Company Response Review Report Review
Our Experience

William Huckaby Submitted this review about SGT Auto Transport
Review made Live: 5/22/2023 1:30:00 PM
Our car was delivered to us in good condition, and in the estimated time frame. You need to know you are dealing with a broker, and not the actual company that will be driving your vehicle - but that is how all of the transport companies we contacted operated. One issue is I don't feel like I was the customer - the truck driver transporting our vehicle is clearly the customer. Our car was picked up in Pullman, Washington approximately two blocks from the home it was at (perfect), but when it was delivered we had to drive 30 minutes away to meet the driver at a truck stop next to the interstate - clearly there were suitable places closer to our home, but he wanted to be near the interstate he was going to be traveling on. The other issue was the timing for pick up and drop off: the pick up was scheduled and happened at 9:30pm, and we were originally told by the driver the drop off near Knoxville, TN would be about 7pm (a week later). We were then contacted about 3 hours before drop off and told he was delayed because he had another drop off near Nashville, and we could either meet him at the truck stop at 11pm, or 6am. I asked him if he could make it 7am, and he said no, he wanted to be on the road by 6:15am. So we were up at 5:15am to drive the almost 20 miles to pick up our car. So clearly not door to door service, and it feels like the truck driver is the customer as we had to work around his schedule for a 9:30pm pick up, and 6am drop off 30 minutes from our home.
Shipment Details
Origin:
Pullman, Washington
Pickup:
On Time
Destination:
Tennessee
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Quote or Order Cost:
$0

Company Response
SGT Auto Transport from SGT Auto Transport Submitted this response.
Response Date: 5/29/2023 1:44:00 PM
Thank you for your valuable feedback regarding your recent experience with our car transport service. We apologize for any inconvenience caused and appreciate you taking the time to share your concerns. Firstly, we would like to clarify that as a broker, we work with various carrier companies to facilitate the transportation of vehicles. While we strive to ensure a smooth and seamless experience for our customers, it is important to note that the actual transportation is handled by the carrier company. Regarding the pick-up and delivery locations, we understand your frustration with having to meet the driver at a truck stop 30 minutes away from your home. We would like to explain that in certain cases, when the original pick-up or delivery location is not easily accessible for a large truck, the driver may suggest an alternative nearby location for convenience and safety reasons. However, we acknowledge that suitable options closer to your home should have been considered, and we apologize for the inconvenience caused. Additionally, we apologize for the miscommunication regarding the timing of the pick-up and drop-off. Our estimated time frames are provided as a guideline, and while we make every effort to adhere to them, unforeseen circumstances such as additional drop-offs or delays can occur during the transportation process. We apologize for any inconvenience caused by the change in schedule and for not being able to accommodate your preferred drop-off time. Please be assured that we value your feedback and take it seriously. We will conduct an audit and address the issues you raised with the carrier company to ensure that proper protocols are followed and to prevent similar incidents from occurring in the future. We strive to provide excellent service and appreciate your patience and understanding. If there is anything else we can do to assist you or if you have any further concerns, please do not hesitate to reach out to us. We are here to help and will do our best to address any additional questions or issues you may have. Thank you once again for bringing this to our attention.