Company Response Review Report Review
2 Months notice and can't deliver

Duane Submitted this review about Car-Go Auto Transport
Review made Live: 7/23/2011 3:52:00 AM
I used Car-Go previously and thought it was outstanding service. This time going from Hawaii to Alabama started out just as well, but now has gone downhill. I thought it was great that I got daily updates on the status of my truck, but today I realized that I've gotten the same update for 11 days (Can't schedule your truck to move). My truck has been sitting at the dock in CA for 11 days and counting (I got my first daily update on 11 Jul and it's now 22 Jul). Car-Go still is unable to schedule transportation between CA and Alabama. Since it's the weekend, it'll probably be Monday before they "TRY" to schedule it again (2 weeks in the same spot!). I wouldn't be so irritated if the truck was moving. The whole point of this company is to move vehicles and my truck has been in the same place for 11 days. Their website says they need a week notice to pick up a vehicle, but they can't seem to get a transporter to move a vehicle already in their pipeline for going on 2 weeks this coming Monday.

They quoted me three weeks to deliver, and I was willing to give them some slack on that since they don't control the boat, but having it sit for 11 days (14 on Monday) is just unacceptable. It's now a week overdue, they have no idea when it's going to start moving, and I have no idea how much longer I will be without my vehicle.

Sad thing is I sent about 12-15 people to them in the last year who were moving from Hawaii to the mainland US. All of them, thankfully, had a great experience.

So, overall, I've got mixed feelings. Last move was great, this one is terrible, all my co-workers I recommend them to had a great move.

Just for the record: I contacted them on 20 April and had made payment and recieved my receipt on 6 May for a 22 Jun drop off. I dropped the truck at the Hawaii port on 22 Jun as agreed and called them when I left the port. I paid them 47 days before I dropped the vehicle off and they can't seem to move my truck out of the CA port for 2 weeks? They had almost 2 months to plan this and couldn't get it right. I'm not happy at all.
Shipment Details
Origin State:
Hawaii
Pickup:
On Time
Destination State:
Hawaii
Delivery:
Not Provided
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
305594-TZ
Quote or Order Cost:
$2300

Company Response
Tom from Car-Go Auto Transport Submitted this response.
Response Date: 11/17/2011 4:54:00 PM
It is true that Duane placed his order with Car-Go on May 5, 2011 coming from Hawaii and delivering to Montgomery, Alabama. Duane said he would be dropping off his vehicle at the Hawaii port on June 22, 2011. The shipping line informed us that his vehicle would not ship out of Hawaii until the 7 of July with an arrival in California on July 20, 2011. We check status of arrivals every other day online and on Friday July 1st the online service still said arrival was set for July 20, 2011. With the 4th of July weekend we didn’t return to the office until Tuesday July 5, 2011, at which time I checked and was informed that the vehicle had arrived on Friday, July 1. With no prior knowledge the vehicle arrived in California 20 days ahead of schedule. We typically start working on scheduling a vehicle 7-10 days ahead of the arrival date and because this is our busy season the trucks usually schedule about 10 days in advance and can be backlogged. So at this point we began working on getting the vehicle scheduled as quickly as possible, this was 3 days after it had arrived. This delay along with the destination being out of route caused us to be about 7-10 later in delivering. I did keep Duane informed on a daily basis. However having provided him and the people he referred to us with prompt standard service he felt this delay was unacceptable.