Company Response Review Report Review
customer service from Cascade

Larry Andrews Submitted this review about Cascade Vehicle Shipping Inc.
Review made Live: 3/5/2010 1:29:00 AM
The biggest problem I had was communication. I was told the car would be picked up within a certain timeframe. That time passed and I had to call Cascade several times to reach "my contact." Several hours later, I called back and was given another timeframe. Again, this time passed. Again I had to call for yet a third option. Shortly before 5 pm I called and was finally told I had been rescheduled for the next morning. I went through a similar drilll the next day. The truck finally arrived at ~7 PM, a day later than promised. I was told the carrrier would call me to verify the pickup time. I only heard from him about 5 PM on the day they finally picked up the car. I waited 48 hours.

It seemed to me that I had to do all the follow up, even after I had explained my dilemma and unhappiness to Michelle. My perception was that my problem was normal and this happened all the time- it was the carriers fault. Cascade did not seem to have a very good handle on the carrier. I don't care whose fault it was. I expected active communication, even if it was "we are working on it and here is what we know right now." You cannont over communicate.

I"m still not sure how the pricing was set up.

My additional perception is that Cascade does not have a coordinated approach to their business. At one point, Michelle was at lunch or something and no one else could help me. This is not rocket science- their business practice needs a complete overhaul. I recognize this defect because I was a business/leadership consultant for 12 years.

The upshot was that I would not use Cascade again nor would I recommend them.
Shipment Details
Origin State:
Washington
Pickup:
Late
Destination State:
Virginia
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
610533
Quote or Order Cost:
$1065

Car Condition
  • Vehicle was dirty
Company Response
Terry Williams from Cascade Vehicle Shipping Inc. Submitted this response.
Response Date: 3/5/2010 11:23:00 AM
Larry, I apologize greatly for your dissatisfaction with our services at the beginning of the order. As I stated to you over the phone that it was Christine the delivery customer that I had kept close contact with as she was the one receiving the vehicle and I needed to know her experience with the carrier so I could follow the transport through. I am glad she got the car safe and sound and sorry for your bad experience. Michelle