Company Response Review Report Review
New Mercedes G63 amg

Mads Submitted this review about AutoStar Transport Express
Review made Live: 2/24/2013 11:01:00 AM
I contacted a number of brokers and ended up booking through Autostar.
Max Badessich was my contact who on initial calls sounded well informed.
We booked the car for collection from the 22nd/23rd December and were told we would have to pay a premium to have the car transported over the holidays, hence agreeing a higher figure (1450) then they were unable to find a transporter to take the car. We were repeatedly given information about when the car was to be collected to then later (from the dealer) discover it had not been collected.
We were then approaching new year still with no collection carried out, eventually a carrier was booked to collect the car just before new years, and a higher price was agreed (1600) due to the timing and that it was a 2 car enclosed transporter. The car was not collected on the date we were told due to a mechanical failure of the truck. It was collected 4 days later (on the 3rd Jan). We were advised by Autostar that the transport should take 2 days, it took 5. The carrier (TL&A Transportation Inc) had then advised us that the delay was due to the car being heavy and their truck having a hard time getting over the mountains! but still advising deliver to us on the 4th or 5th Jan (the car arrived on the 6th). When the car arrived, it had the rear door mounted spare wheel and cover removed, and they had left the bolts 'at their office'.
After some investigation, it transpired that the truck had broken down and they had to switch, and in that process they removed the spare wheel (the had told us when the car was delivered they removed it to keep it protected and from getting damaged!)
The wheel bolts had to be sent to us and we had the dealer fit the wheel later. The car was also badly scuffed/marked on the whole passenger side which required the car to be machine polished out (they much have had ropes or some other materials rubbing the side of the car). This damage was not noticed by my wife who took delivery of the car when it arrived.
There was barely an apology from the operations director (Mike).
This is a basic summary of the problems, there were far more than this! Several failed pickup's, missed bookings of transporter etc.
Very poor service and professionalism.
Once you have booked the job, you are immediately passed to the 'customer services team' who are basically incompetent.
Shipment Details
Origin State:
New York
Pickup:
Late
Destination State:
Kansas
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
384091
Quote or Order Cost:
$1600

Company Response
Mike Cannon from AutoStar Transport Express Submitted this response.
Response Date: 2/26/2013 12:31:00 PM
We appreciate Mads taking the time to leave us his feedback, and do apologize that the carrier was delayed due to breaking an axle shortly before he was due to load the vehicle. Before placing his order, it was explained in great detail to Mads that all timeframes are estimates, and that delays do happen over the Christmas holidays as well as for weather conditions in the middle of winter in New England. The price change Mads speaks of was due to his request to find a small, two car enclosed transport to collect his vehicle, as he wanted delivery to be as soon as possible. Otherwise, the price would not have changed and a five to seven car enclosed transport carrier would have been assigned. Mads advised AutoStar that the earliest the vehicle could be loaded was 12/22. We explained that more than likely the earliest a carrier would be assigned would be 12/26, and we in fact dispatched his vehicle to a carrier on 12/28, with an estimated load date of 12/31 and estimated delivery of 01/03 - four days. AutoStar gave this information to Mads, and never told him delivery would be in two days. Unfortunately, as I said before, the carrier broke an axle and was unable to collect the vehicle until 01/03, and then delivered on 01/06, in three days, not five. The carrier did remove the spare wheel to keep it from rubbing the bumper of the other vehicle on the truck, in order to protect both vehicles, and did overnight Fedex the bolts to him that they left in the office. As for any supposed damages, this is the first we have heard anything from Mads on the subject, and would have been happy to address the issue with the carrier had we known. Furthermore, the carrier did give Mads a $100 discount for the delay, though they were under no obligation to do so. AutoStar also did apologize to Mads for the carrier delay and the inconvenience. I believe he claims that we did not even offer an apology simply because we would not acquiesce to his demands for ANOTHER $200 off. It is unfortunate that delays can and do happen for weather and mechanical issues, however, that does not make customer service nor the carrier incompetent. We wish Mads the best in the future. Best regards, AutoStar Transport and Logistics