Barely recommended

Eric Submitted this review about SGT Auto Transport
Review made Live: 12/24/2024 5:12:00 AM
Poor communication: Communication was great directly with SGT in the beginning, quick to respond, friendly and answered all questions but after the agreement was done there was practically no communication or updates for my shipment. Not even that the car was picked up. I was continually told they were reaching out to the carrier to get status....none ever came. The dealership told me the car was picked up 2 days later. Also no contact from the driver until he was 3 hrs away from delivery. Bait n switch forced payment: I clearly stated in the early negotiations there were wheels in the car that were coming with and were less than 150 lbs, no comment was made about additional up-charges. Then the driver would not pick up car unless an additional $150 was paid right away which I paid. Most other carriers allow cargo not exceeding 200 lbs. When this was addressed with SGT they claimed I did not disclose the additional cargo at time of contract signing not did the company associate ask which they normally do. They will not go bac and review the audio recordings prior to the signing because they will see I told the associate. So I was forced to pay an additional $150 at the last min when the driver was at the pick-up. SGT should cover their oversight. Door to Door up to driver: Upon delivery the driver would not come within 10 miles of my residence since he had a 125ft hauler (no fault of myself, I have no control over this) so I had to arrange transport down to the highway rest-stop to pick up vehicle late at night in the dark. A discount should be in order for this since it was not near door to door delivery as they state and I have pretty good sized roads to my community and a car dealership on the way. He could have attempted to get closer since they deliver to a Ram and Ford dealership. SGT claims it is left up to the drivers discression. They should not claim door to door if they cannot guarantee. Lastly the car was delivered slightly late in the day at 8:30pm, driver told me there was bad weather on the route and based on how dirty the cars were (open trailer) I am sure it was fact. He said it had to be offloaded now regardless of time. Summary: I found no additional damage to the car upon inspection the next day and I did pay an additional $100 to have the car transported on the 2nd level of the trailer to cut down on road debris and the driver did load it correctly. So all in all the car arrived within the agreed timeline and in good condition. Overall the above things can be avoided with better planning and communication up front and a discount offered for the inconveniences. At the end of the day the transport cost was pretty much the same as their competitors with some additional un-needed stress. With SGT don't count on everything you read on their site or what they sell you over the phone and keep your expectations low.

Company Response
SGT Auto Transport from SGT Auto Transport Submitted this response.
Response Date: 12/27/2024 1:03:00 PM
Dear Eric, We sincerely apologize for the inconvenience and stress caused during your vehicle transport experience. We understand the importance of clear communication and regret that our service fell short in this area after the initial stages. We apologize for the lack of updates regarding your shipment status. We strive to keep our customers informed throughout the process, and we regret this was not your experience. Your feedback highlights an area where we can improve, and we will work diligently to ensure better communication moving forward. Regarding the additional $150 for the wheels in the vehicle, we understand your frustration. While we do our best to anticipate and communicate all costs upfront, the final decision on such charges is ultimately made by the carrier, as they assess the weight and impact of additional items during transport. We understand this can be frustrating, and we will take steps to ensure our associates thoroughly discuss these details during the initial agreement. We regret the inconvenience caused by the delivery location. While we aim to provide door-to-door service, the final delivery route is determined by the driver's ability to navigate the area safely with their equipment. We understand how this can feel inconsistent with expectations and will ensure our communication reflects these potential limitations more accurately in the future. We are glad to hear that your car arrived within the agreed timeline and in good condition, and we appreciate your understanding of the challenges posed by weather during transport. Thank you for noting the care taken with the vehicle placement on the trailer. We take your feedback seriously and will use it to improve our processes and communication. We understand the added stress you experienced and sincerely apologize for the issues. Your experience is valuable in helping us enhance our services, and we hope to restore your confidence in us should you consider using our services again. Thank you for your honest review. Please feel free to reach out if you’d like to discuss this further. Sincerely,