Unresponsive customer service during critical moments
Carla
Submitted this review about
Sonic Auto Transportation
Review made Live: 11/12/2025 11:10:00 AM
I rarely leave reviews, but after my experience with Sonic Auto Transportation, I felt it was necessary to share — especially for anyone considering using this company to ship their vehicle.
Unfortunately, my overall experience was very disappointing. The primary issue was a complete lack of communication and follow-through from their customer service team on the day of pick-up. Once the agreement was signed, there was no proactive contact or update regarding the pickup status of my vehicle. When the assigned driver canceled — which does happen in this industry — no one from Sonic took the time to call or even send a quick message to let me know. I had to do all the follow-up myself, calling multiple times, only to be met with silence or vague responses.
What’s especially concerning is that this isn’t an isolated case. After reviewing the company’s Better Business Bureau (BBB) page, I noticed a pattern in many of the negative reviews: customers experienced similar issues, and the company’s responses were nearly identical each time — essentially stating that they’re “just the middleman” and that the driver is the one responsible. That explanation, to me, feels like a cop-out. When a customer books through Sonic, the only people we actually communicate with are Sonic’s representatives. Therefore, the responsibility for coordination, updates, and communication should rest with them — not passed off to someone else once things go wrong.
While I did see plenty of positive reviews, I can only speak from my personal experience — and it mirrored many of the negative ones. The lack of follow-through after the agreement was signed, the absence of updates, and the failure to return calls when problems arose all point to a major gap in their customer service process.
At the very least, if a driver cancels or circumstances change, the courteous and professional thing to do would be to inform the customer and assure them that another driver is being arranged. This service is not free, and customers deserve clear, respectful communication.
Lastly, I now understand why Sonic’s quote was lower than many others. The lower price may seem appealing at first, but the level of service and accountability does not match the expectations of a professional auto transport company.
In summary:
*No proactive updates about pickup or delivery.
*No communication when the driver canceled.
*Poor accountability when issues arise.
*Unresponsive customer service during critical moments.
For these reasons, I would not recommend Sonic Auto Transportation. Sometimes, paying a little more with a company that values communication and reliability is worth every penny.
