I was recommended Big Brothers by a friend who used them for the same route (Chicago to Los Angeles) last year. I chose them in part because of this recommendation, but also because of the highly favorable reviews posted online. Upon initial phone contact with Karen/Cathy, I received a quote of $1085 and felt at ease with their knowledge of the process. When I called back to place my order, I was under the impression that I would know when my car would be picked up by the carrier approximately two days before pick up date. However, this was not the case. Had I known they would call the evening before the pick up to set the time, I would have been fine, however, not being clear on this aspect of the process, I ended up calling Big Brothers a few days in a row with a bit of anxiety about not being able to plan my week accordingly. My interactions with Big Brothers were helpful, friendly, and reassuring, but a bit more clarity about this aspect would have been more helpful.
When the carrier (Nationwide) finally called to schedule a pick up time (on one of the dates I was given previously for the car to make it to California in five days), little did I know they picked up my car on this date to appease me because the car did not leave Chicago until Sunday the 10th (five days after they had picked it up). I would have been more upset had I payed money to rent a car for the week, however, it would have been nice to have my car closer to the actual shipping date.
Karen called on the Sunday (the 10th) to check in regarding my car's arrival. I knew as much information as she did at that point (nothing), and we both thought my car was going to be delivered soon as this would have been five days. Karen was in contact with Nationwide, and I discovered that my car would not be delivered until Tuesday afternoon or evening (2 days after the original day I was told to expect it). When my car was picked up, Nationwide told me they would call 24 hours in advance before delivery, and thinking that my car would make it by the 10th, I was a bit surprised that it had just left Illinois on that Sunday. Karen from Big Brothers very promptly checked with Nationwide and ensured that it would be delivered on Tuesday, as Nationwide had two drivers.
Well, it was indeed delivered on Tuesday evening between the hours the carrier stated. The carrier was very friendly, and I was happy with my experience post finding out about the car delay.
I know I stated the more negative aspects of my experience, which in part were not Big Brother's fault, but overall, I was happy with both Karen and Cathy's level of professionalism and customer service. They were very available, returning calls within a more than reasonable time frame, and were empathetic to a woman who was shipping her car across country for the first time. Yes, there were a few minor snags in my experience, but I would use them again.
