I sincerely hope this review is posted, because I strongly encourage prospective customers to…read morethoroughly read this company's Google, Yelp reviews before booking.
Our experience with Mr. Car Shipper was extremely disappointing and stressful from beginning to end.
We were moving to Hawaii permanently and flying out of North Carolina on Monday, July 27. Despite having an established pickup window, our vehicle still had not been picked up by Saturday, July 25.
We were finally told that a driver would pick up the vehicle that Saturday. No one showed up. The vehicle was not picked up Sunday either.
Eventually, the tow-truck driver contacted me directly and said he would pick up the vehicle Sunday evening. I explained very clearly that we had to leave for Raleigh by 6:00 PM because our flight to Hawaii departed at 8:00 AM Monday morning. I was assured the pickup would happen in time, so we arranged a pickup location and left for Raleigh.
Later that evening, the driver called to say he would not arrive until approximately 10:00 PM. By then, of course, we were hours away.
I called Mr. Car Shipper approximately 12 times, including their emergency number, and received no response.
After I finally managed to get the vehicle moved to the requested location, the driver called me at approximately 1:00 AM Monday morning--just hours before our flight to Hawaii--and told me he could not access the vehicle where it was located. He said we needed to figure something else out or he was going to turn around and go home.
Thankfully, I had an incredibly kind and dependable neighbor who stepped in and handled the situation for us. Without that neighbor, I genuinely do not know what we would have done.
When I finally reached Mr. Car Shipper after they opened, I asked why none of my repeated calls to the emergency line had been answered. I was told, essentially, that there were only three people working there, they could not be available 24/7, and the emergency line was shut off around 10:00 PM.
If an "emergency" number is unavailable during an active, time-sensitive vehicle pickup--particularly after the company failed to meet its scheduled pickup window--I am not sure what purpose that number serves.
Unfortunately, the problems did not end there.
Approximately two months later, when our vehicle finally arrived in Hawaii, we went to the port to retrieve it. I presented my identification and the documentation I had been given, only to be told that Mr. Car Shipper had listed "Mr. Car Shipper" rather than my name as the authorized person for pickup. The port therefore would not release our own vehicle to us.
Once again, we attempted to contact the company and received no response, including through the emergency line.
We paid approximately $5,000 for this service. For that amount of money, I expected competent coordination, reliable communication, accurate documentation, and meaningful assistance when something went wrong. Instead, the process created an extraordinary amount of unnecessary stress during an already complicated cross-country move.
Based on our experience, I would not use this company again. I strongly recommend that prospective customers do their own research and read the company's Google, Yelp, and Better Business Bureau reviews before deciding whether to book.
