Company Response Review Report Review
Price Change and Damaage

Joshua Submitted this review about AutoStar Transport Express
Review made Live: 2/6/2014 12:36:00 PM
Originally my truck was to be picked up on January 1st but a truck could not be found. I had to contact the coordinator for any information on this as a few days went by. Then after a few days I was contacted by the coordinator to raise the price $300 because of a snow storm that happened on the East Coast (which did not hit the area I was in). After I agreed to the hike in price of $300 I did not hear from the coordinator again. I did not get a truck for another two days, substantial time after the storm where any snow was now gone. I was told that they could pick it up by my home originally since it was a road used by commercial trucks. Later this was changed, telling me they do not drive into Arlington and I had to drive 45mins out side of my town to drop off my truck. I was not informed when my truck arrived in California, I had to call them. When I got to my truck there were chips in the paint all down the side of the vehicle. I was told by the trucking company that they would have taken the truck for the agreed rate of $1,000 and that the coordinating company didn't have to raise the price. I was also told that since the pictures were taken in the rain they can't tell if the damage was already there and that the walk-around check by the driver didn't count either because of human error. I was told trucks are made to get dinged and it is normal wear and tear. I expected a chip or two but not the whole side of my truck. The trucking company refused to cover the damage and my insurance has quoted me $1,700 in damages and is now handling the situation. I would never recommend this company or use this company again.
Shipment Details
Origin State:
Virginia
Pickup:
Late
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
476981-TJ
Quote or Order Cost:
$1385

Car Condition
  • Vehicle was dirty
  • Vehicle was damaged
Company Response
Mike Cannon from AutoStar Transport Express Submitted this response.
Response Date: 2/6/2014 3:40:00 PM
We appreciate all feedback concerning the services provided to help us continue to grow as a leader in the transport broker business. The Customer REQUESTED a pick-up of January 1st and it was we explained to him due to the holidays that this may not be possible but we would try to find a carrier as close to that date as possible AND within our 10 day guarantee. We always do our best to confirm carriers at the price we quote but, there are on occasion fluctuations in the prices in the market due to the volume of vehicles being transported and fuel. In this instance the extra money was requested by the carrier and presented to the Customer as an option or we would continue to search for a carrier at the original price, WE did not earn ANY extra money from this transport – it was paid to the CARRIER at the Customers AGREEMENT. Once a transport is dispatched to a carrier we provide the information to contact them and the carrier arranges the transport with the Customer, it is the responsibility of the carrier to arrange specifics with the Customers directly. We are here to assist but at NO point did the Customer call or email us. A carrier will always aim to pick up and delivery to actual locations providing the truck can reach the locations safely and without impediment. As far as the damage to the Customer vehicle is concerned again, had the Customer notified us of this (we clearly state this in our contract) we would have assisted with this and provided insurance information for the carrier as well as liaised with them on behalf of the Customer as all transports are covered by the carriers insurance.