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: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,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  Spoke to an agent named ******* ********, I gave him my personal info 4 times and asked to repeat it because I was paying for a service. He said I have it *** no worries ! Off the first encounter they were not helpful. I proceed to wait for the vehicle to get picked up, mind you the driver or no one has my phone number or email to contact. They are also all about no hidden fees and no funny business. 3 days pass by it is now Friday I have no update on when the vehicle is getting picked up ! I reach out to the driver through the salesman. Driver tells me that he would be there Sunday but it would be an additional charge ! He explain that he has to charge me extra because *** messed up on their end and other things ! I contact *** and *** promises me I would not be charged extra upon arrival etc. Sunday comes the driver calls me and tells me that contacting *** is gonna make him want to charge more. I contact *** they are no help once again ! Telling me practically nothing at the moment. Driver calls back threatening to leave my new vehicle on the side of the freeway if I do not pay his extra fees, then he threatened to leave it at a tow yard. I contact *** and *** tells me to not worry but how would I not if Im in that situation! *** ****** help once again. They do not care about this big situation! I had to pay the driver the extra because my vehicle was being held hostage practically. I contact sales man and tell him what happened with my experience. He contacts *** and thats when *** decides they should contact me, once they contacted me I did not hear from them for 2 weeks! Complete SILENCE! Once they noticed a charge back is when they decide to pretend to care because it involves money. Thats ridiculous and sad it takes that to help a customer. They are NOT about customer service and they do not help with hidden fees they live by ! This was the worst experience Ive ever had. They are now pretending to care and threatening me to send me to collections.

  Business Response

  Date: 06/03/2025

  We appreciate the feedback and sincerely apologize for the motor carrier company's creating confusion at delivery. We respectfully must remind that *** and HIGH SPEED LOW ***************** are two separate entities.
  

  On 05/07/2025 ****** hired *** signing transport service contract #******, to utilize our auto hauling industry expertise and proprietary vetted motor carrier network to secure and schedule a licensed and insured motor carrier to transport their vehicle.

  *** rendered its broker services, fulfilling its contractual obligation by procuring, vetting and scheduling a licensed and insured motor carrier company to transport ******** vehicle, ********************************, DOT#******* on 05/09/2025. The motor carrier did in fact have all the contact info, text messaging shows that.  HIGH SPEED ********************* picked up the vehicle on the same day 05/09/2025 and delivered on 05/11/2025 as shown on the Proof of Delivery/Bill of Lading.  Therefore by law as dictated in the Customer Shipping Contract rightful payment is due *** for their broker services.
  

  Due to an extended delay at the pickup location, ******************************** informed they were losing business waiting for ******** vehicle to be ready and asked for an additional $205 to compensate them for their loss. This was in no way part of the contract that *** executed with either ******************************** or ******. Nor is it funds that *** ever receives or collects. Again, we are two separate companies. While we do not agree with HIGH ***************************'s request, it is important to understand that **************** carriers can not sit idle for hours waiting for vehicles to be ready. It was solely ************** responsibility to ensure the vehicle was 100% ready for pickup when ******************************** arrived at the dealership. 

  Under Federal transportation law **************** carriers have the legal right to withhold the release of the vehicle until payment is made. Vehicles are classified as Cargo being transported over state lines and therefore falls under Federal jurisdiction.  Again *** did not agree with HIGH ***************************'s request for an additional $205, but what was more important at the point of delivery was to ensure that ****** gained possession of their vehicle.  We could then work on resolving the issue of the additional $205 charge once we knew ******** vehicle was safely in his hands.  Customers do not always understand all the intricacies of the auto hauling industry and what ****** doesn't understand is *** saved them from dealing with all the cost and trouble that comes with **************** carrier companies keeping possession of and storing their vehicle.

  Immediately after delivery, HIGH *************************** was reprimanded and suspended from *********** carrier network for their actions. *** applied pressure on ******************************** until they agreed to reimburse ******.  *** reached out to ****** several times to ask for their prefered form of payment to which no responses were received.  ****** then filed a chargeback against *** retracting ***'s rightful broker fee despite *** completing its broker contract services in full.

  HIGH SPEED LOW DRAG TRUCKING LLC  reimbursed ****** the $205 in full, proof of payment attached.  However ****** has not retracted their chargeback meaning *** has not been paid for its services.  At this stage ****** is in breach of the signed Customer Shipping Contract, per Term 22. Disputes and Collections. which reads: Any credit card dispute/chargeback, whether for services rendered or applicable cancellation fees, will be reviewed in accordance with the above-mentioned terms and conditions. If a dispute arises and is escalated to our collections agency, additional fees may be imposed. This could result in a larger total amount owed than the original disputed amount. SGT Auto Transport reserves the right to add a $200 fraudulent chargeback fee for any chargeback/credit card dispute submitted by the customer/card holder.

  *** has provided its full broker services, ******** vehicle was safely delivered, and ****** was refunded in full for the overage charged by *********************************  Therefore *** will be exercising its legal rights in adding an additional $200 to ******** debt and will begin its legal pursuit against ****** in the amount of $579 if the chargeback is not retracted within 48 hours.

  Customer Answer

  Date: 06/04/2025

  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: 

  It took a chargeback to take my concerns serious ? They did not start to contact me about the situation that had happened until once both other parties realized they were in the wrong weeks later! Why couldnt the situation be resolved or tried to be resolved before the charge back? Im sure if the charge back would have never happened they would have ignored everything that happened in my situation, they can say what they want but no one called me back that week when I complained. It took the saleman to call for them to even try to look into the situation.  I understand now almost a month later they finally think they did the correct thing, but there is still so much their agents at *** did incorrect and have not offered any other type of compensation for what their team has caused ! I would have understood if it was just the other partys mistake, but *** is just as much to blame for not listening to me since the start of the first interaction. The could have offered a different compensation to show they are sorry and care for their customers  

  **** ******
  
  
  
  
   
  

  Business Response

  Date: 06/04/2025

  The Customer's response is false that *** did not perform its duties nor assisted the situation until the chargeback was filed.

  It appears that even after being reimbursed the additional charges by the motor carrier company, the Customer's intent is to remain in breach of the contract they are legally bound to and simply not pay for ***** services rendered.  Proof of reimbursement attached.

  Delivery occurred on 5/10.  We have 22 calls logged between 5/9/2025 and 6/3/2025 attempting to resolve this issue without proper response from the Customer.  In those calls repeated requests were made as to how to reimburse them the additional charges that the motor carrier imposed.  Report attached.

  At this time we will proceed in exercising our legal right to pursue the Customer by enforcing the signed contract under terms 8. Terms of Payment; Deposit. and 22. Disputes and Collections.  This will include adding the additional fees and reporting the debt to all credit bureaus.  Customer Shipping contract attached.

  Customer Answer

  Date: 06/05/2025

  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: 

  It is obvious they are going to deny, when I called consecutive days after this situation they had no response and would get hung up on my different customer service agents, if they wouldve listen to my requests on having the correct number this wouldve been avoided. Each time I have called this week I get put on a very long hold that I get hung up on. Ive tried to contact back and everytime Ive tried it does not work. And they have been nothing but threatening just like the other transportation company instead of wanting to be able to communicate properly.  

  **** ******

  
  
  
  
   
  

• Initial Complaint

  Date:06/02/2025

  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 contacted them in advance to transport my car not knowing exactly when it would be ready for pick up. Once it was ready they gave me a window of 3 days beginning 5/20/25. The woman I spoke with said I didnt need to pay a deposit until a driver had been secured. Once that time had passed I contacted them daily for updates. I was met with continued excuses telling me there was no space on the carrier or they didnt have a driver to take it. I stop calling over the weekend and suddenly receive an email telling me my order was cancelled. When I contact them about this they tell me I talked to someone named ***** on the 29th and he asked for more money than what was originally required for the order and I never talked to ***** on the 29th. I no nothing of a new price. I was sure to text about this so I would have it all in writing. Now ******* who Ive been texting is telling me he has to talk to his managers about this and get back to me. ***** lied and should be terminated.

  Business Response

  Date: 06/02/2025

  Dear *********

  Were truly sorry to hear about your experience. At SGT Auto Transport, we are committed to providing honest and professional service, and we regret that we did not meet the high standards we strive to maintain in your case.

  Please know that our team works diligently to coordinate shipments based on estimated timelines and carrier availability, as outlined in the terms of the shipping contract, which we are also attaching here for your reference. Our team worked to assign a driver within the expected time frame and price. However, when no driver was available and the accepted price no longer matched current market conditions, the team proceeded to cancel the shipment.

  It is important to note that, as stated in Part 8 of the shipping agreement, *** reserves the right to cancel the order at any time, at **** discretion. The cancellation was made in accordance with the signed agreement.

  We apologize for any miscommunication during the chat with our representative, and your feedback will be forwarded to our **************************** for further review.

  Thank you for your understanding.

  Best regards,

  Customer Answer

  Date: 06/04/2025

  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 business needs to outline on their website and in the contract that a renegotiation of prices will not be extended to ******* customers. If I knew I would be handled differently because I was a Shiply customer I would have either chosen another carrier or contacted them directly outside of Shiply. And to date no one has told me the increased rate. And ***** needs to be fired because he lied and said I canceled the shipment when he talked to me and I never talked to him nor canceled the shipment. That violate the companys statement in response to me about honest communication.

  ******** *******
  
  
  
  
   
  

  Business Response

  Date: 06/09/2025

  Dear **'*****,
  
  Thank you once again for your continued feedback.
  
  We genuinely regret that this situation has caused you frustration, and we want to assure you that your concerns are being taken seriously. We understand how upsetting it must be to feel misrepresented, and we want to clarify that we have no intention of mischaracterizing any part of your interaction with our team.
  
  It appears there was a miscommunication or misunderstanding regarding the cancellation, and while we regret any confusion caused, we want to reiterate that this is being addressed internally. Your comment has been escalated to our ***************************** and we are actively reviewing the call logs and records associated with your order to ensure full transparency and accountability. Should we find any deviation from our standards, appropriate corrective measures will be taken.
  
  However, it is important to emphasize once again that the cancellation of your order was done in accordance with the shipping agreement you signed. As per Point 8 of the terms and conditions, SGT Auto Transport retains the right to cancel an order if we are unable to fulfill it under the agreed terms. In your case, no service was rendered, no payment was collected, and no cancellation fee was chargedwhich confirms there is no refund due.
  
  We truly appreciate your feedback, as it helps us improve our processes and communication. We respectfully maintain that the terms of the agreement were properly followed, and the matter was handled in a way that protected your interests as a customer by allowing you to seek alternate arrangements without any financial obligation.
  
  We sincerely hope this clarifies the situation and brings closure to the matter. Should you have any further questions or require assistance, our team remains available to help.
  
  Kind regards,

  Customer Answer

  Date: 06/10/2025

  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 do NOT owe me any money! Your assurance of escalating my complaint about your staff lying on me does not resolve my issue with your company. The lies of your staff already show me the lack of integrity of your business practices so I'm sure you will do nothing to resolve this. Which is why you keep writing back about escalating my complaint up the chain of command but provide no specifics about how you plan to resolve this. I am aware that you can cancel my order for any reason my issue was that the change of price was not discussed with me and I was told it was not because I am a shiply customer and nothing in my contract nor on your website states that price increases will not be negotiated with shiply customers. I want a line added to your contracts that states clearly "In the event of a price increase for shiply customers, your contact will be terminated and negotiation of the new price is not available for Shiply customers". I would also like that on your website. 

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

• Initial Complaint

  Date:05/22/2025

  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.

  Booked a transport on Saturday, they guaranteed pickup within ***** hours. Had to cancel my flight and get a hotel Tuesday to stay an extra day because they still had not assigned a driver. Wednesday waited and called at 1pm to cancel because flight leaves at 4pm, which I already had to cancel and rebook. They charged me $150 for canceling! Said they had until 4pm Wednesday, 3 hours away. WAY past 48 hours, but they still charged me! If they canceled, do they pay me $150?

  Business Response

  Date: 05/23/2025

  Dear *. *******,

  Thank you for your feedback. We sincerely regret any inconvenience caused during your recent experience.

  We would like to clarify that, as per the signed contract agreement (which we are attaching here for reference), the estimated pickup window spans 13 business days following the customer's first available shipping date. This is clearly outlined in Section 1(p) of the agreement:

  "Pickup Window" Pickup windows are estimated dates, typically spanning 13 business days after the Customer-provided first available shipping date (FAD).

  Your cancellation request was received while we were still within that standard 13 business day window. As such, the cancellation fee of $149 was charged in accordance with Section 8(b)(B)1 of the signed agreement, which states:

  *Customer authorizes *** to process a one-time cancellation fee of $149 on Customers credit/debit card at the time of cancellation when:
  (B) Customer sends written cancellation notice but cancellation occurs:
  Before the estimated pickup window expires.*

  Because the cancellation was initiated before the expiration of the agreed pickup window, the cancellation fee was appropriately applied under the contractual terms you agreed upon and accepted when signing the contract. 

  We truly value every customer and always aim to set proper expectations by clearly outlining our terms up front. We understand your frustration, and while we must follow the terms of our agreement in situations like this, we do appreciate your feedback and will continue working to provide the clearest communication and smoothest experience possible in the future.

  Sincerely,

• Initial Complaint

  Date:05/19/2025

  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 spoke via online chat with an agent at *** who arranged pickup for my car in ********** within a 1-3 business day window to be delivered within 5-7 days to ************ for around $1500. When the 1-3 business day window came and went without notice from ***, I called and was told they were having trouble finding a driver and likely would not be able to find one for a week. I was informed that the pickup window was just "an estimate" despite not being told this when I booked the service or in their follow-up emails. Indeed, this is stated in small print in the contract, but it's incredibly deceitful to sneak something into a contract that isn't otherwise stated to a customer. The next day someone called and offered me a driver for the next day who wouldn't get my car to ************ for 7 to ************************* $1700. Despite not adhering to the terms I was promised by their booking agent, *** refused to cover the increased cost, telling me they were "already covering half of it". Of note, the prior day the agent I spoke with assured me I would never be charged more than what was stated in my contract for the transport. I expressed my displeasure with all of this to the agent and was then told that *** was going to cancel my contract. In other words, don't use this company unless you don't actually care when your car will be picked up, when it will arrive, and how much it will cost, because whatever they tell you upfront is not guaranteed and they hide behind a contract that is worded to allow all of these underhanded business practices knowing that most folks won't read it through.

  Business Response

  Date: 05/20/2025

  Dear ******,

  Thank you for taking the time to share your concerns. We genuinely regret that your experience did not meet your expectations, and we understand how frustrating delays and pricing changes can be, especially when shipping a vehicle across the country.

  Wed like to clarify that while we strive to meet every customer's preferred timeframe and budget, all pick-up and delivery dates are provided as estimates. This is clearly stated in our agreement under Point 18, which reads:

  ...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. *** and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason...

  We make every effort to communicate these terms during the booking process and in the contract documentation sent for review and signature prior to dispatching any order. In your case, the representative provided an initial estimate based on market conditions at the time. When we encountered difficulties securing a carrier within the initial window, our team promptly presented the best available alternativeone that unfortunately required a rate adjustment due to increased carrier demand.

  We understand your frustration with the unexpected increase and delay, and we truly regret that this affected your experience. Please know that these changes are not a result of deceptive practices, but rather reflect real-time logistics and pricing fluctuations within the transport industry.

  We appreciate you bringing this matter to our attention and hope to have the opportunity to provide you with a better experience in the future.

  Sincerely,

  Customer Answer

  Date: 05/20/2025

  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 disagree with the business's statement that my experience was not the result of deceptive business practices. As I stated in my original complaint, what they told me during my booking and and via email in the days leading up to the expected transport of my car never stated that any of the information they were providing me was an estimate and not guaranteed. To tell customers one thing and then sneak language that says otherwise into a contract is indeed deceptive. Few people read a contract line by line before signing and instead trust that it outlines what they have been told by the business, and *** clearly takes advantage of this to offer customers services they aren't able to deliver on. I do not require any additional response from the company, but I do want to go on record as calling out this practice for the sake of others so they can avoid using this company if timing or price are important to them.  
  
  ****** *****