Company Response Review Report Review
Prompt but some problems

ABF Submitted this review about Cascade Vehicle Shipping Inc.
Review made Live: 9/8/2010 12:35:00 PM
Overall, I got what I was looking for: we needed to ship a car from CA to WA. We contacted CVS on-line and got a quote immediately, followed by several f/u calls and e-mails. I found that Kim was VERY quick to reply to my questions, esp when we were still booking. The problems occurred AFTER we booked. I called in a credit card # and reiterated to the person I spoke with that we couldn't do a pick up on the weekend. Sure enough, they call me to do a saturday pick-up. I said, no, but then meanwhile the truck already contacted the person on the other end, asking to do a weekend pick-up. I really didn't want her bothered and I had been clear in my instructions. When I called Kim to complain, she seemed unconcerned (also the person answering the phones was snotty and disconnected me more than once).

Then, several days went by. Kim was good about updating me and letting me know they were looking.

When they did finally find someone, he wanted more money and wanted to pick up the day they called! We scrambled to get someone to the house to be there to meet him. Kim offered that they could keep looking for someone else, but by that time several days had passed and we were living without our car! I think CVS should have honored the original quote, but she did give me the option of declining the higher price and waiting, so I guess it was not terrible.

The car arrived safely and quickly. One surprise was that the driver only accepted cash, no credit card or check. He let us know one day in advance so we were able to rush out to the ATM (and then had to go elsewhere to get the rest- the bank will only let you withdraw 500 on a single day).

I thought the service was just ok, not stellar, though I imagine much of it was out of Kim's control.

It should be noted that while customers are not paid to review, there is the promise of a 50 dollar rebate to get you to complete the review.
Shipment Details
Origin State:
California
Pickup:
On Time
Destination State:
Washington
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
6199336
Quote or Order Cost:
$775

Company Response
Terry Williams from Cascade Vehicle Shipping Inc. Submitted this response.
Response Date: 9/8/2010 1:35:00 PM
Alexandra, The first carrier we found did want to pick up on the weekends, but you never told me it was only Monday through Friday. Once you told me that they couldnot do weekends, we cancelled the carrier at NO COST to you and began looking for another one that would only pick up Monday through Friday. I was concerned when I heard this and I am sorry if you did not think so. I always want to make sure my customers are happy. You gave me a three star review, but you stated that I stayed in communication with you through the whole thing, doesnt that show that great customer service, which is the main part of my job? As for the receptionist, she did not disconnect you, we have been having phone issues where sometimes our lines get lost. She never disconnected you. As for the truck wanting additional funds, yes sometimes that happens. but we always give you the option to pass on the truck. You decided to take this carrier. We take a deposit of 265, but to help you out with the cost increase, WE TOOK 65 of what we would collect and put it towards the carrier to help. you. Again I would say that this shows that we do care about our customer and want to help as much as we can. The ultimate goal is to get your vehicle moved. I did go over with you how the carrier is to be paid with either cash or certified funds, it is also stated in the terms and conditions that are given to you with the quote and then again when you place your order. It states in our terms and conditions: Payment to the carrier is due upon delivery. Unless other arrangements have been made ahead of time, payment will be made with cash, cashiers check or money order. Should delivery be attempted after proper notification (2 to 24 hours in advance to phone number provided) and the shipper (or agent) is 1) unavailable to receive delivery, 2) does not have the proper funds, or 3) refuses delivery of the vehicle, carrier will transport the vehicle to a nearby storage facility until the matter can be resolved. Shipper (or agent) will be responsible for any accumulated storage fees, redelivery fees, etc. I am sorry that you were not completely satisfied with the service we provided, but I feel that my customer service was excellent, you stated about the communication which is what my job is. We found you a carrier, you had the option to decline, you didn't. I don't completely understand the 3 star rating, but I am sorry you feel this way. Kimberly 360-834-7898 ext 235 Kimberly@Cascadevehicleshipping.com