Tyler C.
Bait + Switch is the cherry on top
I never write reviews, so buckle up. TL;DR: DO NOT USE THIS COMPANY Horrific experience, start to finish. I'm first quoted $200 for "door-to-door" service (pick up / drop off) and sign a contract for this stated rate followed by a $100 deposit. An hour later, I'm told the rate is now $300 , "99% of the time we are able to honor the quote but right now we can't because of driver scarcity." I neglected to read other reviews prior to booking with this company which was a mistake on my end as this flavor of bait and switch is their modus operandi. BUT WAIT THERE'S MORE: Ok, well I need the car transported ASAP, so I reluctantly agree to the new rate. Not much else I can do on such short notice. Seems to be the case for everyone. For some reason the contact coordinating the pick up and drop off on behalf of US Car-Go Freight, Amy Hill, decides to offer the tow to two different companies without my knowledge. The first company doesn't reach out but intends to pick-up the vehicle today, while drop-off can't happen until tomorrow. This is the company Amy shares with me. Again, they never reached out to me. Amy never shared their intention of picking up the car today, so I'm completely in the dark. A different, second company DOES reach out to me and is adamant they will be picking up the car tomorrow (which is what I had preferred). This second company calls the garage where the vehicle is located to let them know they'll be picking it up, while the first company just shows up to the garage ready to pick up the vehicle completely unannounced. I get a confused call from my contact at the garage asking who this company is, as he just got off the phone with company number two. I obviously hadn't heard from them either and was unaware of their plans to pick up the car today. Queue an absolute cluster that I'm left to figure out: Why on earth would you offer the tow to two companies and not tell me? Why too are you pushing so hard for the car to be picked up today when it can't be delivered / dropped off until tomorrow? I'm just supposed release my (expensive) car to a random tow company who will take it overnight to an undisclosed location? This part makes zero sense to me. The car, for reference, is a 1979 Ford Bronco. She is beauty, she is grace, and she deserves a tow truck driver that understands enough English to know how to put the damn car in gear when he's trying to back it off the trailer. 4 times I told him what to do, 4 times he jammed and sputtered. Start to finish, this was an absolute masterclass in how to earn a 1 star review on Google. I will never use this company, strongly encourage anyone reading this to NEVER use this company, and will have to assume you are illiterate if you choose not to heed this advice. My assumption for their ruined but continued existence is (1) Customers are far and away one-time only (who would ever use this company twice?) (2) Damages are too small to pursue meaningful criminal or civil damages (not worth the headache) (3) Laws vary by state (which is convenient for an intranational shipping company) (4) The legal criteria for a true bait and switch are just strict enough to buoy this god awful excuse of a transportation company Car-Go Freight, find god.
Response from US CAR-GO FREIGHT LOGISTICSJan 6, 2025
We deeply apologize for the frustrating experience you've had with us. This is certainly not the standard of service we aim to provide, and we understand your disappointment. We are sincerely sorry for any confusion and inconvenience caused, and we want to assure you that we are taking your feedback seriously. We will look into what happened, and if any mistakes were made, we will take the necessary actions to correct them. Whether this issue was caused by us or one of our agents, we will address it promptly. Your satisfaction is extremely important to us, and we don't want this experience to reflect who we are as a company. Regarding the pricing, we want to clarify that the initial quote was an estimated price. This is a common practice in the auto transport industry, not just with us, but with all carriers. Prices are subject to change due to several factors, such as the availability of drivers, the holiday season, seasonal demand fluctuations, fuel prices, and even weather conditions. These factors can impact the final cost, sometimes even at the last moment. We do mention this in our contract, and we apologize if this was not clearly communicated to you. We genuinely want to resolve this matter to your satisfaction. You are a valued customer, and we truly do not want to lose you. Please reach out to us directly at (888) 249-8840 or via email at [email protected] so we can work together to find a solution. Once again, we are sorry for the inconvenience you've faced, and we hope we can make things right.