Company Response Review Report Review
I will need an online tracking system

Chris Tsai Submitted this review about Ship a Car Direct
Review made Live: 9/1/2015 8:47:00 PM
They did a good job moving my car across the country. Both the pickup and deliver drivers are courteous and professional. The trucking company is VNS Auto Transport Inc. I will hire them anytime.

The communication with Ship A Car Direct is what I believe needs improvement. The form emails about what to pay attention and how to pay the final installment were all very helpful. The few form email from the contact person was ok, too.
But the communication was really lacking when I needed to know the simple status of pickup or deliver time - delayed or not.
The pickup driver called twice to delay the time which was ok with their scheduling and traffic situation. But he called me late in the night and 2 hours before pickup - not a day before as promised. So I was hanging there guessing (Stuck at home).
On the deliver side, I had to email and call the contact person a few times to find out it was delayed.
Unfortunately for me, the new date was a Sunday. The contact person didn't respond at all. I made 2 calls to the customer service center to get someone on the other end. The agent promised that he would track down the driver and call me back with the current status. He did not call back. The deliver driver finally called late in the night and committed to deliver the next morning. It was a very smooth and simple delivery.

If I ever need another shipping, I will check if they have an online tracking system or a very simple and honest status report system. I don't ship my car across the country very often and it's not a very expensive car. But it's my car and I need it. To have clear and honest communication about the shipping status was all I needed - delayed or not.
Shipment Details
Origin State:
Oregon
Pickup:
Late
Destination State:
Maryland
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
#451337-KI
Quote or Order Cost:
$1075

Company Response
Michael Strickland from Ship a Car Direct Submitted this response.
Response Date: 9/2/2015 4:50:00 PM
Thank you for your feedback, Chris. You are right about status updates. The auto shipping industry does not have an online, on-demand tracking system like Fed Ex, and it can be nerve-wracking waiting for updates. Some carriers are more pro-active than others about updates while en route. We are breaking new ground in the industry working to improve communication, but still rely on calls from the carrier. Sorry the fact that we were trying to get news for you but hadn't heard back wasn't clearly communicated to you. Glad you liked our pre-screened carrier, though, and that your vehicle arrived safe and smooth!