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:10/02/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  But your quotations says " charges provided by SGT to the CUSTOMER are valid for seven (7) calendar days." - you told me to lock in my contract so that the quote would be valid. So how does this make sense? I locked in my contract 3 weeks prior to the pick up.

  Your quotation then says "CUSTOMER understands that quotations are provided to CUSTOMER in reliance on the information furnished to SGT at the time the quotation is provided, and are subject to change based on actual weights, the actual make, model, or condition of Vehicle, dimensions, and volumes tendered by the CUSTOMER"- NONE of this occurred- none of this happened. 

  Your website says "Our prices include all taxes, toll fees, full insurance, and all other freight shipping costs. The price you get from us is the price you will pay for your car shipment." - THIS IS CLEARLY UNTRUE- THE ***** I GOT FROM YOU WAS INCREASED BY $300 THE *** BEFORE * *** WAS SUPPOSED TO GET PICKED UP. AND YOU THREATENED TO CANCEL THE CONTRACT OR DELAY THE SHIPMENT AND COULDNT GUARANTEE IF THE *** WOULD GET PICKED UP BECAUSE THE ***** YOU GAVE ME WAS TOO LOW.

  Regards,
  
  *************

  Business Response

  Date: 08/28/2023

  Thank you for contacting us, *********
  
  We sincerely regret learning about your recent experience and the dissatisfaction the service has caused you. Our unwavering dedication to customer satisfaction makes it disheartening to discover that these are the impressions you've retained from your interaction with us.
  
  It is crucial to highlight that, as was discussed with one of our representatives, point 3 of the signed contract states: "3. Quotations. Except as stipulated in a written agreement between the CUSTOMER and SGT, quotations concerning freight charges or other related fees, as provided by SGT to the CUSTOMER, remain valid for a duration of seven (7) calendar days. The CUSTOMER acknowledges that these quotations are furnished to them based on the information supplied to SGT at the time of quotation. They are subject to adjustments due to actual weights, the precise make, model, or condition of the Vehicle, as well as dimensions and volumes submitted by the CUSTOMER. Furthermore, they may be subject to modification due to unforeseen or unanticipated expenses, circumstances, or events beyond ***** ************************* it's crucial to note that our team offered this alternative option to you with the intention of preventing any potential shipment delays. We consistently prioritize transparency with our customers, especially in instances where shifts in the dynamic market could lead to undesired holdups.
  
  We deeply appreciate the time you've taken to communicate your concerns, and we genuinely hope that this explanation helps to clarify the situation. We extend our sincerest apologies and wish to assure you that the conversations between you and our team will undergo auditing for the purpose of ensuring quality assurance. Our aim is to ascertain that our team conveyed the facts in this delicate situation in the most effective manner possible, which aligns with our constant pursuit of excellence.

  Business Response

  Date: 08/29/2023

  Thank you for your response, ********. We greatly appreciate it.
  
  As indicated in the preceding sentences regarding the pricing, "Furthermore, these prices *** be subject to modification due to unforeseen or unanticipated expenses, circumstances, or events beyond SGT's control." The fluctuating market rates are beyond our sphere of control, and we place a high priority on transparent communication with customers whenever changes arise.
  
  We regret to learn that you perceived a sense of threat or potential order cancellation or delays when the alternative option was presented by the agent. Please be assured that under no circumstances do we intend to threaten our customers. We will thoroughly review this conversation to ensure that all proper protocols were followed.
  
  Regarding order cancellation, as stipulated in point 7(b) of the signed contract, "SGT reserves the right to cancel the order at any time, at SGTs discretion." Our constant aim is to fulfill shipments according to agreements while delivering exceptional service and experiences to each customer. However, instances where challenges arise in assigning a driver due to external changes or circumstances beyond our control *** necessitate cancellation. This action is taken only when it becomes impossible to complete the shipment.
  
  To express our apologies for the situation, we are prepared to offer a $100 restaurant gift certificate. If you are amenable to accepting this gesture, kindly inform us, and we will promptly dispatch a $100 electronic gift certificate to your provided email address.

  Customer Answer

  Date: 10/02/2023

  I booked a service with SGT **** on August 8th- with a guaranteed price/signed contract. Per the website and the contract, once you sign the agreement you are LOCKED in. The day before (august 22) my car was supposed to get picked up, they called me to tell me that the price is going up $300 and if I don't agree, they either cancel or will delay the entire shipment (knowing I needed the car to ship out the next day).I spoke to 3 different supervisors who basically yelled at me that the market was going up and that they had to comply and the quote they gave me was too low. HOW does a company just bait and switch the pricing when they know you are expecting the agreed upon services at the agreed upon price via CONTRACT?!? Not to mention they waited until the *** BEFORE to notify me of this mysterious price increase. They completely lied about 'price guarantee' and price lock in. And before I even signed, I asked 2 different people, if we were all set with price and date. They committed to both. So they breach their contract and then force you to accept a new contract with a higher price, the other way, they cancel on you, and you lose how many days you've been waiting for them.They don't care about their customers or about a BINDING contract- they care about lying to you and wasting your time. They say they keep you informed of the status of your vehicle and they're with you every step of the way- haven't heard from them since this conversation. Only was made aware of the vehicle's whereabouts via the 3rd party driver- this company is a complete scam. They pretty much practice unfair trade practice and misrepresent what they promise.

  Business Response

  Date: 10/03/2023

  Thank you for your response, ********. We greatly appreciate it.
  
  As indicated in the preceding sentences regarding the pricing, "Furthermore, these prices *** be subject to modification due to unforeseen or unanticipated expenses, circumstances, or events beyond SGT's control." The fluctuating market rates are beyond our sphere of control, and we place a high priority on transparent communication with customers whenever changes arise.
  
  We regret to learn that you perceived a sense of threat or potential order cancellation or delays when the alternative option was presented by the agent. Please be assured that under no circumstances do we intend to threaten our customers. We will thoroughly review this conversation to ensure that all proper protocols were followed.
  
  Regarding order cancellation, as stipulated in point 7(b) of the signed contract, "SGT reserves the right to cancel the order at any time, at SGTs discretion." Our constant aim is to fulfill shipments according to agreements while delivering exceptional service and experiences to each customer. However, instances where challenges arise in assigning a driver due to external changes or circumstances beyond our control *** necessitate cancellation. This action is taken only when it becomes impossible to complete the shipment.
  
  To express our apologies for the situation, we are prepared to offer a $100 restaurant gift certificate. If you are amenable to accepting this gesture, kindly inform us, and we will promptly dispatch a $100 electronic gift certificate to your provided email address.

  Customer Answer

  Date: 10/03/2023

  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.
  
  Sincerely,
  
  *****************