Company Response Review Report Review
READ MY REVIEW!!!!!!!!!!!!!!!!!!!!!!!

Paul Submitted this review about Direct Express Auto Transport
Review made Live: 8/17/2010 9:56:00 AM
I had no intention of posting a review this detailed until I saw all of Direct Express’ rather conceited and boastful responses to other negative reviewers. I would advocate NOT using Direct Express, but using 1FLAT-RATE. Having read many of Direct Express' responses to their bad reviews I feel I need to explain my case thoroughly since I won't have the opportunity to do so after they post their comments to my review.

I booked my shipment for California to Mississippi on July 26th with Direct Express. After waiting the customary 7 days I began to call once a day and check on my vehicle. They were kind each day in telling me that it should be taken care of soon. I waited four more days and, needing the car sooner than later, I decided on day 11 (Aug 6th) to cancel my order. At this point the customer service representative became unnecessarily rude. They said they'd refund me my $150 and it should show up in the next 7 days. Today is day 11 since the cancellation and I STILL HAVE NOT RECEIVED THE REFUND.

I then booked with 1FLAT-RATE, who requires NO DEPOSIT AT ALL, for quote that was $50 more. I booked on August 6th and the ORDER WAS FULFILLED THE SAME DAY.

The truth is that all these brokers submit your order and it is up to the truckers to pick it up. However, one way the brokers can help you is by refreshing your order on their list each day so that it moves to the top of the list and the truckers see it. My order with Direct Express had not been refreshed in the 10 days it was with them, consequently it was never seen. 1FLAT-RATE refreshes your order 3 times a day, consequently my order was accepted by a trucking line the SAME DAY it was ordered.

So I obviously prefer 1Flat-Rate over Direct Express.

Now here are my preemptive replies to everything I've seen Direct Express regurgitate in their responses to negative reviews:

1) "OUR RECORD SPEAKS FOR ITSELF". The heck it does. Your COMPENSATED CUSTOMER record speaks for itself. And as Transport Reviews nicely states at the top of your ratings page these ratings represent approximately 3% of your customers, and that "96.8% percent of your customer’s opinions are not represented on this site." Still not convinced? Try this little trick: on the left-hand side of the the Transport Reviews homepage, click 'remove compensated reviews' for the last 30 days. Guess who disappears? Direct Express. Guess who shows up? 1FLAT-RATE.

2) We're bigger and we charge less than other companies. You should say, "We're slower and we take deposits when other companies don't."

3) In a review on July 26th, 2010 a customer complained that he had not been refunded his deposit after canceling his order. Direct Express' response was that a "new employee had not processed his refund correctly." I suppose that will be the reason here too for me having yet to receive my refund? Perhaps you guys could spend a little less time with on-the-job training.

4) Yes Mississippi is off the beaten path but I was shipping the car to a location 6.5 miles from the intersection of Interstate 20 and Interstate 55. The 20 runs from Dallas to Atlanta, and the 55 from New Orleans to Chicago. Don't try and tell me truckers don't run those routes. I had one come here just yesterday with my car thanks to 1FLAT-RATE.

Don't use Direct Express. Use 1FLAT-RATE.

You can find them here with NO COMPENSATED REVIEWS and ALL positive reviews: http://www.transportreviews.com/company/1Flat-Rate-LLC.asp
Shipment Details
Origin State:
California
Pickup:
Never
Destination State:
Mississippi
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
88269
Quote or Order Cost:
$825

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 8/17/2010 11:31:00 AM
Our outstanding record speaks for itself. Mr. Redmond was trying to ship his Sienna van to Mississippi, a destination he was informed was not that easy to amalgamate 8-10 vehicles for a quick shipment. He was refunded his entire deposit last week. We wish Mr. Redmond well in all his future endeavors.