Review Report Review
Car transport was wonderful - customer service of FHT was bot great

Tiffany Submitted this review about Direct Express Auto Transport
Review made Live: 5/10/2014 4:15:00 PM
Let me start ny saying that Direct Auto Transport was great, from Estimate and Customer service they were wonderdul. My car was assigned to FHT and the driver was beyond phenominal. He was polite, nice, fast...I can't say enough how efficient, knowledgeable and nice he is. Here is what I did not like. At first the customer service at FHT was good, they responded quickly and were very nice. They were nice the entire time, however I think they were not honest with me. When FHT first contacted me they said my car woukd be picked up Wednesday afternoon-early evening. I called Wednesday morning, FHT customer service, said that my car was still in the agenda for that day. They said the driver would call me when he was about 2 hours out. No problem, I would stay around my area. It gets to be about 3pm and I find it odd the driver hasn't called, so i called the driver and left a voicemail. At 4 pm I called FHT and they said the driver would call by 6 and there was no changes. The rep from FHT told me to call him at 6 if I hadn't heard from the driver. So at 545 I called the driver who answered and said he was still in California and would not even be in my state that day. I was furious...but NOT at the driver. I am aware the driver gets instructions from FHT, amd apparently there were some last min changes to the schedule. What I was furious about is that when I called multiple FHT reps that day not one person gave me a heads up my car wouldn't be picked up. Tgey blamed the computer wasn't updated and they blamed the driver. That is was set me off. FHT had comolete control and never just told me. Further, I had transportation worked out for my car being picked up on Wednesday but ended up being partially stranded when my car was picked up - even though the driver actually offered to give me a ride, so wonderful. I didn't take the ride, but I thought it was above and beyond. So all in all I kept my calm with FHT and told them I underatand delays. The delay certainly wasn't the problem. the problem was that I felt FHT customer service wasn't honest with me and that no one was up front or told me that my car wouldn't be picked up as originally stated. It wrecked my last day in my hometown and was just irresponsible. The driver was the most positive part of the experience. I would use Direct again , but when I do, I'm not sure if I will allow them to assign me to FHT. Its a tough line...my car arrived quickly and in perfect shape, I just didn't like the way I was persobally dealt with by FHT customer service. Who knows, its a little thing for peace of mind with the car itself, but I appreciate honeaty.
Shipment Details
Origin State:
Arizona
Pickup:
Late
Destination State:
Virginia
Delivery:
Early
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
144037
Quote or Order Cost:
$800