Company Response Review Report Review
On time pickup and delivery, damged car, dishonest staff

Jon Submitted this review about Pioneer Auto Express Corp.
Review made Live: 11/1/2009 5:57:00 PM
Here is my Pioneer story. Summary: they damaged my car, refuse to admit fault, and have lied to/ignored me since. Lesson: USE SOMEONE ELSE.

Pioneer shipped my 2000 Volvo S70 from Cambridge, MA to West Hollywood, CA in late September of 2008. In October, I reported a claim of damage to the driver’s side door that I noticed upon pickup. Chris Ko denied my claim and said that the pictures of the damage I sent to Pioneer were consistent with pictures that Pioneer’s driver took when the car was picked up in Cambridge. Chris and I went back and forth a few times regarding these pictures, and eventually Chris asked me to get an estimate, which I did and provided to Chris ($625). I did not hear back from Chris regarding the estimate, so I called Amy Matthews with Specialty Mobile (the broker), and she helped get me in touch with Harry in late November. When Harry and I spoke, he offered to settle my claim for half the amount of my estimate. When I did not immediately accept his offer and insisted on seeing the pictures that Pioneer was using to deny my claim, Harry abruptly rescinded the offer.

I eventually spoke with Chris again in late December, and he made the troubling admission that he did not recall having seen any pictures from Pioneer’s driver and that he was not in possession of the pictures. Chris also acknowledged that, while there are scratches noted on the bill of lading (another basis of his original denial of my claim), the dent in question is not on the bill of lading (in fact, the bill of lading shows no damage to the lower part of the driver’s side door). When I suggested the potential illegality of Pioneer’s practice of denying claims based on pictures that either don’t exist or haven’t been reviewed, Chris said I should hire a lawyer.

I recently filed a complaint on the Better Business Bureau’s website in which I recited the above facts and requested that Pioneer send me authentic pictures showing that the damage to my car was pre-existing. I also requested that, in the event Pioneer was unwilling or unable to provide the pictures, Pioneer should acknowledge that the bill of lading is an insufficient basis to deny my claim and make a good faith offer to pay for the repair to my car.

Someone from Pioneer responded to my BBB complaint first by stating that it is difficult to see the alleged damage in the driver’s photos, but that the photos show damage leading up to the area in question (the lower right corner of the driver’s door). The response concludes that, given the allegedly inconclusive nature of the photos and the fact that car is 9 year old and has many scratches, $300 was a good faith offer. The response also incorrectly states that I insisted that Pioneer pay for the entire amount of the claim; what I insisted on was seeing the pictures.

I have since tried again to settle my claim with Pioneer but, as usual, they do not respond to e-mails or phone messages. If anyone from Pioneer reads this, I am still interested in settling. Otherwise, I will continue to consider a lawsuit. If anyone reading this wants to join such a lawsuit, let me know.
Shipment Details
Origin State:
Massachusetts
Pickup:
On Time
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
08-337W
Quote or Order Cost:
$1000

Car Condition
  • Vehicle was damaged
Company Response
Kenny from Pioneer Auto Express Corp. Submitted this response.
Response Date: 11/2/2009 5:48:00 PM
Our staff does a thorough job to determine liability when it comes to claims such as small dents and minor scratches. With the condition of this vehicle, it was very hard to determine liability. As good faith, we offered $300. However, he rejected our offer to him.