Company Response Review Report Review
Non-Responsive on Claims

Nicky Submitted this review about Pioneer Auto Express Corp.
Review made Live: 8/11/2008 10:15:00 PM
I shipped my new Scion TC from San Francisco to Boston in early July. The driver in San Francisco picked up my car on time from my pre-designated location. That was about the only thing this company got right. I was told my car would take 7-10 days to deliver to Boston. The driver got sick en route and delivered the car 4 days past my original quote time. Not to mention the driver refused to drop the car off at my requested destination. He actually asked me if he could drive my car (10 miles) to me and then have me drive him back to the truck. I ended up taking a cab and meeting the driver where he was parked so he wouldn't drive my car.

When the vehicle was unloaded, the front truck rack actually fell down (right in front of me) and my car was resting on it's frame. The driver corrected this and then proceeded to back my car up over metal hooks and chains. After my car was off the truck, I noticed two dents and scratches in the hood that happened in transit. (My car was new and had no damage to the hood--this was noted on the bill of lading as well). The driver giggled and said "Oh. My fault." then shrugged his shoulders. Not to mention there were some metal backings in my wheel-well that were bent and I had to have my car repaired 2 days after it arriving. (Thanks to my warranty this wasn't an issue).

I was told to contact Harry at Pioneer who always happens to be "out on the lot" or "on the phone" when I call. I sent photos of the damage and two estimates from auto body shops (per Pioneer's request) and have received no response a month later. My bank is in the process of disputing the charge and the cost to repair the damage that Pioneer did equals to the cost of shipping my vehicle. The problem is, disputes can take up to 30 days to resolve so I've been pushing Pioneer to just accept fault and reimburse me so I can drop the dispute. Of course, they aren't replying to any of my emails or phone calls...

I am impressed that Pioneer has been able to operate as a company with the way they manage claims (especially as a member of the Better Business Bureau). They are currently rated a "B" company with 11 claims filed against them since induction in 2007.

I would advise anyone shipping their car (through a broker or directly through a shipping company) to not use Pioneer Auto Express. My experience has been horrendous and I wouldn't want anyone else to deal with the issues that I have.
Shipment Details
Origin State:
California
Pickup:
On Time
Destination State:
Massachusetts
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1325264
Quote or Order Cost:
$1300

Car Condition
  • Vehicle was damaged
Company Response
Kenny from Pioneer Auto Express Corp. Submitted this response.
Response Date: 9/12/2008 5:39:00 PM
We have no control of the driver getting sick en route. We would rather the driver take longer than scheduled than to keep driving while he is sick. Or else he would jeopardize the safety of himself, the vehicles loaded on his truck, and the surrounding traffic. Also, certain areas in Boston are very condensed, where federal regulations make it unlawful for our 80ft trucks to get into. Which is why driver had to meet elsewhere. In terms of damage, we have contacted the customer to resolve this claim. It it currently in the process of being resolved. Customer needs to be patient because the claims process may take a while.