Company Response Review Report Review
Very Poor Business

Ron S Submitted this review about Express Auto Transport
Review made Live: 10/9/2009 5:45:00 PM
From my experience with Express, I consider the company to be dishonest and not to abide by the terms of their own Agreement. The initial verbal discussion indicated that Express would locate a shipper in 1 to 7 days. After 7 days, a shipper was not located and I wished to cancel the agreement. Express stated that the Terms of Agreement, which I did not sign, allowed that they have 14 days to ship my car. I had no choice but to wait. After 14 days and no shipper I cancelled the order to ship. In an email to me, Brandon C, the Express Dispatch Manager accepted my cancellation, agreed to refund me in full for $515 and stated that “…it typically takes from 7 to 10 business days to show back on my card.” After about two weeks, and no refund, I attempted to contact Brandon, but my call communication was not returned. I then reviewed the feedback received by Express on this site and on Epinions. While much of the feedback is positive on this site, the negative feedback occurs mostly when Express fails to find a shipper. In such cases, the customer often has an experience like mine, and has difficulty with receiving a refund. I interpreted this evidence as a corporate policy of keeping the customer’s money when a shipper is not located. I then wrote a negative assessment of Express and posted it on this site.

The day after my negative feedback appeared, I was contacted by the Corporate Attorney for Express, urging me to withdraw my feedback and offering me $50 to do so. I rejected offer of $50. When I posted an additional review, the issue of two feedbacks for one transaction meant that my first feedback was deleted. Express is threatening me with a lawsuit over my second feedback unless I withdraw it, and so I agreed to use only my first feedback. At this point, transportreviews suggests that I rewrite my feedback. So in sum, my view is that Express broke their agreement by not refunding my payment as stated in their Terms and stated explicitly by Brandon C. Further, I believe that Express would not have refunded my payment in the absence of my first review. Only when the corporate attorney became involved and tried to get me to delete my feedback did I obtain a refund.
Shipment Details
Origin State:
Michigan
Pickup:
Never
Destination State:
West Virginia
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Kelley Ss
Quote or Order Cost:
$515

Company Response
Mark Groteke from Express Auto Transport Submitted this response.
Response Date: 10/13/2009 9:37:00 AM
Mr. Sutherland is a troubled individual, who has now posted three separate times in a desperate attempt of malicious conduct towards Express Auto Transport. He has been informed that his comments are libelous and will result in suit. This is because he continues to attribute blatantly false information regarding the company and its corporate counsel and his interactions with such. We are confident that those who come to read these reviews and gain perspective on our company can differentiate this type of propaganda and conduct versus those that legitimately have a review of our company based upon truth. Nonetheless, Express Auto Transport is a company that does normally reach out to those that express both concern and content with their auto transport move. Unlike other transport companies, we do not offer money before you even choose to retain our services as a bribe to report your pleasure with a service you haven't even yet received. We value the customer above all else, and want you to know how much we appreciate those that review our company both positively and negatively through truthful assertions. Negative reviews usually indicate some short coming on our part, which we then attempt to address individually so as to help gain peace of mind for the customer. Positive reviews are wonderful and much appreciated, showing that our service continues to provide outstanding service and value in the vast majority of our transports. Thank you to all posters, be it negative, positive, or indifferent, who comport themselves with dignity and truthfulness in this process.