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:11/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  11/6/24 signed contract to transport son car from ** to ******** at his college. Email and text quote for 300. Pd 100. Day of pickup 11/11/24 they tried to make me pay 80 for driver I said no so they did not pick up till today. After getting car they tell me to sign new contract with their fees not in original qoute or pd order they will not deliver wr car unless I pay more. I will pay contract balance of 200. Upon delivery

• Initial Complaint

  Date:06/04/2024

  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.

  Car transportation (ftc report # *********)Original quote was $720 (paid $220 deposit), when the driver got to the location they said the dealership was closed (3 in the afternoon, and would try first thing in the morning) i called they stayed open til much later. the next day the driver called in the afternoon saying the dealership was closed again (they were open all day) and changed price to $1500. US pro logistics said they would find another driver (they found one for$1300). signed paperwork (for $1300 + $220). now car is arriving and they had me sign new paperwork for delivery (saying first was for pickup) but now for ($1500 + $220 + fee $350) or driver would put car in holding lot til full amount was paid (plus storage). have paid $220 from bank (5/22), $350 from credit card (6/3) and will pay $1500 cash (6/4) for delivery. did not agree to added price, or fee. where did the increase come from? why was the fee not on the original form?

  Business Response

  Date: 06/04/2024

  We sincerely apologize for the inconvenience caused during your recent vehicle transportation. We understand your frustration and appreciate you bringing your concerns to our attention.
  US Pro Logistics acts as a broker, connecting customers like yourself with qualified carriers for your vehicle shipping needs. Our top priorities are to:
  Find Safe and Reliable Carriers: We conduct thorough background checks and ensure carriers have all necessary documentation before assigning them to a shipment.
  Provide Competitive Pricing: We negotiate on your behalf to secure the best possible rates while considering factors outside our control, such as route demand, weather conditions, and fuel prices.
  Unfortunately, there are limitations to our brokerage role. We can't directly influence factors that affect pricing once a carrier is assigned.
  Here's a breakdown of what contributes to the final cost:
  Route Demand: More competition on a route may lead to lower prices.
  Vehicle Availability: The number of vehicles already being transported on the route can influence pricing.
  Driver Availability: Similar to vehicles, the availability of drivers on a specific route can affect costs.
  External Factors: Road conditions, weather, mapping, and fuel prices all play a role in the final cost.
  While we can't directly control these factors, we strive to find the best possible carrier within the limitations.
  Additionally, here are some points to clarify:
  Industry Standard Broker Fee: We assure you that US Pro's 15% broker fee is among the lowest in the industry.
  Transparent Pricing: While we may not be able to directly control the final cost, we are committed to transparent communication throughout the process.
  Moving Forward: We appreciate your feedback and are constantly evaluating our processes to improve the customer experience. We value your business and hope you'll consider US Pro for your future vehicle shipping needs.
  Please don't hesitate to reach out if you have any further questions or concerns. We're always happy to assist you.

• Initial Complaint

  Date:02/12/2024

  Type:Product 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 December 30, 2023. I contacted *************************** at **** Pro Logistics LLC after receiving a quote for $690 with 150 deposit to transport a vehicle from ********* ** to ******* **. *************************** sent me a link to pay the deposit and I paid it on the same day for a pick up on January 9. *************************** assured me that everything was good for pick and the car would be picked on January 9th. January 9th came and the driver never showed so I contacted *************************** to see what the hold out was? He told me that his driver broke his axle and need a couple of days to get his truck fix. He sent me a picture of I broken axle trying to reassure me of his story and the situation. He told me that he found another driver that will do it for $1200. I told him I would just wait on the first driver to fix his truck. But after 3 days I reached out again and it was still the same run around. I told him I wanted a refund and he gave me a different number ********** to contact about the refund. It was for a company called US Shipmate. I contacted this company on January 12. The person I spoke to said they would get me a refund right away. It will take 3 days. I called 4 days later on January 16th and I got a text saying they would call me right back. They never called and will not answer my phone calls. So I called **** ******** back and he said he would look into it and get it taken care of but now he is not responding to my calls or text. I think these companies are scammers they just pass you around and blame each other until you give up. I am not going to give up. I want my money back. I hope posting here will help that to happen.

  Business Response

  Date: 02/22/2024

  Dear ********************,
  I am writing to inquire about any past business transactions we *** have conducted with you. Our records indicate that we do not have any details or orders associated with your name in our entire system.
  Could you please provide us with additional information regarding any previous interactions or transactions you *** have had with our company? This could include order numbers, dates, or any other relevant details that *** help us locate the records in question.
  We strive to maintain accurate and up-to-date records of all our business activities, and we want to ensure that we address any discrepancies or oversights promptly.
  Your cooperation in this matter would be greatly appreciated. If you have any questions or require further assistance, please feel free to reach out to us at your earliest convenience.
  Thank you for your attention to this matter, and we look forward to resolving this issue together.
  Best regards,

• Initial Complaint

  Date:11/28/2023

  Type:Delivery 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.

  After my information was passed to US Pro Logistics from another company, I have received continuous offers for a move that is no longer needed. Attempting to contact their privacy office failed as the email on their web site is incorrect (misspelled domain and the email address listed does not exist on their system).

  Business Response

  Date: 05/31/2024

  Dear ***********************, we, US Pro Logistics assure you that none of your information was sent out from us, however if you received quotes from other places, we would like to inform you there is a lot of spam websites out there out of which you must have applied a quote there as well, from those websites usually information is shared to multiple companies. Again, we US Pro logistics assure you that we did not share out any of your information to any other company. That is strictly prohibited in our policy. Furthermore, the main email to contact us is "*******************************". 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 20927202
  
  I am rejecting this response because:  US Pro Logistics was the only carrier I submitted my information to, so it made its way from your systems.  It is physically impossible that it came from anywhere else.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/31/2024

  We would like to explain to you that we are super confident on the *** we use. Once you apply on our website the details go straight in to our ***. Once in *** it is impossible to extract details and share with others. Also, it does not make sense for us to share your details anywhere else because, that will be just looking to increase our own competition in the business, and we would not like any other competition in our potentiol order. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 20927202
  
  I am rejecting this response because:  Your system was literally the only system in which my information was input (the subsequent dissemination and spam contacts dissuaded me from submitting my request to other companies), so while Im sure you are super confident in your system, it is the only possible source.  Additionally, if you were serious about your confidence, you would not have waited six months after the initial complaint to respond to it (and after it had initially been closed by BBB).  However, I am confident you are trying to clean out a lot of these complaints now in the hopes that most who filed will not bother rejecting/responding so you can artificially improve the companys standing in BBBs system.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/30/2023

  Type:Customer Service 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.

  6/26/2023 Order #: ******** ***** and I signed agreement for transportation for vehicle, agreeing on type of transportation (enclosed), pickup date, drop off date. ***** then went missing, not responding to messages or phone calls. ***** never performed on signed agreement.

  Business Response

  Date: 05/31/2024

  *************, we apologise on behalf of ***** if he may have missed your call. We would like to explain that we are only a broker company and can only go as far as arranging the most suitable driver for you. We have no control over the pricing or dates. However we still try our best to meet all customer requirements. 

• Initial Complaint

  Date:05/01/2023

  Type:Product 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.

  Date: 4/11/2023 Shipping my car from ***** to ********** Total Amount: $420 They gave ** an upfront amount to be paid when we first booked with them, and they also took a deposit which they said would be promised back to **. However they never gave ** our deposit back and charged ** more than what they asked. We have been trying to contact them but they aren't responding.

• Initial Complaint

  Date:04/21/2023

  Type:Product 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.

  VERY UNPROFESSIONAL COMPANY and full of LIARS. Promised me one price and then kept my car HOSTAGE and made me pay extra $500 despite not answering my phone calls and replying back to my messages. Were late picking up the car by 5 days, and picked it up and kept it in another parking lot in CT in cold weather and delivered after 9 days of promised delivery date.Despite being late and kept on making false promises ("sorry we will give you a discount", "we will do a full free detail of your car"), they delivered the car inside the army base and the driver damaged two cars while backing up the truck and since then my car's trunk has been giving me issues. Despite the signed contract which was for $900, they literally kept my car hostage and made me pay EXTRA $500 to get my car. I am on active duty orders here for army in *******,**, and could not spend another day without the car (which was already delayed for 9 days) and was promised over the phone and via text message that I will be getting A REFUND FOR $300 FOR NOW "UNTIL WE RESOLVE THE ISSUE" and to my surprise, no refund has been issued yet and no one is answering my phone calls. I just read another review (while i was on the website BIZAPEDIA) and that review is from APRIL 2023 where it is the same issue of demanding extra money from the customer.THIS COMPANY SHOULD BE MADE TO PAY FOR THEIR DEEDS AND FALSE PROMISES AND SUBSTANDARD POLICIES, INADEQUATE PROFESSIONALISM SO THE INNOCENT CUSTOMERS WHO ARE DEALING WITH THEM FOR THE FIRST TIME ARE AWARE OF THEIR PRACTICES.