Company Response Review Report Review
Terrible Service From A Terrible Company

Matt F Submitted this review about eShip
Review made Live: 9/11/2016 2:45:00 PM
We were moving across the country, from NC to AZ. I called around to get quotes from many different auto transport companies. Maggie was the Eship representative I spoke to in the beginning. The "guaranteed" quote was for $1,050 and I was told that Eship didn't use the same "bid system" that other transport companies used. I was told that Eship had a list of dedicated drivers and that one would be assigned to pick up our vehicle as the moving date approached. Our move date was August 24th and I had confirmed a credit card number with Eship on July 15th, thus completing the order over a month in advance. As time grew closer to our move date we noticed that our deposit had not yet been charged to our card. I called Maggie two weeks before August 24 to confirm that everything was still on schedule and was told "There is no way that your pick up window will open without a driver being assigned to your vehicle."

It was the day before our pick up window opened and still no deposit had been charged to our credit card. I called Maggie and got her voicemail. I left a message explaining my concern and asking her to return my call so we could discuss the situation. About 30 minutes later I received a text from Maggie stating that she was having problems finding a driver that would deliver to Prescott, AZ. This was the last thing I wanted to hear, especially since I was repeatedly assured that this would not happen. I texted back saying that I was concerned that she answered my phone call with a text when I specifically asked for a return call. Maggie responded that she was with her family and that she would contact me by tomorrow (the opening day of our pick up window, 3 days before we leave.) The next 36 hours passed (first day of our pick up window) and no phone call, no text, no email, no contact of any kind.

On the second day of our pick up window, I called Maggie at 8am on a weekday and received no answer. At this point we called the 800 number for Eship and spoke to a different rep who deflected our complaints by reciting phrases such as "Our company has 5 star reviews and a great customer service record." as if that made any difference to us. He then told us that he needed to contact some carriers and would call us right back. 3 hours passed and no return call. At this point we were forced to schedule a last minute transport with a different company and canceled our order with Eship.

The bottom line is that Eship had over a month to work out any issues with transport but seemed to wait until the very last minute only to not come through at the time when we needed it most. Oh, the irony... Eship advertises "WE SPECIALIZE IN RESCUING THOSE WHO HAVE BEEN BURNED BY OTHER COMPANIES..." and for us, they became one of those "other companies". All in all, this was a terrible experience and I strongly suggest that you do not do business with Eship Transport.
Shipment Details
Origin State:
North Carolina
Pickup:
Never
Destination State:
Arizona
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
300811-DY
Quote or Order Cost:
$1050

Company Response
Craig G from eShip Submitted this response.
Response Date: 9/11/2016 8:08:00 PM
I am sorry we could not find a driver, we at eship did not charge you at all until your driver and rate was secured because of your tough route going to prescott ( in remote location). We most definitely did not burn you, we had one driver who was interested but couldnt meet your dates. We do have a customer service team available 7 days a week for all clients. We give top customer service, and in rare case we have an issue it is on tough route and we dont charge any deposit until your rate and driver are secured and GUARANTEED. we stayed in communication the entire time and were available anytime to speak with you. we will also use this situation to grow and be more clear in future with tough pickup or delivery locations.