Company Response Review Report Review
Auto Shipping Group: Great customer service, misaligned company incentives. Felicia Williams @ 602-428-6872

Jehan Alvani Submitted this review about Auto Shipping Group LLC
Review made Live: 5/19/2016 9:38:00 AM
I signed on with Auto Shipping Group to facilitate my vehicle transportation from Boston to the Seattle area. Having not been though the process of vehicle transport before, I wasn't sure what to expect. Searching online for information about any company proved to be challenging, but eventually I did find some reviews, here as it turns out, of ASG. They all seemed to say that the customer service person they'd dealt with was quite accommodating, which sounded appealing.

I'll state up-front that the customer service was very good. Felicia was polite, prompt, and available. She answered my questions readily, and pointed me in the right direction when I had questions. She was great.

It was frustrating, however, that as an auto shipping broker, ASG is incentivized to lean toward the side of the carriers with regard to issues that put the shipper and customer at odds. When the carrier missed their pre-defined pick-up date, and I had to pay significant fees out-of-pocket, ASG's stance was that it would be up to me to take it up directly with the carrier. As a customer, I feel that I paid ASG to make this right, and to better manage their partners. Instead, what I found I really paid ASG for was to book my car and paperwork to get my cars onto as truck. All communication at that point was between me and the carrier, and extracting the fees for rearranged travel was up to me.

Further, ASGs representatives (like Felicia, who again, was great) are incentivized to collect five-star reviews. While the practice of asking customers to review the company is valuable, the practice of specifically requesting 5-Star reviews is flawed. The company should be asking for honest feedback and rewarding the reps based on reviews completed with bonus incentives for positive customer experiences. Instead, the company isn't interested on receiving honest feedback, but is interested in looking good on one specific review site. This is dishonest.
Shipment Details
Origin State:
Massachusetts
Pickup:
Late
Destination State:
Washington
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1022223
Quote or Order Cost:
$2613

Car Condition
  • Vehicle was dirty
Company Response
Terry Williams from Auto Shipping Group LLC Submitted this response.
Response Date: 5/19/2016 3:21:00 PM
** Call FELICIA @ (602) 428-6872 on her direct line from 6-3pm PST or text her anytime , felicia@autoshippinggroup.com ** Auto Shipping Group is A+ Rated and Accredited with Better Business Bureau ** Military and Student Discounts ** about Hi Jehan, It's great to hear from u! It's dishonest to give someone false hope in the beginning by saying you'd be happy to write a 5 star review after delivery if it's deserved and earned. I updated u 27 times from pick up til delivery. U rated my customer service a 10 & then did not complete the review for a month after delivery** It's dishonest to provide lip service.