Company Response Review Report Review
A disaster from the beginning

Ken Submitted this review about Express Auto Transport
Review made Live: 5/15/2007 3:45:00 PM
Arranged for motorcycle to be picked up from Georgia on 5/4/07 to be delivered to New York. Received email confirmation for bike to be picked up on 4/29.
Made correction of date via telephone, and given a new pickup date of 5/6. No phone call by driver (which their email said would be done 12-24 hours prior to pickup) to confirm pickup. Driver did not show up. Called company and was given 5/7 as next date. No phone call, no pickup. Called company and given 5/9 as next date. Again no follow-up phone call and no pickup. Had to call numerous times that day to leave message. Finally got call return late in the day and told of driver's troubles as reason for delay (but no explanation for other missed pickup dates).
Bike finally picked up on 5/10 and told it would be delivered on 5/11. Called driver and company many times on 5/12 to inquire about bike. Company never called back about status of delivery. Driver finally called to say it will be delivered on 5/13, which was not done. After many attempts, driver finally called the evening of 5/13 saying it will be delivered on 5/14 in the morning "sometime".
By the afternoon, called company asking about bike. Told at around 3 PM that it would be delivered in 1-1/2 hour.
Bike did not arrive till almost 9 PM.

Lost a lot of time having someone at home waiting for bike delivery. Made arrangements to be available over a 7 day period. Cancelled a lot of travel plans (including Mother's Day) because of poor service.
Shipment Details
Origin State:
Georgia
Pickup:
Late
Destination State:
New York
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
A70331436
Quote or Order Cost:
$545

Company Response
Mark Groteke from Express Auto Transport Submitted this response.
Response Date: 5/16/2007 5:10:00 PM
We sincerely regret the delay in the delivery of this customer's motorcycle, and the fact that this delay caused the customer to alter his travel arrangements on such a memorable occasion. It is certainly not our intention to alienate our customers, and the difficulties experienced by this customer, with regards to the issue of communication, have been addressed with the carrier contracted to effect the transport. Unfortunately, this transport was disrupted by officials with the Department of Transportation who required the driver to remain off the road due to restrictions in the hours a driver may operate without interruption. This interruption was not anticipated, but is certainly understandable compared to the safety concerns for the driver and the general public. Regardless, effective communication with the customer would have alleviated any frustration experienced by the customer in this situation. We welcome the review presented by this customer, and will incorporate his comments into our review of our transport process to ensure that we maintain the high standard of professionalism we have established at Express Auto Transport.