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:06/03/2024

  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.

• 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 hired Diesel Auto Express to transport a vehicle from **** ****** to ************ on May 6, 2024. The car was picked up from ****, ****** (zip code *****) on 5/06/2024 at 2:58pm. The transporter of the vehicle called us on 5/19/2024 to inform us that when he loaded car onto his trailer he ripped off the driver's side windshield a-pillar molding and broke the retaining clip. Upon arrival of the vehicle to *********, ** (zip code *****) on 5/19/2024 at 4:34pm, the molding was ripped off and missing from car. We were advised by the drive to file a claim with Diesel Auto Express with the included pictures. On May 20th, I submitted the time stamped photos along with the link the driver had provided us with the description of the damage and cost to repair. Diesel Auto Express said they would send the information to their insurance carrier. On Friday, May 24th, Diesel Auto Express denied the claim with a generic email response and hasn't responded to any follow-up emails or calls. I then called their insurance company for Diesel Auto Express and was informed Diesel Auto Express never submitted the claim. They fraudulently lied and never filed the claim. I am requesting the reimbursement of the parts + labor. The cost to replace the windshield a-pillar molding, retaining clip, and paint protection film is $430 + the cost of installation. If additional information is needed, I can be reached at ************ or by email ********************** Thank you kindly. ******

  Business Response

  Date: 05/30/2024

  Good morning,

  In regards to this loss.

  Customer did not report physical damage, the part which felt down during the transit was caused by the weather conditions, our drivers unfortunatelly can not prevent such kind of situations, the vehicle is loaded on the trailer based on the weight on each axle in order to avoid penalties on the road.

  Regards

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21779096
  
  I am rejecting this response because:
  The excuse of wind blowing the a-pillar off is physically impossible. I have attaches the pictures to show the part was snapped off by force which can only be done by pulling on it, not blowing wind.  The vehicle has been driven over 75mph without incident its entire life. You can see this clearly from the pictures where it was broken off with mechanical force.
  I watched the driver unloaded the vehicle form the trailer (8 car hauler) As to where my vehicle was placed on the top rack, the driver barely had room to walk up and enter the vehicle. When he did get in and out of the vehicle I watched him grab the windshield a-pillar for balance. The only way this a-pillar molding is braking is is by force clearly by grabbing it for balance.  
  I have also taken the vehicle to a body shop to get an estimate and to confirm if this was from wind or mechanical force. The body shop said there is no way possible wind would have broken the a-pillar moulding, and it was done by physical force from the way it is broken. The excuse of "wind" ripping this part off that is secured by a screw, glue, retaining rail/clip, and paint protection film is not possible. 
  Diesel Auto Express did not even submit the claim to their insurance carrier. They decided they would try to pull a fast one and say the claim was denied after I followed up with them, screen shot has been attached. I had then asked them for their their insurance carriers information so I can file the claim myself, to which they went radio silent. I made a few phone followups with them and left numerous messages to get a response back. Again radio silence. The denial came directly from Diesel Auto Express NOT their insurance provider that is supposed to cover incidents such as this. 

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

  Business Response

  Date: 06/05/2024

  Good morning,

  We understand your frustration, but please don't forget that the car was transported on a trailer at height.
  Sorry, but according to our terms we are not responsible for this type of loss.
  

  Regards

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21779096
  
  I am rejecting this response because:
  The car was in your care and possession. You are insured for a reason, you even claimed you to have filed a claim with your insurance which you have yet to send proof of.m. You are 100% responsive for the damage caused. Your employee ripped the pillar off, it has nothing to do with the location of where the car was located. Additionally you choose the location of where the car was located, certainly not me.  I am not requiring a full refund, solely a reimbursement for the replacement of the part and cost to have it. 

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

  Business Response

  Date: 06/28/2024

  Good morning,

  Dear customer you are providing false information, the claim has been opened through our insurance carrier, the claim number assigned for your order is 1624521213US, adjuster ****, we are expecting an estimate from you.

  Regards

• Initial Complaint

  Date:04/15/2024

  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 handed over the vehicle to Diesel Auto express on 03/25/2024 to deliver it to ******* from ****************. The initial agreement was delivery by 04/02/2024 with a 7 - 10-day delivery window. The vehicle was delivered on 04/08/2024. However, on delivery I noted that part of the car (the spoiler which is the body of the vehicle) was totally missing, and I asked the driver who mentioned that I should call the office. The office requested that I write a note to their claims department (Order #****). Following investigations, the claims department denied any fault. I shared pictures of the vehicle at pick up with an intact spoiler which has never come out or been loose at any point ******* services inspected the vehicle and Diesel auto express inspected the vehicle and we signed a bill of lading). If a vehicle is delivered without certain parts (e.g. spoiler, bumper, door), who's fault, is it? Especially noting that none of those parts were loose at pick up, ****** and Diesel Auto express inspected the vehicle prior to dispatch.****** has provided a quotation for replacement of the spoiler, and I shared with Diesel Auto express. They have since claimed that they will not cover this. I would like this replacement covered by Diesel auto express as there was no loose part at pick up including signing of bill of lading by all parties.

  Business Response

  Date: 04/16/2024

  Good morning,

  The claim has been denied because, in the time of the transportation the weather outside was windy.

  The spoiler flew over during the transportation, according to our terms and conditions the customer is responsible for preparing the vehicle for transport. All loose parts, fragile or protruding accessories, low hanging spoilers, etc., must be removed and properly secured. Any part of the vehicle that falls off during transport is the customers responsibility including damages caused by said part to any and all other vehicles involved.

  I attached for your refference the picture of the loaded trailer and a copy of the BOL.

  Regards

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21579174
  
  I am rejecting this response because from the signed Bill of lading, you can clearly see that there is only one loose part of the vehicle (marked "L" on page 2 of the contract). This inspection was done by their transporter. Surprisingly, the part that Diesel auto express marked as "loose" arrived intact.
  
  Sincerely,
  
  Omballa.

  Business Response

  Date: 04/26/2024

  Good morning,

  We did not say that the spoiler was loosing, in our term and conditions it is mentioned fragile parts- spoiler is considered a fragile part.

  Our driver could not prevent this loss, due to weather conditions, in addition we are thankfull that the spoiler did not cause any damages to other vehicles on the road.

  Best Regards

   

• Initial Complaint

  Date:03/05/2024

  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.

  Diesel Auto Express shipped my 2016 ****** Camry (order # *******) on January 2, 2024 from *********, ** to *********, **. They were supposed to ship my vehicle between the 7th and 8th of January, but did not deliver my vehicle until January 12, 2024. They gave me a $50.00 discount due to the inconvenience, which was not sufficient because I had to be in ******** on the 12th. When I received my vehicle there was mud on my driver seat, driver door, passenger door, side of seat, cup holder, hazard button and heat control button. This is not how my car looked when it was picked up. The outside of my car was muddy as well, BUT my biggest complaint was the inside of my vehicle. On January 13, 2024, I notified Diesel Auto ************ and provided them with pictures of the inside of my car. On January 15th I received a response back telling me to email the claims department at ********************************** I sent the claims department my pictures and requested that my car be professionally cleaned, especially the mud that was on the drivers seat. I contacted Diesel Auto Express on multiple occasions. On January 18th they said they were still investigating my case and provided me a claims number #****. I didnt hear back from anyone so, on January 23rd I followed back up with Diesel Auto. I was told they were going to send my pictures over to upper management. On January 30th I requested another update. On February 5, 2024, I was told to let them know how much it would cost for detailing in my zone. On February 8, 2024, I provided them with a car detailing place with the cost (****************************** **************************************************************************, ** ************). The cost was $250.00. On February 15th, I received a response back stating during extreme weather conditions the driver hands may be covered and dirt may transfer to my vehicle. It is unacceptable for the inside of my car to be dirty, Diesel Auto needs to take responsibility and pay to have my car cleaned.

  Business Response

  Date: 03/18/2024

  Hello,

  We feel sorry for the situation created by weather conditions but against customer choosed an open carrier for shipping, Diesel Auto Express LLC is not at fault for any kind of situation, customer reported that the vehicle has been delivered dirty with no damages.

  Since there is no damage on the vehicle, the claim has been denied.

  Regards.

  Customer Answer

  Date: 03/26/2024

  The inside of my vehicle should not have had mud in it. I understand the outside of my car being dirty, but it is unacceptable for the inside of my vehicle to have mud on the seat, door, and heat control and you not take responsibility for cleaning it. The inside of my car was returned to me in a different condition than how you received it. I should not be responsible to pay for something that I did not do. I am asking to be compensated for having the inside of my vehicle cleaned.

   

  The attached zip file is attached below. Thanks,

   

  Kala

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair 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.

  I had them transport two cars across the country and when the truck arrived I noticed my car resting on the cab of the truck. The driver pull my car down and I showed him a ***** and a scratch 3 feet long from my car with his matching blue paint on my bumper. He said "is that from me" I said yes, there was gold paint on his cab from my car as well. He apologized and told me dispatch will contact me in a few days to get my car fixed. After a few days I called to check in and they said sorry you needed to file a claim within 48 hours of receiving the car. I received the car saturday at 8 AM, so apparently had til monday morning before they opened to file the report. I sent them pictures of the damage and their driver counting the cash I had to pay him. (I also have texts from the driver stating he would get ahold of dispatch). After a few days they asked me to send them a quote. I sent them a quote and they didn't like it, so they asked me to send another. I sent a second quote and they claimed they couldn't open it, so I gave them the total of the second quote and they said they would get back to me. I had to check on them every week only to get the runaround. They came back and approved my quote only to then send me another email some time later stating they thought the repair was too much and asked me to get a 4th quote. It was obvious they were not going to pay for the damage and are not a trustworthy company. So now I have to have a lawyer contact them and fight this.

  Business Response

  Date: 07/06/2023

  Good day,

  Thank you for letting us know.

  We are working to solve this claim.

  By the end of this month the claim will be fully solved.

  Regards

  Customer Answer

  Date: 07/13/2023

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

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid the company $1100 to deliver a vehicle purchased from the *******************. The vehicle was delivered to me in ************. The vehicle was delivered after midnight and the car was very dirty so inspection was difficult. ****** was found later the same morning after sunrise. The pictures in the bill of laden did not provide clear pictures of this part of the vehicle both when picked up or dropped off. However, I have a picture at the time of pickup by the previous owner that does not show the damage and a picture at the time of drop off that does. Shipping company was ver persuasive in delivering the vehicle late at night, making claims that other vehicles that needed to be delivered on the truck were late. I was hesitantly accommodating to this request. The company also used deception by using an image taken at the time when the vehicle was brought to their truck yard to load onto a bigger truck as proof that the damage was already present. This was obviously false as the vehicle and ground were wet, just the opposite as when the Vergils was initially picked up. The previous owner disclosed all damages they appeared on the pickup bill of laden report and confirmed that the damage in question was not there. The company ended correspondence after stating it was their opinion the the damage was not their doing, even though they had no proof. I have all correspondence discussed above, both in emails and texts. I also have all of the images from the bill of laden and discussed above. In review, the company damaged my car and used persuasion and deception to cover it up, going as far as using an image taken after it was taken to there truck yard as their proof. They ended all correspondence even after me sending multiple emails to them, yet they cannot provide any evidence that the damage was preexisting. It was not on the bill of laden report, it was not in the pickup bill of laden images. Luckily, I have images of my own that document the damage.

  Business Response

  Date: 04/25/2023

  Hi ******,
  
  Thank you for submitting your claim regarding the damage to your vehicle during transport. After reviewing the details and the evidence provided, we regret to inform you that your claim is denied, as you were previously informed via email.
  
  Upon inspecting the vehicle, we found that the damage is minor and hardly visible. Additionally, the damage was not marked as new on delivery, and as you signed on the **** we are not responsible for any pre-existing damage.
  
  Furthermore, the pictures we shared in our email chain were taken 2 hours after the pickup from our yard and were from our local truck. As such, it is a very small timeframe for any damage to occur during transport.
  
  Based on the above factors, we must deny your claim. We appreciate your understanding in this matter and remain committed to providing quality service to our customers.
  
  Best regards,
  *****

• Initial Complaint

  Date:02/10/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 1/26 I gave *********************** DBA DIESEL AUTO EXPRESS 2k deposit for a 2007 Western Star we had agreed on the price of 24k and 3k for repairs then another $3500 for delivery. He explained he needed to renew plates price was going up 1k but he wanted to be paid BEFORE truck trailer arrived. Once I didnt agree to that he re listed truck while I still had a signed bill of sale then I sent him a cash app request for my deposit because he took someone elses $$$ Told me read the bill of sale said 2k non refundable but does not say truck had to be paid for before delivery then I sent him pics of cash and cashiers check. Now says truck is SOLD.

  Business Response

  Date: 02/22/2023

  Hi BBB,

   

  Attached to this email is the text communication with the customer. In short - he was provided all the options for the sale and the customer kept pushing on getting the truck and trailer without full payment. 
  
  On the Bill of Sale that the customer attached - there are additional notes with all the details. It states that the cost of repairs is not included in the amount of the sale and will be paid as separate, which we were actually doing the repairs for free. It says that shipping and delivery are not included where the customer kept pushing for the owner to bring him the truck and trailer to his door for free. It also says the deposit for each truck and/or trailer is not refundable, but we are willing to pay the amount back if the customer agrees to remove all negative reviews from all platforms. The customer asked him friends to rate us or leave bad reviews on every social platform there is and is trying to ruin our name, our company.. 

  Even when you buy a car from a dealership, they wont release the vehicle without having full payment. It is how any sale works, and customer was never given any reason to have different expectations. 

   

  Regards,

  *****

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19384346
  I am rejecting this response because: The seller went from 24k for truck and 3k in repairs not 27k not FREE.I obtained a cashiers for 30k he had my deposit of 2k ALREADY. He wanted me to pay for the truck in full BEFORE it even was delivered. Look at the problems Im having now with just a 2k deposit trying to get it back. He accepted someone elses deposit then while under contract with me! I sent 3 request for my $$$ via cash app which was declined. I said if you still have my money wheres my truck? Truck was sold on 2-14-23 he fwd me screenshot and other buyer was picking it up 2-14-23. So either honor our contract or refund my $$$. My truck was sold from underneath me so that means the review that I made stay. I dont know about other complainants you do schiesty business.                                      
                                                                                                                                                                                 Sincerely,
  
  ***************************

  Business Response

  Date: 03/16/2023

  In summary, the customer was provided with all available options for the sale, however, they insisted on taking possession of the truck and trailer without making full payment.
  
  Furthermore, the Bill of Sale clearly states that the cost of repairs is not included in the amount of sale, although we did perform the repairs free of charge. Additionally, it clearly states that shipping and delivery are not included, yet the customer demanded free delivery to their door. Also, the deposit for each truck and/or trailer is non-refundable, however, we are willing to refund the amount if the customer agrees to remove all negative reviews from all platforms. The customer is actively trying to harm our company's reputation by asking their friends to rate us poorly or leave negative reviews on social media.
  
  It is standard practice in any sale, including car dealerships, to require full payment before releasing the vehicle. We did not provide the customer with any reason to have any other expectations.
  
  We apologize for any inconvenience or delay in our response, as we have protocols in place for proper estimates and evaluations. We will be sending the customer a company check for the agreed amount upon receipt of their full legal name and correct address.
  
  Thank you for your understanding.
  
  Best regards,
  
  *****
  

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19384346
  
  I am rejecting this response because:The price of the truck was 24k and 3k for repairs on bill of sale you see my cashiers check for 30k with another $1500  CASH for delivery. They SOLD my truck while under contract! Thats 6k OVER asking price! I asked for truck/trailer to be in my possession transfer funds/titles at same time. I have bought PLENTY of vehicles with just a down payment drive off and make monthly payments that comment doesnt make sense. My deposit was only non refundable if I failed to purchase NOT because you sold it to someone else like the text your brother sent me said. That is why I left bad review in the 1st place. I still have the money deliver my truck if sold already refund my deposit and negative review STAYS! 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/20/2023

  These are the texts he confirms price of truck 24k repairs shouldnt exceed 3k and he sold my truck to someone else 2/14/23. Wheres the truck???

  Business Response

  Date: 04/12/2023

  Hi,
  I appreciate your interest in purchasing the truck from me. I would like to clarify a few points regarding our agreement.
  As stated in the bill of sale, the deposit is non-refundable, and you agreed to this condition when you signed it. However, I understand that there may have been some miscommunication about the additional costs involved in repairing the truck and delivering it to you in *******.
  While I was willing to go the extra mile to make the delivery and ensure that the truck was in good condition, I cannot do so without receiving payment for the truck first. As you know, the bill of sale clearly states that the truck is sold as-is, and I cannot offer any additional services without additional payment.
  I apologize if there was any confusion about this, but I cannot make any exceptions to our agreement. I offered for you to come and pick up the truck yourself, but I understand that this may not have been feasible for you. However, I cannot offer delivery services without receiving payment for the truck first.
  I understand that this may not be the outcome you were hoping for, but I stand by the terms of our agreement. I am willing to discuss the matter further and work out a solution that is fair to both of us.
  Thank you for your understanding.
  Best regards,
  *****
  
  
  

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19384346
  
  I am rejecting this response because:I have called you have not returned my phone call. You have my phone # and address but no longer have the truck it was sold to someone else back in February. If you cant sell me the truck return my deposit along with my court cost/process serving fees. $2500.00 No restrictions meaning remove bad reviews etc. I go to court Thurs I have taken off too many days dealing with this. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/18/2023

  Hi,
  
  Thank you for your email regarding the matter at hand. We appreciate your efforts to bring this to our attention.
  
  At this point, we have been summoned to court and will work to resolve this matter through the legal process. As a result, we kindly request that the Better Business Bureau closes this case, as it is no longer necessary for them to be involved.
  
  Thank you again for reaching out to us, and we apologize for any inconvenience this situation may have caused.
  
  Best regards,
  *****
  
  

  Customer Answer

  Date: 04/23/2023

   
  Complaint: 19384346
  
  I am rejecting this response because:
  I ask that this case remains open because the seller did not show up to court the judge has ruled a $2500.00 judgment in my favor against them. The seller hasnt returned my deposit or attempted to pay the judgment against them and now seeking to garnish his wages. I have shown & proved my case to you and the courts ask that the BBB lower their rating as well. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2007 ***** civic arrived from **************** to ******** with damage. We could audibly hear a scraping sound upon the driver driving the vehicle off of the truck. I looked underneath and observed a piece of metal scraping along the ground. I was unsure what it was and informed the driver, to which he proceeded to rip it off the underside of the car without the consent of myself. He looked at the half-destroyed piece of metal and informed me it was our exhaust heat shield. We have been attempting to reach the claims department with no success. 10 different calls have stated multiple different things such as: " the claims department is on leave" "the claims lady just stepped out for lunch" " the claims department didn't come in today" (bear in mind we have received some of these statements on the same day). We have informed diesel auto express multiple times to please contact me but we have not been contacted since December 22nd, which was 2 days after we received the car and one day after submitting a claim. The email only asked us for our reference ID. It is completely unprofessional to not reach back after almost a month of waiting, and unprofessional of the driver to rip out a piece of our vehicle(damaged as it was) without first getting consent to do so. We have informed our insurance company and they are actually doing something about the issue and the vehicle will be inspected on the 23rd. Please contact me immediately. Thank you.

  Business Response

  Date: 02/16/2023

  Hi BBB,

   

  Initially when the claim was received, i had asked for reference ID, once provided i was able to speak to the driver just to be able to see if there were any prior damages. We do not inspect undercarriage, mechanical or electrical parts. ****** informed me there was some rattling sound at pickup but he didn't think much of it and proceeded to load the vehicle. At delivery, it was a different driver, and when i spoke to the second driver, he said the part that came off was just placed there and secured with metal wires, which would have fallen off anyhow and looks like it was set up that way intentionally. The part seemed to have previous issues and was not in its position which caused it to break. Me and the owner spoke to **************** and informed him this claim will not be covered, also supported this with our Terms & Conditions - point 10:
  
  10. The transporter will not be responsible for any mechanical functions damages to include engine, transmission, rear end motor
  mounts, drive trains, wiring systems, cooling systems, window motors, radios, stereo systems, power steering, air bag, brake cable
  or brake system, clutch cable or clutch, engine tuning, vehicle computerized systems, alarm systems, any switch, alignment or
  suspension etc., (anything that is mechanical or electrical.)
  
  To add, claims was reported to us the next day, and not at the moment it happened. It was somewhat pas the 24h limit, which i disregarded. Also, the customer did sign on the delivery BOL which states " This vehicle is received in good condition, except as noted above, thereby
  releasing the transporter and driver from any and all further claims."

  The claim was denied but the customer is still trying to get use of the situation. In my opinion, the whole situation looked staged since the pickup.

   

  Regards,

• Initial Complaint

  Date:10/13/2022

  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 recently shipped my 2011 370Z sports car from ********, ** to *************, ** using Diesel Auto Express. When I received my car from them on August 12, 2022 the front left fender area had 7 new scratches on it. I put in a claim with Auto Diesel Express with my before and after photos and obtained two repair estimates at their request but they chose to completely deny my claim. I have time stamped photos showing the area in question with NO damage at pick up and WITH damage upon delivery. I also have photos of THEIR driver inspecting the car at pickup (specifically looking at the front left fender where the damage is now) and NOT noting any damage on the inspection form given to me. The car does have many spots of damage on it and they said this, and that the car was dirty, was reason enough to deny the claim. We are not asking for repairs to any damage spots other than the front fender which they damaged. We obtained two repair quotes one for **** and one for **** from two different repair shops. We just want the car repaired.

  Business Response

  Date: 11/01/2022

  To start from the beginning of the case, the order was assigned to us for pickup on 8/3-8/4 and the actual pickup took place on 8/2, was picked up a day early. The estimated delivery per dispatch sheet was estimated 8/14, where we delivered 8/12. The customer's first report of damage came in on 9/26 which is more than a month and a half after the actual delivery. I had spoken and emailed with the customer where I denied the claim, pointing out the facts:
  
  - Vehicle was marked as "To Dirty/Goes As Is" on pickup, so if the damages were pre-existing and minor it is possible the driver missed them (which is not the case)
  - The customer himself was present at delivery with the driver and signed on the **** where on top of his signature it says "This vehicle is received in good condition, except as noted above, thereby releasing the transporter and driver from any and all further claims."
  - I still did my investigative part and spoke to the driver who informed me the vehicle was in good condition, nothing out of the ordinary happened, and doesn't have any damage was caused during transport.
  - I looked at all pictures (pickup, yard, delivery) and the damage is not present in any of the pictures.
  
  I had denied the claim in direct communication with the customer but he was not satisfied with our answer and was blaming the driver thinking they caused the damage with a metal button on the back of his jeans. This was transported on an open trailer and the driver has no reason to be that close to any of the vehicles so I do not see a situation where physicaly the driver would fit and cause those scratches in the direction that they are in (top to bottom, not side to side).
  
  The customer was still not satisfied with our answer and is pushing us to change our minds, but since the claim was denied and closed there is no further action for me to do. I had already replied with the same response in the past.
  
  Let me know if you need any more details or screenshots.
  Regards,
  
  
         *****
  

  
  

• Initial Complaint

  Date:08/09/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Diesel provided transport services of my 2018 Audi Q5 from ********, ** to *******, ** starting with pickup on 4/4/2022. The vehicle was delivered on 4/11/2022. Upon delivery it was identified that the vehicle was damaged with scratches to the front left wheel fender and hood. The pickup bill of lading (***) confirmed there was no damage in this area upon pickup. Images were taken. The driver acknowledged the damage and even tried to buff out the scratches with no success. On 4/26/2022, I reached out to Diesel to file a claim for damage via email. They received the claim and originally tried to refute it, but acknowledged it once I provided the *** and images (which included the driver in the reflection). On 4/27 they assigned the claim number **** and requested 3 estimates for repair quotes. I provided the 3 estimates on 5/31 from three different body shops. On 6/9, Diesel said they received the quotes, asked for my address, and said they were reviewing the quotes with the company owner. From that point on, I received no additional communication. I asked for follow up and guidance via email on 7/6 and 7/27, but have still heard nothing. Additional images can be provided if needed.

  Business Response

  Date: 10/12/2022

  Hi BBB,
  
  I am attaching the Bill ** Lading for this transport. The new damage was not marked at delivery, all markings are in yellow color (made at pickup) and if any new damages they will show up with red color on the markings. On pickup - the vehicle was marked for "Too Much Damage/Vehicle Goes As Is" and also "To Dirty/Vehicle Goes As Is" for which the customer signed at pickup, later at delivery they did not put any new markings or spots and the customer did sign agreeing to "This vehicle is received in good condition, except as noted above, thereby releasing the transporter and driver from any and all further claims." as stated on the *** on top of customer's signature. I was not able to find the damage in any of the pictures from delivery, you can also investigate for yourself. I am going back on this case and found estimates sent to us by the customer directly and I must apologize for the delay, the person working on this case at the time was fired due to poor performance. 
  
  Regards,
  
  
  *****
  Supervisor
  

  
  

  Customer Answer

  Date: 10/15/2022

  
  Complaint: 17694617
  
  I am rejecting this response because:
  
  I will re-iterate that the image attached shows the damage within one minute of the bill of lading signature. The driver is in the reflection in the image (hand on hip, hat on). He even tried to buff out the scratch using a drill buffer prior to me photographing it and said it should be an easy fix (which the body shops disagree with). The driver told me that he had photographed it and would add it to the file. As the customer, I did not know that he needed to mark something on the *** on his phone prior to me signing when he told me that he would add it to his report. It is not the customer's responsibility to know your procedures.
  
  You damaged my vehicle during transport. The body damage is not insignificant based on the three quotes received (>$1,000 repair). I expect to be worked with in compensation for a repair. Ignoring me for months after creating a file, and saying you will accommodate a repair is not proper business practice. I have many more photos and quotes that were sent to the transporter that I could not attach to the BBB file due to attachment limitations.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/23/2022

  Attached is the **** The *** has all markings noted from pickup. The scratches on the left front wheel well, hood are not marked. Upon delivery, the driver told me that he would have to add the noted damage to the file separately with the photo taken and discuss it with his manager. He just had a phone app for the signature. He also said just file a claim, and it would get taken care of, which I did. I added a snip of the *** email I got that noted the time at 1:14 pm. As you can see in the timestamped scratch photo, I documented the scratch at 1:08 PM, before the *** was signed and sent. If I had known that the driver could mark the new scratch on the pickup diagram, I would have requested it prior to signing; but he said he had to just add the photo to the file.