Company Response Review Report Review
Never again with Diesel Auto Express

Hugh Wolfe Submitted this review about Diesel Auto Express
Review made Live: 9/17/2015 4:40:00 PM
Diesel Auto Express Review

I recently purchased a vehicle from Grayson BMW/Mini, Knoxville TN, an absolutely stunning Mini JCW Roadster. Grayson put out for bid the transportation of my vehicle to my home south of Portland OR which was accepted at $1050.

On 5/11/15 the vehicle was picked up without advance notice, thus my vehicle was "caught" in the detail shop when the driver showed up unannounced.  Grayson told me the vehicle was on the move and it would probably be about a weeks journey.  I called Grayson daily inquiring as to the whereabouts of my vehicle as the trucking firm (I didn't know the companies name as of yet) had not contacted me their customer as of taking possession of me vehicle.

Fast forward a week to Monday the 18th when I fully expected the delivery of my vehicle.  I'd called Grayson that morning again asking for information on my vehicle, nobody knew where it was because the trucking firm had as yet to communicate.  By the time I arrived home from work that afternoon I was getting pretty concerned about what had happened to my vehicle.  Another call to Grayson this time with a caveat... either I hear from the trucking firm within thirty minutes or I was prepared to call the police and report the car as stolen... I had $20K on a $42K car and no one knew it's location.  Grayson called the trucking firm and I asked for the phone number as well... up until this point I'd not received any contact information from Grayson or the trucking company, I now knew them as Diesel Auto Express. I was the customer of Diesel not Grayson thus Diesel should have been in communication with me.

From the point of pickup, I had been told that my vehicle would be delivered on Monday, May 18, as the trucking firm did not like to drive on the weekend.  Because this information had been given to me by Grayson at this point, the afternoon of Monday the 18th, I honestly felt as if my vehicle had been stolen as I’d not heard one word from the trucking company for a week even though I’d called Grayson repeatedly to inquire of it’s whereabouts.  Grayson could not inform me of my vehicles location all through the week of transport as no one had communicated with them either.

Within a very short time Diesel called me and explained that their policy was to call 24 hours in advance of picking up a car... the driver had simply appeared while the vehicle was in detail with no advance notice.  Diesel further explained that they typically call the recipient 24 hours in advance of delivery and that my vehicle had been in Vancouver WA since the afternoon of Sunday the 17th a bit less than an hour away.  Obviously they had no intention of calling me, their customer, to inform me of the whereabouts of my vehicle.

Several hours later another employee of Diesel called me, this time starting off by explaining their policy on calling prior to pick up and delivery, neither of which they had done.  Further they explained that their normal turn around time was a week to ten days.

Diesel then went on to say that I could call them anytime to be updated on the location of the vehicle.  To this I responded that I did not have any contact information on them nor did I know this service was available as no one had called me.  

All I knew was that the vehicle had been picked up a week prior. I'm the customer, they should have called me to let me know who they were and what their schedule was for delivery of my car which was in their possession.  Possession of my nearly half paid for car but had failed to inform me of their intentions for delivery.  Now the topper they informed me that the cost was $1100, not the $1050 that I’d been told by Grayson on May 6th.

I'd spoken on the phone with Grayson... they had put the transportation out for bid at $1000 and no one was interested.  It was raised to $1025 same result.  Then at $1050 there was a response which I’d agreed to.

At this point I told Diesel that it sounded like they were dumping the entire communication problem off on Grayson.  They said yes Grayson should have told me all of the contact information.  Not a good way to run a service business by dumping their responsibility off on someone else.  This is not Grayson's job but Diesel's as I'm their customer not Grayson.  Diesel also said they would be calling Grayson to find out what the details were on the shipping arrangement, something they should have been aware of prior to picking the vehicle up. I never did receive a formal contract from Diesel, nothing other than a piece of paper similar to what you would do on a walk around for a rental vehicle.

Now the vehicle was scheduled to be delivered Tuesday between 9 and noon.  I took the day off so as to be available to take delivery.

I'd agreed to a price of $1050, not the $1100 now claimed by Diesel.  If that was to be the price I should have been informed from the start, not after the fact.

Finding Diesels website the first thing I saw was a photo touting their vehicle tracking with "Advanced Dispatch System"... A little late for that I think.  If I'd known who had my vehicle I could have used this feature and felt 100% better about the entire situation. But since Diesel neglected to contact me at any point I knew nothing of it's existence.

In the end my vehicle arrived around 2 PM on Tuesday the 19th, I could have gone to work and saved that vacation day for a real vacation.  I paid their inflated fee of $1100.  My sales person has graciously agreed to refund the difference to me and has informed me that Grayson will cease using the services of Diesel Auto Express because of this particular transportation fiasco.

So what have I learned from this first time adventure of transporting a vehicle across country… Communication is key to a happy customer… Hopefully Diesel Auto Express has learned a valuable lesson as well.

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Update on Diesel Auto Express 7/8/15

I received two calls in under a minute today from DAE, I didn't answer as I know they want me to remove my negative review of their services.

This was the second occurrence they've called while at home in addition to numerous times while at work.  DAE is not happy with my review of their services.  They've tried explaining away all of my complaints regarding their poor service.  The review was written by myself from my perspective of the services I received. 

For edification purposes a review is a subjective rating by the consumer, not written by the company in question.  See the section on Consumer Review, https://en.m.wikipedia.org/wiki/Review

On one of DAE's previous calls I'd told them I'd heard their version, I have my version and I would contact Grayson BMW/Mini to obtain their version...

After talking with the general manager at Grayson, whom I'd dealt with on the purchase of my Mini, I found out a few things. Grayson has had troubles with DAE in the past, they've now blackballed (their term) DAE and will not be using their services again.  DAE is basically trying to blame Grayson for the lack of communication claiming that Grayson was their customer and not I.  Interesting spin on things considering I paid the driver who delivered my car, not Grayson.  I believe that makes me the customer.

Where will this end, I do not know.  Perhaps if DAE hadn't gouged me on the bill I'd feel differently.  I'd agreed to $1050 when Grayson put the job out for bid while DAE demanded $1100 after the fact.  I really feel like DAE is trying to buy me off so their service looks pristine.  It ain't happening... This is my review, not theirs.

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And a second update on Diesel Auto Express 9/4/15

I received an email from Transport Reviews informing me that Diesel Auto Express was claiming I was not their customer. With this my review was temporary taken down until I could prove I was in fact a customer of DAE.

My initial reaction to this email was this is absurd, what could DAE possibly be trying to accomplish with this unfounded claim. Then it hit me, DAE hadn’t called in quite some time thus they were trying another tactic to remove my unfavorable review of their services.

Alright I dug out the original bill of lading, a receipt for cash received upon delivery, a couple of photos of the vehicle being unloaded in front of my home as well as a couple of screen shots of emails between myself and Grayson concerning the agreed upon price of $1050 and whom I was to pay for the delivery Grayson or DAE. All of this was forward to Transport Reviews so as to prove I was in fact a customer of DAE.

Now that the facts are straight DAE looks even worse in light of their trying to remove my review by devious methods.

I’m really hoping that this is the final chapter in my review of DAE, a company that obviously needs improvement.
Shipment Details
Origin State:
Tennessee
Pickup:
On Time
Destination State:
Oregon
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
N/A
Quote or Order Cost:
$1100

Company Response
paul from Diesel Auto Express Submitted this response.
Response Date: 9/29/2015 12:11:00 PM
Mr, Wolfe, We appreciate your response, but you are not getting what you want, and that's a free shipment or rather a steep discount. Feel free to say what you want, as it is your review, although it holds absolutely no standard, sense or factual information and completely biased. This for in reason, along with lack of communication, cooperation and black-mailing demands we have decided to pull your review. We have our notes documented and our calls recorded. For the best service to our customer DAE documents history of everything that transpired during your move,(phone calls,notes,changes in dates, addresses, updates, communication, tracking etc) which we are welcome to provide to you. Were sorry that you didn't get what you want- as in your vehicle purchase,but we are a shipping company arranged by Grayson. Before we send out any driver, we confirm the contract with the vendor. Grayson assigned the contract and set the price (based on our conversation) for us (NOT DAE) (upon agreement) we accepted that contract. DAE has offered you a copy of that contract. We have no way of altering any part of that price on the contract unless Grayson changes it themselves. Once our drive arrives, driver notifies and marks every part of damage on your inspection (BOL), Grayson was notified, complied and signed off and agreed to all terms and conditions fallowing this move. Each time Grayson has called, we provided a GPS tracking location of your vehicle, and we let our customers know (to avoid the middle-man process) they our welcome to call in anytime to get tracking. We followed our procedure and called you 12-24 hours in advance before delivery and even provided you an option to pick-up your car at our terminal (faster) and at anytime of your convenience. This builds comfort and helps us answer any questions about your current move or any potential moves in the future. Your vehicle was delivered on time per contract and damage free. We believe your issues with your car are personal and /or with Grayson and not with DAE. It sure is disappointing trying to reach out to you after many attempts, but we will maintain our process that has brought much success and satisfaction to so many others. Attempts to (blackmail) will not work, and we wish the best of everything to you. Feel free to cooperate with us, and give us a call at your convenience.We will continue to try and make you and all of customers happy and provide them the best service available. Be Blessed!