Auto Transport Service Reviews

Auto Transport Review 1

I did a ton of research before I shipped my vehicle. The one and only reason I chose Express Auto Transport was these reviews. Reviewers praised the company and the service. After contacting the company, I felt that the customer service lived up to the reviews I read. To make a very long story short(er) though, let me tell you my first hand experience with Express Auto Transport:

1. If you read the contract, in no way shape or form do they promise any delivery time frame. That is why they are slightly cheaper I think. I was told "we try", "typically" and "usually" that it takes about 1-2 weeks. Well it took them 25 days to be exact! If at first I knew it was going to take that long I would have planned accordingly but we had just moved to a new location and had no transportation (had to rent a car). They picked it up at the origin much later than promised (at 11:30pm on a Saturday night no less) and dropped it off even later! The problem was that they have you right where they want you. When I threatened to stop payment while the vehicle was on its way he just threatened to leave the car right on the side of the road wherever.

2. Also, in the contract, in no way shape or form do they commit themselves to using their own trucks. In their defense, 90% of my vehicles trip was shipped on their truck but the pickup and delivery is done by third parties. Not a big deal, but noteworthy. Every time the vehicle is loaded/unloaded, there is risk of something bad happening.

3. Excuse after excuse. "The truck broke down" (twice) was the most popular. I called day after day and got different excuses every time.

4. MOST IMPORTANTLY, all of this could have been resolved with a phone call from them to me explaining the situation. Over the course of the entire ordeal, the only time they contacted me was a day after I faxed my contract to verify the billing info, when they were 1 hour away from picking up the vehicle at the origin and when the truck driver was broken down in Arizona (no where near the final destination). I still am convinced that if I wasn't so persistent, they would still have my vehicle.

On a positive side, the truck driver who delivered the car was very sincere and apologetic (he acted like my experience was the exception and not the norm) and the customer service for the most part was very friendly when I called them. And looking back on it, the vehicle did arrive in perfect shape.

They agreed to reimburse me slightly for a rental car for the days that they were late but after about 5 more phone calls, and 10 days of waiting, no credit has appeared on my card and of course, no one on Express Auto's end has contacted me!

I am generally one to praise good service in a fair and reasonable manner, but having experience in business myself, they could have done more, a lot more to make this customer satisfied. Sorry to be the bad apple in the bunch but my mom always said "Speak up when something isn't right!"

Auto Tranport Review 2

Like the previous reviewer, I chose Express Auto Transporter because of the great epinion reviews they've had. I am not sure what went wrong but the service I received is nothing close to the exceptional reviews described here. Express Auto transporter was certainly not the cheapest auto transporter but I thought it would be worth it since it's reliable. I've found the service to be sloppy, unprofessional, and unreliable, The company does not follow up on your order and does not call you to inform you when your car will be picked up until last minute. The driver is unprofessional. After calling me 10 times at 7:30am for directions, he still got lost and I had to drive my car to meet him somewhere and take a cab back. So much for door to door service (at least he paid for the cab fare). My car is estimated to be at the destination by now but it's still "in transport" after 13 days for a cross country move. I had to call Express Auto several times about my car's transport status and all they said is that "they left a message for the driver." How unprofessional and unreliable! Eventually, I found an invoice for my car given to me by the actual carrier and had to contact them many times myself to figure out what is wrong with my car. It turns out that Express Auto is just a transport broker and they use various auto transporters to perform the service and have no way to track your way timely for you.

It took them 19 days to transport my car from SF to Washington DC due to poor planning. That is beyond their 10-14 days window. In my opinion, they do not provide "express" service as they claim and Express Auto does not take responsibility for tracking their transport. I certainly didn't have a piece of mind for the last few days because no one can tell me what's going on with my car.

Bottom line: don't overpay for this unprofessional service! It's fine to pay for quality, trustworthy service
which Express Auto is not.