Question 1

What to say and what not to say to my customer regarding their transportation.

Accepted Answer

What to say and what not to say to my customer regarding their transportation.

It is crucial to be mindful of what you say to your customers regarding their transportation. What you tell them can either make or break their experience. To ensure a positive and satisfactory customer experience, conveying the right message and avoiding saying anything that may cause confusion or dissatisfaction is imperative.

At Team Alex, we understand that setting unrealistic expectations for customers can lead to dissatisfaction and disappointment later on. To avoid this, we always provide estimated dates for pick up and arrival since transport dates can be affected by various factors. It's important to note that all of our pickup and arrival dates are given as "estimated" and we never promise or guarantee an exact time. This is because it's impossible to do so due to the unpredictable nature of transportation.

Furthermore, Please remind the customer that they should carefully inspect the vehicle upon its arrival. In the unlikely event that there is any damage, they should make sure to note it on the BOL and/or take photos or videos while the carrier is still present.

The customer must then report the damage to Team Alex via the "Damage Claim Form" that we have provided them in their "Transport Status Link" within 24 hours of the vehicle's arrival.

Failing to report the damage within this timeframe will make it impossible to receive compensation.

Added Measure: After assigning the vehicle to a truck, we take an extra step to set realistic expectations with your customer. An email will be sent to them with all the details about the shipment and a link to our delivery video. The video explains the transportation process, reasons for delays, what to expect when the vehicle arrives, and what to do if the vehicle is damaged.

🔴 We highly recommend taking the time to watch the video below to better understand the delivery process.

Question 2

Connect with Team Alex instantly via 📲 dedicated text

Accepted Answer

What is the Best Way to Reach Team Alex?

The transportation industry moves at lightning speed, and responding to customer requests for quotes and orders while coordinating shipments all over the US requires fast communication. That's why Team Alex has a dedicated texting platform for our customers, which allows them to reach one of our transport professionals.

Our customers love this texting feature because it enables them to ask questions, inquire about specific shipments, or request that we call them for more detailed discussions. This chat line is open during Business Hours

You can usually expect a reply within a minute for a question or a call within five minutes of requesting one. Give our live chat a try today and experience for yourself why our customers say we have some of the best response times in the vehicle shipping industry.

Dedicated Texting Number 954-933-8329

Question 3

What is and what is not covered by a carrier's insurance?

Accepted Answer

What is and what is not covered by a carrier's insurance?
 
We want to ensure that you have complete peace of mind when it comes to shipping your vehicle with us. That's why we've made sure that all vehicles shipped through our service are covered by insurance. We have a stringent policy of requiring carriers to provide proof of cargo insurance, which is carefully verified by a 3rd party before assigning every vehicle to a transport truck.

It's important to note that the carrier's cargo insurance covers any damage that may occur due to the carrier's fault, such as driver negligence, accidents, mechanical failure, etc. However, it does not cover anything that insurance companies consider an "Act of God" like weather, flying debris, etc. In such cases, no other compensation can be offered other than the repair and/or replacement of the damaged vehicle.

In the unfortunate event of any damage, we have a dedicated team at ShipYourCarNow who will work closely with all parties involved to get the matter resolved as quickly as possible. We are committed to ensuring that your vehicle is transported safely and securely to its destination.

It is important to report any damages to Team Alex within 24 hours of delivery. Failure to report damages within 24-48 hours and to notate them on the BOL that is signed by both parties or documented by video while the carrier is still there will result in insurance companies not accepting a claim and damages not being paid.

What to do if there is damage

Question 4

What to do if there is damage

Accepted Answer

What to Do if there is Damage

Damage is rare, and we take many steps to prevent it, but damage can happen during vehicle transport.    For Team Alex, it happens only in about 2-3% of all transports, well below industry averages.  Still, we understand it’s never easy to be part of that 2-3%.
If your vehicle experienced damage, it must be noted on the Bill of Lading (BOL) that is signed by a dealer representative and the carrier–regardless of weather conditions or time of day.  
The BOL is a legally-binding document.  Signing the BOL and inspection report without noting any damage verifies that you received the vehicle in satisfactory condition. 
If there is damage, please do the following:

Note damage on the BOL – be very specific on what and where damage is.
Take pictures and/or videos and upload them to the damage claim form 
Fill out the damage claim form that was provided to you in the "Transport Status Link
Submit the form and we will review your form and take the appropriate actions.

A Team Alex representative will review your submission and will follow up with you by the end of the following business day.
It is very important to  to note any damages on the Bill of Lading (BOL), take photos or videos of the damages, and report them within 24 hours of delivery. Failure to do so will make it impossible to receive compensation for the damages. Please be sure to clearly label any damage and ensure that the BOL is signed by all involved parties. This is why unattended night drops are not permitted for vehicle deliveries.

If the carrier uses electronic BOLs, verify your BOL is in your email inbox before the driver leaves.  Drivers may skim past the damage page, hoping you won’t mark it–insist they go back to the area to mark damage.  If not possible, document the damage in pictures–with the driver present.  A photo of the damage with the driver in it is almost as good as noting it on the BOL.

You must report any damages to Team Alex (NOT THE DEALERSHIP)  within 24 hours of receiving the vehicle. 
Failing to report the damage within that time period will negate your ability to file a damage claim with the carrier's insurance, and you will not be compensated for any damages.
Rest assured Team Alex and ShipYourCarNow’s internal damage team will work to get the damage resolved as quickly as possible for you by following a set of protocols required for insurance claims.

Question 5

Possible delays once in route due to mechanical issues

Accepted Answer

Possible delays once in route due to mechanical issues

98% of Team Alex's transports arrive safely and on time. However, mechanical breakdowns are an inherent risk and can cause delays for any transport company.

When you consider that transport trucks typically operate seven days a week and cover up to 400,000 miles per year, which makes mechanical failures inevitable, even for well-maintained trucks, sometimes, drivers must cancel transport due to an issue that is found during their pre-transport inspection, requiring immediate maintenance. Other times, breakdowns occur during transport.

The best-case scenario is to have a breakdown before picking up your vehicle, as breakdowns after your car is on the transport truck can cause longer delays. If your transport is canceled before loading, Team Alex can usually find another carrier quickly, and delays are relatively minor, but some routes take longer to find replacements.

Depending on the issue, a breakdown in transit may not be possible to assign to another carrier because they may not be able to remove vehicles, such as electrical or hydraulic issues. In these cases, we are at the mercy of the repair facility.

The good news is that carriers want to be up and running again quickly because their livelihood depends on it. Unless the repair is significant, trucks usually return on the road in a day or so.

No matter what happens, we will keep you informed of any changes, and you can always check the latest status of your order through the "Order Status Link".

Question 6

Why can't we have a more precise time for pick-up or delivery?

Accepted Answer

Why can't we have a more precise time for pick-up or delivery?

Carriers often struggle to provide a precise time for pickup or delivery, as they must make multiple stops in a day, each with its own set of challenges. Even a small issue, such as losing keys at a dealership, can cause a delay of several hours. Moreover, factors like traffic, weather, road conditions, and vehicle maintenance can cause unanticipated delays. Due to these variables, it is nearly impossible for a carrier to give an accurate arrival time at a specific location. 
Therefore, it is important to be empathetic and understanding if a carrier gives you a specific time but then needs to call back and inform you of a schedule change. The challenges carriers face can make it difficult to meet a specific timeline, and it is vital to recognize this.

Question 7

✔️ Can I track my vehicle during transit?

Accepted Answer

Can I Track my Vehicle During Transit?
 
The short answer is no. When you work with one of our 20,000 carriers to ship your vehicle, we do not have access to real-time GPS tracking for your vehicle, nor do we want it. Real-time tracking can cause delays for everyone's shipment because the driver will have to answer multiple calls daily from customers who micro-manage the shipment's progress, even when they are eating, sleeping, refueling, loading, or unloading other vehicles.

However, Team Alex tracks your vehicle during transit. We do this by reaching out to the carriers periodically to ensure that the shipment is still on track for the expected delivery date. We also provide you with the carrier's information, so you can get updates directly from them and make final delivery arrangements when the time comes.

We kindly ask that you be reasonable about contacting the carrier. The driver's primary function is to drive the truck, and multiple contacts a day from several people can distract them. Keep in mind that most carriers (and states) have policies against talking and/or texting while driving. If your driver or dispatcher does not answer, leave them a message and follow that up with a short text to reach you when they are able. Please include your name, Order ID, and your vehicle details in your message.

Team Alex provides you with a status link where you can get updates about your transport as we receive them. Please understand that not every transport will be updated every day. The longer the trip, the longer the time between check-ins usually. Any delays will be relayed to you as soon as we receive them. In the transport business, no news is usually good news.

Question 8

When do I need Enclosed vs. Open Shipping?

Accepted Answer

When do I need Enclosed vs. Open Shipping?

Team Alex recommends using enclosed carriers to transport vehicles according to transportation industry standards. It is best to opt for enclosed carriers if the vehicle has an insurable value over $100,000 or a ground clearance under 4.5". This is especially important for soft-top convertibles on long trips.

Vehicles valued over $100,000 would be severely under-insured if shipped on open carriers. The average reputable 9-car open hauler carries $250,000 to $350,000 in cargo insurance while Level II enclosed carriers typically carry $500,000 to $1 million.

For vehicles with ground clearance under 4.5", the risk of undercarriage damage is too great during loading and unloading on an open carrier. If the ground clearance is under 4", very few open carriers are equipped to handle such vehicles.

A transport company that ships a vehicle with less than 4" clearance or over $100,000 without recommending an enclosed carrier is not acting in the best interests of their customer.

At Team Alex, we understand that choosing the right carrier is critical to minimizing risks during shipping. You can always count on Team Alex as your shipping professionals.

Question 9

Why aren't the pickup and delivery dates guaranteed?

Accepted Answer

Why aren't the pickup and delivery dates guaranteed?

Although the majority of transports arrive on schedule without a hitch, it is impossible to guarantee the transport dates due to many potential challenges that may arise between the pickup and delivery sites. A flat tire or breakdown could cause hours of delay for service or towing, while bad traffic, storms, weather, and construction can also lead to common delays. To protect your vehicle, smart drivers won't take unnecessary risks. Therefore, we recommend that you maintain as much flexibility as possible to account for potential delays.

Question 10

Understanding False Positives in Vehicle Crash Detectors

Accepted Answer

Understanding False Positives in Vehicle Crash Detectors

These devices are crucial in alerting emergency services and providing valuable data in the event of a collision. 
Vehicle crash detectors are sophisticated electronic systems designed to monitor the dynamics of a vehicle and detect sudden changes that indicate a crash. They rely on a combination of sensors, algorithms, and data analysis to accurately identify a collision. The most common sensors used in crash detectors include accelerometers, gyroscopes, and GPS receivers.
When a vehicle experiences a collision, these sensors detect the abrupt changes in acceleration, rotation, and position. The data collected by the sensors is then processed by the onboard computer, which analyzes the patterns and determines if a crash has occurred. If a crash is detected, the detector triggers a series of actions, such as deploying airbags, activating emergency lights, and notifying emergency services.
False positives in vehicle crash detectors - what are they?
False positives occur when a crash detector incorrectly identifies a non-crash event as a collision. This can happen for various reasons, such as sudden braking, driving over a speed bump, hitting a pothole, or even a minor collision with a stationary object. False positives can also be triggered by external factors, like extreme weather conditions or electromagnetic interference.
Common causes of false positives
It is not uncommon for vehicle crash detectors to give false positives due to various factors, with sensor sensitivity being one of the most common reasons. Overly sensitive sensors can recognize minor occurrences as accidents, while sensors that are not sensitive enough may fail to detect genuine collisions.
For instance, when a vehicle is being transported on a trailer and the sensor detects movement, even though the wheels are not turning, it can trigger a false positive. Similarly, when vehicles are on the ramp of a trailer at a steep incline and bouncing, it can also cause a false positive in the crash detector.
In recent years, we have received numerous reports of crashes involving vehicles in transport trailers, but upon investigation, we found that no such incidents had occurred. In many cases, it was simply a matter of a car bouncing around on a trailer without the wheels moving.

Another cause of false positives is the complexity of the algorithms used to analyze the sensor data. The algorithms need to strike a delicate balance between sensitivity and specificity to accurately identify crashes while minimizing false positives. Designing and fine-tuning these algorithms is a challenging task, as they need to account for a wide range of driving scenarios and environmental conditions.
External factors, such as road conditions, weather conditions, and electromagnetic interference, can also contribute to false positives. For example, a sudden jolt caused by driving over a bump or hitting a pothole can generate acceleration spikes that mimic a crash. Similarly, strong electromagnetic fields near power lines or radio towers can interfere with the sensors and trigger false positives.

Question 11

What is a BOL (Bill of Lading) and what types are there?

Accepted Answer

What is a BOL (Bill of Lading)?

The bill of lading (BOL) is an essential document in the auto shipping industry. It serves as a receipt of shipment, an inspection report, a terms and conditions sheet, and a dispatch report. Let's break it down.

Firstly, the auto transport bill of lading records that your vehicle has been shipped. It contains the name of the shipping company, their relevant information and the amount you paid for shipment.

Secondly, it acts as an inspection report. Both you and the driver should inspect the vehicle at pickup and delivery. During pickup, any damage should be noted, and during delivery, any new damage should be noted as well. These inspections will help you file a damage claim if necessary. Without them, you won't be able to file a claim.

Thirdly, it lists the carrier's terms and conditions that must be followed for your vehicle to be picked up. Although most terms and conditions are standard, you should read them carefully, as the wording may vary depending on the company.

Lastly, it acts as a dispatch report by providing the pickup and delivery addresses, vehicle type, and any additional information about your shipment.

Electronic BOL

It's common for carriers to use an electronic Bill of Lading (BOL) when picking up or delivering a vehicle. If your carrier uses an online BOL, make sure that you receive a copy of it in your email inbox before the driver loads or unloads the vehicle. Some BOL apps may not send a copy of the BOL to the pickup or delivery contact, despite indicating that it was done.

If you notice any damage during a delivery walk-around, ensure that the driver notes it in the damage section of the BOL. Sometimes, drivers may skip past the damage page, hoping that you won't mark it. If that's not possible, take pictures of the damage with the driver present. A photo of the damage with the driver in it is almost as good as noting it on the BOL and can make a difference when filing a damage claim. Don't forget to contact Team Alex immediately if you find any damage.

Delivery

🔴 Please take a minute to watch the
above "Delivery Video" that is sent to your customers.

What to say and what not to say to my customer regarding their transportation.

Connect with Team Alex instantly via 📲 dedicated text

What is and what is not covered by a carrier's insurance?

What to do if there is damage

Possible delays once in route due to mechanical issues

Why can't we have a more precise time for pick-up or delivery?

✔️ Can I track my vehicle during transit?

When do I need Enclosed vs. Open Shipping?

Why aren't the pickup and delivery dates guaranteed?

Understanding False Positives in Vehicle Crash Detectors

What is a BOL (Bill of Lading) and what types are there?

About Us Video

Delivery

🔴 Please take a minute to watch the above "Delivery Video" that is sent to your customers.

What to say and what not to say to my customer regarding their transportation.

Connect with Team Alex instantly via 📲 dedicated text

What is and what is not covered by a carrier's insurance?

What to do if there is damage

Possible delays once in route due to mechanical issues

Why can't we have a more precise time for pick-up or delivery?

✔️ Can I track my vehicle during transit?

When do I need Enclosed vs. Open Shipping?

Why aren't the pickup and delivery dates guaranteed?

Understanding False Positives in Vehicle Crash Detectors

What is a BOL (Bill of Lading) and what types are there?

About Us Video

🔴 Please take a minute to watch the
above "Delivery Video" that is sent to your customers.