Company Response Review Report Review
A Company With No Integrity

William K. Submitted this review about Direct Express Auto Transport
Review made Live: 5/2/2008 6:35:00 PM
This company will not accept responsibility for anything! I was here each time my wife called regarding the shipping of the VW van and she has everything written down as to what was said, etc. Since the call was on speaker phone I was able to hear the conversations as well. She spoke with Renee, Britney, and Jennie before she was able to speak with Mike. This was after she was told to call back two different times (April 18 and April 21) because the computers were down. When she asked to speak with a manager or supervisor that is when she was told that the manager, Kelly, was not in, at lunch, or had gone home (east and west coast time mix-up). If anyone would like the names of which girls said what, we have that information. It was one lie after another and they had been caught.

Mike stated that they would refund half of the deposit (which they did). In fact he said Renee had already done it. He absolutely said to give it until April 30 and if had not shipped by that date that THEY WOULD GET BACK TO US and refund the other half for the driver. We take that to mean they will call us! He is the one that is making the false claim. She would have called them on April 30 then instead of waiting until May 1 if that had been the case. Makes sense, doesn't it? He even said he had the note on his desk.

Since the order is written in my name, I now feel it is time for me to respond to their false accusations. Our
experience appears very similar to one written on April 25. Since I heard the entire conversation I would like to know how my wife was irrational, insulting, and threatening? He put her on hold and thought she would get tired of waiting and hang up, which was not the case. After spending 39 years in a classroom setting, she is one of the most patient and disciplined people you could ever meet. She also takes copious notes! She waited because she knew how difficult it is to get to speak to anyone at Direct Express. Mike supposedly was not in on April 18, 21, or May 1. But he suddenly appeared and talked to her on April 21 and May 1. Amazing!! Is that honesty and integrity?

She did not look a gift horse in the mouth. Does he really think his sarcasm is cute?? Simply UNPROFESSIONAL! If she wouldn't get off the phone, was abusive, and threatening, why didn't he just hang up instead of putting her on hold??? He had stated that the van was probably not picked up because it is an older model and heavier (gas prices). Must not have much experience in making quotes for older cars then. After all these problems and lies we feel he promised something on April 21 and probably had no intention of following through. She never spoke to Mike after he put her on hold. She spoke with Briana who was rude and irrational. Yes, we have both learned something from this experience. YOU GET WHAT YOU PAY FOR. We hope Mr. Mike Rupers can infer from this that we would not have shipped with his company after this experience if he offered it for FREE. His number of complaints at the Golden Gate BBB will soon be 33. They are sending the forms!


Shipment Details
Origin State:
California
Pickup:
Never
Destination State:
Iowa
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
34332
Quote or Order Cost:
$775

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 2/18/2009 4:01:00 PM
We think it is admirable that customer William of California would defend his wife. He's wrong about his wife's conduct in this matter, and equally wrong about ours - which is why we advised his wife not to look a gift horse in the mouth. But we find it somehow endearing that he went to bat for her. That's what a fella ought to do. We wish William well in all his future endeavors.