Question 1

Why do carriers cancel before picking up a vehicle?

Accepted Answer

Why do carriers cancel before picking up a vehicle?
Cancellations, which sometimes result in re-assignments to a different carrier, occur in approximately 15-20% of transports and occasionally happen multiple times for a single transport. Please do not be alarmed if such a situation arises with your transport. This commonly occurs due to breakdowns, driver emergencies, or when the pre-trip inspection calls for maintenance to prevent a future breakdown.
In the case of a cancellation due to a breakdown, the best thing to hope for is that it happens before your vehicle is picked up. This is because breakdowns that occur after pickup usually create much longer delays.
Given that there are typically 15-20 vehicles waiting for rides for every available slot on a transporter, finding another opening can take some time, especially on difficult routes. However, in most cases, a replacement carrier is assigned quickly and has little to no impact on you.
We use the word “estimated” when describing pickup or delivery times because numerous factors can affect shipments. However, when changes occur, we work to keep the new dates as close to the original ones as possible and ensure that you are informed of any changes as soon as we learn of them. You can rest assured that we always work diligently to make your transport as smooth as possible for you.

Question 2

Will I receive updates about my transport?

Accepted Answer

A frequently asked question pertains to whether you will receive updates about the progress of your transport. While we are unable to provide detailed, turn-by-turn updates on your shipment, please rest assured that we will notify you if the carrier encounters any significant delays. Additionally, you can anticipate a call from the carrier 24 hours prior to delivery. If you do not receive this call as outlined in our delivery video, we encourage you to reach out to the carrier directly using the contact information included in your dispatch sheet.

While we do not provide minute-by-minute updates on your vehicle's location, we value keeping you informed about any major delays that may arise during the transport process. This information is important, as it enables you to adjust your plans as needed. For example, if your delivery is scheduled for a specific day but experiences a delay due to unforeseen circumstances, being aware of this delay will assist you in rescheduling appointments and managing your expectations regarding the arrival of your vehicle.

Please note that various factors, such as weather conditions, logistical challenges, or road issues, may contribute to potential delays. We appreciate your understanding and patience as we work to ensure the safe delivery of your vehicle.

Question 3

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 4

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 5

Is door to door transport always possible?

Accepted Answer

Is door to door delivery always possible

In most cases, the truck transporting your vehicle can deliver right to your door; however, a number of factors make door-to-door delivery not possible.
In the following scenarios, a more appropriate location for a transport truck is required:
Gated community
 Weight-restricted residential roads
Narrow, congested or winding streets
Low-hanging trees, power or utility lines
Main thoroughfare (local laws often prevent truck parking)
No outlet or turn-around for a large truck
 
If your street or neighborhood is not easily accessible by a large transport truck, it may be necessary to meet at a nearby parking lot, such as a shopping center, big box store, school, or church lot, to facilitate a safe delivery. To ensure a smooth delivery experience, it's best to work out delivery details directly with your carrier or driver ahead of time. You can find their contact information in your Team Alex dispatch notice. Unless otherwise prearranged, the driver may request that you meet them further than one mile from the original intended location.
Many carriers prohibit calls and texts while driving or loading vehicles, so be sure to leave a message with your order number, your vehicle and the cities of origin and destination.  In those cases, calling or replying to texts will likely happen at their next stop.  If you are unable to reach your carrier after several attempts by phone and/or text, please let Team Alex know.  We will happily assist you.

Question 6

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 7

Why could there be a delay for vehicle pick up?

Accepted Answer

Why does it take so long to get vehicles picked up?

For every available opening on a transport truck, there are 15-20 cars waiting for a ride.  We’re all spoiled by Uber but believing there’s a transport truck waiting on every street corner is not only unrealistic, but the opposite is actually true.  Demand for openings far exceeds supply, which is why it often takes a few days to find an opening.

As stated in our quotes, standard pickup is normally within 3-4 days from the ready-to-ship date and we always try for the fastest we can find.  During that time, Team Alex uses all available means to find an opening for your vehicle heading in the exact direction you need.

Keep in mind, the more remote or difficult the route, the harder it can be to find an opening.  The same goes for “special” transports (lifted, lowered, enclosed, add-ons, etc.). The more “special” the transport truck needed, the more time it usually takes to find a carrier that fits your specific needs.

Much as you would not expect to pay standard freight prices for an overnighted package, you also cannot expect expedited transport services at the standard rate.

We do the best we can for the fastest possible pickup and Team Alex will notify you when we assign your vehicle, so there is no need to check in every day for updates.  Watch your email for a notice with estimated shipping dates and the carrier’s information.

Question 8

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 9

Why did the dealership recommend Team Alex for my transport

Accepted Answer

Why did the dealership recommend Team Alex for my transport

You may be curious about why your dealership suggested Team Alex for your transportation needs. It's worth noting that many of the referring dealerships also use our services for their own transportation requirements.

Furthermore, we never offer incentives or commissions to dealerships for referring clients. They refer their customers to us because they trust us to provide first-rate services.

Another reason why dealers refer us is because there are numerous unscrupulous and dishonest characters in the transport industry, and they certainly do not want their customers to end up in the hands of one of those companies.

You only have to look at vehicle transport reviews on Google to see the horror stories that have transpired with some customers. Dealerships have confidence in dealing with Team Alex, knowing that they are dealing with a highly professional and legitimate company that takes care of their customers just as they would.

Question 10

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 11

Is it possible to change my drop-off location?

Accepted Answer

Is it possible to change my drop-off location?

If you need to change the delivery address, we can be flexible as long as we receive enough advance notice. However, the new address should be within a few miles of the original one. If you prefer to receive the delivery at your workplace instead of your home, let team Alex know as soon as possible. Please note that if the new delivery address is significantly different from the original one, there may be an additional fee to compensate the driver for going further than initially agreed upon.

Question 12

Can I dictate where my car rides on the transport truck?

Accepted Answer

Can I dictate where my car rides on the transport truck?

A customer can't dictate where their vehicle goes on a transport truck. There are many variables to consider, such as weight distribution, pick-up and delivery locations, and efficiency of loading and unloading. Therefore, the truck driver determines the placement of the vehicle. Some customers believe that certain spots on the truck are safer, but this is not necessarily true. Regardless of placement, the vehicle may arrive dirty after a long trip. However, incidents of flying debris are rare, and no specific spot on the truck is safer than others.

Question 13

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.
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 14

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 15

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

Change Orders

🔴 Please take a minute to watch the above video better to understand our "Change Order" fee policy.

⚠️There is very important information in these FAQs that you should read.

Why do carriers cancel before picking up a vehicle?

Will I receive updates about my transport?

Why aren't the pickup and delivery dates guaranteed?

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

Is door to door transport always possible?

Can I track my vehicle during transit?

Why could there be a delay for vehicle pick up?

Possible delays once in route due to mechanical issues

Why did the dealership recommend Team Alex for my transport

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

Is it possible to change my drop-off location?

Can I dictate where my car rides on the transport truck?

What to do if there is damage

Understanding False Positives in Vehicle Crash Detectors

Connect with Team Alex instantly via 📲 dedicated text