Shipping a car across the country is often a stressful endeavor, and choosing the right auto transport company is crucial for a smooth move. My experience with A-1 Auto Transport, while moving from New Jersey to New Mexico, unfortunately, turned out to be a significant source of frustration and unexpected expense. Despite an initially promising quote and a seemingly reasonable price of $645 for shipping my small sedan, my interaction with A-1 Auto Transport, especially considering their BBB profile, was far from satisfactory.
My decision to proceed with A-1 Auto Transport was partly influenced by their response to negative feedback on the Better Business Bureau (BBB). They acknowledged some complaints but reassured potential customers by stating that with 14,000 cars shipped annually, issues are statistically inevitable, and they maintained a 99.5% customer satisfaction rate. In retrospect, I should have paid closer attention to those unresolved negative reports on the BBB, as my experience mirrored those very concerns.
The initial drop-off at their terminal on December 14th, 2004, seemed straightforward. However, the first red flag appeared when, after a week, the online tracking system showed no movement. Subsequent calls over several days yielded vague responses until, on December 23rd, I was informed my car was finally assigned to a truck. Yet, days later, the car remained at the terminal. Another phone call on December 30th brought the bewildering news that my car had been inexplicably “dropped from transport.” After persistent inquiries, my car was eventually picked up – a full 16 days after being “staged” at the terminal – and finally delivered on January 5th.
This agonizing delay had significant financial repercussions. I was forced to rent a car for 23 days, incurring a substantial cost of $1045. A-1 Auto Transport’s response to this ordeal was particularly disappointing. Instead of offering any form of partial refund to compensate for their egregious delays and the resulting rental car expenses, they offered a mere $100 discount on a future transport. This offer felt insulting and demonstrated a profound lack of accountability. Needless to say, the prospect of using their services again, even for free, is utterly unappealing.
When I escalated my complaint to the BBB, A-1 Auto Transport’s reply was to cite disclaimers on their website stating that transport times are not guaranteed. However, the very documentation they provided contradicted their service in practice. They highlighted a statement on their site mentioning that “vehicles may be staged at a holding terminal for several days prior to being assigned to a transporter. (In some cases 7-10 days).” My car was held for sixteen days, far exceeding even their extended timeframe. Their website also makes claims such as, “We are aware of how important your vehicle is to you, and we will provide you with a realistic time frame for delivery,” and “A-1 will make its best attempt to accommodate your needs.” My experience directly refuted these assurances. Furthermore, their claim, “When booking your move with A-1, you will be provided with an estimated transit time that your shipment will take, in order that you may plan ahead,” proved entirely false. I received no estimated transit time beyond the general, optimistic information on their website. Had I been aware of the potential for such extensive delays in even picking up my car, I would have willingly paid a premium to use a more reliable car shipping company, as it would have been significantly cheaper than the unexpected rental car costs.
The customer service representatives at A-1 Auto Transport were consistently polite in their interactions, but their politeness was a veneer for complete helplessness and a lack of empathy. It was evident they were desensitized to customer concerns about shipping delays, likely due to the frequency of such complaints. Discovering online platforms where numerous customers share similar negative experiences with A-1 Auto Transport further validated my feeling that my situation was not an isolated incident. While my experience could arguably have been even worse, it remains, without a doubt, the most stressful and costly aspect of an already challenging relocation. For anyone considering A-1 Auto Transport, especially in light of their BBB record and customer reviews, a thorough evaluation of alternatives is strongly recommended.
