Company Response Review Report Review
Example of why this industry has a bad name...

Aaron A. Submitted this review about Direct Express Auto Transport
Review made Live: 10/13/2010 11:01:00 AM
I have never shipped a car before and didn't know what to expect so I was relying on the company to walk me through the process. At first it seemed like I was getting great customer service- they were quick to answer the phone, cordial and answered my questions. I paid my deposit on the the 20th and set a date for the 28th for earliest pick up. I assumed (my first mistake) that they would start working on finding a driver on the 20th. They never explained to me that they only start working on it a couple of days before. I was leaving 5 days later on the 2nd and wanted my car until the 28th but very easily COULD have released it earlier. They just didn't do a good job explaining the process.

I ended up leaving Houston and my car hadn't shipped. I had contacted them and each time they assured me they were looking and would find a driver. By the 8th my car still didn't have a carrier. I contacted them on the 8th very frustrated. My car hadn't been picked up and they hadn't bothered to contact me explaining why or to assure me that they were still trying. The agent on the phone said the problem was that I was shipping from one remote location to another. I was shipping from a suburb of Houston to a suburb of Cleveland. I commented that I didn't think Houston or Cleveland were remote locations. The phone agent said the suburbs were. I replied that if I had known I needed to go downtown to drop off my car then I would have and that I replied on them to advise me what works best. She told me that they can't do that because I might get upset. I asked if I should change my pickup and drop off locations to the major city instead of the suburb address and she wouldn't answer. Again she replied that they can't advise me on what to do. I explained that I needed my car and I'm looking to them, as the professional, to tell me what it was going to take to get my car picked up and delivered. She again refused to answer on the grounds that I might get upset if things didn't work out. I told her I was already upset and her response amounts to professional cowardice and I would include that in my feedback.

Her response was CLASSIC, and this is a direct quote, "I'm going to let that slide this time. But if you got another agent or say that again I will cancel your order. We won't work with people that might leave us negative feedback." WOW! How about have great customer service and do what you are paid to do and I won't have to leave negative feedback.

Instead I decided to cancel my order with them and seek another firm. So I called another company at 2pm that day and by 6pm that same day I had a driver who was going to pick up my vehicle on Monday. My car was picked up on time and I'm now awaiting delivery. It took the other company 4 HOURS to accomplish what Direct Express couldn't do in 18 DAYS.

Avoid Direct Express Auto Transport like the plague. They are rude and grossly incompetent. They are the very reason this industry has a negative reputation.
Shipment Details
Origin State:
Texas
Pickup:
Never
Destination State:
Ohio
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
91985
Quote or Order Cost:
$575

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 10/13/2010 1:22:00 PM
Our outstanding record speaks for itself. We think the comments posted here by Mr. Olmsted reflect very clearly, perfectly even, (save the misrepresentations) the type of customer we were dealing with. We wish Aaron lots of luck in all his future interactions.