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:06/27/2025

  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.

  Company: Safe Auto Trucking LLC MC Number: ******* Order Number: 31127297-SF Date: June 23, 2025 Amount Charged: $200 deposit I was quoted an all-inclusive $495 price via text message by Safe Auto Trucking LLC for transporting my vehicle from **************, ** to ************, **. Based on this written quote, I signed the electronic order form and paid a $200 deposit.After I paid, they told me the price would be increased to $1,195. This was never mentioned in the contract or messages. I refused the new price and requested cancellation, but they would not refund the deposit. The company used a bait-and-switch tactic to secure payment, which is fraudulent and unethical.I have attached evidence of the original quote, invoice, and written communication.

  Business Response

  Date: 06/28/2025

  We appreciate the opportunity to respond to this concern and would like to clarify the facts of this transaction.
  The customer received an initial estimated quote of $495 for transport from **************, ** to ************, **. This quote was provided based on market conditions at that time, and it was clearly statedboth in our terms and during initial communicationthat quotes are subject to change until a carrier is secured and the final price is confirmed.
  After the customer signed the electronic order form and paid the deposit, we diligently attempted to assign a carrier. However, due to increased carrier rates and high demand, the available rate from our verified carriers was significantly higher than originally estimated. This updated rate of $1,195 reflects the actual market rate required to successfully transport the vehicle within the requested timeframe.
  It is important to note that no carrier was ever dispatched and the customer was informed of the updated rate prior to any driver being assigned. Additionally, our terms and conditions, which the customer agreed to upon placing the order, state that the deposit is non-refundable once the service process has been initiated, which includes carrier search, route planning, and dispatch attempts.
  There was no intent to mislead or engage in unethical conduct. The situation is a result of market fluctuations, which are unfortunately outside of our control. Our team made every effort to secure the lowest possible rate and offered the customer the option to proceed or cancel without further obligation. We regret that the customer chose not to move forward, but we firmly maintain that our actions were transparent, in accordance with industry standards, and consistent with our terms of service.
  We remain committed to customer satisfaction and are willing to work toward a resolution if the customer wishes to proceed with future transport under mutually agreeable terms.
  Sincerely,
  Customer *********************start="2307" data-end="2310"> Safe Auto Trucking LLC
  **********************************************************

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against ,Safe Auto Trucking LLC, regarding significant damage done to my sons vehicle, a 2015 ***** GS 350 (VIN #JA014501), during transport from **********, ** to *********, ** (Load #********) on 2-18-2025.Upon arrival, the vehicle was missing the lower rear bumper spoiler and had visible rear-end damage not present at the time of pickup. We have photo documentation showing the condition of the vehicle in ************** prior to shipment. The vehicle was delivered in the middle of the night (between 1 and 2 a.m.) in poor lighting conditions, making proper inspection difficult. Despite this, the companys driver failed to take photos of the rear bumper area upon delivery, unlike the comprehensive documentation taken at pickup.The company offered a small cash settlement ($800), which does not cover the cost of repairs, then later withdrew communication and denied responsibility, stating that we signed the Bill of Lading. We find this response unacceptable given the clear discrepancy in photo documentation and the lack of transparency in the delivery process.We are requesting that the company take full responsibility and pay for the damages as documented in the repair estimate totaling $2,694.54, or arrange for equivalent repairs at a reputable shop in *********. We believe this company acted in bad faith and failed in their duty to deliver the vehicle in the condition it was entrusted to them.We ask the BBB to investigate and intervene in this matter to help us reach a fair resolution.

  Business Response

  Date: 06/24/2025

  Dear Jaden ********,
  Thank you for your complaint regarding the shipment of your 2015 ***** GS 350 (VIN #JA014501) from **********, ** to *********, ** under Load #********. We sincerely regret that your vehicle sustained any damage during transport, and we understand how upsetting this experience has been for you and your son.
  We would like to provide some clarity and outline next steps that can help bring resolution to this matter.
  
  1. Broker Role and Carrier Responsibility
  Safe Auto Trucking LLC is a licensed auto transport broker, not the carrier. Our role is to facilitate connections between customers and *****-licensed, insured carriers. We do not own or operate trucks, nor do we take physical possession of any vehicle at any point during the transport process. The actual shipment of your vehicle was performed by an independent carrier, who assumed full responsibility for the vehicles condition upon pickup and delivery.
  
  2. Damage Claims and Insurance Process
  Because damage occurred while the vehicle was in the carriers custody, their cargo insurance is responsible for covering any legitimate damages that occurred during transport. We are fully committed to helping you through this process and will provide:
  The carriers full insurance policy information,
  Contact details for their claims department, and
  A copy of the Bill of Lading and pickup photos submitted by the carrier.
  Once you submit your documentation (including before/after photos and the repair estimate) to the carriers insurance, they will begin processing your claim. We have seen many similar claims successfully resolved through this route.
  
  3. Regarding the Bill of Lading and Delivery Timing
  While the Bill of Lading may have been signed at delivery, we understand that nighttime delivery can make inspection more difficult. That said, signing the *** without noting damages may delay the claim process but does not automatically eliminate coverage, especially if photographic evidence exists. The carriers insurer will evaluate these factors and determine the outcome based on the documentation provided.
  
  4. Our Commitment to a Fair Resolution
  Safe Auto Trucking is not denying responsibility out of bad faith we are simply ensuring that claims are processed through the appropriate insurance channels, which is the standard and lawful procedure in the transport industry. We will continue to assist you in coordinating with the carrier and ensuring they are responsive and cooperative in resolving your damage claim.
  We are happy to share all relevant documentation and remain available should you need additional assistance navigating the claims process.
  Sincerely,
  Safe Auto Trucking LLC
  **********************************************************
  Phone:************

• Initial Complaint

  Date:06/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was given a price of 650 to transport a vehicle. Time went by and they were never able to find someone to transport vehicle for that price. They set up a carrier that wanted more than the agreed upon amount and told them not to proceed. They then charged me ******************************************************* my money

  Business Response

  Date: 06/23/2025

  Dear ***** *****,
  Thank you for your feedback. We understand how important it is for customers to feel confident in their vehicle shipping arrangements, and we would like to clarify the situation and address your concerns.
  
  1. Initial Quote and Industry Standards
  Safe Auto Trucking LLC operates as a licensed auto transport broker, meaning we work to connect customers with independent carriers (drivers) who accept transport jobs at market-based rates. The initial price of $650 was a quote, not a guaranteed rate. As is standard in the auto transport industry, quotes are based on current market conditions and are subject to change depending on fuel prices, truck availability, route demand, and more.
  Our goal is always to fulfill the quote provided, but if no carrier accepts the job for that amount, we must inform the customer of the updated market rate which we did in this case.
  
  2. Carrier Offer and No Forced Dispatch
  After continued efforts, we located a carrier willing to complete the transport, but at a higher price than the initial quote. We did not force the customer to accept this rate and did not dispatch a carrier without consent. When the customer declined the new price, we respected their decision and did not move forward with the shipment.
  
  3. Deposit and Dispatch Process
  The $200 deposit collected was in accordance with the terms and conditions agreed to at booking. This deposit covers the administrative work of listing the vehicle on national load boards, communicating with multiple carriers, and negotiating on the customer's behalf.
  Per our policy, once the dispatch process has begun and we have spent resources securing carriers, the deposit becomes non-refundable, even if the final shipment does not occur. This policy is industry standard and is outlined in our agreements for full transparency.
  
  4. No Service Violation Occurred
  At no point did Safe Auto Trucking misrepresent services or proceed without the customer's approval. We acted in good faith to find a carrier, notified the customer of the updated rate, and ceased action when they declined. While we understand the frustration, no breach of contract or misrepresentation occurred.
  
  5. Commitment to Customer Service
  We genuinely regret that this situation did not result in a completed shipment and apologize for any confusion or inconvenience. We take all feedback seriously and are happy to discuss any details directly with the customer.
  Thank you for the opportunity to respond.
  Sincerely,
  Safe Auto Trucking LLC

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

• Initial Complaint

  Date:06/13/2025

  Type:Order 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.

  After I moved my mother's truck, I was contacted by someone from ********* about moving it. I told them I would keep their #, should I need a vehicle moved in the future. When I found a classic Mustang I wanted, I contacted them. ***** quoted me $300 "total" in mid May 2025. When he sent me the contract to *****, it was $300 + $100 up front deposit. I signed anyway & paid the deposit. He later says it will be over $600 - I think he said $649. I declined, but told him I'd give him until the morning to find a driver. The next afternoon, he says he found one for $500 total. I signed a new contract for the $100 deposit & $400 to the driver on delivery. I asked ***** for the driver's DOT#, per the contract. He never provided it. Today, I get a text from someone saying they have my car & that I agreed to pay the driver $500. I called ***** several ********* called Safe Auto several times. When I finally got ahold of someone at Safe Auto, they simply transferred me to *****. He kept saying it was a misunderstanding. There was NO misunderstanding. I have a contract. They lied to the driver, telling him I agreed to pay $500 on delivery. I NEVER agreed to that. ******* resolution was that I pay the driver the $500 & he'd give me a discount next time. I would NEVER hire such disreputable people again!! They did a ************** lied to me AND the driver, and broke their own contract!

  Business Response

  Date: 06/22/2025

  Dear ****** ******,
  Thank you for bringing this matter to our attention. We sincerely regret any frustration or inconvenience the customer may have experienced throughout the auto transport process. However, we respectfully disagree with the characterization of events and would like to provide clarity regarding how the transport industry operates and Safe Auto Trucking LLC's role in this transaction.
  
  1. About Safe Auto Truckings Role
  Safe Auto Trucking LLC is a broker, not the carrier. This is a common structure in the auto transport industry, and it is clearly stated in our agreements and explained to all clients. As a broker, our responsibility is to connect customers with independent carriers (drivers) who are willing to transport their vehicles for a rate agreed upon by both parties.
  We do not physically move the vehicles, and we do not control the final rates carriers are willing to accept these fluctuate based on market conditions such as fuel prices, driver availability, distance, and vehicle type.
  
  2. Regarding the Alleged Rate Change
  The customer was initially quoted a price based on market rates at the time of the inquiry, and was notified promptly when carrier availability required a higher rate. This is standard industry practice, as transport rates are subject to change due to demand and supply fluctuations especially for classic or specialty vehicles like a Mustang.
  When a driver agreed to complete the shipment for $500, the customer was offered a new contract, which they accepted and signed. At that point, Safe Auto Truckings responsibility as a broker was to secure a qualified driver at the rate agreed upon, which was done in good faith.
  
  3. Driver Payment Confusion
  It is unfortunate that a communication issue may have occurred between the carrier and the customer regarding the final balance due at delivery. We understand the frustration this can cause. However, our contract clearly outlines the customer's financial responsibility to the carrier, and once the driver is dispatched, the terms must be honored.
  We do not benefit from discrepancies between the driver and the customer and do our best to ensure both parties are on the same page. Any miscommunication here appears to be between the customer and the independent driver not ********************.
  
  4. Contractual Agreement
  The complainant mentioned they signed a contract and indeed, they were not charged more than what they agreed to in the final contract. Our records show the dispatch sheet and signed documentation clearly reflect the correct amount and breakdown.
  
  5. Our Commitment
  While we empathize with the complainants dissatisfaction, we stand by the fact that no bait and switch occurred, and Safe Auto Trucking acted in good faith at every stage. Auto transport is a dynamic industry where rates and availability can change rapidly. We made every effort to secure a reasonable price for the customer, even after the initial driver fell through.
  We always encourage customers to communicate with us directly if any concerns arise. We strive to provide fair and transparent service and are open to improving communication where needed.
  Thank you for the opportunity to respond.
  Sincerely,
  Safe Auto Trucking LLC
  **********************************************************
  ************

  Customer Answer

  Date: 07/11/2025

  In your own rebuttal to my complaint, you state Safe Auto Trucking,LLC will write a new contract to reflect the new cost of shipping, once a driver has been found, but the cost is higher.  This was done, but NOT for the final cost.  I contacted someone who told me his name was ***** in mid May about moving my Mustang.  In June, the car was finally ready to be moved. The primary quote was $300.  The first contract was for $400 - $100 to Safe Auto Trucking & $300 to the driver.  ***** said he couldn't find a driver for that price.  He called back the following afternoon & we completed a contract which was for $500 - $100 for Safe Auto Trucking and $400 for the driver.  We were surprised when the driver said I had agreed to pay him $500 in addition to the$100 to the company. I NEVER AGREED TO THAT!  By your own response to my complaint, there should have been another contract signed by me which states the total price to ship my Mustang was $600.  There is NO such contract!!  Bait and switch or improperly trained personel, it amounts to the same thing. The employee  of Safe Auto Trucking with whom I worked did not adhere to the latter contract where we agreed my car would be transported for $500, INCLUDING the company's fee.
  

  
  

  Please, find attached both contract I esigned with Safe Auto Trucking, LLC

   

  Business Response

  Date: 07/12/2025

  Hello Dear Customer

  After carefully reviewing our records and communication with the customer, we would like to clarify several important points:
  
  Multiple Contracts Were Signed: As the customer correctly mentioned, an initial quote was provided based on estimated market rates at the time. Once a driver was located willing to transport the vehicle, a revised contract was issued and electronically signed by the customer reflecting the updated total cost. We clearly explained that the price may change based on driver availability, which is a standard industry practice. This process was transparent and agreed upon by both parties at the time.
  Service Was Successfully Completed: The customers vehicle was picked up and delivered without damage or delay. The carrier assigned to the load fulfilled the transport in a timely and professional manner.
  Deposit Refunded: Although our company acted in good faith and the service was rendered, we have already refunded the $100 deposit collected by Safe Auto Trucking LLC as a gesture of goodwill and to resolve any misunderstanding regarding pricing or contract terms.
  While we acknowledge the customers concerns about miscommunication, we want to assure you that no bait-and-switch tactics were used, and our staff followed standard procedures, including clearly updating contract terms when pricing changed. If there was any discrepancy between what was explained and what the carrier later requested, we apologize for the confusion and are happy to discuss that further.
  We remain committed to transparency and excellent service, and we hope this resolution reflects our efforts to make things right.
  Sincerely,
  Safe Auto Trucking LLC
  ************
  **********************************************************
  

  Customer Answer

  Date: 07/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I accept their apology, though they were incorrect that it was made clear. I urge them to provide further training to the gentleman who told me his name was ***** (whom I was later told was fired several months ago). 
  My acceptance is contingent on receiving the refund stated in their response. 
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:06/04/2025

  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.

  I needed to ship my car from ******, ** to ***********, **. I got on the internet and within a few minutes lots of Trucking companies were calling about my car being shipped to ***********. I chose Safe Auto Trucking LLC. (************, **.). This company was the only one from area code (610). They gave me a quote for $700.00. I agreed & ***** sent me the contract. I signed it and I payed a $300 deposit. I have to pay $400 when it was delivered. This was yesterday (6-3-25). ***** told me that he would get me a driver within 2 days. Today he calls me and said that he has a driver but that it would cost $2500. I told him absolutely not. All day he has called me with a cheaper price. The last one being $1300. The contract was for $700 not $1300. Now, I'm having calls after calls from area code 610 and they all have a Russian accent. The same as *****. This is ridiculous. I want him to either do the job for $700 like the contract says or refund me my $300 deposit. The contract states that I can't ship it with another company for 10 days. I don't have 10 days to wait. If he knew that he couldn't do it for $700 then he should have never agreed and made me pay a $300 deposit. Thank You for your assistance.

  Business Response

  Date: 06/22/2025

  Dear Juan *******,
  Thank you for bringing this matter to our attention. We take customer satisfaction seriously and would like to clarify the situation based on our records and industry standards.
  
  1. Initial Quote and Industry Reality
  When the customer initially contacted **********************, they were provided with a quote of $700 based on market conditions at that specific moment. As a licensed auto transport broker, our role is to locate a carrier (independent truck driver) who is willing to accept that quote. Its important to understand that quotes are not guaranteed prices, as the auto transport industry operates on a supply and demand system, which can fluctuate daily especially for long-distance routes like ************* to ***********
  Quotes are always estimates until a carrier officially accepts the job. If no carrier agrees to the proposed rate, adjustments may be necessary to match real-time market demands. This is not unique to our company it is a standard and transparent practice throughout the auto transport industry.
  
  2. Deposit and Driver Search
  The $300 deposit collected was not for guaranteed delivery at the original quote, but rather for initiating the dispatch process and securing a driver. When it became clear that no carriers were willing to take the job for $700, our representative promptly communicated alternative pricing options. The customer was never obligated to accept a higher price, and no driver was dispatched without their approval.
  
  3. No Service Rendered, Deposit Refund Policy
  While we understand the frustration, our terms and conditions (available before booking) clearly state that the deposit is non-refundable once the dispatch process begins even if a driver is not secured at the initial quote. These funds cover administrative costs, time spent searching for a carrier, and reservation on national load boards. That said, no final contract was enforced and no service was performed without the customers full agreement.
  
  4. Unrelated Follow-up Calls
  We do not control third-party solicitation from other brokers or dispatchers who may have seen your information on public load boards. We strongly advise customers to avoid submitting shipping requests to multiple lead-generation sites, as doing so can result in overwhelming call volume from numerous companies in the industry.
  
  5. Commitment to Transparency
  At Safe Auto Trucking LLC, we aim to provide fair, transparent, and realistic options to every customer. We regret that this experience did not meet the customer's expectations, but we firmly believe our team acted in good faith, provided clear communication, and followed standard industry procedures throughout the process.
  We are happy to revisit this matter if any misunderstanding remains and sincerely thank the customer for their feedback.
  Sincerely,
  Safe Auto Trucking LLC
  **********************************************************
  ************

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Need a Refund of $725.00 due failure to pickup and deliver item on agreed time frame.Item was for a US ******************* Member

  Business Response

  Date: 04/28/2025

  Hey Good Morning. Dear *****, We have already completed our take
  If you have any other concern, just let me know. 
  Thanks 
  Best Regards
  Safe Auto Trucking LLC.

• Initial Complaint

  Date:04/23/2025

  Type:Billing 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.

  Complaint Summary:I contracted Safe Auto Trucking LLC to transport my vehicle from *****, ** to ***************, **. Per the signed agreement, I was quoted a total of $1,700, with a $400 reservation deposit to be paid to Safe Auto Trucking LLC and a $1,300 balance to be paid directly to the driver upon delivery.However, I was ultimately charged three separate times by Safe Auto Trucking LLC totaling $1,040, as reflected in my attached bank statement. Additionally, I paid the carrier (Marcianos Trucking LLC) $1,000 via Zelle at the time of delivery, also attached as proof. This brings my total payment for this service to $2,040, which is $340 more than agreed upon.Despite multiple attempts to contact *****, the Safe Auto Trucking representative who managed this shipment, I have not received any response or resolution.Timeline of Charges:Mar 31, 2025: $416.00 charge Safe Auto Trucking LLC Apr 09, 2025: $312.00 charge Safe Auto Trucking LLC Apr 15, 2025: $312.00 charge Safe Auto Trucking LLC Apr 14, 2025: $1,000.00 payment via Zelle to Marcianos Trucking LLC (the carrier)Total: $2,040.00 paid (instead of $1,700.00)Resolution Requested:I am requesting a full refund of the $340 in overcharges beyond the agreed-upon amount. This includes at least one of the duplicate $312 charges that appear unwarranted based on the original agreement, as well as clarification and correction of any additional billing errors.I have attached:A copy of the signed contract (Order #********SF)My Zelle payment receipt for the $1,000 to the driver A bank statement showing the $1,040 in charges by Safe Auto Trucking LLC Thank you for your help in resolving this matter.Sincerely,******* *********

  Customer Answer

  Date: 04/25/2025

  They have started the refund process.

  Business Response

  Date: 04/25/2025

  Dear Mr. ******************* you for bringing your concerns to our attention. We appreciate the opportunity to clarify and address the matter.
  After a thorough review of your file and payment records associated with Order #********SF, we would like to clarify a few important points:
  1. Payment Structure and *******************start="606" data-end="609"> Per the signed broker-carrier agreement, the total fee for transporting your vehicle was $1,700. This amount included a $400 broker fee paid to Safe Auto Trucking LLC, and a $1,300 balance to be paid directly to the carrier upon delivery.
  2. Charges from *********************start="884" data-end="887"> We acknowledge the three charges made to your card totaling $1,040. However, these were not arbitrary or duplicate charges. Our system shows that the initial $416 charge was for the standard reservation deposit, and the two additional charges of $312 each were processed at your request, due to a change in carrier availability and your agreement to proceed with a higher carrier rate to ensure expedited delivery.
  Email and call logs indicate communication between you and our representative, *****, around the time these adjustments were made. We understand if there may have been confusion or miscommunication, but these charges were authorized during that process.
  3. Carrier *****************************start="1604" data-end="1607"> The $1,000 Zelle payment made to Marcianos Trucking LLC is less than the agreed $1,300 carrier rate in the original order. If you paid the carrier only $1,000, then Safe Auto Trucking LLC covered the remaining $300 difference out of pocket to ensure your vehicle was delivered on time and without further issues. This was done as a customer service gesture and not charged back to you.
  4. No Overpayment by ******************start="2035" data-end="2038"> In total, you paid $1,040 to us and $1,000 to the carrier, equaling $2,040. Of that, $300 should have gone directly to the carrier but was covered by our company. So the amount you personally paid above the $1,700 quote was not an overcharge by us, but rather a result of a necessary adjustment and partial reimbursement to the carrier on your behalf.
  
  We do apologize if our communication regarding this arrangement was not as clear as it should have been. We always strive for full transparency and customer satisfaction.
  We are happy to further discuss the details and provide supporting documentation if needed. Please contact us directly at [insert direct phone or email], and we will do our best to provide clarity and resolve any lingering concerns.
  Sincerely,
  Safe Auto Trucking LLC
  Customer Support Team
  **********
  **********************************************************
  

  Customer Answer

  Date: 04/26/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23243608
  
  I am rejecting this response because:
  They claimed the two additional charges of $312 each were processed at my request, due to a change in carrier availability and my agreement to proceed with a higher carrier rate to ensure expedited delivery.

  Please provide documentation that this is correct because this is a lie.
  
  Regards,
  
  ******* *********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/29/2025

  I hope everything is good now. We have already resolved the issue.
  Thanks

  Customer Answer

  Date: 04/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *********
  
  

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was the worst experience ever. Ive never been so frustrated with a company in my entire adult life. Poor communication, unclear process, late pickup and delivery, and did not adhere to their original contract. They told me my price was $400. My car would be picked up on 4/1 and delivered by 4/4. On 4/1 I called the around 6pm to find out if my car was picked up and not only was it not picked up, but my price changed to $1300.. from $400. Are you kidding me?! I shouldve backed away then but they kept calling to apologize and I ended up paying $850 and didnt get my car picked up until the 11th. Thank God my car was in a storage facility, because I wouldve had to endure the cost to hold my car all that time. There was so much back and forth, different guys telling me different information, and no one taking accountability. One guy even yelled at me. It was crazy and extremely stressful. Im so glad its over. I wish I could give a negative-5?? rating. Do better:(

  Business Response

  Date: 04/25/2025

  Dear Customer,
  We are genuinely sorry to hear about your frustration and disappointment with your recent experience, and we sincerely appreciate you taking the time to share your feedback.
  At Safe Auto Trucking LLC, we strive to provide reliable service and transparent communication at every step of the process. While we regret that your experience fell short of your expectations, we would like to clarify a few key points to address the concerns raised in your review:
  1.Initial Quote vs. Final ***************start="750" data-end="753"> The initial quote you received$400was a broker reservation fee, not the full transport cost. The total shipping cost is always finalized based on market conditions, driver availability, and route demand at the time of dispatch. This is clearly outlined in our terms and conditions and explained during the booking process. The full price of $1,300 you referenced was the carriers rate, which unfortunately increased due to limited availability during a high-demand period.
  2.Pickup Date and ****************start="1267" data-end="1270"> While your original pickup window was April 1st, we were unable to assign a driver at that rate by that date. This is never our intent, and we understand how frustrating delays can be. Our dispatch team continued working diligently to secure a carrier, and ultimately, your vehicle was picked up on April 11th. Were thankful it was stored safely in the meantime.
  3.Communication and **************************start="1680" data-end="1683"> We take great pride in our customer service, and we deeply regret if any of our team members spoke to you in a way that made you feel disrespected. This is not the standard we uphold. We will be reviewing this incident internally to ensure our team remains professional and respectful at all times, even in difficult situations.
  4. Payment of $850:
  The amount you ended up paying was a reflection of a negotiated rate, which was adjusted from the original quote to accommodate your needs and get your vehicle moved as soon as possible. We understand this change was frustrating, but it was necessary to secure a driver under challenging market conditions.
  
  While we acknowledge the experience didnt go as smoothly as intended, we want to assure you that our team worked in good faith to meet your needs and resolve the situation as best we could. We value all feedbackeven criticaland were committed to learning from it so we can continue improving our service.
  Thank you again for your business, and we wish you all the best moving forward.
  
  Sincerely,
  Safe Auto Trucking LLC
  Customer Support Team
  **********
  **********************************************************

• Initial Complaint

  Date:04/15/2025

  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.

  Contracted to transport a vehicle more than 2 weeks prior to the shipping date. Was given a "total" cost by Safe Auto of $600. The morning of the pickup date, was given a revised quote for $1125. This is clearly a bait and switch tactic, especially since the new price wasn't given until the day of transport when I was left with very few options. The initial quote for $600 was a firm price and a contract was signed by us to complete the transaction

  Business Response

  Date: 05/03/2025

  We appreciate the opportunity to respond to this concern and would like to clarify the situation.
  At Safe Auto Trucking LLC, we strive to provide accurate quotes based on current market conditions at the time of booking. However, it's important to understand that we operate as a vehicle transport brokerage, meaning we do not own the trucks but work to connect customers with carriers willing to transport their vehicle.
  The initial quote of $600 was based on prevailing market rates at the time of the estimate, and we always inform our customers that this is an estimated rate. Due to fluctuations in fuel prices, carrier availability, and route demand, final pricing can change if carriers are not available at the quoted price. We are transparent about this process in our terms and conditions, which are shared and acknowledged before any service agreement is finalized.
  When we notified the customer of the $1125 rate on the day of pickup, it was because no carriers had accepted the $600 rate. Our team made every effort to find a carrier at the lower price but unfortunately, due to rising costs and limited availability, this was not possible. The customer was under no obligation to accept the new offer, and we fully understand if they chose to pursue other options.
  We regret any frustration this may have caused but want to emphasize that this situation was not a "bait and switch" tactic. We are committed to honest and transparent service, and we always prioritize finding the most cost-effective and timely transport solutions for our customers.
  If the customer would like to discuss this further or needs any documentation of the carrier bidding process, we would be happy to provide it.
  Sincerely,
  Safe Auto Trucking LLC

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed contract to have transported for $500 and paid. Day of pick up they demand $650. Paid the additional $150. Car delivered 2 days late, and driver demanded payment. Left with my car despite being told I already paid. Finally got hold of Safe Auto and 1 hour later they bring my car back.

  Business Response

  Date: 01/28/2025

  Hello Dear Christine *******. I think this is not fair. You signed a contract with us and you agreed for the dates and time frame. We have sent the driver with your order and now you are complaining? yes U think this is fair. Why you did not tell us beforehand and canceled before sending the driver. I have the signed contract attacted belove that is showing that you totally agreed with all terms and conditions of this transportation.
  
  Thanks Best Regards
  Safe Auto Trucking LLC

  Business Response

  Date: 02/08/2025

  Dear BBB Representative,
  We appreciate the opportunity to address this matter and clarify the circumstances regarding the transportation of the vehicle. Safe Auto Trucking operates as a brokerage service, meaning we facilitate connections between customers and independent carriers for vehicle transport. However, we do not own or operate the trucks that carry out the actual deliveries.
  Regarding this specific case, our records indicate that the customer initially agreed to a transport price of $500. Unfortunately, on the day of pickup, the assigned carrier increased the price to $650, which was neither authorized nor controlled by Safe Auto Trucking. While we understand the frustration this caused, carrier pricing adjustments are outside our direct control, and we always advise customers to reach out to us immediately if issues arise.
  Additionally, the delayed delivery and the drivers demand for an extra payment upon arrival were actions taken by the carrier, not Safe Auto Trucking. Once the customer informed us of the situation, we took immediate steps to resolve the issue, ensuring the vehicle was promptly returned.
  We regret any inconvenience caused by the carriers actions and take such matters seriously. We continuously vet and monitor our carrier partners to minimize these occurrences. Moving forward, we will take additional steps to prevent such experiences, including stricter carrier compliance checks.
  If any further clarification is needed, we are happy to assist.