Company Response Review Report Review
Disappointed

Mara Submitted this review about AutoStar Transport Express
Review made Live: 2/15/2011 12:13:00 PM
We paid more than the original quote to obtain a certain pick up time a contractor (mobile transport) agreed to. The contracting company was extremely unprofessional and did not return phone calls from us or autostar after their driver said he was unable to make the pick up. I spent hours on the phone with autostar and three different representatives to correct the problem that we discovered after trying the confirm with the driver we were told would pick up both vehicles the next day. After another truck agreed to pick up they did so at 11:00 pm with little notice. The trucks were delivered 8 days later and again the driver gave very short notice and called after they arrived. Both cars, one only three months old, were covered in dirt and sand which required $300 in detailing to clean. The interiors were full of deseil exaust fuems and a black soot on all surfaces. This was not mentioned at all during the conversations with auto star. Overall we are very disappointed with the service we paid a very fair price for and would not recommend to use this company.
Shipment Details
Origin State:
Virginia
Pickup:
Late
Destination State:
Washington
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
163472-JV
Quote or Order Cost:
$2050

Car Condition
  • Vehicle was dirty
Company Response
Mike Cannon from AutoStar Transport Express Submitted this response.
Response Date: 2/15/2011 2:47:00 PM
I am so sorry to hear Mara is dissapointed with our service. We work hard to assure a smooth transport for all of our customers but, unfortunately, there are issues that escape our control. We are a broker and we offered Mobile Transport's services to Mara under the premise they would pick up on 2/2 or 2/3. Mobile wanted more money and in no way was she obligated to pay extra, but when you are dealing with such short windows for pickup extra money is almost always required. WE DID NOT MAKE AN EXTRA PENNY on the pay increase; all of it went to Mobile. After a small hiccup (and also after calling at least another 15 carriers to see if they could accommodate Mara's windows) we've finally got Mobile to go ahead with the transport as agreed on. Mara's vehicles traveled 2867.9 miles in an open carrier through one of the hardest, snowiest winters the country has seen in years, you can expect the vehicles to be dirty (same as if you had personally driven them). Seems to me that we have gone above and beyond to make sure this transport was done timely and smoothly. Mara's complaints refer mostly to Mobile Transport (the carrier company) and I don't think they accurately reflect our work as brokers. We encourage our customers to write a separate review about the carrier assigned. It is a bit frustrating that we get the blame for the carrier's performance (even though we believe they did provide the service they were supposed to provide). We wish all the best for Mara and hope she would give us another chance to change her views about our company. Jay Batista 888.802.8250 ext.2225