Company Response Review Report Review
Kimberly Freiley

Owen Submitted this review about Cascade Vehicle Shipping Inc.
Review made Live: 9/2/2010 3:43:00 PM
Overall I am not enthusiastic about the service I received from Cascade with Kimberley Freiley as my contact person. I had a target pickup date of Mon. Aug. 16 but told her I would be open to shipping it sooner if there was an opportunity. I called her almost daily for updates and Kim usually did not have any information for me, but would tell me she was going to look into it. She seemed to need my prompting to do the necessary work. Sometimes calls were returned as promised, sometimes not. Friday Aug. 13 arrived and she still had no information. I needed to move the pickup date one day forward so that was OK but still disconcerting.
On Tues. Aug. 16, I called again (no word from Cascade even though it was supposed to be the new pickup date) and prompted her to do the research to try to line something up. She was able to line something up for Wed (at a higher price than the original quote). I was not thrilled about the higher price, but I was pleased to have a carrier lined up. The service from the carrier, Planet Transportation, West Springfield, MA) was excellent. After the SUV was delivered, I got an email reminder from Kim about collecting the $50 rebate saying "Please do not check the box asking if you have been or will be paid for this review as this is strictly a “rebate”." However, the Cascade website clearly states " In order to qualify for the rebate program, a review of our services MUST be submitted to TransportReviews.com". Kim's request misrepresented Cascade's stated policy.
My SUV arrived in good condition. The story ended well. But the brokering service from Cascade could have been better. -Owen
Shipment Details
Origin State:
Massachusetts
Pickup:
Late
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
6197956
Quote or Order Cost:
$1150

Company Response
Terry Williams from Cascade Vehicle Shipping Inc. Submitted this response.
Response Date: 9/2/2010 4:05:00 PM
Owen, You placed your order on the 9th of August with a ready date of the 16th,we had you picked up on the 18th. We do state 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.) We did everything we could to find you a carrier for the quoted price. When we did finally find a carrier that asked for additional funds we asked you if you wanted to take it or keep looking. You agreed to the price, and we also helped out. WE TOOK OUT 90 of what we would have collected for our fee to help with the cost increase. As for the rebate. Our terms and conditions state: In order to qualify for the rebate program, a review of our services MUST be submitted to TransportReviews.com within 60 days of delivery. We ask that you analyze only the service you received from our employees within our office, not the carrier driver, as you can file a separate review dealing with that if you so choose. TransportReviews.com will send you an automated response stating they received your submission, and upon the delivery of that notice, you will become eligible. Keep in mind that we try and provide the highest level of customer service for all of our clients, however we do understand that we cannot please everyone. If you feel that you are unable to give us a 5-Star excellent rating, please contact us and we will try and compensate you. If you are still unable to provide us with a 5-Star Review, this does NOT disqualify you from the $50 rebate. I am not sure how I misrepresented anything. Its right on our website what steps need to be taken to get the rebate. You are not being compensated, you are getting a rebate from the money you have already provided. Again I do not know how I misrepresented anything about the rebate. I am happy that your vehicle arrived safely, I am sorry that you feel I misrepresented you, but I feel that I did everything I could to get your vehicle moved. Kimberly 360-834-7898 ext 235 Kimberly@Cascadevehicleshipping.com