Company Response Review Report Review
Do not trust the reviews and do not use this company.

Marco Fernandez Submitted this review about AutoStar Transport Express
Review made Live: 11/14/2011 2:25:00 PM
I apologize in advance for this long review but I need to point out all the facts that make qualify both AutoStar Transport and Logistics (broker) and Ace Auto Trans as terrible options for moving your car. These companies have provided me a terrible service. At first I trusted them given the on line reviews and the good price they offered me to transport my car from San Diego, California to Durham, North Carolina. Unfortunately the experience has been a nightmare that has not finished yet. They picked on time my car. The people in California were very nice. Andrew, the person with whom originally I made the contract was also super nice. However, when the car was delivered to North Carolina things totally changed. The driver first changed unilaterally the hour of arrival and was angry when I refused to postpone the delivery again as he was proposing. I adjusted my schedule so I could be at home when the car arrived. When he was putting the car down on the street the car simply slipped down and hit the ground.

I obviously was angry about the situation. The driver tried to justify himself saying that the problem was that my emergency break was not working. I told him that this was impossible because the break was working perfectly fine. I went up in the car and I noticed that the break was not working at all. I immediately reacted and I pointed out that someone in this company had broken the emergency break. This break, and it can be perfectly verified by the people who picked up the car in San Diego, was working well. I had to use it to park the car in the uphill avenue where they picked up the car. Now the break is broken. I pointed out this problem to the driver in North Carolina and he called "liar". This was crossing a line that should not have occurred at all. I got totally angry and called immediately to the number he gave me. I thought this was the AutoStar Transport’s number, but in fact was the Ace Auto Trans, INC’s number. This second company had been hired by AutoStar to do the moving of my car.

The woman who answered in the first phone number first apologized and pointed out that they were not responsible for mechanical problems. I obviously refuted this point because the broken emergency break was caused by someone in their company when the car was being transported from San Diego to North Carolina. I noticed that when the car fell down the bumper on the right hand side and the left hand side was out of its correct place given that it touched ground when the car hit the pavement. I pointed out also this problem to the woman and I mentioned that I was not going to pay unless this was solved. The driver tried to minimize the problem on the bumper saying that “it was not a big deal”. As I refused to pay, the woman on the phone promised that this was going to be taken care by them. She said that I needed to take pictures (I did as well as the driver) and that I had to ask for an estimate for fixing both problems. She tried to insist about that the break was already broken and I pointed out that this was not the case, so she promised that this was going to be fixed but that I needed to pay the driver. I called the police in order to explain what happened. The police officer on the scene explained to me that the way to solve this problem is to establish a dispute in the civil court in case they do not cover the expenses. The driver said that I should trust his company and that they will take care of it. I called Andrew to AutoStar Company, but he did not answer.

I sent a formal complaint to this company. After my e-mail explaining this situation, Chanel Howe from AutoStar Transports and Logistics contacted me. She apologized and assured me they would take care of everything although their company had not caused the situation. She said that the situation with Ace Auto Trans was an exception. I had to send them photos of the car (fortunately I had taken photos both the day was picked up and the day of delivery) and two estimates for fixing the car. I sent them the information they required me. Finally she sent me a copy of a Release of Liability Agreement where the company Ace Auto Trans promised to pay 475.13 dollars that is the cost for fixing the damaged bumper and broken emergency break. Chanel promised me that after signing this document I would receive the check for paying for the reparation of my car. I sent this information on November 4th. It is November 14th and I still have not received any payment. I have called Chanel and left two messages regarding this situation. There is no answer. I will make sure, even if legal actions need to be taken, that my car is fixed by this company that caused it. As you can see from this terrible headache, I strongly recommend you to avoid at all cost having any kind of business either with AutoStar Transport and Logistics or with its subcontracted company Ace Auto Trans, Inc. They are irresponsible, not professional at all and can, as they did with my car, damage your vehicle if they transport it.
Shipment Details
Origin State:
California
Pickup:
On Time
Destination State:
North Carolina
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
230369-X2
Quote or Order Cost:
$850

Car Condition
  • Vehicle was damaged
Company Response
Mike Cannon from AutoStar Transport Express Submitted this response.
Response Date: 11/14/2011 5:20:00 PM
Good Afternoon Marco, I understand your frustration but I truly believe that we have dealt with this unfortunate event in the best possible manner. I was in contact with you at all times during this process. The only time I was unable to contact you was when you allegedly sent me an e-mail last Friday which I did not receive. My supervisor and I have gone through all of our customer service inboxes to make sure that we had not misplaced this important e-mail. If I had received this message, I would have contacted you right away just as I always have in our past conversations. The carrier that we contracted out to move your vehicle from point A to point B does in fact have a 100% rating. I do apologize on their behalf for the damage that was done to your vehicle but unfortunately these things can happen in this industry. Mistakes happen. The great part about all this is that because the carrier's insurance company would not cover this damage claim, Ace Auto Transport was willing to take the money from their own pocket to repair the damages their company had caused to your vehicle. They have taken full responsibility for this mishap and understand your eagerness to get your vehicle fixed. Usually, these checks take about 5-7 days to reach the destination. Now, I do realize this it’s the 10th day but sometimes these things can take a little longer to come through. The dispatch department at Ace Auto Transport has spoken with the postal service and their bank. The postal service stated that this check should be in your hands either today or tomorrow! You know I have been in constant contact with you throughout this process, and have been integral in negotiating with the carrier to make the payment to you. They sent me, which I forwarded to you, a copy of the check they issued to you. To say that I have provided you terrible service is not at all a fair estimate of the situation, as I have been in touch with you constantly and gotten the payment for you from the carrier. If it had gone through an insurance company, you know they would have had to send out adjustors, and then could take 4-6 weeks to come to a resolution. The fact that I have gotten this resolved for you within 2 weeks of your delivery speaks volumes for the level of service you have received from me, and the rest of the team here at AutoStar. Thank you for your time, it is much appreciated. Best regards, Chanel Howe Customer Service 888-802-8250 ext 2250 904-212-0366 FAX: 850-254-7265 chanel.howe@autostartransport.com www.autostartransport.com