I decided to try Cascade based on various reviews I read. However, after my experience, I don't think I would use this company again. On a positive note, Brenda was quite thorough and kept my in the loop with everything. However, on the day my car was to be picked up, I received a call from the driver telling me he could not drive his trailer into my neighborhood. What would have been helpful in planning my drop off to the driver was the staff at Cascade telling me what to expect. Although I was told that a trailer would be transporting my car, how am I supposed to know the size and capabilities of this trailer? This is where the staff at Cascade could have easily told me that the trailer wouldn't be able to pick up at my house. I am not the expert; Cascade is supposed to be the expert here. But clearly, either this expertise or proper communication was lacking.
Later, Brenda suggest I speak with the driver and ask him to meet me at the parking lot of a grocery store. Her thinking behind this was that since delivery trucks are in these back parking lots all the time, his trailer should fit just fine. However, when I spoke to the driver, he told me that wasn't possible due to certain constraints. Again, this gave me the feeling that either Cascade doesn't know what they are doing or that Brenda and the actual transportion company hadn't been in touch/communicated very well.
Both Brenda and Jeff did a good job in partaking in a 3-way call with the driver in order to figure out the best way for me to meet him and drop off my car. However, at one time, Jeff and the driver suggested I leave my car at a auto auction and place my keys in the exhaust pipe. The driver would later pick up my car for me. I appreciated the suggestion but if I did this, how was I supposed to be there to inspect my car (which apparently, is part of the process when transporting one's car) once the driver picked it up? Again, it should have been Jeff's responsibility to remind me that this inspection wouldn't be possible if I took this route. Instead, once we came to a solution, Jeff seemed rather quick to want to get off of the phone.
All in all, the staff at Cascade was friendly and got my car to UT in a matter of days. Although reliable in some ways, they seemed to lack in communication, expertise and customer service. When I say customer service, I mean going above and beyond. I spent at least 2 hours working with the driver to find an ideal time and location for pick up. If Cascade went above and beyond, they would have jumped right in and done more to help find that ideal time and location. While I appreciate the 3-way calls, I really think more could have been done. I understand Cascade has many customers and I am not the only one, but in my opinion, true customer service means doing whatever it takes to make the customer happy, even if that includes doing some research to find an ideal meeting location for both parties. For example, Cascade could have said, "We will be in contact with the driver and find the best solution for you both." Lastly and on a separate note, their hold times are atorocious. At one point, I held for Jeff for about 15 minutes.
Again, I paid Cascade to do the work for me and to know their stuff. At the end of the day, I expected them to have everything under control and know what was going on. I realize that things don't always go as planned, and that's fine. But, if that's the case, I am not the one who should be figuring out a solution. I pay Cascade to do that for me. I was not happy with the company and didn't feel as if they lived up to my expectations. When one is moving to another state, this is the last sort of thing that one wants to worry about. Getting my car to the driver should have been planned out and communicated to me more clearly than it was. Overall, it should have been much easier than this.
Overall, I ended up doing more work and stressing out more than I should have and therefore, would not recommend Cascade.
