Company Response Review Report Review
DO NOT USE THIS COMPANY

valerie Submitted this review about AutoStar Transport Express
Review made Live: 1/17/2014 7:19:00 PM
DO NOT USE THIS COMPANY - Kirsten was told my exact situation, that I had a two day window for the vehicle to be picked up in Oklahoma to be brought to New York. She told me I could cancel at any time. I signed a contract in August to guarantee them to look for a carrier for my vehicle and was told no charge would be made to my card unless they found a carrier for my vehicle. Six days before my deadline I received a call they did not have a carrier. Five days before I went online to see if there were any other companies I could use. Apparently they saw I did that and four days before they charged my credit card $185.00 which I didn't find out about until I called my credit card company to tell them not to put a charge through from them and found out it had already been done. Three days before I called them to see if they had a carrier for me and they still did not (in the meantime I was contacted by another company who did in fact have a carrier for me) . So three days before I told Kirsten I would not be using them since I found a company with a driver and to credit my credit card. Apparently by signing the contract I also agreed to giving them 10 extra days to find a driver for me even though Kirsten knew that was not an option for me. Her explanation was it is a generic contract and cannot be tailored to my needs and even though she told me otherwise on the phone I signed the contract. So moral of the story is IF YOU HAVE A 10 DAY WINDOW AND IF THEY DONT FIND A CARRIER FOR YOU IT WONT MATTER TO YOU, then use them, BUT if you need SPECIFIC DATES and it HAS to be done DO NOT USE AUTOSTAR TRANSPORT & LOGISTICS TEL 888-802-8250 because they will tell you just what you want to hear over the phone but none of that counts because you are bound by their "generic" contract.
Shipment Details
Origin State:
Oklahoma
Pickup:
Not Provided
Destination State:
New York
Delivery:
Not Provided
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
461847-QG
Quote or Order Cost:
$685

Company Response
Mike Cannon from AutoStar Transport Express Submitted this response.
Response Date: 1/18/2014 2:15:00 PM
We appreciate all feedback concerning the services provided to help us continue to grow as a leader in the transport broker business. We regret that this Customer did not give us the opportunity to fulfill the contract by cancelling the contract BEFORE the first date the vehicle was available for transport. The customer refutes that she signed a contract, a copy of which we have on file, and the signed contract is the only reason the deposit was charged on the credit card the Customer voluntarily provided to us. In addition to this the Customer also booked the transport with another broker at a higher price therefore removing any opportunity for us to successfully organize the transport of her vehicle. If the Customer had been willing to adhere to the terms of the contract or discuss paying more money for an expedited service then we too would have been able to transport. We always discuss timeframes with Customers and make it clear that we will try to work with their requested dates but, as per the contract this Customer read and signed we work with a 10 day guarantee. All of our calls are recorded and Kirsten is one of our top agents and made it very clear to this Customer as with all of her Customers that all dates for transport are estimated.