Company Response Review Report Review
NO RESPECT FOR US MARINE

desiree Submitted this review about Direct Express Auto Transport
Review made Live: 5/16/2008 12:10:00 PM
After checking this website we contracted Direct Express. We were told our US Marine son's car would be picked up in 1-7 days. We were pleasantly surprised when the next day we got an email stating they had found a driver! We contacted him and he said he would be leaving in the next day or two. We were thrilled! On Wednesday morning I spoke to the driver and he was just waiting for some paperwork and would be "ready to roll" within a few hours. Being we had never used a transport company and the vehilce belonged to our Marine son, I was a little nervous about the lack of information we had. I called Direct Express and spoke with Kelly who was very helpful. She assured me about the reliability of the driver and sent me his insurance information confirming the pick up later that day. I spoke the the driver early afternoon who expressed frustration about the delay, but said he'd be there asap, still the same day. At approx 3:00 someone from Direct Express called to express regret that the driver would be unable to fulfill the contract as his rig was broken down - however they had already gotten us another driver who would be leaving in 2-5 days and had that driver on the line and just needed to verify the weight of the vehicle. I said there must be a mistake as I had spoken to the driver just within the hour and it was not the company she was speaking of. While on the phone with her my husband called our driver and confirmed that his vehicle was not broken down and said that they were misleading us. As I continued to discuss the confusion with her she also stated that this carrier was "currently not in good standing with the company". I said that there must be some confustion as Kelly gave a positive report about him that very morning when i expressed my concerns and she sent me the insurance information. I relayed the infomation regarding my husband's conversation with the carrier to the Direct Express Representative (shame on me I didn't get this one's name) and she said my husband needed to hang up with the driver so she could contact him herself and would call us back momentarily. Two hours later - no call from either Direct Express or the driver. My husband called the driver and I called Direct Express and got two entirely different stories. The driver confirmed that they were lying to us and expressed regret at not being able to pick up our vehicle, but said that he could be sued for breach of contract and that they wouldn't give him anymore business. The driver also wanted to speak to the owner but was told he was gone for the day. I spoke to Direct Express supervisor Brittney- as the owner was gone for the day. I was very upset and explained the situation-I had taken time off work and didn't appreciate being lied to by their company. We went with them because they claimed honesty/integrity and excellent customer service. She said they got us another carrier (which was a different one from the first and second one) and they would contact us about a pick up. I told her that this was not acceptable- she had a driver that was to leave that day and was screwing around with us. I begged her to please fulfill the company's obligation to us on behalf of our son who has faithfully served this country and is in dire need of his vehicle. She repeatidly refused to comply. Obvioulsly this was a very upsetting situation. I did not want to start over at square one and go on another "waiting list". I was angry with the lying and misrepresentation of the company. After all that she put me on hold and the owner who was gone for the day mysteriously appeared to inform me that Direct Express was cancelling my contract because they didn't want to deal with someone like me. THIS WAS OUTRAGEOUS-WE WERE THE ONES WHO HAD BEEN LIED TO AND INCONVIENCED-AND HE LET ME IN NO UNCERTAIN TERMS THAT HE DIDN'T WANT/NEED OUR BUSINESS!!! I told him that I would report him to this website, the Golden Gate Better Business Bureau, and the US Marine website that had an ad for his company. Also I would get an attorney if need be so others would not have to experience the lying tactics of this company. He LAUGHED and told me if I wanted to spend a lot of money on an attorney to go right ahead-he didn't want/need our business when there were many other customers out there. I would encourage all of you who use this website for referrals to realize that with Direct Express you are playing a game of chance - you may be a lucky one who has a good experience or you may end of as one of their 15 other cases with the Golden Gate Better Business Bureau that I wish we knew about before contracting them. Also, I realize that I certainly don't expect them to be honest about their response to this just as they haven't been about the rest of the situation.
Shipment Details
Origin State:
Michigan
Pickup:
Never
Destination State:
Nevada
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
37968
Quote or Order Cost:
$875

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 2/18/2009 3:55:00 PM
We don't do business with uncivil, insulting people. Customer Desiree of Michigan is NOT a US Marine, but was assigned a driver within two days. The dispatcher for that carrier soon after was unsure whether they would or could do it. We had another carrier who definitely could in two days - so we chose them. While this was happening, and mind you this was excellent service, Desiree was screaming at our customer service representatives and calling them liars, which they most assuredly are not. Desiree seemingly likes the word liar and uses it a lot. Her missive here is peppered with it, so imagine listening to that on the phone? We don't need to do business with people who are insulting, especially when we are in the process of doing a good job. Desiree can move on to the next transporter. And if there is a change in logistics, Desiree, it does not mean that they are liars. Good luck.