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Avoiding Costly Mistakes in Auto Transport: How Bigfella Auto Express Protects Customers

By  Bigfella Auto Express  ·  1 minute read

Introduction

A recent news story revealed that a military family's vehicles were held up en route to their new assignment due to poor practices by an auto transport company. At Bigfella Auto Express, we believe thorough vetting is critical to ensure vehicle safety and timely delivery. Here’s how we would have approached the situation differently to protect our customer’s interests.

Military family says cars held hostage en route to new assignment

Key Points of What Went Wrong

  • Carrier's Poor Reputation: The assigned carrier had 0% rating and reviews mentioning stolen vehicles—major red flags for any transport assignment.
  • Lack of Proper Verification: The carrier's W-9, DOT number, and insurance were unverified, indicating an oversight in basic compliance checks.
  • Inadequate Due Diligence by Broker: The auto broker failed to thoroughly check the carrier's background, impacting the customer's experience.
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What Bigfella Auto Express Would Have Done Differently

  • In-Depth Carrier Vetting

    • Only work with carriers verified for W-9, DOT compliance, and up-to-date insurance coverage.
    • Conduct regular checks on carrier ratings and customer reviews in our TMS to prevent risky assignments.

  • Strict Compliance Standards

    • Ensure all carriers meet minimum insurance requirements and are compliant with federal regulations before booking.
    • Use Super Dispatch’s verification tools to confirm that carrier credentials are valid and up to date.

  • Prioritize Transparency and Security

    • Share tracking information and real-time updates with our customers to keep them informed about their vehicle's status.
    • Assign a dedicated representative to monitor high-risk or high-value shipments for added peace of mind.

  • Responsive Customer Support

    • In cases of unforeseen delays, provide immediate support, including options for alternative carriers or compensation for delays.
    • Educate customers on red flags to watch for in auto transport services to empower them with informed decisions.

Conclusion

At Bigfella Auto Express, we focus on a thorough vetting process, clear communication, and industry-leading compliance standards to avoid issues like these. Our commitment to reliable service means customers can trust their vehicles will arrive securely and on time.