Company Response Review Report Review
Not as good as I'd hoped

Clint Huxley Submitted this review about Red Carpet Auto Transport Inc.
Review made Live: 3/29/2011 3:33:00 PM
After reading through many reviews on this site, I decided to go with Red Carpet as most of the reviews were very positive, and I was happy with the level of customer service they were proposing. I was purchasing a car from WA, and so transport had to be arranged between myself in VA, the seller, and the transport company. Julie was able to provide a truck quite quickly, however, there was zero communication from the truck driver or Red Carpet on the day prior to scheduled pickup, or on the actual day. When I enquired as to when the car would be picked up, I was informed that was at the discretion of the driver (basically, he will show up when he can). The truck driver got in contact with the seller late in the day of scheduled pickup, and arranged a pickup time for the following day that suited the seller's schedule. I wasn't terribly concerned that pickup was a day late, but it did annoy me that I had to chase all this up (and keep my seller constantly informed), rather than Red Carpet tracking this information and keeping me informed (as I thought they would).
When the car arrived a day early, I was very pleased. Until I saw it. When it was unloaded, there was mud all over the tires and the wheel arches, and there was mud all through the interior driver's footwell and on the inside of the door. The truck drivers mentioned that they had to unload the car in order to get another car off, and it was muddy where they were. This is completely unacceptable. No paper or plastic protection was put down, and clearly no effort was made to keep my car clean and prevent damage. The whole reason I chose to pay substantially more money for enclosed transport was to keep the car as pristine as possible. Red Carpet's own website describes the use of enclosed transport for rare, classic or very expensive vehicles. Their website says "This is why we recommend enclosed transport for those vehicles that don’t want to get dirty". My car isn't an overly expensive car, but I am a car fanatic and I was extremely angry at the way it had been treated. What's more, no follow up contact has been made by Red Carpet to enquire as to whether everything went ok with the transport, or if there were any problems, or whether I was satisfied with the service. I would consider this to be good customer care, especially when your customers are paying over $1500 and entrusting you with one of their most expensive and prized possessions.
Shipment Details
Origin State:
Washington
Pickup:
Late
Destination State:
Virginia
Delivery:
Early
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
5062451
Quote or Order Cost:
$1595

Car Condition
  • Vehicle was dirty
Company Response
from Red Carpet Auto Transport Inc. Submitted this response.
Response Date: 3/29/2011 8:05:00 PM
Julie Kenyon ~ Red Carpet Auto Transport ~ 480.248.8444 Clint - I can't tell you how sorry I am that your experience with Red Carpet was not what you expected. I just wanted you to know that I was in contact numerous times with the person at the point of pick up to be sure all went well. I do apologize for my delay in confirming delivery with you. Although I have a very busy schedule, I really do try to provide excellent communication and I am disappointed that you feel you didn't get that. I agree with you 100% that your vehicle should not have arrived in the condition that it did. As you say, when you pay the extra money for an enclosed carrier, it should arrive in good condition. I will report this problem to our dispatch team for further investigation. Other than arriving muddy, I'm glad the vehicle arrived in time and in good condition. Thanks for giving me the opportunity - Julie Julie Kenyon