Company Response Review Report Review
One word: TERRIBLE

Rand Ningali Submitted this review about SGT Auto Transport
Review made Live: 3/20/2024 8:53:00 PM
My experience with SGT Auto Transport was in one word: TERRIBLE The initial quoting process was fine, and the communication was good. I booked my order with them and provided all of the necessary information for the pick-up and delivery and was advised they’d work on finding a carrier. On the first day of the pick-up window I was advised a carrier had been assigned and I got a text with the driver’s name and number, and after that the whole thing was a complete and frustrating mess. I sent the driver a text explaining who I was and letting him know I would contact the dealership to let them know he would be the one picking up my car. I got a text back from him soon after which was a screenshot of Google Translate (Russian to English) letting me know he had my car and was on his way to me. I called the dealership and they advised me the car was still there and had not been picked up. I called SGT to inquire about it and they in-turn had to reach out to the carrier (Rappoport LLC). They advised me the driver was on his way to pick up my car and it should be picked up within the hour. Three hours later it had not been picked up and no one contacted me. The following day I contacted Rappoport to get status (since SGT said I could go directly to them) and no reply. I called SGT after 4 hours of no response and explained my frustration about Rappoport. They said they’d reach out to Rappoport and get back to me. No reply from SGT that afternoon. I texted the Rappoport dispatcher again directly the next morning and the dispatcher told me the driver was undergoing an inspection and the car wouldn’t be picked up later that day. I let the dealership know the change. All day no one contacted me and it was only my contact at the dealership who finally let me know the car had finally been picked up. The next day I called SGT again to express my frustration with their lack of communication and my frustration with Rappoport. I asked for a manager to call me back so I could discuss it with them. I finally spoke to a supervisor the next day and laid out all of my frustrations with the whole process. He advised me that he’d look into it and also told me he’d give me a restaurant gift certificate for my troubles after my car was delivered. I got no updates on the progress of the shipment while the car was in transit, only an estimated arrival day. That was frustrating, but fine. I got a text from SGT on the morning my car was to be delivered telling me it was going to be 8pm that night. The day passed and no update, and 8pm rolled around and nothing from anyone. I texted the driver and he said he was in a hotel room 4 hours away and he said he was told not to deliver the car at night and to deliver it the next morning. No one relayed this to me. I worked it out with the driver to meet me at 10am the next morning. The next morning I get a text from the Rappoport dispatcher telling me the driver would not be there at 10 and would be a couple of hours late. Two hours later and nothing. I texted the Rappoport dispatcher and he said it would be 2-3 more hours. Extremely frustrated I waited. About 4 hours later I got a text from the driver that he was at my house, but he wasn’t. We finally figured out he parked at the park a block away so I walked down. He proceeded to try to get into my car to back it out. The trailer was very old and doesn’t have removable side panels so he had to open the door and squeeze his way into the car. He was a skinny guy and barely did it. The unfortunate affect of this was that he scratched my car doing it. I didn’t bring it up because I could buff it out, but I was pissed. The trailer door which also acts as a ramp looked as it was about to fall off, and I fully expected to see my car drop if it broke but luckily it didn’t. I was not impressed with the enclosed trailer as it was old and in disrepair, and it let lots of snow/moisture in on my car while it was in-transit. I inspected the rest of the car, paid him and took my car home. The whole process left a bad taste in my mouth. I never got a follow-up from SGT. No gift certificate that was promised to me either. I called and left a message for the supervisor I had talked to and no response. I would not recommend SGT Auto Transport or Rappoport LLC to anyone I know. Horrible experience in what could have been and should have been something very easy. They’re transporting an expensive automobile for someone, but they treat you like it doesn’t matter to them. Rand Ningali
Shipment Details
Origin State:
North Carolina
Pickup:
Late
Destination State:
Colorado
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
207328
Quote or Order Cost:
$1500

Car Condition
  • Vehicle was dirty
Company Response
SGT Auto Transport from SGT Auto Transport Submitted this response.
Response Date: 3/21/2024 12:52:00 PM
We sincerely apologize for the terrible experience you had. Your feedback is invaluable to us, and we take it very seriously. Rest assured, we have assigned our quality assurance manager to audit the entire order process to improve the quality of our services and address any issues that occurred with the carrier, Rappoport LLC. We understand the frustration caused by the lack of communication and the inconvenience you faced throughout the transportation process. It is unacceptable that you did not receive updates on the progress of the shipment and that promised resolutions were not fulfilled. We deeply regret the inconvenience and disappointment you experienced. Please accept our sincere apologies for the inconvenience and frustration this has caused you. We are committed to ensuring that such issues do not recur in the future. If there is anything further we can do to assist you, please do not hesitate to reach out to us directly. Again, we apologize for the inconvenience and thank you for bringing these issues to our attention.