Complain about a product or service

Cross Country Auto Transport

Daniel of Chicago (6/11/04):
Do not use this company. Here's why:

1) There is no such thing as "checkpoint tracking." This "tracking system" which promises to "keep you informed every step of the way" consists of their customer service department calling the transport company du jour that they've contracted with and asking if they know where your car is. There is no history of "checkpoints." And worse, the transport companies, in this case M&E, don't answer their phones. Ever. After more than 3 weeks of my estimated pickup date with a "guarantee" of 5-8 business days, I am unable to find out even the location of my vehicle.

2) The pickup estimate days are a total lie. If you are foolish enough to contract with this company (read that paper well!), plan on a very late pickup. Our "guaranteed estimate" of May 25-26th turned into May 30th. It was only that soon because I had to pay an extra $72 and drive my vehicle to a pickup location.

3) Beware of damage. I had my car freshly washed for the inspection, but that didn't stop them from writing "too dirty to inspect" on the form, which is their version of carte blanche to damage your car and say it was already there.

4) Horrible customer service. As soon as our $200 was paid, we never got another response from our broker. Calls, emails, the works. She was always "on the other line" and "out to lunch" but would "call you as soon as she's back." She never returned a single call.

5) "Only one car carrier will be used." Don't hold your breath. We subsequently did more homework and found reports of cars being switched four times! Where is our car?!?! We still don't know. I think now that we should call the police.

Damage Resulting: $72 extra storage plus transport unknown location of vehicle for at least two extra weeks compared to what was promised, still unknown; unknown condition of vehicle.

James of Palm Beach Gardens FL (4/29/04):
After expressing interest in contracting their services I was contacted by a representative stating that they had had a cancellation and if I “acted quick” (by signing the contract and giving them a refundable $200 deposit) they would be able to pick up my car within two days. Two days after sending in the contract and deposit, as requested, I still had not heard anything so I called them. I was told that I could not speak to my sales representative and the truck was overbooked. The customer service person told me that they would probably pick the car up the next day -- “No big deal,” she said.

For the next two weeks I called back almost daily to find out when my car would be picked up and repeatedly I was told, “We’ll get back with you.” Nothing! Finally, when I was told it could take up to a couple of months, I requested a refund of my deposit because I did not feel comfortable doing business with a company of this sort. I was told that there was “no problem” with that but I needed to send in a certified letter requesting a refund. So I sent the certified letter (received 4/23/04) but heard nothing back from them. So I called once again.

This time I was told that my request for a refund was denied on the basis of it was within 7 days of the pick up date, which they had NEVER given me! Well, I shouldn’t say that -- they gave me six dates but they missed all of them! But they couldn’t offer me a pick up date at the time I cancelled my order. She then told me that if I wanted my money back that I had to take that up with the credit card company because they were keeping the $200. Granted, it is only $200 (I was lucky it wasn’t more), but it is a matter of principle now.

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