Company Response Review Report Review
The move never happened

Kevin Submitted this review about Direct Express Auto Transport
Review made Live: 10/19/2012 10:51:00 PM
I needed to move a vehicle that I purchased online from Philadelphia to Chicage. I went with Direct Express because of their positive reviews and good ratings. I was hesitant because their price was about $80 lower than most others, but I went with them anyway. After a week of no contact and the car sitting waiting for pickup, I contacted them via email. I explained that I was upset because their site said that typical pickup time is 1-7 days, and it had already been 6. This is not my first time shipping, so I know that a broker cannot guarantee pickup a certain date. They replied and said they were unhappy as well, so they moved $50 of the prepaid deposit over the what the driver would get. I said ok, and hoped it would be picked up. 5 days later, and still nothing. I contacted them again and I chose to add another $50 to the driver. They said ok, but I later found out this was never done! I called everyday to check status and they just replied that it is still waiting. After 2 and a half weeks, I cancelled with them since my vehicle was obviously not important for them to work to pick up. They just want the deposit money, that is all. When I cancelled, they did not even apologize or try to make things right. Cancelling was the best move I made. I contacted another, obviously more reputable, broker and he had my vehicle picked up in 18 hours! Direct Express underbids to get your business and never cares if your car moves, they just want the deposit. Look elsewhere
Shipment Details
Origin State:
Pennsylvania
Pickup:
Never
Destination State:
Illinois
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
132790
Quote or Order Cost:
$559

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 10/20/2012 11:41:00 AM
Our outstanding reputation including A+ rating with the Better Business Bureau speaks for itself. We are sorry that customer Kevin Killian is dissatisfied with the service. Sometimes despite our efforts things don't go according to plan. We do care as our other customers will attest, and we wish Mr. Killian lots of luck in all his future endeavors.