Company Response Review Report Review
Dissatisfied Customer

EricS Submitted this review about Cascade Vehicle Shipping Inc.
Review made Live: 11/3/2008 4:48:00 PM
After placing my order in early Sept. for an Oct. 10 pickup, I had failed to hear again from the company. Starting on Oct. 3, I called since I was moving from WA to TX in a week and needed my car shipped. There were several problems securing a driver, apparently, even though several colleagues had recently shipped cars to and from the same location with no problem. After no response again until the day before, I called and was told that it would all be "fine" and "taken care of." The next day, my moving day, was a Friday. I heard nothing all day, and it took my phone call Friday afternoon to get a response. The response from the manager Kim was "I'll work on it." The problem was that my representative was on vacation and working on my case from her vacation. It was explained to me that the vacation was known about for months, and she was still given my case. When she left NO ONE at the company was given my case to help or check up on it. After calling Kim back 5 or 6 times (she never called me) I finally called back to no answer. She had left for the night and not told me any resolve what-so-ever. After leaving my car with a friend who was unpleasantly surprised to have a car for an extended time frame, I set off on my road trip. After hearing nothing all weekend, I called AGAIN on Monday to hear that Lori was back from vacation, and low and behold, had found a driver. The driver was not going to pick the car up till later that week, but should be down in Texas no problem by the 22. The car did not end up getting delivered until the 25. My wife had flown down halfway through the trip and was going to start using the car on the 24th, but obviously could not. When asked if there would be any restitution, the response I got from the OWNER was to read the terms and conditions. I was highly aware of them, but the only reason I didn't change to a different company the week I was leaving was because I was repeatedly reminded of the 5-star ratings, 5-star service, and that it would all be "taken care of." It wasn't, and I feel cheated out of my time and money. The only good thing about this whole transaction was that the driver Mike was professional, hardworking, and flexible getting me my car. I will never use this company again (I move pretty often), and I will not be recommending them to anyone I know. For about the same price there are many other companies that provide the service they promise.
Shipment Details
Origin State:
Washington
Pickup:
Late
Destination State:
Texas
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
554267
Quote or Order Cost:
$1250

Car Condition
  • Vehicle was dirty
Company Response
Terry Williams from Cascade Vehicle Shipping Inc. Submitted this response.
Response Date: 11/3/2008 6:47:00 PM
Eric, We at Cascade did everything we could to get your vehicle moved for you. Your vehicle had a ready date of the 12th of October. We did find you a carrier and they picked up on the 17th of October. The delivery date was for the 22nd of October, then switched to the 25th of October. As is states in our terms and conditions: The normal pickup timeframe is 1 to 10 business days. Pickup and delivery dates are contingent upon carrier availability and season. All dates and times given are an approximation. We cannot guarantee exact dates or times of when the vehicle will be picked up or delivered. Carriers may be subject to delays. Cascade Vehicle Shipping, Inc. will not be held responsible for any expense related to a delay (car rental fees, storage fees, accommodation fees, etc.) As far as Kim calling you back, she stayed in communication with you as much as possible whenever Lori was not available. When Lori was on vacation, the other employees did everything they could do to help in her absence. We ask that everyone has a Plan B in case a truck cannot be found by the date you specify. We cannot guarantee a truck for a specific day as it states above. As far as the restitution for your situation, you were given a discount for your deposit, and the trucking company offered you some compensation for their delay. Most trucking companies would not normally do that, so you were lucky to have such an understanding trucking company. Cascade however did our job in finding a carrier for you which is what you hired us to do. We apologize for your dissatisfied experience.