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:03/07/2025

  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.

  Requested a quote of auto shipment from ******, AZ to **********, **. I gave a specific date a needed the car picked up, and they provided a quote. Later they informed me that it would a be a one week window when the vehicle would picked up. This won't work as I needed a specific day the vehicle would be picked up. When I requested to cancel they informed me there was a $149 cancel fee, which was never disclosed in any communications.

  Business Response

  Date: 03/10/2025

  Dear ****** & BBB Representative,
  
  We appreciate the opportunity to address this matter and provide clarification regarding the concerns raised. After a thorough review of our records, we can confirm that there was no contract breach on our end. Our company operated fully within the agreed-upon terms and conditions, which were clearly outlined in the contract that ****** reviewed, signed, and acknowledged.
  
  As stated in Section 1P of our contract, the pickup window is an estimated timeframe typically spanning 1-3 business days from the First Available Date (***) provided by the customer. In this case, the *** was March 12th, meaning the estimated pickup window extended beyond that date. This information is transparently disclosed in our contract and is also publicly available on our website at: *******************************************************
  
  Additionally, before confirming the booking, our cancellation policy and the pickup window terms were publicly visible and accessible. Upon signing the contract, the customer acknowledged these terms, including the cancellation policy and associated fee applicable when a contract is breached.
  
  Upon signing, the customer agreed to the following statement, which appears on the contract directly 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."
  
  This signed agreement confirms the customer's full understanding and acceptance of our policies, including the estimated pickup window and the cancellation policy.
  
  At SGT Auto Transport, we strive to provide a transparent and high-quality service to all our customers. Our team works diligently to coordinate vehicle shipments, vet carrier networks, and ensure all transport arrangements align with our customers' needs.
  
  We understand that shipping a vehicle can be a new experience for some customers, and we go to great lengths to make our policies clear and accessibleon our website, and in each shipping agreement. We maintain a strict cancellation policy because the moment an order is confirmed, we allocate resources to find a suitable carrier and ensure the transport process runs smoothly.
  
  No customer is obligated to use our services, but once our resources are used and a cancellation occurs, it is necessary to uphold the agreed-upon terms. Charging a cancellation fee is not an attempt to penalize customers but rather to cover the costs already incurred in arranging the transport.

  Given that SGT Auto Transport has followed all contractual obligations and the cancellation policy was clearly outlined and agreed upon, we respectfully request that BBB close this complaint in our favor. If ****** requires any further clarification, we are happy to provide additional assistance.
  
  We appreciate the opportunity to address this matter and remain committed to providing quality service to all our customers.
  
  Best regards,

• Initial Complaint

  Date:03/04/2025

  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.

  My car was damaged while being transported. I contracted SGT Auto Transport (online broker), who contracted ************************** as carrier to transport my car from ** to **. The car was damaged. SGT Auto Transport (******) cleaned its hands saying they did not have any responsibility. They provided me with a certificate of liability, saying that **************************, insurance was - The horizons financial and insurance. This "The horizons financial and insurance" was never available on the phone, they (***** *******) did respond my email and asked me for proof which I sent (pictures, videos and messages that ************************** sent me saying they were responsible for the damage of my car) I also sent an estimate. Based on what was found and the report from ******, when the car was taken to get the estimate to be fixed, the driver tried to fix the damage without reporting it, by replacing the sunroof glass with some type of plexiglass that was then painted black (just this action is illegal). Additionally, glass debris was found in the trunk and back seat of the car. Also, I would like you to know, the driver falsified the receiver's signature on the *** (another illegal action). I have received bills from the Tolls companies from *************, ********, and **********. This happened on 11/15/2024 and I have not received an answer or payment to fix my car. On 12/30/2024 I received an email from ************************* (**** ******** **************************** ****************** ***************** giving me a claim number. It has been over 20 emails and phone calls, and my car has not been fixed. This morning, *** ******** told me that they had just closed 2 claims for **** ** without paying them and probably my claim will be closed too. I am filing a complaint to all these companies: ********************************** located in *******, SGT Auto Transport with headquarters on ********, ************************** located in ******* and ************************ in ********.

  Business Response

  Date: 03/04/2025

  We are sorry for the Customer's frustrations and experience.  Transport damages are not common but they do sometimes happen.  As specified in our terms and conditions, *** provides instruction and recommendations on all the appropriate avenues to address transport damages with the motor carrier company.  We are transparent that our service does not include filing or settling claims.
  
  Upon reviewing the claim being reported, we provided explicit recommendations based on the Customer's situation.  We encourage the Customer to re-review our recommendations.  We did our best to explain to the Customer that cargo claims are not like individual insurance claims, they can not be processed based on testimony.  Their vehicle is classified as cargo in transit and so evidence and documentation showing the damage occurred in the motor carrier's possession is required by insurance in the form of damages documented on the motor ********* **** of lading at delivery.
  

  The Customer accepting the vehicle without documenting damages on the delivery bill of lading, means their best course of action is to  file a no-fault subrogation claim with their own insurance where their claim can be sufficed and their insurance can resolve directly with the motor carrier's insurance provider via the insurance-to-insurance subrogation process.  There is a statue of limitations for cargo claims, so we urge the Customer to take these steps as soon as possible.

  Customer Answer

  Date: 03/06/2025

  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 respectfully disagree with the statement from *** that says, *** provides instruction and recommendations on all the appropriate avenues to address transport damages with the motor carrier company. Once I realized that something was wrong with the delivery of my car and *** did not even know, I contacted the law enforcement who advised me and gave me instructions as what to do. *** took my communication- emails and more than 40 calls, seriously after 3 weeks of the incident happened. (read attached email from 12/10/24) that recap what *** the services. And I had provided *** all the pictures, videos and evidence they asked me for within less than 24 hours of the vehicle being deliver. 

  Communication from *** was very poor. They picked my car on Thursday 11/7/2024. And promised to be deliver it on Sunday 11/10/24. On Saturday 11/9/2024 *** called to confirm the delivery the next day. On Tuesday about 4:00pm (Texas time) a representative from *** called me to ask about my experience and if I recommend *** services to others. I told the person: what are you talking about the car has not been deliver and you did not know? From there all this terrible experience started and here we are on 3/7/2025 without a solution and with my car damaged for about US ****** dollars that none of these companies (***, **************************, ****************** & ***************** or *************************) want to take responsibility...And you, *** wants me to use my own insurance to pay for it, I cant believe this!

  I have records of more that 30 emails that include all these companies: ***, their carrier (**************************,) their supposed insurance ****************** & *****************s and starting December 30th 2024 another company, ************************* who emailed me with a claim number, telling me that *** provided them my information. I am confused as who is ************************** Insurance. I dont think *** had the appropriate insurance information for them, because the law enforcement provided me with a COL and *** gave me a different (COL) Certificate of Liability with ****************** after a month and a half ************************* starting to email me.
  
  As per the *** as I mentioned in my email on 12/3/2024 The driver from ************************** falsified the signature of my daughter at the delivery time. I have witness as mentioned in my email. The car was delivery to ********************* and public safety, security and my daughters friends were witness that the driver did not ask her to sigh the ***. The car was delivered after a week of being delated about 6:00pm when it was dark (read attached email from dec 3/2024)

  I answered  the lady ****** from *** on my email on 12/10/2024 saying I am not willing to involve my own insurance and generate an increase in my car insurance payment because someone else damaged my car and it does not want to be responsible for it (read attached email from 12/10/2024).

  I completely understand the limits of *** services, but as I have mentioned it several times, you; *** were the first company that I contracted with. It is really an unfortunate situation, and I recognized you tried to help once you noticed how serious was my case, but your support was limited to a just few mails. Today after almost 4 months you are not providing any value help to fix my car and/or solve this incident.  

  The only thing I am asking for, to any of this companies or all of them to work together, to pay for the damage of my vehicle. As I have mentioned in past emails I don't want to sue for a bad fait claim. *** carrier already admitted the damages and the negative comments the driver made when he picked the car up. Such as: "oh this is a really nice car, it can be stripped in 45 minutes in ** or **." (look at attached email 11/18/2024)
  Thank you very much,

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

  
  
  
  
  
   
  

  Business Response

  Date: 03/10/2025

  We appreciate the Customer's response but unfortunately we have exhausted all measures to assist as the customer is not following any of the instructions provided.
  
  The customer informs in their response they understand *** is not responsible for damages and acknowledges the contract they signed reiterates that, but they continue to send their demands to *** instead of following the appropriate directions that have already been given.
  
  Records show the Customer reported damages to *** over the weekend and Monday morning, on 11/18/2024, *** responded providing full instruction and the correct and validated certificate of insurance for a claim to be filed.
  
  *** does not make up industry policy or rules. Transport damages need to be filed with the motor carrier that took possession of and transported the vehicle as stated in the Customer Shipping Contract which follows Federal transportation law under the ******* Amendment to the Interstate Commerce Act.  Contacting the Broker to pay for your damages simply is not the correct course of action.
  
  A significant amount of time has been spent on the customer's part going back and forth instead of following the proper procedure. The facts are the Customer was given the correct certificate of insurance, and they should use it to file their claim with the motor carriers' insurance provider so they can investigate their claims.  The reason the Customer was given an alternate solution to file with their own insurance to allow their insurance company to process the claim via insurance-to- insurance subrogation is because the customer failed to document their claims which is solely their responsibility as the vehicle owner.
  
  We urge you to follow the correct path to resolve your claim. Thank you.

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I respectfully dont know why *** said I havent followed the instructions they said they provided I have done and sent everything they asked for and even more. *** had been included in every communication with the insurance, and they even added the carrier. As I mentioned in my e-mails, I received those instructions and the Certificate of Insurance by the law enforcement before *** provided them. This because it took *** more than 40 calls and lots of emails; which I have record of to provide any support.
  In addition, I stated in my last communication; the car was delivered on Friday night and the damages were reported on Saturday about 2:00pm. as soon as we noticed them. Since *** did not get back to us, on Monday we had to contact them again to ask what else as client I needed to do. It is noticeable that *** is ignoring the fact that the carrier falsified the receiver signature on the BOL.
  

  Our advice for ***, if they want to improve as company:
  1. *** must explain customers they role in ************************* cargo, once a client calls to contract them, instead of just send an email, ask to sing and pay. The name of the company SGT Auto Transport does not informed that they are a broker. Information that a regular client who is not familiar with auto transportation is not familiar with.
  2. *** as broker should do better research about the carriers they work with. Beside the legal aspects, *** should verify honesty, trustworthy and responsibility. (**** ** is a one truck, one driver company who does illegal things)
  3. *** should verify the policy of insurance of their carriers.
  4. *** must keep an open and transparent communication with their carriers and clients. They were unaware of my car not being deliver and being damage until I, the customer informed them, that is unacceptable for a big company.
  5. *** should not wait until something happen to do changes, such as the change on their answering machine *** did after I stated, I need to speak with a claims representative option #3 and *** respond, you cant talk with claims department, send them an email.  And the next day the answering machine didnt have option #3
  6. ***, please dont assumed customers always want the less expensive service. I personally as customer would have prefer to pay more and receive a better service. 
  

  ***, please know that as customer you will not have a good recommendation and instead will have negative comments to friends, family members and the community (in person and online) that might be looking for a transportation company. 
  
  Respectfully, I do not feel like wasting more time with back-and-forth emails. It is clear that *** will not take any responsibility. I hope you take my above advises to improve your services. 
  

  I really want to thank BBB for your support. 

  Have a great rest of the day!

  ****** ****** 
  
    

  
  
  
  
  
   
  

• Initial Complaint

  Date:03/04/2025

  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.

  SGT Auto transport has fine print bedded in multiple pages so that they can charge people an extra $149 fee if said person decides not to use service for whatever reason. The fine print is after all of the booking requirements and questions and is not easily seen when starting the initial booking process. I did not receive any correspondence about cancellation fees until after it was booked.

  Business Response

  Date: 03/04/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. We appreciate any honest feedback and, in turn, always strive to be fully transparent with our customers.
  
  We would like to clarify that our cancellation policy is not "fine print" but rather an essential part of the contract. In fact, there is a dedicated section (8b) in the contract that clearly outlines this policy. Additionally, before signing, you acknowledged and confirmed that you had read and understood the cancellation policy with the following statement:
  
  "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."
  
  Moreover, before booking, we make our terms and conditionsincluding the cancellation policyfully accessible on our official website at *******************************************************. This policy is also included in every contract and available for review before signing. It is the responsibility of each customer to read and understand the contract before signing, as it is a legally binding document.
  
  As a company, we invest significant time, effort, and resources into ensuring a seamless transport experience for our customers. The moment a contract is signed, we immediately begin working on securing a licensed and insured carrier through our vetted motor carrier network. We take our commitments seriously and execute binding agreements to ensure quality service. While no one is obligated to use our services, utilizing our resources and then refusing to pay for the costs associated with them is both unreasonable and unethical.
  
  Many first-time shippers may not realize the extensive work that goes into arranging a transport, including verifying motor carrier credentials and ensuring compliance with government and insurance regulations. Our strict cancellation policy exists because we take immediate action upon contract signing. To maintain transparency, we communicate this policy both on our website and within each shipping agreement. Unfortunately, in this case, the contract was breached when our services were used but later canceled, making the cancellation fee applicable.
  
  By signing the contract, each customer agrees to all terms and conditions, including the cancellation policy. Since this is a legally binding agreement, it is every customer's obligation to review it carefully before signing.
  
  Should you have any further questions, we would be happy to assist you.
  
  Best regards,

• Initial Complaint

  Date:02/25/2025

  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 requested a quote for this business on Feb 19th, 2024. They told me they can tell me a rate but they needed my credit card information to secure incase transport, which in this rushed, quick stressful conversation made sense. I regret giving them. They asked for my credit card info and then sent me a quote later that evening while I was at work and couldn't talk to them. I never called back because I changed my plans. They then charge me 2 days later, February 21st, $149 and refused to give it back to me. I never booked anything or did anything besides request a quote. They said they have proof but my email is incorrect on the document they claimed to send over. How could I have signed something if the wrong email was provided? All I want is my $149 back fair and square. So I can buy 2 dozen eggs with it. Thanks.

  Business Response

  Date: 02/25/2025

  Dear ****,
  
  Thank you for reaching out. We would like to clarify that your order was officially booked, and a contract was signed on 02/19/2025. As supporting evidence, we are attaching a copy of the signed agreement. The contract was signed while you were on a recorded phone line with one of our representatives, during which you were informed that a contract would be sent to you for signature.
  
  Although you mentioned that the email may not have been received, our team conducted a thorough audit, reviewing the recorded phone conversation and corresponding transcripts to ensure accuracy. When you informed us that the email had not arrived, our agent offered to send the contract via text message to the phone number ************, the same number listed in this complaint. After confirming receipt of the text message, you proceeded to sign the contract while still on the call, and our agent verified the signature in real time.

  Therefore, the claim that the contract was not signed by you due to an incorrect email is inaccurate, as the contract was not opened to be signed via email but rather via text message to your number using your first and last name.
  
  Before signing, you had full visibility of the agreement, including the cancellation policy. Additionally, you acknowledged the following statement under Point 7 of the contract:
  
  "I have read and understand the attached Terms and Conditions 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. 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."
  
  The cancellation policy is clearly stated in the signed agreement:
  
  "8b. Cancellation. 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:
  
  (A) Customer cancels without sending a written cancellation notice to *********************************************************.
  (B) Cancellation occurs before the estimated pickup window expires.
  (C) Cancellation occurs for a transport that is double-booked with other broker companies.
  (D) Cancellation occurs where the vehicle description has been misrepresented or inaccurate shipment details were provided by Customer as listed in the Customer Shipping Contract (CSC).
  (E) Cancellation occurs where Customer-imposed restrictions or payment issues cause delay or the inability to pick up within the estimated pickup window.
  (F) Cancellation occurs due to delays to the estimated pickup window caused by Customer requests to change the completed Customer Shipping Contract (CSC) or by not completing the Customer Shipping Contract (CSC).
  
  Any non-refundable deposits can be applied towards a new shipment within 6 months from the date that the original order was canceled. *** reserves the right to cancel the order at any time, at **** discretion. As per our Dispute and Collections policy, additional fees may be applicable."
  
  The cancellation fee was collected in accordance with the signed contract, specifically under Point 8b(B) and 8b(C), as the cancellation occurred before the pickup window expired, and the order was double-booked with other broker companies. As further supporting evidence, we are attaching a screenshot verifying the double booking.
  
  We value transparency and appreciate honest feedback, as we strive to maintain fairness in all transactions. Like any business, we invest significant time, effort, and resources into serving our customers. We do not force anyone to use our services, but utilizing our resources without honoring the agreed-upon terms is both unreasonable and unethical.
  
  SGT Auto Transport was hired for our expertise in auto hauling logistics and to leverage our proprietary vetted motor carrier network to arrange transport with a licensed and insured motor carrier. Unlike many brokers, we stand by our commitment to providing exceptional service by executing contract agreements that ensure clarity and accountability for both parties.
  
  Many first-time vehicle shippers may not be aware of the extensive work involved in setting up transport and thoroughly vetting motor carriers to ensure compliance with government regulations and insurance standards. The moment a service contract is signed, we take immediate action to secure a carrier, investing our resources without delay.
  
  For this reason, we maintain a strict cancellation policy, which is transparently listed in each contract. 
  
  Unfortunately, in this case, the mutual written contract was breached when our resources were used and then the service was canceled, making the cancellation fee applicable.
  
  If you have any further questions or concerns, please feel free to reach out to our team.
  
  Best regards,

• Initial Complaint

  Date:02/25/2025

  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 contacted *** to have my auto transported to ************* from *******. I was given a quote of $289 for deposit and $500 COD when the car was delivered and a pick-up date of February 3, 2025 of the vehicle from my home. After the deposit was received by the broker, I received a phone call advising me the car would be picked up on 1/31/2025. I was shocked and left scrambling to try to figure out how to make that work. The car was picked up the following day 2/1 a Saturday. I confirmed with the driver that my car would arrive on Feb. 4th as originally agreed. I also contacted the broker several times getting different agents confirming my pickup date would be Feb. 4th. I was flying to ***** on Feb. 4th and wanted to be sure that I was there to receive my vehicle. The person who picked my car up was a different person who dropped the car off. He harassed me to pick up my car early morning of Feb 4th. . The driver threatened to drive my car to ***** and leave it if I did not hurry. I asked him to leave it near the airport and I would have someone pick it up. He refused and continued to harass and threaten me. When my brother and sister finally arrived at the scheduled location, he immediately jumped out of the car screaming at my sister using profanity (He thought it was me) He demanded an additional $200 before releasing the car. Of course there was pushback, and I called the broker; who at that time took no responsibility for any of the miscommunications, etc. The driver had a pistol visible on his front seat in an effort to intimidate my family into giving him the additional funds. We were renting an ****** in an unfamiliar neighborhood and did not want to cause any issues with the neighbors otherwise we would have called the police. Needless to say this ruined the start of our vacation. *** used a bait and switch to get my business and needs to be reprimanded. Roman ********* is the driver.

  Business Response

  Date: 02/25/2025

  Dear **********,
  
  Thank you for reaching out. First and foremost, we sincerely apologize for any inconvenience you experienced. Customer satisfaction is our top priority, and we deeply regret that your experience did not meet expectations.
  
  Our team made multiple attempts to coordinate the situation between you and the carrier company. However, we acknowledge that the behavior displayed by the responsible driver was unacceptable. Please be assured that your feedback has been forwarded to our ***************************** for further investigation. We take such matters very seriously and will ensure that appropriate measures are taken against the responsible carrier to prevent other customers from going through a similarly stressful experience.
  
  As a token of our sincere apology, we would like to offer you a $50 discount code that can be used at restaurants available on ***********************. If you are interested in receiving this discount code, please let us know, and we will promptly send it to your email.
  
  We truly appreciate your time and attention to this matter and once again apologize for any inconvenience caused.
  
  Best regards,

  Customer Answer

  Date: 02/26/2025

  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: 

   I am not satisfied with the response from ***.  They were rude and deceptive in all of their dealings with me.  They and the driver tried threatening me to not go to ************ with negative reviews after I informed them that I would.  They are not sincere in their response.  I paid them $989 - that includes the $200 demanded from the driver to release me car.  *** ignored all of my concerns when I tried reaching out to them to confirm the date that my car would be picked up.  They changed the details.  They originally told me that could not pick my car up on a weekend and picked it up on Saturday after advising me they would pick it up on Friday.  My flight to ***** was reserved way in advance and they knew that I would be in ***** on February 4th; and gave me "approximate" times that my car would arrive.  They treated me and my family like we were "second-class citizens."    Their only remorse is the fact that they have been called out for bad business practices, harassment, intimidation, etc. etc.  I do not accept this "apology" and would like my statement added to their business profile. My family was horrified.  The driver had a gun on the seat of his car when my brother gave him the "demanded extra $200" a sure form of intimidation.  I am still shook from the whole ordeal --  unbelievable!  My reason for being in ***** was to drop my daughter at medical school.  You cannot imagine the effect this experience had on my entire family!!!!!!!!!!!!!!!!  

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

  
  
  
  
   
  

• Initial Complaint

  Date:02/19/2025

  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 January ******* I purchased a vehicle at *** ***** ********* in ********* ****. I hired SGT Auto Transport to transport the vehicle from ************** to my home in *******************. I received the vehicle January ******* and the back of the vehicle was damaged. I was told by the transport drivers that during transport the tailgate door malfunctioned which caused the damages. I immediately called the company to report the damages and was told that they contracted the transport out to a company named ****************. I contacted Evolution to report the problem and was told to get 2 estimates of the damage and send it in. Once I did that I received a response back from them saying that the estimates were inflated and that theyre only willing to pay ******** for the damages. 1 estimate from **** ******** Chevrolet was for ******* and the second one was from *** and ** **** shop for *******. The vehicle is a 2023 Corvette Stingray and Im assuming the estimates are a little costly because of the value of the car. I paid ****** for transport of the vehicle(which I was told that included a ******* liability insurance).My vehicle is basically new and I just want it fixed properly.

  Business Response

  Date: 02/24/2025

  *** operates transparently as a freight broker, hired to procure and schedule a motor carrier to transport the Customer's vehicle. ********************** damages are the legal responsibility of the motor carrier that takes possession of and transports the vehicle as stated in the signed Customer Shipping Contract.
  
  Upon notice of damages, ***************, was immediately notified and the Customer was provided with a copy of the bill of lading and their certificate of insurance so they can file a cargo claim.  ***********************'s opinion on the cost of repairs, the Customer should file a cargo claim as we instructed as that is the only way to address cargo transport damages.

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 4, 2025, I spoke with an *** ***resentative about shipping my vehicle from ** to **. I explicitly asked about price integrity, citing prior bad experiences with bait-and-switch tactics. The *** guaranteed that their $1,036 quote would not increase, emphasizing that ***s pricing was higher than competitors because they stood by their commitments.Based on this assurance, I signed a contract. Just hours later, *** called requesting a $300 price increase. I reminded them of their promise, but they insisted. The next day, they again pushed for a $300 hike, dismissing my concerns by saying, Thats how the shipping business works.Since they broke their pricing guarantee, I requested to cancel. *** then charged my card a $149 cancellation feedespite failing to uphold their own agreement. When I disputed the charge, they refused to reverse it.Desired Resolution: I request a full refund of the $149 cancellation fee and that SGT Auto Transport be held accountable for its deceptive pricing practices. Numerous online complaints mirror my experience, indicating a systemic issue.

  Business Response

  Date: 02/06/2025

  Dear *******,
  
  We appreciate you taking the time to share your concerns and the opportunity to clarify and address the situation. At SGT Auto Transport, we value transparency and always strive to provide the best possible service while ensuring our customers are fully informed throughout the process.
  
  You booked our service with an estimated pickup window, with a first available date of 02/03/2025. As per our agreement, our team immediately began working to secure a carrier for you. However, we later discovered that your order had also been posted by other broker companies on the national load board, creating competition for pricing. This led to offers coming in at higher rates than initially quoted, which was the primary reason for the price adjustment.
  
  We communicated this with you multiple times, explaining that double-booking with multiple brokers can lead to mistrust among truckers, increased rates, and potential delays. As outlined in Section 1(j) of the contract you signed:
  
  "Double booked/booking" is double booking your transport with multiple brokers. When Customers double book, it disrupts the Broker's ability to negotiate with motor carriers in good faith on their behalf. Specifically, it causes mistrust among truckers that the duplicate transports are real, it results in unwarranted competitive rate increases leading to additional cost and delays for Customers."
  
  This policy is transparently detailed in the contract you signed, and we have attached a copy for your reference, along with screenshots showing the duplicate postings by other brokers. Since the increased pricing and any delays were a direct result of this, we regret that we were unable to proceed at the originally quoted rate. You were also given the option to have the other brokers remove their postings so we could secure a carrier at the originally quoted price.
  
  Regarding the $149 cancellation fee, this charge was applied in full compliance with the terms of your signed contract. Specifically, Section 8(b) states:
  
  "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.
  (C) Cancellation occurs for a transport that is double-booked with other broker companies."
  
  Given that both conditions were met in your case, the cancellation fee was rightfully applied. We take transparency seriously and make every effort to communicate this policy clearlyverbally, in our emails, on our website, and within the contract itself.
  We appreciate honest feedback and always extend the same to our customers. As with any business, we invest significant time, money, and effort into providing our services. While no one is obligated to use our transport solutions, utilizing our resources and then canceling without fulfilling contractual obligations is both unreasonable and unethical.
  
  SGT Auto Transport was hired to leverage our expertise in the auto hauling industry and our vetted carrier network to facilitate your transport with a licensed and insured motor carrier. Unlike many brokers, we stand by our commitment to our customers through contract agreements designed to protect both parties. We take that commitment seriously and expect the same in return.
  
  We understand that this experience may not have met your expectations, but we assure you that our policies exist to maintain fairness for all customers. If you require any additional clarification, please do not hesitate to reach out.
  
  Best regards,

• Initial Complaint

  Date:02/04/2025

  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.

  *** hired Regular Transportation *** to haul my vehicle they damaged my vehicle and are not insured, *** claims to vett all the carriers and only hire the best along with insured carriers I have thousands in damage and now have to try and use my own Insurance if they'll accept the claim do not hire these guys you can't trust them or there word, no ****** will give you a carriers insurance information prior to paying for the service they don't want you turning around and hiring the carrier outright with that being said I had no way of conducting or checking the carriers insurance validity, at time of delivery driver spoke no English was unable to provide me with any instructions or information I had to investigate everything and research there company insurance on my own according to ********************* Regular transportation with was hired by *** to haul my car subs out there contracts from *** to other haulers that are not covered under there insurance policy big scam so the ****** is hiring a carrier in return becoming a second ****** and hiring a carrier down the line it goes until someone gets screwed

  Business Response

  Date: 02/04/2025

  *** has been in business for over 10 years, to which our carefully vetted motor carrier network plays a huge role in our long term success.

  We are very confused by the contents of this complaint as *** has never been informed by this customer that there were ********************** damages despite it explicitly stated in the Customer Shipping Contract we are to be notified within 24 hours of delivery.

  The assigned carrier, Regular Transportation **** DOT ******* is fully authorized and insured as reported by *****.  That information can be publicly found on the Department of Transportation website, ***** portal.  Attached is the insurance page for Regular Transportation *** from the ***** portal clearly stating they are insured.

  Upon asking Regular Transportation *** for information, they informed our offices that at delivery, they negotiated and settled the claim with the Customer for $700 in cash which was given to the Customer at the time of delivery with the understanding that resolved the issue.

  We are sorry *** could not provide more assistance.  With the Customer making outside arrangements directly with Regular Transportation **** without ***'s knowledge or guidance, *** is limited in its ability to assist.  We strongly recommend Customers to follow proper procedure and follow their contract directions by documenting the damages on the delivery bill of lading and informing *** immediately.

• Initial Complaint

  Date:02/03/2025

  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.

  In December, I booked shipping for two vehicles. I have gone back and checked their website. On none of the screens required for getting a quote or booking did it say that I would need to pay cash on delivery. I also checked the email with the quote, the shipping agreement, and all their emails. All told me the total price, but none had cash on delivery. In fact, on one of the invoices, the payment options section was blank.I provided my credit card info to the company for payment; they accepted it.On the morning of the vehicle delivery, I got a phone call from the person accepting the vehicles that the transport driver just called him and said he had to pay him $1400. I said that couldn't be right. I'd already given my credit card to them. I called *** and was told that they only collected their fee on the credit card and the remainder (the bulk of the fee) had to be paid to the driver in cash or a cashier's check upon delivery.This left me scrambling since I was over 1800 miles away with no way to get the cash to the person receiving the cars. I called *** to see about paying by credit card, and they said they couldn't take it. They also said I had selected cash on delivery when booking. I wouldn't have done that since I was not at the delivery. I just went through their quick online quote system again, and it does not specify cash on delivery on any screen required for booking. I had to "dig" to find it.This should be part of the shipping agreement. I could have been prepared to pay the cash if I'd had more notice than the day of. I had the money in an online savings account, but it takes 2 business days to get the funds. This left me no choice but to do a cash advance on the card and Zelle the money.Because of this added expense, I'd like a refund of $150 of the shipping fees to cover my expenses. In addition, I'd like them to include details of cash on delivery in future shipping agreements and on their site so this doesn't happen to anyone else.

  Business Response

  Date: 02/03/2025

  Dear ********,
  
  Thank you for reaching out and sharing your experience. We sincerely apologize for any inconvenience you encountered during your vehicle shipment. However, we would like to clarify that the statement regarding the payment terms not being disclosed in the official contract and shipping agreement is incorrect.
  
  For reference, we are attaching a copy of the contract you signed. On page 2, in the very first section of the terms and conditions, it is explicitly stated:
  
  "SGT is bonded and duly authorized as a property broker with the ******************************************* under *********. All orders, unless stated otherwise and agreed upon in writing, are cash upon delivery of the vehicle (cash or cashier's check/certified check)."
  
  This clause clearly states that all shipments, unless otherwise arranged in writing, require payment via cash or certified funds upon delivery.
  
  Additionally, this information is publicly available on our official website for all customers to review prior to booking. You can find the terms and conditions at this link:
  
  *******************************************************
  
  To ensure transparency, this information is placed at the very top of the terms and conditions so that customers can easily access and review it before proceeding with their shipment.
  
  Furthermore, in addition to including it in the contract and general terms, we have also dedicated a specific page on our website to explaining the payment options in detail. That information can be found here:
  
  ******************************************************************************************************************
  
  At the time of booking, you selected the Discounted Cash Price option, which specifies that a small partial payment is collected via credit or debit card once a carrier is assigned, while the remaining balance is due upon delivery in cash, cashiers check, or money order. The detailed explanation of this payment method is:
  
  "Discounted Cash Price: A small partial payment will be collected from your credit or debit card once we've assigned a carrier to pick up your vehicle. The balance is due at the time of delivery. You can pay by cash, a cashier's check, or money order directly to the driver. There is no upfront payment when you complete your booking!"
  
  As this payment method was clearly stated in your contract, available prior to signing, and selected at the time of booking, we are unable to issue a refund.
  
  We truly value your feedback and are always striving to enhance our communication to ensure a smooth experience for all customers. If you have any additional questions or concerns, please do not hesitate to reach out to us directly. We appreciate your business and the opportunity to assist you.
  

• Initial Complaint

  Date:02/03/2025

  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 hired *** Transportation to ship my parent's car from ************* to *******. At first the communication was great. When the driver called, we agreed to meet on Saturday morning to load car which we did, and he informed me the car would be delivered on Monday. Then on Monday I received a text saying the car would be delivered on Tuesday am. Then no car on Tuesday, I then called *** and they said that they would contact the driver and get back to me, which they never did. So, I called a few hours later and was told that they could not reach the driver and that they would keep trying and let me know when they did, once again no response. Finally on Wednesday late afternoon the driver called to deliver the car. My father picked up the car from the driver and the outside other than being filthy from being on the road there was not damage. When he got inside, he noticed that there was mud all over the driver's side floor. The next morning, he went out to clean the floor and then noticed that there was a greasy film on the dash and windows and that there were dirty greasy marks on the passenger side head liner and visor of car. He then called me to let me know what had accrued. He washed the car and cleaned the floor, windows and dash but was not able to get the stain of the head liner. So, I called *** and sent a picture of the damage. they said that they would look at the picture and get back to me which of course never happened. I then called again, and they said that the picture was not of good quality and if I could send more which I did. Once again not response. I then called again and was told it was not damage that it was a stain which is not considered damage, and they would not cover it. I asked the gentleman how we resolve this, and I was told to get a wipe and clean it. I informed him that we tried. I was told once again that it was a stain and not damaged and they would not cover the cost to have it cleaned. Very rude and uncaring just look for your money

  Business Response

  Date: 02/03/2025

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration or inconvenience you experienced during your transport process. At SGT Auto Transport, we strive to provide the highest level of service, and we regret that your expectations were not met in this instance.
  
  Regarding the concerns with your vehicles interior, we would like to clarify that as per Point 13 of the Terms and Conditions outlined in the signed shipping agreement, the final part states the following:
  
  "CUSTOMER additionally understands and agrees that general cargo insurance exclusions may apply for losses or damages that are caused out of the Motor Carrier's control such as stand-alone mechanical or electrical issues, unseen/uninspected undercarriage areas, pre-existing loose/broken parts, the vehicle's interior, personal items, toll charges, or Acts of God or Terrorism."
  
  Based on these terms, the interior of the vehicle is considered an exclusion under the contract. Additionally, after reviewing the photos provided, we did not observe any actual physical damage to the interiorrather, the issue appears to be dirt or stains, which are not classified as transport-related damage. While we understand that this was an inconvenience, these types of occurrences do not fall under the scope of coverage for claims.
  
  We appreciate your feedback, and we have shared it with our ***************** Team to ensure we continue improving our communication and customer support processes. If you have any further questions or concerns, please do not hesitate to reach out. We remain available to assist in any way we can.
  
  Best regards,

  Customer Answer

  Date: 02/03/2025

  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 stains on the roof liner were made by the driver of the truck and should be the responsibility of the company he represents. I own a business as well and if we were to damage or stain any bodies property, we would make good on it. Very poor business practices.

   

  ******* *****
  
  
  
  
   
  

  Business Response

  Date: 02/05/2025

  *** empathizes with the Customer's disappointment in the classification of what constitutes as cargo damages.

  It is important to understand that *** does not set Department of Transportation standards. Exclusion standards are dictated by the auto hauling industry, Department of Transportation and ************************ providers. The reason that dirt in the interior of the vehicle is not covered by insurance providers is because the interior of the vehicle is not part of the mandated Department of Transportation inspection process at any stage. Meaning there is no way to verify or validate the interior condition of the vehicle prior to transport to present as evidence to the insurance company. Cargo claims are legal matters and cannot be processed on hearsay, documented and verifiable evidence needs to be presented. See the attached Bill of Lading, the interior is not part of the official inspection process: *******************************************************************************************

  *** is completely transparent with these facts and base our terms and conditions on these established DOT industry standards clearly informing and educating Customers via Term 13 of the signed Customer Shipping Contract, where it specifically excludes the interior of the vehicle.  A copy of the signed and legally accepted Customer Shipping Contract is also attached.

  We hope this additional explanation assists.

  Customer Answer

  Date: 02/06/2025

  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:

  That may be true, but it's funny because the driver upon pick up of vehicle opened the door and checked out the condition of the interior and made reference to how good of shape the car was in for a 2015. I understand the mud on the floor mats from loading and unloading the vehicles that makes sense based on weather conditions, but greasy dirty marks on the head liner is not were you should see that. Very poor business practices. I have shipped vehicles  in the past and have never run into these issues. I will never use your company in the future and will also tell anyone I know the same.

   

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