Company Response Review Report Review
Possibly my worst customer service experience ever!

Patrick M Submitted this review about Cross Country Auto Transport
Review made Live: 7/28/2008 2:20:00 PM
My woes with Cross Country Auto Transport started on 6/13/2008 when I first talked to Tom Henderson. Actually, the first conversation was great and Tom told me everything that I wanted to hear. I had recently had a bad experience with another auto broker who I had first talked to on May 2nd and as of June 13th, they had still not picked up my cars. I was needing to move two Toyota's from CA to PA and when I explained the situation with the other company, Tom told me in very convincing terms why Cross Country was different. It all sounded great and I gladly paid the $300.00 deposit when Tom told me that the pick up date would be on or around 6/23/2008. I even told Tom that I was skeptical as I had heard it all from the previous auto mover and Tom told me that wouldn't be the case with Cross Country. He couldn't have been more wrong. The next three+ weeks were filled with my calls to customer service being ignored. When I would go to Tom directly, he would respond, but would tell me he couldn't help and would refer me to customer service who wouldn't return my calls 95% of the time. (Don't believe the hype of the person who comes on here to reply for Cross Country who says that they return all calls same day: it is absolutely untrue. Most of the time, I got zero response). When I wrote an e-mails to Tom mentioning the better business bureau and this site, I finally got a call from Ralph in customer service who told me that my cars would be picked up on 7/10 and in response to me complaints, told me that Tom had worked his "balls" off for me. The cars were not picked up on 7/10 and instead were picked up on 7/16. By that time though, I had given up calling them. The driver from the company that ultimately picked up the cars (Cobra Trucking) was very nice and communicated with me the whole time he was driving the cars across country. The quote that I received from Cross Country was $2,150.00 with an initial $300.00 deposit, but when the cars were being delivered the driver told me that I would need a check for $2,100. When I explained what Cross Country had quoted me and that I had paid a $300.00 deposit, he said that I would have to work that out with them as his company had nothing to do with it. I contacted Tom for a refund of my deposit and was again referred to customer service who has not responded back to me AGAIN. So long story short, I spoke to Tom at Cross Country on 6/13/08, the pick up was promised on or around 6/23 and my cars were ultimately delivered almost a month and a half after my first conversation with Tom on 7/22. In that time, my calls were constantly ignored and on the one or two occasions that they weren't I was told how tough it was for them with gas prices, etc. As I told Ralph, if that is the caser, they shouldn't makme promises that they can't keep. I wil continue to fight for my deposit because though it is only $300.00, their lack of follow through on their original committment cost me more than $1,000.00 in rental car fees. Sorry for the long review, but it could have been longer. I was truly let down by this company. I wish them well, but would never do business with them again. I am sure that someone will probably come on here from CCAT and tell you that I am wrong, but the truth is that they did a horrible job with my auto moves that caused me much frustration and also cost me a lot of extra money





Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
Pennsylvania
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1518439
Quote or Order Cost:
$2100

Company Response
Luis Molina from Cross Country Auto Transport Submitted this response.
Response Date: 7/31/2008 12:41:00 PM
Due to the industry that CCAT is in dates cannot be guaranteed. It would be almost impossible to gurantee anything in this industry due to whether, trucks breaking down, people not being able to release their vehicles, and many more. Our sales representatives are strictly forbidden to promise anything including the quote and time frame of pick up and delivery. As far as the COD, In CCAT contractual cluases if the price in deisel rises in the economy the transporter may add a fuel surcharge. CCAT customer service does their very best to call back every client by the end of the day that the client has called or emailed. We apologize for any inconvienences that this may have brought to you or your family.