Direct Express is a borker not the carrier. They put out notices of jobs and wait for independent truckers to respond. They then check insurance and licensing and give the trucker the job. They collect their fee from the customer up front as a deposit and you pay the trucker directly in cash on delivery.
PROS: They answer the phone quickly & without to many phone tree pushes. Questions are answered quickly. They found a carrier in three business days. Pick up and drop off wee on time. They telephoned the repair shops at the pick up and drop off points a few hours before each.and both pick up and drop off were on time. The carrier to which they gave the job, Hermes Trans had excellent customer service and went out of the way to find solutions for a problem created by Direct Express.
CONS: I told Direct Express that I was stuck on the road, did not have consistent web access, and to contact me by phone. I called them daily to see if a carrier had been found. they said after one day that they had expressions of interest and were just waiting for a fax of insurance documents. Nevertheless, they did not call to say they found anyone, & had not assigned the job as of late that afternoon. Although they phoned the pick up repair shop, they neve phoned. Instead, a few hours before pick up they sent an email to me telling me the car would be picked up that day, and telling me for the first time that even though the $159 deposit was taken by Direct over the phone, that the balance had to be paid by cash to the driver at the drop. I was not at the drop point and the carrier did not take credit cards. If cahs had to bve sent to the dorp off shop, I should have been told when they took the deposit so I could make arrangements.
Also my rep, Ashley, claimed I had to accept their price that day or it couldn't be held because the carrier wouldn't hold the prrice. Thie truth is that they didn't have a carrier ready, and they set the price and waited several days before a carrier accepted it. Her statement was false and obviously simply a high pressure sales technique. These things kept them from having a 5-star rating.
Shipment Details
Origin State:
South Carolina
Pickup:
On Time
Destination State:
Florida
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
148570
Quote or Order Cost:
$559
Report Review
I would like to report this review.
Please use the drop down below to select a reason to remove this review.
Duplicate Review
Please enter the web url of the two "Duplicate" Reviews.
Bad Language
Too Short
Other Reason
Bad Language
You will need to Log In to your account.
Then you will be able to run the "Non-Customer-Review" proccess.
