Company Response Review Report Review
Good, but do not keep tabs on the order once they hire a carrier to pick up your car

Brittany Submitted this review about AutoStar Transport Express
Review made Live: 8/14/2017 3:30:00 PM
If you use Autostar and get the carrier CFR autodirect, request a different carrier. Autostar has very good customer service, but they do not monitor the progress of your car, and even Autostar said that it's incredibly difficult to communicate with CFR and get an exact drop off date. I had a car arrive six days late, constantly be told by both Autostar and CFR that the car would be arriving the next day five different times. After the third time this happened and after countless phone calls to both CFR and Autostar, the Autostar representative told me I could rest assured that my car would arrive the next day. I told her I could not since my car had been promised to me on three different occasions just to be given the run around every time. She had no idea that I had called and been called by Autostar about all of these changes and had to call CFR multiple times to get a hold of them, even though I had told the other customer service reps that I had gone through all of this hassle. Since the calls may be recorded, you would have assumed they would have kept note of how many times the SAME customer would have called. Autostar offered to find out what was going on with my car and came back to tell me that my car was on a train, when I was told it would be in an enclosed truck multiple times by Autostar, and that the customer service rep was surprised because she thought they always transported by truck. To which I was shocked and she quickly backtracked to tell me that there are different ways to transport. But you didn't know that by train was an option, and that also wasn't what I was told to begin with. I had to call up Autostar in tears because I was convinced my car was stolen because no one could tell me where my car was or why it was so late. Autostar offered to find out what was going on and give me the location of my vehicle, I even offered to go pick it up. When Autostar told me my car was in LA, the same area I am in, I asked if I could go pick it up, they said no, but had no idea why I couldn't go pick it up. I was told by the Autostar rep that she would call CFR on Monday to confirm a drop off time and then call me to tell me, but that call never came. I luckily got my car on that Monday, but I had to endure six days of frustration, anger, and being screwed around with to get the car. If you want to use this company, you may have to be more hands on with making them give you updates than you would have expected.
Shipment Details
Origin State:
New Jersey
Pickup:
Late
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
912914-YF
Quote or Order Cost:
$1050

Car Condition
  • Vehicle was dirty
Company Response
Mike Cannon from AutoStar Transport Express Submitted this response.
Response Date: 8/16/2017 7:24:00 PM
We at AutoStar Transport Express take all comments, good and bad, as an opportunity to thank our customers for their feedback, to grow as a better service oriented company. We are very sorry to hear that CFR provided our customer with such poor customer service, and we have contacted them to make sure that they provide us and our customers with better updates in the future. The customer had requested the car to be delivered on or after 08/02, since she would not be in the area before that date to receive her vehicle, and that is how her transport was arranged. On 08/02 one of our Customer Service representatives contacted CFR to get an update for our customer (with her contacting us first), and we were told that the car would be delivered on 08/04 or 08/05, we called the customer right away and provided her with this information. On 08/04 the customer contacted our Customer Service department, and after we contacted CFR we provided the customer with the update we received from them, which was that her car was estimated to be delivered the following day. On 08/05 the customer contacted us again and we contacted CFR, and they informed us that there had been a delay with this transport, and that the customer’s vehicle would be delivered on 08/07. That Monday we did follow up on the order, and when we contacted CFR and they told us that they had already contacted the customer and made arrangements to have the car delivered that same day, as we had been told on 08/05 and as we had informed the customer. We later confirmed the vehicle had been delivered. We contacted the customer with updates regarding her transport, and when the customer contacted us, our customer service team promptly contacted the carrier company to get the latest updates available. We acknowledge that CFR could and should have done a better job regarding the updates that we were provided with, and we have discussed this with them already to avoid situations like this in the future. They also confirmed that the vehicle was transported in an enclosed container, which is how they normally transport vehicles across the country. AutoStar Transport Express provided a 5 star customer service experience, and we do apologize that the carrier CFR did not provide the same 5 star service we expect from our carriers.