Company Response Review Report Review
Experience with Direct Express Auto Transport

Jodi Submitted this review about Direct Express Auto Transport
Review made Live: 7/24/2009 3:04:00 PM
I have never transported a car before so I was in the dark. Direct Express Auto gave me a good quote, but after 10 days my car had not been picked up! Every time I would call customer service, they were very polite but would give me no information on the status of my pick-up. It was a different person every time. The customer service reps would say things like "well, you do not live off of a very popular route," etc. Also, this company NEVER answered my e-mail requests for an update (which I didn't start requesting until the 5th day). They over-promised (within 7 days) and never delivered. It was a very stressful and frustrating experience. Since I needed to get the car to my son in college, I started calling other companies. With each one I got personal service and a very detailed explanation of how the auto transport service worked. After giving Direct Express Auto one more chance for a status, I cancelled the order with them. I went with Monstar and received a driver within the hour!!!!! Pick-up was the next day and it went very smoothly. The next time I transport a car I will use Monstar!
Shipment Details
Origin State:
Utah
Pickup:
Never
Destination State:
Tennessee
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
64397
Quote or Order Cost:
$725

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 7/24/2009 5:44:00 PM
Our outstanding record speaks for itself. We ship nearly 2,000 vehicles per month with very few complaints. Sometimes we goof, and maybe we did here and maybe not. If you are shipping from one populated area to another, then there is over a 90 percent chance your car will be picked up and on its way within 7 days. When you are shipping from or to a remote location, such as in this case, then it may take longer and we are quite clear about that. We are sorry for any inconvenience and wish the customer well.