ComplaintsforGlobal Auto Transportation

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $3095 to have my car shipped from ******** to ********. Global Auto Transportation was the facilitator who was supposed to keep me informed of my cars shipping progress each step of the way. I dropped my car off at ****************************** provided me a shipping tracker and superb customer service. ********************** Auto told me all I needed was my ID and reservation which wasnt true. ****** required other documentation but luckily I had arrived to drop off my car a day earlier and the customer service agents allowed me to scan my documents in. However, from there everything went downhill. I was never notified when my car was picked up from the port in **********, never notified of the shipping company who was taking it from ********** to ********, never provided a tracking number or link, never provided an order confirmation with the trucking carrier, and never informed of the date of delivery. I randomly received a call from the truck driver (who could have been anyone) who pushed back the delivery date and time 4 times, giving me less than a 12 hour notice. When I called **** at Global Auto, he had the audacity to suggest I take a day off work to pick up my vehicle when I paid for door to door delivery. To forgo a days salary. Finally was able to get the driver to schedule a time that wasnt from **** am as that is when normally people work. Went to pick up the vehicle at 11:30 pm, almost midnight. When unloading the vehicles, the driver was unloading them one by one and crashed the first vehicles bumper. (The white ******** **** pictured) He clearly doesnt know what he is doing. The whole process took more than 2 hours of waiting. Almost 1 am by the time this is finished. Called **** at 11:30 and no answer. I have no idea what company the driver even works for. Potentially *********** because thats what was written on the side of the truck. Said he did not have a bill of lading or any kind of receipt. He said hed call his manager but no answer. Horrific.

  

  Business response

  07/27/2023

  Dear All,
  

  We contacted the customer informing her of the vehicles arrival in ********** and that a driver would be assigned shortly to take the vehicle the remainder of the way to ********. Once the driver for WETRANS *** was assigned, he was informed to contact the customer at his earliest convenience to inform her of his estimated arrival date. He failed to do so right away but instead called while in transit somewhere between pick up and drop off. The driver also ran into some delays that were out of his control, that caused him to be late and to continuously change his estimated drop off time. 
  

  Due to the drop off address being a cul de sac, the driver was not going to be able to drop it at her exact address or the adjoining street. We tried to negotiate to meet at an address nearby but the customer was unwilling to compromise, stating that she paid for door to door service and that is what she was getting. She continued to be uncooperative with the drop off times also. Drivers face delays all the time, however he continued to keep the customer informed while on approach. The customers claim that we suggested that she or her parents take a day off is a complete exaggeration. When the driver originally proposed a drop off between 8am and 10am, the customer informed us that everyone was working and that time would not work. We asked if it would be possible for someone to meet the driver early morning and perhaps return to work after or go in a little later. After some back and forth, the driver informed me that if the customer was "ok" with a late in the evening drop off he could deliver between 8pm and 10pm. This is obviously much later then all other regular drop offs so we asked the customer if that was "ok" and they agreed. It was at this time we left the office for the evening, trusting that the drop off would continue as planned. The next morning however we received a call from the customer informing us that by the time the driver arrived and unloaded the vehicle it was closer to 1am in the morning. We called WETRANS *** to get a full understanding of what happened, and according to ******* the customer and her parents (who were also present at the time of vehicle being unloaded) proceeded to shout and verbally abuse the driver throughout the entire unloading process and were extremely rude.
  

  Customer response

  07/31/2023

   
  Complaint: 20319775
  
  I am rejecting this response because: a) my parents do not even speak English so there is no way for them to have verbally abused the driver or even shout. They are polite, quiet, and respectful so clearly they are trying to create a false narrative. Have also repeatedly asked for information on how to submit an insurance claim and all I received was a botched pdf with no context. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/02/2023

  We have responded to the customer with detailed information, and we are not going to go back and forth on this any more. Thanks.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Global Transportation to transport a car from *******, ** to ******, ** and paid the $395.00 deposit. No driver ever showed up on the contracted pick up date and no call was made explaining why. I called and texted **** at Global twice, to included a request of my refund and he does not answer his calls, return calls or respond to texts. I am seeking a refund of my deposit as no service was ever delivered and I am alerting future customers to this company's questionable business practices.

  

  Business response

  02/16/2023

  Hello *****,

  We are so sorry for the inconvenience. We have been having serious issues with our billing system for a couple of weeks. Your deposit will be refunded ASAP. I will send you confirmation, as soon as it is done. Sorry again.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had reached out to Global Transportation Solutions to deliver a car *************. GTS was the entity who chose the driver to make this delivery NOT me. The car was picked up on time, however, when the driver got **************** he A) did not ask where to put the car and just left it in the middle of the road blocking the road causing the cops to come and b) when he left, he damaged the neighboring properties grass and broke the sidewalk. The cops were involved and called GTS and they took no responsibility. I then called and asked if they were going to offer any type of refund to me or anything for all of the trouble and the headaches the driver caused. They refused to take any responsibility and told me it was all the driver and they had absolutely nothing to do with anything. While, I get the driver did the damage, they were the company who chose the driver. I attempted to explain that and the manager continued to talk over me. I left him know I would call the *** and explain the horrible customer service I was given and he told me that now I was blackmailing him. The company refused to take any responsibility at all and did nothing at all for me as the customer. It was the worst customer service I ever received as they said they did their part perfect and there is nothing they can do. I will NEVER use this company again and do not recommend them to anyone ever! If looking for another company, chose someone else as they look the other way when something negative happens and won't do anything to rectify the situation. I did not want to have to write a report but the way I was treated by this company, no one should experience that amount of rudeness and lack of professionalism and customer service.

  

  Business response

  09/08/2022

  Business Response /* (1000, 5, 2022/08/31) */ Hello *******, We want to apologize for any inconvenience you had to face during this transportation process. The driver assigned to the transport has already spoken to you regarding this matter and has personally assured us that his insurance will be taking care of the damages. If not, he is willing to pay himself to rectify the situation. As for the compensation and refund you asked of us, we explained to you that even though we had hired the driver to transport this vehicle for you, it is his responsibility and his insurance that has to take care, if any damages caused during the transportation. This was what was communicated to you by both the agent and the manager. As of 08/31/2022 the agent spoke to the driver who said that everything was sorted out with you. Thanks. Consumer Response /* (2000, 8, 2022/09/02) */ I wanted to provide an update. The DRIVER reached out to me and took full responsibility for what happened as far as the car and the property was concerned. He did what he could to rectify the situation and apologized. I appreciate that from him. I want to be clear, my issue was not with the driver at all. It was with the poor customer service I received when I called GAT. That is truly where my complaints is. The driver should not lose any business from this ad accidents and things happen. However, I would hope that GAT learns better customer service and people skills!

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Global to transport a vehicle from Snowmass Village, CO to East Hampton, NY. When their selected carrier arrived to pick-up the vehicle, he damaged the auto, denting and paint removal areas of the station wagon rear lift gate. We took pictures of damage immediately and driver acknowledged via text. Upon delivery, the driver first left the auto at the wrong address, upon our receiving it, we examined all damage again, asked for insurance from Global, and they provided a Progressive policy for the carrier that is not valid. The carrier denied to Progressive they even picked-up the car, and then Progressive got them to acknowledge it upon review of the texts. Progressive says they have multiple complaints currently against this company but that this driver is not covered under the policy. We took auto to a Progressive approved/suggested auto body shop, got written estimate for repairs, and have sent to Global and the driver. Both have denied any responsibility in paying the repair, driver said he would come out to delivery address and do the repairs himself. We said no, we are taking to an auto body shop (repairs are significant) and again sent estimate. Global refuses to do anything or take any responsibily, saying "all we have to do is provide the insurance info, if it is not valid, that's not our issue". Yet we have a contract with Global, Global is the charge in our credit card, and they are our only contact for this service.

  

  Business response

  08/12/2022

  Business Response /* (1000, 8, 2022/07/29) */ Dear ********, We are so sorry for the inconvenience. We are actively working on your case to get the best solution for you. Sorry again, and thank you for understanding.

• Initial Complaint

  01/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked global auto transportation to have my car transported on December 13, 2021 but had to cancel December 15, 2021. I was told it was 'no problem' and the $325 down payment would be refunded when the billing department arrived and that it would take 5-7 business days. I booked transportation for my vehicle on December 23rd and discussed the $325 which hadn't been returned. ***** said he would get back to me and explained they were having many problems due to the busy holiday season. I was shocked when I was charged another fee, $195, when my car was in transport instead of global auto transportation using the $325 fee they had already collected and hadn't returned yet. From what I understand and what I was told, they charge the fee before they can put the car up for a transport company to pick up the bid. When I booked the second time they didn't collect the deposit or charge me until the car was actually picked up. I would like my $325 back from this company. I've called many times and received several different excuses, the returns department opens late or they're out of the office, the computers were down, bad employees, so many excuses until ***** stopped returning my calls all together. I'd like the $325 deposit refunded as promised.

  

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2022/02/08) */ Customer has been refunded. Consumer Response /* (2000, 8, 2022/02/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) After two months of trying to get a refund, and receiving many excuses as to why the refund was taking longer than five business days expected, and after being ignored through email and text messages sent to James at Global Auto, I have received my refund. I will not do business with this company ever again. I wish I had read the reviews from previous customer with same complaint. Why this company would want to lose customers this way is beyond me. Thank you for your help with this BBB.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have contacted this business several times between october 21 2021 to november 16 2021 requesting a refund for a deposit to a shipment that was cancelled october 21. I was told that they had to hire a new booker but that my refund would be processed. I inquired through email several times about how long it would take to process, to which they never replied to either email.. I then proceeded to follow up by phone, which i was told that they would process the refund each time. One rep stated processing times of 3-5 days. Another stated 7-10 business days. It is now December 2 2021 and i still haven't received a refund even after being told several times that they have or will process it. I'd just like my deposit refunded.

  

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/21) */ Customer has been refunded now. We sincerely apologize for the delay. Consumer Response /* (2000, 7, 2021/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I scheduled to have my car picked up and dropped off in******************** from *********** ********** and currently as I am writing this complaint the carrier assigned by Global Auto (******* Auto Transportation) is 12 days late. I'm beginning to wonder if I'm ever going to receive my car even though Global Auto has already received a 475 deposit and their carrier has received half of the **** dollar delivery fee. On a daily basis the driver tells me "probably tomorrow and I'll keep you posted." Initially they were already two days late when they had a transmission break down 300 miles from the destination about five days later the drivers decided to fly back to ********** and pick up the other truck and drive it across the country again pick up the vehicles on their broken down truck. As they were leaving ********** the driver told me he thinks he could be there by Friday, well here I am on Monday the next week and I still have no idea when I'm going to get my car.

  

  Business response

  01/13/2022

  Business Response /* (1000, 8, 2021/12/08) */ Dear ******, we are so sorry for the inconvenience. This is a business on wheels, and we can't guarantee any date for pick up and delivery, due to the weather, truck condition, road conditions and a lot of other reasons. The car was delivered on November 30th, per our records. Again, sorry for the inconvenience. Thanks for the patience.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/19/2021 I signed a contract with Global Auto Trans. to pick up a new car I just purchased from dealership in ********** ***** I paid an initial $350 with an additional $**** due upon delivery of said car. Unfortunately the financing for said car fell through and dealership made arraingment with auto transport company without my permission to return vehicle while vehicle was enroute back to point of origin instead of the agreed contract delivery point in **********. All of this was done without my consent or knowledge, until after vehicle was returned. My grievance is that i should have my $350 initial deposit ******** to me because Global Auto Trans is in breach of contract with me the purchasing/paying party. Global Auto did not have a contract with Northgate Jeep dealership to deliver the vehicle back to them, but had an obligation to inform and gain permission in writing from me the contractor purchaser. By them acting on their own, ******* me from ********** with ***********

  

  Business response

  08/27/2021

  Consumer Response /* (2000, 5, 2021/08/27) */ Hello in regards to case number ******, I Dennis Martinez the complainer, i request that the case be closed asap. The matter is promised to be resolved to my satisfaction per Ben at Global Auto Transportation. I thank you (BBB) very much for your involvement in this matter.

• Initial Complaint

  06/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The order was placed June 2020, desired transportation date was December 2020. The agent **** told me that I can change my date any time. Due to covid, the date needs to be delayed to August 2021 (1st time of change of date, happened Jan 2021). Then due to the schedule of my sender, the date is then changed to June 2021 (2nd change of date, happened May 2021). Agent **** has set up a three-day pickup window. My sender was not notified by the driver until 2 hours ahead of pickup time and he was unfortunately occupied. When the sender asked the driver for consequence, the driver just said company would send another driver. However, my order then got cancelled without refund of deposit for the reason that I am wasting their time. I accept three solutions: Show me where the contract says the company can cancel the order if the customer make more than 3 changes. OR Show me the warning/note from the driver/agent that my order will be cancelled if the sender missed that pickup. OR Refund.

  

  Business response

  06/10/2021

  Business Response /* (1000, 5, 2021/06/10) */ *** ***** originally placed his order with our company to transport his vehicle in June 2020. Then he rescheduled the order to August 2020 and once more in December 2020. He then rescheduled the order again in June of 2021 and we were able to schedule a pick up date with him. We coordinated the pick up date with him and made certain the car would be able to be picked up on the scheduled date. The driver called **. *****'s point of contact 2 hours before to schedule a time with them on the scheduled date, the contact told the driver they were occupied and the car could not be picked up, even though that was our scheduled date. The entire point of scheduling a pick up date is so the responsible parties make sure they are available. We not only coordinated with **. ***** for his vehicle to be picked up in June 2021, but spent countless hours working on every single one of his other orders that he cancelled/rescheduled. **. ***** is claiming one of our agents told him he can change his date at any time but that is not accurate information. It states in our terms and conditions "The deposit placed through Global Auto Transportation is refundable to shipper in the event the shipper cancels the order and at the time of cancellation no carrier had been assigned to that order." However, in this case **. ***** did not cancel or reschedule his order before a carrier was assigned to him. The carrier/driver was assigned and got into contact to transport the vehicle but was turned away because **. ***** and his sender weren't available. The whole point of coordinating pick up dates is to assure we can send carriers/drivers out at the correct time to service our customers. Our carriers and drivers aren't available on a whim, this is a business that is essentially on wheels. Carriers/Drivers are constantly on the move picking up different cars for transport which is why we spend so much time coordinating dates. Considering **. ***** was not charged anything for cancelling/rescheduling any of his previous orders because he cancelled/rescheduled them before a carrier/driver was assigned, however, in this case a carrier/driver was already assigned and arrived to the area to pick up the car. Driver's spend their time, fuel, and labor to drive to the pick up address to pick up the vehicle. After no one was available at the scheduled pick up location and date the order was cancelled. Because it was cancelled when the carrier/driver was already placed, the deposit amount was kept. Our company was as helpful as possible and accepted **. *****'s cancelled/rescheduled orders without default, and even after cancelling/rescheduling with us many times, we were more than happy to assist him with the final vehicle transportation. By submitting his payment with us, **. ***** agreed to our terms and conditions, which includes "The deposit placed through Global Auto Transportation is refundable to shipper in the event the shipper cancels the order and at the time of cancellation no carrier had been assigned to that order." Because of the information provided above, we will not be refunding **. ***** his deposit. Consumer Response /* (3000, 7, 2021/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. I do understand the condition for not refunding.And I knew I had brought trouble when I changed the dates; hoping to pay for the time the business spent, I didn't cancel my order, even when the company raise the price. Other companies are charging less rate and I am sticking with you guys for what? But now I am charged for changing dates? As stated by agent ****, with record, HE WAS CANCELLING MY ORDER for changing too many time rather than the shipper's cancelation. 2. Moreover, as above, I didn't cancel my order, not as in the term, "...the shipper cancels the order..."; it's either cancelled by your agent or auto-cancelation.Therefore, please show the terms for "agent cancellation" or "auto cancellation" without refund. 3. Again, the driver or agent didn't mention a cancelation of order for failing pickup; the sender was informed that another driver would call him. The sender misunderstood that another driver would do the pickup in the same window. 4. The sender missed the pickup due to no heads-up. As agreed by the previous reply, the only heads-up was the driver's call 2 hours before his desired pickup time. The only info I got, and transferred to the sender was "a driver has been assigned and will contact you soon", without specific dates or contact information of the driver. You are hoping your customer available for pickup 24/7 in the three day window? 5. I have consulted several peer companies in the same industry. All of those companies said they would ask the driver to hold or rearrange in this condition. My current company sent detailed pick-up info including a specific date, driver's company, name and phone, 24 hrs ahead of pickup. Business Response /* (4000, 17, 2022/02/10) */ Our response remains the same. Thank you. Please close this matter. Consumer Response /* (2000, 19, 2022/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Since the case can't be resolved at all, I am willing to mark the case as resolved to avoid interruption.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩