In May I used a site to get estimates to transport a vehicle from VA to OR to be picked up on July 8th. I was contacted by "Dependable" (not so much) Auto Move (DAM) in late May and I reached out to them in early June to ask a couple of questions. A Senior Transport Coordinator (POC#1), who sent me the quote, answered my questions and I said I was interested in scheduling this transport. I emailed, then tried to call his number several times and left messages, but no further response.
After several days I called the DAM 800 number on June 15 and got POC#2. I explained that I couldn't get a hold of POC#1. POC#2 looked up my file and saw the pick-up and drop-off information. I told POC#2 that if it helps with scheduling flexibility that the carrier could pick-up the vehicle anytime between 7/5 and 7/8 (original request was just 7/8). After working it for a few minutes he said that the carrier wouldn't drive to the coast (where my home is) from I-5. After considering options I gave him my Sisters address and contact info in Eugene, OR. I was not happy that I would now have to arrange to have someone drive with me the 9 hours round trip to go pick it up. POC#2 said that he would contact me on or before June 27th/28th with the drivers info and pick-up details. He said that the schedules aren't usually done until the week before the pick-up.
I did not hear from POC#2 on 6/27 or 28 as previously stated so on 6/29 I called and talked to POC#2. He said he was waiting to hear back from a couple of carriers. Not hearing from POC#2, I called him at approx 11:20 am on 7/6. He said the driver is dropping off in Baltimore area today (7/6). Will then pick-up in the DC/NVA area. Should get a 2-3 hour heads up.
On 7/7 I called POC#2's number and got a 3rd POC who could not help me, not sure why POC#2's number rolled to POC#3. Called POC#2 several time and left a message (his VM rang to dispatch) on the second try. Called POC#1 as well (twice) and got VM. Called the 800 number @1705 and actually got connected to POC#1 on that number. He looked things up and identified the assigned carrier. He thought it looked like they were scheduled for the next day (7/8). He said POC#2 would have more details. He called POC#2 who told POC#1 that he was on the phone with a few carriers and when he was done he would call me. POC#2 told POC#1 that the planned carrier hadn't updated their insurance info so DAM couldn't use them. POC#2 never called me. POC#1 sent me an email late on 7/7 to say they were working on it.
On 7/8. the day of the requested pick-up, I got an email From POC#1 at 8.26am EST saying they were working on it that morning (7/8). Didn't hear anything so at 1:30 pm EST I sent POC#1 a message (never did get POC#2's email) asking how it was going and what the major road blocks were for carriers. POC#1 replied by email at 1:47 pm EST to say there were currently only 2 vehicles listed for a similar route. That was the last I heard from them.
It is hard to believe that with 6 weeks notice that DAM couldn't find and schedule a carrier to transport my vehicle. Worse yet is the total lack of communications to let me know what was going on. I, the CUSTOMER, had to attempt to contact DAM (POC#1 and POC#2) at every step. Add to that DAM providing a quote to deliver my vehicle to my new residence in OR and then say "the carrier" wouldn't drive to the coast. My town is on Hwy 101 which transits from southern CA to WA along the coast and gets transited by hundreds of 18-wheelers daily. Throughout this experience with DAM the lack of communication, lack of ability to schedule a carrier given 6 weeks notice, and not being able to actually deliver to the address originally requested has resulted in a severe negative impact on me personally. The experience had left me to conclude that DAM is unprofessional, NOT supportive of their customers, and seems to have a total lack of business ethics. High fuel prices and labor challenges (staff and drivers) is no excuse for treating a customer like I was treated. I have recently retired from a long career in Senior Program Management which included logistics, I HIGHLY recommend DAM evaluate it's internal processes, training, and business goals to see if my experience is the type of business model DAM wants. If not, then make immediate changes NOW.
Shipment Details
Origin State:
Virginia
Pickup:
Never
Destination State:
Oregon
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
7826966
Quote or Order Cost:
$1195
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