Company Response Review Report Review
Problem finding a carrier.... Really?!?!

K. CAMPBELL Submitted this review about Direct Express Auto Transport
Review made Live: 12/14/2009 5:16:00 PM
I used Direct Express in 2008 when I shipped my vehicle to Fort Irwin, CA with no problem. So, I figured I would use them again. I placed an order with Direct Express Auto Transport on October 25, 2009 using their website. I received a confirmation email on November 12, 2009 only after my husband called customer service to make sure my order was being processed although my credit card was already charged the deposit.

My car was available for pick-up on December 7, 2009. I received an email that a carrier was assigned on December 4, 2009. The email stated the carrier would contact me. The carrier was Coval Transport-CA and never called. I called Coval Transport two days after my vehicle was available and left a message. I called Coval Transport again and finally reached a representative on the morning of December 11, 2009. Initially, the carrier had no knowledge of my order stating he had not received any information from Direct Express about my vehicle. After giving him some basic details, the Coval Rep. said the car could be picked up on Monday, December 14, 2009 but he had to contact Direct Express for the specific details. The carrier called back that afternoon and stated my pick-up location was too far out the way for his truck and Direct Express would have to re-assign a carrier. I was completely blind-sided by the fact that the assigned carrier, who should have been researched/vetted by Direct Express, was not able to take the vehicle.

I contacted Direct Express on the afternoon of December 11, 2009. The customer service rep. was simpathetic and stated a carrier SHOULD be re-assigned over the weekend and a new email will be sent to me once the carrier is selected. Well, by Monday morning, no carrier had been assigned because I had not received an email. I called Direct Express early, before 8am PST, to see what progress had been made trying to find a new carrier. The customer service rep. explained there is no guarantee when a carrier will be assigned, and the dispatchers were working on trying to find a new carrier, and I will get an email when a carrier is found. I felt as though my order was being completely disregarded and there was no urgency to find me another carrier even though one week had already passed since my car was available. My family is moving from Ft. Irwin, CA in the Mojave Desert to Fort Hood, TX. I know the pick-up location is obscure but if Direct Express couldn't handle finding a carrier who will make difficult pick-ups and deliveries then they are not worth the 5-Star rating.

I allowed another broker to search for a carrier, and was able to CONFIRM a carrier before 12noon PST on Monday, December 14th. Was Direct Express really working diligently to find me another carrier? I called Direct Express to cancel my order, and the customer service rep. did not ask me why I was cancelling, AND she didn't even as my name to make sure the order was correct!! I am sure Direct Express will respond with "Our outstanding record speaks for itself" like autotune but with all the reviewers who are compensated for their comments, I wonder how many of the reviews are totally true. I will not use or recommend Direct Express Auto Transport again.
Shipment Details
Origin State:
California
Pickup:
Never
Destination State:
Texas
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
71662
Quote or Order Cost:
$575

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 12/14/2009 8:22:00 PM
Our outstanding record indeed speaks for itself. After at first setting up a very quick pickup and having it fall through, Katina gave us only 72 hours to arrange for another driver from the Mojave Desert to Fort Hood, and entered this negative review only 7 days after initially making her car available. So we ask you, gentle reader, is Katina being reasonable? We are so very lucky to have so many kind customers, and those in the Mojave Desert usually know ... that they are in the Mojave Desert ... and usually are patient with the process. We wish Katina well in all her future endeavors and thank her for her service to the country.