I contacted Xpress Auto Transportation, Inc. to arrange transport of my motorcycle from California to Florida. I spoke with an agent named Joseph Patrick, who initially provided a quote and later stated he could apply an additional 10% discount. I also informed him that I required an enclosed trailer and that delivery would need to be delayed by about two weeks, as I was moving to Florida and would not arrive until then. He agreed to these conditions; however, when the bill was issued, the 10% discount was not honored. The motorcycle was scheduled for pickup on Tuesday.
On Monday, I received a call from the company, but since I was on the phone at the time, I missed it. No voicemail was left, and when I returned the call, the representative told me they had many agents and could not determine who attempted to contact me.
On Tuesday morning, I called Joseph Patrick to confirm the scheduled pickup. He told me that a driver had been available to pick up the motorcycle the previous day--despite Monday not being the agreed-upon date--and that the pickup could not occur because I did not answer the call. I didn't understand why he left no voicemail or why additional attempts were not made to contact me, especially considering the importance of the delivery.
He then said he would try to arrange pickup later that day, but this time advised that only an open trailer was available, that delivery would occur about a week earlier than I requested, and no storage would be provided. I told him that I could have someone available to receive the motorcycle early, but reiterated that I needed an enclosed trailer as originally agreed. I did not receive any call from a driver that day. When I reached Joseph Patrick again, he told me he had been unable to secure a driver and would try for a Wednesday afternoon pickup.
On Wednesday, I received no call from him or any driver regarding pickup. When I called that evening, he told me he would arrange for the motorcycle to be picked up Thursday morning. I told him I would be leaving the state late Thursday morning and would need confirmation from a driver Wednesday evening to proceed. I never received such a call.
On Thursday morning, I called Joseph Patrick but received no response. I then called the company's main number and spoke with a lady representative who told me she had contacted him and that he had texted her that he was unable to respond. I was also told there was no regional manager available to discuss my situation. I did not receive any calls that day from either the agent or any driver. Because I was leaving the state and my house was already being turned over to new occupants, my motorcycle still had no pickup arranged.
I ultimately had to make last-minute arrangements to store my motorcycle. Joseph Patrick did not call me again until Friday afternoon, after I had already left the state.
In my experience, the company failed to honor key terms that were agreed upon, did not communicate reliably, and did not provide escalation options when issues arose. These failures caused me significant problems and forced me to make alternative storage plans at the last minute. I believe this company is completely unreliable for any transportation needs. read more
