Company Response Review Report Review
Poor customer service

Mike M. Submitted this review about Express Auto Transport
Review made Live: 3/5/2009 5:10:00 PM
Was told that auto would be picked up within 5-7 days Paid deposit (big mistake), After 5 days cuctomer rep. was assigned. After 7 days rep. sent email saying a carrier had been assigned, less than 1 hr. later another email saying carrier canceled. For the next week I tried making contact with rep. with no returned calls. Called phone nos. until I reached a live person. Told that person of my situation, she said she would have my rep. call me. THat phone call was a couple of days later, with rep telling me she was still trying to locate a carrier. After 15 days I received another email saying carrier had been located, I told rep. to cancel my order that I would not need their services.. A few days later I called Keith Hollingsworth to see if I could receive a refund on my deposit, he did not answer his phone ,left message for him to call me, (which never happened). I guess their managers must come from the same school as their customer reps. I definately would strongly reccomend not using this company...
Shipment Details
Origin State:
Pennsylvania
Pickup:
Never
Destination State:
Louisiana
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Y812303571
Quote or Order Cost:
$830

Company Response
Mark Groteke from Express Auto Transport Submitted this response.
Response Date: 3/6/2009 9:39:00 AM
Express Auto Transport regrets Mike was not happy with the experience he had with our company. Over 90% of the time, we have vehicles dispatched within 1-7 days from the ready date. Mike claims that his rep was assigned 5 days after placing his order, but he received a call from his rep the day he placed his order. We assign each of our customers a customer service rep to answer any questions they may have during the transport. Mke's rep was out sick for a couple of days, had he called our 800 number, anyone in our customer service department would have been able to assist him. Mike in fact cancelled his order 14 days later. He only chose to inform Express Auto Transport of his decision after we had assigned his vehicle for transport. Keith does not recall Mike leaving him a message and requesting a call back. He makes every effort to return all messages that are left for him.