My score is really a 3.5/5
Legend Foster
Submitted this review about
AutoStar Transport Express
Review made Live: 8/5/2023 7:19:00 AM
Autostar first quoted me $1045 to ship my Nissan Sentra from San Diego to Metro Atlanta. I eagerly accepted and was placed in the care of Marie. While speaking with her over the phone she seemed somewhat indifferent, but I assumed that was just her personality and still signed on. On 7/18, I put a $195 deposit down & asked for the car to be shipped approximately 6 days later (7/24) and she told me she would get as close to that day as possible but there were no guarantees. She did, however, guarantee the car would be delivered in 3-7 days tops, which would work out well for me since I’d be back in GA to retrieve the car.
The morning of 7/24 comes and I get both an email and a phone call (another woman who wasn’t Marie) letting me know they’re still searching for carriers. I’m a little irritated they weren’t able to find one by 7/24, but I also remember that I accepted that they told me there were no guarantees on dates.
The mid morning of 7/25 arrives and I get a call from Marie saying that she found a carrier in the SD area who could pick my car up that day “sometime in the afternoon” (notice no specific time). As elated as I was, some of that happiness went away when she subsequently mentioned that the total price would increase by $100 and the shipping time would go from 3-7 days to 7-10 days. When I asked her why she said, “The price and shipping time can be altered depending on the carrier.” I get that but mention this fine print information when the client puts down the deposit and signs the contract. I desperately needed my car shipped so I reluctantly obliged.
Marie said she’d send over the new contract for my signature and repeated again that the driver would be at my house “in the afternoon”. I assumed I’d get the email within the hour but I never received anything. By an hour and a half later, I text Marie using the number she had been contacting me at to ask her a) where is the new contract for me to sign and b) what specific time will the carrier arrive to get the car so that I can adjust my schedule and be there for him to pick it up. She texts back that, “Yes but we are having trouble dispatching to this carrier, they might not take the load.” This absolutely boils my blood because not only do I feel like I’m being played with, but as the client I feel that Marie should’ve communicated this to me firsthand instead of me seeking it out from her. I couldn’t help but wonder if she was ever going to update me or just leave me waiting all day for someone who wouldn’t even show up. There were no apologies for the mixup, just another text saying, “We are looking for a different carrier. As soon as we have news we’ll call you.” I had no other choice but to tough it out.
The next morning, things started to turn around for the better. I received a call and text directly from the carrier confirming my pickup address as well as my drop off address. Marie also called and sent over the new contract. It was still going to be $100 more than what I signed a contract for, but Cecan (the carrier) guaranteed a 3 day shipping time. He arrived about an hour later, inspected the car, loaded it and headed off. To my surprise, his shipping time guaranteed proved to be the real deal. The car shipped on 7/26 and arrived on 7/28 in the same shape it left in. Cecan was a great carrier overall and I would definitely recommend him to others.
As for Autostar as a whole, I would be willing to give them another chance should I need to ship my car again. This was my first time shipping, so I was new to that world and how pricing/shipping times worked. Client Representatives should be as honest and specific about shipping times, dates, and possible price adjustments so all parties can be on the same page at all times. They should also refrain from mentioning any possible carriers to clients until they get a definitive answer, so that clients do not get their hopes up. Lastly, they should keep all communications clear and timely. I think they earned more of a 3.5/5 rather than just a 3 star.
