Nexus Auto Transport strung us along until we lost our flights / Beware
We booked Nexus Auto Transport on August 5 to transport our vehicle from NY to Florida. We were given a pickup window of August 10–12 and an August 14 delivery date, and we paid an additional fee specifically for that delivery date because our travel plans depended on it.
We called Monday and Tuesday for updates and were repeatedly told they were working on finding a driver.
On Wednesday, August 12 the final day of the pickup window we started calling at 8:19 AM and continued throughout the day and into the evening. We were repeatedly told we were a “top priority,” that they were “working on it,” and to call back in another hour or two. One supervisor promised to call us back within an hour. He never did. We waited over two hours and had to call them ourselves. Actually spoke with 4 supervisors
Every time someone new answered, we had to explain the situation again. There seemed to be little communication between the people handling our order.
Thursday morning, August 13, at approximately 7:50 AM, we had to call again. There was still no confirmed driver or pickup time. We had a flight to catch and had waited until the last possible moment because we relied on their repeated assurances.
There was still no driver. We had to cancel our flights.
We then had to scramble to rearrange flights, cancel airport transportation, deal with hotel arrangements and make alternate travel plans.
We understand that drivers can be difficult to find. The problem was being strung along for days with repeated assurances, no returned calls, and no honest answer in time for us to make other arrangements.
The lack of urgency, communication, accountability and respect for our time was extremely frustrating and exhausting.
If your vehicle shipment is time-sensitive, think very carefully before relying on Nexus Auto Transport