Company Response Review Report Review
Terrible Communication and Customer Support

Siri Dupont-Hurley Submitted this review about Auto Transport 123
Review made Live: 1/4/2015 6:44:00 PM
To preface this, I understand that as a broker there are circumstances that cannot be controlled when transporting a vehicle. They cannot do anything about weather delays, broken down trucks or other such delays. Issues that arrive during transport are either the driver’s responsibility or without fault, and there’s nothing that can be done about them.

That said, my recent experience shipping my vehicle with Auto Transport 123 from Boston to southern Florida was terrible, and I 100% blame the broker for a complete lack of communication and customer service.

From the beginning, I was promised that Christian, an employee of Auto Transport 123, would be the only person I would be in contact with. If any needs or issues were to arise, he would be there to help at anytime.

I was told that when a driver was available to pick up my vehicle, Christian would call me with his name, telephone number and pickup details. This never happened. I received a call from a driver saying he would be at my home in 30 minutes (with no prior notice) to pick up the car.

To make a long story short, my car spent 9 days in transport due to a broken down truck. At NO point during this time did anyone from Auto Transport 123 contact me with any information about what was happening. No one called to ask if and how the car was picked up. No one gave me the drivers details before he arrived.

The two times I myself called Auto Transport 123 to try to get some kind of update, I was told by Casey in Customer Service that she would call me back with an update. Nothing. No response.

Again, I understand that the delivery timeline was out of their control. However it is INEXCUSABLE for the broker, who promised me explicit communication and assistance, had absolutely 0 accountability and clearly 0 interest in providing any type of communication or customer service. An update, an offer to check on the driver and vehicle, even the simple decency to follow up with me after the car was delivered and I’d already called them, furious with the service…nothing.

It is shameful that for a) the amount of money people spend on this service and b) the value of the cargo they’re carrying, that a company can get away with this complete and utter lack of decent service.

I will not transport my car with Auto Transport 123 again and will be sharing my experience with as many people as possible to hopefully save someone else this same trouble.
Shipment Details
Origin State:
Massachusetts
Pickup:
Late
Destination State:
Florida
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
641167-CZ
Quote or Order Cost:
$1050

Company Response
Keith from Auto Transport 123 Submitted this response.
Response Date: 1/5/2015 9:28:00 AM
Siri we deeply apologize for the lack of communication. Here at Auto Transport 123 we strive for perfection on every order, this is unacceptable we will be doing an in house review to insure this will never happen again. Thank you for your feedback and have a great new year !