Dave M.
Over Committed, Couldn't Deliver and Delays to Deposit Refund
Very disappointing experience over the last 90 days. Auto Haul Express committed to shipping my boat from Bellevue, WA to Jacksonville, FL for a fixed price, including supplying a trailer. I paid a deposit of $621 on October 23, 2024 (invoice 1224). After about 2 weeks the rep came back and stated that it would cost about 3 times what was quoted. Another alternative was for me to purchase a trailer. This was not acceptable and I gave AHE several days to resolve but after several days, I found another shipper. I requested a refund on 11/5/2024. The rep suggested that they had "earned" $200 for working the issue. I politely disagreed and reaffirmed my expectation of a full refund. After a month of not receiving, I disputed the charge on my card. The credit card company continues await information from the company. It is now 1/20/2025. I was very clear with the rep and feel like I was placated throughout the process. Unbelievably poor customer experience. I eventually received confirmation of the refund. Thank you for that, it just took too much work and way too long. I should not have had to dispute the charge
Response from Auto Haul Express LLCFeb 5, 2025
Dear Dave, We regret to hear about your disappointment with your experience at Auto Haul Express. Our goal is always to provide reliable and transparent service, and we would like to clarify the details regarding your shipment. When you initially booked with us, we provided a quote based on the market conditions at that time. However, as market rates fluctuated, the cost of securing a carrier with the necessary trailer significantly increased. We promptly communicated this change and offered alternative solutions, including the option for you to provide your own trailer. Unfortunately, we were unable to accommodate your request at the original price, and you chose to work with another provider. Regarding your refund, we want to clarify that we have already issued a full refund for your deposit. While our team invests time and resources into securing transportation, we ultimately honored your request and processed the refund in full. We apologize for any delay or miscommunication during this process. We strive to deliver the best possible experience for all customers and regret that we were unable to meet your expectations in this instance. If you have any further concerns, we encourage you to reach out to us directly so we can assist you further. Best regards, Tony Davis Auto Haul Express (281) 975-6026



