tunnel truck
Delays, car was damaged

John P Submitted this review about Passport Transport
Review made Live: 5/7/2013 2:24:00 PM
Gladstone Dodge hired Passport to ship a Mercedes ML63 that I had bought. It was a $90k car. The dealer told me that they would pick up my trade in and drop off my new car simultaneously. Well, that didn't happen because they asked me if they could pick up my trade in on a Friday because they had a truck in my area- they told me that my new car would be picked up the next Monday. Monday passed, Tuesday passed- Ken never responded to two emails from me asking what was going on. Finally, they picked the car up on Wednesday and they told me it would arrive on Thursday. Well, that didn't happen. The car finally arrived on Friday. Keep in mind now that I didn't have a car for a whole week now. To make matters worse, the car's roof was damaged when the driver lowered the upper deck onto the top it. $4k worth of damage. The car then sat in a body shop for four days while Mike tried to get a hold of the owner who was too to deal with this.

They eventually compensated me for the damage and the delay but I would just never use thems again based on the delays upon delays, and how long it took them to resolve the damage claim. Overall it took me a full month from the day I bought the car to being able to drive it.

Company Response
Neil from Passport Transport Submitted this response.
Response Date: 5/10/2013 4:41:00 PM
Passport Transport acknowledges and takes full responsibility for this mishap. Unfortunately there are rare occasions that we damage a vehicle in transit. The true test of a company is not that they are perfect, but how they handle occasions when things go wrong. This situation was handled expeditiously with the utmost professionalism and concern for the customer. This vehicle was damaged in transit. The customer was kept in the loop during the entire move from pick-up, to immediate notification of the damage to ultimate delivery at the dealership of his choice to get the repair work completed. The customer was very difficult to communicate with and did not answer numerous calls and voice mails. The customer did NOT pay for the transportation on this move and legally our company is not obligated to pay for damage if the customer does not pay for transportation charges. However, we not only paid for the repair and transportation but also compensated the customer for the inconvenience that he endured due to the vehicle being damaged. Every check was processed within days of us receiving notification and all were sent via FedEx overnight. As stated in the review the car was delivered within a week and all claims checks processed within days. The exaggeration of a month is unfounded. I challenge ANY company to handle this event as well as Passport Transport did.