Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/17/2025

  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 shipped my car from **** to ****** ********** in March 2025. When my car was delivered to me in ********** there was a large rip in my drivers seat. The driver told me submit a claim and they would take care of it. After 20 emails back and forth the claims department refuses to do anything to take care do the damage they caused to my car. They told me to get an estimate for the repairs. Due to the location of the damage it needs a new seat cover to repair because the blue (in the picture) is the airbag. Therefore repair shops arent allowed to touch it without getting a new seat cover for safety concerns. The Diesel Auto team will not accept responsibility or cover any cost for the repair.

  Business Response

  Date: 04/18/2025

  Good Morning,We regret to inform you that the claim has been denied based on the following reasons:Visible Damage: Upon review of the pick-up photograph, it is evident that the seat is already damaged, as the material is visibly compromised. A copy of the image has been attached for reference.Inability to Cause Damage: It is not feasible for our driver to have caused the material damage in question.Lack of Supporting Documentation: You did not provide sufficient photographs of the interior of the vehicle prior to shipping, which are necessary to substantiate the claim.We appreciate your understanding. Should you have further questions, please do not hesitate to contact us.Kind regards

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23220137
  
  I am rejecting this response because:

  They already sent this message to me in which I responded saying: I would like to speak with a manager or someone who will accept accountability for the damage done to my car. In response to your attempt to cover up your mistake please see my comments below. I re-attached the damage done. 
  
  
  
  1. Visible damage: The fuzz on the drivers seat in the picture has nothing to do with the rip that your company caused. You can very obviously see in the picture before it was shipped that the seat was not ripped. 
  2. Inability to cause damage: That statement doesnt even make sense. Anyone one of your drivers could have easily caused the damage by anything on their belt loop moving in and out of my vehicle. 
  3. Lack of supporting documentation: I took several photos of the outside of vehicle before shipment for this reason exactly. Forgive me for not thinking that your company would damage the inside. 
  
  
  I expect my car seat rip to be fixed or I will be writing several reviews about my awful experience with your company.

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

• Initial Complaint

  Date:03/29/2025

  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 had the unfortunate experience of having Diesel Auto Express transport my ***** CX-5 from ****** to ***** through *******, and it was an absolute nightmare. The delivery was delayed by 7 days with zero communication from Diesel Auto or the driver. Calls went unanswered unless I used a different number, and when they did pick up, they refused to discuss the delaysjust repeated false promises that the car would arrive tomorrow, which never happened.When my car finally arrived, I found severe scratches down to the metal and multiple dents on the rear of my vehicle. These were not minor rock chips from open transport but rather damage caused by negligence during loading and unloading. The scratches had a clear pattern matching the equipment used to secure vehicles, indicating that a tool was dragged across my paint rather than simple road debris.I immediately filed a claim with Diesel Auto, and this is where their scam tactics became even more apparent. They asked for photos (which I provided) but refused to provide their insurance information. Instead, they made me get three repair estimates, claiming it might be under their deductible. After I submitted the estimates, they ghosted me for weeks, repeatedly saying my claim was under review. It became clear they had no intention of taking responsibility. I kept asking them for their insurance multiple times, but they never gave it to **** had to involve Montway just to get Diesels insurance informationwhich Diesel should have provided upfront. Then, they lied to Montway and denied my claim by saying it was open transport damage from road debris and that the damage was impossible for their driver to have caused. This is completely falseopen transport does not excuse severe, localized damage like this.If your car gets damaged, expect to fight tooth and nail to get any response, let alone compensation. This company is dishonest and unprofessional.

  Business Response

  Date: 03/31/2025

  Good morning,

  This claim is handled by insurance there is nothing we as a carrier can do.

  Regards

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23133480
  
  I am rejecting this response because:

  The carrier, Diesel Auto Express, refused to provide their insurance every time I asked for it. They eventually ghosted and stopped replying after I kept pushing them to give me their insurance. I had to get **********************, the broker, to give me Diesel's insurance. Don't advertise you have insurance on your website and then not provide it to your customers when they ask for it after causing damage to their vehicles. 

  Business Response

  Date: 04/08/2025

  Good afternoon,

  Sir our insurance is listed on ***** website as required.

  We are not hiding our insurance.

  Regards

• Initial Complaint

  Date:01/17/2025

  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.

  Company transported a one owner, no accidents 2005 Jeep Liberty CRD that is rust free. Driver unloaded the Jeep then promptly backed into it causing $5,500 worth of damages. Company has not reached out to provide any solutions yet.

  Business Response

  Date: 01/20/2025

  Good morning,

  In order to start my investigation, I will need the order number.

  Regards

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22826983
  
  I am rejecting this response because:

   

   

  The ORDER # *******    this is the only number I have to proceed with my complaint.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 01/24/2025

  Good afternoon,

  The claim has been solved.

  The payment has been issued for the damages.

  This case has been closed now.

  Thank you

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was picked up on 12/3 to be delivered within 7-10 days. Delivery was delayed multiple times with no communication until I called to see what the issues were. Actual delivery date ended up being 1/2/25, an entire month to get the car from ** to ** is beyond ridiculous. Upon delivery, the financial department failed to maintain one of the advertised payment methods of *****. This caused a further delay of several hours as they wouldnt release vehicle without payment and I could not send an additional $1100 as the payment was already taken out from my account. Dispatch kept telling me to send another $1100 because theyll return the extra $1100 once it clears because they cant verify it was sent (even though I called my bank and confirmed transfer tracking and sent screenshots). Considering the delays for vehicle delivery along with the lack of communication unless I reach out first, I definitely dont trust them enough to give them an extra $1100 to return when they feel like it. We were at an impasse until dispatch told the driver he could take the risk in releasing the vehicle to me but if I fail to pay the driver has to eat the cost. The driver is paid on each vehicle delivery and the delays for this one drop off was costing him too much time already. He released the vehicle to me anyway because he believed Im a good person, which thankfully for us both the ***** transfer was returned shortly due to inactivity on recipients end (seems they lost access to that particular email somehow?). I called the driver right back and asked him to call his dispatch so I could pay my bill so he wouldnt get penalized, dispatch called me directly and I was given a different email to send the Zelle transfer to and it was successfully received this time.

  Business Response

  Date: 01/09/2025

  We acknowledge the concerns raised in this complaint regarding the delayed delivery and payment processing issues experienced by the customer. We sincerely apologize for any inconvenience caused during this process and appreciate the opportunity to provide clarification on the matter.
  
  Firstly, regarding the delay in the vehicle delivery, we regret that the transport timeline exceeded the expected 7-10 day period. While unforeseen logistical challenges can occasionally impact delivery schedules, we acknowledge that unforeseen logistical factors may have impacted communication timelines. Our team remains committed to enhancing our processes to keep customers informed of any delivery updates in a timely manner.
  
  Furthermore, the Zelle payment issues were due to problems within the Zelle system, not Diesel Auto Express. The initial transfer failed due to recipient account inactivity, causing a delay. Once identified, our dispatch team provided an alternative email, and the payment was successfully processed. We are reviewing our protocols to improve future transactions.
  We appreciate the customer's diligence in ensuring that the driver was paid and that the matter was resolved. We also commend the driver for his professionalism and understanding in handling the situation.
  
  Diesel Auto Express is committed to providing reliable and transparent service. We take customer feedback seriously and will use this experience to make improvements in our operations. We value our customers and their trust in our services, and we remain dedicated to ensuring that future transport experiences are seamless and satisfactory.
  Thank you for your understanding and for bringing these concerns to our attention.
  
  Sincerely,Diesel Auto Express
  

• Initial Complaint

  Date:01/07/2025

  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.

  Company loaded my car on the truck to bring across the country and the driver when pulling it on the truck it slipped off and caused damage to my car. They also promised my care on 1/4 but didn't receive it until 1/6 because they said no one was working. Today tried to email the estimate over with pictures and they gave me the wrong email address. When I asked to speak to someone in the claims department they told me no one was there. Then when I called back to get correct address sent it again and I asked if you can ask the claims department if they received it she told me to hold on. Had to send it four times. She got back on the phone and said she talked to claims and they received it. That made no sense. Every time you call there you get a different answer. The total amount to get my car fixed is $7,000 the car is a 2024. Very concerned that they will not fix the car in full payment because of the customer service you receive and the completely different answers. Also when I did get the car back the driver would not give me the keys back even when I showed him the receipt for payment. Diesel Auto Express wanted to get my car fixed before it was delivered and I could not see it. That is a red flag to me. If you can please assist me to get the car fixed it would greatly be appreciated. There driver caused the damage. My son and I watched it happened. Honestly I thought the car was just going to flip over. Thank you for anything you can do for me. They are very slow at getting back to you and that concerns me.

  Business Response

  Date: 01/08/2025

  Good Morning,
  Dear [Customer's Name],
  We would like to acknowledge that the solution we offered for the damage was declined, and we fully understand your decision.
  Please be assured that the claim is still being processed. The initial damage estimate was provided on January 7, 2025. We are currently reviewing the estimate, and the payment will be issued in accordance with the determined damages.
  Thank you for your patience. Should you have any questions or require further clarification, please do not hesitate to reach out.
  Best regards

• Initial Complaint

  Date:12/18/2024

  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.

  12/18 Damage car while shipping

  Business Response

  Date: 12/18/2024

  Good morning,

  Customer reported the damage to us also, we are still working to solve the claim.

  Best Regards

• Initial Complaint

  Date:08/28/2024

  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.

  Hello. On August 16th, Diesel Auto Express was assigned as carrier to a shipment booked through RoadRunner auto transport. Despite RoadRunner being late in finding me a carrier, they said they were looking for one for that Friday, as that was when I was leaving the state. When talking to Diesel, they said they were only able to pick it up that next week, and I ended up paying more money than originally quoted despite the late pickup. I had to go through a process of finding someone to hand off my car, and had it all set for Monday. By the time Monday rolls around, Diesel pushes back the time throughout the day and ultimately reschedules pickup for the next day. The next day, it is rescheduled again. It finally is picked up on Wednesday, at this point almost a whole week late from my requested pickup date. Because this is clearly a mess of a company, of course the truck carrying my car breaks down. Now, instead of being delivered on 8/29, the date was pushed back to 9/3-9/4. To top it all off, the truck is STILL in shop as of yesterday, and delivery has been pushed back to 9/5-9/6.Clearly, this is not an isolated incident looking through other reviews and truck breakdowns are incredibly common. I'm extremely frustrated by this, as I will be unable to get to school, work, etc. I have had other car shipping experiences with other carriers and have had fantastic, easy, and as promised results. Diesel is not a fit autocarrier and does not deliver good results. Not looking forward to seeing the state my car is in after they're done with it, either.

  Business Response

  Date: 08/29/2024

  Good morning ***,

  We feel sorry for the delay, but unfortunately the truck broke down on the way and is in the shop being repaired, we hope that it will be repaired in no time and we will deliver your car as soon as possible.

  Best Regards

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22208757
  
  I am rejecting this response because:
  

  I understand that delays can happen, but this is absolutely unacceptable. There has been minimal communication, and having common truck breakdowns is not an acceptable way for a company of this nature to function. I am requesting a refund to recuperate for this extreme delay. I highly advise no one to use this shipper. 

   

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

  Business Response

  Date: 09/06/2024

  Good afternoon,

   

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22208757
  
  I am rejecting this response because:

  The response is empty 

  Business Response

  Date: 09/12/2024

  Good afternoon,

  May I have the order number?

  Vehicle make and year.

  I was unable to find the order, I would need more information in order to start the investigation on this case.

  Regards

• Initial Complaint

  Date:08/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Montway Auto Transport to deliver my car from *********, ** to ********, **. I paid $1619 for the delivery. Montway Auto Transport contracted Diesel Auto Transport for pickup/delivery. My car was picked up 7/10/24, and I was given a delivery date of 7/17-7/19. As of this review on 8/5/24 I have yet to receive my vehicle.Diesel Auto called me they day before delivery (7/16) to inform me the truck carrying my vehicle broke down in ************. At first, I was told delivery would only be delayed by a few days. However, it has now been a month and the delivery has been delayed several times. Getting in contact with anyone from Diesel Auto has been near impossible, and as the client I have been the one to initiate communication the majority of the time. I have twice asked for photo evidence of my vehicle, and have received nothing, only to be told its been "noted in my file" that I asked for it. There seems to be no end in sight regarding these delays, and I'm not sure I will ever receive my vehicle at this point. I have never encountered such an unprofessional company in all senses.

  Business Response

  Date: 08/06/2024

  Good afteroon,

  We appreciate your patience and understanding during this time. We sincerely apologize for the delay in transporting your vehicle. Unfortunately, we encountered a significant mechanical issue that extended the repair time far beyond our initial estimates.
  
  Our team has been working diligently to resolve these issues, and we are pleased to inform you that the truck should be fully repaired by the end of the day today. Once the repairs are complete, we will prioritize delivering your vehicle as soon as possible.
  
  We understand the inconvenience this has caused and regret any disruption it may have caused to your schedule.
  
  Thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22097272
  
  I am rejecting this response because:
  It is now 8/7 and the truck has yet to be fixed. The truck broke down in early July. Every single communication we receive from Diesel Auto they tell us the truck will be fixed and then its not and the delivery date keeps getting delayed. There is no end in sight to these delays, and they keep providing us with false hope our car will get delivered soon. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2024

  Good morning,

  Such kind of delays might happen and we can not prevent the equipment damage on the road.

  I can see that the vehicle has been delivered.

  Also I can see that a discount in amount of 350$ has been applied to this order on 08.01.2024.

  Regards

• Initial Complaint

  Date:07/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a car delivery from ****** ** to Billings MT through Montway Auto Transport. ******* subcontracted the delivery to Diesel Auto Express. The agreed delivery date was 7/19/24. The car was not delivered. There was no communication from Diesel or Montway that they would miss the delivery date. I finally called Diesel directly on 7/19/24 to get a status. They then informed me that they would now need to deliver on Sunday, 7/21/24. On Sunday, the vehicle was not delivered. No phone call or notification from Diesel or Monway. On Monday, 7/22/24, I called Diesel again to get a status. After 20+ minutes on Hold I was forced to call back to Diesel to again inquire. The representative now tells me to wait until Wednesday, 7/24/24 for my vehicle.At this point, I am not sure where my vehicle is nor when it will be delivered.

  Business Response

  Date: 07/23/2024

  Good morning,

  We feel sorry for this situation, the dispatch manager will contact you shortly in order to offer you more details regarding the vehicle.

  Best Regards

• Initial Complaint

  Date:06/03/2024

  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.

  I hired this company to ship my car from ******** to *******. The dispatcher sent me a text message stating the driver lost my keys. The driver did not ever call me and did not arrive on the expected date. This company is very unprofessional and the customer service is horrendous. I want them to pay for re-keying my vehicle, the key fob, a new key, and the programming fee and I want a refund.

  Business Response

  Date: 06/04/2024

  Good morning,

  In order to find a solution on this situation may I have the order number?

  Also the claim has been not submitted to the claims department or customer support.

  Best Regards.