Overall, Great Broker - Assigned Transport Company Ok
Alison
Submitted this review about
Ship a Car Direct
Review made Live: 7/9/2017 8:33:00 AM
Overall, the Ship Direct team was responsive, quick to answer questions and reach out to the transport company when I encountered problems, even during their out-of-office days, which was great. I'd consider using again but would want status updates and vendor assurance.
The automated emails are little too much. After a while, they became confusing and being in the middle of a cross-country move, it was hard to keep up. I prefer fewer automated emails with more comprehensive info rather than in piecemeal with subject lines that clarify email content. I did like that I had multiple people to reach out to, but at times it did become confusing as to which broker rep I contacted for what. But again, I did appreciate that everyone was hands on deck!
Admittedly, I was a bit concerned about how they worked with the actual transport company as it seems like they're vendors they don't necessarily typically work with. I could be wrong, but that was the sense I received with the transport company I was given. Also, while my reps were willing to contact the transport company on my behalf, I had received an email whereby they gave me the company's info for me to reach out. I wasn't clear what the protocol was, who contacts who, so I did at times reach out directly to the transport company. It would have been helpful to know protocol in advance.
The car transport company that was assigned to me, from a customer service perspective, was friendly and responsive - the drivers and the office. They were flexible with adjusting my pick-up date, but didn't communicate it internally. Fortunately, when they called the night before to give me the window of time, we were able to get on the same page.
Their trucks both on pick-up and in transport, had mechanical issues and were late. While on its way to me on pick-up, the flat bed had two flat tires. Luckily the driver was only 2 hours late. On delivery, they were two days late. I had to call to find out status and when they did, the transport company couldn't explain the reason for this (I was on a timeline). I contacted Ship Direct who found out the truck had mechanical issues at the onset which set them back schedule-wise. I would suggest that those types of status updates be communicated when they happen. Even if there are no hiccups, a status update mid-way should be given so we know things are safe and sound an on schedule.
Ship Direct followed up to find out how delivery was, but the person who reached out clearly hadn't been in touch with the transport company b/c my car hadn't been delivered to me yet. I was the one to inform the rep. He then reached out to the transport company to get an update, but at that point, I had already known the info he was trying to get.
On delivery, outside of car seemed fine. But interior front side was dirty - grease on both driver and a little on the passenger side. I've reached out to Ship Direct to let them know. I'm hoping detailing will get what looks like may be a stain on the fabric.
Overall, I did like Ship Direct. Everyone was extremely nice, professional and available, which is huge. In paying a broker fee, the communications I noted above I would have anticipated to come from them. If I do this again and work with Ship Direct, I'll want further reassurance in the transport company that gets assigned to me.
