Company Response Review Report Review
My car is still 110 miles away

Charlie Submitted this review about Direct Express Auto Transport
Review made Live: 10/7/2010 5:37:00 AM
I called this company to move my classic / restoration 1971 Beetle from Fairfax, VA to Richmond, VA as I was moving. I explained to them more than once that this car MUST be picked up in time to get it to Richmond no later than 8:30 at night, as I store my car in a storage unit and the unit is in a secured facility that locks up at 9:00 each night. This was expressed once a few days before the pickup, once the day before the pickup during a confirmation call, and numerous (at least three times over three different calls) the day of the pickup. Each time I was assured it would be picked up at around 3:30 the day of transit. Finally, after one phone call after another trying to figure out where my driver is and what he was doing, at 5:30 (way too late to schedule another driver through another company) I was told the driver wouldn't be picking me up until around 7:00 or 8:00 that evening - nowhere near enough time to get to Richmond by 9:00! After a lot of yelling I got the driver's cell number, and called him - he had never been told he'd be picking me up that early, and had other pickups already booked and it was more likely he wouldn't get to me until after 9:00! This company lied, knowing the driver would never be able to get me in time, just to keep me on the hook in the hopes that I'd just let them pick me up whenever & they'd still get their money. I made it clear, in no uncertain terms, that I want my $150 deposit back, but have yet to get it back after nearly a week of waiting. So, I know where my car is (still 110 miles away since I haven't had the time to do the move since this fiasco - I'm now down in Richmond without my classic car) ... where's my money, Direct Express Auto?
Shipment Details
Origin State:
Virginia
Pickup:
Never
Destination State:
Virginia
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
92390
Quote or Order Cost:
$300

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 10/7/2010 10:27:00 AM
Our outstanding record speaks for itself. Apparently Mr. Savas has conducted all of his communication with the driver and not us. Our records show that we assigned a driver in a timely fashion and that is the last we heard of it. That said, we never guarantee pickup or delivery times because too many things can go awry. We wish Charlie lots of luck in all his future endeavors.