Company Response Review Report Review
Customer Service Basics

Christina Submitted this review about Cascade Vehicle Shipping Inc.
Review made Live: 5/29/2013 3:21:00 PM
Cascade Vehicle Shipping paired me with Empire Transportation for my service. The auto transporter was rushed and did not take the time to thoroughly inspect my car (stating that I should "trust him because he is from New York and I am from Pennsylvania and we're neighbors"). After he left, I contacted Cascade for a brief update on my service from Empire. Thankfully, exterior damage did not occur and his lack of inspection proved to be inconsequential.

After being given a 7 to 10 day delivery window from a Monday, I received a call from Empire on a Saturday (2 days early) stating that my car would be delivered in an hour. Since we needed 500 dollars cash at delivery, the lack of noticed caused us to drive to 2 banks quickly because ATM withdrawals max at 300 or 400 dollars. Overall, this is still not a big issue.

My big issue comes when I learn that my key and key fab (keyless entry remote) were lost by the driver. Without my permission, my car was taken to a random locksmith who accepted cash from the driver to create a new key for a car that was not registered to him (i.e. a low quality locksmith, because that is NOT standard business practice for a reputable locksmith). Upon learning about the lost items, I contacted my car dealership and learned that a new keyless entry remote would cost 175 dollars... of which I encouraged Empire to verify and share with the driver, since I would be paying him the 500 dollars due at delivery short this expense. I chose not to make a fuss about the massive metal key that now replaced my original plastic-topped dealer key.

After being told that car delivery would occur in one hour, it actually took three hours. The transporter drove my car off the carrier and sat in the drivers seat (I could not figure out why aside from the fact that it was raining) and pressed me to hurry up and sign the delivery receipt. One of the backdoors was opened by my husband and the alarm was going off and the hazards began flashing. WHILE this was still occurring and my engine would not turn on due to the alarm, I was still being pressed to sign for delivery. I advised the gentleman that I would not sign until my alarm was off and the engine would start (normally, the keyless entry and alarm remote would be used to turn off the alarm). It finally turns off and I sign for delivery.

Noteworthy, I was told many times that this delivery was "costing" him money and he even disputed my pricing for the keyless entry remote fab (insinuating that I was inflating the price... obviously the dispatch team did not verify it with the dealer as I suggested). After parting ways, I finally figured out why the transporter did not leave the driver's seat. The gear shifter was not shifting smoothly; they altered the cover when they had to force the car out of park to get it off of the carrier (for the locksmith to work on it).

Cascade called me minutes after I discovered the problem. They were calling to ask me if I happened to have Empire's driver's cell phone number because they didn't have it on file and Empire's dispatch was closed for the day. I used this opportunity to bring them up to speed and they were very gracious; they even provided Empire's insurance information and suggested I file a no-fault claim with my insurance company (or Empire's directly if I had a deductible on mine).
This is all well and good, but Cascade repeatedly tried to separate themselves from Empire, whom THEY paired me with for car transport. Cascade even went as far as to send me several reminders that a 5 star rating on this site could put me "in the running" for reimbursement of my whole shipment cost (and ANOTHER reminder that I should rate the person at Cascade, not Empire). I'm sorry to say, but businesses don't work that way, especially when you are a service company that outsources transport of vehicles. Also, if Cascade were concerned, I would have received a single follow-up call or voicemail (which I did not and 11 days have passed), or I would have received a credit for a portion of the $180 dollar revenue Cascade directly received for being the middleman between Empire and I (which I did not).

Lesson: Choose your vendors wisely and follow-up if you want customers to thing you care.
Shipment Details
Origin State:
Texas
Pickup:
On Time
Destination State:
Pennsylvania
Delivery:
Early
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
2000856
Quote or Order Cost:
$680

Car Condition
  • Vehicle was damaged
Company Response
Terry Williams from Cascade Vehicle Shipping Inc. Submitted this response.
Response Date: 5/29/2013 7:52:00 PM
Christina..We appreciate your feedback and value you as a customer. Apparently the Carrier misplaced the key/fob and a gear shift was missing from the vehicle. I was not on-sight of course to inspect or reinspect your vehicle upon delivery. This is what we did do. We placed you with one of our preferred carrier's who lost a key. They went to great lengths to replace that key and gear shift knob to appease the mishap. Perhaps it should have been handled a bit more efficiently. We sympathize with you, and again have remedied the situation to your satisfaction. In the 1600 reviews posted by good folks such as yourself on this site, this is the only instance with this carrier when dismay is noted. We are not perfect, but strive to get better each day. Your proffered remedy has helped us today, with that task. Kind Regards...GREG BAILEY...VICE PRESIDENT