Company Response Review Report Review
Horrible, stressful experience

Lisa Light Submitted this review about Auto Shipping Group LLC
Review made Live: 1/17/2015 10:37:00 PM
I was originally given a quote by Martha for $750 over the phone and then, she e-mailed me a quote for $800. When I asked about it, she revised it and sent me a new quote. She nevered explained to me what could happen with the holidays and getting a carrier. When I tried to contact her about getting a carrier, I could not reach her and she didn't return my calls, even when she told me she would be working. My preferred pickup days were Saturday Jan 3rd and Sunday Jan 4th. As of first thing on Monday morning January 5th, I still did not have a carrier and any idea when the vehicle would be picked up. On Friday afternoon Jan 2nd, I received an e-mail from a Stephanie that Martha had quit and she would not longer be handling my order. I then had to call Stephanie to fill her in on my order and how anxious I was to get the car shipped over the weekend. She was only working until 3pm that day but assured me that there would be someone looking to get me a carrier after 3pm and I would get a call. She never explained that if I didn't get a call about a carrier by 5pm that day, there would be NO ONE working the weekend to get me a carrier. So, when I called over the weekend to find out the status, I talked to a very RUDE broker who told me the truth in not a very nice way. Needless to say, when I finally did get a call on Monday afternoon that they found a carrier, the price was now going to be $1,000 ($250 above original estimate) but they would reduce their broker fee by $100 to make it $900. It was an extremely stressful experience, especially during the holidays. Because of the car shipping late, my parents also had to spend $200 more in car rental fees. So, I am exremely unhappy with the final cost and my overall stressful experience. We will have to get the car shipped back in a few months and I will NEVER use this company again. There was one Broker in the company Tye that was honest and helpful to me in my moments of stress and frustration. And, I was happy with the carrier that shipped the car.
Shipment Details
Origin State:
Michigan
Pickup:
Late
Destination State:
Florida
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1013993
Quote or Order Cost:
$900

Company Response
Terry Williams from Auto Shipping Group LLC Submitted this response.
Response Date: 1/22/2015 2:14:00 PM
Lisa...No excuses from us. We pride ourselves on exceptional customer care and in your case it's clear we did not provide that. We have full time staff that work weekends year round but unfortunately their are not many trucking companies that secure their loads on weekends as their dispatch departments are closed. We do the best we can when an agent leaves our company to make sure a qualified representative steps in and takes over for them, so our customer isn't left in distress. I appreciate your comments and have made changes in our protocol to ensure this type of miscue doesn't happen again. Greg Bailey...Vice President