The broker is okay. I was transporting my son's pickup from Texas to California so thought I would get questions answered better via phone. That was not the case. The operator on the phone less than enthusiastic and acted as if I should already know all about the process. The email confirmation answered questions I was hoping to get answered prior to booking. The carrier was assigned quickly and picked up the truck the first date available. Everything went fine until I had to contact the carrier when the truck was 2 hours late to the arrival point. My son had not received any status information. The owner of the carrier company was obviously having a bad day and pretty much jumped down my throat stating that the driver had a flat the night before and that the traffic was probably holding him up. I told him that was understandable but that we had not received a status update and were concerned. He told me they are not Fed Ex and they cannot give a specific time. I told him I understood that but we were just asking. He proceeded to get my son on the phone as if there was some big confrontation and was more polite at that point and I left the call and my son finished the conversation with him. Per my son, he was starting to get a an attitude with him too. All in all we got the truck transported. There was no damage other than the truck being very dirty (it was clean when it left).
I understand there are a lot of factors that cannot be controlled when providing this service, but most people are a little stressed and concerned about transporting their vehicle with someone they don't know and Direct Express needs to develop a system similar to other companies where the arrival contact is updated if there is a delay and maybe do a better job of screening any carrier they hire.
Hopefully I never have to do this again and to be honest I don't know who I would use because the service depends pretty much entirely on how good the carrier is and that is a crap shoot as best I can tell.
Shipment Details
Origin State:
Texas
Pickup:
On Time
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
204994
Quote or Order Cost:
$925
Car Condition
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