Company Response Review Report Review
NO COMMUNICATION

Kory Submitted this review about AutoStar Transport Express
Review made Live: 2/23/2015 11:31:00 AM
I initially booked this transport on January 22nd. I have to say the initial contact was very pleasant and Lauren was great to work with. She was very knowledgable and helpful in getting this transport scheduled. I let her know what my situation was and she recommended set the first available pick up date on the 12th of February. She mentioned that with this length of notice on the shipment we shouldn't have a problem getting the car picked up on the 12th. The ship date was more important to us rather than the delivery date as we were leaving the state and did not have anyone to coordinate the pick up with. Jumping forward to the 11th of February. I received an email stating that the Carrier was assigned and would be picking up the vehicle on the 13th. Not a problem at all as we were planning on leaving in the late afternoon on the 13th. The 13th gets here and I receive a call from the Carrier at 10am stating that he would be picking the car up in about 5 hours. Great! 5 hours goes by and I called him to touch base and see how far out he was. He said that he was not going to be able to make it and he would pick up the vehicle on the 14th. We did not have a way to coordinate the pickup on Saturday. I called Autostar and let them know that this was not going to work. They called the carrier and he told them that he would be there around 7:30pm. Again, we had to leave to head to California and did not have the ability or time to set this up with anyone. Autostar asked us to leave our keys with a neighbor. They said that people do this all the time. I cannot and will not depend on a neighbor to make sure they coordinate the pickup of my vehicle. There was not any communication with Autostar after the Carrier was booked. I am a little frustrated with Autostar as they lead you to believe that they can hit "estimated" dates "especially with enough notice" but I am more disappointed with the lack of communication from the assigned carrier. More communication from both sides would have eliminated this frustration. I understand that Autostar had a clause in the contract that they have 10 days from the earliest pickup date to have the vehicle picked up but they do not put much emphasis on that when they are getting your deposit. They do have some great reviews as most companies do but if they continue to use spotty 3rd party companies the business will suffer. I believe that the most important part of a companies business and success is the power of a referral. Referrals speak volumes about a company. They were not willing to consider my frustration of having to drive my vehicle to California at the last minute, due the lack of communication of the 3rd party, and kept my deposit based on #15 in the contract. Customer Service goes a long way and I would have referred them even without shipping my vehicle had they appreciated the customer instead of reciting the contract.
Shipment Details
Origin State:
Kentucky
Pickup:
Never
Destination State:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
637161-TV
Quote or Order Cost:
$1040

Company Response
Mike Cannon from AutoStar Transport Express Submitted this response.
Response Date: 2/23/2015 6:36:00 PM
Dear Kory, We appreciate all feedback concerning the service provided by AutoStar Transport and Express and its carriers . We are very sorry you feel this way about our services since we have an excellent reputation as one of the best and most respected brokers in the nation. It is understandable that sometimes customers need to have vehicles transported ASAP and request specific dates and times of pick up and/or delivery. This is something we understand and we take very seriously in being able to assist in all demands and customer needs. Nevertheless, we never provide specific dates since we know that getting carriers is a challenging task given the different routes, pricing, weather conditions, etc. We apologize if the carrier experienced delays on route. Please keep in mind that there are variables beyond our control, but we sincerely do our best to accommodate all of client requests. Carrier was assigned within the contracted dates but unfortunately the vehicle was not available for Pick up. In regards to the communication factor, we have a very professional Customer Service department that follows each and every order. In this case we have contacted you several times to check, follow up, and arrange pick up details. We even tried to rush the carrier to accommodate your needs but they were actually within the stipulated time frame for pick up, but there was no one to release the vehicle. Unfortunately this is not Autostars responsibility. If there is anything else you need, please feel free to contact us. Thank you, Customer Service