Company Response Review Report Review
Horrible customer service

kevin Submitted this review about Passport Transport
Review made Live: 8/23/2011 8:42:00 PM
I contracted with Passport to bring my 1966 Impala to So. Cal. from Oregon, initially, the dialogue i had with the rep was awesome. Seemed knowledgeable straight forward and genuine. Gave me a price, a ten day pick-up window and got a confirmation right to me outlining everything. So Far, so good. I follow up with their dispatch office toward the end of the window and got a verbal confirmation that, in fact, they would be picking up the car that weekend. " The team was picking up 5 from an auction In Northern California and going straight to Oregon to pick up my car". all good right? I called the person in Oregon and he had been contacted by the driver and while he had been routed to Idaho, he said that he would be there Monday (last day of the 10 day window) night late or first thing Tuesday morning... It goes straight downhill from here. I get a call from the shipping address at 10:45 p.m. Monday night asking if i had heard from Passport, I tell him no, he said he coundn't wait up any longer but that he would stay home from work ( he is an attorney ) to accomodate Passport. I e-mail the dispatch office at Passport alerting them of the no cal no show, and the individual I booked the order with tells me "something came up" response from the stupid paying customer flip chart, and they had to send the truck elsewhere, and that it wouldn't be picked up until the end of the week now, maybe. After a man waits up for a no show driver that was confirmed By Passport.. TWICE. Absolutly No regard for anybodys time whatsoever. No call when the pick up was was missed, nothing, and no apology from Passport either. A big middle finger. Unimpressed with the company, its employees and any opportunity I get to share my story, I am more than happy to do so. I have been in transportation and logistics all my life and I have never seen a more poorly run trucking company.
Shipment Details
Origin State:
Oregon
Pickup:
Never
Destination State:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
25018
Quote or Order Cost:
$1176

Company Response
Neil from Passport Transport Submitted this response.
Response Date: 9/20/2011 7:46:00 PM
Kevin, Thanks for the positive comments at the beginning of your feedback. I assure you that this no "middle finger" and that we value your time and that of the shipper. There was indeed a communication break-down on the pick-up and since you've been inlogistics "all your life" I'm quite sure that you've run into other less than perfect experiences. Ther are occassions when other customers surprise us with a car that is bigeer than expected, or are not at pick-up location as discussed. We do offer gurantees on pick-up and delivery, but the service that you ordered was a window. We offer 24/7 assistance through on-call personnel and were not alerted that there was a problem with this pick-up until after tht fact. we are always willing to work with our customers and try to be as flexible as possible in accomodating pick-up and delivery requests.