Review Report Review
Terrible Customer Service and Full of Excuses

Marc Submitted this review about Philly Express Group LLC
Review made Live: 5/19/2015 12:59:00 PM
DO NOT USE THIS SHIPPER! I had a very unprofessional experience and will try to just give an honest overview of some of the low lights. I used a broker called AAA Transporters who contracted with Philly Express. I was told they would pick my car up in 1 – 4 days. I heard nothing after that until my seller told me they scheduled a pickup with him for 4 days out. A few days later my seller e-mailed and said they weren’t getting the car until Tuesday, which was 7 days out. I had zero communication from either the broker or shipper. Upon phone call after phone call I finally got in touch with both the shipper and broker. Neither of which were apologetic or professional in any way shape or form. Just full of excuses, bad grammar in e-mails and unprofessional-ism. I was basically told that the car shipping business is difficult and things happen. Poor excuse for bad customer service. Sunday night I get an e-mail from my seller that says he was contacted and told that they were picking up the car Monday. Never happened. So back to Tuesday, they said they would pick up between 9-12am, they picked up at 2. I contacted the shipper Thursday to check on the progress and the driver, Roy, stated that he should be able to deliver the car late Friday night. Friday night, no word… Saturday morning nothing. I called and got a voice mail. Finally heard from them a few hours later stating the truck had broken down in Salt Lake City and they wouldn’t know until Monday evening when the truck would be fixed. They had no idea when the car would be delivered and when I told them I would be out of town that coming week they said they would store the car at a lot in Sacramento. Not acceptable. I decided to take a flight and just get it myself. I asked what they could do about a discount and they were very reluctant to give any. They offered only $100 off from the original $1075! I was not happy with this at all, especially for the inconvenience of having to get it myself and the expense I would incur with it. Through all of this there was no apology or understanding of the customers situation. Just a lot of excuses and how this was going to cost them a lot of money. I had a friend call and see what it would cost to ship a car from Ohio to Salt Lake for reference, $850 was the quote. So as I see it, the shipper shipped my car from Ohio to Salt Lake and it would be fair to refund me an additional $80, I offered them that and they had no interest in making that happen. Bottom line, I will never use them again, nor recommend them. STAY CLEAR!
Shipment Details
Origin State:
Ohio
Pickup:
Late
Destination State:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
189311-VJ
Quote or Order Cost:
$1075

Car Condition
  • Vehicle was dirty