Company Response Review Report Review
Poor delivery and customer service

George Submitted this review about Cascade Vehicle Shipping Inc.
Review made Live: 3/27/2011 12:09:00 AM
My wife and I were being relocated to the state of Wasington from North Carolina and needed to have a vehicle shipped. After making several calls to various vehicle shippers we decided on Cascade Shipping due to price and customer service promises. All other carriers were wanting to p/u the car early and wanting to deliver before my wife and I arrived in Washington. Cascade told us that they would p/u by between 2/8 and 2/12, the day we left NC, and would deliver after the 21st when we would arrive. They were the only one telling me that the driver would deliver other vehicles first and basically wait on us to arrive in Washington. This seemed to good to be true, and basically it was.

The week of the move arrived and we had not heard from the carrier yet. We called to ask questions about the p/u of the vehicle and no one could find our confirmation. After we straightened this out we were told they haven't found a driver yet but they were confident that they would find one in the time frame we were given. Well this didnt happen either. We ended up leaving NC with our vehicle still there and relying on our neighbors to make sure it was p/u. Needless to say we were not happy. Over the course of the next 2 weeks we had to make SEVERAL calls to find out what was going on. Not ONCE during this time did CS call me to give an update. Each call was more frustrating than the last for the story went from "there would be no issues in your car p/u", to "the route that was being driven is not a popular one this time of year". If this was told to us at the start of the transaction, then we would have accepted the delays a little easier. Well we finally bugged them enough to aggressively find a carrier. A carrier was located almost 2 weeks after the date the car was to be p/u. There was a catch though, it would cost just over a hundred dollars more to deliver the car. At this point we are fuming at the suggestion to pay MORE for a transaction that didn't happen in the time frame we were given. Afer consideration, we relented to the increase in order to get our car delivered. We felt they held the upper hand knowing that going to another broker to make a deal would cost us more time, but we just wanted the ordeal to be over with. I think the most disappointing thing in the entire process was the customer service, or lack there of. Until we starting calling on almost a daily basis did a fire seemed to get lit. No one could explain why this was happening nor were they very urgent to help either. I heard from more than one CS rep that "we will flag this to get p/u ASAP" only to get zero results. I understand that because they cannot predict the weather and driver schedules that timing may not be exact, but they can provide customer service and keep the customer abreast of what is happening in their transaction. This is where they failed miserably and this is why I would not recommend them for use.
Shipment Details
Origin State:
North Carolina
Pickup:
Late
Destination State:
Washington
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
62223994
Quote or Order Cost:
$1227

Car Condition
  • Vehicle was dirty
Company Response
Terry Williams from Cascade Vehicle Shipping Inc. Submitted this response.
Response Date: 3/28/2011 11:57:00 AM
blaine@cascadevehicleshipping.com 360-834-7898. George, sorry things worked out as they did, but I did indicate that this was a tough route. I am also sorry that you feel the customer service was not up to your standards, but I am glad all worked out in the end.