Company Response Review Report Review
Terrible Service, Worse Experience Transporting

Bryan Submitted this review about Domestic Auto Transport
Review made Live: 6/16/2011 8:06:00 PM
Let me start of by saying I have had many vehicles transferred in my time, and this has been far the worst experience ever. From the Broker to the Driver, it was all bad. The driver they chose didn't speak English at all. And when we attempted to contact them we constantly got their voicemail. At one point Bill from Domestic call ME to see if I knew were the car was.

I can't tell you how I disappointed I am with the (lack of) service that you have provided and the problems I have had using Domestic Auto Transport. I told you there were two things that were important before we agreed to use your service, 1. The Timeline, 2. The Payment Arrangements. Now I was told the vehicle was going to arrive on Saturday, June 11th. It never arrived, no calls, nothing. I was then told it was going to arrive on Tuesday, June 14th. No calls, nothing. I was then told by the driver it was going to be arriving June 15th around 5pm. They showed up at my brother's location at 9pm at night with no call in advance, and were there until 1am refusing to leave due to payment. I told you up front that I needed this all charged to the credit card being used as it was being delivered to my brother and my step-father was paying for it. At one point my brother, who is in a wheelchair, had to drive one of the drivers to an ATM, and to his house to get his checkbook to pay the driver by check.

Shipment Details
Origin State:
Arizona
Pickup:
Late
Destination State:
Connecticut
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
3924072
Quote or Order Cost:
$920

Car Condition
  • Vehicle was dirty
Company Response
terry Williams from Domestic Auto Transport Submitted this response.
Response Date: 6/16/2011 1:12:00 PM
Contact Bill @ 360-975-3198 or bill@domesticautotranport.com for AMAZING customer service. Bryan, after speaking with you, it was clear how your order was set up. I spoke to you on several occasions throughout the process. Never was this set up as a full pay. Even in your most recent email you even stated payment was going to be payed by your father after it was delivered. I kept in touch with you the whole time, letting you know about the status of the delivery. Your claim that nobody talked with you or kept you up to speed on where the vehicle was at is just not true. Protocol is to always contact the driver first to manage delivery of a customer’s vehicle, which I did before contacting your father. Not every call to a driver is answered due to them not wanting to risk answering while on the road. I called your father only because if the driver is unable to answer, the delivery customer is always the next call. I am sorry you feel service was not up to par, but you cannot contradict yourself by stating payment was going to be payed in full at the beginning of the order process and also say payment for delivery was going to be payed by your father when it was delivered. I have the proof in your email of this. My record with all my current and passed customers speaks for itself. (NOTE FROM MANAGEMENT) I would like to state also that nothing was late on either pick up or delivery as we give you estimates of these dates only and NEVER promise or guarantee a date or time. This is clearly stated verbally and you received it in your Terms & Conditions which we provide with the original quote you requested and then again in your order confirmation (which I know you received as you replied back to it and used it as your main email contact throughout the transport). Your review is beyond unfair and your language to my customer service representative last night was completely unacceptable. Personally I am embarrassed for you and your lack of control. This behavior on your part put you in a bad light in my eyes as I do not put up with anyone abusing my CSR's, you did not pay for that right and no amount of money would ever give you that right. Your lack of planning does not constitute an emergency on our part to correct it. Have a great day.