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:09/09/2022

  Type:Customer Service 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 requested a quote and since the request I have been harrassed with calls, texts and emails from the company. I have stated multiple times that I am not interested in doing business with them, and I still get nonstop calls. I want the calls to stop, as this is totally unacceptable behavior from a reputable business.

  

  Business Response

  Date: 09/12/2022

  We do apologize for the inconvenience and multiple calls towards the customer, but our team
  had only the best intentions - to provide the best service to the customer in regards to his
  transportation needs.
  However, we understand the customers wish not to be contacted further by our representatives
  and we will respect his decision.
  Once again, we do apologize for the inconvenience and we appreciated customers honest
  feedback - as always, we will use the feedback to improve our services in the future.

  Customer Answer

  Date: 09/14/2022

   
  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

  Date:09/08/2022

  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.

  I been dealing with transport companys for many years and this company by far has from my first conversation miss lead me and set me up with a 3rd party company for my transport. when i first spoke to them the guy on the phone told me they use their own trucks to transport and were insured. after paying the upcharge bc i was transporting a sports car that was not drivable. they looked to put me on the schedule as he told me. i later called and ask hows the process going and they told me they were still waiting for one of their drivers to pick up the load. the next day they set me up with a 3rd party company and i called and complained about it being a 3rd party. they assured me the car was going to be well taken care of and that the 3rd party company had full insured. the carrier not only did not know what they were doing but they also damaged my car for **** worth of damage. I called nexus and they told me they were just the broker and that i would need to deal with the ins company of the carrier. in a heart beat the word broker was used multiple times after they were already paid. they did not care about the problem and told me its not their problem. the carrier that picked up my car had insurance that didn't cover for the first **** only after **** would they cover and i told have to *** the company if they didn't want to pay. nexus assured me that carrier had insurance and now what's me to go thru small claims. having ins that starts covering after the carrier pays the first **** to cover cargo should not be allowed and should be told to the customer.

  

  Business Response

  Date: 09/12/2022

  By placing an order with Nexus Auto Transport, every customer agrees with the Terms and Conditions of the service which represent legally binding agreement between two sides.
  In Article 1 of the Agreement, it is indicated Nexus Auto Transport is offering broker services:  "This contract sets out your rights and responsibilities when you use https://nexusautotransport.com and when you use Nexuss Broker Services"
  A copy of the Agreement is publicly listed on our website as well and it is accessible to anyone.Before assigning any carrier company, we make sure to check several things about the carrier which include the validity of their Certificate of ******************* and rating in the community.
  After checking this particular carrier, we have found out the following: They have valid and up to date Certificate of ******************* and their rating in the community is **** out of 100.We are very sorry because there was a damage done to the vehicle but Nexus Auto Transport cannot influence the deductible amount set between the carrier on one side and the insurance company on another side.
  Also, we as Nexus Auto Transport cannot influence which insurance company any carrier will use and what will be their mutual relationship, terms and conditions of the cooperation and use of the service.As a company that cares about customers especially in a situation where there is a damage done to the vehicle, we have refunded the full amount of the deposit to the customer.According to the article 11 of the Agreement between the customer and **********************: 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. Notwithstanding the foregoing, Clients defense, indemnification and hold harmless obligations under this Section ******************************************************************************************************************************************************************** willful misconduct of an Indemnified Party.
  
  
  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17936409
  
  I am rejecting this response because:

   

  the only form of contract I was given does not have any term and conditions on it other then paying the carrier in cash money order or certified check. I did not signed or agreed to any of your terms that you have publicly labeled on your website what I did have was a Conversation with one of your representatives. That told me that you were using your own transportation carrier. And after I declined other offers because I didnt wanna go with a third-party company picking up my vehicle. You Guys told me that it was a third-party company. And that they were fully insured and professional. What I got was a Driver I couldnt communicate with you since you didnt speak English. And an owner who dropped my claim with his insurance and blocked my number. All Conversations after your recording are recorded. And a simple review of the recording will show that Im 100% right. Your company mislead me in believing youre providing me with a service that you ended up not providing me with. While you did remind me your 200 broker fee Im left with over **** in damages and bill from another company to remove the car out of the Unprofessional unequipped carrier you booked me with. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/21/2022

  By placing an order with Nexus Auto Transport, customer has received an email from our
  company with the subject title Car Shipping Order Placed - Order #******-KU.
  In the email, it is clearly indicated the following: By booking an order with Nexus AT LLC, you
  agree to the Terms and Conditions.
  As earlier indicated, The Terms and Conditions are a legally binding contract betweenthe
  customer and **********************. This contract sets out your rights and responsibilities when
  you use https://nexusautotransport.com and when you use Nexuss ****** Services.
  In the Section 3 of the Contract, it is said Nexus Auto Transport will identify a third-party
  transport car carrier (Carrier) who is willing to transport your vehicle (Vehicle) in accordance
  with your order (Nexuss ****** Services).
  Further on, it is explained that Nexus Auto Transport is not responsible for moving any vehicle
  nor will Nexus Auto Transport take possession of any vehicle and we would again remind the
  customer to carefully read the Article ********************* which the 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. Notwithstanding the foregoing,
  Clients defense, indemnification and hold harmless obligations under this Section 11 will not
  apply to the extent that any Indemnified Claim is finally determined by a court of competent
  jurisdiction to have been caused by the gross negligence or willful misconduct of an Indemnified
  Party.
  As we earlier said, we are very sorry because there was a damage done to the vehicle and we
  have refunded everything we have charged the customer for our services.
  If there is a problem in communication with the carrier company, we will be more than happy to
  help the customer to resolve the communication problem with the carrier.
  
  
  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17936409
  
  I am rejecting this response because:
  
  

  the terms and conditions were sent after I booked and paid with a receipt in an email and were not clearly displayed. They were at the bottom Of the email. My initial quote which was given over the phone said no such thing about terms and conditions. What your rep did say and Ill repeat again was that you were using your own trucks not a 3rd party and that you were going to charge extra bc you had to use one of YOUR trucks that could accommodate my vehicle. As I said before you have the recording. Your terms and conditions listed at the bottom of a email after someone has already booked a pick up with you Im sure holds no value in court. And if this carrier doesnt show up to court and doesnt pay me Im coming after you next. Your whole page is misleading your reps on the phone are misleading. You have a business model in your website where you paint a picture of something thats not true. Your state you hand pick your inclosed trailer carriers and do research on them. Only pick the best and most professionals. The carrier that showed up didnt have a way to get my car out his trailer. Didnt have any tools not even a simple jumper to be able to turn the wheels. Are you guys kidding me. I printed out your whole page all your tabs. Its misleading and selling under fail pretense. You keep thinking your terms and Conditions are going to save you. Do the right thing and pay for the damages and go after the carrier you have an agreement  with. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/31/2022

  Type:Billing 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 8/10/2022, I placed an order for my 2012 Kia ****** to be shipped from *******, ** to *******, **. The transportation was scheduled for 8/22/2022. The customer service agent gave me a quote for $550 total for the transportation of my vehicle. The customer service agent promised that this price would not change. On 8/22/2022 I was called by a representative of Nexus stating that they would not charge me $725 for the transportation of my vehicle. They changed the price the day that I was moving which made me feel obligated to use them otherwise I would not have my car, Nexus told me that I would have to pay them $100 and the driver of the vehicle $625. I used my credit card to pay Nexus and I used Zelle to pay the driver. The driver's name was *****************************.

  

  Business Response

  Date: 09/01/2022

  After checking our records, recorded phone calls and phone call logs we have found out the
  following:
  The customer placed an order to ********************** the vehicle from *******, ** to *******, ** on
  the 10th of August with the pick up date set for the 22nd of August.
  On August the 16th our team members tried to get in touch with the customer twot times to
  offer a trucker, the customer was both times unreachable.
  On August the 17th, the customer sent an email with the delivery address - and our team
  member immediately updated the order and replied to that email.
  On August the 22nd our team members tried to get in touch with the customer to offer
  another trucker which offered a different price and the customer agreed to change the
  payment terms so we arranged the transportation with the customers approval and explicit
  consent.
  Keeping in mind everything said, the customer gave his consent voluntarily and accepted
  the offer from the truck driver and the original agreement was changed with the customers
  consent in a verbal way on a recorded line.
  We are sorry for the inconvenience and we would be happy to assist the customer in future
  transportation needs.
  
  Kind Regards,
  Nexus Team