Company Response Review Report Review
Poor Service

Amy Spears-Thomas Submitted this review about Express Auto Transport
Review made Live: 6/27/2008 11:42:00 AM
When I initially contacted Express, the rep was very friendly and explained the typical pick up time is 1-7 calendar days. I was told I'd be contact by my rep right away after hire. After I hired Express, I was not ever contacted by my rep, the typical pick up time changed from 1-7 days to indefinite. I had to change my drop city by a five-hour drive, make numerous calls to both the trucker and the reps, beg the understanding from the seller, and be in constant concern for my auto.

After my vehicle was finally picked up, nearly a month after the ready date, I was sent emails stating wrong dates, was told my car was delivered when it was not, had to call the truck driver to follow up so my drop contact could be ready. The trucker actually had my car at his home, and I was told he'd have to finish mowing his lawn before delivery would take place. The trucker did not call my drop contact - I had to arrange everything.

My contacts at Express were David, the initial customer service rep, and Craig, my contact there. Both reps did not care about my vehicle. In fact, while David was very helpful during my initial calls, as soon as I hired Express and paid the deposit, his attitude became very poor. He seemed to no longer care at all about my transport.

I explained in detail my location, was promised door-to-door service, with pick up typically within 1-7 days. After I signed on, everything changed. It was obvious I was read a script. No one ever took the time to look over my information. The entire transport was ridiculous, from the rep whose attitudes immediately cooled upon taking my money, to the trucker who had to mow his lawn before dropping me my car. In fact, I still don't have my car, a month later. It's sitting five hours away, waiting for me to finish the job. Very poor service. I'll think twice about having cars shipped form now on. It would be cheaper, faster and more professional to send someone on a bus to get it.
Shipment Details
Origin State:
Colorado
Pickup:
Late
Destination State:
Minnesota
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
805235209
Quote or Order Cost:
$955

Company Response
Mark Groteke from Express Auto Transport Submitted this response.
Response Date: 7/26/2008 10:34:00 AM
Express Auto Transport sincerely apologizes for the inconveniences you experienced. It is important that a few points are clarified to fully explain the claims you have made against us. Yes, the pick-up time typically falls within the average of 1 – 7 days. However, it is explained that this is an estimate. The actual pick-up and delivery time can vary based on a combination of factors including pick-up and delivery location, level of difficulty of transport, shifting fuel costs, and the overall industry transport demand at a given time. Unfortunately, this particular transport was affected by a number of these concerns, which caused scheduling to be more time-consuming than the average transport. The concerns regarding the level of customer service were addressed. In fact, Keith specifically contacted you in an effort to help make the situation better. When we asked what we could do, you chose to not accept our offer of assistance. While we understand your frustration with the situation, do recognize that Express Auto Transport did attempt to provide alternatives to improve upon this situation. Unfortunately, you declined to allow us to help serve you and as a result left with a poor perception of our service.