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:12/02/2025

  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.

  This company is using a " bait and switch pricing " basically when I went on there web site to book an transportation of my vehicle from ******** to **********, They offers a best price in the market, but after gets you credit card, the contact you again, and ask for more money that was agreed on contract. In my case I agree to pay U$463,00 and they contact me asking for U$890.00 after 2 days that I was waiting for pick up, I refused base on the contract , They gave me two options, Cancel the contract or Accept the new offer, I explained to then, That on the web site is A big logo there saying Price is the price, no surprises, and I was not willing to accept the new price, so after back and forth,they hong up the phone, and I notice a charge of U$ ****** on my credit card. so, They did't owned the promises of the shipping and still charging me a penalty. this is abuse, and I would like to expose this practice as a complain about this business.

  Business Response

  Date: 12/02/2025

  Dear *********,
  
  Thank you for reaching out.
  
  We would like to clarify the circumstances surrounding your order and the reason for the increased price offer. Your shipment was posted with another broker at the time, whichper the Terms and Conditions of the signed contractconstitutes double booking. As outlined in Point 1(j):
  
  "Double booked/booking is double booking your transport with multiple brokers. When customers double book, it disrupts the broker's ability to negotiate with motor carriers in good faith. It causes mistrust among truckers, leads to unwarranted competitive rate increases, and results in additional cost and delays for customers."
  
  Because the order was posted with another broker, the competition among carriers led to increased price offers. We want to be clear that this is not a bait and switch practice. The increases were a direct result of the double booking, which is fully described in the contract that the customer agreed to.
  
  Regarding the cancellation fee, your request was honored, and the $149 fee was applied in accordance with Section 8(b) Cancellation:
  
  "Customer authorizes *** to process a one-time cancellation fee of $149 when the order is cancelled and the transport is double-booked with other broker companies."
  
  For full transparency, we have attached:
  
  A copy of your signed contract
  
  A screenshot confirming the duplicate posting with the other broker
  
  We hope this clarifies why the price increased and why the cancellation fee was processed. As outlined in the signed Terms and Conditions, no refund is due in this situation.
  
  If you have any further questions, please do not hesitate to reach out.
  
  Sincerely,

  Customer Answer

  Date: 12/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   This is not the case, I will make this case clear for you, What you doing is a bait switch price , I this is not the first time your company doing this according to reviews , as a customer, we of course look a the best price, I dont know how you are doing your business and I have no clue how you operate to transport vehicles, all I know is on you web site says, price garante and no surprises,. I will repeat you practice:

   your company offers a very attractive price to transport vehicles in my case , U$463.00 than try to charge more U$890.00 , if the customer dont accept, you apply a penalty fee, so you can do this all day long and make your company so rich.  Yesterday Last night, I contacted another company, even then started to me , that so companys doing this, because there is no way a transport vehicle over 615 miles way the charge will be U$463.00 , I booked with them for U$730,00 . 
     You need to stop doing this, ether show the customer the real price or you owner what you offered. I hope you learn from this ****** and return my money, I definitely will scaled this to authorities in ************** where you are base.

   Sincerely 

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

  
  
  
  
  
   
  

  Business Response

  Date: 12/03/2025

  Dear *********,
  
  Thank you for your response. We would like to clarify a few important points, as it appears there are misunderstandings about how pricing works in the auto-transport industry and how your specific situation developed.
  
  First and foremost, the increased price offer was not created by us, nor was it a tactic or a penalty. As explained both verbally and in your signed contract, your shipment was double posted with another broker. This is clearly defined in Point 1(j):
  
  Double booked/booking is double booking your transport with multiple brokers. When customers double book, it disrupts the brokers ability to negotiate with motor carriers in good faith. It causes mistrust among truckers, leads to unwarranted competitive rate increases, and results in additional cost and delays for customers.
  
  This is exactly what occurred. Because your vehicle was publicly listed by another broker at the same time, truckers began competing for the load, which raised the market price and resulted in the higher offers presented to you. This is a well-known industry effect.
  
  To be absolutely clear:
  This was not a bait-and-switch.
  The price changed because the shipment was double booked with another broker company. 
  
  Regarding the cancellation fee, this is not a penalty. It is a standard, transparent fee clearly stated in Section 8(b) of your signed agreement:
  
  Customer authorizes *** to process a one-time cancellation fee of $149 when the order is cancelled and the transport is double-booked with other broker companies.
  
  We also want to emphasize the following:
  
  *** was hired to use our resources, industry expertise, and vetted carrier network to set up transport for you. Those resources were immediately engaged as soon as your contract was signed.
  
  We invest significant time, labor, and financial resources into every order.
  
  Just like any business, when our resources are used, but the service is then canceled in breach of the contract, a cancellation fee is both reasonable and ethical.
  
  No customer is ever forced to use our service. However, using our resources and then refusing the contracted cancellation fee is not fair or acceptable.
  
  Your cancellation was processed fully according to the contract you signed, and therefore, no refund is due.
  
  We understand your frustration, and we take all customer feedback seriously. However, the situation developed as a direct result of the shipment being booked with multiple brokers, which led to the price increaseexactly as described in the contract.
  
  If you would like to continue the conversation or need further clarification, we remain available and willing to assist.
  
  Sincerely,

  Customer Answer

  Date: 12/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   There is a lot of bad reviews about your practice all over the internet, as a customer we always try the best price, your company *** is using the method as bait switch price  offering a very attractive price and then making up excuses to charge a higher price later, putting the customer on the wall, you did not do anything for me , I chosed your company based on promises that you have online, You make us customers think you are a successful a a big company with those bigs tractors trailers on your web page, but no , you are a just a bait switch price taking advantage of customers,  you have not attempted to pick my car, you make me wait 3 days for nothing , I should make clear your terms and conditions transparent before take customers money. Nothing justifies your practice, we customers, dont have a clue how you operate, for me You will send your own truck to pick up my vehicle, this internal conditions is your operation.
   I repeatedly told you on the phone that, I was willing to pay the price agreed, but if you could no do it or owned your promises, you need to cancel , no me , you didnt do the job, You affered me a double price , You cancelled and charged me a Yes, a  Penalty, I dont know what was your lost . How you loses anything.

   Yes you are not doing a good job, in reality, it is a shame.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/21/2025

  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.

  SGT Auto Transport brokered my vehicle shipment to ****** Transportation, and the experience was unacceptable. The ****** driver lied about delivery dates for several days, failed to meet me at a planned handoff location, and delivered my vehicle with roughly 200 unauthorized miles on it. Despite reporting everything to **** they have not taken responsibility or provided a reasonable resolution. This was a clear breach of trust by both the broker and the carrier. I would advise caution before

  Business Response

  Date: 11/24/2025

  Dear ***,
  
  As discussed during our conversation on 11/21, the matter was resolved to your satisfaction even prior to BBB sending us this complaint.

  Based on that resolution, we consider the issue successfully closed. We kindly ask that you confirm this so we may finalize the case on our end.
  
  Thank you.

  Customer Answer

  Date: 11/24/2025

  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 and the matter has been resolved.
  

   

  Please cancel my complaint.the company has resolved all issues thanks, *** ** ******* Sent from my iPad

   
  
  *** *******
  
  
  
   
  
  

• Initial Complaint

  Date:11/21/2025

  Type:Order 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 a failure to provide service as contracted *** has failed to complete a full refund.Most notably the amount paid with no recourse (Zelle)I have contacted them 4 timee.They refuse to send the money back through Zelle

  Business Response

  Date: 11/24/2025

  Dear *******,

  As informed by our representatives, the remaining $100 will be sent via e-check. In order for us to process it, we kindly ask you to confirm the email address where the e-check should be sent, as well as your mailing address.

  Thank you.

  Customer Answer

  Date: 11/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  I  cannot allow the complaint to be resolved until the refund is received. I  have already been told my refund is being processed but empty words from this business are standard.

  The business has my email as we have communicated in multiple emails. 
  if the business needs my address then email me for it.

   

  ******* ****
  
  
  
  
   
  

  Business Response

  Date: 11/24/2025

  Dear *******,
  
  Our accounting department has processed the remaining $100 via e-check. Please check your email for the e-check, and feel free to let us know once everything has been received on your end by marking the complaint with the respective status.

  If you need anything further, were here to help.

  
  

• Initial Complaint

  Date:11/17/2025

  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 procured a service from them and signed agreement to offer the service at a charge of $340. They didnt deliver the transportation service and informed me that the cost will increase to $550-$700 which I declined. They proceeded to charge my card $149 supposedly called cancellation fee. I need a refund for the charge

  Business Response

  Date: 11/18/2025

  Dear ******,
  
  Thank you for reaching out.
  
  We would like to clarify the reason for the cancellation fee and the circumstances surrounding your order. Your shipment was double booked with another broker, whichper the Terms and Conditions of the signed contractcan lead to pricing increases and service complications. As outlined in Point 1(j):
  
  Double booked/booking is double booking your transport with multiple brokers. When customers double book, it disrupts the broker's ability to negotiate with motor carriers in good faith. It causes mistrust among truckers, leads to unwarranted competitive rate increases, and results in additional cost and delays for customers.
  
  Regarding the cancellation fee, your cancellation request was honored, and the fee was applied in full accordance with the Terms and Conditions you agreed to at booking. As stated in Section 8(b) Cancellation:
  
  "8. b. Cancellation. Customer authorizes *** to process a one-time cancellation fee of $149 on Customer's credit/debit card at the time of cancellation when: ... 2. Where the transport is double-booked with other broker companies. "

  Because the order was posted with another broker at the time of cancellation, the fee was contractually applicable.

  For full transparency, we have attached:
  
  A copy of your signed contract
  
  A screenshot confirming the duplicate posting with the other broker
  
  We hope this clarifies why the cancellation fee was processed. As outlined in the signed Terms and Conditions, no refund is due in this situation.
  
  If you have any further questions, we are here to help.

  Customer Answer

  Date: 11/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID#**************, and have determined that my complaint has NOT been resolved because:

  The action of the business is disingenuous and outright fraudulent ******I searched online for a service if transporting my vehicle ******I made enquiry from two organizations with different price points ******I chose to proceed with *** as they indicated they can transport my vehicle at the agreed price point ****** They reach out to me on phone more than 3 times indicating different prices from the one I signed on it which I attached as my evidence ****** A gentleman I spoke with further enquired if I have alternative booking, I confirmed that I made another enquire earlier but the price point was higher hence my decision to proceed with *** ****** I did not confirm a booking with an alternative agency and I believe this action was purely fraudulent and abuse of process ******I demand a full and complete refund as the service was not provided at the agreed price and there was no instance of double with alternative broker ****** No way the fact that I enquired from somewhere else earlier will result in high charge for the service as competition can only push prices down not up ************
  I believe the action of *** is against my rights as a customer and they have set up a Ponzi scheme to engage in theft of funds they havent worked for ************
  the service requested was not offered and didnt not demand cancelation ******they offered to cancel on the basis that they cant provide the service at the set price ****** I further request the audio recordings of all the call to confirm what I have indicated******anything less than a full refund is tantamount to abuse of customers trust as they took advantage of having my payment information to steal from me************

  ******

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

  Business Response

  Date: 11/24/2025

  Dear ******,
  
  Thank you for your continued response. We understand your concerns; however, we must respectfully clarify the facts based on verifiable documentation and the signed agreement.
  
  1. The order was double-booked this is not based on assumptions.
  As provided in our previous response, we attached a screenshot showing your vehicle posted with another broker at the same time *** was assigned to your order. This is independent, timestamped carrier-board evidencenot speculationand it directly meets the definition of double booking described in Section 1(j) of the Terms and Conditions you signed.
  
  Your personal belief that no second booking was created does not change the objective proof that a second posting existed.
  
  2. The cancellation fee was applied strictly according to the contract.
  Per Section 8(b)(2) of the signed Terms and Conditions (also attached again for your review), a $149 cancellation fee is authorized when:
  
  The transport is double-booked with other broker companies.
  
  Because your order was posted by another broker at the time of cancellation, the fee was contractually requirednot discretionary, and certainly not fraudulent.
  
  3. Price adjustments are not abuse, but standard industry practice disclosed in writing.
  Auto transport pricing is market-based and can fluctuate due to real-time carrier availability. Especially when double-booked with another broker. This is fully disclosed in the contract.
  
  4. The claim of fraud, Ponzi schemes, or theft is entirely unfounded.
  SGT Auto Transport is a licensed, insured, federally regulated broker operating with fully transparent written policiespolicies you reviewed and signed before any charge was ever processed. We followed those policies precisely.
  
  5. Regarding call recordings:
  All calls are logged; however, call recordings are internal property and not part of the documents required to validate a contractual charge. The determining factor in this case is the documented double posting, not the content of phone conversations.
  
  We understand you disagree with the outcome; however, the facts, contract terms, and attached proof remain unchanged.
  
  The cancellation fee was processed fully in accordance with the signed agreement, and no refund is due.
  
  If you have any further questions, our team remains available to assist.

• Initial Complaint

  Date:11/12/2025

  Type:Order 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.

  Complaint Summary:SGT Auto Transport failed to fulfill the contracted EXPRESS service agreement.Details:On November 6, 2025, my vehicle was picked up as scheduled under SGTs EXPRESS service, which guarantees pickup within 2448 hours and delivery within 35 calendar days. Five (5) calendar days have now passed with no communication, no delivery, and no verified location of the vehicle.The driver, identified as ******, owner/operator of All Americans Auto Transport **** (USDOT#******* / MC#******), confirmed his information via text prior to pickup. Since pickup, he has ceased all contact and is not responding to calls or messages.I have contacted SGT Auto Transport on multiple occasions. Representatives ****** and *** confirmed they were also unable to reach the driver, and *** stated that a supervisor would follow up, which has not occurred more than eight hours later. My subsequent chat with ******* was unproductive; she was unconcerned, scripted, and disconnected the conversation without resolution.SGT Auto Transport is in material breach of contract, having failed to:Deliver within the agreed 2-3 calendar days Maintain consistent and transparent communication Provide updates regarding the status or location of my vehicle This lack of accountability and failure to perform under the contract has effectively resulted in the unauthorized possession of my property. I am requesting immediate contact, verified proof of vehicle location, and delivery, along with a written explanation and compensation for breach of service term

  Business Response

  Date: 11/13/2025

  Dear *******,
  
  We appreciate your follow-up and understand the concerns youve raised regarding your shipment. However, its important to clarify that it is incorrect to state that there has been a breach of contract. Your vehicle was picked up on time as early as your first available pickup date and in accordance with the agreed terms and as per the terms the delivery dates are estimated not guaranteed.
  
  Your shipment was confirmed under SGT Auto Transports ***************** following a change from the original Economy level. No Premium/Express upgrade was finalized or paid for. The *********************** refers exclusively to expedited pickup, not guaranteed or expedited delivery dates. As noted in the message sent during the process:
  
  "With the **************** youll receive: A 2-business-day pickup window (instead of the standard 3-day window with Standard)."
  
  Delivery timeframes remain estimated and subject to various factors such as distance, traffic, weather, and carrier availability. This is explicitly outlined in our Terms and Conditions, Point 18:
  
  "The customer acknowledges and agrees that pick-up dates and delivery dates are estimates! The customer further agrees and acknowledges delays may occur prior to, and/or during, transport of the Vehicle due to various issues, including without limitation driver shortage, weather, and road conditions. *** does not guarantee any pickup or delivery times or dates."
  
  We want to emphasize that, based on the signed contract and the terms of service, there has been no breach of contract. All actions taken by SGT Auto Transport have been fully in accordance with the agreed-upon Terms and Conditions, which we are also attaching for your reference.
  
  We appreciate your patience and understanding as we continue to ensure the safe delivery of your vehicle.
  
  Kind regards,

  
  

  Customer Answer

  Date: 11/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I appreciate your detailed response; however, several points require clarification to ensure an accurate and fair review of the facts and obligations under the contract.
  
  While it is correct that estimated dates are not guaranteed, it is equally important to acknowledge that the delivery timeframes associated with Standard versus *************** differ significantly. The only reason the additional $149 was paid was because we were explicitly advised that upgrading the service level would provide a faster and more reliable turnaround than the Standard option. To now state that the Express upgrade applies only to pickup, without any benefit to delivery timelines, contradicts the representations made during the booking process and materially impacts the expectations set at the time of payment.

  
  Furthermore, there were no weather issues, road hazards, accidents, or any other extraordinary conditions that would have justified a delay. At no point did *** proactively notify us of any circumstance that could have affected the delivery window. If any legitimate incident had occurred, the reasonable expectation would have been immediate, proactive communication, not reactive explanations offered only after failure to meet the contracted 23 day delivery timeframe.

  
  The lack of proactive communication combined with the failure to meet the upgraded service expectations, despite charging an additional fee, reflects a classic bait-and-switch practice: charging for an enhanced service while delivering the standard level of performance. This constitutes a material failure to deliver the service for which the $149 upgrade fee was paid.

  
  For that reason, I am formally requesting a full refund of the $149 associated with the service upgrade that was never provided. This request is reasonable, supported by the circumstances, and consistent with consumer protection expectations regarding misrepresentation and non-delivery of enhanced services.
  We expect a prompt resolution to this matter and appreciate your attention to addressing the discrepancy between the service paid for and the service actually delivered.

  
  Kind regard, 

  ******* *****
  
  
  
  
   
  

  Business Response

  Date: 11/17/2025

  Dear *******,
  
  We appreciate your follow-up and understand your continued concerns regarding your shipment. However, we must respectfully reiterate and clarify several critical points concerning the service provided and the terms of the shipping contract you signed.
  
  Your shipment was confirmed under SGT Auto Transports ***************** after a change from the original Economy level. No Premium/Express upgrade was finalized, signed, or paid for. All expedited options offered by SGTincluding Express or Premium servicespertain exclusively to pickup windows and do not guarantee faster delivery or reduced transit times.
  
  Delivery timeframes are explicitly estimated, not guaranteed, as outlined in the signed Terms and Conditions, Point 18.

  Your vehicle was picked up within the agreed-upon estimated window and has been handled according to the confirmed service level.  As such, all contractual obligations were met, and no refund is due for late delivery, as the Terms and Conditions clearly exclude guaranteed delivery times.
  
  In summary, the service you receivedpickup and deliverywas fully consistent with the signed contract and selected service level. There is no breach of contract, and no refund is warranted. We remain committed to transparency and ensuring all shipments are handled professionally and in accordance with the agreed terms.
  
  Thank you for your understanding.
  
  Kind regards,

• Initial Complaint

  Date:10/29/2025

  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.

  10/27/2025 I tried to book service through them and tried to used my credit card for payment it declined stating that my bill address didnt match my pickup address and it told me to do a bank transfer or zelle I didnt follow through so I ended up booking with another company the next day the called me I said I booked with another company they said ok about 1 hour later they charged my card that didnt work

  Business Response

  Date: 10/29/2025

  Dear *****,
  
  Thank you for reaching out so we can clarify the situation. You chose to pay the full amount by credit card, and for that type of payment to be completed, we requirestrictly for security reasonsthat the billing address on the card matches either the pickup or delivery location. In your case, the pickup location is in **, the delivery address is in **, and the billing address associated with your card is in OR.
  
  Because these addresses did not match, the payment could not be processed under our security policy. Please note that the card itself was valid; however, it could not be used for the specific payment type you selected. The available alternatives in such cases are to (1) send the payment via bank transfer or Zelle, or (2) switch to a COD (Cash/Certified Funds) payment type, where the card is used only for the deposit.
  
  Regarding the cancellation fee, this is clearly outlined in our policy whenever a customer is in breach of contract. The applicable fee is $149, not $249. As per section 8(b) of our Cancellation Policy:
  
  b. Cancellation. Customer authorizes *** to process a one-time cancellation fee of $149 on Customers credit/debit card at the time of cancellation when:
  (A) Customer cancels without sending a written cancellation notice to *********************************************************
  . Phone or LiveChat cancellation requests will not be accepted.
  (B) Customer sends written cancellation notice but cancellation occurs:
  
  1.Before the estimated pickup window expires.
  
  2.Where the transport is double-booked with other broker companies.
  
  3.Where the vehicle description has been misrepresented or inaccurate shipment details were provided by Customer as listed in the Customer Shipping Contract (CSC).
  
  4. Where Customer-imposed restrictions or payment issues cause delay or inability to pick up within the estimated pickup window.
  
  5.Due to delays to the estimated pickup window caused by Customer requests to change the completed Customer Shipping Contract (CSC) or by not completing the CSC.
  
  Any non-refundable deposits can be applied toward a new shipment within 6 months from the date of cancellation. *** reserves the right to cancel an order at any time, at its discretion.
  
  In your case, multiple breaches of contract led to the application of the cancellation fee. Specifically:
  
  The order was canceled prior to the expiration of the pickup window.
  
  There were unresolved payment issues from the customers side.
  
  The vehicle was also listed with another broker at the same time.
  
  We are attaching a copy of the Customer Shipping Contract, where you can review these terms in detail, along with a screenshot showing two other companies actively working to schedule transport for the same vehicle. According to our records, the order was double-booked and reposted with other brokers as of 10/27/2025. 
  
  Given these circumstances, the cancellation fee is valid and applicable under the terms of your agreement. We hope this explanation provides full clarity regarding the situation.
  
  Sincerely,

• Initial Complaint

  Date:10/21/2025

  Type:Order 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.

  Original contract was for $928 they gave me a 24 hour window to cancel . I liked the price so I never thought about canceling . 72 hours later the found a driver . Great but they wanted$1250 which was out of my price range . So I told them to cancel and Ill find someone close to $928 . So they charged me $149 for a canceling . I wouldnt have canceled if they would have honored the contract I signed. I think they are scamming people raising the price after the cancellation date . I ran a company for 40 years and did business like that .

  Customer Answer

  Date: 10/21/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:10/02/2025

  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.

  I requested an estimate for transport for a GV80 from ***********, ** to ****, **. I was initially quoted for $600 (with reflected a 10% loyalty discount). Well, I received a call saying that the best they could do was $800. Well, I was driving and they had urgency to have me complete the transaction to book transport for next day, so i did it off my phone. Within the hour, I called back because the the document said G80 and not GV80 - because of this they wanted another $150. At the time, they didn't offer to find another carrier so I was left to cancel and re-shop the transport (time was of essence). Next day I received a call saying that cancellation was $150. No services were provided and they were also at fault. I will also be filing a CC dispute!

  Customer Answer

  Date: 10/02/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/01/2025

  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.

  This contract was signed for $600 last week Friday 9/19/25. Pick up was supposed to be following Monday but they failed to pick up and rescheduled for friday.This company took $179 to pick up my car after we agreed at $600. They failed to pick up my car at the agreed price and tried to increase the price to $700 and I disagreed and requested that if they are not able to deliver the services based on the contract for $600 that was signed to pick up my car that I would expect a full refund and not a partial refund since they are they one that breached the contract. The company is fraudulent in the way they do business so everyone needs to be weary dealing with companies like this.

  Business Response

  Date: 10/01/2025

  Dear ******,
  
  Thank you for reaching out. Wed like to clarify a few important details regarding your shipment.
  
  As per the signed contract (attached for reference), your first available date for pickup was set as 9/26. The contract also specifies that the pickup window is an estimated 13 business days starting from that date. Our team assigned a carrier to pick up your vehicle on 9/27, but unfortunately, due to a truck breakdown, the carrier had to cancel.
  
  In accordance with the contract, the deposit of $179 was collected once the first carrier was assigned. After the cancellation, our team immediately mobilized all resources, worked diligently, and successfully rescheduled your pickup for 9/30. As confirmed in the contract and attached invoice, the price remained $600, and the vehicle was picked up on 9/30 as per the official Bill of Lading (see attached), which was still within the agreed 13 business day window.
  
  Additionally, since the deposit was adjusted to $100, a $79 refund was processed by our accounting team on 9/29, leaving the final cost exactly as quoted: $600.
  
  There was no price increase or delay in service, and all terms were fulfilled in accordance with the signed contract. We regret any confusion or misunderstanding and hope this clears up the situation. Given the supporting documentation, we kindly request that this complaint be marked as resolved.
  
  Sincerely,

• Initial Complaint

  Date:09/30/2025

  Type:Order 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 have recently tried to ship a car with *** ********************** and was quoted a price of approximately $1350 to ship my vehicle with the guarantee that they would not pull a bait and switch and my car would be shipped in a 3 day window between end of Sept first of Oct. They initially told me they locked on a driver but because he did not come to the area it would be an additional $300. We complained but because we were in a pinch accepted. This driver supposedly had his truck breakdown before he made it to pick up the car. We paid the $300 dollar fee to secure the truck and was refunded this amount when we requested it back. When we called back to see if they were able to find another driver they told us we signed a new contract the **** is now set at $300 more the original estimate of $1300 no longer is valid. They found another driver for $1550 who we contacted told us he would be here in a few days. Day of ********************** we called the driver he said that we should call *** and get a new driver he broke down as well. *** is using the excuse as breaking down as a loop hole to string us along. They charge our card for $100 when they locked on the new driver without telling us. When we contacted them for a refund for the deposit they did not return it. They faithfully promised us they did not perform tactics other brokers employed to get customers stuck and then tried to pressure us whenever they knew our deadline was close.

  Business Response

  Date: 09/30/2025

  Dear ***,

  Thank you for sharing your concerns. We understand that the cancellations of the carriers initially assigned to your order created inconvenience, and we regret the disruption this caused. However, please note that certain issues, such as mechanical failures experienced by the last carrier, are unfortunately beyond our control. In such situations, it is in the customers best interest to cancel the affected carrier and promptly assign a new one to minimize further delays.

  As a broker, we work with a large, vetted network of licensed and insured carriers. When a carrier cancels, our team immediately begins the process of assigning another carrier so that your shipment can proceed as scheduled.

  We also want to clarify that SGT Auto Transport does not engage in bait and switch practices. The adjusted pricing was presented as an option after the first carriers cancellation, and a new contract was signed voluntarily under those terms. Our team has continued working in accordance with that new agreement to assign a driver as quickly as possible. Importantly, your shipment remains within the agreed pickup window, so at this time there have been no delays in scheduling despite the cancellations by prior carriers.

  Regarding the $100 deposit, as per your request, the refund was processed yesterday, and you should have already received a notification of this transaction. Please also note that once a new carrier is assigned, a deposit will again be collected, and each transaction generates an electronic invoice that is sent directly to your email. Therefore, it is not accurate to suggest that you were not notified when your card was charged.

  Also, it is important to clarify that your shipment is currently posted on the national load board with two other broker companies, which goes against the shipping contract and can lead to unwanted delays (screenshot attached as proof). As per point 1j of the shipping agreement: "j. 'Double booked/booking' is double booking your transport with multiple brokers. When Customers double book, it disrupts the Broker's ability to negotiate with motor carriers in good faith on their behalf. Specifically, it causes mistrust among truckers that the duplicate transports are real, it results in unwarranted competitive rate increases leading to additional cost and delays for Customers."

  We appreciate your patience and want to assure you that our team continues to work diligently to fulfill your order as agreed. Should you have further questions or concerns, we are readily available to assist.
  

  Sincerely,