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: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,

• Initial Complaint

  Date:04/23/2025

  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 SFT Auto Transport to make arrangements for my car to be transported. I gave them all the information they asked for. In a subsequent email I was asked to reconfirm my credit card information, which I found suspicious and responded that I use a virtual system with all my credit cards. Not knowing if I was being scammed I asked for further confirmation of my pickup date window and did not hear back from them. On 1/30/2025 I sent an email cancelling my order and was told that i would be charged a $149 cancellation fee. I referred them to my emails and again told them that I had found a different company that could provide me with confirmation of a pickup window date. I had not heard anything back from *** until 4/18/2025 when I was contacted by a collection company. I provided the email chain dealing with *** and I recieved an email back basically saying I still owed the money.

  Business Response

  Date: 04/24/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. We truly regret to hear about your dissatisfaction and appreciate the opportunity to clarify the situation.
  
  On January 29, 2025, you electronically signed a shipping contract with SGT Auto Transport, confirming your agreement to our terms and conditions, including the cancellation and chargeback policy. At that time, the first available pickup date was set for March 21, 2025.
  
  Per Section 8(b) of the Terms and Conditions:
  
  Customer authorizes *** to process a one-time cancellation fee of $149 on Customers 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.

  Your cancellation was submitted on January 30, 2025 well before the estimated pickup window. Accordingly, in full alignment with the signed agreement, a $149 cancellation fee was due.
  
  However, the credit card initially provided was not valid for payment processing, and unfortunately, no updated or alternate payment method was ever confirmed. Despite notification of the cancellation fee and the applicable policy, the payment was refused. As such, the cancellation fee remained unpaid.
  
  We want to respectfully point out that significant internal resources were committed to your order including coordination by multiple team members, scheduling setup, and verification processes all of which were initiated based on the signed agreement. Declining to cover the associated cancellation fee, as outlined in the contract, placed us in a position where forwarding the matter to a collections agency became necessary, as a last resort.
  
  As further detailed in Section 8 of the Terms:
  
  "c. Past-due Invoices. Past-due invoices are subject to a service charge, calculated on the outstanding balance, at the lesser of (i) the rate of two percent (2%) per month or (ii) the highest legal rate authorized by applicable
  law. The service charge is not intended as an alternative to payment when due, and upon delinquency further purchases may be declined and the CUSTOMERs account may be referred for collection. CUSTOMER agrees to pay all costs including reasonable collection costs, attorneys fees and expenses related to the enforcement of the applicants obligations hereunder."
  
  The agreement also clearly includes your acknowledgment that:
  
  " 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."

  We believe in fair and transparent business practices and strive to ensure our customers are well-informed at every step. That includes clearly outlining policies and expectations before any commitment is made.
  

  Should you have any further questions or wish to revisit the documentation related to your case, were happy to assist. Were always here to help clarify and resolve any concerns to the best of our ability.

  Sincerely,

• Initial Complaint

  Date:04/11/2025

  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.

  On 12/26/24, I confirmed an order to drive our vehicle from ******************** to *********** for $****** pickup 4/1/25 Order Number ****** SGT on the website, guaranteed pickup service, M- F, open car, booked far enough in advance, and a 3-day pickup window.Called 8 times, checking on when the vehicle could be picked up, and most times there were no answer. The vehicle did not leave until 4/6/25, not within 3 days, and we had to make arrangements for someone else to do the transfer.They responded, Working on it. The reason the car did not get picked up was that they wanted more money after guaranteeing ******. Not until we paid ******* did they agree to picking up the car. This was NEVER explained to us.The car was not delivered until 4/8/25. Huge disappointment and unfulfilled promises and guarantees. We have never done this before.We would like a refund of at least ******. The difference between the price guaranteed and the price actually paid. This was a scam in our eyes. Please credit $****** to our **** card and have the company give us a call.Thank You, *** and ***** ********

  Business Response

  Date: 04/14/2025

  Dear *** and ***** ********,
  
  Thank you for your message. We sincerely appreciate the opportunity to address your concerns and provide full clarity regarding your experience.
  
  We understand your frustration and are sorry to hear that your transport experience did not meet your expectations. That said, we want to emphasize that SGT Auto Transport operates with complete transparency and in strict accordance with the terms and conditions agreed upon in the signed contractterms that are designed to protect both the customer and the company.
  
  As per the agreement you signed and that we are attaching here for reference, please note the following clause clearly outlined under Section 18 of the contract:
  
  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.
  
  Delays in auto transport can occur for a variety of reasons, including seasonal demand shifts, equipment limitations, or driver availability. These delays are not unique to SGT Auto Transportthey are a common and acknowledged part of the auto transport industry, even among the most reputable providers.
  
  Your order was placed in December 2024, with a first available pickup date in April 2025a gap of more than four months. As stated in Section 3 of your signed agreement:
  
  Quotations provided by *** are valid for seven (7) calendar days. Quotes are cost estimations based on market pricing and are subject to change due to unforeseen costs or fluctuations in trucker demand. New tariff quotations beyond the initial rate may be offered, and it is the CUSTOMER's discretion to accept or decline.
  
  Our team made every effort to secure a carrier at the originally quoted price. However, when no carrier was available at that rate, a higher-priced option became available. This alternative was offered transparently and without obligation. You were never required or forced to accept itit was presented solely to prevent further delay and to accommodate your needs as closely as possible. You voluntarily agreed to the updated rate, and the service was successfully completed.
  
  To clarify the pickup timeline: your vehicle was predicted for pickup within the standard estimated not guaranteed 13 business day pickup window starting on April 1st. A carrier was ultimately secured and dispatched on April 4th, a slight delay we acknowledge, but one that can occur due to evolving market conditions and driver availabilityconditions that are clearly addressed in your contract.

  It's important to note that all of this information has been clearly outlined in the contract, which has been available to you for the past four months for your review. Referring to the service as a scam due to a lack of familiarity with the terms and conditionsboth before signing and during the contract periodreflects a misunderstanding of the agreement rather than any wrongdoing on our part.
  
  While we are sorry to hear that you feel disappointed, there is no breach of contract or service failure on the part of ***************** were performed within the scope of the agreement you signed, and our communication about the updated rate and scheduling was in line with the terms and conditions you agreed to. There is, therefore, no basis for a refund.
  
  We respectfully stand behind the integrity of our work and the contract terms, which were consistently honored throughout the process. If you have any further questions or wish to discuss this matter in more detail, please dont hesitate to contact us directly. Were here to assist.
  
  Sincerely,

• Initial Complaint

  Date:04/03/2025

  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.

  I cancelled within 20 minutes of booking, via email, per the Terms and am now told that they will be charging me $149. This is the way they bully people into using them.

  Business Response

  Date: 04/07/2025

  Dear ********,
  
  Thank you for reaching out. We would like to clarify the situation regarding your order.
  
  Your contract was signed on 04/02/2025, and the first available pickup date was set for 05/25/2025. As stated in the terms and conditions of the contract you agreed to, our cancellation policy is as follows:
  
  **"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."**
  
  Per the terms, the cancellation fee is applicable. However, as a resolution, we would like to offer that any non-refundable deposit or cancellation fee can be applied toward a future shipment within 6 months from the date of cancellation. We understand that circumstances can change, and as per the terms of the contract, we offer a period during which customers can still use their deposit.
  
  We strive to provide transparent, reliable services and understand that unexpected circumstances can arise. Our cancellation policy ensures we can continue offering the best service while maintaining fairness for both parties.
  If you have any further questions or need assistance, please don't hesitate to contact us.
  
  Sincerely,

  Customer Answer

  Date: 04/07/2025

  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:

  
  

  If i cancel within minutes how is a window open and who determines A or B? it is worded in order to confuse the customer. 

  How is a window opened if no confirmation has been made for the order? 

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

  Customer Answer

  Date: 04/09/2025

  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:

  They are now lying. In a matter of minutes , none of the items listed were performed. Not even a confirmation had been done. This company is not being honest so what is the point of responding? ]

   

  ******** ******
  
  
  
  
   
  

  Business Response

  Date: 04/10/2025

  Dear ********,

  Thank you once again for your continued engagement. We understand your concerns and would like to take this opportunity to provide full transparency and clarity.
  
  When you state that not even a confirmation had been done, we want to kindly but firmly clarify that signing the contract is the confirmation. By signing the agreement and providing your first available shipping date, you authorized SGT Auto Transport to begin the vehicle shipping processand in doing so, you entered into a legally binding agreement.
  
  From that moment, our team is contractually obligated to begin working on your order. This includes internal logistics coordination, customer service setup, carrier sourcing, order verification, and dispatch preparations. These tasks are performed by multiple departments and require real human labor and system resourceseven if they are not immediately visible to you.
  
  More importantly, as outlined in Section 8B of the contract you signed, once the agreement is in place and Points 1 through 5 under that section apply, SGT Auto Transport is fully authorized to collect the $149 cancellation fee. This is clearly stated in the contract terms and conditions, which are publicly accessible and provided for your review before signing.
  
  The fee is not arbitraryit exists to cover the operational costs already incurred once service is initiated. Signing the contract and selecting your shipping date is what initiates this process. It is not contingent upon a truck being assigned or visible activity being communicated to you in the first few minutes. The work begins internally, and that constitutes service in progress under the agreement.
  
  We encourage you to review the contract again, as every term referenced is clearly detailed and applies universally. We take honesty, integrity, and transparency seriously, and everything weve communicated to you has been based solely on the contract you acknowledged.
  
  Should you have any additional questions or wish to discuss further, were always here to assist.
  
  Sincerely,
  

• Initial Complaint

  Date:04/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JAN 17TH/2025. I contacted this auto broker to find a carrier to move my vehicle approx. 100 miles in the ************* area. The quote was $291.00, and the WINDOW for picking up my vehicle was ***** hours....After the 48 hours passed, I contacted company by chat/email, and phone....over the next 5 days, I was told they are still working on my order....they DO NOT HAVE A CARRIER OR DRIVER....meantime, my vehicle is sitting at dealership parking lot. Day 6, Im told....yes, we have a driver....they will pickup vehicle today...THEY THEN CHARGE MY CARD THE FULL $291, FOR SERVICE i ordered......another 6 hours pass.....no vehicle....I AM THEN TOLD....THE DRIVER OF THE TRANSPORT TRUCK, BROKE DOWN....we are now looking for another driver.....NO INFO......So, now they have my $291, and did not pick up my car.....Now, I then had to take a $350 **** to pick up my own vehicle, and drive it back myself. When I cancel with **** they say....ok, you can cancel, but you signed our contract saying you agree to $150 cancel fee.......they then added a $200 service fee, and presently sent a $350 charge to a COLLECTION agency......this is a bait and switch....their online footprint/reviews on ******, YELP, REDDIT....TELL THE SAME STORY...

  Business Response

  Date: 04/02/2025

  Dear ******,
  
  We appreciate you taking the time to share your feedback. As a broker, we work with various motor carrier companies to arrange vehicle transport. Despite the first ****** being unable to complete the pickup, our team immediately began working to assign a new carrier for you. Its important to note that, as per the terms and conditions outlined in the contract you signed (attached here for reference), we work with an estimated pickup window of 1-3 business days. This policy is explicitly detailed in Point 1P of the contract.
  
  At the time of your cancellation request on January 20, 2025, our team was still within the second business day of that estimated pickup window and actively utilizing our resources to arrange transportation for your vehicle. As per Point 8B(B) of the contract:
  
  "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."
  
  The cancellation fee was therefore collected in accordance with the contract terms you agreed to upon signing.
  
  Additionally, when a chargeback was filed, the outstanding balance was forwarded to a collections agency as outlined in Point 22 of the contract:
  
  "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."
  
  Furthermore, when signing the contract, the following statement appeared above the signature line:
  
  "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."
  
  We value honest feedback and offer the same in return. As a business, we invest significant time, effort, and financial resources into coordinating transport for our customers to ensure the best possible service. The moment a customer signs our service contract, we immediately begin working to secure transport, utilizing our expertise and proprietary network of vetted and insured motor carriers.
  
  We stand by our commitment to our customers by executing contract agreements that bind our obligations to them. This is not done to harm our customers, but rather to protect them and ensure a structured, professional service. We take that commitment seriously and expect the same level of accountability from our customers.
  

  In this case, the customer breached the contract after utilizing our resources, which resulted in a cancellation fee per the signed agreement.
  
  If you have any further concerns, we encourage you to reach out directly. We remain available to assist in any way possible.

• Initial Complaint

  Date:04/02/2025

  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.

  I had contacted Sgt **** about transporting my vehicle from **** to my military base in ********** roughly a week and a half ago and it was to be picked up 4/1/25. What seemed like an upfront honest quote and process has been anything but. Today when the vehicle was supposed to be picked up I received a text stating their vehicle had broken down and they would try to find another. After hours of no update I called them. They then are saying they are working on it but its going to cost me more $ than I was quoted and agreed to. I then say no you havent held up your end and I want a refund. They then threaten to not refund my $ but to also charge me more $ whenever they find a new driver. They go on to claim that in the fine print terms and conditions there are all these hidden stipulations. I called my parents for help at this point. Upon searching multiple reviews it seems this company is very typical for a bait and switch. Serving quotes for a certain amount and date time then suddenly having to change this and charge you more $ for a new driver etc. multiple others whove stated IF their vehicle was actually picked up they demanded more $ upon delivery or wouldnt put their vehicle down. It is insane that theyre taking advantage of and tricking people esp our young service men and women. I have since sent them an email per their policy to cancel my reservation with no response from them.

  Business Response

  Date: 04/03/2025

  Dear *******,
  
  We understand your frustration and appreciate the opportunity to clarify the situation. As per the contract, which we are attaching here for reference, pickup dates and times are estimated, not guaranteed, as outlined in point 18 of the signed agreement. When the original carrier was unable to complete the pickup, our team immediately began working to secure the next available option. A carrier was found that could expedite the transport, but at a higher cost. This was presented only as an option, and it was entirely your choice to accept or decline.
  
  Upon your decision to decline, our team continued searching for an alternative carrier that would better suit your needs. Additionally, our team reached out today to confirm how you would like to proceed, but we have not received a response.
  
  If you would like to further discuss the shipment or explore options moving forward, please respond to the email or contact our team at ************. We appreciate your time and attention to this matter and look forward to assisting you.
  
  Best regards,

  Customer Answer

  Date: 04/04/2025

  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:

   

  You have not resolved my issue. I have sent you via email my request to cancel this reservation and your company has not done so. Your company even called my mothers phone yesterday and she also told you my wishes as to cancel this and get my confirmation email for said cancelation. As to the last time I checked my email this morning I still do not have a cancellation email from you all as requested. Your website clearly states to request my cancelation via email (which I have done) NOT over the phone as over the phone requests arent considered official yet you keep wanting me to call you to cancel? When your policy states doing so by phone allows you to charge me more $ for cancellation. I am doing the appropriate means and emailing you. I want this issue resolved immediately and a cancellation email confirmation . This has been an awful experience with your company and your customer service.  

   

  ******* ******
  
  
  
  
   
  

  Customer Answer

  Date: 04/07/2025

  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:

  Although I am glad that although youve not responded to me personally. I am glad my reservation has finally been canceled as I requested almost a week ago! When can I expect a refund of my $178 deposit? I would highly recommend that you all amend your straight forward verbal phone quotes to reflect your fine print terms and conditions tactics of not arriving on time, outsourcing to another party that will charge people more $ than quoted, then dealing with the awful customer service team to try and resolve the situation. I am unhappy with my entire experience with your company and that you took $ from me and did not follow through on your end and it appears I am just left in the hole on $ and still do not have my vehicle in the end.

   

  ******* ******
  
  
  
  
   
  

  Business Response

  Date: 04/07/2025

  Dear ********
  
  Thank you for your follow-up. We understand your concerns and genuinely regret that your experience did not meet expectations.
  
  Please rest assured that your refund of $178 was processed in full on 04/04/2025. The timeframe for the funds to reflect in your account can vary depending on your financial institution.
  
  Were truly sorry for any confusion or frustration caused during this process. While we strive to provide a smooth and transparent experience for all our customers, there are times when unforeseen factorssuch as carrier availability and timingcan lead to last-minute changes. Our goal is always to provide options and keep customers informed throughout the process, and we regret that this situation fell short of that standard in your eyes.
  
  That said, we value your feedback and will use it to continue improving our communication and service. We sincerely hope to have the opportunity to provide you with a better experience in the future.
  
  If theres anything else we can assist you with in the meantime, please dont hesitate to reach out.
  
  Warm regards,

• Initial Complaint

  Date:03/31/2025

  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.

  Contracted for vehicle transport cross country. Notified that vehicle would be delivered Thursday (March 27th) or Friday morning (3/28) as it had arrived to their local facility in the state. Friday afternoon the company says they cant deliver itll be the next day Saturday 30th. Wait half the day and then they claimed the delivery truck was broken and can deliver until after the weekend. Of course said I could drive 2 hours to their local facility to pick it up. How can I do that - they have the vehicle!!Excuses after excuses and avoid talking with me until I tell them I would file an insurance claim. Offered to take a $100 off delivery which they still cant guarantee or confirm. Still wont provide any proof they have the vehicle or theres no damage or anything. I took off time from work to be able to pick it up and get registration complete etc. I think a 50% refund is due.

  Business Response

  Date: 04/01/2025

  Dear ****,
  
  Thank you for reaching out regarding your recent transport experience. We understand how frustrating delays can be, and we sincerely appreciate your patience while we worked to resolve the situation.
  
  Per the terms and conditions of your contract, which were agreed upon at the time of booking, all pickup and delivery dates are estimated and not guaranteed. Section 18 of the contract explicitly states:
  
  "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. Further, *** and Carrier are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle."
  
  While we do our best to ensure timely transport, unforeseen circumstancessuch as mechanical issues with the carriers truckcan unfortunately arise, especially on long-distance, cross-country routes. Despite this, our team immediately took action to work with the carrier and arrange a solution. We also worked diligently to secure the $100 discount as a goodwill gesture to help mitigate any inconvenience.
  
  As per our records, a revised agreement for the adjusted price was signed, and your vehicle was successfully delivered to you on March 31st. We have attached the Bill of Lading (BOL) for reference, which confirms the vehicle's condition upon delivery and serves as official documentation of the completed transport.
  
  We appreciate your business and regret any inconvenience caused by these unexpected delays. If you have any further questions or concerns, please dont hesitate to reach outwe are always here to assist you.
  
  Best regards,

• Initial Complaint

  Date:03/24/2025

  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.

  Dear SGT Auto Transport,I am writing to formally request compensation for the inconvenience caused by the delayed transport of my vehicle. The vehicle was picked up on Tuesday, March 18, 2025, with an expected arrival date of Saturday, March 22, 2025. Unfortunately, I did not receive any updates from your company regarding the status of the transport until I began reaching out on a daily basis via chat and phone calls.On Saturday, March 22, 2025, the day the vehicle was supposed to arrive, I finally received an update from the driver, ****, after contacting your company. I spoke with ***** via chat and subsequently with the manager, ****. **** informed me that the delay was due to the truck breaking down and that it was not SGT Auto Transport's fault. He also mentioned that I should have anticipated the possibility of a breakdown or incident occurring.Furthermore, I find it concerning that your drivers are not GPS tracked, as stated in the email communication, because "they don't want to be." This lack of tracking is unusual for a corporate company and has contributed to the inconvenience I am currently experiencing.Given the circumstances, I am requesting compensation in the form of a refunded amount or a dollar amount off the total cost of the transport. The delay has caused significant inconvenience, and I believe it is reasonable to expect compensation for the lack of communication and the extended wait time.I appreciate your prompt attention to this matter and look forward to a resolution.Sincerely,*****

  Business Response

  Date: 03/24/2025

  Dear *****,
  
  We sincerely regret to hear that you are disappointed with your recent transport experience. At SGT Auto Transport, we strive to provide the best possible service and communication throughout the process, and we understand how frustrating delays can be.
  
  We would like to clarify that, as per the terms and conditions of the signed contractwhich we have attached here for referencedelivery dates and times are estimated and not guaranteed. Specifically, point 18 of the contract states 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. *** and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason. Further, *** and Carrier are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle."
  
  By signing the contract, customers acknowledge and agree that unforeseen delays can occur due to various factors and that neither SGT Auto Transport nor the carrier can be held liable for such delays. Therefore, a refund cannot be provided by SGT Auto Transport for delays caused by the motor carrier due to truck issues. While we always work diligently to minimize disruptions, we appreciate your patience in this matter.
  
  If you have any further questions or require additional assistance, please feel free to reach out to our team. We would be happy to help in any way we can.
  
  Best regards,

  Customer Answer

  Date: 03/25/2025

  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:
  

   

  Does this also include no updates on vehicle whereabouts until the day it is estimated to be delivered?

   

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

  
  
  
  
   
  

  Business Response

  Date: 03/25/2025

  Dear *****,
  
  Thank you for your response.
  
  SGT Auto Transport is an authorized freight broker, hired to leverage our expertise in the auto-hauling industry and our proprietary vetted motor carrier network to arrange transport with a licensed and insured motor carrier. As stated in our terms and conditions, point 1l:
  
  "Freight Broker" refers to an entity licensed and responsible for arranging the transportation of a customers freight. Freight brokers do not take possession of or transport property; they act as intermediaries hired by consumers to communicate directly with motor carrier companies to arrange an agreement for the transport of their vehicle."
  
  As a freight broker, we do not take possession of the transported vehicle or have direct access to real-time tracking throughout the shipping process. Our primary responsibility is to assign a licensed and insured motor carrier to facilitate transport. However, we understand the importance of timely updates, and our support team is always available to assist. Upon request, we promptly contact the assigned carrier or driver to obtain the latest status of the shipment and relay that information to our customers.

  According to our records, on 3/24/2025, you informed our live chat team that the carrier had directly contacted you regarding a breakdown issue.Once this was brought to our attention, our supervisor ensured the shipment was closely monitored and provided you with the latest updates as soon as they were received from the carrier.
  
  We truly appreciate your patience throughout this process and regret any inconvenience caused. If you need any further assistance, please dont hesitate to reach outwe are always happy to help.
  
  Best regards,

  Customer Answer

  Date: 03/26/2025

  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 situation was closely monitored only after I reached out multiple times for an update.

  
  

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

• Initial Complaint

  Date:03/24/2025

  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 have had really good luck from *** in the past. My recent events that are currently undergoing has been the worst experience with a business ever. The driver called to Hes going to try to deliver my car at midnight and we try to tell him that was not acceptable to please come in the morning. He then got irate with me and said he will be coming no matter what and I said you are not allowed on my property that late. And then he started cussing at me and said he will drop off the car when he feels like it. As of now, the company hasnt returned my phone calls and I dont know where the car is.

  Business Response

  Date: 03/27/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration this experience has caused.
  
  Per the terms and conditions of our contract (Section 18, attached for reference), delivery dates and times are estimated and not guaranteed. After investigating your case, we confirmed that the driver was at the designated location to deliver your vehicle on 3/23. However, as you were unable to accept the vehicle at that time, the carrier needed to reschedule the delivery. Unfortunately, as previously communicated, the carrier experienced truck issues, which led to a delay in delivery beyond 4/1.
  
  We understand how frustrating this situation is and are actively staying in contact with the carrier for further updates. In the meantime, please do not hesitate to reach out if you have any questions or concernswe are happy to assist you in any way we can.
  
  Best regards,

• Initial Complaint

  Date:03/10/2025

  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 was charged an unjustifiable cancelation fees although my order was not yet verified and I had requests to have them first place it on hold and then to cancel it, this was all in less than 3 days of placing an order 3 weeks prior to the pick up date, a driver was not even assigned to the order yet. I believe it was egregious and fraudulent. I have notified my credit card company and will be filing a fraud alert against them

  Business Response

  Date: 03/10/2025

  Dear **** & BBB Representative,
  
  We appreciate the opportunity to address this matter and clarify our policies. After thoroughly reviewing the details of this order, we can confirm that SGT Auto Transport adhered to all terms and conditions outlined in the service agreement, which was fully reviewed, signed, and acknowledged by the customer. There was no contract breach on our end.
  
  On 03/05/2025, the customer, **** ****, signed a contract with our company to arrange vehicle shipment. The signed agreement can be found in the attached documents. Therefore, the statement that the order was not verified is incorrect, as there is a legally binding contract in place. Once signed, the customer agreed to all terms and conditions, including the cancellation policy stated under Section 8B of the shipping contract.
  
  The customer specifically agreed to the following, which is clearly stated above their signature:
  
  "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."
  
  Since this is a legally binding agreement, it is the customer's responsibility to carefully review the terms and conditions before signing. Our cancellation policy is clearly stated in Section 8B of the signed contract. Additionally, we prioritize transparency by ensuring that our policies are: Publicly available on our website ******************************************************* and clearly outlined in the contract itself.
  
  By signing the agreement, the customer acknowledged and accepted these terms.
  
  SGT Auto Transport operates with integrity and transparency, and no fraudulent activity occurred in this transaction. As soon as an order is placed, our team begins working on securing transport, which incurs operational costs. Our cancellation policy ensures fairness for both customers and our business.
  
  Since the cancellation policy was clearly outlined, agreed upon, and correctly enforced, we respectfully request that BBB close this complaint in our favor. If **** has any further questions, we are happy to provide additional clarification.
  
  We appreciate the opportunity to address this matter and remain committed to providing quality service to all our customers.
  
  Best regards,