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:09/11/2025

  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 September 2, 2025, I contracted with a transportation company to transport a car from ****** to *********. As of late Friday, 9/7/2025, they were unable to get a driver and told me to try another carrier. On Saturday, September 8, 2025, I completed an online request with STG Auto Transport. Their hours indicated they were not available until Monday morning. First thing Monday morning I notified STG that I was cancelling the order. They have now charged me a cancellation fee because I had previously contracted with another firm. As they clearly state business hours as Monday through Friday, this was an immediate cancellation. This is, by any measure, a form of fraud. The business should not charge $149 when the order was cancelled immediately under any circumstances. If the company refuses to refund the $149 charge, I would like to ensure that this complaint is posted so that any future customers can be made aware of how they conduct business

  Business Response

  Date: 09/12/2025

  Dear *******,

  Our team has been attempting to reach you at ************** to discuss a potential resolution. Unfortunately, we have been unable to connect despite multiple attempts. Please let us know a convenient time for us to contact you regarding this matter. Our department is available Monday through Friday, 8:00 AM 5:00 PM, and we would be happy to work towards a resolution.

  Thank you for your time and attention.

  Customer Answer

  Date: 09/15/2025

  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 made several attempts to resolve this issue before I filed this complaint. A customer shouldn't have to file complaints with the BBB and the state of ******** to get you to do what is right. My time is worth more than $149, and you've wasted too much of it. Let this complaint be posted on the BBB website along with all the others as a warning to other potential customers.

  ******* ********
  
  
  
  
   
  

• Initial Complaint

  Date:09/04/2025

  Type:Sales and Advertising 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 signed a contract weeks in advance with a set price, pickup window, and delivery date. On the last day of the pickup window, they notified us that the pickup was delayed several days and the price was now $221 more. We could take or leave it. Having waited two weeks to get this information, we had no other options but to take it. Even after that, they still picked up the car a day later and delivered it a day later than the second contracted time. The car did arrive safely. When I followed up with customer service, they politely reminded me that details of the agreement allowed them to change things as much as needed and I always had the option not to use them.

  Business Response

  Date: 09/05/2025

  Hello, we are pleased to confirm that we have successfully resolved the case with the customer to the satisfaction of all parties involved, and this complaint can now be closed as resolved.
  

  Customer Answer

  Date: 09/08/2025

  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:09/02/2025

  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 contacted *** to ship a vehicle from ********** to ************. After receiving the initial quote, I asked for a more specific date of pick up and delivery. I paid a premium to have a specific/exact pick up date (8/19) and delivery date promised (8/21-23). I signed the contract that outlined a very specific process that was to be followed at pick up and delivery (communication from driver, inspection, photos, bill of lading, etc.). From the time the contract was signed until the car was finally retrieved (never actually delivered), the communication was non-existent, unless initiated by me, and the company failed, at every step of the process, to do what they promised. Every deadline or time promised was missed. The very specific and detailed process and documentation was never followed or provided. They subcontracted the work to a company, *** Towing, that clearly was either incapable or unwilling to follow the process promised by ***. The pick up was late, the delivery failed all together. Instead of "door to door delivery", we had to drive 90 miles to the transport truck to get the vehicle, only to wait hours because the transport truck was non-functional and the car could not be unloaded. Once (finally) unloaded, the car had been damaged in transport by chemicals dripping from the car above. They had a different excuse at every turn. I have voiced my complaint directly to the company and have received no reply. While the booking process would lead you to believe this is a professionally run operation, the actual work is done by subcontractors that have no regard for the customer, the promises made by ***, or their reputation. This is one of the worst customer service experiences I have ever encountered. I would never do business with *** or their subcontractor, K4MTowing, and I would highly discourage anyone from using either of them. I should be partially refunded for the failure to provide the service I paid for and compensated for the damage to my vehicle.

  Business Response

  Date: 09/03/2025

  Dear ****,
  
  Thank you for your feedback regarding your recent experience with SGT Auto Transport. We take all customer concerns seriously and would like to provide clarification regarding the points you raised.
  
  As per the screenshot attached from your live chat with our agent on 8/20, you confirmed that your vehicle was picked up on the guaranteed date of 8/19 for which you paid. This confirms that there was no delay in pickup, and the guaranteed pickup promise was fulfilled. Its important to note that during the chat on 8/20, which can be seen in the screenshots, you confirmed that your vehicle was picked up the day before, on 8/19, which was your exact guaranteed pickup date.
  
  Regarding delivery, please note that all delivery dates remain estimated, not guaranteed, as outlined in the Terms and Conditions of the contract. Specifically, for door-to-door delivery, the contract states:
  
  The Carrier shall pick up and deliver the Vehicle as close to Shippers/Consignees door as legally and safely as possible. An alternate place to load or unload may be necessary because of low-hanging trees, wires, narrow streets, and residential or city area restrictions. The pickup and/or delivery location may be changed by the Carrier as deemed necessary for the safe loading/unloading of the vehicle. (Point 11)
  
  As such, any adjustment to the exact delivery location was within the legal and contractual guidelines, and no breach of contract occurred.
  
  Concerning the alleged damage:
  
  1. Fluids or similar impacts are an inherent risk of open transport, especially when a top-load service was not selected.
  
  2. *** was not contacted within 24 hours of delivery, per contract terms. This complaint is the first notification to *** of such damage which is past the 24 hours period.
  
  We will, of course, address your comments with the responsible carrier regarding coordination, communication, and documentation. However, as per the contract, SGT Auto Transport acts solely as a broker, not a motor carrier. We do not take physical possession of the vehicle or have direct control over actions at pickup or delivery. The contract specifically states:
  
  *** is a broker only and not a Motor Carrier. *** has no responsibility to transport and deliver CUSTOMERS freight but is solely responsible for arranging transportation with a motor carrier authorized to transport CUSTOMERS freight. Brokers do not take possession of freight and are not liable for freight/cargo claims. (Point 13)
  
  In summary, your vehicle was picked up on schedule, delivery was conducted within estimated not guaranteed timelines, and the alleged damage falls under risks inherent to the transport method and broker limitations. Therefore, no compensation is warranted.
  
  We remain committed to providing transparent and professional service, and your feedback will be used internally to ensure carrier compliance with communication and documentation procedures.
  
  Sincerely,

  Customer Answer

  Date: 09/04/2025

  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 response from *** only provided instructions on how to make a claim for damages to the vehicle. They did nothing to address the failure to deliver the services as outlined in their contract. They are two separate issues. 

   

  **** ****

  
  
  
  
   
  

  Business Response

  Date: 09/05/2025

  Dear ****,

  Thank you for your follow-up. As noted in our previous response, the vehicle was picked up as contracted, screenshots were also attached to our previous response.  As outlined in the Terms and Conditionsattached in our earlier responsethe delivery dates and times are estimated not guaranteed.

  Regarding the delivery location, as stated in Point 11 of the contract:

  The Carrier shall pick up and deliver the Vehicle as close to Shippers/Consignees door as legally and safely as possible. An alternate place to load or unload may be necessary because of low-hanging trees, wires, narrow streets, and residential or city area restrictions. The pickup and/or delivery location may be changed by the Carrier as deemed necessary for the safe loading/unloading of the vehicle.

  This clause ensures the safety of the vehicle and the carrier when navigating delivery locations. It also appears that we were not notified of any issues during delivery until after the vehicle had already been received, at which point the opportunity to assist further was limited.

  We value your feedback and will continue to use it to review and improve the services provided through our carrier network.

  Customer Answer

  Date: 09/05/2025

  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:

  You clearly do not know the facts around the complaint or you would not respond as you have. I contacted *** twice during the transport process to complain about the poor service and failure to follow the process outlined in the contract. The communications happened through your online chat service, phone call and text. I have evidence of all three. The failure to deliver the vehicle had nothing to do with a safe/suitable delivery location in ************. We drove 90 miles because the shipment was delayed well beyond what was communicated, and we had to have the vehicle. The fact that we had to wait for hours (after driving to retrieve it) because their truck hydraulics did not work is further demonstration of K4M Towing's inability to do the service contracted. 

  I will not waste any more time communicating with you, as you clearly have no intention addressing the complaint in any meaningful way, but I will make sure to share my horrible experience at every opportunity to ensure that others don't make the same mistake I did in choosing ***. 

  **** ****
  
  
  
  
   
  

• Initial Complaint

  Date:08/28/2025

  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.

  I contracted with SGT Auto Transport for shipping my vehicle in August 2024. I originally agreed to an open trailer for around $1,800 with guaranteed pickup on 8/18. On the day of pickup, *** told me they could not honor guaranteed pickup with open transport and forced me into an enclosed trailer for $2,700, claiming it was the only option.I also paid an additional $400 guaranteed pickup fee, which was supposed to ensure faster delivery. While my car was picked up on 8/18, it was not transported. Instead, it sat in a truck parking lot for 7 days. I confirmed this with GPS tracking. On 8/20, *** told me the car was passing ********, when in fact it never left ****** until 8/24.When it finally departed, the driver delivered the car in ************ late on 8/26 about 55 hours for a *****+ mile trip. Since only one driver was used, this could not have been done legally under FMCSA Hours-of-Service rules (max 11 hours driving after 10 off-duty). This means the driver either violated federal safety regulations or *** failed to disclose unsafe practices.When the car arrived, it was extremely dirty despite being shipped in an enclosed trailer. *** has refused compensation.I ask to refund the $400 guaranteed pickup fee and partial refund of the $900 extra cost for being forced into enclosed transport.

  Business Response

  Date: 08/28/2025

  Dear *****

  We would like to clarify the facts of your shipment in response to your complaint.

  Per your signed agreement with SGT Auto Transport, your vehicle was scheduled for a guaranteed pickup on 8/18/2024. That commitment was honored exactly as contracted. It is important to note that the agreement also specified an estimated delivery date of 8/26/2024. Your vehicle was delivered on 8/26, consistent with the estimated delivery timeline, meaning there were no delays and the service was completed as agreed.

  Regarding the transport method, the enclosed carrier option was presented as an available alternative to the open trailer. This was offered in the spirit of transparency, as some customers prefer enclosed shipping for added protection. You elected to accept this option, and the shipment was completed under the enclosed transport contract you willingly signed.

  As for your comments about the drivers compliance with FMCSA Hours-of-Service regulations, SGT Auto Transport works only with licensed and insured carriers who are required to abide by all DOT and federal safety regulations. Suggesting otherwise without evidence is concerning, especially given that your vehicle was delivered on the estimated date, in the contracted manner, and without any incident or damage.

  We respect all customer feedback and always encourage fair and truthful feedback. However, we must emphasize that making unfounded and defamatory claims does not reflect the facts of this shipment. Should you have verifiable proof of any regulatory violations or misconduct by the carrier, we welcome you to provide it, and we will promptly investigate the matter with the responsible carrier.

  At this point, based on the records and the terms of the contract, the service was fulfilled in full, on time, and without wrongdoing or delays on SGTs part. Therefore, there is no basis for a refund of either the guaranteed pickup fee or the transport charges.

  Sincerely,

• Initial Complaint

  Date:08/27/2025

  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.

  *** is an auto shipping company. I paid $1425 to have my car shipped cross country FL to **. The car was picked up 8/6/2025 as fulfilled by the company. The company promised to deliver my car by 8/18/2025 as per our contract. My car was delivered 7 days late on 8/25/2025 due to a carrier truck issue. However, the company did not communicate with me at all when the carrier truck was experiencing a breakdown. I had to call multiple times throughout the week of 8/18/2025 to receive updates, rather than the company updating me. People frequently did not answer the phones or when they did, they told me they could not reach my carrier and did not know where my vehicle was. Eventually when I could reach someone (named ****), he issued a new contract refunding me $200 for the inconvenience. I signed the contract and received payment back yesterday once my car was delivered. Today, I received 5 phone calls from *****, claiming to be a broker of the company. ***** has been incessant on demanding my $200 refund back, to the point where I would consider it harassment. I am requesting this company stops contacting me. I signed the revised contract for $1225 and they need to stop contacting me.

  Business Response

  Date: 08/27/2025

  Dear ********,

  Thank you for reaching out. Please allow us to clarify what occurred.

  After our team arranged a discount for you from the responsible carrier, they provided you with a $200 compensation. Our team was not informed of this until the morning of 8/26. In the meantime, we had already begun internally processing the $200 refund that had been promised by the carrier while they had already refunded that amount to you. 

  The original agreement was for a $200 refund, not $400. Therefore, once we became aware of the carriers separate compensation, we had to cancel the second refund that had been mistakenly initiated. We sincerely apologize for any confusion or misunderstanding this caused. Please rest assured that we are not taking back the $200 refund you receivedthe refund provided by the carrier has already been confirmed as delivered to you.

  Our team followed up with you simply to clarify the situation and request that you sign the paperwork for the refund received so it accurately reflects the correct amount paid to us for the shipment, given that the carrier refunded you separately. At no point was there ever an intent to take back funds already received. Our only goal was to ensure the records were accurate and transparent.

  We also respectfully ask that any public statements made regarding this matter be fair and factually accurate. Posting untrue or misleading statements can create a false and damaging impression of our company. Under Section 5 of the ************************ Act (15 U.S.C. 45), unfair or deceptive acts or practices in commerce are prohibited. This protection extends not only to consumers but also to businesses, as false or misleading public claims can harm a companys reputation and ability to serve its customers.

  For this reason, we kindly ask that you revise any public feedback to reflect truthful and accurate information, and refrain from making false claims moving forward. We remain committed to resolving this matter fairly and maintaining transparency in all of our business practices.

• Initial Complaint

  Date:08/18/2025

  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 father (a disabled veteran) and I recently purchased vehicles in ***** that needed to be shipped back to **********. If youve ever dealt with auto shipping, you know its a cutthroat industry with brokers constantly fighting for your business, but we thought choosing a top-rated company like SGT Auto Transport would give us peace of mind. We were wrong.From the very beginning, *** gave us false assurances. I spoke with Declan directly and also used the live chat to confirm multiple times that the bait-and-switch tactic I had read about in other reviews would not happen with them. I was told, repeatedly, that the price quoted was the price guaranteed. We agreed on $565 per vehicle, and I thought we were in good hands.Then, right on cue, I got the dreaded call. ******* informed me that the price had suddenly jumped to $900 per vehicle a massive increase of nearly 60% and this was presented as the only way to move forward. They knew time was of the essence for us to get our vehicles off the lot, and they used that urgency against us. This is the textbook definition of a bait-and-switch.On top of the dishonesty, their communication was extremely poor. Getting clear answers was nearly impossible, and instead of transparency, we were met with vague explanations and shifting excuses. For a company that advertises reliability, they showed the exact opposite.What makes this even worse is that they pulled this stunt on a disabled veteran and a young adult who trusted their word. The lack of integrity, transparency, and basic human decency is shocking.And sadly, my father and I are not the only victims of SGT Auto Transports poor business practices. Just look at the other reviews story after story of customers being quoted one price only to have it raised later, leaving people stressed, frustrated, and with few options. This isnt a mistake or a one-time miscommunication; its a clear pattern of dishonesty that this company continues to profit from.

  Business Response

  Date: 08/18/2025

  Dear ****,

  Thank you for sharing your feedback. We regret to hear that your experience did not meet your expectations. We want to take this opportunity to clarify a few important points and provide context regarding how our process works.
  As outlined in our Terms and Conditions, SGT Auto Transport operates with estimated pickup windows, not guaranteed dates and times, unless our ************************* is specifically selected. These windows are designed to reflect real-world market conditions, which are inherently dynamic and impacted by various factors, including route demand, fuel prices, weather conditions, and carrier availability.

  Regarding pricing, while we always strive to honor the original quote provided, rates are ultimately influenced by the market at the time of dispatch. When the situation changes and carriers request higher compensation, we inform customers transparently and present available options. This is not intended as a bait-and-switch, but rather as an effort to avoid delays and ensure customers can make informed decisions about their shipment.

  In your case, after being advised of the updated rate, you were given the option to accept or decline. Importantly, as evident from the two contracts we are attaching, our team was able to negotiate the rate down to $750 and $700 per vehicle instead of the higher figure initially requested by carriers. The updated contracts were willingly signed at these prices, and the service proceeded accordingly. Because of this, no refunds are applicable.

  We understand that shipping a vehicle can be a stressful process, and we regret if the industry-wide challenges created a perception of dishonesty in your experience with us. Please know that our team takes customer concerns seriously, and your case will be reviewed internally by our ***************** team to ensure all communication protocols were followed.

  We sincerely appreciate your fathers service as a veteran and your trust in choosing SGT Auto Transport. While we regret that your experience did not match your expectations, we remain committed to transparency and professionalism in serving our customers.

  Sincerely,

  Customer Answer

  Date: 08/19/2025

  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 the companys response, but I remain dissatisfied for several reasons:
  Bait-and-Switch Pricing Before signing the initial contract, Declan specifically told me that there would be no price changes. I also have 24-hour chat correspondence, including photo evidence, confirming that the rate quoted would remain the same. Despite these assurances, the price was raised after we had already committed. When I spoke with a staff member yesterday, I again explained that we never agreed to pay significantly more for the vehicles and that we were willing to wait until a carrier accepted the original contracted rate. Instead, the situation was presented as if the new higher price was the only option.
  False Sense of Urgency The representative presented it as though the carrier they found was the only transportation company available in *****, which was misleading. In reality, we should have been given the choice to wait until another carrier could take the shipment at the agreed-upon price. The companys price match offer should have been a red flag to us, because it reflects a pattern of tactics that appear to take advantage of customers.
  Poor Communication Communication was inconsistent and often delayed, forcing us to chase updates. This created unnecessary stress and left us with little confidence in the process.
  Pattern of Behavior From my own experience and research into other complaints, it is clear that my father and I are not the only customers who have been affected by this type of pricing and communication issue. This suggests a broader pattern in how this company operates.
  No Remedy Offered While the company expressed regret, they have not offered any meaningful resolution for the stress, poor communication, and misrepresentation we experienced. Simply stating that rates are market dependent does not excuse making firm promises that prices would not change and then going back on them.
  For these reasons, I do not accept their response as a satisfactory resolution. I believe the company should be held accountable for its misleading practices and lack of transparency.

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

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

• Initial Complaint

  Date:08/06/2025

  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.

  On July 21st 2025, I called SGT Auto transport to see about pricing and to maybe see if they would be available to pick up my truck and deliver it in a certain timeframe. I shared the information that would be necessary to transport the vehicle and when it came down to choosing the date for pickup, I was hesitant because it didn't match the time when someone would be available to meet the driver. The person I spoke with became agitated and I should have seen the red flag at the time but didn't know what to do. I went ahead and picked a date since he said I would still need to sign the contract. I figured that since I didn't sign the contract, I wasn't obligated to move forward at this point. I Just recently opened the contract to find my name on the bottom and realized that someone in the company did an electronic signature of my name on the document. When I called to tell them to cancel the order, they told me to email them and give them a reason. I did this in two emails. The first was too nice because I didn't mention that I never signed the contract. Now the company says that I owe them $149 to cancel the order or they will turn me over to collections. Even after I sent this cancellation, they are now texting my husband insisting that he move forward with the order. I then looked up reviews on redit and found other scummy practices on how they hold people over a barrel to get more money out of them before delivering their vehicles. Someone really needs to look into this company further and prevent the consumer from being burned.

  Business Response

  Date: 08/07/2025

  Dear *****,

  As stated in our Terms and Conditions, which were agreed to upon booking, section 8b of our cancellation policy provides that a one-time cancellation fee of $149 applies when:

  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:
  (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.

  Our records show that a contract was signed electronically by you on 07/21/2025. The contract was sent directly to your email for review and signature, and it is not possible for *** to sign on behalf of a customer. For clarity, we have attached a copy of the signed agreement.

  Once a contract is signed, our team immediately begins the process of arranging transportengaging vetted, licensed, and insured motor carriers through our proprietary network. This process involves allocating resources and securing carrier availability in line with the terms agreed to, which is why the cancellation policy is applied consistently.

  In this case, there was no wrongdoing on ***s part. Under the agreed terms, this made the $149 cancellation fee valid.

  We aim to be fully transparent by providing our policies on our website, in customer emails, verbally, and in the signed service contract. While we understand you may be disappointed with the outcome, the fee is in accordance with the contract you accepted.

  Sincerely,

  
  

  Customer Answer

  Date: 08/11/2025

  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:

  As stated before, *** signed the contract long before I even opened it. This is the main reason why I don't trust them and I don't want to deal with them. How can I be held to a contract that I hadn't even had time to read, let alone sign? 

   

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

  
  
  
  
   
  

  Business Response

  Date: 08/13/2025

  *** has operated fully transparently for over a decade servicing hundreds of thousands of customers in the auto hauling industry.  We are in full compliance with Department of Transportation as well as FTC regulation surrounding the execution of electronic contracts.

  Upon applying your signature to the contract, your ** address was recorded along with your signature on the last page of your Customer Shipping Contract.  The ** address as shown maps directly to your vicinity city/county and state. *** is located in ********** and in no way did any of our employees sign your contract.  See attached.

  As a courtesy, we will waive the cancellation fee, but please note, we take your accusations very seriously and will be referring your libel statements to our legal department.  Feel free to send any legal communications to ***********************************************************

  Customer Answer

  Date: 08/14/2025

  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:07/30/2025

  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.

  We scheduled *** to transport 3 vehicles from ******* to ********. The window for pickup was July *****. On the morning of the 28th *** emailed stating the carrier canceled the pick up/job. They assured us they would find another driver to pick up our cars. The supervisor, ****, told us he would call us on the 28th with a status update and never did. We called 3 times. They could never give e us a solid answer *** we extremely dismissive. We used the live chat and that *** had no other information to provide. We called twice on the 29th and the ***resentative, ****, told us he did not have a driver and could not give us any information about cancelation. He claims someone from the cancelation ***** Would call us back but they have not once returned our calls. As of now we are being charged with no information on refund. We are seeking a 100%rapid refund. We have been lied to. Bait and switch

  Business Response

  Date: 07/30/2025

  Dear *********,

  Thank you for reaching out. Were sorry to hear that your experience so far has been less than satisfactory.

  As per our records, you have already been in communication with our team earlier today. It was agreed to proceed with transporting one of the vehicles only, a new price was provided, and a new contract was signed accordingly. We are currently working in line with that agreement to schedule the transport.

  Should you have any further questions or concerns, we remain available and happy to assist.

• Initial Complaint

  Date:07/07/2025

  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 recently had my car transported from ************** back to ********. I chose this business specifically because of their high reviews, that they follow DOT federal regulations, and they are insured and responsible for your vehicle while it is with them. while loading my vehicle up my driver, scratched the bottom and ended up bending a bracket. I told him what it happened and specifically told him not to put it on a higher level when he was loading it up. He did it anyway. He also stated the company would make it right. They never did. The trailer that my car was dropped off was completely different than the one it was picked up on. When my car arrived, I noticed more damage the bottom and had it taken into a shop. Both shops I brought it to said that the driver cost more than $5000 worth of damage. I was given the owners number of SGT. *** name is ****. She was extremely unprofessional and rude, saying they were not responsible for the damage on my car because it was underneath and not the body. Then laughed at me on the phone when I requested they pay for damages. Then she proceeded to hang out and ignore our calls for the next week, including calls from the auto body shop. When we asked her for insurance information she refused too give it and hand up again. Im at the point where now I have my insurance involved and it needs to come out of my policy even tho I caused none of the damage, because they are refusing to email back, call back or take any accountability whatsoever. Im a 20-year-old college student and first responder and I barely afford to pay my bills. And on top of that, I now have no way to get to work. My car has been in the shop for almost a month now, waiting for people to get back to us and I cant wait anymore. This company clearly has no procedure for situations like this and should not trusted with other peoples vehicles. In their terms and conditions it also says I was supposed to be giving a bill of landing, which I was not.

  Business Response

  Date: 07/08/2025

  Thank you for reaching out.  Based on the details the customer has provided, it appears they are confusing the motor carrier company with ***.  *** is a Broker hired to schedule a licensed and authorized motor carrier company to transport the customer's vehicle.  ***'s owner is not "Inna" and we certainly wouldn't laugh at our customers.  We assume the customer is referring to the motor carrier company and so the unprofessional behavior has been reported to our carrier compliance team for an internal audit of the motor carrier company's profile.

  The bill of lading shows that delivery occurred on 5/29/2025 and that damages were reported to *** ******** 6/18/2025.  As proven transport damages are the sole liability of the motor carrier that took possession of and transported the vehicle, ***'s **** is to facilitate communication between the two parties and to provide guidance on the cargo claim process.  What is difficult in this case is damages were not documented on the bill of lading at the time of delivery and there is a 20 day gap in time for reporting the damages which makes it very difficult to gain any sort of cooperation from the motor carrier or their insurance provider.

  Attached is the motor carrier company's certificate of insurance.  The Customer can file a cargo claim or if they refuse to investigate the claim due to lack of evidence, the Customer can provide the *** to their own insurance company to initiate a no-fault subrogation claim.

  We wish the customer would have reported this sooner to *** which would have given us more leverage to assist.

• Initial Complaint

  Date:07/03/2025

  Type:Billing 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.

  Car shipped from ********* to **. When picked up the driver would not accept car unless he was Zelled $200 for extra weight. I understand the first 100lbs were free and the additional charge was $1 for each additional pound. Without any proper weighing process the driver just decided there were additional 200 lbs. Maybe it was 25 lbs. or maybe it was 50 lbs. but how did he come up with his figure. Seems like just a scam to extort more money at a point when you have no choice but to pay.

  Business Response

  Date: 07/03/2025

  Dear ******,
  
  Thank you for taking the time to share your feedback regarding your recent shipment from ********* to **********. We appreciate every customers input, and wed like to respectfully clarify a few important points about your concernsspecifically related to the additional $200 charge for personal items placed in the vehicle.
  
  As outlined in the agreement you signed, and in line with both our internal policies and industry standards, personal items are permitted only under certain conditions. Our contract clearly states the following under Section e:
  
  Motor Carrier/*** Not Liable for Personal Property. The customer must remove all luggage and personal property from the Vehicle prior to transportation unless the Customer has disclosed the contents of the personal property to *** prior to transportation of the Vehicle and *** agrees to such items being left in the Vehicle Any personal property left in the Vehicle not disclosed and agreed to by *** is at the Customers own risk The Customer further acknowledges and understands that the Carriers cargo insurance may not cover any personal items left in the Vehicle.
  
  In addition, our personal items policy is published and accessible to all customers at the following link:
  ****************************************************************************************************
  
  As this policy clearly outlines:
  
  Yes, you can have up to 100 lbs in the trunk/cargo area of the vehicle. Items must be contained to a single box or suitcase... Both front seats and the front seat floorboards must remain empty and free of any personal items... The backseat must also remain empty unless you've received an all-inclusive rate for items to be placed there.
  
  At the time of booking, you confirmed there would be no more than 100 lbs of items, which is included at no additional charge. However, when the carrier arrived, it was immediately evident that the items in your vehicle significantly exceeded that limit. Not only were they well over ************************************* the front seats, back seats, and trunkin direct violation of both our policy and federal vehicle transport regulations.
  
  This was not a random or unfair charge. Carriers must comply with Department of Transportation (DOT) rules, and excessive personal items can: Increase the weight and risk of the shipment, and Pose safety concerns during transport.
  
  The $200 charge was requested by the carrier on-site to accommodate the actual, undisclosed loadsomething that happens in any shipping-related industry when the agreed terms are significantly breached. This is not an act of extortion, as you claim, but rather a standard practice to cover real, additional cost and liability created by the extra cargo.
  
  As proof and for full transparency, we are also attaching photographic evidence of the personal items in the vehicle for BBB representatives to review. The photos clearly show items loaded throughout the vehicle, including the front seatan area that must always remain empty per safety and insurance guidelines.
  
  We stand by our commitment to transparent, fair service for all customers. We regret that this situation caused frustration, but we also must uphold the terms of the agreement and industry regulations for the safety and legal compliance of every shipment.
  
  If you have further questions or would like to speak with our team directly, we remain available and open to further conversation.
  
  Sincerely,
  

  Customer Answer

  Date: 07/07/2025

  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,
  
  ****** *****