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:07/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nature of the Complaint:Failure to provide service as agreed; failure to communicate timely; failure to meet pickup window or offer viable alternatives; misleading representations regarding imminent pickup.Timeline of Events:June 1620, 2025: My original 5-day pickup window for vehicle transport from ************, ** to ********, **. No carrier was assigned during this time.June 19, 2025: I expressed concern about delays and asked if more negotiating funds were needed. I also noted the companys phone support line disconnected me multiple times.June 20, 2025: Sherpa responded saying they had added their own funds and were confident the vehicle would be picked up by the next day (June 21). That did not happen.June 2123, 2025: I proactively provided a backup releaser and asked about changing the drop-off location due to delays. They stated Milpitas was the easier option and confirmed they added $600 of internal funds to attract carriers.June 2427, 2025: Continued back-and-forth with no assignment. On June 25, I was told they were still working on it. On June 27, after no update for 24 hours, I issued an ultimatum: either confirm a carrier by June 30 or provide a new quote. I stated I would escalate to the BBB if not resolved.June 27, 2025 (later that day): I received an email from Sherpa acknowledging the delay, reiterating they were doing what they could. June 29, 2025: I received a call confirming that a carrier was identified, then 30 mins later another saying the carrier would not be able to pick up either ****** of June 30, I still had not received any assignment or updated pricing.

  

  Business Response

  Date: 07/03/2025

  We were disappointed to receive your feedback, and were sorry that we did not meet our standards on your shipment.  However, were glad we were able to work together, find a solution, and ensure that your car was picked up.
  We take customer feedback regarding both our team and our assigned carriers seriously, and we appreciate the opportunity you gave us to rectify the situation.

  Customer Answer

  Date: 07/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair 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.

  My boyfriend, **** *******, and I hired this company to help recover his vehicle that had an accident in the middle of my final military move. They have promised several different pickup dates, keep claiming they got a driver and then suddenly dont have a driver, and here we are on the projected delivery date and the car still hasnt been picked up. I cant finish submitting my move paperwork until the car is here because we have to get a weight ticket for it. This car needs to get here.

  

  Business Response

  Date: 06/13/2025

  
  We apologize for your initial frustration with your carrier canceling due to mechanical issues. Were glad we were able to  find another carrier to safely deliver your vehicle. We take customer feedback on both our team and our assigned carriers seriously, and we are grateful that you provided us the opportunity to rectify the situation.
  

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sherpa Auto Transport and I agreed to have my car transported from ******, ** to **************, MD and returned to ******, **. My car was to be picked between 12-23-24 and 12-30-24. The driver picked up my 2017 *** 330i on 12-28-24. And told me he would drop it of between 1-2-25 and 1-4-25. The driver contact the *** in MD on 1-2-25 and said he would drop the car by 5 p.m. and then he contacted the *** again and said he would drop the car between 2 p.m. and 3:30 p.m. We did hear from him until we called him after 7 p.m. and he gave no reason why he didn't drop my car.I asked him to drop my car on 1-2-25 and he said he would drop my car on 1-3-25 between 10 am and noon. I told him to give me an exact time since he wasted so much of our time the day before. This is when he threated not to return my car. This is when I contact Sherpa Auto Transport. They contacted the driver and they said the driver would deliverer the car between 10 a.m. and noon. As asked SA to ensure that my car would be dropped on time and they would not. The driver dropped my car after 2 p.m. So he wasted two days of our time. Of course, I cancelled my return trip with Sherpa Auto Transport. And I think they should reimburse $300 for the trip were the driver threated to keep my car. And the driver unnecessarily wasted two days of our time.

  Customer Answer

  Date: 02/10/2025

   
  Better Business Bureau:
  
  

  We have come to a solution on my case #********.

  Thank you very much for all your help.

  Please let me know if there is anything more I need to do.   

• Initial Complaint

  Date:09/29/2024

  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.

  Had a vehicle delivered through the company and it arrived damaged and no one has gotten back to me about getting it repaired. You dont buy a brand new vehicle and expect it to be damaged in transport and the drive put blame on the dealership. I have detail and through video of its condition when being picked up. Part to get it fixed is going to cost me $500 if not more after part with labor

  

  Business Response

  Date: 10/03/2024

  Thank you for your feedback, Sarah. We are glad that our Customer Care Team was able to follow up with you on the same day that you reported the issue to us. In the rare case of damage during transport, Sherpa’s Customer Care Team acts as a liaison to discuss the matter with the responsible party, the carrier company, in an effort to help all parties reach a resolution. With our mediation efforts we are currently communicating with all parties to discuss resolution for the matter. In the event a resolution cannot be reached directly, Sherpa’s Customer Care Team provides support to facilitate the process of filing with the responsible party's insurance to have the matter investigated by the appropriate professionals. We are happy that our Customer Care Team has also been able to provide the necessary information to file a claim with the responsible party's insurance if the need arises.

  Customer Answer

  Date: 10/07/2024

   
  
  I am rejecting this response because:
  
  I wait days on end for responses and still nothing has been resolved 

  

  Business Response

  Date: 10/09/2024

  Thank you for your further feedback, Sarah. Our Customer Care Team and Manager have continued to follow up on this matter, responding to your inquiries on the same day that they are received. Our Customer Care Team and Manager are in communication with all parties involved and we are happy that all parties have agreed to review estimates in an effort to work towards a resolution. As soon as we get an estimate we will gladly communicate with the carrier around the estimate to work towards resolution.

• Initial Complaint

  Date:06/11/2024

  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.

  I contracted with Sherpa Auto Transport (Shipment #*****-92852) to ship my car from ******* to *********** in May of 2024. They subcontracted the move to ********** in **********. My car arrived in ********** on the 31st of May 2024 and I was notified by the carrier ***** Trans) that they had broken the sunroof and that they would take care of it. **** Trans dropped the car off at the dealership without notifying me or confirming where the car was located. I only found out the location by calling around to find the car. The dealership provided a quote to ********** and neither myself nor the dealer received a response from Trans **** after they received the repair quote. At this point I elevated the complaint to Sherpa Auto Transport, who acknowledged the fault was with their sub-contractor based on BOL with no damage upon receipt and provided insurance information. As insurance is an FMCA requirement, I worked through the insurance company provided by Sherpa for Trans **** only to be told multiple times that they were not insured. At this point, I have been seeking resolution for a month and a half and have paid almost $3K in rental car fees and when picking up my car from the dealership will have to pay close to $7K for repairs caused by negligent handling by Sherpa and their sub-contractor, for which both have acknowledged their responsibility. It seems Sherpa is no longer working toward any sort of resolution in this situation as I have had no update from them in days.

  

  Business Response

  Date: 06/17/2024

  Thank you for your feedback, *******. We take your feedback extremely seriously. We apologize for the inconvenience and frustration you experienced regarding your vehicle shipment, but we are glad that our ************* Manager has been able to connect with you to assist with the matter. Unfortunately, the carriers insurance improperly filed the claim the first time around, which is why you received a notification stating the carrier was uninsured. Once Sherpa Auto Transport noticed that the insurance was filed to the wrong cargo insurance, we ensured that the carrier refiled the claim correctly. We carefully vet all of our carriers prior to the cars being shipped. With this particular carrier we verified that the cargo insurance was properly active before the car was shipped and during the duration of the shipment.. Currently, we are still in the process of waiting for the insurance claim to be resolved. We have been, and will continue to, keep you updated throughout this process. As soon as we receive more information about the status of your claim, we will let you know

• Initial Complaint

  Date:05/07/2024

  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.

  I confirmed Sherpa booking for a car shipment from ********* to ********************* and as the window was expiring got a call from Sherpa that driver made it there and vehicle was inoperable so the cost would double. I called the driver and he said he never made it to the lot and straightaway refused to pick the car. When called Sherpa again they said that the car was categorized as run and drive and that now they have confirmed that it was operable. Booked on April 27 and the car is still sitting there. I am paying for the daily storage fee. I trusted the A+ BBB rating but my experience was not fulfilling.

  

  Business Response

  Date: 05/13/2024

  Thank you for your feedback. We're glad that one of our Managers could reach out to address your concerns. Unfortunately, the carrier we assigned for this shipment, which was going to pick up the vehicle at the co-part, called us and informed us that the vehicle was inoperable, refusing to pick up the car and canceling. When a vehicle is inoperable, we have to price it accordingly because it requires special equipment. As soon as the carrier informed us that the vehicle was inoperable, we prepared a price for you because we knew that the vehicle needed to be picked up right away. After some research, we realized that the carrier was not truthful and that the car was actually running. Upon discovering this, we promptly reverted to the original price that was agreed upon and made a record of how the carrier handled the matter. Unfortunately, time was not on our side, and the order was canceled despite doing everything in our power to secure another carrier at the earliest opportunity. Due to this, we decided to waive all cancellation fees. We are sorry for the inconvenience the carrier caused.

• Initial Complaint

  Date:03/01/2024

  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.

  I booked my car GLC 300 ******** 2022 from sherpa auto transport to be picked up from ******** to ********* Califronia. my car was picked up with no damges on Feb 20, 2024 and got delivered on Feb 26, ************************************************************* car theres dent, paint chip and damage at the back of my GLC 300 merecedes 2022. Call the dispatch company the next day Dayal Logostic LLC and informed about the damages. Talked to *** and ******* from that company and informing me that they gonna call me back and they gonna let the manager informed the damages. No response from the company and from the manager regarding this matter..

  

  Business Response

  Date: 03/06/2024

  Thank you for bringing this matter to our attention. Prior to receiving this complaint, we at Sherpa were not aware of any claims of damage for your shipment. We apologize for the carrier's lack of timely response. Since becoming aware of the situation, our ************* team has reached out to you via phone call and email to assist you in pursuing your claim with the carrier, the liable party for any damage during transit. We have also reached out to the carrier to expedite next steps. Our ************* team will help to mediate and facilitate a resolution between you and the carrier company..