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: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,

• 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!!!!!!!!!!!!!!!!  

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