ComplaintsforNexus Auto Transport

• 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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Nexus to move a **** Mercury Capri, a pretty rare car to start with. They gave me a quote of $950, which seemed reasonable. The car was supposed to be picked up on Mon 3/27/23, with the option for Tues 3/28/23. These dates came and went, and the car was not picked up.On Wed 3/29/23, I received a call saying they could not find anyone to pick the car up. They do not use their own trucks or trailers, they just sub-contract out. They said there was ********************** that would do it, but they wanted $1400. This was unacceptable, so I told them to call me when they could honor the original price.They called back a day or so later, they found someone that would do it for an extra $100. Whatever, I thought, I just want to get the car. It was scheduled to be picked up on Saturday.Saturday came, and the driver called me. He said that there was stuff inside the car that was more than 100lbs in weight, and that would be an extra charge, something like $100-150, can't remember now. All that was in the car were boxes of spare parts, nothing weighing even remotely 100lbs. Again, I agreed to paid because I just wanted to get the car.The car was delivered on Tuesday 4/4/23. The guy had possibly the worlds longest trailer on the back of a Ram pickup. It could probably have carried eight cars. I asked him to put the car on the drive or the garage. He backed the trailer onto my driveway, knocking over a tree across the other side of the street. As he unloaded the car, the extension ramps on the back of the trailer came loose, and the front of the car came crashing down on the front spoiler, splitting it at both sides on the back, and taking a big chunk out of the front.When I contacted Nexus to try and make a claim, they simply directed me to call a number or send an email to this insurance company, ************************** brokers. I called and spoke to someone, but the last communication was **** 9.This is why I am contacting the BBB.

  

  Business response

  08/21/2023

  We do thank our customer for getting in touch with us.
  
  Nexus Auto Transport shared the Certificate of ******************* (COI) of the carrier company with the customer on the 5th of April and advised the customer to file a claim with the insurance company.
  
  The customer responded to us by email and asked us to file a claim on his behalf but as a broker company in the auto shipping industry we are not authorized to represent customers or any other individuals with the insurance claims or any other claims.
  
  If the customer has difficulties in communication with the insurance company, we would strongly advise him to ask to speak with someone from the management of the insurance company and share his concern or to submit an official complaint to the insurance company. 
  
  Kind Regards, 
  Nexus Team

  Customer response

  08/22/2023

   
  Complaint: 20499876
  
  I am rejecting this response because:

  I booked the transport through Nexus Auto Transport. I should not have to go through a miriad of different insurance brokers and alike to get a resolution. They first told me to contact the carrier. Then they told me to contact ************************** Brokers. A lady there Precious was very helpful. But again, I was directed to contact ******************** and then ASAP Transportation. I have no idea who any of these goddam people are. I did my business through Nexus. They took my money, and then didn't pick up when they said they would. They then repeatedly tried to **** up the price. They appear professional, but sub contract the shipping out to the most shifty towing companies possible. The truck that delivered my car was WAAY too big. They knocked a tree down in my development which I'm sure the Township would like to know about. Nexus or their agents damaged my car, they should pay to repair it.

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

  

  Business response

  08/25/2023

  We do thank our customer for getting back to us and sharing his concerns.
  
  As indicated in our previous response, Nexus Auto Transport provided to our respected customer the necessary document to file a claim with the insurance company.
  
  During the internal inspections of the claim by the insurance company, Nexus Auto Transport has no active role and has no way to influence the speed of the process or any aspect of their decision.
   
  Regarding customers statement that Nexus or our agents damaged his vehicle, as a broker company that has no active role in physical delivery of the vehicle and retains no control of any aspect of the delivery, we would like to cite certain provisions of the Contract that we have with the customer:
  Client agrees to defend, indemnify, and hold harmless Nexus Auto Transport,its affiliates, as well as its directors, officers, employees, agents and representatives (collectively, the Indemnified Parties), from and against all losses, liabilities, damages, claims, judgments, fines, penalties, interest, costs or expenses, including reasonable attorneys fees, arising out of or related to the transportation of your Vehicle or the breach of this Agreement by Customer,including Indemnified Claims for or related to personal injury (including death) or property damage.
  
  
  If the customer wants to read the entire contract that he accepted by placing an order with Nexus Auto Transport, he can find it in the Order Confirmation email or publicly listed on our website in the section Terms and Conditions.
  
  For any other questions, we remain at customers disposal.
  
  Kind Regards,
  Nexus Team

• Initial Complaint

  08/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  i was told the car was going to be delivered yesterday, company could not get ahold of the driver to give estimated time. told i would get a call right back, that never happened. got a call from the driver late afternoon and told it would not be until tomorrow. the day is half over and i can not get a hold of anyone. communication with this company *****

  

  Business response

  08/08/2023

  After checking our internal records we have found out the following:
  
  The customer placed an order on the 31st July to transport his vehicle from ** to ** between the 31st of July and the 4th of August.
  
  Nexus Auto Transport dispatched a carrier company Exodus 11 Logistic that successfully picked up and delivered the vehicle within the estimated time that was provided to the customer.
  
  We do apologize for the inconvenience caused by the minimal delay but due to the nature of this industry delays can happen and can be caused by numerous factors that are outside our control and drivers control.
  
  As a company that values customers opinion, we will use the customers feedback to improve the quality of our services in the future. 
  
  
  Kind Regards,
  Nexus Team

  Customer response

  08/08/2023

   
  Complaint: 20430358
  
  I am rejecting this response because: that is not a explanation and not acceptable.  not my fault in any way and i did not get a rebate or even just an apology for being late or a phone call saying you were not going to be able to make it.  you cant expect someone to just sit around the house for 2 days just waiting with no even an eta,  i had to call you constantly just to get any info. you need to take responsibility for keeping me waiting and you made no attempt to let me know what was going on.  this is no way to run a business.  i still had to pay full price, that was a rip off and a poor business practice.  own it!!!
  
  Sincerely,
  
  ***********************

  

  Business response

  08/09/2023

  We do thank our customer for getting back to us.
  
  Our team members were actively communicating with our customer, provided updates and maintained professional communication on the highest level.
  
  Terms and Conditions of the service publicly listed on our website in the Article 8 explain that 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.
  
  We do understand that this might have caused inconvenience to the customer and we are happy to provide a gift card to our customer.
  
  
  Kind Regards, 
  Nexus Team

  Customer response

  08/09/2023

   
  Complaint: 20430358
  
  I am rejecting this response because:i recieved no so called gift card nor was i offered one. reguardless of so called major weather conditions or road conditions the point is telling me, not guaranteeing a time, but telling me a day for delivery and not making it that day without you even trying to communicate with me is unacceptable and yes i do believe you should compensate me for this as i had to miss an extra days work waiting for delivery.  
  
  Sincerely,
  
  ***********************

  

  Business response

  08/14/2023

  We do thank our customer for getting back to us.
  
  As indicated in the previous response, Nexus Auto Transport is offering a gift card to our customer for the inconvenience caused.
  
  We will be happy to send him a gift card by email.
  

   

  Kind Regards, 

  Nexus Team

  Customer response

  08/14/2023

   
  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,
  
  ***********************

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tues, 8/2 Nexus Auto Transport was contacted. Services were not rendered with a different auto transport company and a scheduler from Nexus was contacted for a quote followed by a request for pick up on Wed, 8/3. The scheduler requested card information but assured that the required deposit of $250 would not be withdrawn prior to the driver's information being sent to us via email. A total of $0.01 was withdrawn from the account on 8/2. On the morning of Thurs, 8/3 a Nexus scheduler called starting a driver would not be available for pick up of the vehicle until Fri, 8/4. The scheduler was informed that the vehicle needed to be picked up by the agreed upon date of 8/3 and that their services were no longer needed. The scheduler then contacted me again stating that the deposited amount of $250 would still be required but an amount of $125 could be deducted if I agreed with the amount. I disagreed with the amount as nothing was signed and agreed upon services were not rendered. I have attached the email with the agreed upon services. I am seeking appropriate action and resolution.

  

  Business response

  08/08/2023

  After checking our internal records and phone call recordings we have found out the following:
  
  The customer placed an order on the 2nd of August to transport her vehicle from **********, ** to *********, **.
  During the booking process the customer instructed ********************** to pick up her vehicle between the 3rd and the 4th of August.
  
  On the 2nd of August, Nexus Auto Transport assigned a carrier to pick up the vehicle according to the desired schedule.
  
  On that same day, the customer called to cancel the order and said she had another company that could pick up  her vehicle earlier.
  Our team members informed the customer that in the case of cancellation after the carrier is assigned to transport the vehicle, the deposit paid would become non refundable.
  Before that moment, there were no charges done.
  
  As a transparent company and reputable business recognized by tens of thousands of customers, our Terms and Conditions of the service are publicly available and listed on our website.
  
  The Terms and Conditions represent a legally binding agreement between two sides and according to the Article 12 of the Agreement if the customer cancels the order after the carrier is assigned/dispatched to pick up the vehicle, the customer will be charged a cancellation fee in the amount of the initial payment as our broker services have been rendered.
  
  By placing an order with Nexus Auto Transport, the customer entered into a contract with us and our relationship is solely regulated by the Terms and Conditions of the service.
  
  We do understand that this might have caused inconvenience to the customer and we are happy to provide a gift card to our customer.
  
  
  
  Kind Regards, 
  Nexus Team

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given a price in January, 2023 to move my car from ** to ** in June. I would occasionally receive emails indicating they were reaching out to carriers and would update me when they had a date/ carrier. A week before first possible pickup date, I reached out asking for a date and was sent the same email. The day before the first pickup date, Friday ,I called and was told someone would contact me the next day. They did, telling me they had a carrier, but he could not pickup the car until Monday and still get the car to ** by Wednesday. I said that would workthen was told the carrier wanted $200 more! I said you have known since January that the car was to be moved, gave me a price of $905now youre asking for more? They blamed it on the carrier. So, I was held up for $200Monday came, carrier called to say he had a flat tire, ended up picking the car up late afternoon instead of ***** in the morning. I was called on Wednesday saying it would be delivered Thursday. On Thursday, he called, asking me to come and pick it up at a shopping center. I paid to have it delivered door to ****** ended up driving it to me, I had to bring him back to his rig. This is a bait and switch if Ive ever seen one, unacceptable way of doing business and will never use the company again. No follow up on anyones part!

  

  Business response

  07/17/2023

  After checking our internal records, we have found out the following:
  
  The customer placed an order on the 12th of January, 2023 to transport her vehicle from ******* to ********** between the 2nd and the 3rd of June 2023.
  
  The customer contacted ********************** several times by email in March, April and May.
  Our team members were responding in a timely manner and with the highest professional standards.
  
  On the 3rd of June Nexus Auto Transport got in touch with one of the carriers that was willing to negotiate the price with the customer.
  
  Immediately after that, ********************** team members contacted the customer to inform her about the offer - whenever a carrier company is willing to negotiate the price with the customer or 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 agreed to it.
  
  The 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 continue with their work until they have a driver assigned for the quoted price.
  
  Since the customer decided to take the presented offer and agreed to new terms of cooperation, we have arranged to dispatch a carrier.
  
  
  As a broker company, we do not have a way to decide instead of our customers and since we got her approval - we have assigned the carrier that successfully picked up and delivered her vehicle.
  
  
  We understand that this might have caused inconvenience and we would be happy to offer a gift card to our customer and a discount on her next car *************************** with **********************.
  
  Kind Regards,
  Nexus Team

  Customer response

  07/17/2023

   
  Complaint: 20321085
  
  I am rejecting this response because: Nexus had more than enough time (January!) to find a carrier that could move our vehicle within the expected time frame. The fact that they continued to send emails telling me they were reaching out to their partners to find a carrier in no way excuses the fact that I had to accept a higher than agreed to price. I live in a community where several of my neighbors all had their cars moved within the expected timeframe with no additional charge. Interesting. 
  Had I refused the offer on June 3, I would have missed an airline flight to **, thus another loss of $700. 
  I would not accept a gift card as I would never do business with this company again. What in the world would I do with a gift card from them! 
  
  Sincerely,
  
  *********************

  

  Business response

  07/18/2023

  We do thank our customer for getting back to us again.
  
  As indicated in the previous response, the customer could have rejected the offer from a carrier company that was willing to negotiate the price with her - Nexus Auto Transport could not influence her decision.
  
  Since the customer approved the new price and new terms of cooperation, a driver was assigned and successfully picked up and delivered her vehicle.
  
  We would like to apologize for the inconvenience and if the customer changes her mind about the gift card - we would be happy to provide it.
  
  
  Kind Regards,
  Nexus Team

  Customer response

  07/24/2023

   
  Complaint: 20321085
  
  I am rejecting this response because:

  As previously stated, there was no attempt by Nexus to tell me they did not have a transport company as close as 3 days before the first pickup date. We had to call them. As we had an agreement in early January, we made airline reservations with the expectation that their dates would be adhered tothey were not. 
  So, once again, the customer gets the short end of the stickthey sent form emails stating they were reaching out to carriers( never securing one) and we had to chase them for a carrier that did not meet the original commitment dates and charged us more than agreed. 
  I do not need a response, just want to go on record as a very unhappy customer, who will never use them again, recommend them and remind them that social media speaks loudly. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pulled a "bait and switch" on the agreed to price! Strung me along for three weeks at an agreed to price and the last minute on "pickup day" called me and said the trucker wanted $600 more to deliver to my location!

  

  Business response

  06/29/2023

  After checking our internal records, we have found out the following:
  The customer placed an order to ********************** his vehicle from ******* to ********** between the 26th and the 28th of June.
  The order was placed on the 15th of June.
  After placing the order, Nexus Auto Transport team members were actively communicating with the drivers that operate on this route, checking their schedules and availability.
  Due to an unexpected shortage of the carriers on the route, Nexus Auto Transport did find an interested carrier to pick up the customers vehicle for a higher amount than originally quoted.
  As a transparent company, we have called the customer and informed him about the offer from a truck driver we have and informed the customer that he can accept or reject the above mentioned offer.
  Since the customer rejected the offer from a truck driver, we have continued with the work and we are committing all our efforts to assign a driver for the quoted price.
  In other words, Nexus Auto Transport has no way to make the customer accept any offer or  pay any price that he is not comfortable with.
  The customer was never charged for any of our services.
  We would like to apologize for the inconvenience caused and to reassure the customer that the entire team is working hard to finalize the dispatch process as soon as possible.
  
  
  Kind Regards, 
  Nexus Team

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April, I was quoted $1395 to have my car shipped from *********** ** to **** ** in June. Now they want raise the price to $1900. I think this is a scam.

  

  Business response

  06/14/2023

  After checking our internal records we have found out the following:
  
  The customer placed an order on the 15th of April to have a 2016 Chevrolet Cruze transported from ********** to ******** with the quoted price of $1395.
  
  On the 25th of April, the customer called ********************** and moved the pick up to **** 12-14.
  
  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 for a higher amount than originally quoted.
  
  As a transparent company, we have called the customer and informed him about the offer from a truck driver we have and informed the customer that he can accept or reject the above mentioned offer.
  
  Since the customer rejected the offer from a truck driver, we have continued with the work and we are committing all our efforts to assign a driver for the quoted price.
  
  In other words, Nexus Auto Transport has no way to make the customer accept any offer or  pay any price that he is not comfortable with.
  
  We would like to apologize for the inconvenience caused and to reassure the customer that the entire team is working hard to finalize the dispatch process as soon as possible.
  
  
  Kind Regards, 
  Nexus Team

• Initial Complaint

  06/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 23, 2023, I placed an order with Nexus Auto Transport to ship my car from *********** to ********. After speaking with a representative over the phone, I agreed to an offer of $1175 and stopped looking for other auto shippers. At this time, I was under the impression that Nexus was the carrier itself and not a broker. Regardless, Nexus was aware that I had agreed to a price of $1175 (confirmed via email) from pick up between May 26, 2023 and June 1, 2023. Nexus began searching for carriers. On May 29, I recieved a text message from Nexus stating they had a driver interested in shipping the car and asked me to call. Upon calling, I was told that the driver was asking for $1450 rather than the stated $1175. I declined. Between May 29 and June 2, Nexus continued to search for a carrier, but repeatedly maintained that they could not fulfill the quoted price at $1175. By this time, I had already left ********** and, of course, had stopped searching for different auto transport companies, relying on $1175 price quote. Finally, on June 2, in a tight spot, I agreed to the $1450. Nexus did not do anything different (i.e. allegedly searching for a carrier), but I ended up paying more. I would not have gone with Nexus had I known I would be paying $1450. I would have continued to search for a different auto shipper. This is a classic bait and switch. The Nexus employee was insistent that the $1175 was a mere price quote, but it caused me to go with Nexus rather than search for a better deal. The later change to $1450 did not change Nexus' duty under this "agreement." It may be about a $300 difference only, but this businses model is predatory and takes advantage of consumers by putting them in a tight spot to accept a higher price than originally bargained for.

  

  Business response

  06/26/2023

  After checking our internal records we have found out the following:
  
  The customer placed an order to ********************** her vehicle from ********** to ******** between the 26th of May and the 29th of May.
  
  After placing the order, Nexus Auto Transport team members were actively communicating with the drivers that operate on this route, checking their schedules and availability.
  
  Due to an unexpected shortage of the carriers on this route, on the 2nd of June Nexus Auto Transport got in touch with one of the carriers that was willing to negotiate the price with the customer.
  
  On the 2nd of June, ********************** team members contacted the customer to present her with the offer from the driver that our customer could accept or reject.
  
  
  Prices that we give to our customers are based on historical and statistical information on a certain route - whenever a driver is willing to negotiate the price with the customer or 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 agreed to it.
  As a broker company, we do not have a way to decide instead of our customer and since we got her approval - we have assigned the carrier that successfully picked up and delivered her vehicle.
  
  The offer from the truck driver that was present to the customer could have been ultimately rejected by the customer -in that case our team members would continue with their work until they have a driver assigned for the quoted price.
  
  Since the customer decided to take the presented offer and agreed to new terms of cooperation, we have arranged to dispatch a carrier.
  
  We understand that this might have caused inconvenience and we would be happy to offer a gift card to our customer. 
  
  Kind Regards, 
  Nexus Team

  Customer response

  06/27/2023

   
  Complaint: 20162729
  
  I am rejecting this response with the following comments. Please see attached. 
  
  Sincerely,
  
  **********

  

  Business response

  06/30/2023

  As indicated in the previous response, Nexus Auto Transport assigned a carrier to transport the customer's vehicle with her direct and explicit consent.
  
  In both of her responses to the BBB, the customer confirms she approved the new price terms and the schedule.
  
  
  Nexus Auto Transport was not in breach of the contract (we advise the customer to read the terms and conditions of the service publicly listed on our website) because Nexus Auto Transport asked the customer if she is agreeing with the new price and new terms of cooperation.
  
  We understand that this might have caused inconvenience and we would be happy to offer a gift card to our customer.
  
  
  Kind Regard, 
  Nexus Team

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 6,2023, booked with Nexus to transport a (Bus) 2008 International **** from ******* ***** ***** to ***** for initial deposit of $950 (25% of $3800) When I purchased the vehicle it was listed as operational. Upon the carrier arrival to retrieve the vehicle he said it was not operational . On June 7, 2023 at approximately 2pm I cancel the transport via text message ***************** and email since I was unable to contact them on the phone at ***************** the number we communicated through on several occasions ; because of the liability and risk of it being a lemon lime vehicle once arriving in ******** and not being what was described during the initial purchase. Nexus carrier ***************** verify the vehicle engine would not starting. I do understand there fees to be deducted from the $950 ($75 booking and $25 etc) however they are not communicating with me since cancellation.

  

  Business response

  06/16/2023

  Upon checking our records and phone call logs, we have found out that Nexus Auto Transport team members were trying to get in touch with the customer on the 7th of June to discuss the refund and the customer was unreachable.
  
  Before submitting the response to the BBB we tried to get in touch with the customer again today and we sent him an email as well.
  
  We would like to discuss the refund matter with the customer at any time.

  Kind Regards, 
  Nexus Team

  Customer response

  06/19/2023

   
  Complaint: 20157440
  
  I am rejecting this response because: I have not receive any form of communication my direct contact is ********** 
  
  Sincerely,
  
  ***********************************

  

  Business response

  06/23/2023

  Nexus Auto Transport got in touch with the customer on the 22nd of June and discussed the refund matter with the customer.
  
  We reached an agreement with the customer and the customer accepted the partial refund that was offered.
  
  Nexus Auto Transport would like to thank our customer for his patience in this process.

   

  Kind Regards, 

  Nexus Team

  Customer response

  06/23/2023

   
  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,
  
  ***********************************

*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. ↩