~**Contact JENNIFER BARNHART @ 360.853.2815 jennifer@domesticautotransport.com **~ Russell, Thank you for your honest feedback, however, I do want to make it very clear that EVERY REVIEW left by our customers, is an honest review and an accurate explanation of their experience with our service. I use this review as prime example. Obviously, if a customer doesn't have the best experience, like you in this case, then they leave a review that explains that. You didn't leave a 5 STAR REVIEW just because you knew you would be entered into a drawing, and neither do other customers who don't feel they received 5 Star Service. Yes, we offer to enter your name into a drawing to possibly win your entire transport cost back in full, should you be chosen as the winner. We do not however, bribe customers to give us 5 STAR REVIEWS. It is very obvious if you read through our reviews, that yes, we get many 5 STAR REVIEWS, but we also occasionally get 4, 3, 2, 1, and 0 Star Reviews occasionally as well, based on that customers particular experience, whether that be based on their true experience with us or the carrier. Even though this is a great opportunity for most, there are some that feel this is a way to bribe customers to leave a 5 STAR REVIEW. It is in no way a bribe. We want all of our customers to leave their honest opinion of the service. We do not want anyone to say anything that is not truly what they believe, and we do not want any reviews that are not 100% honest. If a customer feels that they did not receive 5 Star Service, then we encourage them to leave a review that explains why they feel they didn't receive 5 Star Service. As for the price not being guaranteed; this is explained in the very beginning of the process, not only on the phone by our account representatives, but also by the customer service representative, and in the introduction email. In this industry, pricing is controlled by the carriers. We just work with such a large number of carriers that we typically can find a carrier to do it close to or around your available dates and if not for the price, close to the price we originally quoted you. The introduction email that was sent to you clearly stated: "I am sure Jennifer already explained all of this to you, but I just wanted to remind you; every quote you receive in this industry is an estimate and carriers can make COUNTER OFFERS. If a carrier does in fact make a counter offer, we will notify you immediately with the rate and the est. pickup and delivery dates. At that time, you have every right to accept or deny the carriers offer. If we get past the first available date and I notice the load still is not moving, I will post a note next to your order on the load board that says, If PRICE is the only thing stopping you from calling in on this order, call me with your offer so I can run it by the customer. At that point I would call you and give you the option to accept or deny the carriers offer. You will always have the final say so in accepting or declining carriers offers; however, please keep in mind, that if we get multiple offers, and all carriers are wanting pretty much the same thing; we are going to have to realistically look at the price you are posted at vs. the price the carriers are wanting, and re-evaluate. - - In your particular case, we had 3 drivers call in on May 13th, and all 3 of them all wanted the same thing. The only real difference between them was the pick up and delivery dates. We ended up choosing the carrier with the soonest pickup and delivery dates to help get the vehicle picked up and delivered as quickly as possible. Your first available date for pickup was August 26th, and yes, it did take a lot longer than normal to get this vehicle picked up, and for that we apologize. Normal time frame for pickup is typically 7-10 days in this industry, and that is for normal, common routes. Your route proved to be a much more difficult route than most, and yes, it did take longer than we anticipated or would have liked, but we were working very diligently on getting your vehicle picked up as quickly as possible, the entire time. Another factor that was affecting the pricing was that you placed your order near the beginning of April, when pricing was much lower. When your first available date rolled around at the end of April, pricing had already begun to go up at that point. We keep calling drivers for you though trying to find someone who will take it for the price we quoted you initially. If a carrier makes an offer that is above what we quoted you, we will still call you and let you know what the offer is, and then you have the right to accept or decline that offer. However, when we were calling different carriers to take this load, we were not getting any offers for the first couple of weeks; they were simply telling us they were all full, or just were not running that route at that time. A lot of the time, the more difficult the route, the more difficult it is to find carriers that are not only running that route, but that have open spots available. If very few carriers run a route, it can take a while to get a spot on one of their trucks, because even though it is not a common route for trucks, does not always mean it is not a common route for customers. Occasionally, routes will come up that have more customers trying to get from Point A to Point B, vs. the amount of carriers that actually cover that route. In your case, I believe this was partly the reason, as well as the pricing. Because prices can change so dramatically in such a short period of time in this industry, we try to quote you as accurately as possible from the get go, and while about 70% of the time, our quotes are pretty accurate give or take about $50, there is still that 30% that can end up being off by more than $50. Typically, the more difficult the route, the more likely this will happen. We sincerely apologize that you did not have the best experience with our service. We do not collect any money until our customer's vehicles are picked up and we have no cancellation fee, and because of this, Domestic Auto Transport can call itself a performance based company. Until your vehicle is picked up, we don't make any money, therefore, our primary goal is to get your vehicle picked up as quickly as possible. Occasionally, like in your situation, it can take longer than the normal 7-10 days to get a customer's vehicle picked up, and when this happens, it is very unfortunate, and we by no means feel like we have provided you with the best service possible. On a different note however, I will say that because we are a performance based company, it is obvious that we will do anything and everything in our power to get our customer's vehicles picked up ASAP, because without the vehicle getting picked up, we don't make a dime. I understand that this process was probably very frustrating, and again, we apologize for your frustrations and the amount of time that it did take to get a driver out to pick up the Nissan, but please understand, in this industry, the broker does not control the carrier's schedules or the final prices they accept for loads. We do our very best at trying to get a carrier assigned as close to your ready date as possible and for a price as close to the original quote that we gave you. It does not always work out this way for every customer, and we apologize that you happened to be one of those customers. Thank you again for your business and we wish you all the best.