worst carrier with bad customer service
monir zaman
Submitted this review about
Direct Express Auto Transport
Review made Live: 10/13/2009 7:09:00 PM
It all started from this website. First time to ship my car. did a lot of research, found direct express auto transport with a 5 star rating and pretty reasonable price. saw all the reviews.
My payment was done on Sep 13, 2009 and my vehicle was open for picked up from 09/21/2009. They assigned me a carrier Zacharia Transport LLC on 09/19/2009 and in the email saying person from the carrier should contact me soon.
Well no one called my till tuesday and then i called the zacharia transport and learned they should pick it up on thursday (09/24/2009). Gary and Dan came to pick my car up as promised on thursday and they said they had a few more pick ups to do from houston and some other places in TX and they should head for WA on Sunday and I should receive my car by the next thursday (10/01/2009).
I reached WA on saturday and rented a car on sunday hoping to get my car back on thursday. On wednesday I called DAN to get a status of the car and when will they reach on thursday. Well guess what I heard from him, They just started on Wednesday (09/30/2009) evening from TX becuase their other customers were not as cooperative as they should be and they were late!!!!!!!!!!!!!!!! I still had the rental car and paying for it. I called direct express auto transport and said that I am paying the rentals and why would you select such and irresposible carrier. All they said, they don't guranty any delivery time and i have to negotiate with the carrier itself if I need any compensation!!!! By the way, DAN (form Zacharia Transport) said they should reach WA by Tuesday (10/06/2009). So basically, I need to pay rentals for extra 6 days, I have to go to job, and it's not direct express concern even though they selected this carrier.
Well, things are not done yet. I did emailed them about the situation and called them, nothing happend. On friday, I tried to call DAN to get the update, he never picked up the phone. Then I called direct express, they said they are really working on to get status and they have emailed, faxed and called Zacharia transport, didn't get any reply from them and surely will let me know as soon as they hear from them. Guess what, no call or nothing from either Direct express or zacharia transport. You can still call it a great customer service.
Finally on monday DAN picked up my call and said they are in WA and they would come to my place int he evening. called them in the evening and thye were on their way to my place. well, no luck again this time. After an hour, DAN called me and said they have a messed up hydraulics and can't do the delivery on monday. I had to take the car on tuesday before noon because they will be out of town !!!!!!!!!!!!!!!!
I was already frustrated and said, I have my job in the morning and i can't take it before noon, they have to come in the evening. Then he said, he will do the delivery in my office in the morningby 10:00am because I go out by that time for official purposes.
Finally, they came somewhere around 9:30 a.m. The car was parked , I was in hurry and totally disgraced with their service. Did a bare visual inspection to the car, signed and received the delivery. Folks, still the misery ain't over.
I was atleast happy to get my car,, went back to office and did regular stuff. In the afternoon, when i would head toward home, I just looked at the bottom of the front bumper was damaged which I missed while doing the inspection. The damage was pretty much hidden by the curbs as they were parked closed to it and I had no time to inspect stuff very carefully. The plastic bumper had big holes probably done by clumps or something and I am certain that it was never there When Zacharia transport picked up my car and also it could n't happen while parked infront of my office.
Called DAN that evening, the next morning, afternoon, and as expected, he won't pick up the phone. Left voice messages, no reply. I filed a complaint with BBB explaining the whole thing.
Yeah, I guess its my fault that I couldn't see the damage on the first time, but think about the whole history and the situation that time.
It has been a totally nightmare with this Broker. All you pay them is for to find a carrier (doesn't matter if its crappy or not) and they won't be responsible for nothing there after. Trust me, if you think about customer service or stuff, this is not the place. If you are unlucky (!!!!) like me and things don't wok right for you with the carrier (provided its because the carrier is totally irresponsible), they are not still responsible for that. You pay rentals for extra days, you receive a damaged car, all Direct express will say to you, It is not our policy to compensate (which is in their policy agreement stuff) and we are calling, faxing and emailing the carrier to get an update.
Trust me, you have problem, you have to solve it by your own, don't expect any help from them.
Good luck with the 5 star ratings and exceptional (!!!!!!!) customer service of this company.
