Company Response Review Report Review
Poor Communication

Denise Leal Submitted this review about Ship a Car Direct
Review made Live: 11/13/2015 12:43:00 PM
With this being my first time moving across state and shipping my car, I took a few months to research each company and which would be the best.

My initial contact was excellent, he was prompt to answer any and all questions and would supplement emails with any further information about the whole process. That was honestly the best part of this whole experience, because after that everything was terrible.

I was informed that my pick up date would have been Oct. 28th and that I would receive a call from my carrier to arrange a time and location. However, I never received this call and when I finally called the driver he had informed me that my pick up date was scheduled for the 29th. I understood that the date I requested was not set in stone, however I really wish I was informed of this scheduled change as I was under the impression that the 28th was confirmed. When I called the dispatcher, they insisted I was scheduled for the 28th.

After having to arrange with my leasing office to give the driver both my payment and my key, as I had already left the state, I was told I would be contacted as soon as the driver picked up my car. Again, no calls from the driver or the dispatcher. I called the driver several times and each time went straight to voicemail and it got to the point where I was talking more to the dispatcher than the driver.

I arrive in Houston next day, and my drop off date was stated to be the 31st to the 1st of Nov. When I called on the 31st, I was told that my new drop off date was to be the 4th. Again, I understand dates changed but what irritated me was that I was never informed of these changes, always left in the dark, and was treated like an annoyance when I would try to get some clarification.

I guess I had annoyed them enough because the driver called me on the 2nd and told me they would be available for drop off later in the afternoon. They scheduled for a specific time and said they would call when I should head out. An hour went by, I called and they reassured me, then another hour and so on. Finally, the driver sent who I assumed to be his wife over in my car and I had to drop her off in a parking lot with the driver.

When I received my car, I wanted to take my time to inspect it to make sure no damage had been done. The driver seemed to not really care and tried to rush me through this step and sign the bill of landing asap.

Initially, this whole experience was great but had turned sour when communication was left in the wind and I was treated like a nuisance whenever I wanted an update on my vehicle.
Shipment Details
Origin State:
Florida
Pickup:
Late
Destination State:
Texas
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
467767-RI
Quote or Order Cost:
$625

Car Condition
  • Vehicle was dirty
Company Response
Michael Strickland from Ship a Car Direct Submitted this response.
Response Date: 11/13/2015 1:39:00 PM
Sorry to hear the carrier's timing estimates were off and caused you frustration. Wish we had heard about it sooner. It's true that drive times are hard to predict with precision, but it drives us crazy when carriers don't proactively communicate delays. We are following up with the carrier and reaching out to you directly.