Company Response Review Report Review
10 Day Guarantee Is Worthless

Angus and Joanna Submitted this review about Express Auto Transport
Review made Live: 9/19/2008 4:12:00 PM
We were told that if we paid a $500 premium, our car would be delivered in ten days or less.

10 days came and went with no sign of the car. Phone calls to our primary contact, Maria, were not returned in a timely manner.

Yesterday evening (12 days), a driver called to tell us he would be here today (13 days) between 9 am and 10 am. Accordingly, I took the day off work so I could meet the driver when he arrived.

After 10 am came and went, I finally got hold of a customer service person around noon, Dean, who said the truck is broken down and will not be here until Monday (16 days). Since in the past they promised to have the vehicle here on Sept. 16th and then Sept 19th, and both statements proved to be false, I hope they will be here on Monday the 22nd but the track record suggests I should be worried.

The entire process convinced me this industry is littered with vendors who make false claims and miss-set expectations. Next time around I will NOT use Express Auto Transport. Their sales person encouraged us to view all their positive ratings on this Web site before we signed up to do business with him, and I just hope that if you are talking to that same sales person, you make sure to question their guarantees. Don't be suckered like we were!

I was careful to put the entire payment on my American Express card, which protects me from fraud and false promises. I learned after they picked up my car that the $500 premium for 10-day delivery is a joke - they now claim they will only refund $50 per day they are late after 10 days, and then cap their refund at $200. This is ridiculous; they basically want to charge me $300 for the same service they would have provided absent the 10-day guarantee and associated $500 premium. I am lucky to have American Express on my side XXX but others may not be so lucky. And of course all of this assumes I actually get my car (it still isn't here) XXXI hope the "break down" they talked about wasn't actually an accident that could have damaged my car!

Buyer beware XXXsteer clear of these guys!
Shipment Details
Origin State:
Rhode Island
Pickup:
On Time
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Siino
Quote or Order Cost:
$1895

Company Response
Mark Groteke from Express Auto Transport Submitted this response.
Response Date: 10/10/2008 4:19:00 PM
Express Auto Transport regrets this transport went beyond the normal ten days when our expedited service is selected. However, the expedited service is not a guaranteed service. There are simply too many varibles in transporting vehicles for anyone to be able to guarantee dates. With this in mind, Express Auto Transport offers a $50/day refund up to $200 for our customers that select expedited service and their vehicle is not delivered within ten days of the ready date. It is rare, but from time to time these moves can take longer than the ten days. What happened in this case was that the carrier had mechanical problems that caused the transport to be delayed.