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: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,

• Initial Complaint

  Date:09/11/2025

  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.

  I had them ship my car last week. When the vehicle arrived the driver advised me that the car was damaged on the trailer due to another car hitting it. The driver took photos and advised they would take care of the repairs. Then the driver tried to get me to sign a form stating no damage. I refused and he changed the form and I signed. *** immediately stated they have zero responsibility and would send me the companies insurance information in order to file a claim if I couldn't work it out directly with the company. Well the company promised to pay but now keeps changing the conditions. They said they would Zelle me the payment but now states they will mail a check in 10 business days. Due to this I contact *** to get the insurance information for the company but they are refusing even though I have the email stating they would send it. My car is finally fixed and the total is $1,700 which needs to be paid immediately. SGT Auto Transport is trying to protect this company that they contracted with from getting a ding on their insurance but also refusing to assist with me getting payment. Beware if anything happens with your transport *** **** will not be there for you. They will hound you to get your business but then provide the worst customer service when you have an issue.

  Business Response

  Date: 09/11/2025

  Dear *****,

  Thank you for reaching out so we can clarify the situation. Delivery occurred on 9/3, after which the carrier reviewed your claim and collected the repair estimate you provided. Within 5 business days, on 9/11, the carrier offered to pay the claim in full.
  

  Its important to note that the settlement process was delayed because payment by ***** was requested, while the carriers standard method is by check. Additionally, at your request, *** provided you with the carriers Certificate of Insurance.
  

  As shown in the attached communication, appropriate assistance was provided throughout the process, including three different options for resolution. Our team remains committed to supporting you if you need any further assistance.

  Customer Answer

  Date: 09/11/2025

  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:

  This information is incorrect.  The company is the one who offered to pay me via Zelle.  That was their suggestion not mine.  The company stated that all I had to do was tell them when the car was complete and they would send Zelle payment.  As soon as I advised that the car was complete they tried to change their method of payment, ask me to take either further unreasonable steps, and stated they would mail out a check within 10 business days instead. It does not take 10 business days to mail anything.  Due to this company continuing to change their story after first trying to get me to sign the Bill of Lading showing no damage was done which I refused,  and adding additional steps I asked to file a claim with their insurance instead.  I called the insurance company from the email sent to me by SGT Auto Transport and provided the policy number.  I was able to provide the Geico commercial insurance representative the policy number and the tag number of the Dodge Ram truck that transported my vehicle who was contracted by SGT *********** The ***** representative advised me that the company has an active policy but the driver and the vehicle used to tow my vehicle is not listed on the coverage.    I tried to speak with SGT **** and tell them this but the representatives would not listen and kept cutting me off.   I am attaching above the text message communication from Beta **** Transport owner.  As you can see he agreed to send a Zelle payment so I could pick up my car.  Also you can see that his communication with me was lacking. Also note that I sent him an email address of *********************** on Monday.  The reason I sent him this is because he would call over the phone and say that he was going to pay immediately via Zelle when the repairs were complete and I also gave him permission to contact the repair shop directly to get any information needed. On this called I agreed to those terms and asked that he also email that promise so I could have a record of our conversation to be able to show SGT *********** He said he would and told me to text him my email address so he could send everything we spoke about.  I never received that email from him. 

  ***** ******

  
  
  
  
   
  

  Business Response

  Date: 09/12/2025

  Dear *****,
  
  Thank you for your response. As discussed with our representatives, we have reached out to Beta Auto Transport, LLC to confirm that they will issue payment via *****. As previously informed, we have also requested that they expedite the case so that you can receive the funds by Monday, 9/15.
  
  Please note that this commitment, including the estimated payment timing, comes directly from Beta Auto Transport, LLC. With these steps in place, we consider this case resolved and hope that once you receive the payment from the responsible party, the matter will be fully closed. We are glad we could assist in facilitating this resolution.

  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:

  The complaint can not be resolved with with promises made from you or the company and will only be resolved when the appropriate action takes place for three reasons.  First, you and Beta Auto have been very dishonest throughout this entire process.  The only reason you changed your tune is due to me having actual saved evidence.  If I did not you would still be lying. Second a Zelle payment is an instant process that does not take days to initiate.  This Zelle payment was promised to me upon completion of the repairs which was last Wednesday.  Zelle payments are completed in less than 15 minutes. Making me wait 5 days to complete is more stalling tactics.  Third it is currently 8:45am MONDAY and the payment has not been received.

  
  

  
  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 09/16/2025

  Dear *****,
  
  Thank you for your feedback. We would like to respectfully clarify the situation and reiterate our role as outlined in the signed service contract.
  
  As per the Terms and Conditions, point 13(a) (Damage/Freight Claims), it is the responsibility of the carrierin this case BETA AUTO TRANSPORT LLCto settle and resolve any damage claims. SGT Auto Transports role, as stated, is to facilitate communication and assist in the resolution process. However, *** holds no direct responsibility or liability regarding damage claims, and any facilitation on our part does not waive this contractual defense. The relevant contract has been attached for your reference.
  
  That said, we have fully honored our commitment to assist by mediating between you and the carrier. As of the most recent communication received from BETA AUTO TRANSPORT LLC, we were advised that the payment was already processed via ***** to resolve your claim in full. If you have not received it, we kindly ask that you let us know immediately so we can follow up with the carrier on your behalf.
  
  Based on the carriers confirmation, we consider the matter resolved. Nevertheless, we remain available to support you in ensuring that the carrier fulfills their responsibility.
  
  Sincerely,

  Customer Answer

  Date: 09/19/2025

  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.

  
  This business should be investigated for promising only licensed transport carriers when they do not make certain they are licensed. 
  Sincerely,
  
  ***** ******
  
  
  
   
  

  
  

• 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,