Company Response
Mark Groteke from
Express Auto Transport Submitted this response.
Response Date: 2/6/2009 7:46:00 AM
Express Auto Transport is always concerned when a customer is not happy with the experience (s)he has had with our company. We have looked to the matter and have found false statements made in this instance.
First, we do not subcontract all of our transports. We have a fleet of our own trucks and we also have a trusted network of carriers.
Second, Mark placed his order on January 15 and his ready date was January 22, he claims that we did nothing to have his vehicle assigned to a carrier during this entire time. Nothing could be further from the truth. Our trucking division was immediately aware of his transport and began working on checking OUR trucks' availability. Also, our dispatch department began working on locating trucks within our network.
Third, Mark claims that our ESTIMATED delivery date is an automated response to pick up and has nothing to do with actual delivery. Again, this is simply not true. All pick up and delivery dates are estimated due to several factors exactly like what occered in this case. The driver was delayed due to weather conditions (ice) in Indiana.
Fourth, our contract is standard for the Auto Transport industry and as for fine print, the section that deals with damage is bold and in larger than normal font. IN NO EVENT SHALL EXPRESS AUTO, ITS SUBCONTRACTORS, AGENTS, OR EMPLOYEES BE LIABLE FOR ANY DAMAGES EXCEPT FOR
DAMAGES TO VEHICLES ACTUALLY TRANSPORTED AND ONLY TO THE EXTENT SUCH DAMAGES WERE CAUSED BY EXPRESS AUTO’S GROSS
NEGLIGENCE OR INTENTIONAL CONDUCT.
Finally, even with the delay due to weather, Mark's transport was completed within the normal timeframe for a move of this distance. Enclosed transports normally take between 1 and 10 to be assigned to a carrier from the ready date. Mark's vehicle was picked up in seven.
As for communication, Mark was contactedon at least three seperate occaions by his CSR.