Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently relocated from ********, ******** to *********, **. The car relocation company had already charged. my credit card for the payment. But the driver on delivering my car said that additional fees were due. I ended up paying him $600. It turns out this payment was not required. This was a total fraud. When I contacted the company, they said that the driver should not have asked for payment since no more was due.The company is now trying to reach the driver to refund my the money. But BlueStar Corporate Relocation is responsible for my payment since it was their driver that pulled this scam.

  Business Response

  Date: 03/26/2025

  The Complainant has been refunded the $600.00 and they promised me they would withdraw the complaint. Still waiting on them to withdraw the complaint,

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I moved out of state and Cartus is our assigned relocation company by my husband's employer. They contracted with BlueStar to have my vehicle transported from ***** to ***********. The car was in good condition and operating normally and when it was dropped off, they had to jump the car to get it off the truck. I found that strange as the battery is brand new. Upon further inspection, I find that multiple dash lights are on, the driver's side door panel doesn't work, the car won't lock or unlock, the battery is unseated and the accessory mode won't turn off, thus draining the battery. We took it to the dealership the next morning because it was dropped off late in the evening. It took them 2 weeks of diagnostics and $5-600 to clear a majority of the codes. They then requested $4500 to repair the electronics that had been fried due to water damage that got inside the driver's side door during transit. We filed a complaint directly with BlueStar in which they denied it, stating it was normal wear and tear (serioulsy?) and then failed to address the other issues. We have appealed and have heard nothing in response to that in a week. I have been without my car for almost a month.

  Business Response

  Date: 02/13/2023

  Hello BBB,
  
  Here is an explanation of the events of this complaint as well as the resolution plan.   Starting with an overview of the parties involved in the vehicle relocation process.
  
  Name: ***********************
  Vehicle: 2017 Lexus GX350
  VIN: *****************
  File number: 3371019
  Claim Number: R41195
  Repair Facility: *************************************.
  Carrier Name: Universe Express LLC
  
  The timeline of the relocation is:
  *This relocations Move Coordinator, *****************************, contact the vehicle owner with the Insurance information about the auto relocation on 11/30/2022
  *Bluestar Pickup Report completed on 1/2/2023
  *Universe Express LLCs driver loaded the vehicle on 1/4/2023
  *The driver delivered on 1/9/2023
  *The EE reported issues with the vehicle to the move coordinator on 1/10/2023 and the vehicle was taken to a Lexus dealership.
  
  Per the Service Manager at ************************, ***********************,vehicle arrived with the following issues:
  *Multiple warning lights on
  *Check Engine Light on
  *ABS Light on
  *PRE-COLLISION Light on
  *TRAC Light on
  *Door locks and other functions inoperative.
  *Vehicle does not shut off.  Engine shuts down all other systems remain ready and battery discharges quickly.
  
  Following Lexus diagnostic procedure, the source of the vehicle issues was identified as a short to ground due to water intrusion to the left, front door wire harness to floor wire harness.  The electrical short has burned the connector for both harnesses. 
  
  The claim was denied, and I can expand on the denial in greater detail if requested.   BCRS was not the company that hauled the vehicle nor are we the company that set up the vehicle relocation.   This claim was referred to the company overseeing the shippers relocation and repair has been authorized in full.  
  
  No further action is required as the shipper desired settlement is being met.

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bluestar was contracted to provide vehicle transportation service for my two cars on my relocation. On 07/27/2022, the vehicles were delivered to me. One of my cars was damaged and it was apparent that the dash camera had been tampered with to hide evidence of the damage. Shortly after I sent the required documentation to Bluestar's claims manager, the company became unresponsive. They are not answering the phone when I call or responding to my emails.

  Business Response

  Date: 08/22/2022

  Claims manager ************************* has reached out to the customer on this claim.   The repair has been fully approved and a check has been sent to the customer.   ********************** has not received any inquiries about the relocation from the authorities on the matter, but continue to maintain the details on this relocation for reference. 

  
  BCRS has cut ties with the driver involved in the incident. 

   

  If there are any further actions the customer would like taken, they have not been communicated at this time.