I had a very specific set of requirements regarding timing and location of a vehicle drop off due to needing to use the car up until my departure via Logan airport in Boston. I discussed this in detail with each and every vendor and was verbally assured by Ellie Waterford that she did this routinely. Once I placed the order, she had nothing further to do with me and handed me to customer service. I again gave customer service a detailed briefing on my requirements in terms of timing and location, but did not get any call back to confirm. I had to call them again, was handed over to dispatch. This individual talked with the trucking company who gave them the terminal address that was 25 miles from Logan Airport and not convenient to accessing transportation to the airport. I told the dispatch person that this wasn't even close to what I has asked for and what I had been assured would be taken care of, but he said it was up to me to work it out. At this point, Exceptional auto dropped all further service with me. When I called after dropping off the vehicle to complain, I was told by Ellie's supervisor that they had done what they promised.
We had to confirm all arrangements with the trucking company and the terminal location ourselves. I have learned that the broker is paid a $200 fee for their work (Posting the vehicle on a common board, confirming the trucker) and that we could have contracted directly with the trucking company. That would have been more efficient and convenient.
And, the price changed in the course of 2 days, going up by $75. Ellie sent me a listing of various vehicles/quotes, but the listing didn't support a $75 price change.
Overall, extremely poor service, their attitude was that they had done their job, even though they had not even come close to fulfilling our requirements in terms of dropoff location. I would not use them and would strongly recommend that everyone DO NOT USE THIS COMPANY!!
Shipment Details
Origin State:
Massachusetts
Pickup:
On Time
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
36226-SP
Quote or Order Cost:
$1100
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