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: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.  
  
  ****** *****
  
  
  
  
   
  

• Initial Complaint

  Date:05/19/2025

  Type:Delivery 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.

  April 30, 2025 SGT ********************** was set up to have a driver pick up my car and ********************** it from *********, ** to **********, **. It was set to be delivered in 7-10 days. The car was to arrive by May 10th, it did not show, I called and they said there was an issue with the drivers trailer and still in OR/WA. They said it would leave May 10 or 11th and be ********** May 14 or 15th. It did not show again and I called and they said the driver is on his way and just delayed and in ******** and would for sure be to ********** by May 17 or 18th. I called both May 17th and 18th to get an update and they said he is on his way and they asked the driver to call me. He never did. I continue to call the driver company who I set this up through and they all just give me the runaround. I called the driver company and was told my car is stuck in ******** and the driver is having a license issue. They offer no help to get my car from the car and delivered. The total was $1779 and they last week offered me $100 discount for the trouble which was not my helping me get my car. I paid $529 upfront and the remainder of $1150 is dues when I ever receive my car. I need help getting my car

  Business Response

  Date: 05/19/2025

  Dear ******,

  Thank you again for your continued patience. We sincerely apologize for the delays and the lack of timely communication throughout this experience.
  

  Your vehicle is currently in ********, ********. Due to unforeseen issues with the original driver, the transport was delayed. Arrangements are in place to have another qualified driver take over if necessary. Based on the latest updates, delivery is now expected between May 21st and May 23rd.
  

  We understand the frustration this has caused. While a $100 adjustment was already offered, we know that doesn't change the inconvenience you've experienced. As a further gesture of apology,wed like to offer you two $50 ************** discount codes, which we can email to you if you choose to accept them.
  

  We will continue to monitor the situation closely and keep you informed of any developments. Your experience matters, and this situation is being taken seriously as an opportunity to strengthen communication, service standards, and accountability with all involved parties.
  

  Again, we truly regret the inconvenience and appreciate your continued understanding as we work to complete the delivery as soon as possible.
  

  Sincerely,

  
  

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service 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.

  Dear Sgt Auto Transport Team,I am writing to express my deep frustration and disappointment regarding the service I have received. My vehicle has not been delivered to the agreed-upon location, and despite multiple attempts, I have been unable to reach anyone from your team by phone or receive any meaningful updates.This lack of communication and failure to deliver as promised is completely unacceptable. I expected a professional and reliable service, and instead, Ive been left without answers and without my vehicle.Please consider this an urgent request for immediate assistance. I need to know the exact location of my car, when it will be delivered, and how you intend to resolve this matter. If I do not receive a prompt response, I will be forced to escalate this issue further, including filing a complaint with the Better Business Bureau and exploring legal options.

  Business Response

  Date: 05/14/2025

  Dear ****,

  Thank you for your message and for allowing us the opportunity to address your concerns. We want to sincerely apologize for the inconvenience and frustration you experienced during your recent transport with SGT Auto Transport.

  We understand how stressful and upsetting it must have been not to receive timely updates or the service you expected. This is not the standard we hold ourselves to, and we are genuinely sorry for the disruption it caused.
  

  Were relieved to hear that your vehicle has now been delivered and the issue has been resolved. In an effort to make amends, we have issued compensation from both our side and the carrier's side. While we understand this does not undo the inconvenience youve faced, we hope it serves as a gesture of goodwill and accountability.
  

  Your feedback has been shared with our ***************** Team, and were using this experience as an opportunity to improve communication, reliability, and accountability across our operations.
  

  Once again, we truly appreciate your patience and understanding, and we hope to have the opportunity to serve you better in the future.
  

  Warm regards,

• Initial Complaint

  Date:05/07/2025

  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.

  In late October 2024, I was charged a one-time $149 fee for canceling my shipping order, despite signed a contract with a guaranteed pick-up date. A carrier had been assigned, but ******** contacted me just 38 minutes later to cancel and schedule a different pick-up date. I was informed that the $149 fee could be applied as a credit toward a future shipment, valid for six months. In mid-April 2025, I contacted ******** to schedule a new shipment and applied the existing credit. I signed another contract with a guaranteed pick-up date of April 25. Despite multiple confirmations that the vehicle would be picked up on that date, it was not. I informed SGT **** that I'll be released from military duty and was required to begin traveling on the morning of Sunday, April 27. It was essential that the vehicle be picked up as agreed.A carrier was later confirmed after the guaranteed date, offering a pick-up on the evening of April 27. The carrier also required a travelers check be presented in person upon delivery on May 1, which raised safety concerns about carrying a large sum of money.Due to the missed pick-up date, I was forced to alter my travel plans at additional cost and ship some personal belongings separately. Additionally, I do not believe the military discount or the $149 credit was ever applied, as the carrier quoted the full cost directly. There was further confusion regarding the form of payment due to the carriers internal policies and prior fraud concerns, requiring bank verification of the funds before accepting the check.Given the failure to meet the guaranteed pick-up date, additional costs incurred, and the lack of applied credits or discounts, I'm requesting a refund of the $149 fee and reimbursement for the cost of shipping my personal itemsexpenses I would not have incurred if the original service agreement had been fulfilled.

  Business Response

  Date: 05/07/2025

  Dear *****,
  
  Thank you for taking the time to share your concerns with us.
  
  We would like to respectfully clarify that the $149 cancellation fee originally charged in October 2024 was not forfeited or retained without use. As agreed at the time, the fee was applied in full as a credit toward your subsequent transport order in April 2025. Therefore, no refund is due, as the credit has already been utilized for that shipment.
  
  Regarding your request for reimbursement related to the shipment of personal belongings, we must advise that, in accordance with Section 4e of the signed contract, SGT Auto Transport and its partnered carriers are not responsible for the transport of personal items. The service agreement is strictly for vehicle transportation, and any personal property left in the vehicle falls outside the scope of coverage or responsibility. The contract specifically states:
  
  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. The customer agrees that neither *** nor the Motor Carrier is liable for any personal property left in the Vehicle in violation of this condition... The Carriers cargo insurance may not cover any personal items left in the Vehicle.
  
  As such, a refund or compensation cannot be applied for the lack of transport for personal belongings, as we are not responsible for transporting any personal items. The contract is solely for vehicle transport services.
  
  We sincerely value your feedback and thank you for the opportunity to assist. Should you need help with a future transport, we remain at your disposal.
  
  Sincerely,

• Initial Complaint

  Date:05/06/2025

  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.

  On 5/4/25 (Sunday) I put in for a quote to move a car from ** to **. It was late in the afternoon when I did it. I sent them all the required info. On Monday, well before ******************************************************************************* any driver assigned. I was charged $149 and they refused to refund it. Total SCAM.

  Business Response

  Date: 05/06/2025

  Dear *****,

  Thank you for taking the time to share your feedback. We appreciate the opportunity to respond and provide clarity regarding your recent experience.

  According to our records, the service contract for the transport of your vehicle from ******* to ********* was signed on May 4, 2025. A copy of the signed agreement is attached for your reference. Shortly thereafter, a cancellation request was submittedprior to the expiration of the estimated pickup window.

  Per Section 8b(B) of the signed agreement, a cancellation fee of $149 was applied. This section states:
  8b. ********************************* *************** Customer authorizes *** to process a one-time cancellation fee of $149 on Customer's credit/debit card at the time of cancellation when one or more of the following occurs:
  1. Before the estimated pickup window expires.
  2. Where the transport is double-booked with other broker companies.

  As any business, we put in a significant amount of time, money, and effort into serving our customers in order to achieve successful outcomes for them and for our company. No one is obligated to use our services, but utilizing our resources and then choosing not to cover the associated costs is, in our view, both unreasonable and unethical.

  SGT Auto Transport was hired to apply our auto-hauling industry expertise and utilize our proprietary network of licensed and insured motor carriers. We stand by our commitment to provide excellent service by executing clear contractual agreements that outline responsibilities on both sides. These terms are in place to protect both the customer and our operations.

  What many first-time shippers may not realize is that a considerable amount of resourcing goes into setting up transports, including internal logistics and vetting of motor carriers to ensure full compliance with government and insurance regulations. From the moment a contract is signed, our team begins working promptly on behalf of the customer.

  For this reason, we uphold a clear cancellation policy and take care to communicate it through multiple channelsverbally, on our website, in confirmation emails, and within the signed agreement. In this case, the customer canceled after services had been initiated but before the pickup window closed and was double-booked with another broker, thereby breaching the agreed-upon terms and activating the applicable cancellation fee

  We hope this explanation provides transparency around our process and policies. Should you have additional questions or concerns, we welcome you to reach out to us directly.

  Sincerely,

  Customer Answer

  Date: 05/07/2025

  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:

  1) The fee was hidden in the contract.

  2) ******* has a 3 day right to cancel on most contracts.

  3) The price quoted on their website offered a $50 "Sunday" deal which was not applied to the contract. 

  If I am not refunded I will deny the charge on my CC and if that doesn't resolve this matter I will file in Small Claims Court in ************** ** which will cost you more in legal fees to fight. You are the only company I have ever heard of that doesn't allow a 24 hour cancellation window especially on a Sunday. 

  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 05/08/2025

  Dear *****,

  While we appreciate your feedback, we must respectfully point out the facts.

  The Customer Shipping Contract signed is 100% in line with *** regulation as it requires you to review the entire contract before applying your electronic signature at the bottom. Signing a contract means you have read and understood and agreed to it in its entirety.

  Signing the contract also means you have agreed to our full terms and conditions regardless of the State you reside in and the contract terms apply and are lawful in all 50 States.

  There were zero hidden fees. *** has been in business over ******************************************************************************************************************* need to hide any information. Our cancellation policy is on our website and is in the contract signed. What is unlawful is for you to sign a contract, use our resources, then decide the contract no longer applies to you.

  In the event a fraudulent chargeback is filed, you will be in breach of Term 22 Disputes and Collections, where an additional $200 will be applied to your balance and sent to collections including reporting the rightful debt to all credit bureaus.

  We worked earnestly on your booked transport per the contract you signed and as a business the law agrees we have the right to compensation for the usage of our resources.

  Kind regards,

  Customer Answer

  Date: 05/09/2025

  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 am not in agreement with their response and demand a refund.  

   

  ***** ****
  
  
  
  
   
  

• Initial Complaint

  Date:05/05/2025

  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.

  Never picked up my car stopped communicating with me my car is still stuck in ******* told me it would be picked up up before I had a flight out and said they had no drivers I made the arrangements two weeks before expected pick up date not acceptable

  Business Response

  Date: 05/06/2025

  Dear ********,
  
  Thank you for your feedback. We sincerely apologize for any inconvenience caused and appreciate the opportunity to clarify the circumstances of your transport request.
  
  As per the Terms and Conditions of the signed contract (attached here for your reference), the pickup window provided is estimated, not guaranteed. In particular, Section 1(k) and 1(p) of the agreement state that the pickup process begins on the first available date selected by the customer, not from the date the booking was submitted.
  
  Additionally, Section 18 of the signed agreement outlines the following:
  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.
  
  Our team actively worked to secure a carrier for your transport. On May 5th, 2025, we communicated an option for pickup on May 5th, 2025, which was within a reasonable window from your first available date. However, at that time, you advised us that you had signed an agreement with another company and requested to cancel your transport with us. We honored that request and processed the cancellation accordingly.
  
  We regret that we were not able to meet your expectations on this occasion. Please know that we remain committed to providing quality service and full transparency, and we hope to have the opportunity to better serve you in the future.
  
  Sincerely,

• Initial Complaint

  Date:05/05/2025

  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.

  On 1/25/2025 I called *** ********************** to transport my vehicle from MI to **. Within a few hours of initial contact, I was notified that my original transport company was picking up my car . I immediately called *** and canceled the request. They said nothing could be done until Monday 1/27/2025. I also sent an e mail to cancel to *** to make sure they were notified. On Monday, I reached out again to *** and they said according to the contract I would owe $349 for cancelling. I never received or signed a contract at this point. They decided I could pay them $149 for services even though I never received any. I paid the $149 even though I wasnt liable and shouldve owed anything. I later disputed with my cc company and I was found not liable and the money returned. This week I have been receiving harassing e mails ( I did call to inquire and spoke to ****** who said it might be reported to the credit bureau May 5 ish if not paid) ***************************** demanding that I pay $349 which was the original $149 plus $200 in fees for services not rendered. Im very upset and feel threatened and coerced by these companies. I was already deemed unliable and now these 2 companies are behaving unlawfully by trying to intimidate me and using my credit score to scare me. I believe it is illegal for *** to turn me over to the creditor once the bank investigated and found me innocent. I dont feel comfortable with the links asking for my debit card information and ******* negotiating the costfrom $349 to $261.75. *** also notified my cc company about this situation and they suggested I contact the BBB and report the companies. Feel free to contact me via e mail verses the phone as Im ***** of phone conversations and taping my voice and AI. Thank you, **** *

  Business Response

  Date: 05/06/2025

  Dear ****,
  
  Thank you for reaching out and giving us the opportunity to respond to your concerns.
  
  We would like to respectfully clarify that your claim regarding not receiving or signing a service contract is inaccurate. Our records confirm that the contract was electronically signed by you on January 26, 2025, authorizing us to begin processing your vehicle shipment. For full transparency, we are attaching the signed agreement to this response for your reference.
  
  As outlined in the agreement, your first available pickup date was listed as January 27, 2025. A cancellation request was submitted by you on that same dateprior to the expiration of the standard estimated pickup window. Per Section 8b(B) of the signed Terms & Conditions, a cancellation fee is applicable in such cases. This section clearly states:
  
  8b. ********************************** **************** Customer authorizes *** to process a one-time cancellation fee of $149 on Customer's credit/debit card at the time of cancellation when one or more of the following occurs:
  (B) Cancellation occurs before the estimated pickup window expires.
  
  Accordingly, a cancellation fee of $149 was processed.
  
  Following this, on March 19, 2025, we were notified of a chargeback initiated against this fee. As outlined in Section 22 of the signed agreement, credit card disputes or chargebacks are governed by specific provisions. That section states:
  
  22. Disputes and ********************************* **************** 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. 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.

  
  Additionally, your signed agreement contains a clear acknowledgment, located directly above your signature, which affirms:

  "I have read, and understand, the attached Terms and Conditions and I intend, and agree, to be bound by them. Furthermore, I have read and understand the cancellation policy for SGT Auto Transport and agree to the terms outlined in the Terms and Conditions. The signature below also serves as my initials to each of the Terms & Conditions outlined above. I agree that I will not file a chargeback for any reason, for services provided by SGT Auto Transport."

  
  At SGT Auto Transport, we take our contractual obligations seriously and strive to maintain transparency with our customers through multiple channelsour website, pre-contract discussions, confirmation emails, and within the contract itself.
  
  The resources expended in processing and preparing for a shipmentincluding the vetting of licensed and insured carriersbegin immediately upon signing. As a result, our cancellation policy is in place to account for these efforts.
  
  We sincerely regret that your experience did not meet expectations. However, based on the facts, timeline, and documentation, we believe all actions taken were in full compliance with the mutually agreed terms of service.
  
  Sincerely,

  Customer Answer

  Date: 05/06/2025

  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 canceled the request the same day. A few hours after making the request. The office was closed so the *** told me to send notification of cancelation which I did. I never recieved any services. This is a ridiculous charge. **** gave back my charge of ,$149 because after tjier investigation i was deemed in the right. This should not even be an issue. I feel like *** is trying to harass and intimidate me into paying them. I never recieved any services. I called and sent e mail the same day as I tried to hire them. Within hours.  See the dates on the e mail trail. The *** that I spoke with on Monday was rude and unprofessional as he told me that I had no choice but yo pay the $149 fee. So I paid it so it would be over with. I later contacted my bank to investigate a d the bank agreed with me. No services were provided. Harassment and intimidation are against the law. This company does not abide by the laws that are in place to protect the innocent consumers who are not aware prior to contacting them.

   

  **** ******

  
  
  
  
   
  

  Business Response

  Date: 05/07/2025

  Dear ****,

  Thank you for your follow-up response.

  We understand your frustration and appreciate the opportunity to clarify further. However, its important to reiterate that the service contract was electronically signed by you on January 26, 2025, and the cancellation policy was explicitly acknowledged and agreed to at the time of signature. The full contract, which was previously attached for reference, clearly outlines the terms you acceptedincluding the cancellation and chargeback policies.

  Per Section 8b(B) of the signed agreement, a cancellation fee of $149 is applicable when a customer cancels before the estimated pickup window expires. This policy applies regardless of how soon after booking the cancellation is requested, as processing and resourcing begin immediately upon signing. The cancellation request you submitted occurred on your selected first available pickup date, January 27, 2025well within the timeframe specified in the agreement for the cancellation fee to apply.

  It is also essential to emphasize that abiding by the law includes honoring legally binding agreements. When a customer voluntarily signs a contractespecially one that clearly outlines cancellation penalties and dispute proceduresthose terms carry legal weight. Section 22 of the contract governs disputes and collections, and the signature box above your signed name included a clear statement acknowledging the cancellation policy and waiving the right to initiate a chargeback. Despite this, a chargeback was filed in contradiction of the contract.

  While we respect the decision made by your credit card company, we maintain that on our end, the agreed-upon contractual terms were applied appropriately and in good faith. Our team did not engage in any form of harassment or intimidation, but rather followed standard policy consistent with the agreement you signed.

  We are committed to professional, transparent service, and we take our responsibility to communicate policies clearly very seriously. That includes making our Terms & Conditions publicly available online and in the signed contract itself.

  We stand by our policies and actions, which were consistent with the contract signed and the services initiated.

  Sincerely,