Company Response Review Report Review
Cascade vehicle shipping - Jeff Newell

Sandie Submitted this review about Cascade Vehicle Shipping Inc.
Review made Live: 8/27/2009 11:49:00 AM
I had plenty of frustrations with the service provided by Jeff Newell at Cascade.

The pickup was delayed several times and each time my contact at the pickup location was inconvenienced by waiting several hours for a pickup which never happened. While this was going on, seemed that I was more invested in getting the car picked up than Jeff was. In total, it took at least 30 phone calls from me over the course of about 5 days until the car was picked up. I could not count on return calls from Jeff, I had to hunt him down. He gave me excuses like "It's Monday here", which really did not cut it.

Once the car was picked up, the service and communication provided by the shipper (Pioneer) was excellent. They connected me by phone with the driver and the driver was able to provide clear and accurate communication and excellent delivery service.

Once the pickup happened, Jeff totally checked out until I received a call from him asking for a review and telling me that he hoped for five stars. I reminded him of the delays and frustrations that happened during pickup. He told me that what mattered was the result, not the process.

Sorry Jeff, but both the result and the process count. And they don't add up to a five star review.
Shipment Details
Origin State:
New Jersey
Pickup:
Late
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
n/a
Quote or Order Cost:
$1050

Company Response
Terry Williams from Cascade Vehicle Shipping Inc. Submitted this response.
Response Date: 8/27/2009 11:59:00 AM
Sandra, We are sorry your experience was not what you expected. Your trucking company made arrangments for pick up and they are the ones with the delay not Cascade unfortunately. As outr terms and conditions state: 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. Everyone at Cascade was working with you to help you an any way they could, not just Jeff. Jeff did not check out once your vehicle was picked up, it states in our terms and conditions: Cascade Vehicle Shipping, Inc. is an agent for you. We arrange for the transportation of the vehicle by finding an appropriate carrier. We do not own trucks or physically transport the vehicle. Our services end when the carrier is assigned and contacts you regarding pickup and delivery of the vehicle. We make sure the trucking company shows up to pick up the vehicle, then communication is between the truck and customer from that point until close to delivery when we start checking the status of the truck. There is no need to call the truck over and over again while they are driving cross country. As the estimated delivery approaches, that is when we start communicating with the customer. You also called into our office during the 10 day transport for updates, and we were happy to give those to you. Again we are sorry if your experience was unpleasant.