Company Response Review Report Review
Make sure driver can tell you where he is

charles Submitted this review about Monstar Auto Transport
Review made Live: 2/5/2007 4:38:00 PM
My Blazer was supposed to be picked up between 2-4pm on January 23. At 5pm on Jan 23 I heard from the driver saying they were still in Salinas, nearly three hours away. (I live in Morro Bay) They had to reschedule for the morning of the 24th between 1030- 1130 am. At 1030 I called and they were still in Salinas. At 1115 i received a call saying a driver was an hour away. At 1230 I talked to the driver and he could not or would not give me his location on the 101. But he said he was two hours away. At 130 i talked to the driver who still didn't know where he was. At 230pm i talked to the driver who still could not tell me where he was, but said he was still over an hour away. I had told them that 2pm was the latest I could be there on the 24th. The company then felt they were entitled to a $50 dollar rescheduling fee from me. I told them that it wasn't my fault so I would not be paying that fee. I also asked to be rescheduled with a competent transport company.

I was then scheduled for shipping with Pioneer auto transport. This company was far more professional and kept me informed of the status of the driver and came on the day scheduled about an hour after they had first scheduled. However as soon as the delay was apparrent they called me and said he would be there soon. The trailer was too narrow for my truck, so unfortunately we had to reschedule for a larger trailer. This however was an easy process and they were able to meet me with the truck a few days later. The truck was delivered the next afternoon.

I'm not sure how much of the problems I went through with having a vehicle shipped are common in the transport industry, but the second company I dealt with (both brokered by Monstar) were very professional and helpful.
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
charles
Quote or Order Cost:
$300

Company Response
Letty Pena from Monstar Auto Transport Submitted this response.
Response Date: 2/6/2007 1:29:00 PM
Hello Charles, first I would like to thank you for placing your order with us. Your vehicle was scheduled for pick up between 23-24, we never give exact days and times, we give estimated days because these drivers are on the road driving long distance and it is almost impossible to give exact time of arrival, but we are always in constant communication with our customers to keep them informed of the transit status. He did contact you and said he would pick up vehicle on 24th because he could not make it on the 23rd and gave an estimated time between 12-4pm, he was never notified that you had to leave by 2, untill he was in transit. The driver was 20 minutes away from your area, already burned fuel for driving over 2 hours and you told him that the car was dead and you had to go, knowing there is a $150 inop fee. It was 2:30pm and he called us when he was already in your area, and we had to let him know that you wanted to reschedule. We had to send a check to him for $30 to comp for the fuel that was burned. It states on the terms and conditions that there was a resceduling fee, and we still waved it for you and rescheduled a pick-up. The second time, the vehicle was running. Pioneer picked up and did a great job. If you had told us from the beginning about the car not running, we would of worked something out with you. We are in the business of giving 100% to all our customers, no matter the situation. Many Blessings :) Letty