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Ship A Car Direct left me with a damaged vehicle and costly repairs

Ali H Submitted this review about Ship a Car Direct
Review made Live: 6/13/2024 8:55:00 AM
I had an incredibly disappointing experience with Ship A Car Direct and their carrier, KG Group that left me with a damaged car and costly repairs (not to mention other logistical hassles due to the car being picked up two weeks after the dates for which it was initially scheduled). I shipped my car from Southern California to Upstate New York and the car arrived with four, large, very noticeable scratches where the paint had been scraped off to the roof, just above the windshield. Upon delivery the carrier tried to tell me the damage had been done prior to pickup and put the blame on me (it hadn't, and both the carrier's photos and my own personal photos confirmed this). When I noticed the damage at delivery, I immediately called Lottie--my contact at Ship A Car, to inform her of it and voice my hesitations around paying the carrier until I received assurance that the repairs would be covered by Ship A Car and/or their carrier, KG Group. Between Ship A Car's "Damage Free Guarantee" and Lottie's assurance that the damage would be covered by Ship A Car and/or the carrier, I chose to have faith that they would do right by their customer and resolve the issue. However, that wasn't what happened. The carrier, KG Group, refused to take responsibility for the damage and Ship A Car refused to take accountability for the misdoings of their carriers, leaving me with the burden of paying for the bulk of the repairs (As it turn out, Ship A Car's "damage free guarantee" is only up to $500, so while this covered a portion of the repairs, the remaining ~$720 is being left to me as the carrier refuses to cover anything). The whole experience has been incredibly frustrating and inconvenient—and this isn’t even including the inconveniences I had surrounding pick up and delivery. I’d highly advise against using Ship A Car Direct for anyone considering—I deeply regret having selected them to ship my car and wish I had gone with Montway, even though their prices were slightly higher.
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
New York
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1131505
Quote or Order Cost:
$1350

Car Condition
  • Vehicle was damaged
Company Response
Michael Strickland from Ship a Car Direct Submitted this response.
Response Date: 6/25/2024 6:09:00 PM
Hi Ali, Thank you for your detailed feedback. I genuinely apologize for the disappointing experience you had with Ship A Car Direct and our carrier, KG Group. I understand how frustrating and inconvenient it must have been to deal with the damage to your car and the delays in pickup. Regarding the damage to your vehicle, our aim is always to ensure a smooth and satisfactory resolution for our customers. While it is unfortunate that KG Group disputed the damage, I want to emphasize that our "Damage Free Guarantee" is specifically designed to protect customers in such scenarios. Typically, no other company would likely have stepped in and paid for the damage when the carrier was disputing responsibility. Our commitment to you meant that we covered $500 towards your repair costs through our Damage Free Guarantee. When repair costs exceed $500, this amount is intended to cover your insurance deductible, enabling you to have the repairs performed through your insurance without any out-of-pocket expenses. That said, we are constantly striving to improve our services, and your feedback is invaluable in helping us do so. Thank you for bringing this to our attention, and I hope we can find a way to restore your confidence in our services. If there's anything more we can do to assist you, please let us know.