Company Response Review Report Review
HORRIBLE SERVICE & Unreliable

William Hood Submitted this review about Direct Express Auto Transport
Review made Live: 3/29/2012 4:00:00 PM
I am extremely dissatisfied with both your service and your customer service.
1. My brand new $37,288.26 Toyota FJ Cruiser was picked up on 3/27/12 at 5:00pm EST from Savannah, GA Toyota dealership with 3 miles on it.
2. This morning I called the transporter at 8:00am EST and was informed the engine to his truck had seized and he was stuck on the side of the road with my truck and 7 others on his trailer.
3. At 12:00pm EST Noon I called him again to find out what the status was and he had still not formed a plan of action and was waiting for someone to call him back and was not sure what to do. At this time I called your offices and notified Auto Transport Direct that my vehicle was sitting by the side of the highway in a dangerous situation along with 7 other vehicles and it did not appear there was a solution in sight. I was told a supervisor would call me back very shortly
4. AT 2:36pm EST, some two and ½ hours later I had still not received a call back and again called the auto shipper. He was still sitting by the side of the road with no one coming to help him and still not sure what to do and no plan of action in place. Again, I called your offices and ask to speak to a supervisor and was connected to “Edith” who proceeded to speak over me and not willing to listen to my situation and after calling the transporter she informed me that there ‘might’ be a truck tomorrow to pick up his trailer but was not sure and I tried to ask her some questions but she would not allow me to speak and just continued to speak over me until she hung up on me. Admittedly, I did get angry after she would not allow me to speak and ask questions of her but that was ONLY after she would not allow me to speak and refused to listen to me. Listen to the tape if you have one.
5. Your service does not provide a backup support scenario
6. Your customer service does not listen to the customers especially those that have $37,288.26 brand new investment sitting by the side of the road.
7. I don’t expect you to be perfect. I expect problems but I also expect a response plan. IT is 8 hours after breaking down and there is STILL no definitive plan of action to help this transporter in getting my and others vehicles to their destinations. This is unacceptable.
8. I will be contacting the BBB and giving a scathing review and feedback.
9. I will be contacting every online rating service and telling this exact story as it happened.
10. I will be contacting my attorney.
11. I will be contacting Toyota to ask them not to allow your service to haul their vehicles ever again.
12. I will be contacting my bank to inform them that their investment also is sitting by the side of the HI way with no solution in sight.
Shipment Details
Origin State:
Georgia
Pickup:
On Time
Destination State:
Virginia
Delivery:
Not Provided
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
122553
Quote or Order Cost:
$559

Car Condition
  • Vehicle was dirty
Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 3/29/2012 5:00:00 PM
Our outstanding reputation including A+ rating with the Better Business Bureau speaks for itself. The vehicle of customer William Hood was made available only two days ago and we assigned a driver the same day - that is very fast! The carrier encountered mechanical difficulty and will be delayed a few days, which is not at all unusual and most reasonable people are understanding. Sometimes, Mr. Hood, the airplane is delayed, the cable guy does not show up between 1 and 5, and the mailman comes late. Your vehicle, Mr. William Hood, will still show up sooner than you expected when you ordered. We wish Mr. Hood lots of luck in all his future endeavors.