Company Response Review Report Review
Disaster and Nightmare, wish I had never given my key

Vanessa Submitted this review about Hilton Auto Transport
Review made Live: 11/20/2009 11:00:00 PM
I do not understand why Hilton has so many 5-star reviews but if you are back-luck as I was, be careful with Hilton (they absolutely has nothing to do Hilton hotel corporation). My short conclusion is Hilton transportation is irresponsible and not trustworthy. Neither is its partner. They would not be responsible to any damage, just fooling you around and waste your time.

I put a review here the 3rd week after my car shipped from Los Angeles to Boston, which happened in late June. Hilton outsourced the service to Ace Auto Transport (AAT). The driver had my car hit from the top and scratched everywhere. Nichole called me the 2nd day to request me to take the review off and claimed that Hilton and AAT each would compensate 1/3 of the overall expense. According to them, the insurance company would not take care the damage because I did not report the damage within two weeks. Consequently I had to be responsible for the rest 1/3. I agreed and took off the review right away. Two weeks after they got the itemized price quote fax, $1,600, I called them and was told they changed their mind to have the insurance company cover the full amount because it was so expensive. They confronted with the driver and left me some agent number. Then they walked away. It was August.

In the following 4 months, I made countless phone calls to the insurance agents and to Midway Insurance Management. Until yesterday, I was told by an adjuster that my claim was denied because the driver denied my charge! Two freaking things:
1. A 3rd company name came out of nowhere. The company listed in Midway is ASAP Express.
2. I remember the driver picking up my car was Hispanic. But the name showed in the insurance company was “Kil H. Lee”. At least it looks quite Asian to me.
So 5 months later, I got it that Nichole and AAT never meant to be responsible for the damage at all. Personally I never deal with such irresponsible and evil business persons. I wished that I had never handed my car key to these jerks.
For the damage to the top of my car, picture is available
http://picasaweb.google.com/huyuhust/AutoShipmentDamage#5358862413562989890
The scratch is displayed
http://picasaweb.google.com/huyuhust/AutoShipmentDamage#5358861876581497602
The review I put in July is available below
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

“I used Hilton service to transport my car from LA to Boston. Due to so many good reviews and low cost, I passed my car to its hand, which was totally a nightmare.


1. First of all, Hilton does not have its own transport team. More or less, it acts like an agent and lives with commission. My car was actually shipped by an Irvine company named Ace Transport.
2. Long transport time. I have three friends shipped their cars from CA to NJ and NY and was told by them, a whole week, no more, no less. So I gave an estimation of 8 days. It turns out they did not make it such that I had to rent a car which costs me nearly another $100.
3. BAD service and bad information. My car was SCRATCHED so many stripes on the top and was strongly HIT from the above. My friend signed for me and the irresponsible driver just got away while I stuck in Boston traffic because the driver did not tell us the exact time to drop off the car.
4. Mean term. Their term says it is YOU and your car insurance company should be responsible for any harm to your car during the transportation. BUT you would not be informed so but assuring you that they have insurance for your car. After signed that contract, I had a feeling of being cheated. But by that time, it is already too late to contact any other transporters.

I really doubt how come such a bad company can gain so many 5-star reviews? Or everyone is just nice?
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
Massachusetts
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
9612
Quote or Order Cost:
$900

Car Condition
  • Vehicle was damaged
Company Response
Nichole from Hilton Auto Transport Submitted this response.
Response Date: 11/21/2009 11:55:00 AM
We have 5 star reviews because we take care of damage caused in shipping. We told this customer that we would help and we will. They did not do there part. If this damage was caused in transport it should have been listed on the drop off. The fact that people can't note damage on the drop is not our fault. We did not get a call on this until 3 weeks after the drop. We all know that this in not how this works. There is full insurance in place when damage happens during the auto transport and is marked down on the drop. Ace auto is out of Riverside is one of the best around. An insurance agent reviewed all of this claim. Not much we can do when everyone does not do there part. We have been around 6 years and have had no trouble, this says a lot.