Company Response Review Report Review
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Charlie Submitted this review about Express Auto Transport
Review made Live: 3/6/2009 6:33:00 PM
I will start off by saying this company gets a grade of F in my book. I was overly patient with the folks but they did not end up living to their end of the quote. 18 days later I had no other choice but to tell them to refund my money I was fully aware that there was no set date of pickup but the customer service rep on three to four occasions told me they were working on it. Its my personal opinion that if you cant find someone in three weeks maybe they should have sucked it up and threw it on one of there own trucks. If you plan on using this service never pay up front like i did , so when it comes time to get your refund you wont be waiting for them to get around to it "which i was told takes another 7 to 10 days lol are we kidding I am a model customer pays for the whole cost up front, doesn't call daily to harass them and even gave these guys more time than needed to secure a transporter. One thing I have learned is i will never use a broker for shipping vehicles or anything else for that matter again.The communication on the other hand is pretty straight forward and honest you get no run around on the phone.I did call today left a voice mail for Mellisa I waited the better part of the day and got no response I told her in a previous message if it could not be filled by a certain date then i would be forced to cancel, with no response back i had no other choice to call the 1 800 number and cancel this shipment.I am in the service industry and our company prides ourselves on "removing the customers problem off of their hands" unfortunately express dropped the ball on this one

this company gets a poor rating score from me because of

1. They got their quote approved and paid for in full up front and couldn't find a shipper in a reasonable amount of time (in my own opinion 18 days After payment was made)

Shipment Details
Origin State:
Arizona
Pickup:
Never
Destination State:
Massachusetts
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Y9013011325
Quote or Order Cost:
$1220

Company Response
Mark Groteke from Express Auto Transport Submitted this response.
Response Date: 3/12/2009 12:32:00 PM
It is always Express Auto Transports goal that all of our customers are completely satisfied with the service we provide. It is clear that Charlie is not satisfied with the service he received. We pride ourselves with keeping our customers up to date throughout the entire transport process, which Charlie states he was. It appears that Charlies dissatisfaction is due to not finding a carrier that was running this particular route. Once Charlie placed his order, our trucking department became immediately aware of Charlies transport and began looking to see if his transport could go on one of our trucks. In addition, our dispatch department began to work immediately on locating a carrier within our trusted network of carriers.