Company Response Review Report Review
Customer Comes Last

Dwayne Parkinson Submitted this review about Express Auto Transport
Review made Live: 2/13/2009 11:12:00 PM
Express Auto Transport appears to take orders for auto transportation and then try to find a third party truck to deliver the vehicle. They state on the quote that "we will assign the carrier to pick up your vehicle usually within 1 to 7 days depending on distance and route." Well, it's been 30 days for us now with no sign of getting a truck assigned and no commitment from them to get it assigned within a day, a week or yes... even a month!

The major complaint I have is that Express Auto Transport has a very clear policy that has NOTHING to do with customer service. This company assigns trucks when it's most convenient and profitable. They in fact do measure success one transport at a time as their web site claims, but it's clearly measured by profit on that transport, not service to the customer. At some point a customer focused company would eat the profit to deliver service to their customer BUT since there are so few returning customers in this industry they can clearly afford to provide miserable service.
Shipment Details
Origin State:
Indiana
Pickup:
Never
Destination State:
Wisconsin
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
9011112109
Quote or Order Cost:
$430

Company Response
Mark Groteke from Express Auto Transport Submitted this response.
Response Date: 2/20/2009 9:24:00 AM
Express Auto Transport regrets Mr. Parkinson feels he had a bad experience. We have our own fleet of trucks as well as use trusted contractors who have to go through a detailed approval policy before being able to haul for us. Mr. Parkinson went with the standard service that does not give any exact pick up or delivery dates. We advised that with the difficult destination it may go past our average time frame. We do not assign trucks when it is convenient and profitable. We added money from our own pocket to help expedite this move. We also offered Mr. Parkinson a pre-paid Visa card to help make up for the time it was taking. Express Auto Transport prides itself on maintaining relationships with our customers and retaining repeat business.