Company Response Review Report Review
DO NOT USE THIS COMPANY!

Alyse Submitted this review about Cross Country Auto Transport
Review made Live: 2/6/2008 3:33:00 PM
I called Cross Country Auto Transport on Dec 4 2007 and arranged for my car to be picked up at Fort Gordon,Georgia on Dec 17-19 for $1,100. $200 deposit and $900 upon delivery. Well, Dec 17 and 18 passed with no call from the "driver" or broker so I called the Broker on the 19 the day before I was flying to Fort Lewis, Washington and she told me, Well, if the driver hasn't called your car is not being picked up today and you'll just have to leave your car with and friend in Georgia. Okay, no problem, I fly to Washington on Dec 20. Dec 21 I call the broker,still no word on when my car will be picked up. I continued to call just about ever other day until my car was finally picked on January 19, an entire month after my picked up day. And Eric Olsen would not speak to me, he just forwarded me to customer service and began ingoring my calls all together. 10 days pass and my car finally gets to Washington and the driver calls me at 10 pm to tells me I owe 1200 dollars upon delivery not 900 like my contract says. I called the broker again and they told I agreed to a rush delivery after they were late picking up my car! That doen't make any sense why would I agree to pay extra when it was the company's fault? I gave up arguing I had a rental car for the past month and I just wanted my car so I paid the 1200 dollars. This was by far the most stressful experience of my life, thus far and I have been to Iraq! Poor and rude customer service just made matters worse. Do NOT use this company, they are dishonest and you will end up paying way more than you expect between the rental car and gas and the shipping itself I spent almost $4,000 dollars on something that should have cost around $2,000. If you have to ship your car use a goverment agency or an agency the military uses, they do it all the time. When all else fails make the drive, it will save you a lot of time and money
Shipment Details
Origin State:
Georgia
Pickup:
Late
Destination State:
Washington
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1100
Quote or Order Cost:
$1400

Company Response
Luis Molina from Cross Country Auto Transport Submitted this response.
Response Date: 2/26/2008 9:48:00 AM
in response to our customers complaint we would like to clarify our side of the situation so both sides can be heard. First and foremost we sincerely apologize now and did before we even picked up our customer vehicle for the delay that occur with her transport. Due to unforeseen factors the holiday and weather prevented us CCAT to transport her vehicle within the time frame required by our terms. What customer failed to mention was that CCAT was in contact with her and gave her the options to cancel her transport and receive a full refund or she could continue transporting with our company. Customer opted to continue with our service and agreed to wait past our terms . We then scheduled a driver for pick up and our CSR rep explained to our customer due to the increase in price of fuel and due to the back up of the holidays it would cost the COD to move the vehicle which customer agreed to. BEFORE our driver went to pick up the vehicle at the pick up location they always confirm the COD with the pick up party and with the delivery party which was done. After the vehicle was release is when the customer contacted our office to find out what the difference was and that she miss understood what was explained to her. Our reps explained what needed to be done as once the vehicle is pick up services are rendered and the terms are agreed upon. We apologized for the confusion but we tried our best to get the vehicle as quickly as possible and in a safely manner. It's unfortunate that this transport went as it did and we will look further into what we can do better to better communicate to our customer out side the terms and conditions she agrees upon.