Company Response Review Report Review
Kimberly Freiley

Emily Submitted this review about Cascade Vehicle Shipping Inc.
Review made Live: 8/25/2010 8:22:00 PM
When I needed to ship my car from the Portland OR area to St Louis MO I did some online research and was impressed by the five star reviews given to Cascade. I called them and their agent, Kim, located what their guidelines refer to as an “appropriate” carrier.

This “appropriate” carrier did not show up on the estimated pick-up date, which was August 9th, but only on the night of August 10th (we were standing by for two days). At that point Cascade cashed their deposit and more or less washed their hands of this matter.

The estimated delivery date in St Louis was August 16th. Seems my car was still in Oregon on August 16th (according to the “appropriate” carrier). It arrived in St Louis MO in the middle of the night of August 19th (dropped it off in the dark, in the median strip of a four lane thoroughfare). Between August 16th and the 19th, I got not one straight story about when the car might reasonably be delivered. Meaning that I was on standby for another four days.

Cascade’s position in all this was that they had no control over the “appropriate” carrier and that I had to expect “reasonable” delays. Guess who gets to decide what’s reasonable? Evidently, wheeling and dealing and the part of the “appropriate” carrier was to be considered reasonable. More than once Kim informed me that Cascade was not driving the truck, so there was nothing they could do.

On August 20th I received an email from Cascade, trusting that my experience with them had been “positive.” Must be a great business to be in—if things go well, Cascade sits back and collects the five stars. If things go sour, Cascade can inform the client that it’s really not Cascade’s problem. That you need to sort it out with the “appropriate” carrier they inflicted on you.

This was not my first experience with shipping a car, but it has been the worst. The next time I ship a car and want a lot of aggravation I’ll select a carrier at random. No need to pay Cascade for that.
Shipment Details
Origin State:
Oregon
Pickup:
Late
Destination State:
Missouri
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
6197559
Quote or Order Cost:
$963

Car Condition
  • Vehicle was dirty
Company Response
Terry Williams from Cascade Vehicle Shipping Inc. Submitted this response.
Response Date: 8/25/2010 8:52:00 PM
Emily, Every time I spoke with you or your sister, you were doing fine with everything, once your parents got involved your attitude changed. The estimated pick up date was the 9th, it was picked up on the 10th, still within the estimate. There is not a set day for pick up and delivery. Your sister had her cell phone on her, and I told her she did not have to hang around the house that the carrier would call her which he did. As for the delivery, no one ever informed me at delivery that it was in the median. Your father started emailing us very upset that the vehicle was delivered but never explained the details. You are the customer not your father. Everything I told you about the carrier was correct, he was delayed in leaving Oregon, and was getting to you as fast as he could. I do appreciate you talking with me tonight on the phone, I had no idea you were that unhappy with your service. Again I wish we could have done more to help you, but when it comes to the carrier we cannot control their delays, we are the broker, we stay in communication with the carrier and the customer to make sure everyone is on the same page. Every Time I spoke with you, I was able to get a hold of the carrier and let you know what was going on. It does state in our terms and conditions: The normal pickup timeframe is 1 to 10 business days. Pickup and delivery dates are contingent upon carrier availability and season. All dates and times given are an approximation. We cannot guarantee exact dates or times of when the vehicle will be picked up or delivered. Carriers may be subject to delays. Cascade Vehicle Shipping, Inc. will not be held responsible for any expense related to a delay (car rental fees, storage fees, accommodation fees, etc.) Cascade Vehicle Shipping, Inc. is an agent for you. We arrange for the transportation of the vehicle by finding an appropriate carrier. We do not own trucks or physically transport the vehicle. Our services end when the carrier is assigned and contacts you regarding pickup and delivery of the vehicle. Again we try to do everything to help, but when the carrier has possession of your vehicle, there is not much we can do except stay in communication which I did. Again I am truly sorry that your experience was not you anticipated.It looks like your complaints are about the carrier and the fact that we can not control their delays.. Sorry. Kimberly 360-834-7898 ext 235 Kimberly@Cascadevehicleshipping.com