Company Response Review Report Review
Carrier forgot to load car, left in origin state for over a week

Lee Submitted this review about Auto Shipping Group LLC
Review made Live: 3/10/2015 8:28:00 PM
I had high hopes for our car transport because of the high rating I read online. However, I was extremely disappointed and disgusted with the service we were provided. The original price was 6% more than the estimate. The communication from the carrier was terrible from the beginning. We were scheduled to have our Honda Civic picked up on Feb 19 in Colorado. I was told that they would call the day before, Feb 18, to arrange a pick up time. After I hadn't heard from them all day, I inquired and called them. They eventually returned my call to tell me that they had mechanical problems. They would have to pick up the car the next day. The vehicle was supposed to be delivered by Feb 26 in Virginia. Again, I had not heard anything so I tried to call the carrier. They did not answer, and I was unable to even leave a voicemail. I received word on March 2 that they had several Honda Civics , and did not load ours on to the big truck. It had been sitting in Colorado this entire time! I was given a $100 discount and promised that it would be delivered by March 5. Then on March 4, I received a call that the big truck had broken down in St. Louis, 700 miles from our destination. The driver did know how long it would be to fix his truck. After several more days of silence, I again had to initiate communication. No answer and no ability to leave a voicemail. Finally, the driver told me that he would get the truck to us on March 7. Of course, I get a text message on March 7 stating that he would not be able to get the car to us until March 8. He asked if we could receive the vehicle at 6 am March 8. We asked for after 8 am , but he INSISTED on earlier. We agreed for 7 am. At 7:15 am, March 8 he had not arrived. We contacted the driver. He told us he was 80 miles away. He did not bother to call us to tell us that he would be late. He eventually showed up over 2 hours late, and seemed annoyed that he had to deliver our car to us. This was by far the worst and most unprofessional service I have ever received!!
Kimberly at Auto Shipping Group was responsive via email during this ordeal. However, she did not return my voicemail message. She apologized for the delays, but was unable to provide me any further discounts. I expected better service. I understand that delays can occur, however, our car was 11 days late! BEWARE!
Shipment Details
Origin State:
Colorado
Pickup:
Late
Destination State:
Virginia
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1014347
Quote or Order Cost:
$800

Car Condition
  • Vehicle was dirty
Company Response
Terry Williams from Auto Shipping Group LLC Submitted this response.
Response Date: 3/11/2015 9:55:00 AM
Kimberly@Autoshippinggroup.com 360-200-6854 CALL, TEXT OR EMAIL ME FOR A FREE QUOTE. I HAVE BEEN WITH OUR COMPANY GOING ON 9 YEARS NOW! Grace, First I would like to apologize for the carrier. Yes they did take another Honda Civic, same color same year on the truck instead of yours. Once they realized the mistake they called to tell us and that you would be on the next truck and delivered 7 days after your estimated delivery date. The did give you a 100 discount for that mistake. Then the carrier broke down 680 miles from you not 700 and again they offered another discount because of the issues which was another 50.00. They did everything they could to offer you a discount. As for the cost increase of 6%. Your original quote was 780, meaning 530 to the carrier and the 250 deposit. This carrier wanted 825, we negotiated to 800. The carrier got 575, and we collected 225, so we collected less money to secure you a carrier, so we provided you a discount as well. So your 6% was 20.00. Once all the discounts took place, you only paid 650 for your transport. I know that cannot make up for the delays, but we as the broker have no control over delays. You are aware of them as you signed the terms and conditions. The carrier and I both have apologized that they loaded the wrong vehicle, but mistakes do happen, and we cannot change what happened. As for my communication, I was in communication from the date you placed your order, I confirmed with you the date and time the carrier was scheduled to pick up your vehicle. They told us the vehicle was loaded, because they thought they had loaded your vehicle. From there we as the broker give the carrier some drive time and do not bother them unless the customer requests an update. As they get closer to delivery we check in with them. They were still on schedule and only when they started to do their deliveries did they notice they had the wrong vehicle, which is when all this started and I again became involved. I returned vmails on Monday, but did not over the weekend as I do not work on weekends. Again I am sorry that the carrier loaded the wrong vehicle, and was delayed, but my customer service should not be reflected in that. I stayed in communication with you, as all notes are in your order. If you look at the last few months, you are the only negative review I have received, so my customer service record does speak for itself.