Company Response Review Report Review
Okay service, vechile arrived okay.

Frank Submitted this review about Direct Express Auto Transport
Review made Live: 10/23/2008 3:34:00 PM
Used Direct Express Auto Transport because of high rating but don't think ratings matter much because it ultimately depends on driver assigned to ship your car. Nothing spectacular about the customer service with Direct Express Auto Transport. The NPS Transport Driver did the job he was hired to do but his customer service skills were bad.

Experience with Direct Express:
Person took my information down and said I would hear from someone a few days before my ship date. It was a little annoying because the person came off as grumpy over the phone. Paid the $150 deposit by credit card. Got an email a week before saying my vehicle had been assigned. Got another e-mail after my car was shipped but before it was delivered about customer satisfaction. That was the extent of my contact with them.

Experience with NPS Auto Transport:
My car got to where it needed to be but I worried about it the whole time. The driver didn't speak English very well so it was hard to communicate with him and he wasn't very accommodating. So it was pretty much him telling me when and where he would be and I had to be there because I had no clue what he would do if I wasn't there. For example, I tried to explain to him there was a large parking lot in the mall near my pickup location. He pretty much ignored what I said and told me where he was going to be. When he was filling out the Bill of Landing, he only marked up the where there were scratches on my vehicles and told me to sign. He didn't fill out the form completely (left off his his MC number, pickup date, mileage on vehicle). I also didn't agree with how he described some of the damages but he didn't say anything when I corrected the form. I don't think he checks his voicemail or bothers leaving voicemail. I had given him a cell phone number and a home phone number for the person picking up the car. He calls me the day before he wants to drop off the car saying my friend is not answering his phone. I think he was only calling the home phone. I tried to tell him to call the cell phone but he didn't seem to understand. I ended up just giving him the same cell phone number I had given him on the bill of landing. Luckily my friend answered the phone when he called because says he never got phone messages from the driver. The driver had him meet him at a car dealership parking lot 15 miles away even though there were car dealership parking lots near the delivery address. Every time he spoke to my friend, he said he wanted cash. The bill of landing says certified check is acceptable but we just wanted the car so gave him $1100 in cash. The car had vehicle fluids drops on it but luckily they weren't corrosive. When I arrived to get my car from my friend, I noticed additional minor scratches my car. The bill of landing on NPS has a disclaimer saying they are not liable for those minor damages. Again, I think this had a lot to do with the driver I was assigned to. Basically, if you are not comfortable with the driver that was assigned to you and have time to look for another shipper, look for another shipper.
Shipment Details
Origin State:
North Carolina
Pickup:
Early
Destination State:
California
Delivery:
Early
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
47243
Quote or Order Cost:
$1250

Car Condition
  • Vehicle was dirty
Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 10/23/2008 4:12:00 PM
As usual, this was excellent service. Frank says we we picked up his car 2 days after it was made available and delivered it from Jacksonville, North Carolina to Pacific Beach, California 7 days later. Well sports fans, that is fantastic service! Not sure who Frank is, because Xuan Lam set up the order and shipped it to Joshua Westwood, and neither of them complained. If Frank stops his life to write a negative review when things go right, what happens if he has a real excuse to complain? This review is really a good argument to do business with Direct Express. We wish Frank a great day and lots of luck in all his future endeavors.