1st American Auto Transport

Bottom Line Up Front: Very little effort is required to provide polite/courteous Customer Service, a real contract/agreement (with coverages included), confirmed pickup/delivery time/date, and contact information for the carrier. 1st American does none of this.

First call went well. Based on the initial quote, I scheduled vehicles for pick-up about two weeks out from desired date.

After asking twice for formal a quote, I received a text only email with price quote and DOT number. I requested formal pricing, insurance coverages, pick-up and delivery dates, an actual agreement or contract, carrier contact information, etc. several times (via email as I couldn't get my contact "Richard" on the phone anymore), but never received any other information.

I requested the information three times the week prior to scheduled pick-up. My vehicles were scheduled for pick-up on Monday. At 5PM the Friday before, I still had no confirmation or any of the information previously requested. After another email Richard notified me he was waiting on carrier info.

I asked for confirmation that the vehicles were at least being picked-up on Monday. Richard replied that I should give him until Saturday afternoon (effectively less than 1 day prior to scheduled pick-up) to find a carrier (although he previously stated he was waiting on a time window).

Via email, I expressed my concern (politely) with the lack of information, contract, coordination, and very abrasive responses displayed for this effort and requested a phone call to discuss. Via email, Richard responded with "it seems that you are one of those customers that is going to be a huge hassle in general. so I will go ahead and just cancel the order."

Cancel the order! Effectively less than 1 day prior to scheduled pick-up?

Quite an interesting response.

As a customer, I provided valuable feedback as to why I have concerns with my vehicles being picked up and delivered on time, planning, coordination, and customer care; and 1st American cancels the order.

I would have expected a call (as I couldn't reach Richard by phone) to discuss; however, it seems as though 1st American has no interest in doing so. More disappointing than anything else.

Just a few words of advice for all auto transport companies:

-- I'm not sure if Richard is the owner, employee, volunteer, etc. Doesn't matter. Constructive criticism (especially directly and politely provided) can be used for personal as well as business success.

-- Richard stated I was going to be a "hassle". I would strongly suggest any auto transport company realize nothing I requested is outside the norm for any industry (i.e. pricing, insurance coverages, pick-up and delivery dates, an actual agreement or contract, contact information, etc.).

-- Providing information and documentation isn't a hassle. It's called customer service.

-- Remember that old saying "You get more flies with honey", it's absolutely true especially in customer service. If you aren't happy in customer service, move on to something else. Find something you enjoy.

-- As admitted on my initial phone call with 1st American Auto Transport, I've never worked in the auto transport business and I've only had a vehicle shipped once (dealer coordinated). This was a learning experience for me. I'd recommend using these opportunities to assist customers like myself, not get frustrated with Q&A.

-- Cross-country shipping for something as expensive as a vehicle is concerning enough for a customer without adding the stress of last minute coordination and scheduling (among everything else that the customer is trying to coordinate at the same time).

-- Cross-country shipping for something as expensive as a vehicle is concerning enough for a customer without adding the stress of last minute cancellation. If you aren't able to accommodate, let the customer know earlier rather than later.



Advice for all customers of any auto transport company.

-- If you don't get a formal documented price, contract/agreement with included insurance coverage statement, and contact information on day 1 of the process; look elsewhere

-- If you don't have a confirmed date/time window and carrier contact information at least five (5) business days out from your expected pick-up date; look elsewhere

-- Work directly with a carrier. Try to avoid auto transport brokers. Brokers have no ability to plan or coordinate external transport. They open the job for bids and wait for someone to bite. Most carriers will be able to accommodate your transport if you give them plenty of notice (especially more than two weeks).

Service cost: $2700