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:10/21/2024

  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 am military and was ****** to ******** and received a quote for 1046. I agreed to said quote and scheduled a date for pickup and delivery. I was told with the basic rate there was no guarantee but a window of being picked up between ***** and ***** and I said okay. Over the next few weeks agents called me trying to get me to do a premium I always declined. It was not until ***** I received a call from an agent telling me he had a deal where if I paid a premium I would get a guaranteed pickup date for ***** from 5-6:30pm and a delivery for ***** in the morning and it will be in an enclosed trailer. I first said let me think about it. Once I cleared the setup with my command I called back and confirmed I would choose premium if they can pickup on ***** and he said he would let the driver know. The next day my truck was not picked up but I got a text saying that it was. I called the drivers boss and have screenshots proving it was not picked up yet *** said it was and took my deposit. I PCSd and still dont have my truck or any info and now I have to pay 1300 tomorrow for nothing. I had two rent rental cars and Ubers because of false advertisement and fraudulent claims. All calls claim to be recorded and yet every agent I spoke to refused to provide me the recording or let me talk to a supervisor. I believe they outsource to other countries for their agents and make up names when you call them. I have plenty of emails and voicemails to provide as well.

  Business Response

  Date: 10/24/2024

  We understand shipping a car is not common for some and while we empathize with the Customer's frustrations, our internal audit concluded the transport was fully serviced according to the Customer Shipping Contract.

  Auto *********************** are performed with both open transport trailers and enclosed transport trailers.  Enclosed transport trailers offer more security and protection from the outdoor elements and therefore Motor Carriers with enclosed trailers offer their services for a higher premium price. In this particular case, the Motor Carrier with the enclosed trailer offered to pick up the vehicle the next day, however no guarantees were made as part of that.  We believe this is an unfortunate situation where the Customer assumed the increased cost for the enclosed trailer included guaranteed pick up service because the Motor Carrier offered to pick the vehicle up the next day.  However this was not the case, and it was not written in the Customer Shipping Contract. The Customer Shipping Contract requires the Customer to review the terms of service prior to agreement, and applying signature.

  We reached out to the Customer to discuss the matter, providing clear documentation *** operated transparently according to the agreed upon Terms and Conditions, and offering a partial refund in good faith.

  We are sorry for any inconveniences, but are happy the Customer received their vehicle safe and sound.

• Initial Complaint

  Date:09/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with this company was HORRIBLE!!!! It took 14 days for my car to be delivered 1500 miles! It was picked up on August 5 and wasnt delivered until August 19. The initial carriers truck broke down THREE times! I kept being lied to by customer support saying they were trying to contact the carrier company. Nothing was happening until I asked to be elevated to a supervisor! My car sat for 4 days before *** put in a dispatch for another carrier! They didnt even have the correct drivers number! None of the numbers *** had on file worked! They didnt make contact until I gave them the drivers number. Then to only compensate me $50 is unacceptable! I am military and will never work with *** again!

  Business Response

  Date: 09/06/2024

  Dear *******,

  We sincerely apologize for the inconvenience and frustration you experienced during the transport of your vehicle. We fully understand the stress this situation caused, especially with the significant delays and the challenges faced in communication. Please know that customer satisfaction is our top priority, and we deeply regret that we fell short in your case.

  As per the terms and conditions of your signed contract, point 18 clearly 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 the contract specifies that delays may occur and we are not obligated to provide compensation for late deliveries, we completely understand the impact this delay had on you. In recognition of the inconvenience caused, we offered and you accepted a $50 discount, along with an additional $50 discount code for restaurant.com, which has been sent to your email.

  Our team worked diligently to ensure your vehicles safe delivery, and we regret the breakdowns and issues that occurred with the original carrier. The carrier responsible for these delays will be placed on our watchlist, and we will take steps to prevent similar issues in the future.

  Again, we deeply apologize for the experience and appreciate your understanding. If you have any further concerns or questions, please feel free to reach out. We value your service and sincerely hope we can better serve you in the future.

  Best regards,

• Initial Complaint

  Date:08/01/2024

  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.

  We hired SGT auto transport to transport our car from ***** to ******** on May 11, 2024. On their website and in their marketing, they claim they have insurance against any damage to the car while transporting. Our car was damaged during the transport. We promptly informed SGT about the damage. They in turn provided us with an insurance certificate and asked us to contact the insurance company on the certificate - Progressive. The certificate turned out to be bogus or invalid and the insurance company told us that they had no active coverage.We have tried to contact SGT **** with the repair estimate multiple times but they have stopped responding.Essentially, SGT **** has been transporting consumer vehicles without proper insurance. So if a damage occurs to the vehicle, the consumer is on his own, just like us.

  Business Response

  Date: 08/01/2024

  
  Dear ****,
  
  Thank you for reaching out. First, we would like to apologize for any inconveniences you have experienced. We want to assure you that safety always comes first, and we make sure that our customers' vehicles are always insured during transport. In case there are any issues or anything goes wrong with the responsible carrier's insurance, we have our own insurance included as a backup.
  
  Currently, a claim has been filed with our insurance, but it is still being processed. Unfortunately, having an open claim can be a lengthy process, and at the present moment, there are no active updates that can be provided on the case. Rest assured, that our team has not forgotten or closed the case, and we will do everything we can to support you through this process.
  
  In the meantime, we kindly ask if you could respond to the email from our representative that was sent to you today with a video of the scratches again, as the old iCloud video you sent us seems to have expired. This video will be needed for the investigation.
  
  We appreciate your time and attention to this matter.
  
  Sincerely,

  Business Response

  Date: 08/13/2024

  We appreciate the feedback, although we must clarify the situation as what is being relayed has many inaccuracies.

  SGT did not damage the vehicle, as we never take physical possession of or transport the vehicle. Our services were to provide a licensed and insured motor carrier, those services were rendered on 5/8. Brokers and motor carriers are separate entities, all which we explain and are written in the signed customer contract before we begin our services.

  Federal Motor Carrier Safety Administration, the governing body for auto hauling, shows that both the carrier's operating authority and insurance was in effect for the full duration of the transport which ended on 5/15. Proof of that directly from the FMCSA portal was provided. This is also public information on DOT, that the customer declined in verifying for themselves.

  The carrier's insurer declined the customer's damage claim, not because there was no insurance policy, but because there was no coverage for the incident due to the customer failing to provide supporting evidence of their claim. The bill of lading was signed without documenting any exceptions, then an estimate containing far more than was initially reported was submitted. Cargo claims require verifiable evidence, they can not be processed on hearsay.

  The damage was not visible in the delivery pictures with damage pictures provided after the carrier had already left the delivery. We did our best to assist under the circumstances, however providing appropriate evidence to the insurance company is solely the responsibility of the claimant. SGT does not control insurance company's decisions and we can't force carriers to pay for undocumented claims.

  We understand the customer is upset, and we empathize with their situation, this is why we are clear and transparent with the roles of all parties and count on all parties understanding their role.  We are sorry we could not do more with the given situation, all information and documentation was provided to the customer along with other viable options to pursue their claim.

  A full audit of the order and situation was prompted after receiving a filed NY Attorney General complaint. The internal audit revealed SGT operated within Federal Transportation Law via the Carmack Amendment to the Interstate Commerce Act which governs the auto hauling industry, including cargo claims.

  Again, SGT operates fully transparent as a Freight Broker as acceptance of all terms and conditions of SGT’s services are represented by Amit Pamecha's signature, confirmed with email and IP mapping, as shown at the bottom of the customer contract which requires customers to view all terms and conditions before applying signature.

  Federal law and the signed customer contract specify that all damage liability sits with the motor carrier, the entity that took physical possession of the vehicle. Supporting evidence was provided to the NY Attorney General's office showing the motor carrier was authorized by FMCSA and DOT, their licensing and insurance portal showing LONDRILOG LOGISTICS with operating authority up to 5/21/24 and insurance up to 5/15/24 both which cover the duration of Pamecha's transport of 5/10 to 5/15.
  

  We always extend our assistance in such cases, but are limited in how we can assist if verifiable evidence isn't provided. Claims can not be processed based on hearsay. Unfortunately in this case, the customer called us to tell us about damage but did not document any exceptions at the point of delivery with LONDRILOG LOGISTICS which is a requirement per SGT T&Cs, LONDRILOG LOGISTICS's T&Cs and the insurance company.

  Therefore, at this time we consider this matter closed.

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was using this company to ship my truck, while Im active duty military from ***** to ************. At first, they said that the cost would be 1400ish for the shipment and would charge my credit card on file half of the cost and the other half cash. But they couldn't find anyone to do that so the found a different person for 1900ish said it was fine but need it to be all on the card not the half and half now the driver is holding my car because they failed to listen to their customer wishes. For reference only 179 was charged. In addition the documents I signed with or with out company policy states all payment options to include credit card and that 50% will be the deposit.

  Business Response

  Date: 07/29/2024

  Dear ******,
  
  Thank you for reaching out to us. First and foremost, we would like to offer our sincerest apologies for the experience you've had.
  
  However, it's important to clarify that as discussed with our verification agent prior to booking, it was agreed that you would pay the deposit using a credit card, with the remaining balance to be paid to the driver via Zelle upon delivery. This arrangement was confirmed during your conversation with one of our team members on July 12th.
  
  Regarding the deposit being 50%, we would like to clarify that the contract states "Maximum of 50%," which means the deposit can be up to but not exceed 50%. It is possible for the deposit to be less than 50%, but not more.
  
  We remain available to assist with any further questions or concerns you may have. Please do not hesitate to contact us.
  
  Sincerely,

• Initial Complaint

  Date:06/24/2024

  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 hired SGT ********************** to deliver a car for me from ********** to *******. I provided the car to them on Wednesday June 19th and told the car would be in ******* Saturday June 22. I told them I just need the car by Monday for work however Saturday comes, and you call the company and the response to the car won't be there today, Tomorrow. Then Sunday comes you check when the delivery is sorry, I can make the driver work 11 hours his logbook is full but will be there Monday *****. Monday comes and now still no car you can't go to work and the customer get totally screwed because I can't go to work either however the transport company still expects to be paid. This is totally unacceptable. If they could make the delivery, they should have never accepted the order. However, they still expect payment in full and you have no leverage as a customer to hold the business accountable for their work. I personally think they should provide me a full refund or reimburse me for having to use a car service to get to work and to my meetings 2 hours away which will cost half of what the shipping of the car cost. I really want someone to hold SGT ********************** Accountable. They should not be able to treat a customer like this and get away with it. Regards ***********************

  Business Response

  Date: 06/24/2024

  Dear ****,
  
  We sincerely apologize for the inconvenience and frustration you experienced with your recent car transport from ********** to *******. We understand the critical importance of timely delivery, especially given your need for the vehicle to attend work.
  
  We would like to address your concerns and provide some clarification based on the terms and conditions of the signed contract. Specifically, point 17 states:
  
  "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."
  
  While we strive to meet our estimated delivery times, unforeseen circumstances such as driver logbook restrictions, weather conditions, and road conditions can cause delays. We deeply regret that these delays impacted your ability to attend work and meetings, causing significant inconvenience.

  We understand how disruptive this situation has been for you. Although we cannot provide a refund or reimbursement for car service expenses or for the delays as the delivery dates are not guaranteed as per the terms of our contract, we greatly value your feedback and will use it to enhance our services and further address the issue with the carrier company.
  
  We appreciate your understanding and patience regarding this matter. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Regards,

• Initial Complaint

  Date:06/04/2024

  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 May 8, 2024 I signed a contract for SGT Auto Transport to deliver my ******************* car from *********, ** to ***********, **. SGT ****** picked up car on May 13, 2024 and promised a delivery date of no later than May 17, 2024. The ****** delivered my car to ***********, ** 3 days late and damaged. I receive my car at 1:15 am at night with a crushed roof and damage mirror. I showed the ****** *************************** the damaged roof and mirror. First he said he don't know happened. The ****** delivered my car on *************** which is one street over from my house where there was no lighting. It appears the ****** tried to conceal the damages intentionally by delivering my car late at night thinking I would not see the damages. My car body, vinyl sun roof and interior is totally black making it hard to see any damages. My friend and I noticed the damages with our cell phone lights. The ****** told me to call in and report damages to SGT. I told the ****** I need a written report of damages before he left. He refuse to give me a accident report. After I told him I need to call the police, he then went to his truck and filled in the bill of lading showing damages. I have submitted the car before delivery pictures and after damages picture's to SGT Auto Transport and ************************ I have also submitted to SGT and N Country Ins the bill of Lading filled in by ****** and 2 estimates for repairs and they have refused to give me a claim number or pay for repairs. The SGT ****** ******* called and ask me if he can pick car up and have it repaired. I told him no because when he delivered my car he was not honest and up front with me and tried to concel the car damages. I told him I would use the insurance provided by SGT in my order contract. I cannot trust him again with my car. The damages to my car my roof car has required me to put car in interior storage to prevent further water leakage to interior of car. I appreciate any help you can assist with please.

  Business Response

  Date: 06/04/2024

  Dear *****,
  
  Thank you for reaching out. We are genuinely sorry to learn about the damage to your vehicle. Our team places a high priority on handling damage cases promptly and thoroughly. According to our records, the claims process has already been initiated, and we have been in contact with the insurance agency regarding your case. We have been informed by the insurance that they are working on it. Once they are done with the damage claim and number, they will reach out to you.
  

  In the interim, if you have any further questions or concerns, please do not hesitate to reach out to us. We remain committed to assisting you throughout this process.
  

  Best regards, 

  Customer Answer

  Date: 06/11/2024

  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: 

   Nothing has been resolved 
  The driver ******* continues to call  insisting that I not file a insurance claim and let him pick my car up for repairs. I told ******* again and again because he tried to conceal his transport damages to car I will not trust him anymore with handling my car. I told **************** will use *********************** that was given to me in my SGT ***** contract to settle repairs. Every ******************* is hand made and 99.9 percent of shops will not work on these cars. It requires a specialty auto body and vinyl top shop. I used the phone and drove for 4 days all over ************* and ************* trying to find a ******************* repair shop. After sending SGT and *********************** 2 estimates I still don't have a claim number or have reached a settlement agreement for repairs with SGT or the insurance. *********************** have not contacted me at all, I received only one email from ****************************; claims analyst stating send before and after accident photos with estimates which was done in May. I have not heard from SGT or *********************** since May. There has been no resolution, replies or changes since I filled this complaint. 
  
  Thanking you again for your consideration.

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

  Customer Answer

  Date: 06/18/2024

  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:

  Friday I received 1 phone call from ****** with SGT stating insurance told him they had been calling me but unable to reach me. I told ****** insurance has never called me at all. ****** then said he will ask his supervisor to see we can file a claim with  SGT *************************************** I received a call from ***** with SGT. ** said he was a supervisor and he said  it was my job to called insurance and get a claim number. I explain to him I have done that 3 times and sent all the documents they requested. I told him let's do a conference call and try to get to the bottom of this because SGT and Insurance is blaming me for not getting a claim number. ***** put me on hold over 20 minutes came back and said he spoke with a supervisor at *********************** ********* and she said they are waiting on a statement from the driver and my car need to be inspected. I gave them the address where car is being stored. I feel the driver needs to be inspected for trying to cover up the accident and holding back on his statement of how he damage my car. It appears the driver delaying trying to save his job, carrier record or insurance premiums from being raised or cancel. It also seems that SGT and *********************** is covering for each other hoping I will get frustrated and go away. June 20th wil be 1 month since the driver ******* delivered my damaged car and still no claim number has been provided to me by SGT or ***********************.

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

  
  
  
  
   
  

  Business Response

  Date: 06/18/2024

  Dear *****,
  
  Thank you for your response. We would like to once again extend our sincerest apologies for the delays and inconveniences you have experienced. It is important to note that damage cases require investigation and may sometimes take longer than anticipated to be resolved. Our team is still actively working on the case and is in pursuit of the carrier for a potential resolution.
  
  We would also like to draw your attention to point 12 of the signed contract terms and conditions, which states the following: "12. Limitations of Liability and ******. SGT is a broker only and not a Motor Carrier. SGT has no responsibility to transport and deliver Customers freight but is solely responsible for arranging transportation with a motor carrier authorized by regulatory authorities. SGT is not involved in insurance matters or claims related to damage to the cargo. The Customers sole remedy for any claims for damage is against the Motor Carrier."
  
  Additionally, point 12(a) of the signed contract states: "Damage/Freight Claims. SGT **** facilitate and attempt to assist in the resolution of freight claims but has no responsibility or liability related to any claim. The Carrier is responsible for adjusting, paying, declining, or resolving freight claims."
  
  As per the terms and conditions of our contract, our company will facilitate and attempt to assist in the resolution of freight claims but holds no responsibility or liability for any claims. The current process aligns with the signed terms and conditions of the contract. Our team will continue to monitor the situation and we are available to assist you with any further questions or concerns you may have.
  
  Thank you for your understanding.
  
  Best regards,

• Initial Complaint

  Date:05/30/2024

  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 purchased a 2022 Porsche Taycan from a Porsche dealership in *********, ********. I hired SGT to ship my vehicle from ** to *****, *****. During transport, my vehicle was damaged (see all issues/images/receipts) and I was instructed by SGT to work through the carrier - ** ***** LLC. I obtained the name of the insurance *************** and submitted a claim. I was then handed off to a Great ************************ representative, *******************************. After submitting all relevant information, repair receipts, damage photos and everything required, I was told my claim was going to be denied due to carrier coverage. I specifically was told this by ***: Unfortunately Great American does not have coverage for this claim. A letter was sent to the insured this morning detailing this decision and the reasoning behind it. Since the policy is a primary holder policy, I am unable to divulge any policy details or our disclaiming reason to you. Please follow up with ** ***** if you have any questions regarding the disclaimer.SGT claiming that all of their carriers have coverage for any damage incurred to vehicles in transit is false. I had over 4200 dollars worth of damage (I only repaired the most critical due to the high cost) and no resolution by any parties involved. **** ** ***** LLC, Great ************************ and ************* do not provide coverage. Had I known this insurance coverage by a carrier is false, I would have never purchased a vehicle that needed to be transported so far. At one point, ******* and Great American told me to file a claim through MY INSURANCE. I wasnt even near the vehicle and I'm not paying a deductible for repairs when its SGT/** ***** and others at fault. I'm seeking to be totally refunded for the shipment and money for damages.

  Business Response

  Date: 05/30/2024

  Dear ****,
  
  Thank you for reaching out. We are deeply sorry to hear about the situation and all the inconveniences you experienced. However, we would like to bring to your attention our damage policy, specifically point 12 of the signed contract, which states the following:
  
  "12. Limitations of Liability and ******. SGT is a broker only and not a Motor Carrier. SGT has no responsibility to transport and deliver Customers freight but is solely responsible for arranging for transportation of Customers freight with a motor carrier authorized to transport Customers freight by applicable regulatory authorities. SGT has no responsibility, liability, or involvement in the issuance of insurance, the denial of insurance, or the payment of claims. The Customers sole remedy for any claims for damage to the cargo is against the Motor Carrier. The Motor Carriers governing Rules Tariff and/or Carriers contract with BROKER determines the Carriers liability and limitations of liability. CUSTOMER is subject to such provisions of the Carriers Rules Tariff and/or contract with SGT. ********* Tariff terms or Insurance information will be provided to the CUSTOMER upon request. (a) Damage/ Freight Claims. 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."
  
  Our team worked diligently to help resolve the situation, however, as stated in the contract, SGT has no responsibility, liability, or involvement in the issuance of insurance, the denial of insurance, or the payment of claims.

  Once again, we apologize for any inconveniences caused.

  
  Best regards,

  Customer Answer

  Date: 05/31/2024

  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:

  On the SGT Auto Transport website, you specifically state *************** Coverage - Rest assured we got you covered" and when you scroll over the icon for more information it states "Rest assured, our all-inclusive car shipping prices already encompass comprehensive insurance coverage ensuring complete security for your vehicle during transport.  Your piece of mind is our priority, and we go the extra mile to provide a seamless and worry-free shipping experience from start to finish".  

  It seems that you DO NOT provide full coverage and DO NOT ensure the carriers you work with provide full coverage. A key reason I decided to work with SGT is that your company stated full coverage was included in the price.  Given the distance this car would be travelling - from ******** to ***** - this was a major concern of mine.  Your company is falsely advertising that the cars you transport are covered from damages during transport.  

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

   

   

   

   

  
  
  
  
  
   
  

  Business Response

  Date: 05/31/2024

  Thank ****************, for your response. We would like to advise that, as agreed upon, the insurance certificate was provided. Unfortunately, as stated in point *********************************************** the signed contract and publicly available on our website *******************************************************, SGT has no responsibility, liability, or involvement in the issuance of insurance, the denial of insurance, or the payment of claims.
  
  ************ in point 12(e) you will find the following information regarding insurance:
  
  "(e) Insurance. CUSTOMER represents and warrants it has insurance or is self-insured to satisfy any damage or loss of freight involving the brokerage services of SGT. ************ 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."
  
  The terms and conditions of the service are transparent and publicly available on our website, as well as in the contract that each customer acknowledges before signing. Do not hesitate to contact us if you have any other questions or concerns.

  Customer Answer

  Date: 06/03/2024

  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:

  Your (SGT's) website is intentionally misleading. Stating that my vehicle is fully covered/insured when it IS NOT, is misleading and unethical.  You need to refund my transportation to cover a fraction of the repair damage done to my vehicle.  

  I understand what your fine print says but the advertising on your website says something very different. Its conflicting and you need to remove that verbiage to ensure other consumers have full transparency around what type of service they can expect from your company. 

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

• Initial Complaint

  Date:05/13/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 **** initially provided us with a quote of $1045 for transporting our vehicle ****** Bolt EUV) from **********, ** to *********, ***********, assuring us of delivery within 4-5 days. However, upon booking them on April 29th, they failed to secure a carrier within the promised 3-day timeframe. Instead, they informed us after 5 days that the carrier they had arranged demanded $1430, claiming the initial quote was merely an estimate, a detail not previously disclosed.Despite reassurances from SGT *************** about the efficiency of the selected carrier and promises of swift service, our concerns grew when the carrier failed to commence the shipment even after 3 days beyond the promised delivery date. Despite repeated inquiries about potential discounts for the delay, SGT assured us that the carrier would offer concessions.By the end of the week, a full 3 days past the expected delivery date, we learnt that the carrier had not even departed from **. As of today, over 10 days since our initial contact, our vehicle remains undelivered, with no updates from either the carrier or SGT **** regarding its whereabouts. Communication attempts with the carrier have been futile so far.

  Business Response

  Date: 05/13/2024

  Dear *******,
  
  We regret to hear about your experience. However, we must inform you that we were unable to locate a booked order in our system that matches your first and last name or the email address you provided.
  
  We kindly request that you add the order ID so that we can provide further assistance and address any issues that occurred with the order.
  
  We appreciate your time and attention to this matter.

  Customer Answer

  Date: 05/13/2024

  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:

  The order id is ******.

  Till today you are giving me empty promises that you will provide me the location of the vehicle. Till date your representative is lying that the car is at the yard after trailer broke. If trailer broke on Thursday why is our car still there?

  I am suspecting car theft. Your representative also didnt provide us the name of the carrier company.

  The phone number given to us does not work. I will file a car theft report if you do not cooperate.

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

  Customer Answer

  Date: 05/21/2024

  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 asked you to detail the steps you took so far to make the carrier company pay for the storage and towing fees.

  You have failed to answer that at all.

  Please do not use vague language in your answers. 1. Just provide us the steps that you took from Thursday to today Tuesday to get them pay for the vehicle and release the vehicle. 2. Give us a proper answer on when your insurance will pay if carrier is unable to pay.

  The current towing and storage charges at ***** Towing is $1365 and they have already started the process of selling our car.

  The key fob is still missing,

  I will make sure I fight this injustice and monetary harm you caused us.

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

  
  
  
  
   
  

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  They have successfully resolved my complaint and reimbursed me for the damages.
  
  ******* *****
  

  
  

   
  
   
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:05/10/2024

  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.

  SGT guaranteed car pick up within a three day business window between May 6th through May 8th 2024. They did not meet this timing and offered me a pick up window three days later and for an additional $265 as well as $1,200 required in cash. This is the second time they increased cost from their quotes. They are doing false marketing by not meeting their pick up windows and charging more money last minute.

  Business Response

  Date: 05/10/2024

  Dear ****,
  
  Thank you for reaching out and sharing your concerns. We would like to first offer our sincerest apologies for any inconveniences you experienced. We always strive for customer satisfaction, and we are sorry to hear that your experience was less than satisfactory.
  
  We would like to clarify that we operate with estimated, not guaranteed, windows, dates, and times for pickup, as stated in the contract. To avoid further delays, our team identified an alternative option that required additional funds. This option was presented to you and accepted, after which a contract was signed by you for the updated rate. Our team is trained to be transparent and always present any alternative options when they become available so we can allow the customer to choose the best course of action for them. Therefore, a refund cannot be provided as the option was accepted and approved by you as a customer before the driver was assigned.
  
  We appreciate you accepting the option; however, we understand your dissatisfaction that it was for a different quote than your initial one. As a token of apology, our company is willing to offer a $100 electronic discount code that can be used for ***************************. Please let us know if you accept this offer, and the code will be emailed to you promptly.
  
  We once again offer our sincerest apologies for any inconveniences caused.
  
  Sincerely, 

• Initial Complaint

  Date:04/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/20/24 my husband and I executed an agreement with SGT Auto Transport to move our ******************************************* *************, ******* to our current home in **********, ********. The pick-up window would be 3 working days, beginning 4/17/24. The cost (tariff) would be $669.00. I called SGT before I returned the signed agreement and asked if that quoted tariff was final. I don't know the person I spoke to but I was told the price was certain. I signed and returned the agreement. To my shock, when the 4/17 date neared, I called SGT and was now quoted a price $400 higher! My husband and I are on a fixed income and had just spent a considerable amount of money to move from ******* to ******** and that was just not in our budget. When we argued about the increase in price, SGT refused to talk about it and canceled our reservation on April 18. We then had to go to great lengths to find another way to move the car. It is now in ********, thanks to my 72 year old husband risking his health by driving it all night.

  Business Response

  Date: 04/30/2024

  Thank you, ********, for reaching out.
  
  Firstly, we would like to offer our sincerest apologies regarding the difficulties you encountered with the service. Customer satisfaction is always our top priority, and we are sorry to hear that you remained disappointed with the service. However, we would like to note a few things regarding the case, as our team strictly followed the terms and conditions of the signed contract, which we are attaching here for your convenience.
  
  In point 17 of the contract, you will find the following: "17. 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 the 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."
  
  Regarding the price change, we would like to note that the order was booked with that price for the first available date in March, and the customer later updated the first available date for ****** which is approximately four weeks later than the initial window that the quote was provided for. Given the dynamic market, in point 3 of the contract, you will also find that quotes are valid for 7 days, as the market rates are dynamically changing, and a 3-4-week difference can affect the quote provided.
  
  Our team was transparent that for the current market rates, a carrier cannot be assigned for the price agreed upon, and it proceeded with cancellation, which is also in accordance with point 7(b): "SGT reserves the right to cancel the order at any time, at SGTs discretion."
  
  We deeply regret that we weren't able to complete the shipment for you and that you were left in such a difficult situation. However, it's important to note that all proper protocols were followed, and the contract policy was adhered to. When there are factors that are out of our control to complete a shipment before we cancel a certain order, we always make sure to present all possible alternatives to our customers to achieve a positive outcome, and the best option we had in the current moment was promptly and transparently presented to you.
  
  As all points of the signed contract were followed, and there were no charges made on your account, we won't be able to offer a refund or financial compensation for the situation. However, as a token of apology, we can offer a $100 discount gift code for ***************************. Please let us know if you find this compensation suitable, and we will promptly email you with the gift code.

  Customer Answer

  Date: 04/30/2024

  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:

  To quote ****** shipping, "Unfortunately, there are too many customer horror stories littered all over Yelp, the BBB, ****** and Transport Reviews highlighting the customer service problem. Sometimes its a case of car shipping companies not communicating with customers. Other times, its bait and switch where customers get an estimate online then discover its an inaccurate cost to ship a car...Given how common these bad experiences are, someone new to the industry might assume customer service is indeed dead and all car shipping brokers are unethical and dishonest."  That's my feeling about this experience, particularly after I called other auto shipping brokers.  Several quoted a ridiculous price of $350-$500 to ship my car from ******* to *********  They then swore that would be the total price, which I knew was a lie.  I found that to be typical of many brokers and just another example of SGT's deceptive practice.  No thank you to a $100 restaurant discount code.  Communicate better - I know you can. 

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