ComplaintsforNexus Auto Transport

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked in January a round trip Pick up an delivery of my vehicle From ********* to *******, then ******* to *********. I was quoted and locked in the price of $1,900. The first leg went perfect. The return was a nightmare. They did not pick up the car on the day they said they would after I had contacted them 3 times prior to the date. I kept getting reassured they would pick it up without a problem. They finally called on the day of pickup and said that it would cost me $300 dollars more. I said that was unacceptable my quote was locked in at $1900 or $950 each way. They said they would keep trying. I informed that I leave at 5:35 the next morning that you need to get this today. At 6:00 I got a phone call and they said they could not find a driver. I said they should eat the extra cost and honor their quote. They refused my car did not get pick up for two more days. I had to make arrangements with one of the neighbors to take my are to the pick up point and I had to pay another $350 to get my car. I had no choice they would not honor the pick up day or the price. I needed my car so I paid the extra money.

  

  Business response

  04/23/2024

  Upon checking our internal records, we have found out the following:

  Nexus Auto Transport quoted the customer a certain amount to ********************** his vehicle from **************, ** to *******, **. The said price was based on our internal data and the historical evidence of the route. It was the price carrier's requested in the past on this route, for the vehicle of the customers size.

  However, an unexpected and unpredictable shortage of drivers occurred on this route at the time of the customer's pick up window. ********************** did find an interested carrier to pick up the customer's vehicle, but their asking price was slightly higher than what the carrier's typically request on this route. Nexus team members negotiated to bring the price down and when we reached the carrier's lowest acceptable price, we contacted the customer to inform him about the offer.

  As a transparent company, whenever a carrier company is willing to negotiate the price with the customer by offering a slightly higher price (or in some instances even lower price) we are obliged to present that offer and to check if both parties are agreeing to it.

  The customer accepted the offer and therefore agreed to new terms of cooperation. Nexus Auto Transport arranged and dispatched a carrier that successfully picked up and delivered the vehicle. As a broker company, we do not have a way to decide anything on our customer's behalf or to influence their own decisions. The customer had an option to reject the offer that was presented to him. In that case, Nexus would have continued with their work until they have a driver assigned for the quoted price.

  To summarize, Nexus Auto Transport has no way to make the customer accept any offer or pay any price without his direct and explicit consent.We would, however, like to thank our respected customer for his patience in this process and we would like to apologize for any inconvenience caused.

  Kind Regards,
  Nexus Team

• Initial Complaint

  03/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  3/14/2024 Paid $1,869.00 for order #******-YS with a pick up 3/21 in ******* and delivery 3/30 in **********. Received email with carrier contact information and confirmation/receipt for services.3/28/2024 - 8:17p-called Nexus to see if they had info on delivery. Was told that they would check with transport company and call first thing in the morning.3/29/2024 - 12:09p-Called Nexus for an update since I didnt receive call as promised. Verified delivery date 3/30.-12:25p-Called Nexus back and told them what I was told by manager {Called **************** LLC and said delivery 4/3-4/4. He said the driver got sick and they had to send another driver.}. She said someone was on the phone with the transport company and someone would call me back.-12:36p-Got call back from Nexus. She apologized for the delivery delay and said she could refund $100. I expressed concerns about no communication, no other arrangements made, would be in ********** for 6 days without vehicle and personal items. She said that she was looking into all of it. I told her I would escalate the issue and wanted to know who I should talk to other than the BBB. She said she was a supervisor and ensured that she was working diligently to figure it out. She said that she would stay in contact with the transport company to apply pressure to get the car delivered quicker. She assured me that she would call me back later in the evening with an update and daily as she would call them daily for an update.-7:26P-Nexus called and said no update available because company was closed. Said that they would call the transport company in the morning around 8a-9a and then call me. 3/30/2024 - Received no call from Nexus.

  

  Business response

  04/02/2024

  We do thank our customer for getting in touch with us.
  
  Nexus Auto Transport team members are actively communicating with the trucker and providing transit updates on a daily basis to our customer and will keep doing the same until the vehicle is delivered to its destination.
  
  We do want to apologize to our customer for the inconvenience because of this delay and the customer will be offered a discount. 
  
  The amount of discount will be discussed with the customer directly (or through ********************* as soon as the vehicle gets delivered. 
  
  Once again, we do apologize for the inconvenience but as a company that cares about its customer and understands their needs - we will do our best to get this unpleasant situation resolved. 
  
  

   

  Kind Regards, 
  Nexus Team

  Customer response

  04/09/2024

   
  Complaint: 21509398
  
  I am rejecting this response because:

   

  The offers that I received starting at $100 and ending at $300 are unacceptable. The late delivery costed us more than $1,000 not including my time making and taking phone calls. The lease for the apartment rented at the delivery address was based on the 3/30 delivery date. Had we known that the delivery would not have been until APRIL 5TH then the amount to move in would have been less. That in itself was $800 unnecessarily spent. The flight was more expensive based on the arrival date. Again had APRIL 5Th been the scheduled delivery then the flight would have been less costly. Then there's the items that had to be purchased since they were in the vehicle being transported and also the Uber fees for transportation all because the delivery was six days late and no fault of ours.  Also note that there were multiple delivery dates provided: 1) 3rd or 4th, 2) 4th, 3) 4th or 5th, 4) 5th. It was impossible to schedule anything that needed to be done related to getting things situated for a new dwelling (pick up utility equipment, errands, etc...) that required either items in the vehicle being transported or transportation to and from locations. The vehicle was being transported from ******* across the country to Washington. The vehicle did not leave ******* until 3/28. For seven days the vehicle sat 1h:50m away in ******, **. So the above stated $1,000 does not take into consideration the transportation fees for local driving since the vehicle was not in our possession and instead less than two hours away when it could've been kept and used at home.

  In my conversations with ******, Deputy Manager, I was consistently told that the carrier that THEY chose was not willing to give any credits. I'm not looking for credits from the carrier since I had the agreement with and paid Nexus. I have asked on multiple occasions for contact information for corporate or anyone that handles escalations above Deputy Manager. I was once told by ****** that she would get a message to the manager but later advised that the manager would not be able to do anything more than a $300 credit nor was s/he accepting calls. I was also told that the ** and the owner were not accepting calls. I asked for an email address and was provided the same email address that I had sent correspondence to on 3/30/24. ****** told me that she did see any emails, would look into it, and get back with me (that was 4/5/24) and I have heard nothing back on the matter nor have I received a response to the email.

  The lack of communication is unacceptable. The failure of Nexus to take ownership of the situation and to come to a reasonable resolution is also unacceptable. There was not consistent updates until I filed a complaint with the BBB which is absurd. It should not take an escalation to the BBB to prompt an outreach by the company who has already been paid in full for services under an agreement and that stated agreement was not upheld by the receiver of the funds. We did our part. We scheduled as we were told to. We paid as we were expected to. The expectations of us, the consumer, is that the company would uphold the agreement which was not achieved.

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

  

  Business response

  04/12/2024

  We do thank our customer for getting back to us.
  
  
  Once again, we do apologize for the inconvenience caused by the delay in the delivery of the customer's vehicle and we appreciate her patience in this process.
  
  Upon checking the official document (Bill of Lading) provided by the carrier company, the vehicle was picked up and successfully delivered.
  Keeping in mind it took a little longer than expected, Nexus Auto Transport has already offered a discount to our customer which she has respectfully rejected.
  
  Our team members were providing daily transit updates to the customer and kept her informed on the progress.
  Transportation services are subject to delays caused by numerous factors prior to or during transport of a vehicle, many of which are out of the control of Nexus Auto Transport and the Carrier.
  Therefore, neither Nexus Auto Transport nor Carrier guarantee pick up or delivery dates, times or location.
  
  As indicated in our previous response to the Better Business Bureau, our customer has been receiving updates on a daily basis (sometimes even twice per day) and she was also offered compensation for the inconvenience caused in the amount of $300 which represents more than 15% of the full rate.
  
  We are also sharing the link for further reading if the customer wants to know more about the Terms and Conditions of the service which represent legally binding agreement between Nexus AT LLC and a customer: ******************************************************
  
  Kind Regards, 
  Nexus Team

  Customer response

  04/16/2024

   
  Complaint: 21509398
  
  I am rejecting this response because:

  While the date of delivery is "subject to change" per the Terms and Conditions: "Transportation services are subject to delays caused by numerous factors prior to or during transport of your Vehicle, many of which are out of the control of Nexus Auto Transport and the Carrier, including, without limitation, road conditions, weather, and mechanical issues. Therefore, neither Nexus Auto Transport nor Carrier guarantee Pickup/Delivery dates, times, or locations. Any estimate of Pickup/Delivery date, time, or location that is provided to you by Nexus Auto Transport or Carrier is approximate and subject to change." there was no communication of the change. The carrier's driver was ill and the vehicle did not leave our state for eight days. We were not notified of the update on the delivery. On March 29th, the day before the expected delivery, I called the carrier directly for an update and to coordinate the pick up time and location and was told then that the vehicle was still in our home state, a couple of hours away from our home, and not yet in transit due to the carrier having to retain a new driver because the original driver was ill. 
  

  When I reached out to Nexus I was told repeatedly that they had reached out to the carrier and waiting for a returned call; however, when I called the carrier directly I was able to successfully speak to dispatch. I did not receive returned calls from Nexus until I filed a complaint with the BBB. When I contacted Nexus I was told, on a recorded line, that it was standard practice for the carrier to notify Nexus in the event that a delay would occur and Nexus was unsure as to why the communication did not occur.  

  Having no access to our vehicle for the days that it sat near our home is unreasonable. It is also unreasonable that no communication was provided by Nexus (who received payment for services in full at time of booking confirmation) to the delivery date change. Additionally, it is unreasonable that the delay of the delivery was six days. The delay was not due to "road conditions, weather, and mechanical issues" rather it was due to a driver's illness. Poor planning and lack of communication resulted in financial hardship. Had Nexus practiced planning and communication then a couple of options could have occured: 1) I could have secured a different transport company or 2) Nexus could have secured a different carrier both of these options would have resulted in a quicker delivery than the current being six days after agreed upon.

  Aside from the delivery issue there is still the issue of being denied contact information for the General Manager and/or owner. I asked multiple times on a way to contact corporate and all I was provided was an email address. On April 5, 2024, during one of the calls (on a recorded line) I was provided the email address which I confirmed a few times. I told ******, Deputy Manager, that I had previously submitted a complaint to that email address on March 30, 2024. ****** stated that she did not see any emails and confirmed my email address which was the same on file. She said that she would look into it further and call me back with an update. I forwarded my original email from 3/30/24 to the same email address I sent it to originally as confirmed by Marina ******************************* on April 9,2024. As of the date and time of this submission I have not received a response to either email nor have I received the promised follow up from the call with ****** on 4/5/24.

  As a consumer, I should not have had to spend my time and energy calling both Nexus and the carrier for updates as well trying to resolve this dispute. The transportation of the vehicle was paid for with reasonable expectation that the delivery would be on or around March 30th. Again, the vehicle was out of my possession and unobtainable and unusable from the time it was picked up on the morning of March 21, 2024 until it was picked up for the trek to Washington on March 29,2024. It took the carrier a total of eight days to transport the vehicle; however the vehicle was not in my possession for 15 days making the vehicle inaccessible for nearly twice as many days as it took to make the trip from ******* to Washington. I'm certain that doubling the transportation time with no communication to me and Nexus' constant dismissal of their own accountability as well as denying me the opportunity to escalate and taking no further intrerest in resolving my complaint is unsatisfactory, to say the least.

  The $300 credit that was offered and rejected is not reasonable or a fair or market value. The $1,869 paid for transportation for eight days from ** to WA was a fair value; however that price for 15 days is not a fair value. 

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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 13, 2024, I got an agreement with Nexus that they would be delivering my truck from ***********, *****, to **************, ****. They provided me a quote for $1200.00 and guaranteed picked up on saturday at 4-5pm CT. However, the driver kept changing times multiple times and ended up getting the truck at 2am. Called me and woke me up. Terrible communication and confirmed it would be delivered monday for sure. However, didn't get delivered till 11am on tueaday. He told me multiple times monday with time changes and said for sure by midnight. I stayed up till 2am until i called the driver and he said he was sleeping and would be delivered in the morning. I would like to get compensated for my time since he charged 1500 total instead of 1200 when i was told. Im requesting $500 or $300 for my time and what I was told.

  

  Business response

  03/26/2024

  We do thank our customer for getting in touch with us.
  
  After checking our internal records, we have found out the following:
  
  The customer placed an order to ********************** his 2024 **** F-350 from ***********, ** to **************, **. 
  
  Nexus Auto Transport assigned a carrier company ****** Transport LLC and the customer's vehicle was picked up and successfully delivered. 
  
  We do apologize for the little delay and inconvenience that occurred, customers feedback will be used to improve the quality of our services in the future.
  
  Transportation services are subject to delays due to many factors that are outside of our and the carrier's control. 
  As a company that cares about its customers, we would like to offer a 5% discount for the inconvenience caused and we will be more than happy to refund it immediately after our respected customer contacts us or responds to the **********************. 
   
  For any other questions, we remain at customers disposal.
  
  
  Kind Regards, 
  Nexus Team
  
  

  Customer response

  03/26/2024

   
  Complaint: 21455513
  
  I am rejecting this response because I was quoted for $1,200.00 and I paid $1,500.00 for the delivery because the original driver "broke down" which I think was a way for the person to get more money. I'm requesting to be refunded $300.00 and not going to accept anything else. This is unfair for being quoted a lower amount and then all of sudden being increased when the truck didn't even get delivered in time that was promised. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/30/2024

  We do thank our customer for getting back to us.
  
  ********************** team members were actively working on getting a carrier assigned to transport customers vehicles and provided updates during the process.
  
  Since an unexpected and unpredictable shortage of carriers occurred on this route, Nexus Auto Transport did find an interested carrier to pick up the customer's vehicle that was willing to negotiate the price with the customer.
  ********************** team members have contacted the customer to inform him about an offer - whenever a carrier company is willing to negotiate the price with the customer by offering a slightly higher price (or in some instances even lower price) we are obliged to present that offer and to check if both parties are agreeing to it.
  
  
  An offer from the carrier company that was presented to the customer could have been ultimately rejected by the customer -in that case our team members would have continued with their work until they have a driver assigned for the quoted price.
  As a broker company, we do not have a way to decide instead of our customers or to influence their own decisions, as indicated earlier - the customer could have rejected the offer that was presented to him.
  
  In other words, Nexus Auto Transport has no way to make the customer accept any offer or  pay any price without his direct and explicit consent.
  
  Since the customer decided to accept the presented offer and agreed to new terms of cooperation, we have arranged and dispatched a carrier that successfully picked up and delivered the vehicle.
  
  
  As indicated in the previous response, we are happy to offer a 5% discount to the customer for the inconvenience caused and we do regret it if the customer is not willing to accept it.
  
  
  Kind Regards, 
  Nexus Team

  Customer response

  04/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please refund the 5 percent.

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

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My truck needed to get transferred from ********** to ************, *******. However the transport vehicle broke down. Never informed me of the status until I called because the truck was not delivered on time. When I called, they kept telling me that the vehicle will be fixed. The original date of the transport vehicle getting fixed was pushed back 4-5 times. My truck needed to go to the car dealership for a business transaction. I am not asking for the business transaction cost. They lied and lied about the delivery dates and they still haven't fixed the transport vehicle. I told them to release my truck to a different transport company so I can get my truck delivered with my own money. They refused. They are holding my truck as a hostage. It is my truck and they are refusing to release my truck to a different transport company.

  

  Business response

  02/14/2024

  Upon checking our internal records, we have found out the following:
  
  The customer placed an order to ********************** his 2020 **** F150R from ***********,** to ************, ** .
  
  Nexus Auto Transport assigned a carrier company Xpress Transport ******* which has picked up the vehicle and delivered it to the customer on the 13th of February.
  
  During the transit of the vehicle from ********** to *******, the carriers truck had a breakdown and the repair works took little longer than expected.
  As safety comes first, the carrier needs to be sure the truck is in perfect condition after the repair so they can deliver the customer's vehicle and other vehicles safely with no damages.
  Nexus Auto Transport maintained communication with the carrier and with our respected customer on the highest professional level and provided periodic updates based on the information received from the carrier.
  
  
  We do understand that this delay caused inconvenience and Nexus Auto Transport provided a 200$ discount.
  
  Nexus Auto Transport would like to thank our respected customer for his patience in this process and we would like to apologize for the inconvenience caused.
  
  Transportation services are subject to delays caused by numerous factors prior to or during transport, many of which are out of the control of Nexus Auto Transport and the Carrier,including, without limitation, road conditions, weather, and mechanical issues.
  
  By providing a discount and successful delivery of the customer's vehicle, we have already fulfilled the desired settlement proposal by the customer.
  
  For any other questions, we remain at customers disposal.
  
  
  Kind Regards, 
  Nexus Team

  Customer response

  02/14/2024

   
  Complaint: 21280713
  
  I am rejecting this response because: it was only $100 discount and said they would give another $100 discount IF and ONLY IF I would remove the bad review.  Also, they changed the payment plan without my consent from Credit card to cash or cashier's check.  This car needed to get to ************ in a week which they assured they will.  It took 14 days.  1 week more than they said it would originally.  I would want a full refund from them as well as a full apology letter from them.  
  They held my truck ( my car ) as a hostage to give them cash at the end.  This is not acceptable when I did not sign any consent that I would pay cash via Zelle.  This is unethical.  I even told them I would pay out of my own pocket to have the truck delivered from ***** to ************ using a different company.  No response from the Xpress transport company and Nexus Transport auto said no because they wanted to get paid.  This is not acceptable and I will write more bad reviews on ******* yelp and other sites.  This has been a nightmare.  
  Sincerely,
  
  Young Jun

  

  Business response

  02/21/2024

  We do thank our customer for getting back to us.
  
  The customers vehicle was delivered on the 13th of February and the customer received a discount in the amount of $200.
  The discount was provided unconditionally and in the spirit of good business relationship with the customer as well as a compensation because there was a 10 day delay in the delivery of the customer's vehicle.
  
  As indicated in the previous response, during the transit from ********** to ******* - the carriers truck broke down and the delivery took longer than expected.
  Our team members kept our customer updated until the vehicle got successfully delivered.
  
  The payment method was never changed - the order was set up as standard COD (Collect on Delivery)order and the customer was informed by email about available payment options and remaining balance on the 29th of January.
  
  Once again, we sincerely apologize for the inconvenience caused and we remain at customers disposal for any further questions and concerns. 
  
  
  Kind Regards, 
  Nexus Team

  Customer response

  02/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Young Jun

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They picked up my vehicle on January 18th and told me it would be delivered January 22nd. It is now January 26th and they have yet to deliver my car, and instead have given me the run around every day for the last 3 days. On top of that, they refuse to give me the name or contact information of their insurance company in order for me to file a claim. At this point, my car has technically been stolen by them and I have no idea what I need to do to get my car back in my possession. Please help me

  

  Business response

  01/30/2024

  We do thank our respected customer for getting in touch with us.
  
  Upon checking our internal records we have found out the following: 
  
  The customer has placed an order to ********************** her vehicle from ***************, ** to ******, **. 
  
  Nexus Auto Transport assigned a carrier to pick up the vehicle on the 16th of January and the carrier successfully picked up and delivered the vehicle. 
  
  During the transit of the vehicle, our customer was being informed how the transit was progressing and the communication was maintained between our representatives and the customer on the highest professional level. 
  
  The vehicle was never stolen.
  
  We do understand that the delay caused inconvenience and made the customer to be worried and we want to sincerely apologize for the inconvenience.
  
  Transportation services are subject to delays caused by numerous factors prior to or during transport, many of which are out of the control of Nexus Auto Transport and the Carrier, including, without limitation, road conditions, weather, and mechanical issues.
  
  As a company that cares about customers and their needs, we have already provided a discount and we have already fulfilled the desired settlement - the vehicle has been delivered.

   

   

  Kind Regards, 
  Nexus Team

  
  

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the company to pick up my vehicle to ship it from ******* ** to *****. The company was supposed to deliver my car Saturday January 20th. The company took my drop off location at the airport and told me the driver would be contacting me. I got to the airport no calls. I called the company and they told me he couldnt drop it off because they dont do airport drop offs. So why take that as a drop off and not allow me to give you a different address? They then have been giving me the run around with my vehicle with no ETAs no nothing. They have blocked numbers and still have my vehicle. I have been forced to file a stolen vehicle report and I need compensation from this situation. This company needs to be shut down!

  

  Business response

  01/24/2024

  After checking our internal records we have found out the following:
  
  On the 18th of January, the customer placed an order with **********************  to transport a 2016 ******* Elantra from *******, ** to ******, **.
  
  On that same day, Nexus Auto Transport dispatched a carrier.
  
  Upon checking the official document (Bill of Lading) provided by the carrier company, the vehicle was picked up and successfully delivered on the 22nd of January.
  Keeping in mind it took a little longer than expected (2 days delay), Nexus Auto Transport has already adjusted the price and provided a discount.
  
  The refund was completed on the 22nd of January and we have already fulfilled the desired settlement proposal.
  
  Transportation services are subject to delays caused by numerous factors prior to or during transport, many of which are out of the control of Nexus Auto Transport and the carrier.
  
  
  We do apologize for any inconvenience caused.
  
  For any other questions, we remain at customers disposal. 
  
  Kind Regards, 
  Nexus Team

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted this company to ship my car across the country on a very popular route after getting a quote explicitly stating that I needed my car picked up within a 3 day timeline since I was flying to the city my car was being shipped to. I even offered to drive up to 30 miles to deliver my car to the truck if necessary to which they reassured me it was not needed since this is a popular route and they will certainly have trucks in my area. The quote I received was not cheap, in fact, I had multiple other more competitive quotes but chose this company because of their online reviews and reputation. Its been 2 full days after the last day of my pick up window. Im left with a huge bill after having to cancel my flight because Nexus has failed to pick up my car within the promised dates, failing to give me even an estimate of when this will happen, and only communicating when I would call them multiple times a day to beg for the service I was promised. Moving between coasts is already stressful and expensive enough, but this company made sure to make it a complete h*** after making the process sound so smooth and easy when I put the order. I have no idea where their good reviews come from when they are doing such a horrible service getting a compact car from the most populated east coast state to the most populated ****************. Im hoping posting this here will get someones attention in this company to finally have this job finished.

  

  Business response

  01/25/2024

  After checking our internal records, we have found out the following:
  
  The customer placed an order to have her 2022 ******* Venue transported from  *********, ** to ***********, **.
  
  Nexus Auto Transport assigned a carrier to pick up the vehicle on the 11th of January..
  
  The vehicle was picked up and successfully delivered and the customer signed the Bill of Lading - if our customer needs a copy of the Bill of Lading, we will be happy to share it with her by email.
  
  Nexus Auto Transport has already fulfilled the desired settlement and successfully completed the transport of the customer's vehicle.
  
  We do apologize for any inconvenience caused and we remain at customers disposal for any other questions.
  

   

  Kind Regards, 

  Nexus Team

• Initial Complaint

  12/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into a contract to transport from ******** to *******. Pick up date was December 29 2023. The company failed to call me for updates. After several phone calls I was told the car would be pick up. I told the person that answer , I was leaving for ******* 12/31/23 and needed the car shipped.The contract was entered in November.Now I trusted the company to keep their end of the contract, but No. Now I'm leaving and no car...

  

  Business response

  01/08/2024

  We do thank our customer for getting in touch with us.
  
  Upon checking our internal records, the customer's vehicle was picked up and successfully delivered.
  
  We apologize for the inconvenience caused and we appreciate his trust in Nexus Auto Transport.

   

   

  Kind Regards, 
  Nexus Team

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $1,050 to have my car transported from a dealership in ******* to my home in **********, ************. The business was to make me aware when the car was picked up and give me ETAs on the car daily until the car was delivered which they did not. We continuously had to call for ETAs on the vehicle. When the driver of the transporter got to ************, he would not deliver the car to my home even though that was what was agreed upon. We had to drive three miles away to a busy highway to pick up my brand new vehicle. When we got there, the driver of the transporter was leaning on my vehicle. Not only that, but he was trying to rush us through looking over the vehicle. He also did not ask us for identification when we got there to make sure that I was the correct person picking up the car, so this man could've given my brand new car to just anyone.When we called the business to make them aware that the driver did not check my identification, they said "well the driver brings the car to the desired address so that's why he did not ask for ID" which we then repeated to them that he did not bring the car to the desired address. We also made them aware that the driver was leaning against the car to which their person was "we're not going to use that driver anymore" which does not help me in any way. This was very unsatisfactory to me and I believe this business needs to greatly improve their customer service and their practices.

  

  Business response

  10/09/2023

  The customer placed an order to ********************** his vehicle from ********, ** to **********, ** between the 24th and the 29th of August.
  On the 28th of August, Nexus Auto Transport assigned a carrier  that successfully picked up and delivered the vehicle.
  
  On the 31st of August, the customer got in touch with the ********************** support department and submitted a complaint because the driver suggested meeting with the customer close to his address and completing the delivery 2.2 miles away from the original address.
  
  As safety comes first, and the carrier was unable to safely and legally deliver the car at the desired destination, the truck driver suggested a meeting spot where they felt more comfortable dropping the vehicle off.
  
  In the spirit of good business relationship with the customer, ********************** offered a $100 discount (close to 10% of full rate) for the inconvenience caused but the customer respectfully rejected our offer and decided not to communicate with us on this matter until present day.
  
  
  Nexus Auto Transport remains at customers disposal and we will be happy to refund $100 as we have originally offered.
  
  We are also sharing the link for further reading if the customer wants to know more about the Terms and Conditions of the service: ******************************************************
  
  
  Kind Regards, 
  Nexus Team

  Customer response

  10/10/2023

   
  Complaint: 20708037
  
  I am rejecting this response because:
  The terms and conditions were not even sent to me until I paid the full amount for the service that wasn't even set up with a driver until many days later. Not only that but I live on a street where semi trucks can drive up and down and we made Nexus aware of how the driver can get there safely. 

  Nexus chose not to tell the driver to take that route. We are lucky that both of us were home to even be able to pick up the vehicle since they did not bring it to where it was desired. 

  Also, in the terms and conditions it states that the driver and client are to look over the vehicle for damages. The driver was leaning against MY vehicle and could've damaged it right then and there by doing that alone. Not only that, but the driver did not look over the vehicle and was trying to not allow us to look over the vehicle and continued to point to his wrist like we were taking up his precious time.

  $100 is not an acceptable refund and once again, the driver did not check my ID since he didn't deliver to the assigned address. So, Nexus did not fulfill their own terms and conditions.

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

  

  Business response

  10/12/2023

  We do thank our customers for getting back to us.
  
  Terms and Conditions are integral part of the Order Confirmation email (Subject title: Car Shipping Order Placed - Order #******-AZ) which was delivered to the customer on the 25th of August from our official email address.
  
  As stated in the Terms and Conditions Any estimate of Pickup/Delivery date,time, or location that is provided to you by Nexus Auto Transport or Carrier is approximate and subject to change.
  
  The statement from the customer that the driver was leaning against the vehicle and could have damaged it is based on a spoken description of a hypothetical event.
  In reality, there was no damage reported or recorded and the vehicle was delivered safely and in a timely manner.
  
  Other remarks by the customer, including the concern with the **** we are not able to independently verify as the carrier denies such allegations.
  
  However, we understand customers feedback and we will use customers experience to improve the quality of our services in the future.
  
  We understand the customer is rejecting the refund we have offered, we remain at customers disposal for other questions and concerns and if the customer decides to accept the refund -we will be happy to refund the stipulated amount.
  
  Kind Regards,
  Nexus Team
  

  Customer response

  10/13/2023

   
  Complaint: 20708037
  
  I am rejecting this response because:

  The driver that the business assigned to ** could barely speak English and continued to point to his wrist and only spoke with my fianc. Once again he did not ask for ID and anyone could've taken my car. Nexus's response is absolutely unacceptable and it is absolutely ridiculous that I even have to go through this. The terms and conditions were sent after I paid for the services, period. So nothing was actually agreed to besides the delivery. I think $300 is an acceptable refund due to my extreme inconvenience and the fact that if both my fianc and myself were not home, we wouldn't even have been able to pick up the car since the car was to be delivered to my home, and the driver was LEANING against my car and insisting that we not even look over the vehicle which according to these precious terms and conditions this company speaks about, their own driver did not follow them.

   Sincerely,

  
  ***********************************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this company to transport my car from ******** to ********** for $1400.00. They stated they would pick the car up on the date I called or the next day at latest. Agreed with them and after a week later, I got a call stating it was going to cost $2600.00, a mark up of $1200.00 and they still did not have a driver. When I asked questions, the call taker refused to answer my questions. Just like every other broker, this company lies and will not keep true to what they offer or promise. Do yourself a favor and stay away from another fraudulent transport company.

  

  Business response

  09/18/2023

  After checking our internal records we have found out the following:
  
  The customer placed an order on the 11th of September to transport his vehicle from *********, ** to ********, ** between the 11th and the 12th of September.
  
  Nexus Auto Transport team members were actively working on getting a carrier assigned to transport customers vehicles and provided updates during the process.
  
  Since an unexpected shortage of the carriers occurred on the route, Nexus Auto Transport did find an interested carrier to pick up the customers vehicle that was willing to negotiate the price with the customer.
  
  As a transparent company, we have called the customer and informed him about the offer from a carrier and also we have informed the customer that he can accept or reject the above mentioned offer.
  
  Since the customer rejected the offer from a carrier company, we have continued with the work and we have committed all our efforts to assign a driver for the quoted price.
  
  
  On the 18th of September the customer called us and canceled the order with Nexus Auto Transport and we are not able to fulfill the desired settlement - Finish the job as the order has been canceled by the customer.
  
  The customer was not charged for any of the services.
  
  We do apologize for the inconvenience caused.
  
  
  Kind Regards, 
  Nexus Team

  Customer response

  09/21/2023

   
  Complaint: 20618369
  
  I am rejecting this response because it is falsely fabricated. I dont understand why a legitimate company would have to lie about the business deal. No updates were ever relayed and the company did not keep me informed at all. The only time I actually got a response during an inquiry, was when they tried to bait and switch on me , more than doubling the rate and yet still didnt have a driver assigned. They took out .01 cent for a deposit (I know its not much) but told me that nothing was going to be charged. This company would not be allowed to do business with unethical employees and business practices. Shame on you for trying to make it seem like you did nothing wrong.

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

  

  Business response

  09/26/2023

  We do thank our customer for getting back to us.
  
  After checking our internal records, we have found out the following:
  
  Nexus Auto Transport has not received any deposit from the customer - after adding a credit card on file, the credit card processor automatically tests if the credit card is valid or not by charging the 1 cent.
  The transaction is instantly void and we encourage our respected customer to check his bank statements and verify.
  
  We are sorry because the customer is unhappy with the offer from a truck driver that was presented to him and we are happy to offer our customer a gift card for the inconvenience caused.

   

  Kind Regards,
  Nexus Team

*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. ↩