Company Response Review Report Review
Buyer Beware

Bob K Submitted this review about Cascade Vehicle Shipping Inc.
Review made Live: 6/21/2013 2:37:00 PM
Thought going with a 5 Star rated company and paying a 20% premium over 3-4 star companies would give me peace of mind: company given 8 days to pick up vehicle starting 6 days after Contract.

One week passed with no pick up date- inquiry made to CSR (Novia) via both email and then a phone call - no response to either. Reached out Damon whom apologized for lack of response by Novia and indicated no carrier had been located yet but to not worry - was not unusual. 2 more days went by and I inquired again; told they were working “aggressively” on it. Asked what the issue was: Damon admitted no carrier would do it for the price they quoted – and it looked like it would cost $400 more - and the car would likely not get there in time (latter part was the clincher). Was told they were under no obligation to honor the price quoted - sorry. 12 days after signing the Contract canceled it and decided to sell vehicle.

The learning was this: this firm will honor the price they quoted, nor get the vehicle moved in time - despite a wide window to do so. Worst experience I have had with any company in any industry in my lifetime (am 58). Was told this was how this industry worked…hard to believe.

This company is one of several owned by the same parent company – compare addresses and assume all operate the same way.
Shipment Details
Origin State:
Virginia
Pickup:
Never
Destination State:
Oregon
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
#2001049
Quote or Order Cost:
$1245

Company Response
Terry Williams from Cascade Vehicle Shipping Inc. Submitted this response.
Response Date: 6/21/2013 6:11:00 PM
Bob...Your order was placed with us on May 22nd. The first available date for pickup was May 29th. We offered you 3 different options with our Carrier's to have your Chrysler Town and Country loaded and delivered within the time frames you provided. Yes the rate was $200 more than the quote/estimate you were provided. We are not perfect when it comes to our pricing. But we will honor our quote price as long as need by while offering you solutions along the way. You signed no contract with us as none of our customers do. That is an inaccurate statement. We also provided you with updates throughout the process more than 8 times and you became impatient and canceled very early in the process. But, since you seem to understand our industry so well and the service we provide to our customers...the terms and conditions that went out to you state: 1 to 10 days is standard for us to arrange the transit for you from the date your vehicle is available to load. You pulled the plug before we had the opportunity to fulfill our pledge. Expost Facto only plays in when we have a consumer, whose expectations allow us to provide the FIVE STAR SERVICE we are known for. Any doubts, call any of the 8000 plus valued customers who have had a FIVE STAR experience with our group of companies. As a 58 year old, it is assumed that you have some business sense. GREG BAILEY...VICE PRESIDENT