Company Response Review Report Review
Follow up review - damaged car

Michael Submitted this review about Wise Auto Shipping
Review made Live: 6/26/2008 9:35:00 AM
I wrote a review previously stating how pleased I was with both the broker and carrier. I would like to mention those comments still hold in general - the car was shipped very quickly, the price was great, and communication has been good.

However, the car was damaged (I did not see the car until after the first review as I arrived later than the vehicle did) with several scratches to the roof, passenger side panel, trunk, passenger mirror, and passenger side tail lense.

I notified Nathan at Wise about this immediately and he was very helpful in putting me in contact with Ferry Auto Transport. After speaking with Ferry, he was arranging to have my car repaired by a friend of his in Houston, TX instead of having his insurance pay for it (so that his insurance would not be raised). After I did not hear back from Ferry for more than a week, I contacted Nathan again. Nathan was very good in connecting me with Ferry once more - even explaining that he was frustrated with the communication by the carrier.

After speaking to Ferry again, it appeared his friend would require my car for several days and only intended to "buff out" the scratches. It is clear from seeing the car some of the scratches would not be able to be buffed out, the mirror and tail lense needed to be replaced, and the sun roof had been damaged as well. I also explained that if his friend needed my car for several work days, then I would need a rental or loaner car (as his insurance would have covered).

I contacted Nathan about my concern that my car would not be repaired professionaly and that Ferry seemed to think he only had to buff out some scratches. Nathan contact Ferry and then confirmed with me that my car would be done professionaly and completely.

Now over a month later and my car still damaged, I spoke with Ferry again. He gives me the number of his contact in Houston. I speak with his contact and through his broken English I find out that he is about 40 miles from me (not too far, but considering the 100+ repair shops in between, it is) and I am to drop my car off at his house. I agree to do so but call him back once more to set up a time. At this point I ask for his complete address and name of his business. He informs me that his business does not have a name and that he operates from a garage behind his house. This is simply not okay for a brand new car.

I was okay with Ferry not filing an insurance claim to save money, but I am not okay with the poor communication and constant attempts to have unprofessional and uncomplete work done on my car. I appreciate Ferry getting my vehicle delivered early, but he cut a lot of corners doing it - including one that he should not have been driving down, which caused damage to my car.

If Ferry had a profession contact within reasonable distance from me who would complete all the repairs in a timely fashion, then I would have no problem. If Ferry wanted to reimburse me for paying for the repairs at my repair shop of choice, then I would have no problem. But his constant (and sketchy) insistance on me bringing my car to his friends house to get buffed out is simply not acceptable.

It seems that Nathan and Wise had done their best to moderate the situation, but I would have much preferred him giving me Ferry's insurance information from the begining. That way, I at least had some leverage when dealing with Ferry. Now it's 6 weeks later and no insurance company would accept such a claim for repairs.

I'm wondering if Nathan is more concerned with protecting the Carrier than he is in making sure his customer's car is repaired. After all, it is Nathan who booked Ferry's Auto Transport.. I hired Nathan. I am doubting that Ferry even has appropriate insurance - why else would Nathan not have forwarded me this information?

I'm happy my car was delivered early, but the $1,800+ dollars in repairs that I now need to pay out of pocket is not worth it!

Thanks for getting my car delivered, next time I am requiring proof of insurance up front! (and everyone else shipping a car should as well)
Shipment Details
Origin State:
New York
Pickup:
Late
Destination State:
Texas
Delivery:
Early
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
10294-OW
Quote or Order Cost:
$850

Car Condition
  • Vehicle was damaged
Company Response
Nathan Hunt from Wise Auto Shipping Submitted this response.
Response Date: 6/26/2008 1:34:00 PM
We partly agree with this review. When Mike called to inform us of the damage, we where very prompt in getting the ball rolling to appease his situation. Mike sent the signed bill of lading (driver noted where scratches where made to the vehicle), and he also sent pictures of the damage. At this point we contacted Ferry Auto Transport to see how they would like to handle the claim. Ferry informed us that this would be taken care of through a Local Auto Body Repair shop that they where contracted with, and they would be contacting the customer immediately to setup for repair of the vehicle. Mike then contacted me again informing me that he had spoke to Ferry and explained to me how they planned on handling the claim. as you read in Michaels review, the way that Ferry tried to handle the claim was unacceptable to both Michael and myself. If they would have informed me upfront of where the repairs where to be done I would have denied immediately. Once I found this out, I informed Michael to obtain (2) quotes from two local auto body repair shops of his choice and submit them to me. This way, I could have handled this with the Carrier directly , whether they wanted to hand it over to their insurance or handle it 'out of pocket' really doesn't concern us. All we are concerned with is getting Michael's vehicle repaired as quickly and efficiently as possible. Now with that being said, Michael could have at anytime received information on the drivers insurance. We at no point held this information from Michael, and by no means were we trying to protect Ferry. There is no reason for us to hold anything back from him. Secondly, Michael at any point could have obtained this information himself as it is public information. We as a broker where just trying to streamline the process and make it as easy for him as possible. I do not believe Michael gave us a fair shake on this matter, as we did everything we could have, and still are trying to do so to resolve this matter. Michael will be contacted and this issue will be resolved through the Carrier one way or another. We sincerely apologize to Michael and will do everything in our power to resolve this issue.