REP (Roberto E. Pena) Transport, Inc. (of Pharr, TX) accepted the shipping order for my '96 Jaguar XJS Convertible through All State Carriers for a price of $800. Here is a detailed description of what transpired:
1. The driver showed up at the pick-up location a day early. When advised that the car was not ready, he said he would return the next day. He didn't. After more phone calls, he came for the car - - 2 days later.
2. The estimated delivery date came and went - - no car, and no contact from REP. I contacted All State Carriers for an update; they in turn called REP for a status report. The next morning I got a call from the REP dispatcher advising me that the transport truck had broken down in Virginia, with my car and 8 others on it. He assured me that all was well, that the truck was "back on the road", and that my car would be delivered to me the next day (Wed., Aug. 11).
3. By 5:00 p.m. Wed., still no car. I called the dispatcher again, and was told that the repair shop was still waiting on a part for the truck - - this after he'd told me on Tuesday that all was well, and the truck was "back on the road"!
4. By 5:00 p.m. Thurs., still no car. According to the dispatcher, the driver would not be reaching me until approx. 1:00 in the morning. Since the car was supposed to be delivered to my office, I told him that was unacceptable. He then suggested I take delivery of the car at my home address instead. I initially refused; then re-thought the situation, and agreed.
5. At approx. 2:45 a.m. on Fri., the dispatcher called to tell me that the driver had arrived, and was about 2 blocks away. I left my residence and began walking toward the drop point, when I saw a car of the right description already driving toward me. I motioned the driver to my assigned parking spot, and he parked the car.
6. After polite greetings, he began fumbling with paper and pen to complete the invoice/delivery slip (#1893). I walked around the car, attempting to conduct some sort of inspection - - at 3:00 in the morning, on a car covered with bugs and dirt. After assuring myself that there were no glaring scratches, dents, etc., I paid him the balance due via money order as had been requested. He gave me the keys, and left.
7. I got in the car, started it, and flipped down the visor. Out fell a completed money order, apparently from a car delivery prior to mine! I immediately called the dispatcher and asked if he wanted me to mail it to them. He advised me that the driver was still at the drop site, and asked if I would take it to him, which I did.
8. The next morning, in daylight hours and after washing the car, it was obvious that damage had been done to the front bumper sometime during the transportation process. I immediately took photos of the large white scrape to compare to photos of the car prior to the pick up, which showed no such damage.
9. I called All State Carriers that morning and asked for direction. They were very helpful and provided me with REP's insurance information so that I could file a claim, which I did. I then got an estimate for repairs to the bumper as instructed by the insurance company representative, and forwarded that as well.
10. After a week with no further contact, I called the insurance company again and was informed that since the claim was for less than $1000, and their insured (REP) had a $500 deductible, I would have to deal directly with REP.
11. Thus began 2 weeks of repeated faxes, emails and every-other-day phone calls to REP, most of which went unanswered. Finally, after an "ultimatum" message left this morning, I got a call back this afternoon advising me that "the check is in the mail".
I'm holding out hope that all will be made right by early next week, but regardless of the outcome, I will never use this carrier again. I found them to be unresponsive, totally unprofessional, and apparently plagued with vehicle problems.
