Company Response Review Report Review
Bad Experiecne

Michael Submitted this review about Direct Express Auto Transport
Review made Live: 7/8/2015 3:35:00 PM
When we chose this company, we were told our vehicle would be picked up on a specific date, which is why we ultimately agreed to utilize their services. Our customer service rep Jessica was great when we initially called. We were given a military discount, so our total cost was supposed to be $1025. We had friends hold our car for pick up, so we could already be at our destination to pay the driver when the vehicle arrived. We were told it would take about 10 days and the car could be picked up when we needed it to be, on June 15. Our friends took off work so they could be available for the driver. The vehicle wasn't picked up the first day, or the second. We then called and that Rep (not Jessica) was extremely rude and argued that the date we chose wasn't a set date, it was a window and it could be picked up several days after. She wouldn't give us another date, she said they had to wait for a carrier that could pick it up. Had we known this initially, we would not have went with this company. The vehicle was picked up days later, the evening of June 18. We called and were told the vehicle would be delivered by June 27 and to keep in mind it could be a day or so before or a day or so after. We stayed home so we wouldn't miss the call. June 27 came and went, then June 28. On June 30 we called and the Rep (Who barely spoke English) said they didn't know why the vehicle had not been delivered, he said he'd call back later that evening to give us an update. No email went out to tell us the car would be late or give another estimated date. He called back and it was determined the car would be delivered on July 2. On July 1 the driver called, who's English was even worse than the Rep we spoke to, said he'd be in by 9 am on the 2nd. We told him we would meet him just outside of the base were we live, (less than 2 minutes from our home) gave him an address where he could easily pull off. The Rep called back because the driver said he could not understand what we were saying when he talked to us. So, we explained again. at 8 a.m. on July 2 we received a call from the Rep that the driver was at the destination. We drove to the agreed upon location and the driver was not there. We waited an hour figuring he called early to ensure we were there. After still no sign we called the Rep back (Since his English a little easier to understand) and after going back and forth he said the driver found it was easier to pull off on the outskirts of town, but said a rest stop on exit __ in ____. He had no idea whether it was North, South, East or West, he had to call the driver back. After two hours of this, it was determined the driver had pulled off almost half an hour away from where the vehicle was supposed to be delivered. Upon pick up, the driver said we owed $850. Luckily we had extra dollars in the car, because $1025-$179 (The uprfront, initial fee) is not $850, It's $846. $4 may not seem like a big deal, and it's not, but after unclear regs about windows of pick-up, a driver and representative that could not speak English clearly, and arrival being almost a week later than anticipated (the second time) without being told, that $4 was the icing on the cake.
Shipment Details
Origin State:
Texas
Pickup:
Late
Destination State:
Massachusetts
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
152177
Quote or Order Cost:
$1026

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 7/8/2015 3:54:00 PM
We are sorry customer Michael Santiago is dissatisfied. About 99% of our other customers understand we cannot guarantee ship dates, which we say here on this site, our site, on the phone and in bold print above the fold in email order confirmation. What more can we do? In Mr. Santiago's case, we assigned his Ford Fusion only 3 days after his first available date in El Paso, Texas and shipped it to Boston. That's good folks. That's really good! Best of luck to Mike Santiago.