Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** quoted me $680 by text to ship my auto from ***** ** to ******* **. Then they said it would be $199 more than that. When the day before the 5 day window for shipping arrived (Dec 11th,2023) there was no communication for four days. Finally they returned my calls but said that they could find me a shipper, but it would be $ 1200. Then they said they could find me a shipper for my car on Saturday 12/16/23, after my flight to ******* for $1100. They said that that was the best they could do. (Where were they three days earlier.?)

  Business Response

  Date: 03/05/2024

  According to the Contract we need up to 5 business days to arrange the pick up after the customer's first pick up day. As the first pick up day was December 12th we found a carrier for the customer within two days after the first available pick up day.The Order was dispatched to the carrier on the third available pick up day December 14th with the estimated pick up day December 16th. Carriers depend on the traffic, on other pick *** and deliveries so the pick up and delivery days are always estimated. As for the price, the Order was dispatched to the carrier for 900$ carrier fee. We are a broker company and we are checking with all of the carriers in the area and trying to find an available spot for the car for the best price. Sometimes prices are getting higher because of demand on certain days. We cannot influence the prices but we have to let the customer know if there is an available carrier on the route regardless of the driver's rate. And only the customer decides whether to accept the rate or decline. If something does not work for the customer we do not dispatch the Order. After dispatching we always send an email to the customer with all carrier's information, payment and dates of pick up and delivery.

• Initial Complaint

  Date:02/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  actively misinforming public through advertising one price, then charges another. quote claims "NO Upfront ***'s or Charges NO Money Down" then charges exorbitant booking fees. upon further inspection, it seems others have had very similar. i'm writing to be another voice so someone doesnt fall for this again.

  Business Response

  Date: 03/07/2024

  Hello ****, thank you for your feedback. We really appreciate it as it helps to improve our services on a daily basis.Our main goal is to deliver the 1st class service to our customers. And we've been doing it for quite a while now. Please note that our quote shows the 'price to ship a car on Open carrier' as it SAYS on the quote which literally means it is the carrier fee. Please note that our policies, terms, and conditions are always available for our customers to get familiar with BEFORE signing the contract, and item ************************************************************************* the quoted price. We don't have any upfront or hidden fees, this is what sets us apart from other companies that charge you right away when you book. The booking fee is charged only after the transportation is scheduled and after the car is picked up. All of this information is stated in the Terms and Conditions which are open to all of the customers to check before signing. 

• Initial Complaint

  Date:07/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in reference to Order #******* This involved the shipping of my 2010 Mini ****** vehicle from Astoria, ** to ****************, **. I received the online booking quote which clearly and in bold letters indicated a flat rate of $550. I have attached a screenshot indicating this email.Once booked and TMSHIPPING LLC received my credit card information, they immediately charged me and additional $199 service or booking fee. This increased the total to $750. This was not indicated anywhere in the emails prior to booking and I was only made aware of this in the fine print after placing and booking the order. I emailed **** and explained the situation that this was both deceptive and misleading and I would never have placed the order if I was made aware of the total being $200 more than the initial email quote. I informed **** by email to cancel this order as I was not paying $750 when I already had multiple offers which were inclusive of all fees from other brokers for much cheaper. Despite this they charged me $150 cancellation fee and refunded only $49. This is extremely unfair, and I immediately contacted my credit card company to both complain and file a dispute. I would like a refund of the remaining amount of $150 as **** and TMSHIPPING are deceptive and inconsiderate of a customers budget during a move across several states.

  Business Response

  Date: 08/11/2023

  Hello *******, we appreciate your feedback. Our company has been in business for a number of years and we've been delivering the best transportation service to all of our clients for a number of years now. Our customers are our number 1 priority. We always keep in touch with our customers. We transport more than **** vehicles a month and even when a large overload of calls may occur, our representative will call back within 5 minutes. Our quote shows the 'price to ship a car on Open carrier' as it SAYS on the quote which literally means it is the carrier fee. We do not have any upfront or hidden fees. The booking fee is charged only after your vehicle is loaded on the truck, only after our service is provided. This is what sets us apart from other companies. Please note that our policies, terms, and conditions are always available for our customers to get familiar with BEFORE signing the contract, and item ************************************************************************* the quoted price. The booking fee is written in BOLD letters right near the line where you filled out your credit card information, it is impossible not to see. We have not charged the booking fee to your card because you canceled the order before we had a chance to pick up your car. ONLY the cancelation fee of $150 was charged to your card according to item 17 of the contract that was signed by you. Unfortunately, we've had some customers like you that canceled the order after they received the driver's contact details and still wanted to use our carrier directly without paying the booking fee. For this matter there is a cancellation policy. 

  
  

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20362700
  
  I am rejecting this response because:

  I was not informed at all about the additional $199 broker fee in addition to the original quote of $550.  That is incorrect and misleading.  I completed the online form and received a quote as per the attachment email which clearly ONLY stated the $550 quote to ship my car.  This quote was competitively priced. and in line with other quotes, I received at the time from other brokers.  None of the other brokers charged a hidden additional broker fee on top of the original quote.  I have attached images from my email of additional quotes received from other brokers.  When I contacted those brokers none of them charged any additional hidden broker fee.  All fees were already included in the initial quote.  That is the standard from brokers in the auto shipping industry.  

  In addition, according to their own policy in the contract, the broker fee would only be charged when the client's vehicle was picked up. This was stated in item #5 of their contract. My vehicle was never picked up and yet TMShipping charged me the booking fee even after I informed them, I wish to cancel due to the booking fee. As such, they also broke their own policy rules and contract as I should never have been charged since I cancelled, and my vehicle was never picked up.

  As such, I emailed and cancelled the order on July 17, 2023. TMShipping then charged me the cancellation fee on the next day, July 18th.  The vehicle was never picked up but I was still charged the broker fee.  

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is actively trying to deceive people. Has a fraudulent system, says I signed a contract. I signed nothing! Was quoted price of $210 they tbilled $157 deposit before car pick up, tried to say total is now $367. Nowhere in any email does it say that. All emails say $210. Ive never signed any contract. They refuse to answer phone, *** also reported to ******* attorney general and my bank for fraud. Only time I ever did get someone on the phone she kept saying I signed a contract. I want to be clear I did not. This is fraud. I informed her of that and she refused to do anything.

  Business Response

  Date: 03/09/2023

  Dear Mr. *****, thank you for your feedback. I'm attaching a copy of the contract that you signed with us for BBB to review. Kindly please note that the carrier and our company are 2 different companies. Our quote shows the 'price to ship a car on Open carrier' as it says on the quote. We do not have any upfront or hidden fees. The booking fee is stated in the contract in bold print right next to where you input your credit card information. It is not charged upfont, only after the car gets picked up - after the service is provided. Please note that all terms and conditions are always available for our customers to get familiar with BEFORE signing the contract and item ************************************************************************* the quoted price.You signed a contract with us to transport your vehicle and we have scheduled a carrier for you that you confirmed. After receiving the carrier information in your email you decided to cancel the order with us and still use our carrier directly.  Best regards, TMShipping LLC

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19505169
  
  I am rejecting this response because:
  This company is committing fraud. I never signed any contract with this company. Per their own response to you they say they dont charge until car picked up, yet they did in fact charge me and car was never picked up. I had to contact another shipper to eventually have the car shipped.

   

  again they lie, steal, and committing fraud.
  Sincerely,
  
  *************************

  Business Response

  Date: 03/14/2023

  The customer's card was only charged for the cancelation fee according to item 17 of the shipping agreement after ************** has received the driver's details in the email and decided to cancel the order and still use our carrier. The booking fee was never charged. The receipt is attached.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19505169
  
  I am rejecting this response because:
  I never signed a contract. This company is a fraud and dishonest. They stole $150 and did nothing in return. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/26/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was quoted $1120 on 08/02/22 for shipment from ** to CA.with a first available date was 08/09/22. Was told pick up would be within 3 days. When the 3 days past was told they have 5 days They ended up offering DJO Trucking for $1850 a 65% increase in price.We were left with no choice due to their delay..Pickup date was now 08/16/22 and delivery was 08/24/22. This company was totally dishonest with their communication and delays.They are responsible to honor their quote given, They don't answer their phones.They should not be in business.Call if I can answer any additional questions.*************************

  Business Response

  Date: 09/07/2022

  Dear *************************, thank you for your feedback. Your feedback is very important to us, it helps us to improve our services on a daily basis. We are very sorry to hear that you were not satisfied with the transportation. We apologize that the price went up but this can happen only in 5% of all cases. As we have already informed you the scheduled truck that was assigned to pick up your car has broken down and therefore could not come. We were forced to urgently look for another carrier. Unfortunately, due to the high truck demand on the route and the high season at that moment, another driver has raised the price. We have sent you all the offers that came from carriers. Please kindly note that we never assign a carrier without a customer's confirmation. You did approve one of the offers from the new carriers in writing. We have assigned the new carrier and he safely delivered your vehicle to the destination. Please note that our company did it absolutely free of charge from our side. You paid only the carrier's fee  directly to the driver on delivery. We would like to remind you that we are a brokerage company and you should understand that we don't have any influence on the drivers' fee, carriers dictate it. But at the same time, in 95% of cases, your price does not change. And we are proud of this result. Your personal assistant was constantly in touch with you by email and by phone. Also, you always have the opportunity to call our toll-free line and get an answer to any of your questions. You've received a lot of offers from dozens of brokerage companies and you can always make a choice if you do not like certain conditions or price. But you should know that all brokers work in the same system and our company has found you a replacement carrier at the most affordable price at the moment. We would like to draw your attention to the fact that no other company would offer you a lower price. Moreover, we want to emphasize that no other company would do it for free on its part like we did. Also, our company will provide you a 50% discount on our services for your next shipment. If you have any further questions please do not hesitate to contact us directly.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17778566
  
  I am rejecting this response because:

  1) I was never informed that a truck broke down..

  2) i am not interested in hearing you were having difficulty finding another truck and what you state as your success rate.( this is your business)

  3) I only confirmed the carrier because you did not meet either the 3 day ( and then was told 5 day) window you all committed to with a written quoted price.

  4) How do I know you did it free of charge and you did not receive a fee from the trucking company ?

  5)  My price did change with a increase of over 65% from your quote of $1120.00  which you did not honor. You claim it was affordable if so credit me the difference of $730.00

  6) My personal assistant as you say, never called me only texted me. Ever conversation we had was from my calling your company.

    What good is a written quote from you all?  You should be ashamed of the response you sent.
  

  Sincerely,
  
  *************************

  Business Response

  Date: 09/22/2022

  Dear *************************, thank you very much for your response. It is truly very important to us.
  As an addition to our answer, we would like to provide you with a $300 credit on our commission for your future transportation. Thanks again and best regards, TMShipping LLC