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:08/04/2022

  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.

  WARNING!!!! This company damaged my car and is now avoiding my calls. On July 14, 2022, they transported my car from the West Coast to the East Coast. Upon delivery (at Lowes, on camera), ****, the driver, tore the front bumper. He said it happens all the time, but he wasn't leaving the car until someone paid him $1500. I took pictures with him present and spoke to the claims department too. They assured me they would take care of the damages. Over the next week, Diesel Auto Express ***************** and I exchanged emails, with pictures and estimates. Apparently the first estimate was not good enough, so I had to find another body shop to give me another one. The car rattled and vibrated terribly and I was told by the body shop that there is extensive damage underneath, and I should not be driving it. I had no other choice but to park it and take uber back and forth. So after calling and speaking with ***** on several occasions, I was told on 7/29/22 that he was fired and I spoke with the owner ***********************. He said it didn't look like a $2000 job to him, it looked more like a $700-800 job, but he would review the claim and get back to me. That never happened. In fact, they have your number on caller ID so when you call, you hear several clicks then they transfer you to *****'s voicemail. ***** NEVER calls back. This company is ripping people off! I am here to tell you, they will not take responsibility for damaging your car, and will give you the run around until you just give up. I have reached out to a local law firm there in *********, my insurance company and have filed a police report. I was willing to work with them and meet them half-way but now, I am now suing them for the damages, uber fares, time off work to repeatedly call them to resolve this and quite possibly, if the judge sees fit, pain and suffering! I will keep you all posted as to a resolution.

  Business Response

  Date: 10/14/2022

  Hi,

   

  this is a response to BBB - customer was paid out for this claim in August 2022, they had already cashed the check, and we paid as much as it had on the invoice. Initially, the first estimate that the customer sent to us had additional work being done to the vehicle for which the driver was not at fault, so I had requested from the customer to send us a better estimate with only the things that the driver damaged. And per company policy - we must request 2 or more estimates from different body shops and will accept the lower one. None of the damages were marked on the BOL.
  
  Yes - ***** was fired because of poor performance, and I am going back over every case, name is *****
  ***** is no longer with the company also
  Transport and claim are different processes, until the order is not delivered and closed, I can not work on a claim, meaning transport has to be paid for, and we pay for the claim a different way. 
  
  Apologies to the customer for any delays during the process.
  

  Case was resolved and claim was paid for

  Business Response

  Date: 10/27/2022

  Hi BBB,
  
  I had already responded to this claim in a previous email also. The client was paid for the full amount of their estimate, which was provided to us and is also attached to this email. The customer had sent us a couple of different estimates which I had personally reviewed and the issue I pointed out was that the estimates contained more work being done to the vehicle than what the driver damaged. I called the body shop that was working with the customer and requested to remove some of the items because we will not cover for damages that were pre-existing or were not caused by our drivers, and the lady from the body shop did not want to work with us by instruction from the customer. Later I had spoken to the customer and explained the same, so they sent us their final estimate which was approved and paid out. The check was made for the total amount as on the estimate which is $916.29. The check was mailed out on 8/15/22 and was named to ***************************. I am attaching a snapshot from our system with a visible note from accounting, the time and date when they sent the check, also the information of the customer that the check was made out to.
  
  Let me know if you need more information.
  Best regards,
  

• Initial Complaint

  Date:06/23/2022

  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.

  WARNING, they charge more after transportation is "confirmed," upscaled me an additional $200. Vehicle arrived late, no notification from company to set up time, missed pick up and drop off appointments, just showed up one day and expected us to drop our life and help them on a non-scheduled day. Called multiple times, no one is helpful, they all say "let me have someone call you" and no one ever did. I thought my vehicle was stolen at that point. When my vehicle finally delivered, it had damages, the delivery guy took pictures and said he'd submit them for claims purposes. Ever since that happened the company ghosted me, no answer to phone or emails.

  Business Response

  Date: 06/24/2022

  The issue was resolved, the customer was paid for the damages that occurred to their vehicle (licence plate flew off) regarding the extra charges, the vehicle is modified and we were not informed about that by the broker. 

  Customer Answer

  Date: 06/24/2022

  Thank you for resolving this. They finally responded after I went through this formal complaint process. The broker was informed of the modifications, they asked for more money before they even saw the vehicle, so that was not an appropriate or professional response. I think the drivers are wanting extra money. 
  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,
  
  ***************************