Company Response Review Report Review
One inconvenience thing after another...

Matthew Williams Submitted this review about Domestic Auto Transport
Review made Live: 7/16/2010 5:37:00 PM
This was my second time using Domestic Auto Transport. The first time was flawless. The second time around however was a bit of a headache... Despite having the exact route, the price had gone up by almost $300 which was a big discouraging.

I made an initial payment of $1,209.22 to cover the shipping costs of going from Hawaii to California. This payment was processed on my credit card on 04/23/2010. The date I dropped my vehicle off at Matson, the shipping company that would transport the vehicle was 05/28/2010. When I arrived to drop the vehicle off I was provided with an order number so Matson knew where to ship my vehicle, etc etc. However, they proceeded to ask me for the payment of $1,209.22 and said they had not received any payment from Domestic Auto. Having been a month I was not very pleased and was forced to frantically make a phone call to Domestic Auto. The response I got was "Someone forgot to make the payment, we're sorry!". They then called the payment in and told me my vehicle would arrive to the port in California on June 14th and then it would be another 10-14 days before receiving my vehicle in New York. The fact that they held onto my $1,209.22 for a month when the payment should have instead been made immediately to Matson was very concerning to me.

I made contact with Domestic Auto on June 18th asking the ETA of my vehicle at which point I was shocked to find out it was still sitting in California and I had not been notified. Again, more apologies.

Then on June 24th I received an odd e-mail containing the following:
"We are pleased to inform you that your order to ship your 2008 Kia Sodona from Longbeach, CA to Highland, NY has been assigned to a truck. The estimated pickup date is 1/1/1900 and the estimated delivery date is 1/1/1900."

That seemed odd to me but it was quickly followed up saying my vehicle had been assigned a truck to be picked up on 6/28/2010 with an estimated delivery date of 7/8/2010.

I thought I was finally going to get my vehicle until I received a phone call that it was booked on a truck that was already full and I was back to no longer having a delivery date for my vehicle.

I finally received notification that my vehicle was actually on a truck and would arrive 7/14/2010. i was told 3pm and had the cash in hand ($873) for the driver upon arrival. I waited and waited and the truck didn't show. I then received another call saying it would arrive the next day, the 15th; 49 days later and 2-3 weeks later than estimated when I placed the order.

Aside from many apologies and assurances that they made no money off my sale and actually had to spend money, Domestic Auto Transport took no action to make me feel like a valued customer. The vehicle in transport was a mini-van and our only other mode of transport was a pickup truck. My family was significantly inconvenienced. Offering a rental car or a small percentage refund off my order would have made me much less of a upset customer.

After this poor experience I can no longer recommend Domestic Auto Transport.

And coincidentally, had I not used their services previously and received a request from them to review their services using this site (requesting 5 stars), I would not have known there was such a place. After my poor experience the second time around they neglected to ask me for a review which I found to be in very poor taste.

*Every date referenced and dollar amount has been referenced from my credit card records and e-mail's from Domestic Auto.
Shipment Details
Origin State:
Hawaii
Pickup:
On Time
Destination State:
New York
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
3853431
Quote or Order Cost:
$2082

Car Condition
  • Vehicle was dirty
Company Response
terry Williams from Domestic Auto Transport Submitted this response.
Response Date: 7/22/2010 11:42:00 AM
Matthew, I am sorry you are so disappointed with our services. I did the best I could (as always) with the transport of your vehicle. There were a few bumps in the road but they were immediatly smoothed over without incident. Our terms and conditions are sent out to our customers three times during the order process where you will find everything explained in detail. MALIA 360-834-6013