Company Response Review Report Review
Horrible experience, did not load or transport vehicle safely

Scott Reuschling Submitted this review about AutoStar Transport Express
Review made Live: 3/30/2022 3:08:00 PM
I paid to transport a 1952 Chevy truck 900 miles from my Dad's house to mine. I advised them of the details of the truck along with a photo - the front is 4" off the ground (back is higher), and I also told them that my Dad has cancer and is unable to assist with the loading. They assured me that the carrier would be able to handle everything on their own. The carrier that AutoStar dispatched (LRB Transportation LLC) was not able to load the truck with their equipment. My Dad provided additional ramps in order for them to even attempt to load the truck. When the carrier was driving and loading the truck, the left front tire almost fell off the ramp. Landscapers from across the street ran over to see what was going on and told my Dad that it didn't looks safe. Eventually, with my Dad's guidance, they were able to load the truck, but they only secured it with two chains. My Dad told them that they can't transport it 900 miles with just two chains - one bounce and it could fall off. Neither person spoke English, so my Dad spoke with someone else on the phone at LRB Transportation and she asked what he wanted to do. He said that since it was not safe, he did not want them to take the vehicle, so it was unloaded from the truck and they left. I contacted AutoStar to explain the situation. I spoke with Demetri Valerga and said that I was very displeased that they sent a carrier that was ill-equipped to ship this vehicle, and that I told them several times that my Dad has cancer and doesn't have the strength or stamina to help with this. Demetri Valerga shrugged it off like it was no big deal and told me that all of their partners in their network are 5-star rated and are equipped for the job. I told him that this carrier obviously wasn't, since they needed guidance from my Dad on how to load the truck, and then couldn't even secure it properly. Demetri Valerga was more concerned with hammering it in my head that their carrier partners were reliable instead of listening to my concerns, so admittedly, I became heated. My Dad and I have no reason to be difficult - we just want the vehicle to be transported safely. Demetri Valerga refused to listen to reason, so I became angry and aggressive and told him I wanted a refund.. He said that I needed to call customer service, so that's what I did. I then spoke with someone in customer service. She said that they would send an email, and I could reply to that to request a refund. I replied to the email, and shortly thereafter, received a response denying the refund. I then called customer service and after being placed on hold so that they could consult with Demetri Valerga, they refused to refund my money, and said that it was my fault that we ordered the carrier to take the vehicle off. I said that it was our property, and well within our rights to have it removed since it was not safe. I asked why on Earth I would let someone transport a vehicle 900 miles that was not secured. She kept saying that I wouldn't let her explain why I can't get a refund. I told her that I've let her explain it, but it doesn't make sense because services were not rendered and she didn't want to listen to my point. I fully expect the company to dispute this account, but the bottom line is that my Dad and I are just trying to pay someone to safely transport a family heirloom. We paid for a service, they failed to deliver and then blamed it on us because we were not comfortable with the safety of the vehicle. It's simple as that. I am getting my money back through an alternative means, so fortunately there is no financial loss. Although the company has good reviews, whether they are real or paid for, there are a lot of other companies out there, so I would strongly suggest going with another option as I have.
Shipment Details
Origin State:
Delaware
Pickup:
On Time
Destination State:
Florida
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
6378438
Quote or Order Cost:
$995

Company Response
Mike Cannon from AutoStar Transport Express Submitted this response.
Response Date: 3/31/2022 2:02:00 PM
We assigned and dispatched this order THREE times. The first time was on 03/18, with a scheduled pickup of 03/19. Upon notifying customer, we were told by the customer that the vehicle would now not be ready until 03/21. On 03/21 we assigned and dispatched another carrier to pickup that same day. This time the customer cancelled that carrier because it did not meet their time schedule. The third carrier was dispatched a few days later, and this time the customer cancelled that carrier because they didn’t like the way it was loaded, and strapped. THREE times we could have by contract charged the customer a $100 rescheduling fee, but chose not to because of the ailing condition of his father on pickup. THREE times we chose to do the right thing!! After the last carrier was cancelled by the customer, the son Scott Reuschiling called our office, and proceeded to scream, yell, and throw obscenities at our employees. Our agents were very courteous with the customer, and politely asked him not to curse, and he ignored this and actually proceeded to call back yelling, cursing even more. Had the customer not voluntarily cancelled the order, we most certainly would have as our right to do so.