Company Response Review Report Review
WORST EXPERIENCE, HORRIBLE CUSTOMER SERVICE

TERRY YASUTAKE Submitted this review about Classic Auto Express LLC
Review made Live: 5/8/2010 12:32:00 PM
IF YOU ARE LOOKING FOR PRICE, CLASSIC AUTO EXPRESS WAS THE CHEAPEST THAT I WAS ABLE TO FIND FOR AN ENCLOSED TRANSPORT. IF YOU ARE LOOKING FOR CUSTOMER SERVICE, THEN RUN FOR THE HILLS. TAKE IT FROM ME, EXPECT YOURSELF TO WORK IF YOU WANT QUESTIONS ANSWERED. EXPECT TO CALL BACK MANY TIMES. EXPECT TO NOT GET YOUR CALLS RETURNED. THE ONLY TIME THEY ACTUALLY CALLED ME BACK PROMPTLY WAS PRIOR TO HOOKING ME. CLASSIC AUTO EXPRESS WAS RECOMMENDED TO ME BY A RELATIVE OF MINE WHO WORKS FOR A SHIPPING COMPANY ON THE WEST COAST. BEING A REFERRAL, I FIGURED NO PROBLEMS, NO WORRIES. WRONG!!! WHEN I PLACED MY ORDER, RINA WAS THE PERSON WHO PROCESSED IT. SHE TOLD ME THE CAR WILL BE PICKED UP TOMORROW, FRIDAY, APRIL 23RD. AWESOME!!!! THE SELLER TAKES FRIDAY OFF AND LATER FINDS OUT THE CAR WILL NOT BE PICKED UP UNTIL SATURDAY, APRIL 24TH IN THE AFTERNOON. SELLER IS UPSET FOR HAVING TO TAKE OFF WORK WHEN HE DIDN'T HAVE TO. THE SELLER AND I FIND OUT FROM RINA THAT IT WAS A MISTAKE ON HER PART. LOVELY!! IT GETS BETTER. WE ARE THEN TOLD BY RINA AND THE TRANSPORT COMPANY THAT THE CAR WILL BE PICKED UP ON SATURDAY AFTERNOON FOR SURE. SELLER WAITS AROUND ALL DAY AND PRACTICALLY ALL NIGHT FOR THE TRANSPORT COMPANY TO ARRIVE. SELLER IS UPSET AGAIN. THE CAR ENDS UP GETTING PICKED UP AT 11:00PM ON SATURDAY, APRIL 24TH. DURING ALL OF THIS, THERE IS NO COMMUNICATION FROM NEITHER THE BROKER OR THE TRANSPORT COMPANY LETTING US KNOW WHAT IS GOING ON. THE SELLER AND I WERE THE ONES MAKING THE CALLS TO FIND OUT WHAT WAS GOING ON. BY THAT TIME, I WAS EXTREMELY UPSET. THE ICING ON THE CAKE WAS WHEN I FINALLY GOT A HOLD OF THE DRIVER. I ASKED HIM WHY DIDN'T YOU CALL ME TO AT LEAST LET ME KNOW WHAT WAS GOING ON AND THAT EVERYTHING WAS OK. HIS ANSWER TO ME WAS, " I DON'T NEED TO CALL YOU." THAT WAS A REAL SLAP IN THE FACE SAYING IT TO THE PERSON WHO IS GOING TO PAY HIM. AFTER THAT STATEMENT, I CALLED AND LEFT A MESSAGE W/ CLASSIC AUTO EXPRESS AND EMAILED RINA. IN THE EMAIL, I EXPLAINED WHAT HAD HAPPENDED AND EXPRESSED HOW UNHAPPY I WAS. I ASKED HER TO CALL ME ON MONDAY MORNING TO DISCUSS THIS. WHEN MONDAY CAME AROUND, NO PHONE CALL BACK OR EMAIL. THE NEXT DAY, I CALL AND TALK TO CAROL, THE OFFICE MANAGER. I EXPLAIN TO HER THE SITUATION HOPING THAT THINGS WOULD GET BETTER. WRONG!!! FROM TUESDAY TO THURSDAY, ALL I GOT WAS THE RUN AROUND. I CALL AND THEY TELL ME CAROL IS ON TH OTHER LINE AND SHE WILL CALL YOU BACK. NO PHONE CALL BACK. I CALL AND THEY TELL ME CAROL WAS SO BUSY WITH EVERYTHING THAT SHE DIDN'T HAVE A CHANCE TO CALL YOU. EXCUSE AFTER EXCUSE AFTER EXCUSE. BY THURSDAY, I TALKED TO LADY NAMED NANCY. THE BEST PERSON OVER THERE. SHE WAS UNABLE TO HELP ME DUE THE FACT BEING HER FIRST WEEK ON THE JOB, HOWEVER SHE WAS THE ONLY PERSON OVER THERE THAT ACTUALLY CALLED ME BACK WHEN SHE SAID SHE WOULD. NANCY, KEEP UP THE GOOD WORK. KEEPING YOUR WORD REALLY GOES A LONG WAY... IN THE END, WHAT CAROL HAD LEAD ME TO BELIEVE THAT THE OWNER WOULD SOME HOW, SOME WAY MAKE THINGS RIGHT AND POSSIBLY DISCOUNT THE TRANSPORT RATE WAS A BUNCH OF HOT AIR.. WHEN I SPOKE TO CAROL ON FRIDAY, ALL SHE COULD SAY WAS, "I'M SORRY BUT TIM CAN'T DO ANYTHING ABOUT IT. I'M JUST THE PERSON RELAYING THE MESSAGE." AT THAT POINT, THERE WAS NOTHING MORE TO SAY. THROUGH ALL OF THIS, THE CAR ENDED UP ARRIVING IN ONE PIECE AND BEAUTIFUL AS EVER. AS FOR CLASSIC AUTO EXPRESS, GOOD LUCK!! NANCY, YOU'RE AWESOME!!!
Shipment Details
Origin State:
Michigan
Pickup:
Late
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
546918
Quote or Order Cost:
$1180

Car Condition
  • Vehicle was dirty
Company Response
Tim Wagnon from Classic Auto Express LLC Submitted this response.
Response Date: 5/11/2010 4:10:00 PM
Terry, As I read through your abnormally unethical bogus statement of the events that lead to your discouragement of our customer service, I find myself appalled that you would issue such blantant un-assumptive remarks. Not only did you phone 5-6 times a day every call was indeed answered by myself or Sherina promptly. Your request for compensation for the supposed "lateness" of the driver was handled as asked by Carolyn, she did call Lou/carrier and he said no compensation, he was within his contract assignment. Every carrier company will inform anyone anytime that time is not measured in minutes its measured in traffic, road construction and delays with other clients loading vehicles on the carrier, but not good enough for a hard headed individual that wanted a free ride. Just for other customers reading through this un-justified fabricated statement Terry left us, there is always one person in our lifetime that only wants to hear what they want to hear not what is communicated to them. Understand that we did everything on the up & up, as did Lou with the carrier company. Lou was within his contract guidelines as stated in every contract and Classic Auto was also following our guidelines. Simply, Carolyn