Ship a Car Direct

Our sincere apologies for the delays and any confusion. The Christmas holiday season is hands down the most frustrating time to ship a car, as you are finding out, because so many drivers take time off, creating a backlog of orders. I must also apologize for your confusion around your email from...

Jason; that email was a system generated auto email that goes out only if we get beyond 5 days from your first available pick up date, it was not sent manually by Jason. It's a failsafe that I, as the owner, put in place to make sure that you and my salesperson are in clear problem solving mode at that point, because under normal circumstances if you get that far beyond your first available pick up date, it is a serious problem that needs to be addressed. In this case, the Holiday put us in a situation that was a bit beyond our control, but we were able to find a carrier that was active through the holiday, even though they, unfortunately, charged a higher rate that we were anticipating. We therefore waived our fee and performed our service for free on this one.

I'm not really sure how to start here. I normally start with a sincere apology, but if I were to offer it here, it would not be sincere, unfortunately. To address your question about our hours and phone support, we have our US agents working across 3 different time zones here in the US. Some are in...

CA, some in CO and some in NY. [redacted] just happens to be in CO. However, in implementing 24/7 live support to make sure that you get a human being rather than voicemail, I ask them to be available exactly as that sounds. 24 hours a day, 7 days a week. If [redacted] is unable to take your call because she on the phone with another customer, has stepped away to use the restroom or is in fact done working for the day, there will be a kind, compassionate human being there to answer your call and address your concerns. And yes, they may be sitting in a cubicle somewhere in India, Pakistan, The Phillipines, etc (more on the EXTREME irony of your issues with that to follow).As for your particular issue, everything on our end was good with the exception of one problem - your credit card was declined.This was communicated to you politely, immediately and by everyone you spoke with. My team offered you a simple solution. You were immediately sent a secure link to solve the problem.You chose instead to call my staff 'is' over the phone and began to use racial slurs. Racial slurs that I didn't even know or understand what they meant until they were explained to me as being racial slurs about Indian people and their culture.Now, if I've coddled my staff in any form, it has been to empower them with the knowledge that even though they are paid very nicely, NO job pays well enough to justify their taking unwarranted verbal abuse from a customer. Especially when it's over something as trivial as a car move. They are instructed to be polite, but to cancel any orders/quotes/inquiries from that person immediately and ask that person not to contact our office any further.SO, I'm happy to hear that you have found a company that likes being treated the way you like to treat people and I hope you have a long and successful relationship. You are, however, not to call my offices nor speak to my staff the way you choose to speak to them. Had your credit card company extended a credit of 225 on your behalf then perhaps we wouldn't be having this online discussion (and I'd certainly refund every penny of it), but for whatever reason, they did not feel comfortable with that. Perhaps you made similar remarks to their call center help. Who knows.The irony of ironies is that your name (which I will be polite enough not to share here) is not the "Americanized Version" which you choose to use on your negative review profiles, but is actually of Indian origin.Baffles me.I will post this same response to the various social media sites where you have chosen to exert your will and allow the court of public opinion to decide who they think is coddled and who is not.

Sticking to the transaction at hand, we've already uploaded proof of the decline. If you have the proof you allege, please upload it and we will be happy to look into it. As for the claim that you received no emails, we have uploaded proof of delivery of each and every one, showing not only your receipt of them, but that they were opened multiple times. As for all the other nonsense, I'm just glad these complaints are veiweable to the public, because I think your responses show your true carrier. I will apologize only after you apologize frst to my staff and also take some accountability for the fact that this entire drama could have been avoided if you simply had a valid credit card ready. Great carrier, fast service and $300 less for your husband's company, who hopefully employs at LEAST as many Americans as we do.

Every shipment is based on the availability of the carriers that are hauling the vehicles. We try our best to accommodate the customer's dates, but we can not guarantee pick up by a certain date. We have since set him up with a carrier for his vehicle and it is currently being shipped. We are...

monitoring the shipment to make sure that the rest of the trip goes smoothly and follow up on delivery to make sure that the customer is satisfied with the shipment. We have also refunded our fee to the customer since he was not satisfied with our service up to this point.

Hi [redacted], We are using the same response for all of the reviews that were copied and pasted to different sites. We apologize for the experience you have had  and have since refunded your fee towards your damage claim. Since filing the claim with us on 3/13/17 at 7:21pm EST you went ahead and...

posted reviews on every site you could find without giving us 24 hours to look into and respond to your claim. We have tried to call you yesterday and today and we have not heard back yet. If you just want to vent and post bad reviews that is fine, but if you would like to resolve this please give us a call back so we can help walk you through the claims process. We have already refunded our fee to you, if you would like further reimbursement towards the damage, we can help you through the same damage claim process that everyone else needs to go through. Please reach out to us if you would like our help in getting this issue resolved. Thanks

Apologies for being so blunt, but his whole story is a bunch of Mularkey and this complaint should be thrown out. Our carriers spoke perfectly understandable English and had all the directives and paperwork necessary to pick up the vehicle in their possession - the only problem was that THE VEHICLE...

WASN'T THERE.Attached is an email that we AND the customer received on March 29th stating that the car missed it's initially scheduled ship from Hawaii and was put on a later voyage that would not arrive until April 19th. I've attached both a version for Revdex.com reference as well as one to make publicly available.Once the vehicle was actually present in CA our carrier picked it up and delivered it safely in NC 7 days later. If there were miscommunications on our part, it would certainly be our failure to update the first two carriers with that info, but those miscues were an inconvenince to our CARRIERS and not the customer at all.In spite of the fact that the delays were on [redacted] side and not ours, we generously refunded our fee in full - back in AUGUST.The only reason that the refund was so long after delivery was due to the fact that we would need to leave multiple follow up messages for [redacted], as well as her mother, but would only get calls returned an average of two weeks later. When we finally were able to reach her and verify a proper mailing address, she thanked us for our refund offer and was sent a check for $200. So, any claims of being hard to reach and/or communicate with are, in fact, the polar opposite of what is written about in this complaint. We have multiple notes in her file indicating such, a screenshot of which is also attached.I'm not sure why [redacted] is so dead set on trying to make us out as the bad guys here, we can't be any nicer than doing our job successfully over and over again and then offering a full refund for it.

Complaint: [redacted]
I am rejecting this response because:The response from Ship A Car Direct does not resolve our issue but is just more misleading information by this business. We paid for their services to set us up with a reputable and vetted carrier (as they advertised and agreed to provide) , which was clearly not the case. Dismissing mockingly “some [redacted]” shows no vetting as goes to the very service being provided by the owner working with Ship A Car Direct, driving vehicles safely. They cannot then be absolved of that responsibility simply by refunding their fee back to us, nor by forcing us to use our insurance for a claim since their carrier will not pay what they are required to per their insurance policy. [redacted] law, where the vehicle was picked up, is clear on collateral source that the tort feasor has no legal right to use the damaged party’s insurance for its tort. You do not smash up a vehicle and say we will pay you back the fee for transporting it.  We need to be made whole, either by their carrier or Ship A Car Direct. We went through entirely Ship A Car Direct.  Being made whole means, the $2,500 deductible that the carrier owes, as well as loss of use of $1,219.94 (lease payments for time during which car has been out of use) and transport of the damaged vehicle for quotes and service $405, total of $4,124.94. Again, the quote email they sent us stated “The Peace of Mind that comes with the Pre-Screened Carrier at that price is that we feel so strongly about them that we stand behind every carrier we use with this, A 100% Damage Free Guarantee. Our fully Vetted [redacted] cover your vehicle 100% or we will step in and payout of our pocket. No other company does that.” There could not be more false and misleading advertising.  Nowhere in there does it state that you have to be prepared to use your insurance policy to repair your vehicle damage admittedly caused by their carrier.  In regards to their response to rebate item, their refunding us the $225 we paid them and offering us an additional $275 is nothing outside of what they claim is their “damage fee guarantee”. Therefore, it appears if your car gets damaged you are no longer eligible for their rebate.  Again, not something they advertise truthfully.
Sincerely,
[redacted]

Thank you for your time in giving your detailed account of the timeline. The person writing this response is the owner, [redacted], and I have not only spoken with the driver and everyone involved on our end, I’ve also spoken with numerous people over at [redacted], including both [redacted] and [redacted].Having done so, I can steadfastly and without question assure you that the one thing that [redacted] definitely does NOT do - is to “dig”.She glances, she writes emails with dates that seem to always add one that doesn’t make sense, she can’t spell and she certainly can’t put a coherent email together (as you’ve seen yourself). She is, in fact, the very root of your frustration, and she is the one who you should be focusing your anger and negative reviews on. She wants to wash her hands of you and has said as much in an email that you were copied on just a few days ago. She didn’t do it the same way in that email as she did to us over the phone, which was phrased as, and I quote, “Ugh, I just want to be done with this lady”.In short, she’s one of the worst customer service agents I’ve come across in recent memory, and if she worked for my company, she’d be looking for a new job right now.Your car shipped on the later voyage. No debate, end of story, and we are not going to keep going around and around with you about it, especially given that it amounts to clerical errors on [redacted] part that she refuses to take accountability for. A screen shot of the location of your vehicle, taken directly from [redacted]’s records and matching exactly the dates they told you it would be shipped in their email to both of us on March 29th is attached, and clarified for all parties.[redacted] failed to update their email system properly, so you were sent automated emails for the previous voyage, even though she clearly informed you after that voyage had set sail that you had not made the cut for that voyage. (Just FYI - [redacted] did not write her email on the 4th, nor did our dispatch department write the one you quote. It’s 2016, those are automated messages, any company that does the volume of business that both we and [redacted] do will have system generated messages such as these, and all it takes is simple data entry errors to have them fire on the wrong date or with the wrong info. And that’s exactly what you experienced with theirs.)[redacted] “digging” consists merely of her glancing over her clerical error again and telling you what you want to hear so that she can get you off her back.The “paperwork issue” that the two unfortunate carriers we sent out to pick up your car before it arrived experienced was due merely to the fact that the people at the port in CA could not match the delivery notice in their hand to an actual car waiting for pick up, so they assumed the paperwork was ‘wrong”. As soon as the car was actually there, the same paperwork that the first two drivers had, and which we received at the same time as you (from “[redacted]”) on 4/4, ‘magically’ worked.I can also assure you that if your vehicle had in fact arrived on 4/4, [redacted] would have been diligently contacting you every day beyond 4/11, which would have been the end of their 7 day grace period to pick up your vehicle, informing you of the daily storage fee you would owe for each day beyond the 11th. The reason that didn’t happen is because they weren’t holding your car for you for those 17 days. It did not arrive in CA until 4/16, and was not ready for release until 4/19. Just like they told you and us on 3/29.The full refund of our fee of $200 is the best we can and will do for you, I think that is more than fair and is offered solely because my team, having received the email on 3/29, should have caught the error in their delivery notices and cleared up [redacted] confusion for you. You will receive no further compensation from us, no matter how many bad reviews you choose to write or how you try to spin this. My team worked continually with your best interest at heart at all times, including initiating 90% of the contact with you while trying to resolve your dissatisfaction.I have also spoken with [redacted] to clear up how you thought the $750 that [redacted] was paid for safely hauling your car from CA to NC would in any way be refunded, but it will not, they earned every penny of their fee.If you want to address the matter any further, you will need to address it directly with [redacted]. Had they not sent you the wrong notices, this entire situation could have been avoided.And please apologize to your Mother for me if my team or carrier did indeed contact her after she asked not to be.

We are very sorry for the way the first carrier treated you and we have since removed them from our list of approved carriers. We also apologize that our customer service team did not handle you concerns properly when on the phone with you. We have refunded our fee of $225 back to the card on file....

We will work on improving our communication and customer service based on your feedback. We apologize again for the poor experience you had with us and if you decide to give us another chance in the future you will find that our service has greatly improved. Thank you.

Complaint: [redacted]
I am rejecting this response because: I understand some of the reasons are from holiday season, but my order was made on 13th which was way before the holiday. Even if those emails were automatically sent by the system, before the salesperson left for vacation, at least he should had informed me he would leave. Because there were other salesperson who stayed during the break and indeed helped moving the car. I don't think there is any reason I should wait for salesperson come back from a break and take care of the business without any notice. 
Sincerely,
[redacted]

Our estimate of 7-10 days is for the shipment from the day the car gets picked up to the day it gets delivered. This is not from the day the car is first available to get picked up. As we stated before, we do not guarantee pick up by a certain date. We have addressed the original complaint and set up the customer with a carrier and they delivered his car on time. We followed up with the customer as we said we would in the previous response, but he did not want to speak with us as he was still dissatisfied with the service. We have also refunded our entire fee to the customer for his dissatisfaction.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
1.       Did the SACD responder speak to the truck driver himself and the woman with him? Sure, when I called [redacted]’s main number to check on the status of my car I spoke to a man who spoke good English, but the TRUCK DRIVER AND WOMAN WITH HIM had a thick Asian accent as I said in my original post. I have attached the April 7 email I received from SACD’s Dispatch Department which said “If you have any trouble whatsoever communicating with [redacted]…please DO NOT HESITATE to get in touch with us. It’s our job to work with [redacted] to make sure you are 100% satisfied. We communicate with our assigned carriers constantly. We know them. They know us. If there’s ever any problem, we’re your best contact to get the situation resolved quickly,” along with my email to them since I was having a problem communicating with [redacted].2.       On Friday Oct. 7 I spoke with [redacted] (from [redacted]) who had sent the March 29 email saying that my car had been rolled to the next voyage. After doing a little more digging she discovered that my car was indeed on the original voyage and arrived in California on April 1. She also confirmed that if the truck drivers had the paperwork, the car would have been released to them. You can confirm this with her at [redacted].3.       Attached are emails that have apparently been overlooked by SACD regarding my car’s availability.a.       April 1, sent from me to [redacted] confirming that my car had shipped out from Hawaii during the last week of March.b.       April 4, sent from [redacted] (from [redacted]) to [redacted] and I saying that the car is “available for pick up starting Monday 4/4/16 @ 8am.  Attached are your arrival notices & directions/hours to the port.  Please print out all copies to show the main gate when you arrive.”4.       So the car was available for pick up on April 4. The car was finally picked up on April 21 and delivered on May 2. That’s 11 days. I’ve attached [redacted]’ Bill of Lading to show that I received my car on May 2.5.       If SACD wants to bring up my mother, I’ve also attached the April 15 email in which I told [redacted] to remove her contact info before the 3rd carrier was found since she was no longer going to be in North Carolina. He replied that he would; however, she still got contacted by the 3rd carrier and SACD.6.       Regarding SACD’s claim that I returned the company’s calls an average of two weeks later, I’ll let this timeline of correspondences speak for itself (I have attached these emails, and screenshots of my call history and texts with [redacted]):a.       May 16 – My email to [redacted] with my rental car receipts.b.       June 3, 4:52pm – I received a voicemail from [redacted] saying that “[redacted] has already sent in the request for reimbursement and then we will refund you the deposit that you paid to us so that you don’t have to pay for the shipment. This is in order to help with the rental cost of the cars that you have rented. I also tried to call the other number, I was routed to your mom.” This was the first correspondence I had received regarding payment since I had sent my email to [redacted] on May 16 – it took over 2 weeks to hear from SACD.                                     �...⇄ I.      June 3, 6:21pm – I returned [redacted]’s call, leaving a voicemail thanking her for calling. When [redacted] said I “don’t have to pay for the shipment” I was under the impression that I was going to be refunded the whole shipment price which included the $750 that I had to pay [redacted].c.       Aug 2, 5:52pm – I called [redacted] and left a voicemail to check on the status of the payment.                                    ...⇄ I.      Aug 2, 5:57pm – I also called the SACD main number and spoke to [redacted] about my concern about not receiving payment yet.d.       Aug 3, 2:11pm – I received a voicemail from a [redacted]? saying the refund was processed on June 4.                                         ...⇄ I.      Aug 3, 2:18pm – I called [redacted] back, no response, left him a voicemail because I had not received any reimbursement in June.e.       Aug 8, 5:11pm – I received a voicemail from [redacted] saying she will send me a text msg.                                      ...⇄ I.      Aug 8, 5:13pm – I received a txt msg from [redacted] asking for my mailing address.                                    ...⇄ ii.      Aug 8, 5:53pm – I texted her with my mailing address and asked what method of reimbursement they initially tried to use. I also asked her to clarify exactly how much they were going to be reimbursing.                                  ...⇄ iii.      Aug 8, 6:01pm – [redacted] texted that they tried refunding the same card I used when I made the order and that “We will be returning the amount you paid us when you placed the order before ($200) to cover part of the car rental fees you incurred.”                                  ...⇄ iv.      Aug 8, 8:57pm – I texted [redacted] that I had checked my bank statements for that card and never received any reimbursement from them. I told her I’d prefer to communicate via email, asked for her email address and also that of her manager. 1.       Now that I knew they were only going to be reimbursing $200 I felt very deceived and dissatisfied with the way SACD was handling this since [redacted] had said in her June 3 voicemail that “you don’t have to pay for the shipment”. I also started wondering if they ever really tried to refund my card.f.        Aug 9, 10:47am – [redacted] texted that they would send me a $200 check and identified herself as the manager.g.       Aug 11 – I emailed [redacted] now requesting full coverage of the car rental fees which I incurred because of the failure of the first two carriers to get my car due to missing paperwork which [redacted] was responsible for getting to them.h.       Aug 20 – I sent a follow up email to [redacted] because I never received any reply from her for a week.i.         Aug 29 – I sent [redacted] a text message asking if she ever got the 2 emails I sent her over the past 2 weeks since a week had passed since I had sent my last email.j.         Aug 31 – [redacted] finally emailed me saying they will not reimburse the rental car fees. She also explained that “the average transit time from pick up to delivery on any vehicle going coast to coast will be between 7-10 days. Our policy on late deliveries is to reimburse $30 per day towards a rental if the delivery is  after the average transit time (over ten days) which is what we applied in this case, except we have refunded you our entire fee instead of just $150. If you would like to pursue further reimbursement please contact the carrier directly at 562-922-8066.” (This is [redacted]' number, the carrier who got my car to me).k.       Sept 6 – I emailed [redacted] asking her to clarify how she was doing her reimbursement calculations since she made it sound like I was only supposed to be reimbursed for 5 days.l.         Oct 3 – I decided to finally post my review of the company since I’ve gotten no reply from [redacted]. It has been a month since I sent my last email – I believe I have given her enough time to respond.I hope this gives a more accurate picture of what has been going on.Sincerely,
[redacted]

We have reached out to the customer to resolve this issue. The first carrier contracted was not transparent in communicating when the car would be picked up and ultimately cancelled on us causing delays. We have refunded our fee to the customer and will be sending a check for the remaining balance...

of the rental cost she incurred due to the first carrier's inability to communicate and pick up the car in a timely fashion. We have since fulfilled the order and shipped her car with another more reputable carrier.