Xpel1 Avis 2

I had a very disappointing experience with this carrier. I dispatched a load with a scheduled pickup date of the 25th, and everything was confirmed in advance. However, when the time came, the driver started giving me the runaround, offering vague excuses and shifting timelines. Eventually, they claimed the vehicle would be picked up on the 26th instead.

My client was extremely patient and waited the entire day on the 26th, but once again — no show, no updates, and no courtesy call from the driver or dispatcher. As of today, the 27th, the vehicle still has not been picked up, and there is no clear answer as to when or if it will actually happen.

I attempted to follow up with the owner, George, via email, expecting some accountability or at least a response — but he has been completely unresponsive. The dispatcher, Dimitry, has also been incredibly difficult to deal with — unclear, unhelpful, and at times even dismissive.

My client’s trust in me has been negatively impacted because of how poorly this was handled. As a dispatcher, communication, professionalism, and reliability are critical when working with carriers — unfortunately, this company failed on all fronts.

I do not recommend working with this carrier. The lack of professionalism, poor communication, and failure to follow through with the agreed schedule caused major delays and frustration for everyone involved. If you’re looking for a reliable and responsible carrier, I suggest looking elsewhere.

UPDATE 09/01/2023. XPEL1 has only replied to the reviews I have. XPEL1 will not acknowledge that the damage that was caused to the vehicle was not "mechanical" as a result of a mechanical problem. While the vehicle was in their care someone damaged the transmission housing. There was a LARGE gash in the transmission housing that resulted in the transition fluid draining and it appears further the mechanical issues were caused by whatever was hit that caused the gash in the transmission. Now we have to file suit against XPEL1. If they damage your vehicle they will not take ANY responsibility! BE WARE!!!!

If I could give this company ZERO stars I would. I was initially taken by their 5-star reviews and the customer that raved about their service. We had a 1973 Ford truck transported from CA to AZ. The engagement with their North Highlands office was great. We were told that they had their own trucks and that they used subhaulers but more than likely our vehicle would be moved on one of their trucks. We dropped off the truck in full working/operating/running order. The individual drove the truck to their back lot with no issues. We received a text message that someone was picking up the truck for transport. Turns out they did not use their own truck but had it subhauled. We were fine with it as the photo that was sent to us was of a small trailer and it looked as if our vehicle and one other would be transported. This was not the case, we had installed a GPS tracking device in the truck and were a bit shocked to learn that our vehicle was transported to a field several miles away from XPEL1's North Highland's office. We contacted XPEL's North Highland office and were assured everything was ok. We then noticed that our vehicle was being moved around the field. We again contacted XPEL's North Highland office and were assured that everything was ok and that we had nothing to worry about as XPEL was an upstanding company and fully insured. When we received our vehicle in AZ our vehicle was on surprisingly on a large car hauler. The gentleman who delivered our vehicle was nice and kind. The problem is that he could not get the vehicle off his car carrier as our truck would no longer shift into reverse. After many attempts, he got the truck off the car carrier and informed us to contact XPEL about the issue. We contacted XPEL and were told that they would be contacting their subhauler(s) and getting back to us. After several interactions and no update, we told XPEL that we needed to know what was happening because our time window for filing a claim with our credit card was running out. As soon as we shared this information with XPEL we received an email stating that XPEL nor any of their subhaulers had any liability for any mechanical damage or any damage for that matter. We went back and forth with XPEL trying to find a solution and XPEL has taken the position that they have ZERO liability or responsibility for the damage. We paid for the transport and have now paid $2,300 to have the transmission of our truck rebuilt. We are still in a fight with XPEL to get reimbursed for the damages but they will not communicate and have taken the position of sue them. It is clear that our vehicle was handed to XPEL and that XPEL appears to have given it to a subhauler who in turn gave it to another subhauler. As XPEL will not share any information we have no idea who had our vehicle or in how many different subhaulers the vehicle was given. Be VERY CAREFUL. these car transport companies are not well regulated and in the end, it appears to be very buyer beware. This is a really sad situation because the person we worked with in the North Highlands office was really nice. He told us that XPEL worked extra hard to ensure things went smoothly as they were a fairly new company and were working hard to ensure they built a good name for themselves. In the end, words mean nothing if there is action behind them. If XPEL changes their position and we come to some sort of resolution with them we will update this review. We are hopeful but not over-convinced anything positive will come about with XPEL.