Company Response Review Report Review
Would never use again especially for any future Military Moves

TSgt Donaldson Submitted this review about Quicken Auto Transport LLC
Review made Live: 8/26/2014 9:23:00 PM
Being in the military and having to deal with moving from one place to another is hard enough, the last thing I expected was to receive another stressful life event with the shipment of my family vehicle from CA to MA. Especially when my wife was the only one left back in CA to coordinate the drop off of our vehicle.
My initial conversations with the customer service rep Chris were friendly and it seemed like the company actually cared about the people they do business with...however my opinion was quickly changed by the following events. Below is a short synopsis of what occurred...I welcome anyone to call or contact me should they have any questions or need a word of advice before using this company.
I booked my car transport with Chris given that he indicated the company was pro military and he provided an overview of the process and guaranteed that my family's vehicle would never be transferred once loaded. Chris even indicated that upon pick up of our vehicle, we would meet the driver, obtain contact information and be able to remain in constant contact with the transport company while the vehicle made its way to MA.
Our vehicle was scheduled to be picked up on 8/12 which the driver was late meeting and to my wife's surprise there was no transport truck picking up the vehicle, it was a small SUV with a flatbed trailer! The car was loaded and my wife was told that the car would be taken to Los Angeles to be loaded and shipped. OUR VEHICAL SAT IN LOS ANGELES FOR A WEEK AND DID NOT LEAV FOR MA UNTIL THE FOLLOWING WEEK!! We did not receive our vehicle until 8/23 and it was dirty, the truck driver was rude! We did not hear from the transport company until the day our vehicle was in MA!
I attempted to contact Chris at Quicken and was given the run around such as short email responses and never had the fact our vehicle was transferred from truck to truck or that it sat for a week before being loaded addressed or acknowledged. No follow up to see how our experience was...nothing... In fact as soon as payment was made to Quicken the customer service and friendly attitudes no longer were present. It is clear this company does not care about its customer base once paid and the fact that they simply broker out their request, it's obvious they do not know much about the carriers they work with. USE THIS COMPANY AT YOUR OWN RISK...
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
Massachusetts
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Chris
Quote or Order Cost:
$1095

Car Condition
  • Vehicle was dirty
Company Response
Chris from Quicken Auto Transport LLC Submitted this response.
Response Date: 8/27/2014 10:02:00 AM
Thank you for this feedback Mr. Donaldson. We sincerely apologize that your experience was not satisfactory. When a customer is unhappy we take this very serious as we have NO OTHER ratings of this sort. At Quicken we pride ourselves in over communication and facilitating a smooth transaction for all parties involved. Our contract specifically states that vehicles are not to be offloaded or unloaded without prior consent or approval. In regards to the vehicle being dirty, yes vehicles due tend to get dusty / dirty when moving across country 3000+ miles. We really feel like your true gripe is with the carrier not us. The only communication that we received was when you inquired about the delivery date at which time we immediately responded confirming the anticipated delivery date and time. Please read the rest of our reviews for an accurate depiction of what to expect when utilizing our services. For a Quick Quote call 813-445-8848 PRESS 1