Company Response Review Report Review
Advanced Planning Didn't Pay Off

Jonathan Submitted this review about Direct Express Auto Transport
Review made Live: 11/1/2008 2:00:00 PM
I was relocating to Virginia for a new work assignment and visited this website for reviews on car transport companies since this was my first time shipping a car. Direct Express Auto Transport has a good track record, but my experience was apparently an exception. Allow me to give you the lesson from my experience and then provide the details if you are interested.

LESSON OF MY EXPERIENCE
I should have been more proactive in dealing with Direct Express Auto Transport, and this applies to all transport brokers. If you haven’t received a confirmation within a reasonable amount of time that your order has been fulfilled you should follow up with the broker (and other transport companies) so you are not left without options.

MY EXPERIENCE / TIMELINE
I needed my 2005 Honda Accord delivered on or around September 3, 2008 to Virginia and included this in the instructions on my order. I indicated that my car would be available for pick up in Utah as early as August 18th . Here is the timeline of events:

July 30 – Contacted several brokers and decided to go with Direct Express Auto Transport since their price was only $875 ($200 less than the competition).

August 22 – After 3 weeks of waiting I contacted the company to check on the status of my order. They indicated that no driver had been assigned but they were still working on it.

September 2 – I sent an e-mail that received no response. I called the company to check to see when they would be picking up the car. I was told that no driver was found at the price of $875. The representative said I could cancel the order or “turbo-charge” my order (a.k.a. increasing the price by $100 to $200) and the chances of it being picked up would be improved. I cancelled my order and went with Specialty Mobile Systems. I was told my deposit would be credited to my account by September 12.

September 15 – called again to request a refund and was transferred directly to the accounting department where I left a message.

September 19 – refund credited to account.
Shipment Details
Origin State:
Utah
Pickup:
Never
Destination State:
Virginia
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
44322
Quote or Order Cost:
$875

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 2/18/2009 3:14:00 PM
Our outstanding record speaks for itself. Customer Jonathan of Utah and Virginia knew upfront that there were no guarantees that his vehicle would arrive by a specific date. He booked his order himself and inserted language into the order that nobody from Direct Express would ever agree, and now has the audacity to complain. We wish Jonathan good luck in his new home in Virginia.