Company Response Review Report Review
Terrible Customer Service, Delayed Delivery, Damage to Vehicle

Bridget M. Submitted this review about Truck It Transport Inc.
Review made Live: 5/6/2014 1:27:00 PM
I would never recommend anyone use this service. This was the third time I was shipping a car across the country and my first time using Truck It. I understand the process takes time and delivery times can fluctuate but this was by far the worst experience not because it took over a week longer than estimated but because there was no communication and terrible customer service from the carrier and Truck It.
I paid the additional fee to guarantee pickup. I did not hear from Truck It or the carrier so I called on the first date the car was available. I got a phone call from the driver, he estimated pick-up within an hour but didn't show up for over 5 hours. My car was only 6 months old and had less than 3,000 miles. The driver marked up the bill of lading for every shadow, when we pushed back on some he said "oh you just can't see it from the angle that you are at. If you look this way, you can see there is a mark."
The estimated delivery date was April 24. There was no communication so I called ATA Express on the delivery date. I was informed the truck had broken down and it would be another 4-5 days. They were not planning on letting me know that the delivery window changed if I didn't call. We called daily for updates but they said they could not give me an updated delivery estimate because they couldn't get in touch with the driver. 6 days after the original delivery date estimate, we were told the truck broke down again so it would be another 4-5 days. We called Truck It but they was reluctant to get involved because they had "already agreed on price to the carrier and could not go back on their agreement" but they didn't seem to care about their agreement with us the customer. They finally conceded to a $50 refund (despite the $100 extra paid for time guarantee). However, when the driver finally delivered the car 17 days after it was picked up, he was not informed of the price change and the office was not open due to being late Friday afternoon in CA.
After all of this, there are three deep scratches on my front bumper that were not there before I shipped but due to the bill of lading mark up, it doesn't look like I will be able to do anything about the damage.
I will go out of my way to ensure others do not go through the same experience.
Shipment Details
Origin State:
New Jersey
Pickup:
On Time
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1340
Quote or Order Cost:
$1340

Car Condition
  • Vehicle was damaged
Company Response
Chris Cooper from Truck It Transport Inc. Submitted this response.
Response Date: 5/21/2014 7:40:00 AM
I am sorry you had issues with this driver. We wish all carriers we assign have excellent communication as us. 90% of carriers today are owner operators, which means they dont have a customer service dept. We wish all drivers could do be more professional but sometimes that is not the case.