Company Response Review Report Review
Express Auto review

Mark Submitted this review about Express Auto Transport
Review made Live: 2/5/2009 12:15:00 PM
Express Auto did a good job of marketing and selling, but completely dropped the ball at coordinating the transport and communication was a nightmare. It looks like they sub out all transports. Took total of three weeks between contract and delivery. Notified a week before car was ready and they did not start looking until car was ready. Would not return emails or numerous voice mails. Impossible to get in touch with CSR. Their estimated delivery date is just an automated response to pick-up and has nothing to do with actual delivery. Get the name and number of the truck driver so you can talk with him directly about your delivery. Nothing seemed to happen with my transport until I got angry with them. It is a shame that you have to get angry in order for a company to do anything. Also, read the contract before hiring Express Auto. The fine print of the contract says that they are not responsible for almost anything that may happen to your car during transport and, if something does happen, you agree to remove them for all liability and file your claim with the subcontractor.

Communication was HUGE problem as mentioned. No response from email and only one call back after leaving six voice mails. Very frustrating to think you are hiring company that does a good job of marketing, but a poor job of delivering on their marketing promises. Would not recommend and would not use again.
Shipment Details
Origin State:
Massachusetts
Pickup:
Late
Destination State:
Kansas
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
901134511
Quote or Order Cost:
$1195

Company Response
Mark Groteke from Express Auto Transport Submitted this response.
Response Date: 2/6/2009 7:46:00 AM
Express Auto Transport is always concerned when a customer is not happy with the experience (s)he has had with our company. We have looked to the matter and have found false statements made in this instance. First, we do not subcontract all of our transports. We have a fleet of our own trucks and we also have a trusted network of carriers. Second, Mark placed his order on January 15 and his ready date was January 22, he claims that we did nothing to have his vehicle assigned to a carrier during this entire time. Nothing could be further from the truth. Our trucking division was immediately aware of his transport and began working on checking OUR trucks' availability. Also, our dispatch department began working on locating trucks within our network. Third, Mark claims that our ESTIMATED delivery date is an automated response to pick up and has nothing to do with actual delivery. Again, this is simply not true. All pick up and delivery dates are estimated due to several factors exactly like what occered in this case. The driver was delayed due to weather conditions (ice) in Indiana. Fourth, our contract is standard for the Auto Transport industry and as for fine print, the section that deals with damage is bold and in larger than normal font. IN NO EVENT SHALL EXPRESS AUTO, ITS SUBCONTRACTORS, AGENTS, OR EMPLOYEES BE LIABLE FOR ANY DAMAGES EXCEPT FOR DAMAGES TO VEHICLES ACTUALLY TRANSPORTED AND ONLY TO THE EXTENT SUCH DAMAGES WERE CAUSED BY EXPRESS AUTO’S GROSS NEGLIGENCE OR INTENTIONAL CONDUCT. Finally, even with the delay due to weather, Mark's transport was completed within the normal timeframe for a move of this distance. Enclosed transports normally take between 1 and 10 to be assigned to a carrier from the ready date. Mark's vehicle was picked up in seven. As for communication, Mark was contactedon at least three seperate occaions by his CSR.