Company Response Review Report Review
Awful irresponsible company

Vanessa Submitted this review about Ace Auto Trans Inc.
Review made Live: 11/20/2009 10:50:00 PM
This is a long story but if you want to put your beloved vehicle into some good hands, please be patient and finish it. My short conclusion is Hilton transportation is not trustworthy at all. Neither are its partners. They would not be responsible to any damage, just fooling you around and waste your time.

I put a review here the 3rd week after my car shipped from Los Angeles to Boston, which happened in late June. Hilton outsourced the service to Ace Auto Transport (AAT). The driver had my car hit from the top and scratched everywhere. Nichole called me the 2nd day to request me to take the review off and claimed that Hilton and AAT each would compensate 1/3 of the overall expense. According to them, the insurance company would not take care the damage because I did not report the damage within two weeks. Consequently I had to be responsible for the rest 1/3. I agreed and took off the review right away. Two weeks after they got the itemized price quote fax, $1,600, I called them and was told they changed their mind to have the insurance company cover the full amount because it was so expensive. They confronted with the driver and left me some agent number. Then they walked away. It was August.

In the following 4 months, I made countless phone calls to the insurance agents and to Midway Insurance Management. Until yesterday, I was told by an adjuster that my claim was denied because the driver denied my charge! Two freaking things:
1. A 3rd company name came out of nowhere. The company listed in Midway is ASAP Express.
2. I remember the driver picking up my car was Hispanic. But the name showed in the insurance company was “Kil H. Lee”. At least it looks quite Asian to me.
So 5 months later, I got it that Nichole and AAT never meant to be responsible for the damage at all. Personally I never deal with such irresponsible and evil business persons. I wished that I had never handed my car key to these jerks.
For the damage to the top of my car, picture is available
http://picasaweb.google.com/huyuhust/AutoShipmentDamage#5358862413562989890
The scratch is displayed
http://picasaweb.google.com/huyuhust/AutoShipmentDamage#5358861876581497602
The review I put in July is available below
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

“I used Hilton service to transport my car from LA to Boston. Due to so many good reviews and low cost, I passed my car to its hand, which was totally a nightmare.


1. First of all, Hilton does not have its own transport team. More or less, it acts like an agent and lives with commission. My car was actually shipped by an Irvine company named Ace Transport.
2. Long transport time. I have three friends shipped their cars from CA to NJ and NY and was told by them, a whole week, no more, no less. So I gave an estimation of 8 days. It turns out they did not make it such that I had to rent a car which costs me nearly another $100.
3. BAD service and bad information. My car was SCRATCHED so many stripes on the top and was strongly HIT from the above. My friend signed for me and the irresponsible driver just got away while I stuck in Boston traffic because the driver did not tell us the exact time to drop off the car.
4. Mean term. Their term says it is YOU and your car insurance company should be responsible for any harm to your car during the transportation. BUT you would not be informed so but assuring you that they have insurance for your car. After signed that contract, I had a feeling of being cheated. But by that time, it is already too late to contact any other transporters.

I really doubt how come such a bad company can gain so many 5-star reviews? Or everyone is just nice?
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
Massachusetts
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
9612
Quote or Order Cost:
$900

Car Condition
  • Vehicle was damaged
Company Response
Shana from Ace Auto Trans Inc. Submitted this response.
Response Date: 9/29/2010 1:58:00 PM
We first found out about the issue after the customer had posted a review on transport reviews. We had to contact her to see what was going on. She did not contact the broker or our company. This was 10 days after delivery of her vehicle. This issue has been reviewed by the insurance company and BBB, and both were closed due to lack of evidence.