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:05/16/2025

  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.

  5/15 to 5/16, 2025 I contacted this business on 5/15 to get pricing to transport four vehicles from two different locations, prioritizing one location over the other, as I know my needs were a bit involved. I would also need to drive eight hours to meet the carrier. So, being proactive, I get up at 2am on 5/16 to give myself time to try to meet a carrier (even though the company had not yet emailed me confirmation of a time for pickup). When the company contacted me about a driver being found, it was for the second location. A bummer for me, but ok let's make this work as I've already driven so far. I was 30 minutes from the location and asked the company to relay this to the carrier. The company told me it would be an extra $50 for them to wait. Wow. But sure, I'll pay it. I get to the location 30 minutes later and the carrier isn't even on site, the *** said he was at *******. So you're now making me pay to wait on the ***. The vehicle being picked up was one that was being restored and it didn't run. I gave the company these details the day before, but when the driver found out he said it wasn't in the paperwork. Guess what? He wanted and extra $100. Now I'm ******. I'm stuck between agreeing to pay extra, over the original amount, or scrambling to find other means of getting the vehicles transported within the amount of time I have left to be in the area. These people already have my payment information and the driver is threatening to leave. Very deceitful practices. I told the company to cancel this pickup and the one at the other location because they've now screwed up my whole day and I have to come up with other plans rather than be shook down for more money. Oh yeah, and the other location? An extra $100. I hope Nexus Auto Transport changes the way they do business: maybe give a price range instead of a set price, and be clear on any stipulations up front instead of coming up with reasons to charge extra while onsite. I regret I even contacted this place.

  

  Business Response

  Date: 05/26/2025

  We would like to thank our customer for getting in touch with us through Better Business Bureau and are more than happy to provide additional details and address their concerns.
  On May 15th the customer booked the order with ********************** LLC for shipping two vehicles, 2001 **** Ranger and 1985 GMC C10 Short Bed within the agreed pickup window between May 16th and May 17th. On May 16th the carrier was assigned for the pickup during the same day.
  When the driver arrived at the pickup location, he discovered that one of the vehicles, a GMC C10 Short Bed, could not run. Upon reviewing our internal records, we discovered that the customer didnt inform us about the condition of the vehicle being inoperable. The driver was still willing to transport the vehicle but required an additional fee for additional equipment he needed to use to successfully load the vehicle, in the amount of $100 which was later negotiated to $50. Our company wanted to cover $50 from our end, but the customer decided to cancel the order.
  ********************** LLC reserves the right to charge a non-refundable cancellation fee in the amount of initial deposit as our services had been rendered and the carrier was dispatched to pick up and deliver the vehicle, but was unable to do so due to the condition of the vehicle not being properly communicated during the booking process.
  Our company would like to offer a 50% refund in the spirit of good business practices if the customer accepts that.
  Should the customer wish to accept our offer, we remain at his disposal.

  
  Kind Regards,
  Nexus Team

• Initial Complaint

  Date:05/15/2025

  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.

  Nexus auto transport .to my order for vehicle transport over 3 weeks ago. Wasted no time taking my card info and one day before I fly out I have to repack my bags for my flight and pay a huge amount of money to survive 1500 miles from home because of their failure to get me a transport in 3 weeks time. No notification or compensation offered. This is my life you have disrupted.. I cant spen quality time with my senior mom before I leave because I have to figure out how I will get around 1500 miles from home.

  

  Business Response

  Date: 05/26/2025

  We appreciate our customer for getting in touch with us through the Better Business Bureau and would like to express our gratitude. We are more than happy to provide additional information regarding this complaint.
  On April 21st the customer booked her order to ship a 2008 **** Explorer from ******************* to ******* SD ***** between May 11th and May 13th.
  Due to an unforeseen shortage of truckers on the previously mentioned route, our team took all necessary steps to secure safe transport. Unfortunately, truckers do not create schedules 3 weeks in advance and supply and demand on the route can change unexpectedly within that timeframe. The dispatch department was in the process of rerouting truckers and rescheduling shipments and did the best to find a carrier for the quoted price. After careful consideration of offers and negotiating them to the lowest possible, our team managed to offer a trucker for a higher pricing than quoted on May 15th to the customer but the customer declined that offer.
  Our team continued to work diligently on our customers order to schedule a trucker for the vehicles pickup for the original quoted price, but the customer did not answer our calls or text messages when we wanted to schedule the pickup.
  Should the customer still need her vehicle shipped, we would be pleased to continue working on scheduling the shipment.
  Our company would like to offer a gift card in the amount of $50 for the inconvenience caused.
  For any additional information, we remain at our customers disposal.

  
  Kind Regards,
  Nexus Team

• Initial Complaint

  Date:05/05/2025

  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.

  I had the worst experience with this company as their business practices are shady and dishonest. I was trying to get my Jeep Grand Cherokee transported from ******** to ******** due to an engine issue. Nexus Auto Transport quoted me $500 for transport and said that if the vehicle was immobile, there would be an additional $125 for using a winch. I was not sure if the jeep would move and not wanting to aggravate the issue I decided to add the winch fee. Based on my discussion with the representative I was also made to believe that if the vehicle could be driven the winch will not be used, in which case common sense would suggest that the winch fee will not be applied and refunded. I worked with the representative to arrange a pickup date. The vehicle was picked up and delivered on April 25th. When the vehicle was delivered, I was pleasantly surprised that the driver drove the vehicle off the trailer and into my driveway. I asked the driver if he had used the winch upon pickup, but he was not clear in his response. I checked the video from my dashcam on the Jeep and it showed that the driver drove the Jeep during pickup as well. Since I already paid a total of $625, I reached out to the company to get the $125 winch fee refunded since a winch was not used. The customer service representative replied that per the driver the winch was used during pickup. I responded that I had videos showing that the driver was able to drive during pickup and delivery. I provided the said videos, and the customer service representative said that the winch fee applied because the vehicle that picked up my Jeep had a winch on it even though it was not used. They offered me $50 as compensation for my trouble. I checked the company site and did not find any policy that mentioned winch fees or anything related.

  

  Business Response

  Date: 05/15/2025

  We would like to thank our customer for getting in touch with us through the Better Business Bureau, we will be more than happy to provide additional information regarding the complaint.
  As a company that prides itself on transparency, we would be happy to provide a clear explanation of the issues raised in the customers complaint.
  The customer first contacted ********************** to inquire about a quote on April 18th. Whenever a customer requests a quote from ********************, we always ask if the vehicle is operable or not. In case the vehicle is not in running condition there is an extra cost that gets added on in order for us to assign a driver whose truck would be equipped to transport an inoperable vehicle. The equipment in question is a winch. A mechanical device that is used to pull an inoperable vehicle onto the truck by a wire rope. And the cost of procuring a truck with this equipment is slightly higher than if we were to get a truck without it. The customer informed us that his vehicle is not in running condition and we formulated the quote accordingly.
  The price our customer was given and the quote that was needed in order for us to find a driver whose truck is equipped to transport his inoperable vehicle was $625. We, as broker, did our part and located the driver the very same day that the order was booked.
  Whether the driver had to use the winch or not, the cost of hiring this driver was $625  and therefore we are not able to adjust the price retroactively. This was simply the price to transport a vehicle that we were told was not in running condition. If a vehicle turns out to be operable when the driver arrives to pick it up, it does not change the price. Any updates and price adjustments on the order needed to be made before the driver got assigned.
  We hope this clarifies the customers concerns and we remain and his disposal for any further questions.

  
  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23290969
  
  I am rejecting this response because: 

  Thanks for your response.  I can see the game that business has been playing.  They never mentioned to me that the fee would be charged regardless if a winch was used or not.  I was made to believe that if the winch was not used the fee would not be applied as shown in the attached text message.  Furthermore if I had mentioned that the vehicle was inoperable then the driver had no business driving my vehicle at the risk of causing further damage to my vehicle.  Regardless of what the rating your group provides, I believe the business model followed by the company is very shady and Ill do my part to warn folks from doing business with this company.
  
  

  

  
  Sincerely,

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

  

  Business Response

  Date: 06/04/2025

  We are thankful to our customer for their response and are more than glad to address their concerns. Customer feedback is very important to us, and we take every complaint seriously as it provides us with valuable insight to improve our service.
  However, our position remains unchanged. There are simply two separate quote options, one for an operable vehicle and one for an inoperable vehicle. The quote for an inoperable vehicle is slightly higher because it includes a "winch fee", which ensures we dispatch a truck equipped to handle a non-running vehicle. Whether the winch is actually used or not does not affect the cost, as securing that type of specialized truck incurs higher expenses.
  As the broker, we fulfilled our responsibility by securing a qualified driver to transport the customer's vehicle. We cannot attest to whether the winch ultimately needed to be used or not, or why the driver decided to drive the vehicle. As the person who is most qualified to make those decisions, we trust that the driver acted in accordance with what he believed was appropriate for the situation.
  We would once again like to reiterate that the cost for hiring the driver and his truck was $625, and unfortunately, we were not able to retroactively adjust that amount.
  We hope this explanation addresses the customer's concerns, and we wish him all the best moving forward.

  
  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23290969
  
  I am rejecting this response because of the dishonest business practice of the vendor.  Ill continue to ensure that other consumers are aware of this so they can stay away from this company.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/05/2025

  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.

  On 3/22/25 I requested to have my car shipped from ********* to ******. I agreed to a pickup window between 5/1/25 - 5/3/25. On 5/1/25, I still had not received confirmation on a driver or pickup time for my vehicle so I called the company and was told that they were still looking for a driver and that there was no need to worry and that this was normal. I continued to follow up with the company over the next few days and was not given confirmation on a driver to pickup my vehicle until 5/5/25, however, the driver would not be able to pickup my car until 5/7/25. I was also told that the price that I was quoted would be $250 more than what was agreed upon. I asked what the company would do to compensate me for the delayed pickup, additional cost for my rental car and added expense to deliver my vehicle and I was told the only thing they could offer me was $100 off my next car shipment but they could not offer me anything on my current shipment order. I told them this was unacceptable and that even if they applied the $100 to my current order that would not account for the additional cost for the shipment of my car or the added cost for the rental car that would have to be extended because of the extreme delay. They still declined to offer any further compensation.

  

  Business Response

  Date: 05/15/2025

  We would like to thank our customer for getting in touch with us through the Better Business Bureau. At Nexus Auto Transport, we are deeply committed to ensuring customer satisfaction. We strive to provide transparent communication and therefore we would like to offer a comprehensive overview of the situation.
  On March 22nd the customer contacted ********************** in order to obtain a quote to transport their vehicle from Slidell, LA to The Dalles, OR between the 1st and 3rd of May.  Nexus provided a price based on the historical evidence of the route, the prices the drivers accepted in the past on the same route that the customer would ********************** their vehicle on.
  However, due to an unforeseen shortage of truckers on this route during the dates the customer provided, the search for the driver continued past the 3rd of May. The first available driver was located on May 5th and the schedule the driver provided to Nexus was - pick up on May 7th and delivery by the 12th. But the price the driver was requesting was higher than the initially quoted price. Nexus contacted the customer at that point and presented the offer that came from the driver's company - ***************. The customer was asked if they would agree to a slightly higher price offered by the carrier company.
  With the customer's explicit and direct consent, we proceeded to dispatch the carrier company and their driver.
  Had the offer been rejected, our team members would have continued to work on securing a driver for the originally quoted price. Nexus Auto Transport as a broker company, does not have the authority to make decisions on behalf of our customers. Our role is to present available options and ensure that our customers are satisfied with the choices offered.
  We would like to apologize for any inconvenience caused, but it is worth mentioning again that the customer gave her approval and agreed to the revised terms of cooperation, and everything was done with her direct and explicit consent.
  Should the customer require any additional clarification or support, Nexus Auto Transport remains fully available and committed to assisting her with any further inquiries.

  
  Kind Regards,
  Nexus Team

  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23289231
  
  I am rejecting this response because:
  
  While I agreed to pay more to have my car shipped it was not as if I was given multiple good options to choose from. I was basically told either pay a higher fee or your car will not get picked up and I would have had to pay even more to extend my rental car while I waited even longer for you to find a driver. As you confirmed, my pickup window was between May 1-3, a driver was not assigned to my car until 2 days after the pickup window ended on Monday, May 5th and the driver did not pick up my car until Thursday, May 8th, and my car was not delivered until Tuesday, May 13th. Also, I was not told that you would continue to look for other drivers at the rate I was originally quoted. I was told that it was unlikely that a driver would agree to pick up my car at the rate of $1250, which is what I was originally quoted, which is not something that was said to me until Monday May 5th, 2 days after the pick up window ended.
  

  During the pickup window I called the company multiple times to check on whether or not a driver had been confirmed and they kept telling me that everything was fine and last minute confirmations were normal.
  

  To say that my permission was given as a way to negate the fact that after being given over a months notice of my shipment you still weren't able to fulfill the order until after a week of the agreed upon time is ridiculous and bad business on your part. Your careless business tactics, unprofessionalism, poor time management and bad communication have cost me an additional $650 in car rental fees, gas, time off work and overall stress. 
  

  After all of this, the only thing the company bothered to offer me was $100 off my next car shipment. I will never do business with this company again and I will instruct all of my fellow travel healthcare workers to do the same. 
  
  Sincerely,
  
  Khala Shoulders

  

  Business Response

  Date: 05/26/2025

  We appreciate our customers response and are fully committed to addressing the concerns and complaints they have raised.
  As we mentioned in our previous correspondence, we encountered an unforeseen shortage of truckers on the customer's route and that lead to an unexpected delay in pick up. It was our every intention to pick up the customer's vehicle during the pick up window she provided, but the first available driver that was located was offered to the customer. Unfortunately, being that this was the only available driver, his rate was much higher than what the drivers accept usually on the same route. We did our best to negotiate and absorb some of the cost, but we could only cover the price difference to a certain extent. After settling on the lowest possible price the driver would accept, Nexus had to call the customer to present the offer to her. That offer was accepted.
  We would once again like to reiterate that Nexus Auto Transport, as a broker, does not have the authority to make decisions on behalf of our customers. Our job is to locate the driver, present available options and ensure that our customers are satisfied with the choices offered.
  As a token of our appreciation for the business we received and in the spirit of goodwill, we would like to offer our customer a gift card in the value of $100 to be used in restaurants of her choice.

  
  Kind regards,
  Nexus Team

  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23289231
  
  I am rejecting this response because:
  
  The additional amount that I had to spend, outside of the additional $250 I was told to pay to ship my car, is more than the $100 food gift card the company is offering as compensation. According to the screenshots I have provided, I had to pay a total of $294.82 for a rental car since my car did not arrive until eight days after what I was originally quoted, guaranteed and had agreed to. 
  

  The company continues to refuse to take any real responsibility for this situation and instead continues to place blame on to others, including myself at one point. According to the email sent to me by the company, Nexus Auto Transport advertises itself as a company that provides "all-inclusive customer care," and not just "brokerage services" like the company continues try to state to avoid taking responsibility. With that being said, in my opinion, according to the services that were advertised to me through email, the company website and over the phone, the company is absolutely able to be held liable for any mishaps that occur before, during and after the shipment of my car. After all, that is what "all-inclusive care" actually means. 
  

  While I can agree that unforeseen circumstances occurred, they could have been prevented if the company did not wait until the week of my shipment to find a driver to ship my vehicle, especially considering I placed my order over a month in advance.

  Furthermore, the company stated that they did their best to absorb as much of the additional cost of the shipment, however, they still required me to pay a $100 deposit, which is conveniently the same amount they're offering as a reimbursement.
  

  Lastly, based on all the information that I have mentioned throughout this discourse, I believe that a more equitable outcome might be achieved if the company refunded the deposit they received, which according to the documents I provided went to them and not the driver, and the cost of my rental car for the additional days it had to be rented which would be a total of $394.82.

  I feel that is a fair and just reimbursement that fairly compensates me while simultaneously aligning with the company's advertised transportation services. 

   

  Sincerely,
  
  Khala Shoulders

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with Nexus Auto Transport has been nothing short of appalling a textbook case of deceptive business practices, systemic disorganization, and a complete absence of professional accountability.I was quoted $1,600 to transport my vehicle from *******, ** to ***********, with a confirmed pickup window of April 2225. Despite receiving initial communication from **** at Nexus, who was initially absolutely wonderful and follow-up confirmation from (over a week after the pickup window) *******, that window passed without so much as a call, text, or update. Then, well after the promised dates had lapsed, I finally received a call informing me that the new price would be $2,200 an almost 40% increase with no justification, no apology, and no explanation beyond vague dispatch excuses, claiming the "market conditions changed".This is not a miscommunication. This is a deliberate bait-and-switch. Nexus allowed the agreed timeline to expire in silence, only to reappear with an inflated price and zero accountability. The strategy is clear: secure business under one number, delay until the client is backed into a corner, and then jack up the price. Its predatory, plain and simple.I work in a highly regulated, professional industry and would never tolerate or excuse this kind of negligence. For a company that claims to offer all-inclusive customer care, ******************** has proven itself incapable of even delivering basic honesty or timely service. This experience has eroded all trust I once had in their ******* expect a formal response, an honoring of the initial price IF the transport is completed, and most importantly, transparency and accountability for the practices being carried out under **** and Elliotts names. Anything less is an endorsement of unethical conduct.Consumers should be extremely cautious when dealing with this company.

  

  Business Response

  Date: 05/09/2025

  We would like to thank our customer for reaching out to us through the Better Business Bureau to disclose his concerns as we are more than willing to address them.
  The customer placed an order with ********************** LLC on April 18th, 2025 to ship his 2013 ******* ****** from **********, AZ ***** to **************** and indicated his preferred pickup window between April 22nd and April 25th.
  After the placement of order, Nexus Auto Transport team communicated with carriers on this route and checked their schedules and availability. Due to an unexpected shortage of drivers on the route, because of the high demand present on it, Nexus Auto Transport did thorough reorganization and rerouting of truckers. After getting in touch with one of the carriers willing to transport the vehicle, Nexus Auto Transport reached out to the customer on April 30th to present an offer that our customer could either accept or reject, which he did at the end.
  The price given to our customers are based on historical and statistical data on a certain route for the same vehicle type and dates. Whenever the trucker is willing to negotiate the pricing (offering a lower or higher price) we are obligated to present that offer to our customer. As the customer spoke with our dispatcher and rejected the offer, he provided us with the new preferred pickup window being between May 26 and May 31st.
  We understand that this might have caused inconvenience to our customer and we would be glad to offer a gift card in the amount of $50. As the new pickup window approaches, we would like to assure the customer that we will consider only offers for the original quoted price.

   

  
  Kind regards,
  Nexus Team

  
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23270692
  
  I am rejecting this response because:
  
  Response to Business Complaint ID ********
  
  I am formally rejecting Nexus Auto Transports response.
  
  The companys explanation is disingenuous and avoids accountability for what was clearly a bait-and-switch tactic one that aligns with a disturbing pattern of similar complaints reported through the BBB and other platforms.
  
  Let me be unequivocal: Nexus provided me with a written quote of around $1,600 and a guaranteed pickup window of April 2225. That window came and went without a single update or attempt at contact. I had to reach out for contact every single time. Then, on April 30th five full days after the final day of the promised pickup window I received a call with a sudden updated offer of $2,200, a 38% increase. No warning, no explanation, no accountability.
  
  I have friends in the car business, and Ive already consulted with several colleagues who regularly arrange closed vehicle transport across the country. Every one of them confirmed what is now plainly obvious: Nexus intentionally underbid this shipment knowing full well what the current market demands are, then let the clock run out hoping I would have no other options when they reappeared with a last-minute carrier offer.
  
  This is not an honest business model it is predatory, and unfortunately consistent with numerous BBB complaints and public reviews outlining nearly identical behavior.
  
  Their explanation about rerouting and driver shortages is a convenient cover for failed dispatch practices and pricing manipulation. And the offered $50 gift card is frankly insulting a token gesture in exchange for wasting my time, missing agreed-upon dates, and attempting to upsell me under duress.
  
  At no point was I offered meaningful resolution only excuses and a request to accept or reject their inflated price, which I was forced to reject because of their failure to meet their own terms.

  One of their supervisors called me to try and learn more about the issue and said that she was so committed to making it right that she would have someone from the dispatch team and reach back out to follow up, and of course that never happened.

  Additionally, when ******* called me during the next proposed pickup cycle, he informed me that due to shifting market demands, the new price would now be $2,600 a full $1,000 increase from the original quote. He made it clear, both implicitly and explicitly, that the originally agreed-upon price was effectively off the table, despite Nexus having already missed the initial pickup window through no fault of my own. This further confirms that Nexus never intended to honor the original quote and instead used it as a placeholder to secure the booking before attempting to upsell me under pressure.
  

  I reject every point in their response and maintain that this companys practices should be more heavily scrutinized. I urge the BBB to keep this complaint active and public. I have stated multiple times that I reject doing business with them, and would not be proceeding under any circumstance.

  

  Business Response

  Date: 05/22/2025

  We would like to thank our customer for his response and are more than willing to provide additional details.
  First and foremost we would like to express that our agents did provide explanations whenever they spoke with the customer which the customer confirmed in his previous response. Our team is diligently working on honoring the original quoted price, but as already stated, in cases of driver shortages market rates change and affect the quoted price.
  After thoroughly checking our internal records, we discovered that the customer was never offered the price of $2600 like pointed out in the customers previous response.
  We would like to inform our customer that the increase was solely based on the offer received by the trucker. Nexus Auto Transport has no control over the shifting market rates but lowered its fee to the lowest possible when negotiating with the trucker. We apologize for the inconvenience caused and would like to offer a gift card in the amount of $100.

  
  Kind regards,
  Nexus Team

  
  

• Initial Complaint

  Date:04/25/2025

  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.

  NEXUS auto transport agreed on a price to pickup a car in ******* and transport to *******. They are a broker and they farm out to smaller entities in this case, *****************. Once they farmed my transport out, they came back and asked for more money above the agreed to price. They even went as far as to recover the Veterans discount of $50, which they offered. This is after they picked up the car from the dealer, loaded it, and then stated that the car was inoperable because they had to put gas in it. Really? The total price paid was $1,703 in the end, $1250 going to ********* and $453 to the broker. When attempting contact to the transport company, and NEXUS, all you got was the runaround. Someone finally returned a call from NEXUS, to inform me of the additional charges. The driver never called. Texts from the transport company made no sense and an intelligent person could see that they were looking for more money. If the vehicle was quote inoperable why were they able to drive it on the transport vehicle and off again if all it needed was gas? Pure scam, NEXUS told me the carrier wanted $170 for gas? In a small gas can provided with the vehicle. Why didnt they just leave the vehicle at the dealership if they thought there was a problem? Why did they not contact me and state they couldnt do it if the vehicle was inoperable ? Because it is a scam. There are a plethora of complaints similar to my own on BBB site. Look for yourself. Do not use either of these companies. I dont have the receipts because none were provided.

  

  Business Response

  Date: 05/06/2025

  We would like to thank our customer for reaching out to us through the Better Business Bureau. We appreciate the opportunity to provide further details concerning the complaint.
  Regarding the vehicle transportation booked with Nexus Auto Transport LLC on April 21, 2025, for an operable vehicle with a preferred pickup window between April 23rd and 25th, we assigned the carrier ***************** to handle the pickup on April 23rd. Upon arrival at the designated location, it was discovered that the vehicle could not be loaded due to a lack of fuel, rendering it inoperable at that time.
  During the call with our agent on April 25th, our agent clarified to our customer that the driver incurred an additional expense of $235 due to the necessity of manually adding fuel to the tank each time the vehicle needed to be repositioned on the trailer because of other loads. As per our records, the customer agreed to cover this additional charge after receiving a detailed explanation. We would also like to draw the attention to Section 7 of the Nexus Auto Transport LLC Terms & Conditions, which outlines the requirement for vehicles to be in good working condition, unless otherwise specified, and to have between 1/4 and 1/2 tank of fuel prior to transport.
  Should the customer require any additional clarification or support, Nexus Auto Transport LLC remains fully available and committed to assisting him with any further inquiries.

  Kind regards,
  Nexus Team

  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23252262
  
  I am rejecting this response because: this response is in accurate. It does not address the fact that if the transport company or the transporter thought there was an issue, they should have contacted me and opted to leave the vehicle at the dealership. In response to the transport companys policy regarding the fuel, I dont remember being given any instructions verbal or written regarding the tank being half full or empty. If this was in fine print or half mentioned on the phone I dont recall seeing or hearing anything in regards to this. Again, if there was an issue, they should have left it at the dealership and called me, and if there was something in there rules regarding the fuel, once again leave the car at the dealership and call. Dont call after the fact and try and extort additional money. Also, if there are people i.e dispatchers or drivers who cannot communicate or understand what you are trying to communicate, then I cannot be held responsible for that. Furthermore where did they come up with that figure. Thats a lot of money to pay for gas in a 1 gallon gas jug? ( I still have it) Show me also how many times the vehicle was moved on and off the transport to where it would cost that much money? Weird? So, it does not make any difference to me what else you might offer as an excuse. The companies complaint history speaks volumes. Again, if on pickup there was a problem, you should have sorted it at the dealership with me or the dealership ********* and not taken possession of the vehicle. We are done here.
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 05/16/2025

  We want to thank our customer for their response and are more than happy to provide additional details regarding their concerns and further details about this shipment.
  When the customer called to place an order with **********************, the vehicle was listed as operable but when the driver arrived at the pickup location he noticed a container under the hood for the gas to be put in so the vehicle could run. Since this discovery of the gallon, the driver needed to put additional effort and time to manually fill the plastic container every time he needed to reposition the vehicle on the trailer so he could deliver other vehicles he had as well. Repositioning of the vehicle happened three times in transit, in *******, ************** and **************
  The carrier company informed us they were in contact with the customer at every time of repositioning to inform about it happening as it wasn't safe for the driver to drive the vehicle in that condition. The carrier company was willing to transport the vehicle regardless of its condition just to make the customer satisfied and for the vehicle to be delivered on time.
  Unfortunately, the carrier company doesn't have the receipts for the gas. The driver took a picture of the plastic can under the hood which we attached for the customer's reference.
  We would like to emphasize the fact that Nexus Auto Transport is dedicated to providing exceptional service and is constantly looking for ways to improve.
  As a token of customer's business we would like to provide a $50 Gift Card for the restaurant use.
  
  Kind regards,
  Nexus Team
  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23252262
  
  I am rejecting this response because: I am not interested in the gift certificate. Change your practices. Its not about the money. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:04/23/2025

  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.

  I am filing a formal complaint against Nexus Auto Transport for the mishandling of a recent vehicle transport service and their failure to follow up on a serious issue I reported.I contracted Nexus Auto Transport to ship my brand-new *** X7 from ******, ******** to ******, *****. The vehicle was picked up with 6 miles on the odometer, but upon delivery, it had 138 miles, indicating it was driven 132 miles without my knowledge or consent. Additionally, someone (identified as ******) had connected his personal phone to the vehicles infotainment system, which further confirms unauthorized use.There were also visible scratches on both key fobs, which is unacceptable for a brand-new vehicle. To make matters worse, the car was delivered to the wrong address (******, ** instead of *******,**) forcing me to travel to a different location to retrieve it.I contacted Nexus Auto Transport on April 7, 2025, and followed up again a week later after receiving no meaningful response. A representative acknowledged my complaint and claimed they would reach out to the carrier and follow up with me. As of today, no one has contacted me again, and the issue remains unresolved.I am extremely disappointed by the lack of accountability and poor customer service. I am seeking the following:A formal investigation into the unauthorized use and mishandling of my vehicle.Compensation for the added mileage, damaged key fobs, and inconvenience.Assurance that steps will be taken to prevent similar incidents in the future.I appreciate your attention to this matter and hope the BBB can assist in facilitating a resolution.

  

  Business Response

  Date: 04/30/2025

  Thank you for reaching out to us through the Better Business Bureau and sharing your concerns regarding the transportation of your vehicle. We want to assure you that we take your feedback seriously.
  
  We understand that you placed an order on March 31st, 2025, to transport your vehicle from ******, **, to *******, **. We assigned a carrier, TTA Transport ***** for the pickup on April 2nd. The vehicle was successfully picked up on April 2nd and delivered on April 5th.
  
  On April 7th, you informed us of suspected damage, specifically scratches on both key fobs, and a suspected additional 132 miles on the odometer. You also mentioned that someone named ****** connected his phone to the vehicle's infotainment system and informed us about a change in the delivery address.
  
  We immediately contacted the carrier, TTA Transport ***** to investigate these concerns. They informed us that they would follow up with the driver, Suhrob. They also clarified that the phone connected to the infotainment system did not belong to the driver. According to the carrier, they contacted you before delivery, and you suggested a meet-up location with the driver. Regarding the suspected damage, the carrier stated that they were not informed of any issues, and the Bill of Lading had no damages noted. The carrier informed us the driver drove the vehicle solely for loading and unloading purposes.
  
  For your reference, we have attached a copy of the Bill of Lading. It is crucial to note any potential damage on this document during the vehicle inspection at the time of delivery. We understand the vehicle was delivered during daylight hours, providing suitable conditions for a thorough inspection.
  
  We also requested photos of the odometer at the time of pickup, which you mentioned having, but we have not yet received them.
  
  In the event you wish to pursue a claim, we have attached the Certificate of ******************** as your vehicle was insured during the transport.
  
  We are here to address any further questions you may have and provide any additional information needed. Please feel free to reach out to us directly to discuss this further.
  
  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23243541
  
  I am rejecting this response because:

  I respectfully reject their response for the following reasons:
  
  
  Timing of My Call: I contacted the carrier just minutes after picking up the car to report the discrepancy in the mileage, not on April 7th as they claimed.
  Pick-Up Location Misstatement: It is incorrect to say we agreed on a specific pickup location. The driver called me and said he was by my house in *******, **, but when I went outside, no one was there. Upon checking the location he sent me, I realized he was actually in ******, **. When I asked him to come to my house as initially expected, he said the car was already offloaded from the trailer.
  Vehicle Condition on Delivery: While no exterior damage to the car was noted at the time of deliverywhich was my primary concernI later discovered that both key fobs were scratched, something I did not expect or appreciate.
  Odometer Reading: The bill of lading was missing a key detailthe odometer readingwhich was completely left blank. Recording the mileage is part of the carriers responsibility and omitting it is both unprofessional and concerning.
  
  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/09/2025

  We appreciate our customers response and are fully committed to addressing the concerns and complaints they have raised.
  As we mentioned in our previous correspondence, the Bill of Lading, which serves as the official cargo manifest, indicates that the vehicle was delivered without any visible damage. It is crucial to carefully inspect the vehicle upon arrival and record any damage on this document at the time of delivery.
  We also want to note that despite multiple attempts to obtain photographs of the odometer readings before the vehicle was picked up, from both your end and the dealership, we were unable to secure these images. While we have made every effort to address this situation with the information currently available, further steps require this additional data.
  The carrier did not take pictures of the odometer because he is not required to do so.
  We have already provided you with all the necessary documentation to initiate a claim with the insurance company. Please understand that Nexus Auto Transport is not authorized to file claims on your behalf or represent you in any legal or claim proceedings.
  As a token of our appreciation for your business and in the spirit of goodwill, we would like to offer you a 10% discount.

   

  
  Kind regards,
  Nexus Team

  
  

• Initial Complaint

  Date:04/22/2025

  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.

  On January 14, 2025, Nexus Auto Transport arranged for MK Transportation, LLC to transport my brand-new vehicle (2025 Genesis ****** purchased from ******* of Aurora in ******, **, to *******, **. The vehicle was delivered on January 18, 2025. I paid $899 total $299 to Nexus Auto Transport and $600 to MK Transportation at delivery for professional, insured transport.Upon delivery, the vehicle was extremely dirty, preventing full inspection. I drove it home but did not drive it again until February 23, 2025, at which time I discovered significant dents and scratches on the roof, consistent with damage caused during transit. The carrier had already unloaded my car prior to my arrival, so I could not see its positioning on the transport ************ taken at pickup from the dealership show no damage. Photos taken at delivery of the vehicle clearly show the damage. It is evident the vehicle was damaged while in MK Transportations custody. You can access and review all photos via the *** under "see inspection photos and details: ..." highlighted in yellow. All pickup photos show no damage to the vehicle. Photos 1 and 43 of the delivery photos display damage to my vehicle. At the time of booking, Nexus Auto Transport assured me my vehicle would be fully insured, but no insurance documents were provided prior to shipment. After discovering the damage, I requested and received a Certificate of Insurance and Bill of Lading. I filed a claim with MK Transportations insurance provider, but for over two months I have been told the claim is still under review, with no decision or timeline *********** vehicle was brand new and had no damages at pickup. The repair estimate is $2,559.01. I am seeking immediate full payment to restore my vehicle to its original condition.If this matter is not resolved promptly, I am prepared to escalate by filing with the ****** state Attorneys General, and pursuing legal action in small claims court.

  

  Business Response

  Date: 04/30/2025

  We would like to thank our customer for getting in touch with us through the Better Business Bureau, we will be more than happy to offer a response.
  Nexus Auto Transport assigned a carrier company to transport the customer's vehicle on January 14th.  The vehicle was delivered on January 17th and the damage was reported to Nexus Auto Transport on February 23rd. Over a month after the vehicle has been delivered. However, we promptly contacted the carrier to report the damage to them and to obtain Bill of Lading (BOL) with the pictures from pick up and delivery so they can be compared.
  Although it took longer than expected to obtain the **** after numerous follow *** with the carrier, we finally received the document on the 5th of March and shared it with the customer. ******************** also shared the Certificate of Insurance (COI) with the customer on that same day and advised her to contact the insurance company in order to officially file a claim.
  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. If the customer has difficulties in communication with the insurance company or feels like the process is taking too long, Nexus would strongly advise her to request to speak with someone from the management of the insurance company and share her concern with them.
  We would also like to point out that Nexus, as a broker, has no active role in the physical transport of the vehicle and, therefore, cannot be held liable for any and all claims and damages arising out of the actual transport of the vehicle. That responsibility falls on the carrier company that physically transported it. Therefore, Nexus is not required to compensate the customer for the cost of her repairs. That is something that will be reimbursed to her through the insurance company once the claim process is completed.
  Nexus is, however, always there for the their customer, assisting with the communication with the carrier. If there is any additional documentation or information that the insurance company is missing, Nexus would gladly contact the carrier again to request them if it might help expedite the process.
  We realize that this has been a long and stressful process for the customer and ******************** would like extend our apologies for the inconvenience this has caused. We remain at the customer's disposal for any further assistance or questions she might have.
  
  
  Kind Regards,
  Nexus Auto Transport
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23238152
  
  I am rejecting this response because I paid for a service facilitated by your company and relied on your selection of a carrier, based on your assurance that the vehicle would be insured during transit. Now that my vehicle has been damaged, Im being given the runaround without any remedy or support.
  
  As the dispatcher, you were responsible for hiring the carrier. I had no role in selecting or vetting their insurance coverage, and therefore, I am seeking your direct assistance in resolving this matter. Specifically, I need you to contact the carrier and/or their insurer to determine whether any further information is needed from their side and to provide a clear update on the status of the claim.
  
  At this point, I have not received any meaningful communication or resolution. I am requesting your active involvement in securing a formal response from the carriers insurer and ensuring a timely remedy.
  
  Thank you for your attention and cooperation.
  
  Sincerely,
  
  Phinesia *******

  

  Business Response

  Date: 05/11/2025

  We are thankful to our customer for their response and are more than glad to address their concerns.
  Our team contacted the carrier MKA TRANSPORTATION LLC to request a Certificate of ******************* covering the vehicle on the dates of transportation. We have attached this document for the customer to review it.
  We remain open to further discussion and will be more than happy to answer any additional questions or provide any further information that the customer might need.

  
  Kind Regards,
  Nexus Team

  
  

  Customer Answer

  Date: 05/12/2025

  I have already received the Certificate of Insurance (COI) and submitted a claim to the carriers insurance company. Unfortunately, the claim was denied on the grounds that their policy does not cover damages sustained during private vehicle transports. As a consumer, there was no way for me to independently verify the limitations of the carriers insurance policy beforehand, and I was assured that my vehicle would be insured during transport.
  
  I have contacted the dispatcher/broker multiple times seeking assistance. Although I was told they would reach out to the carrier and follow up with me, I have yet to receive any meaningful update. Ive called twice in the past week alone. It feels as though, now that they have been paid for the service, they are unwilling to take further responsibility in helping resolve the issuedespite being the party that assured me my vehicle would be covered.
  
  At this point, I am seeking the assistance of both the BBB and the dispatcher/broker to help hold the carrier accountable for the cost of the repairs, which is outlined in the original complaint. All relevant documentation and supporting details were submitted previously for your review. The dispatcher/broker continues to provide generic responses and resubmit documentation that has already been shared. They have not offered a viable solution.
  
  It is my sincere hope that this matter can be resolved amicably and without the need for legal action.
  
  
  Sincerely,
  
  Phinesia *******

• Initial Complaint

  Date:04/16/2025

  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.

  I hired nexus to ship my car across country and paid for door to door service. My car arrived a week later than scheduled and not to the specified address. Many excuses were given but the fact was to hide the damage done to my car. They have refused to take responsibility and remedy the situation although there is clear photographic evidence.

  

  Business Response

  Date: 04/26/2025

  We would like to thank our customer for getting in touch with us through the Better Business Bureau, we will be more than happy to provide additional information regarding the complaint.
  As a company that prides itself on transparency, we would be happy to provide a clear explanation of the issues raised in the customers complaint.
  Firstly, the customer reported a delay in delivery. While we recognize the inconvenience that might have caused our customer, ********************** is always transparent about the possibility of delays in delivery. All delivery dates are estimated and subject to change as per our Terms and Conditions.  Unfortunately, in this business delays can be caused by numerous factors, 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 or times.
  As for the location of pick up. We realize the customer was expecting door to door ********************** and in most cases that would not be an issue, but some residential areas have restrictions and would not allow a large car hauler truck to safely pass through them. If it is not possible for the driver to safely park his truck at the address the customer provided, he would suggest a better meeting location near by like a parking lot or a wider, open space.
  This is also something Nexus informed the customer of in the notification email that was sent at the time of the carrier's assignment. The email is titled "Carrier Assigned for Vehicle Pickup".
  In terms of the customer's final issue - damage to his vehicle. Nexus, as a broker, is not liable for any and all claims and damages arising out of the actual transport of the vehicle. That responsibility falls on the carrier that physically transported the vehicle. Nexus is, however, always there for the their customer, assisting with the communication with the carrier and the process of filing a claim with the insurance company. We have contacted the carrier many times and discussed what they can do to directly resolve this issue with the customer. The first response we received was that the damage was present prior to pick up and the transport of the customer's vehicle. Unfortunately, the images that were shared to us of the alleged damage were not of the best quality and Nexus was not able to definitively ascertain when the damage occurred. Upon customers further claims that the damage occurred during the transport, we contacted the carrier again and were told that their claims department will be looking into the case. After a few follow up calls, we still haven't gotten a clear answer on how the carrier plans to resolve this issue with the customer therefore we have emailed the Certificate of Insurance (COI) to the customer and advised him to try and file a claim with the carrier's insurance company.  Details about how to file a claim were included in the email.
  We would like to thank our respected customer for his patience in this process and we would like to apologize for any inconvenience caused. We remain at the customer's disposal for any further questions.

   

  
  Kind Regards,
  Nexus Auto Transport

  
  

• Initial Complaint

  Date:04/14/2025

  Type:Delivery 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.

  We contacted Nexus Auto Transport to ship one of our vehicles from ** to **. We placed an air tag in the vehicle and on the key ring. **** responded with the details and a price. We booked the pickup of the vehicle on Monday, March 24, with expected delivery on Friday, March 28. Car was picked up as promised. Driver took multiple pictures and loaded car onto a 2-car trailer. Vehicle was on the move south on March 27, about 3pm, stopping in ** for the night. It appeared as though the driver drove through the night and the car was in Ft. **********, ** on Friday morning - 12 miles from the delivery point. We expected delivery sometime Friday but did not hear from Nexus or the driver 24 hours before. We had to call Nexus multiple times. We were told on Thursday that delivery was expected on Friday. By Friday afternoon, we still hadnt heard from the driver. We called again and were told the driver would contact us and delivery would be Saturday. No delivery. The driver was then unreachable. We called Nexus Saturday. We called Nexus Sunday. Each time we were told we would get a call with an update. No return call. Called Nexus Monday morning and was given a window when vehicle would be delivered. Vehicle was finally delivered in March 31, about noon. Driver took 4 photos. Was paid $500 in cash. The entire experience was extremely nerve wracking. We entrusted our vehicle to a company to ship it in a timely matter. Their website touts their constant communication but there was none. Website says delays can happen due to traffic and weather but the vehicle sat in a lot for 3 days before leaving **. And then sat 3 days in a lot in **. **********.

  

  Business Response

  Date: 04/24/2025

  We do thank our customer for getting in touch with us through the Better Business Bureau, we will be more than happy to provide additional information regarding the complaint. As a company that prides itself on transparency and is recognized by tens of thousands of satisfied customers, we aim to present a clear and comprehensive overview.
  The customer booked an order with ********************** to ship their vehicle from ***********, ** to *********, **. We assigned a carrier company to transport the customers vehicle and the dates they gave us for pick up and delivery were 03/24/2025 and 03/28/2025, respectively. However, the delivery dates are always estimated and subject to change as was stated in the dispatch notification email that we sent when the carrier got assigned.
  Nexuss *************** are considered rendered when Nexus dispatches a carrier to transport the vehicle. Nexus Auto Transport is acting solely in the capacity of a vehicle transport broker to connect our customer with a carrier who is willing to ********************** their vehicle. Our involvement is limited strictly to the role of a broker between services sought by the client and fulfilled by the carrier. Carrier is the party responsible for the moving transportation of the vehicle and they are responsible for controlling the method, manner, and means of accomplishing the performance of their services. But as a broker, Nexus is always there to assist their customers in communication with the carrier by providing updates when requested by the customer.
  On March 28th, we received the first call from the customer requesting to check on the status of her shipment. Nexus contacted the carrier and we were informed that the driver was passing through ************** and that delivery would happen on the 29th. A day later than the original, estimated delivery date.
  We received the second call from the customer on the 29th of March requesting an update on her delivery since she hasn't heard from the carrier. Being that it was a Saturday and the carrier's office was closed, we were unable to get ahold of them after many attempts. Since the carrier did not call Nexus directly to report any issues, we were not aware of the situation or the reason behind the delay in schedule. and could not assist the customer any better.
  On Monday, March 31st, Nexus followed up with the carrier at 7:11 am CST but the carrier once again did not answer their phone. We then received the third call from the customer at ****** CST requesting an update. We reached out to the carrier and finally got a response.  We were informed that delivery would happen on that day, between 11 and 2pm and we promptly informed the customer.
  We acknowledge that this delay caused a big inconvenience for our customer, but as a broker, ******************** is not responsible for controlling the method, manner, and means of accomplishing the transport. And therefore can not be held responsible for any delays.
  We would like to sincerely apologize for the inconvenience caused and to remind the customer that ******************** was there for her every step of the way, contacting the carrier and providing updates when we were able to get in contact with them during business hours.
  
  
  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23200584
  
  I am rejecting this response because:

  Nexus is not providing the entire chain of events in their response.  My husband and I called multiple times to get updates on delivery.  My husband was told on Thursday the 27th that delivery was still expected on Friday the 28th.  My vehicle was 12 miles from my location early Friday morning.  Friday afternoon, we were told delivery would be Saturday.  We called Saturday.  No response.  We called Sunday.  No one at Nexus would call us back.  We only got a call back on Monday once Nexus heard from the shipper.

  For a company who prides themselves on communication, they completely dropped the ball.  When someone in their customer service department says they will call back with an update, they should call back.  Even if the update is that they can't get a response from the shipping company.

  I appreciate the partial refund but disagree with the response.

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

  

  Business Response

  Date: 05/03/2025

  We would like to thank our customer for their response, and we are more than happy to address the concerns that they raised.
  Nexus tried to contact the carrier numerous times during the weekend, on the 29th and 30th of March, but we were not able to get in touch with them to get an explanation why the driver is parked 12 miles away from the delivery location as the customer claims, yet not delivering the vehicle. We were unable to get speak with a representative for their company since their office was closed. While the carrier's office is closed it is expected that the driver himself would contact the customer and update them about any potential delays as he is the one in possession of the vehicle and has first hand knowledge about when he would be delivering it. Nexus is not able to explain why that was not done.
  As soon as we received an update on Monday morning, we contacted the customer. As we had no update to give over the weekend, the customer was not contacted. Although, we do agree that a simple call to explain that we are unable to reach the carrier to get an update would have sufficed. We would like to apologize to our customer for not making that call.
  ******************** is dedicated to providing the highest level of service, as recognized by tens of thousands of satisfied customers.
  We are continuously striving to improve and appreciate the customer's valuable feedback.

  
  Kind Regards,
  Nexus Team

  
  

  Customer Answer

  Date: 05/05/2025

   
  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.  The company provided a partial refund, which I am grateful for.
  
  Sincerely,
  
  ***** *********