Company Response Review Report Review
Beware

Rick Jensen Submitted this review about Passport Transport
Review made Live: 8/11/2011 11:19:00 AM
I contracted with Passport Transport to transport my vehicle from Georgia to South Dakota. I heard three different dates on estimated time of arrival, ranging from two to three weeks. The official one in the email was about two weeks. I paid the full amount up front (a big mistake). I called several times during the three week period to get updates, they were having trouble scheduling a pick up because I was off the beaten path. I can understand that.

At the three week mark, I called and they still did not have a pick up date. I told them that I was going to start looking for another carrier. Within 5 days I had another carrier that would pick up the vehicle within the week. I called Passport Transport one last time to give them the option of picking it up, they still could not give me a pick up date. At that point I canceled the order. (Passport Transport disputes that I canceled the order. I do have phone records showing that I was connected to their number for 6 minutes on the date that I canceled.) The sales representative stated that he did not know how to cancel an order but would get that done. I thought all was taken care of and my refund would be forth coming.

A week later I received a call stating that the carrier had showed up to pick up the vehicle (no one bothered to call me and let me know this was happening) and taht there was no vehicle. They stated that I owed them $350 failed pick up fee. I immediately called them and after a lengthy conversation, Ed Watts stated that they would refund all of my money. It took a week, but I received all of my money except $350. I called back and Ed stated that he would look into it. Another week went by and I emailed Ed and again he stated that he would look into it. Another week went by and no refund. I filed a complaint with the Better Busines Bureau in Missouri. After three weeks Passport Transport has failed to respond to that complaint.

If you have had a wonderful experience with Passport Transport, then good for you. I have had nothing but frustration. I only warn you to think twice before contracting with Passport Transport.
Shipment Details
Origin State:
Georgia
Pickup:
Never
Destination State:
South Dakota
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
23215
Quote or Order Cost:
$1600

Company Response
Neil from Passport Transport Submitted this response.
Response Date: 8/30/2011 11:37:00 AM
This was a difficult move (Georgia to South Dakota) and it did take longer than expected to get the car scheduled for pick up and routed to South Dakota. We did our best to communicate the progress with the customer and did not receive any type of cancellation notice. We are staffed 24/7 and also respond via E-Mail. We routed a truck to pick up the car and a $350 attempted pick-up fee was charged due to the customer not cancelling the order.