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:04/10/2024

  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 scheduled for my car to be picked up April 1st -3rd. My contract as well as an SGT ******** told me that it would be delivered on April 5th or 6th. When I didnt receive my car or an update on the 5th I called the customer service number hoping to gain clarity. I was told by 4 if not more ********s that they did not know where my car was and cannot get in touch with the dispatcher. Once I contact them Ill follow up with you. Which did not happen. No one ever contacted me. I called and did a live chat multiple times between April 5th and April 7th and was still met with I dont know and I cant reach the dispatcher. I finally received my car on April 8th, 3 days after the eta and still did not receive a follow up or explanation. The ********s that I interacted with were extremely unprofessional and unhelpful. I understand that delays may happen or things come up but the least SGT ******* done was update their customers and communicated properly as they said they would. I dont know coming from a business that youre entrusting with your property is absolutely ridiculous. This was the most unpleasant car shipment that Ive experienced thus far.

  Business Response

  Date: 04/10/2024

  Dear ********,
  
  Thank you for providing us with a detailed account of your recent experience with our services. We sincerely apologize for the challenges and frustrations you encountered during the process of shipping your car. Your feedback is invaluable to us, and we are committed to addressing the issues you've raised to ensure a better experience for our customers in the future.
  
  We understand the importance of effective communication, especially when it comes to updates regarding the status of your shipment. While we strive to work closely with our carriers to provide timely updates, we acknowledge that there were lapses in communication in this instance. Please accept our sincerest apologies on behalf of our carrier company for any inconvenience caused by the lack of updates on the delivery timeframe.
  
  It's important to note that the pickup and delivery dates are estimated and not guaranteed and we strive to meet our customers' expectations to the best of our ability. This aspect is also covered in contract point 17 under Pick Up and *************** It states as " SGT shall provide the Customer with an estimated pickup date and estimated delivery date. 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. SGT does not guarantee any pickup or delivery times or dates. SGT and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason. Further, SGT and Carrier are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle."
  
  Regarding the response time of drivers, we acknowledge that immediate responses may not always be possible, leading to delays in getting updates. We appreciate your understanding in this matter. We'll conduct an audit of our communication process to address it with the carrier company. We value the importance of communication and are committed to rectifying any lapses to prevent such occurrences in the future.
  
  Once again, we apologize for the inconvenience and frustration you experienced. Your satisfaction is important to us, and we are committed to taking corrective actions to prevent similar occurrences in the future.
  
  Thank you for bringing this matter to our attention, and please feel free to reach out to us if you have any further concerns or questions.
  

  Sincerely,

• Initial Complaint

  Date:02/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #****** Order to transport vehicle was cancelled on 01/29/24, with confirmation and refund of my initial payment of $159 on that day. Received a message 01/31/24 that the car was picked up and near my house. Caused confusion because it was not supposed to be moved. SGT ****** that the actual carrier never received the email to not transport the vehicle. But, since they did transport, SGT needed their service fee. I paid the actual carrier his fee while he was at my house. To me this is their mistake which caused lots of scrambling and stress not only on me having to leave work as I work almost an hour from home, but the business where the car was picked up as arrangements had not been made with them.

  Business Response

  Date: 02/01/2024

  Dear *******,

  We appreciate your thorough account of your recent experience with our services, and we sincerely apologize for the inconvenience and stress caused by the unexpected turn of events.
  Upon receiving your cancellation request, we promptly canceled the shipment from our end and officially communicated this to the carrier through email. Unfortunately, it seems there was a communication lapse, and the carrier proceeded to pick up the vehicle. We deeply regret the oversight on their part.

  During transit, upon realizing the cancellation, the carrier offered to return the vehicle to the pickup location at no cost. However, you insisted on having the vehicle delivered to the originally intended location. Despite the unexpected situation, the carrier completed the delivery as per your instructions, and they were duly compensated for their services. Our service fee was also collected as per the agreement.

  We sincerely apologize for any inconvenience. It's important to note that our no-refund policy is based on the premise that refunds are only applicable if the vehicle is not picked up. In this instance, since the shipment was completed, a refund of the deposit is not feasible.

  Despite our no-refund policy, to express our regret and as a goodwill gesture, we offered you a $100 gift restaurant coupon.

  We appreciate your understanding and patience in this matter. If you have any further concerns or questions, please feel free to contact us.

  Sincerely,

  Customer Answer

  Date: 02/06/2024

  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:

  Correct, you did confirm canellation and refund my initial payment of $159.  From that point forward the car absolutely WAS NOT supposed to be moved.  The communication lapse between you and the carrier is just that, between you and the carrier.  The car COULD NOT be returned to the business it was picked up from as you had already caused them undue stress because they were not prepared for the car to be picked up.  Not to mention the stress on me having to scramble and leave work which is approximately an hour from my house.  You are correct, the carrier was duly compensated for his services, BY ME in person because he had my car at my house!  Payment confirmation attached.  The car he was not supposed to have.
  
  Your "no refund policy" should not apply to a service that wasn't supposed to happen in the first place.  A service that was confirmed canceled 2 days prior.  A gift certificate to a restaurant was declined because I DID NOT WANT YOUR SERVICE TO BEGIN WTIH!!!  It was canceled.  A free dinner does not change that fact!  This is a mistake on your end, plain and simple.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:01/08/2024

  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.

  Jan 3-4. **** #****** I paid a total of $959 to have my daughters car shipped. I agreed to pay $659 and $1 for every pound after the 1st 100lbs of personal items. My daughter waited 8 hours for the car to be picked up. SGT gave me 3 different time windows all between 6am-noon.The driver texted my daughter at 1:46 that he would be there in an hour. He arrived at 5:15.Upon arrival he yelled at my daughter for personal items in the car. ****** told my daughter there would be an added $300 charge because he said the car was too full! Im not a moving company!. But he never weighed anything. Just eyeballed it. Then the driver loaded the car in the median of a 4 lane highway and left my daughter in the median. video click here 8:30 pm a supervisor called me. He told me not to worry, I would not have to pay the extra $300. He apologized for the safety issue. I was given an email to send screenshots of the drivers texts and the new address for delivery. Next morning the driver called me for delivery. He knew nothing about the new address and yelled at me on the phone when I told him SGT said I did not have to pay $300 extra. At around 11:30 the driver texts me he is taking my car to the Yard for impoundment in 1 hour.I sent a screenshot of the drivers texts on SGT ***** NO ONE called me back. At approximately 12:40pm, I paid the driver $700 cash to keep my car from going to the yard for impoundment. ($300 more than quoted) and the driver came to my house. At 2:15 the supervisor from the previous night called me and denied telling me that I did not have to pay $300 extra. I suggested that we listen to the entire phone call together. He refused 4:30 pm SGT representative called to apologize and offered me a $150 gift card. Jan. 5- 4pm SGT representative called to say they had reported Unique View Transportation for safety concerns and offered me a $200 gift card. I would like a full refund.

  Business Response

  Date: 01/08/2024

  Dear ******,

  Thank you for bringing your concerns to our attention and providing us with the details of your recent experience with SGT Auto Transport. We sincerely apologize for the distress and inconvenience caused during the shipment of your daughter's car.

  We appreciate your patience as we address this matter and want to clarify our stance on the issue of personal items. At SGT Auto Transport, we have specific guidelines for personal items during shipment, and we inform customers of these policies upon placing the order. The items should weigh less than 100 lbs and should be loaded only in the trunk or backseat below the window level. Additionally, the passenger and driver seats should be empty. It is crucial for customers to adhere to these guidelines to ensure a smooth and safe transportation process. However, it was not followed, and the vehicle was full of items, above the window level, and also in the passenger seat. We are attaching pictures sent by the carriers for clarification. However, we also recognize the unprofessional behavior displayed by the carrier company, Unique View Transportation, which exacerbated the situation.

  We appreciate your understanding as we address this matter and want to assure you that we take the selection of carriers for our network very seriously. At SGT Auto Transport, we have a thorough process to filter the best carriers in the market, which includes checking their authorization, conducting comprehensive background verification, reviewing their motor vehicle shipping eligibility in the ****** and evaluating their past conduct with customers to ensure a smooth process. Despite these efforts, we acknowledge that the carrier company, Unique View Transportation, failed to meet the standards we set for our service providers. We deeply regret that their actions resulted in a negative impact on your experience, and we are taking immediate steps to rectify the situation.

  To address your specific concerns, immediate action has been taken to block Unique View Transportation from our network. This decision is aimed at preventing any recurrence of similar issues for our valued customers in the future. We also recognize the carrier's unprofessional behavior and the inconvenience caused. Despite our no-refund policy once the vehicle is picked up, we offered a $150 gift coupon, which was later extended to $200 as a goodwill gesture.

  We understand your dissatisfaction with the offered compensation and want to emphasize that the conduct of the carrier was unacceptable. We apologize for any inconvenience caused and assure you that we take your feedback seriously. We have reported Unique View Transportation for safety concerns and have taken steps to prevent future issues with our carriers.
  
  We appreciate your understanding and patience as we work to address and rectify this situation. If you have any further concerns or questions, please do not hesitate to contact us.
  
  Sincerely,

  Customer Answer

  Date: 01/08/2024

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

  I appreciate your response, however you did not address the fact that your supervisor told me on the phone that I did not have to pay the $300.  The phone call was recorded, I know this, because the last 30 seconds was played back to me.  You can listen to the call.  So at the very least, you should refund that amount or are you not going to follow through with what your employee told me? 

  As far as the personal items.  NOTHING was above the window level, the photo was taken at an angle that creates the illusion items are higher than they were. Yes, stuffed animals, blankets and pillows were in the front seat. I apologize, I was not aware that items could not be in the front passenger seat.  I did not read that in the contract.  However, the associate I spoke with at the time of booking did tell me about the items being below window level and the 100 lbs of personal items.  However, I was told that it would be $1 per pound over the first 100 lbs.  However, nothing was weighed. It is very obvious the items in the car did not total 400 lbs., which would validate a $300 charge. 

  Since customers are encouraged to pay cash on delivery, (due to a discounted price) drivers can demand extra payment, with no checks and balances. In my case, the items were never weighed, and if they were, there was no legitimate documentation to back up the charge. 

  You also failed to address the fact that SGT *********** would not call me back before the car would have been impounded which would have incurred more cost.  You basically just ignored me, when I was practically begging for help. Your associate even told me he couldn't do anything because he was waiting on ***********. 

  You also failed to address the fact that the car was not delivered at the correct address. I told the supervisor on the phone that I did not feel safe for the driver to come to my house after the encounter he had with my daughter, I emailed the address for delivery at the direction of the supervisor. 

  You also failed to address the fact that the driver loaded the car in the middle of a four lane highway.  I understand that you are blocking this carrier, but I trusted you to set up a safe transport. You did not.

  The customer service I received from your employees is unacceptable. You did not stand by your word, you did not follow your own contract regarding the $1 after every pound over 100 lbs.  Your driver was 8 hours late for pick up.  You delivered the car to the wrong address. You didn't even have the decency to have a supervisor call me after everything had happened, you actually had an associate call me twice.

  I am willing to compromise because the car was delivered.  However, the $300 cash should be refunded as well as your $200 gift card for the service I received. 

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

  
  
  
  
   
  

  Business Response

  Date: 01/09/2024

  Dear ****** ,
  

  Thank you for your comprehensive response and the additional information provided regarding the personal items in the car during the shipment. After a thorough review of sales and verification calls, we have confirmed that our associate discussed the policy of personal items, including the 100 lbs limit, during the booking process.

  As outlined in our terms and conditions, any additional weight beyond the initial 100 lbs is subject to an extra charge, as communicated during the booking process. Given that you chose to load more items than the specified limit, the carrier has the authority to determine the additional charges for the excess weight. We want to emphasize that this is our final stance on the matter.

  We appreciate your understanding and cooperation in this regard. If you have any further questions or concerns, please feel free to reach out.

  Sincerely,

• Initial Complaint

  Date:01/02/2024

  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 12/4/23 I paid SGT Auto Transport $1,280 to transport a truck I purchased from ************** to ************. According to the shipping advisor that I spoke to from SGT Auto Transport, my truck was scheduled to be picked up on 12/7/23 during normal business hours. The driver was also supposed to give a courtesy call when he was a few hours away to not only pick up the truck, but drop it off. He not only didnt provide any phone calls, but he spoke little to no English. Communication with him was impossible. He didnt show up to pick up the truck until almost midnight on 12/7/24. In addition I provided SGT Auto Transport with my military ID for a Veterans discount like their website states, however they refuse to honor the discount. The best they can do for their s**** *** are offering me coupons/gift cards for restaurants in my area. When I asked about the coupons/gift cards, they themselves have no idea what places the gift cards are for. I dont want unknown gift cards/coupons. I want the Veterans Discount honored as well as a partial refund for the hassle the driver they contracted caused myself and the seller of the truck I purchased.

  Business Response

  Date: 01/02/2024

  Dear ********,

  Thank you for sharing your experience with us, and we sincerely apologize for any inconvenience you faced during the transportation of your vehicle. We appreciate your service and the opportunity to address your concerns.

  Regarding the Veterans discount, we apologize for any confusion that *** have arisen. The information about your veteran status was not communicated during the order placement but was mentioned after the vehicle was delivered. Additionally, the military ID was received on 12/24, while the vehicle had already been delivered on 12/08. As per our terms and conditions, we do not offer refunds, and the military discount typically covers approximately $20-$30. However, understanding the inconvenience caused, we offered a $100 restaurant gift certificate as a token of apology. We regret that this gesture was not accepted.

  Concerning the untimely pickup and delivery of your vehicle, we acknowledge the frustration caused by the communication issues with the driver. External factors, such as weather and road conditions, can impact logistics, and pickup and delivery dates are estimates rather than guarantees. We sincerely apologize for the lack of a courtesy call from the driver and assure you that we will address this issue to prevent similar inconveniences in the future.

  We value your feedback, as it helps us refine our services. Our commitment is to provide a positive experience for our customers, and we hope for the opportunity to serve you better in the future. If you have any further concerns or questions, please feel free to contact our customer service.

  Thank you for your understanding, and we appreciate your patience.

  Sincerely,

• Initial Complaint

  Date:12/28/2023

  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 signed a contract to transport my new vehicle from ********** to my home in ********* for $1585.00. The vehicle was supposed to be picked up between 12/19/23 and 12/21/23. I never heard anything on those 3 dates. The morning of 12/22/23 I received a call they found a carrier but quoted rate of $1240.00 would not suffice, the carrier wanted $1585.00. I agreed and signed the contract. I was told delivery would be 12/25/23 or 12/26/23. On 12/26/23 in the morning I received a text message and voicemail that vehicle would be delivered at 12 pm on 12/26/23. At 1:36 pm on 12/26/23, I contacted the company as I had no vehicle and they told me to give it 3-4 hours from the delivery time they told me. I contacted them again at 4:45 pm on 12/26/23 and they said they would have someone call me. I never heard anything, I contacted them at 9:50 pm 12/26/23 because I was unsure if I needed to keep my phone on overnight. ******* at SGT was unsure and just said the vehicle will be delivered by morning. SGT called me at 9:06 am, and I called them back at 9:31 am and they said "your vehicle is there correct?" I told them no. They said they will check with the carrier and call me back. I was not hearing anything and contacted SGT again and the driver's number they gave me. SGT had no update and the driver would not answer and I had to leave a VM. I called the local police department as I thought a theft had occurred. As I was speaking to the office, SGT called me back at 10:07 am and told me the vehicle would be here in 2 hours. At 12:22 pm, no vehicle, messaged SGT. I also called the driver but he did not answer, however he did answer when I had my best friend call. The driver texted her saying the vehicle would be to my home in one hour. He sent two location pins, but when my friend called the actual driver, he indicated he was stuck in *********** and it would be 2:30 pm. Vehicle received at 2:20 pm and attached pics show the damage.

  Business Response

  Date: 12/28/2023

  Dear *******,

  Thank you for taking the time to share your feedback. We genuinely appreciate it, and we're sorry to learn that your experience did not meet your expectations.

  We regret to learn about the experience you encountered. Our company operates with estimated pickup dates and times, which are not guaranteed. During that period, a limited number of available drivers existed on that specific route. Consequently, our dispatchers identified an alternative solution to mitigate any additional delays. The ultimate decision always rests with our customers, as effective communication remains integral in determining the optimal course of action for them. Should the suggested alternative have been declined, our team persists in their efforts to arrange a suitable alternative. We extend our apologies for any inconvenience caused.

  We would like to draw attention to the terms and conditions outlined in our agreement, specifically Point 17. As per our signed contract, " SGT shall provide the Customer with an estimated pickup date and estimated delivery date. 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. SGT does not guarantee any pickup or delivery times or dates. SGT and ******* are not liable for loss or damages occasioned by delays of any kind or for any reason. Further, SGT and ******* are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle."

  Once the vehicle is picked up, we completely depend on the carrier for pickup and delivery updates. Neither the carrier nor the driver can provide exact time information all the time, as they are subject to change with the weather and road conditions. However, we understand the inconvenience and apologize for the carrier's fault.

  Regarding the damage, we take damage claims seriously. We also understand the distress caused by the damage to your vehicle during transportation. We sincerely apologize for any challenges you have faced throughout this process. However, we would like to bring your attention to the limitations of liability outlined in our signed contract. As a freight broker, our liability is limited, and the primary responsibility for loss, damage, or delay lies with the carrier. As outlined in point 12(b) under Limitations of Liability and Claims in our contract: " As a freight broker, SGT has no liability for loss, delay, or damage to the freight. The customers sole remedy for loss of, non-delivery, or damage to the Vehicle is against the *******. SGT is not liable for any loss, damage, late delivery, non-delivery, or consequential damages caused by the act, default, or omission of (1) the *******, (2) the CUSTOMER, or (3) any other party who claims an interest in the shipment, or caused by the nature of the shipment or any defect thereof. Neither SGT nor the ******* provides compensation for loss of use of the Vehicle nor does SGT/ ******* provide reimbursement or compensation for rental vehicles as a result of damage to the Vehicle. Further, neither ******* nor SGT is liable for mechanical failure of the Vehicle or failure of any operating parts of the Vehicle."

  Despite these limitations, we are committed to working diligently to facilitate communication between all parties involved and seek a fair resolution for the damages incurred during transportation. Your satisfaction is of the utmost importance to us, and we appreciate your patience as we navigate through the resolution process. Your feedback is invaluable, and we are committed to improving our services and communication to ensure a better experience for our customers going forward.

  If you have any further questions or require additional assistance, please don't hesitate to contact us. We remain dedicated to addressing your concerns and ensuring a fair resolution.

  Thank you for your understanding.

  Warmest regards,

  Customer Answer

  Date: 12/28/2023

  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 did receive communication from ******** however it does not include the carrier name, address, phone and email address.  I will need that information to make a claim.  They also sent me a document for before and after transit and the after pictures are for a completely different vehicle.  I will contact them for this info but they have not resolved this no.

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

  
  
  
  
   
  

  Business Response

  Date: 12/29/2023

  Dear *******,

  We appreciate your follow-up regarding complaint ID# ********. We take your concerns seriously and are committed to resolving the issues you've raised.

  Regarding the missing carrier information, we have already emailed you the certificate of insurance, which includes all the necessary details. However, to ensure clarity, we will also send you the carrier's name, address, phone, and email information separately via email.

  Concerning the discrepancy in the after-transit pictures, we are actively investigating this matter with the carrier company to determine the cause of the mix-up. We understand the importance of accurate documentation and are working diligently to address this issue. We apologize for any inconvenience this may have caused and appreciate your patience as we work towards a resolution. If you have any further questions or require additional information, please feel free to contact us directly.

  Thank you for bringing these matters to our attention.

• Initial Complaint

  Date:12/19/2023

  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.

  Work order ****** I hired the services of this company to move my car from **** to **. When my car arrived, I inspected the bottom of the bumper and this was damaged by the driver. After filing the claim for damages, I was advised by the insurance company that the company that this job was brokered out to used drivers that were not listed under the insurance policy. Due to this the insurance company will not approve the claim. Its been over a month that I have tried to resolve the situation with them but they keep giving me the run around.

  Business Response

  Date: 12/19/2023

  Dear ******,

  We sincerely appreciate the time you've taken to share the details of your recent experience with our services. We understand the frustration and inconvenience caused by the damage to your vehicle during transportation and sincerely apologize for any challenges you have faced throughout this process.

  We want to assure you that we take your concerns seriously, and our team is actively working to assist in resolving this issue. However, we would like to bring to your attention the terms outlined in our signed contract, which governs our liability in such situations. As a freight broker, our liability is limited, and the primary responsibility for loss, damage, or delay lies with the carrier. Please find attached a copy of the signed contract for your reference, with a specific highlight on the relevant section regarding our limitations of liability. It states as follows. " Customer acknowledges that SGT is not obligated to provide cargo insurance and is not legally liable for any loss, damage, or delay of freight. SGT will provide details regarding the Carriers cargo insurance upon request."

  In accordance with point 12(a) under Limitations of Liability and Claims, our contract states: ". SGT **** facilitate and attempt to assist in the resolution of freight claims but has no responsibility or liability related to any claim and any involvement by SGT in facilitating freight claims shall not be deemed as waiving SGTs absolute defense to freight claims. The Carrier is responsible for adjusting, paying, declining, or otherwise resolving freight claims. All freight claims should be submitted immediately to SGT to help ensure timely resolution. If the loss or damage is apparent, the consignee must note such loss or damage information on the bill of lading/delivery receipt. If the loss or damage is not apparent (concealed), the CUSTOMER or Consignee must contact SGT within 24 hours after taking delivery. If CUSTOMER gives SGT notice of Customers intention to make a loss or damage claim, **** ******** and/or Carriers insurer shall have the right to inspect the Vehicle at the location where the Vehicle was delivered. The filing of a claim does not relieve the responsible party from payment of freight charges. Freight charge payment is necessary in order for the Carrier to process a claim. CUSTOMER may
  not offset claims or any other amounts from freight charges owed to SGT or the Carrier. SGT may offset freight or other charges owed by CUSTOMER from claims or other payments made to CUSTOMER by SGT or Carrier. If payment of the claim is made by SGT to CUSTOMER, at SGTs sole discretion, CUSTOMER automatically assigns its rights and interest in the claim to SGT so as to allow SGT to subrogate its loss. Unless otherwise provided in an applicable statute, the failure to give timely notice of any loss or damage in accordance with this Section 12 (a) or the failure to permit or arrange an inspection as required herein shall constitute an absolute bar to recovery for any claim for loss or damage. Further, it is incumbent upon the claimant and all other interested parties to mitigate the damages to the extent that is reasonably possible under the circumstances."

  Despite these limitations, we are committed to working diligently to facilitate communication between all parties involved and seek a fair resolution for the damages incurred during transportation. Your satisfaction is of the utmost importance to us, and we appreciate your patience as we navigate through the resolution process.

  If you have any additional information or concerns you'd like to share, please feel free to reach out. We remain dedicated to addressing your concerns and ensuring a fair resolution.

  Thank you for your understanding.

  Warmest regards,

  Customer Answer

  Date: 12/20/2023

  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 understand what your policy is but you brokered the job to a company who used  a driver who is not under the insured list which poses a liability. The transport company has not been helpful to resolve this and the insurance company  will not approve the claim because of this.  Because of the choose of carrier I now am at a loss with a damaged car  

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

  Business Response

  Date: 12/21/2023

  Dear ******,
  
  We sincerely apologize for the distress and inconvenience you have experienced due to the situation. At SGT Auto Transport, we deeply regret any negative impact this has caused and appreciate your patience as we address the matter.
  
  Upon receiving your complaint, we immediately conducted an internal investigation to understand the details surrounding the incident.
  
  To rectify the situation promptly, we have taken the following actions:
  
  1. **Carrier Blocking:** We have taken immediate measures to block the carrier company responsible for this oversight. This decision aims to prevent any recurrence of similar issues for our valued customers in the future.
  
  2. **Ongoing Investigation:** We are continuing our thorough investigation into the incident to identify any additional areas for improvement in our carrier selection process. Our goal is to prevent such incidents from happening again and to enhance the overall reliability of our services.
  
  We understand the frustration and disappointment you must be feeling, and we genuinely apologize for the impact on your experience with our company.
  
  If you have any further concerns or if there's anything else we can do to assist you, please do not hesitate to contact us.
  
  Once again, we apologize for any inconvenience this situation has caused, and we appreciate your understanding.
  
  Sincerely,
  
  
  
  

• Initial Complaint

  Date:12/07/2023

  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 October 26, 2023 I hired SGT Auto Transport to pick up a brand new vehicle (2023 Dodge Challenger) that I purchased from a Dodge Dealership in ***********, **. and deliver it by enclosed transport trailer to my house her in ********, **. I agreed to pay them $1,875.00 for this service. SGT Auto Transport sent a driver from another transport company called Autolink Logistics to deliver the car for them, in other words they subcontracted the job. On October 27, ************************************************************* **********. I was promised that the car would be delivered by November 2, 2023. That promise was not kept, every time I called for an update they gave an excuse for more delays. On November 5, ***************************************************************************************************************************** violation of the speed parameters I set. This is a Safety subscription service that monitors the new Dodge vehicles computer and position by satellite. I called the transport company and asked them if they were driving my car, they said the driver had to move the position of my car in the trailer. As it turns out, the driver did more than just move the position of my car in the trailer, he actually drove my car for two miles and was driving it above the speed limit just as the alert notification advised. This was verified by the mileage on the odometer which was showed only 50 miles on the car when it was loaded onto the trailer and it had 52 miles on the odometer when it arrived at my house. I did not complain about the mileage, but I was shocked to see that there was some damage to the back section of my new car. The trunk spoiler was cracked as well as both rear wheel well flares! The car was brand new with no damage when it was picked up, the photographs taken at the time the vehicle was picked up confirms this. The damage was done inside the trailer or perhaps during the two mile joy ride that the driver took with my car early that morning. I pointed the damage out to the driver and I called the dispatch office to make a claim. The dispatcher advised the driver and I to document the damage on the Bill of Ladding Deliver Receipt, both the driver and I were to sign the document and I would be reimbursed for the repairs. I sent the vehicle to a repair shop, the three damaged parts of my car were made of plastic, repairing plastic pieces could not be guaranteed so they replaced the damaged parts with new parts, they had to paint them to match my new car and they installed them. The repairs to my car were completed on November 27, 2023. I paid the repair bill which came to a total of $2,043.80. On November 28, **** I submitted a copy of the itemized repair bill and my payment receipt to both companies- SGT Auto Transport and Autolink Logistics. It has been over a week since I submitted the repair bill, I have spoken to Representatives from both companies on the phone. They are accepting responsibility for the damage to my car when I speak to them verbally on the phone, but each company seems to be having some difficulty actually accepting the responsibility by paying for it.

  Business Response

  Date: 12/07/2023

  
  Dear ******,
  
  We appreciate your detailed account of your recent experience with our services and genuinely apologize for the challenges you have faced throughout this process. We understand the frustration and inconvenience caused by the delivery and the subsequent damage to your new vehicle.
  
  We apologize for any confusion regarding the estimated delivery time frame. Our company operates with an estimated time frame of 1-3 business days for pickup, and delivery typically takes at least 7-9 days for the given location. Considering these facts, we picked up and delivered your vehicle on time.
  
  We are sorry to hear that you have had difficulty receiving reimbursement for the damages to your vehicle. We have implemented measures against the carrier company involved to prevent any similar situations from occurring in the future. We want to assure you that we take damage complaints seriously, and our team is actively working to assist in resolving this issue. However, in response to your submitted repair bill, we want to bring to your attention the terms outlined in our signed contract. As a freight broker, our liability is limited, and the primary responsibility for loss, damage, or delay lies with the carrier. We have attached a copy of the signed contract for your reference, specifically highlighting the relevant section regarding our limitations of liability.
  
  We want to highlight point 12(b) under Limitations of Liability and Claims. It states as follows, "As a freight broker, SGT has no liability for loss, delay, or damage to the freight. The customers sole remedy for the loss of, non-delivery, or damage to the Vehicle is against the Carrier. SGT is not liable for any loss, damage, late delivery, non-delivery, or consequential damages caused by the act, default, or omission of (1) the Carrier, (2) the CUSTOMER, or (3) any other party who claims an interest in the shipment, or caused by the nature of the shipment or any defect thereof. Neither SGT nor the Carrier provides compensation for the loss of use of the Vehicle nor does SGT/Carrier provide reimbursement or compensation for rental vehicles as a result of damage to the Vehicle. Further, neither Carrier nor SGT is liable for the mechanical failure of the Vehicle or failure of any operating parts of the Vehicle."
  
  We will continue to work diligently to facilitate communication between all parties involved and seek a resolution for the damages incurred during transportation. Your satisfaction is of utmost importance to us, and we appreciate your patience as we navigate through the resolution process.
  
  If you have any additional information or concerns you'd like to share, please feel free to reach out. We remain committed to addressing your concerns and ensuring a fair resolution.
  
  Thank you for your understanding.
  
  Warmest regards,
  

  Customer Answer

  Date: 12/07/2023

  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 company seems to be running a scam

   The company SGT Auto Transport seems to be running a scam that exempts them from being liable for anything yet they are the one's being paid.  My contract is with SGT Auto Transport not with the company that they subcontracted to deliver my car (although I suspect it's one in the same).  Look at the history of past Consumer Complaints against SGT Auto Transport; their answer is always the same.  They take the payment from the consumer and then they hire a subcontractor company to carry out the job for a fraction of what the consumer paid to SGT Auto Transport, so then they can say they are no longer liable because they gave the job to another company.  Looks and smells like a scam to me, and I suspect that the so-called subcontractor that they hired is part of their same group of scammers.  The section of their contract that they referred to where they state that they are not liable for the damage because they gave the job to another carrier can't be legal unless they provided me (the consumer) with a copy of the subcontract that they signed with the carrier.  In other words they can't just take my money in exchange for services and guarantees listed on our agreement, and then turn around and say they are no longer responsible for the damage that was caused to the vehicle you hired us to transport because we hired a separate company to complete the work you hired us for.  How about providing me (the consumer) with a copy of the contract they signed with the carrier they chose along with all the information for that carrier company, ie; Principal Owner of the company, primary address of the company, license number for the company, and most importantly the insurance information for the carrier company that they hired to transport my vehicle.

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

  Customer Answer

  Date: 12/13/2023

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

   As I stated in my last response, *** ********************** and Autolink Logistics both failed to either compensate me for the damage they caused to my car, or at the very minimum they failed to initiate a damage claim with their insurance company.  They did not even voluntarily provide me with the insurance company's information, I had to get the insurance company's name myself through my complaint here with the better Business Bureau.  I then submitted my claim myself with their insurance company, however my claim will not go anywhere without the participation of *** ********************** or Autolink Logistics; they have to verify with the insurance company that I did hire them to transport my new car and that the damage to my new car occurred while my car was in their care, and lastly that I reported the damage to them at the time the car was dropped off.  They have not done any of this yet but in their last response to the BBB they wrote: "according to our records and the latest conversation between you and the carrier company, a claim has already been initiated with the insurance agency, and the insurance agency is already involved in the case. We would be more than happy to support you during the process with whatever is needed, so do not hesitate to let us know if you need any further assistance."  My response to them is, what records of a conversation between myself and the carrier are you referring to?  I haven't spoken to the carrier (Autolink) about the insurance claim, they don't return calls or emails.  *** ********************** also writes: "We would be more than happy to support you during the process with whatever is needed, so do do not hesitate to let us know if you need any further assistance." Those are just empty words in an automatic response, I've been asking for their assistance right from the beginning of this fiasco; how about doing the proper thing and following up with the insurance company regarding my claim and providing them with details that substantiates my claim.  Such as; the contract information that I signed with *** ********************** and details of my claim as I reported to *** ********************** and to Autolink Logistics when I received my car.  Those are things that you as the "Broker" and the "Insurance Certificate Holder" can easily provide to the insurance company to expedite my claim.

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

  Business Response

  Date: 12/14/2023

  Dear ******,
  
  Thank you for your prompt response.
  
  We would like to assure you that our team is actively engaged in reaching out to the insurance agent to clarify the specific information required for the seamless processing of the claim. We are committed to providing all necessary details to the insurance agency to facilitate a smooth resolution. A voicemail has been left for the insurance agent, and we anticipate receiving a response shortly.
  
  In the interim, please feel free to contact us if you have any questions or concerns.
  
  Best regards,

• Initial Complaint

  Date:11/09/2023

  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.

  Date of Transaction - 9-27-23 Money pd to SGT $2200 Nature of dispute - SGT has NOT tried to resolve anything. Items were stolen from my vehicle while being transferred from ********* to ******. I had $1200 worth of Air ****** shoes stolen from my trunk ID # ******

  Business Response

  Date: 11/09/2023

  Dear *******,

  We appreciate you sharing your experience and value your feedback. We also welcome the opportunity to provide clarification and resolution.

  First and foremost, we want to express our understanding of the distressing situation you experienced due to the theft of your belongings during the shipping process. We genuinely regret the inconvenience and frustration this has caused.

  At SGT Auto Transport, we take such matters seriously and have conducted a thorough investigation with the carrier company. However, we would like to highlight that personal items are not insured as per our policy, and we do not recommend transporting valuable belongings.

  In the contract that you signed, it clearly states that neither our company nor the carrier is responsible for personal items. Point 3.E of the contract states as follows: "The customer must remove all luggage and personal property from the Vehicle prior to transportation unless the Customer has disclosed the contents of the personal property to SGT prior to transportation of the Vehicle and SGT agrees to such items being left in the Vehicle. The customer agrees that neither SGT nor the Carrier is liable for any personal property left in the Vehicle in violation of this condition. Any personal property left in the Vehicle not disclosed and agreed to by SGT is at the Customers own risk and the Customer agrees to defend, indemnify, and hold SGT and the Carrier harmless from any claims related to any personal property left in the Vehicle in violation of this condition. ******* will not take an inventory of personal items. The customer further acknowledges and understands that the Carriers cargo insurance may not cover any personal items left in the Vehicle."

  Although the items are not insured, we still conducted an investigation with the carrier to resolve the issue to the best of our abilities. We apologize for any inconvenience caused and assure you that we will address this matter with the carrier company.

  We regret to inform you that we cannot offer a refund for missing personal items. However, we will make sure this issue is investigated with the carrier company. We sincerely apologize for any inconvenience that this might have caused. If you have any further concerns, please feel free to reach out to us.

  Customer Answer

  Date: 11/10/2023

  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 did speak with a representative from SGT who informed me it was OK to put articles in my vehicle as long as it wasn't over 100 lbs. 

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

  
  
  
  
   
  

• Initial Complaint

  Date:11/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 10-31-2023 Copy of Contract:Thank you for entrusting SGT Auto Transport with your shipment. Our goal is to ensure your complete satisfaction throughout the entire transportation process. We have received your request for transportation of the following vehicles: * 2009 Lexus ES and we are pleased to inform you that they will be picked up during ? 3-day window starting on 10/31/2023. Please expect to receive further communication from us shortly to arrange the details of your shipment. As a reference, your order number is #******. We appreciate you choosing SGT Auto Transport.The car has not been picked up from COPART yet, and COPART is charging me storage fees.Since these storage fees are due to SGT Auto transport negligence, SGT must pay for these fees.

  Business Response

  Date: 11/08/2023

  Thank you, ******, for getting in touch. We're sorry to hear about your experience. However, it's essential to emphasize that the terms and conditions outlined in the signed contract, which we have conveniently attached below, clearly specify that the pickup and delivery dates provided are estimates and not guaranteed, as articulated in point 18 of the contract:
  
  "Pick Up and *************** Delay. SGT shall provide the Customer with an estimated pickup date and estimated delivery date. The customer acknowledges and agrees that pick-up dates and delivery dates are estimates! The customer further agrees and acknowledges that delays may occur prior to, and/or during, transport of the Vehicle due to various issues, including but not limited to driver shortages, adverse weather conditions, and road challenges. SGT does not provide any guarantees regarding pickup or delivery times or dates. SGT and the Carrier cannot be held responsible for losses or damages resulting from delays of any nature or for any reason."
  
  Regarding the matter of storage fees, as stipulated in point 21(b) of the contract:
  
  "Neither SGT nor the Carrier assumes any liability for any storage fees. The customer is responsible for settling all storage fees before the Vehicle's pickup."
  
  Our team made several attempts to contact you with the intention of conveying the necessity of settling all storage fees before the scheduled pickup date on 11/9. This is crucial to ensure that the transport driver can retrieve your vehicle as planned. Otherwise, Copart will not release the vehicle to the transport driver.
  
  We sincerely apologize for any inconvenience this may have caused, and we want to assure you that we are readily available to assist you. Should you have any questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 11/19/2023

  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 feel financially hurt and expect reparations.
  
  I signed a contract with SGT to transport two cars purchased at auction from COPART. The contract included timely picking up my cars at the COPART yards and delivering them to my house in *******, *******. COPART is a world organization that auctions vehicles with clearly published rules, and it is impressively well organized and follows its rules impeccably.
  
  COPART gives three days to the successful bidder to pick up the won car. Beginning on the fourth day, it begins to charge for the car's storage. The storage charges start at $5.00 the first day and go up by $5.00 more each day. It means $5.00 the fourth day after winning the bid, then goes to $10.00, then to $15.00, and so on. SGT's ***** in picking up my cars caused storage charges unnecessarily
  
  Please read the notification I got from COPART via the broker I used.
  
  - From the date of the sale, you have two weeks to remove the vehicle from the auction facility. If the vehicle is not picked up in this timeframe, it will be declared abandoned.
  
  - Once a vehicle has been declared abandoned, we reserve the right to sell it at our own discretion. The owner of the abandoned vehicle will not be compensated for the sale.
  
  I received the previous notification because SGT had not picked up my cars for almost two weeks.
  
  SGT put me at risk of losing all the money and work invested. Is it fair to cause all this stress with your neglect? Is this neglect unusual among responsible business organizations?
  
  SGT gave me stress that any reasonable person can visualize. SGT's inexplicable ***** in picking up my cars from the COPART yards cost me about $500.00 in storage fees.
  
  
  I signed a contract with SGT to represent me, assuming they were serious and knowledgeable professionals with enough experience and expertise to follow COPART's rules to not cause me storage charges at COPART. If SGT is not responsive in timely pick-up, should they pay the fees they caused?
  
  
  The reply to my complaint is that SGT is not responsible for problems, as long as they try hard enough to find a reliable transporter. Do you believe that this is an adult reply? Does the statement "I tried hard enough" exonerate SGT from their failures?
  
  
  I feel very strongly that it is only fair that I get reimbursed for fees incurred by SGT's untimely performance. What do you think?
  
  
  
  Kindly,
  
  ***********************
  
  ****************************************************
  
  **************
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:10/31/2023

  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.

  Would leave zero stars, chose them based on reviews and was told Monday car would be picked up and delivered Thursday. Car didnt get picked up till Tuesday late afternoon and wasnt delivered until midnight Saturday night. Per their email and text both those dates emphasized no later then which is a lie Called every day and was told we will compensate you and we are sorry but they would ever call back like they promised. Also its not their drivers they source them out. They game me the drivers wrong info then when I found the right number the person was extremely rude They offered me $100 credit, I reiterated to whomever I spoke with I felt my car was stolen.I had to pay for an Uber each day it was delayed and unfortunately had to go to the Er and had to call an Uber both ways.They are scam artists and I want full compensation

  Business Response

  Date: 10/31/2023

  Dear ********,
  
  We are sorry to hear about your experience and the issues you have encountered. First, we would like to clarify that our company operates with an estimated time frame of 1-3 business days for pickup, and delivery typically takes at least 4-6 days for the given location. Considering these facts, we picked up and delivered your vehicle within the estimated time frame. The image you attached clearly states "estimated pickup and delivery."
  
  Although we managed to adhere to the estimated time frame, we understand your frustration. We would like to clarify that, as per point 18 of the signed contract terms and conditions (which we are attaching here for your convenience), the pickup and delivery dates and times are estimated, not guaranteed, and can be subject to change due to various factors that *** affect transit time. In point 18, you will find the following statement: "SGT shall provide the Customer with an estimated pickup date and estimated delivery date. The customer acknowledges and agrees that pick-up dates and delivery dates are estimates! The customer further agrees and acknowledges delays *** occur prior to, and/or during, transport of the Vehicle due to various issues, including without limitation driver shortage, weather, and road conditions. SGT does not guarantee any pickup or delivery times or dates. SGT and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason. Further, SGT and Carrier are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle."
  
  While our dates are not guaranteed, we understand your frustration and we worked diligently with the carrier to secure compensation of $100. We also offered a $100 gift certificate as a gesture of goodwill. Our team members were constantly working to ensure the safest delivery of your vehicle.
  
  Your feedback is valuable, and we will use it to improve our services and communication. If you have any further questions or require additional assistance, please feel free to contact our support team.
  
  Thank you for your patience and understanding, and we appreciate your understanding in this matter.
  
  Warmest regards,
  
  

  Customer Answer

  Date: 11/01/2023

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

  They would never call me for updates I stated on Thursday I felt my car was stolen they made no effort to help.  Look at the dates listed said no later then for delivery and pick up, that was way off, I knew about the possible 4-6 days but they ensured me Monday -Thursday.  Driver didnt come till 2pm Tuesday and I paid someone $300 a day for missing work on Monday and Tuesday.  Then I called weds for update of expected deliver and sgt said Thursday but they cant reach the driver or carrier.  I Tried the number they gave me who was for a different driver.  Got the hr right number from my friend who had the drivers cell, sent him a text no response.  Called the next day and told he was on time and that his isnt his problem.  Sgt is a scam, I had to pay for Ubers for my family Friday and sat, one Uber trip was to the er for an injury.  
  

  we as consumers should not be scammed.

  I am looking to be made whole for the $600 I had to compensate the person eating for the car and $300 for Uber rides.

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

  Business Response

  Date: 11/01/2023

  Thank you for your response, ********. We greatly appreciate your feedback. 

  We are genuinely sorry to hear about your experience, and we apologize for any frustration you may have experienced due to perceived communication issues regarding changes in the delivery time frame. Regarding the response time of drivers, we acknowledge that immediate responses may not always be possible, leading to delays in getting updates. We appreciate your understanding in this matter. We'll conduct an audit of our communication process to address it with the carrier company. We value the importance of communication and are committed to rectifying any lapses to prevent such occurrences in the future.

  As outlined in contract point 18, the pickup and delivery dates are estimated and not guaranteed. Additionally, our email does not solely states "pickup and delivery no later than." It explicitly mentions, "estimated pickup and delivery no later than." We wish to provide a clear clarification.

  We regret to inform you that we are unable to provide financial compensation for the delayed delivery. However, please know that we take your concerns seriously, and we will address them with the carrier company. We appreciate your understanding and patience in this matter. Your feedback is invaluable, and we are committed to improving our services and communication to ensure a better experience for our customers going forward. If you have any further questions, please don't hesitate to contact us.