Company Response Review Report Review
Overcharge, Poor Customer service, BEWARE!

Thurston Submitted this review about Lightning Auto Carriers
Review made Live: 9/15/2011 1:53:00 PM
I was quoted an all-inclusive price of $1,150 from Lightning Auto Carriers. When I called for delivery of my car, I was told price was now $1,175 and the only way to get my car was to pay the higher price. I paid the higher price to retrieve my car. Upon calling Lightning Auto I spoke with Casey who had the audacity to call me "ridiculous" for complaining of an overcharge of "only" $25. This despite me reminding him that the price I was quoted and agreed to was $1,150 All-inclusive NOT $1,175.

Casey has every excuse in the book. After being insulted, I was told I was going to receive a refund. The refund never came which caused me to write a review on this website to warm other customers. Soon after my review posted it was taken down because Lightning Auto claimed they could not find any record of me as a customer. This despite all numerous emails and recent communication with Casey. After providing documentation, I got my review re-posted.

Not surprisingly, after my review was posted, I was contacted by Lightning Auto offering a refund while also asking I take down my review. I was asked to take down my review immediately, by Lightning Auto since they were sending a refund check overnight for the $25 overcharge. I was asked to take down the review since the check was on its way. Based on the poor customer follow-up to date, I waited for the check before I did anything. Thankfully I waited because the check never came! And only after another two weeks and also with me filing a complaint with the BBB in addition to this review, I finally received my $25 refund.

I am most grateful to this TransportReviews website and the BBB. My intent is WARN others in advance. I would NEVER use Lightning Auto. Trust someone else with your car! Be WARNED!
Shipment Details
Origin State:
Washington DC
Pickup:
On Time
Destination State:
Washington
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
$1150
Quote or Order Cost:
$1175

Company Response
LIGHTNING AUTO CARRIERS from Lightning Auto Carriers Submitted this response.
Response Date: 11/11/2011 1:11:00 PM
The quoted price was $1150 to move the customer "Thurston's" vehicle from Washington D.C to Washington State. Lightning Auto Carriers takes a standard broker fee of $150 witch is very fair on a cross country route. You will find that most will take in-between $200-300 minimum on a route like this. The vehicle was picked up on the exact date it was scheduled and delivered on time. Everything went perfect; in fact Thurston was a reference from someone who we had done great work for as well. Now the carrier wanted $1025 to deliver the vehicle not the $1000 because of an address change on the customers behalf. The $25 was just to cover the expenses it would cost. Upon delivery Thurston was very upset that he had to come out of pocket for an extra $25 needless to say his vehicle was perfectly delivered after a 3,000 mile trip. He contact me very upset and I said I would DO MY BEST to get the refund. After coming to the conclusion that Lightning was not at fault we contacted the carrier. The carrier stated that they charged the $1025 and tried to explain why to the customer. Customer stated "but we were quoted $1,150 from the broker and that is an all-inclusive price". The customer just was not understanding the extra money was for fuel and re-routing cost. Upon telling Thurston he was not eligible for a $25 refund he was very upset and that he would contact the BBB and Transport Reviews. So we bit the bullet and sent the $25 to Thurston, it took a week to get there from FL to WA. Now we told Thurston the check was on the way and as soon as he got the check he posted to negative review! We simply asked him to take it down once the check cleared and he said that would be fair. Here is where it gets interesting... Now Thurston tries to extort us by saying "refund me the full broker fee of $150 and I will take the review down and let the BBB know that the complaint has been satisfied". Lightning Auto Carriers is refused to be a victim of extortion. At the end of the day the customer Thurston was being very unreasonable and for some reason thought he should get the transport done for a discounted price with no broker fee!! This just didn't make sense to us so instead of giving in to clear extortion, we tell our side of the story. Thanks!!