Review Report Review
Vehicle Transportation Review

LC Submitted this review about Passport Transport
Review made Live: 10/31/2013 12:47:00 PM
The Good:

1. The driver was knowledgeable and cared a great deal for the protection of my vehicle.
2. Ken, the person who took the order was polite and tried to accommodate my time lines.
3. The truck was set up to handle high-end vehicles that have low clearance and was in good condition
4. They placed my vehicle in the top-front and did not move it off of the truck until it reached its destination
5. The price was consistent with other high-end vehicle carriers.
6. GPS tracking of the truck was provided, but access to it expired before the truck got there because it was late.
7. The driver provided his contact information and openly suggested that I call him if I had any questions.
8. The vehicle was delivered safely


The Bad:

1. They promised to pick the vehicle up early in the date range (7-8th) and did not pick it up until the 17th with no explanation or communication unless I called them.
2. Once the order was taken, the company's point of contact is blind to the shipment schedule, so you cannot get any information to plan for the pick up
3. Customer is not allowed to speak to dispatch to find out what is going on, so you have no way to plan for the pick up (it is a black hole)
4. I had to keep calling to find out why it had not been picked up during the agreed upon date range
5. I was supposed to be notified 1 day before pick up, and was called 1 hour before. I adjusted my schedule to be there and then the driver decided to wait until the next morning.
6. The driver maxed out on his hours mid-trip and decided to stay in Denver from Sunday through Wednesday without any notification that the delivery would be delayed by 2 days. (I needed to notify the receiving party who was scheduled to start working on the vehicle on Thurs, but we had no idea that it wasn't going to get there until Friday)
7. I had to call to find out why the truck wasn't moving, and what had happened.
8. The point of contact in the company could not reach the driver either to find out when he would deliver the vehicle
9. The vehicle was delivered on Friday the 25th, two days later than we were told.

The most important thing is that the vehicle got there undamaged. All of my difficulty could be eliminated by open communication with the customer and better organization. Certainly the driver should know where he is on his log, so that he can add the required down time into the schedule when he tells the customer when the delivery will occur. Seeing the trucks location via GPS is a double-edged sword because you are comfortable that your vehicle is on the move, but it also creates questions when you see that it is impossible for the truck to deliver on time and no one has let you know when it will arrive. I guess there is a general feeling that "We will pick your vehicle up when we get there, and we will deliver it when we get there. Learn to deal with that," which is not the greatest customer service.
Shipment Details
Origin State:
Pennsylvania
Pickup:
Late
Destination State:
Washington
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
40312
Quote or Order Cost:
$2557