Ratings Did Not Match Up With My Experience
Mike
Submitted this review about
Auto Shipping Group LLC
Review made Live: 11/23/2019 5:53:00 PM
On Monday November 18th, I spoke with Travis at Auto Shipping Group to set up transport for a vehicle I was shipping from Bemidji, MN to central North Dakota. When we spoke, I clarified that the pick up window requested by the seller was Thursday the 21st of November through Saturday the 23rd of November (the date of this review). He upsold me on an $84 "expedited shipping fee" on top of my transport estimate to assure that the window stated above would be "no problem at all," something he reiterated multiple times. He told me I'd hear back from him by Wednesday the 20th, or from the driver, which is when I'd get one assigned due to the expedited fee. I took him at his word and approved the expedited fee, gave my credit card info and pre-authorized the deposit to be charged upon assigning a driver.
After hearing nothing by Wednesday at the time indicated, I sent an e-mail, which received no response. I waited and left a voice mail on his direct line. No response. This was setting the pattern for the rest of our interaction. Instead of keeping me updated, or notifying me of their attempts to get a driver, he simply opted to not contact me and keep in the dark. I would prefer getting a follow up with no good news than be stuck guessing, or have to be the one to initiate contact. After he failed to follow up to my e-mail or voicemails, I called the main line to explain the situation and voice my frustration. The gentleman who answered said he'd have him get back to me. Which he did, after his co-worker's prompting.
When Travis spoke to me he told me he would reach me the next day at a specific time, but never followed through. I called twice an hour after the promised time, but could not reach him. Frustrated, and getting no updates, I called the main line and got a different individual. Again, I explained the situation and my frustration at a lack of follow-through by Travis. He offered to transfer me to his manager, Kimberly, which I gratefully accepted. I explained what was going on and that Travis was not following up with me as promised and I was getting no progress within the window I paid expedited shipping for. She took his side, and defended him by saying that the times he promised to reach me weren't times he was schedule to be available. She then offered to forward him a note letting him know I reached out and again attempt to get dispatch to find a driver. I thanked her for her time and explained the owners wanted me to figure something out soon. I was told he would call me at 11am CST when he came in.
He never called me. So I left a voicemail, explaining my frustration at the lack of contact and answers on the status of my transport. He finally called me back at 1:40PM CST, asking me to be patient. I said I would, but I needed him to keep me posted and call me back. He said he'd contact me Saturday by 1PM CST.
What happened? No call.
I got tired of waiting and called him at 1:59PM CST, explaining yet again, my frustration at a complete lack of follow-through or call backs as promised. I told him at this point, I'd have to check with the owners to see if they'd hold the vehicle beyond the transport pick-up window which was due to close today and I'd let him know how we'd proceed. Well, I reached out to the owners who were as frustrated and disappointed as I was. I apologized for the trouble and explained how this had been an absolute mess. I had pre-purchased the vehicle though a secure escrow service and wire from my bank resulting in fees of $117.50 that I'll be out on due to the failed pick-up at the appointed time.
I sent Travis an e-mail, because he has a poor record of answering my calls. I explained the circumstances and told him if we can't get it picked up by the end of the agreed window today, "assured" by the expedited fees, then I wanted the transport order canceled, my credit card information taken off file, and would like compensation for my lost fees due to their failure to deliver on their promises. As a response, I got a notification of order cancellation from Travis 20 minutes later. The window still hadn't completely lapsed, but they cut me loose because I was insisting they stick to their promises made. Funny enough, I was actually relieved to get such a uncharacteristically fast response from Travis and the knowledge I'll never have to deal with him or Auto Shipping Group ever again.
I included so many details to ensure I was being fair to AGS by accurately representing my experience. I'd also like to clarify that AGS wasn't one of the "dirt cheap, cut-rate" quotes I got. I didn't base my decision on cost, and their quote came in the middle to middle-upper end of the pack. Anyway, here's the moral of the story. Choose AGS if you don't mind a complete lack of follow-through, empty promises and assurances that leave you without a car, frustration and a desire to babysit your coordinator. Absolutely not worth the hassle. At this point, I'm in the cold, but may consider local owner-operator carriers because this was a negative, stressful experience, a waste of a week of my life and a complete disappointment.
