ComplaintsforVan 3 Auto Transport, Inc.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 9/6/22, I had my car transported from ************ to my home Their order ****. Everything went well but I did not get copy of the invoice.On 9/8/22 I sent an e-mail requesting copy of the invoice. No reply.On 9/15/22 I sent another e-mail reminding them of my previous request. No reply.On 9/24/22 Again another request by e-mail and again no reply.In order to file a claim for this transport and getting no satisfaction from the provider I used the copy of my credit card statement.Now that the insurance is finally trying to settle my claim, they let me know that they cannot use a credit card statement, They need a copy of the bill.In the last week I have contacted the ******************* several times and have been unable to get satisfaction. In fact I called again this morning and before I even said two word the person answering hanged up on **** had good service from them and don't understand why such a simple matter cannot be resolved.****************************

  

  Business response

  03/14/2023

  We have no idea who this customer is actually trying to contact. We have no record of ever shipping this vehicle. Every vehicle we transport, we always send a conformation/reciept e-mail. It is not possible for us to ship a vehicle without sending a conformation e-mail.

  Customer response

  03/15/2023

  The deal was made over the phone there was no contract. I can provide copy of the charge on my credit card,

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

  Customer response

  03/17/2023

   
  Complaint: 19593675
  
  I am rejecting this response because:

  As this deal was made over the phone I have no contract but here is copy of my credit card statement showing the provider and amount charged.
  Thanks for your help.
  ****************************
  
  Sincerely,
  
  ****************************

  

  Business response

  03/17/2023

  Can you tell us what is the make and model? From where to where it was shipped? When was it shipped?

  Customer response

  03/21/2023

   
  Complaint: 19593675
  
  I am rejecting this response because:

  It was order 0357

  The transport was for a Tesla, *********** Sep 6, 2022

  From Tesla shop in ************ to: *********************************
  
  Sincerely,
  
  ****************************

  

  Business response

  03/27/2023

  Please let us know more information about the vehicle and we will send you a conformation/reciept.

  Customer response

  03/28/2023

   
  Complaint: 19593675
  
  I am rejecting this response because:

  It is a 2015 Tesla model S 70D 4 doors Gray.

  License plate: *******

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

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

  

  Business response

  04/03/2023

  24/7 Hot Line: *************
  Thank You for choosing to ship your vehicle with Van 3 Auto Transport.
  Invoice Number: ****
  Date Submitted: September 09,2022
  
  
  We have received your request to ship your 2015 Tesla Model S from ************, **, *** to *******, ** , *** . Your invoice number is ****. This is your final invoice for our car shipping service.
  
  Your credit card was charged $450.00 on 9/2/2022. This is the final price for our car shipping service.
  You will get a phone call once we have assigned a driver to pick up your vehicle in order to notify you on what day and exactly at what time your car will be picked up.
  
  If you have any questions regarding the shipping of your vehicle please feel free to call or e-mail us and we will be more than glad to help.
  
  We look forward to making your next move you BEST move.
  
  
  GoTo Van 3 Auto Transport website
  ************
  Van 3 Auto Transport
  
  ************* Business Line
  ************* Direct Line
  www.van3autotransport.com 
  
  

  Customer response

  04/06/2023

   
  Complaint: 19593675
  
  I am rejecting this response because: The credit card was charged on 9/6/2022 not 9/2/2022.

  It might be OK. but I need to see if the insurance company will question it or not.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are disputing the transaction from Van3AutoTransport on Feb 10th.The agreement was for a $250 deposit and $900 on delivery.First, Van promised a pickup on February 21st or 22nd. When the pickup didnt take place we initiated the first dispute because **** claims to call you a day before to confirm the pickup day and time window (ie we should have heard from them either Feb 20th or 21st). Moreover they never called or emailed me to inform me why the pickup didnt take place. I emailed and called them several times and got no responses until the morning of the 22nd claiming they had a mechanical issue that was out of their control.On the 23rd,the pickup did take place and we lifted the dispute.We agreed the charge back would be sufficient to continue with the contract (see his confirm email. I even emailed him proof from chase showing the dispute was lifted. Then he emails me saying we need to send them Zelle or cashApp (which we did not due).HOWEVER, both **** and the driver they sent to pickup the car promised a delivery of the car on February 28th (see email proof). My car arrived March 4th. Furthermore, upon delivery the driver demanded $1,050 or he wont release the car when it should have only been $900.Here is proof of the $1,050 that was sent to the driver.Therefore the initial $250 deposit should be REFUNDED in full. Furthermore, **** and his so called supervisor ***** keep playing games. **** says which email did you send you email to and I told him the one we have been communicating with all along the only email I have for you. ***** claims that he cant see the case and need to talk to ****. Even on Thursday, March 3rd he claimed the driver will deliver the car that evening and that didnt take place (see text message).I attached text message showing they are willing to refund the $250 as well as an additional $50 if I remove a negative review.

  

  Business response

  11/08/2022

  This complaint was resolved about 7 months ago. The customs was refunded as he requested. He is the one who tried playing games because of a one day delay. Because we were delayed, he did not even give us a chance to explain. He filed for a chargeback right away. He received his money back immediately. We have done everything he requested. We have no idea why he waited 7 months to file a claim with the BBB.

• Initial Complaint

  09/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired Van3 auto transporters on 9/9/21, to pick up a 2012 ******** R350 van, from ********************* in ******, ********** with a deposit of $300 paid to dispatch coordinator *************************, with $1250 due at delivery to ********** **********. They picked up the vehicle on 9/13/21. **** stated on 9/17, that the vehicle would be delivered between 9/19 and 9/21. ***** the (business owner), stated on 9/15 that the driver was in Nevada with the vehicle. I received a text from Miletron Auto carriers, that Van3 contracted with, on 9/22/21, stating their delivery truck was overweight and has been delayed for ************************************************************************** ************. Van3 has made no attempt to reach out with the whereabouts of my vehicle which is now unknown? Was the van stolen? I've not received communication from the driver at all, if there is a driver. I have used Van3 earlier this year for delivery of 2 other vehicles, however delayed but still delivered.

  

  Business response

  09/25/2021

  We need more information, as we cannot find this customer. What is the order number? Thank You!

  Customer response

  10/04/2021

   
  Complaint: 15904735
  
  I am rejecting this response because:

  The order number is #****. Per my conversation with *************************, he stated that I would receive my $300 deposit refund due to poor service from the shipper (Miletron auto shipping) that Van 3 auto transport, (also known as Karma auto transport), contracted with. As of today, I have not received a refund.
  
  Sincerely,
  
  *********************

  

  Business response

  10/04/2021

  We spoke with the customer to explain our side of the story. We worked very hard explain to him that there vehicles arriving late was not our fault. The driver who picked up the vehicle is the one who had issues along the way. We have offered the customer a refund as we would like this issue to be resolved.

  Customer response

  10/08/2021

   
  Complaint: 15904735
  
  I am rejecting this response based on calls received from Van 3's owner, ***** and employee ***** saying, however not issuing my deposit refund of $300 and insisting that I remove this complaint from BBB. The truck driver for Miletron, whom Van 3 hired, stated that they worked with this company many times. The owner of Van 3 stated that he can Zelle, cash app, or send the refund, which takes minutes, however as of this date 10/8/21, the owner has not issued anything. The owner stated this on 10/4/21.  According to the dealership, the vehicle was picked up by the driver 2 days after purchase, and according to Van 3 owner, the vehicle was in Nevada on 9/15, when it was actually sitting in a lot for over a week in ************. If he is making every effort to fix this situation, then upon reading this response, (Zelle) the refund of $300 (that you said you would do), texted to my phone number and this is resolved. There was no indication from Van 3 that a second shipper would be involved. *****, ***** THE $300 REFUND! ***** from Van 3 originally stated that they would discount the price $300 per day which would have been $1200. The shipper, Van 3 hired, threaten to not deliver my car at all if the $1250 was not paid to the driver.  
  
  
  
  *********************
  
  

  

  Business response

  10/11/2021

  We contacted the customer numerous times in order to resolve the issue. We explained to him numerous times that the driver was the person who created all the problems. We offered the customer a discount, which he did not accept. He is trying to get free shipping, which we believe is not fair to our business. He is taking advantage of the BBB in order to gain a personal profit. We are willing to offer him a partial discount, but it has to be reasonable.

  Customer response

  10/12/2021

   
  Complaint: 15904735
  
  I am rejecting this response.

  This is Bobbies response to a customer complaint dated 7/8/19, copied and pasted showing that he has rehearsed responses when he says he will refund a deposit;

  (This customer is trying to take advantage of the BBB and our business. Making up lies just to make a profit from the hard work of someone else is unethical and should not be allowed).

  His response to me dated 10/12/21 is almost identical, (He is trying to get free shipping, which we believe is not fair to our business. He is taking advantage of the BBB in order to gain a personal profit). He has called me once on 10/4/21 and stated he will issue a deposit refund of $300 after I remove this complaint from BBB. I never requested for free delivery of my vehicle nor did I expect it, nor did I request for him to use (without my knowledge) a third party ********************** owner, ***** or his employee ***** have no integrity or intention of honoring what they said of returning my $300 deposit for extreme delayed shipping. 
  
  
  
  *********************

*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. ↩