This transport company isn’t a direct car carrier but a broker. I can start off by saying I looked into shipping companies a month prior to moving and found several companies who all gave similar price quotes on similar services, so I chose according to Consumer Affair reviews and what the BBB had on their website. I found this transporter based on their BBB rating and figured I'd give them a try even though I didn't like the idea that they outsourced their transporters.
I’ve never experienced worse communication or information exchange with a business in my life. This stress was added on top of the anxiety I already had felt from moving across the country by myself. They also chose to heighten the cost of their services at the very end- leaving me well, screwed.
Perhaps one of the only good things, was that the drivers were very pleasant and nice when they actually made it to the drop off/pick up although their communication wasn’t the greatest. Fortunately, in the end, they were also able to help me file a claim through their insurance agent for the damages that occurred to my vehicle while it was in their care. Thankfully.
Here’s a little further insight detailing my experience… The auto transport brokers at Number 1 Auto Transport were very nice and sent several emails on what to expect up until my ship date got closer, then I heard nothing which immediately raised my concern. My ship date was a Monday and I had called them the week before since I still hadn't heard anything. They continued reassuring me that everything was fine and that they normally don't assign a transporter until 2-3 days before the ship date and that I didn't need to worry. Of course, I was going to worry since I was moving to another part of the country all by myself and needed a vehicle there.
So the Friday before that Monday, I still didn't hear anything by late afternoon so I give them a call again before they close and ask them what's going on cause I'm hopping a flight in a few days and still heard nothing from them about my car being picked up. They said I was on the top of their priority list and they will find someone to arrive on Monday. They then called me back in less than an hour with a carrier who was $115 more than the price they initially quoted me. When I questioned that, they stated that it is because of the time of the year and because my move is in less than a few days. Feeling like I got screwed cause I didn't make any other arrangements, I didn't have a choice but to accept the higher price to get things started right away.
Communication overall for the pickup and drop off was probably the worst I ever experienced. I was assured someone would call me 24-48 hrs prior to pick up to make the following arrangements with me. I called multiple times starting on Saturday to Monday. Finally, by Tuesday morning, I was able to speak with someone who told me they were going to pick up my car at noon that day. Although more notice would’ve been ideal, what was I to do? Pick up went along smoothly. They picked up on Tuesday, May 15 and delivered by Monday, May 22. I must admit the turnaround time was pretty quick. Drop off communication was awful, I was told I was supposed to get 24-48 hr notice for drop off, which would be nice so I could have made sure I was there instead of sending my other over to deal with it.
Reason of review: Poor customer service.
Monetary Loss: $1200.
Preferred solution: Full refund.