| Scott |
| 7/30/2008 10:27:00 PM |
| Express Auto Transport |
| terrible experience |
I received a quote from ebay from 4 different transport companies and Express Auto Transport was the cheapest and seemed to be the best deal. I originally placed the order on the 9th of June and was guaranteed pickup in 7 business days. On about the 10th business day I asked why my car wasn't picked up yet and they claimed that 90% of cars should have been picked up within 7 days but "for some reason my car doesn't seem to be taken." After 15 days, I was encouraged to up my bid by $200 to entice drivers to pick this up, so I did (which no longer made them the cheapest quote). However, TN to ND is a long route but "is traveled very regularly by our drivers" along the major interstates. On July 3, I cancelled my order and was again "guaranteed" my refund in 7-10 business days. On the 10th day, July 18, I called to inquire why I hadn't received credit back to my credit card and was told by accounting dept that I was scheduled to receive refund that day. They were having system troubles and may have to issue a check instead of credit my account back. Today is July 30, and I STILL have not been refunded. I called the accounting dept today and asked what is going on. I was told that they have my check but it is waiting to be signed by a manager. I said well how long do I have to wait for that since its been 18 business days since I cancelled. She talked to her manager and said it was signed immediately and mailed out today. NEVER AGAIN would I try this company. They are misleading.
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| Posted by a representative of Express Auto Transport on 8/28/2008 9:55:00 AM |
An unfortunate reality in any business is that sometimes despite all efforts you may fail to achieve customer expectations. In this case, we have offered our sincere apologies to Scott. Regrettably, several factors contributed to our inability to fulfill Scott’s transport request.
Scott’s complaint states that he was guaranteed pickup in 7 business days. Unfortunately, there was a misunderstanding from the start, because that is actually the average pick-up time, not a guaranteed pickup. Express Auto Transport contacts carriers on a daily basis to notify them of available transports. In this case, we could not find a willing carrier. Even with the $200 increase, we were still unable to schedule a driver for this particular route. June is one of the busiest transport months resulting in an increased demand for carriers, which can make scheduling more difficult because carriers have the opportunity to be more selective about what routes to take. Often carriers will choose the most convenient routes or routes that are the most profitable for them. In this case, although the route from TN to ND is frequently traveled, none of the carriers were willing to take on this particular pick-up and drop-off location during this time period.
Thankfully this type of situation is an extremely rare occurrence. Unfortunately, Scott’s problem became compounded further when Express Auto Transport experienced difficulties with our accounting system. This delayed the processing of Scott’s refund. However, our staff did attempt to expedite the processing of his refund manually in spite of the technical issues. And Scott was issued a full refund on July 31.
While no business wants to face customer dissatisfaction, we can confidently assure Scott that Express Auto Transport maintained our integrity throughout the circumstances and did try to come to the best resolution possible.
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Scott gave Express Auto Transport a rating of: 
| Review details | |
| Quote or Order ID: | Y8060110962 |
| Quote or Order Cost: | $1060 |
| Origin: | Tennessee |
| Pickup: | Never |
| Destination: | North Dakota |
| Delivery: | Never |
| Truck/Carrier Type: | Open |
| Dirty: | No |
| Items Stolen: | No |
| Damaged: | No |
| Honesty: |   |
| Knowlegeable: | |
| Hold Times/Promptness: | |
| Overall Customer Service: | |
| Primary Contact: | Ryan |
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Valley Solutions, Inc.