Review Report Review
Absolutely terrible service by Massey. OK service from the ACTUAL carrier.

John Submitted this review about Massey Auto Transport
Review made Live: 10/9/2009 1:45:00 PM
Cliff notes: Massey gave me horrendous clarity and accuracy in their communication. CNS's driver was great. His manager at CNS was entirely rude because she's apparently fed up with Massey's mistakes.

I requested an enclosed transport from Massey, who put together the quote and a pickup schedule that was perfectly reasonable. I was told the car would be picked up during a 2 day window and that I would be kept up to date throughout the whole process.

The car was picked up by from the origin on the first day of the 2 day window. I would have never actually known this if the seller hadn't notified me himself. Never received a call from Massey or from the driver.

Car was picked up on a Thursday and was going from CA to WA. I was told by Massey to expect the car to arrive on Tuesday. Over the weekend I put my daily driver down for maintenance and reschedule my work and appointments for Monday/Tuesday based on the expectation I won't need a car during these days and that I'll have the new one by Wednesday.

On Monday I called Massey asking for an update. They called me back and notified me that the driver wasn't able to make a couple other deliveries on time over the weekend, and my new delivery date was Wednesday. In retrospect I don't know where this came from. It could be entirely fabricated for all I know. In either case, I was told I'd receive a call from the driver a day before delivery.

On Tuesday I never received a call. Wednesday rolls around and I call Massey again. I leave a voicemail at 10am and hear nothing. So I call again around 2:30pm and get the woman on the phone again. She tells me the driver is running behind and is now going to deliver on Thursday. She then offers to give me his cellphone number - which I take.

Wednesday night around 7pm I still haven't heard from the driver, so I give him a call directly. He's in Idaho. He also didn't have my number until now. Seems like a reasonable and nice guy so now I'm confused. I ask him if his truck is actually owned by Massey or if they just contract these jobs out. Sure enough it's contracted out (not a big surprise at this point). He tells me that he notified Massey before even picking up the car that Thursday (the 8th in this case) was the delivery date. He's baffled, so am I.

Thursday rolls around and sure enough, I do get a call from the driver out of Portland, and he's on his way. He shows up around 6pm and does an excellent job with the car.

This is all fine and great until I ask him if I pay him or Massey. He says I pay him and it's cash or cashier's check only. Massey never told me this. My bank closed 5 minutes ago. Awesome. He says no problem, he gets his manager on the phone. She turns out to be his manager at the actual transport company that was used, CNS Transport out of WA. She also turns out to be incredibly rude. Direct quote "Now sir, I just want to ask you this question - how exactly did you expect to have this car transported to you without paying for it?". WHAT THE F...?!

I'm semi-livid at this point. I tell her quite directly that she's being incredibly unprofessional and rude to a customer and that I have no problem paying for transport. I explain it was simply never mentioned to me by Massey that there was any restriction with regard to payment methods. She then takes a card # over the phone and runs it with a 3% fee added. At this point I don't care and just want the whole thing done with.

After that goes through, the driverl is extremely apologetic and explains his manager is fed up with Massey in general. I tell him the obvious, which he entirely agrees to - take it out on Massey, not the customer. From this point hel and I just chat cars in general, he walks through all the details on mine, shows me a couple deliveries he recently did, etc. Great guy who did a great job and was entirely pleasant to deal with even after he's on the end of an incredibly long day delivering cars.

He gives me a few business cards for CNS transport, another apology, a firm handshake and a smile, and takes off. I'm left with a perfectly handled car that was transported to me apparently on schedule, just not the schedule I was actually given. And a FOUL taste in my mouth at the thought of even the name "Massey". Aside from the car being just fine, I feel disgusted that Massey would make even a single dollar for my business.

Your mileage may vary. But these people scream incompetence IMO.
Shipment Details
Origin State:
California
Pickup:
On Time
Destination State:
Washington
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Kutyba
Quote or Order Cost:
$800