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:06/05/2023

  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 had agreed to have my car shipped through SAC *** from my home in **********, ** for the price of a $250 deposit and the $1025 balance once delivered to ********, **. I received a call while driving from OH to ** and a text from that number telling me to call them. I didn't know who it was. The next day I received a text threatening that whoever it was wasn't going to ship my car bc it was modified (roof rack). I called him and he said he was charging me an additional $175 bc my car was "modified". ************************* was also on the line from SAC and heard how the driver was talking to me. He stated he was going to leave my car in ********* and I would have to pay storage and a bunch of other fees unless I paid the additional money. **** asked him why my car was even picked up in ********** if he thought there was an issue. **** supposedly talked to SAC dispatch who sided with the driver and said I will have to pay the additional $175 to get my car. My car never should've been picked up if there was an issue. Since it was, and I was never talked to about the issue and the driver never left a voice-mail explaining the situation, I feel SAC should refund me the $175. I was also not contacted by **** about this situation either, until I got the second text from the driver with a pic of my car and him saying he was "Santa". Completely unprofessional, disrespectful, rude, and shady businesses. This was a total bait and switch tactic with no communication from SAC and terrible, unprofessional and completely rude communication from the driver (who works for ATS Express LLC).

  

  Business Response

  Date: 06/12/2023

  Spoke with customer over the phone and explained the situation. Had a good conversation and agreed to refund $175.

• Initial Complaint

  Date:05/15/2023

  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 was not informed by ship a car that they were not responsible for anything that occurred to my vehicle during shipment.

  

  Business Response

  Date: 05/18/2023

  Customers vehicle was delivered on 5/13/2023.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20060762
  
  I am rejecting this response because:
  My vehicle was missing during a 14 hour period. The shipper nor the driver could not be contacted during this time period. The possible loss or theft of my vehicle was very stressful during this long period of time. When I contacted ship a car they made it perfectly clear they were not responsible for the vehicle after a  shipper was assigned to transport the vehicle. I hired Ship A  Car and feel are the ones held responsible. They were hired  to transport the vehicle not a sub contractor that  I failed to get in contact with. The consumer should be informed that Ship A Car will not take responsibly after they receive payment of the shipment. If Ship A Car  is not to willing to accept responsibly for the delivery of the vehicle the consumer should be made aware  of such policy.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/23/2023

  Hi ****, We are sorry you were not satisfied with our service. Our job is to find reputable and insured carriers to transport our customers vehicles. Your vehicle was delivered safely by the carrier. Your vehicle was never missing. It was in possession of the carrier the entire time. All dates we give over the phone and on our email communications clearly state they are estimates. Your vehicle was delivered one day after the estimated delivery date. We understand communication is key and we are here to help all our customers during normal business hours. Your vehicle was delivered over the weekend and we are sorry we did not get back to you sooner. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20060762
  
  I am rejecting this response because:
  
  Sincerely,

  I guess your reply depends on how you define missing vehicle. The carrier stated the vehicle would be at a certain location at a certain time. The carrier failed to show up when he promised and could not be located by phone or email for 12 hours after promised delivery. I was unaware of where my vehicle was located and had no further communications with carrier to find out the disposition of my vehicle. I was promised to be in contact with the driver transporting my vehicle, but later discovered I didnt have direct contact with the driver.

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

• Initial Complaint

  Date:09/19/2022

  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.

  We contracted Ship a Car to transport our 2012 ********** Tiguan from ************, ** to ******, **. Car was picked up at our ************ address on August 14, 2022 by a company that Ship a Car contracted with. The carrier contacted me about a week later and informed me that he had been pulled over at the ******* Prot of Entry in ******* (about 20 miles west of the ********** border) - his commercial vehicle hauling mine and several other cars was over weight, and he was flagged for several other non-compliances, including not registering the vehicle at the time of pickup. He informed me that he wasn't going to be able to deliver the vehicle to my home in ****** (about 2 hours and 45 minutes away), and would leave it at the "secure facility" there where it would be safe until I was able to pick it up myself. On August 29, I managed to get someone to drive me the (close to) 3 hour drive to the facility, where we discovered that my vehicle remained but had several holes in the gas tank (there was a dish pan under the vehicle about half full of gas, and when I started the vehicle, fuel began flowing out of the holes). Upon inspection, it appeared that the vehicle had been vandalized. A police officer at the weigh station wrote up a police report (I have this), and as the vehicle was not safe to drive I had the vehicle towed from this location to a ****************** in *********, ** - about *********************************************** ******. I was informed by the *************** manager that the vehicle would require a new fuel tank at a replacement cost of ~$2,800. I contacted Ship a Car to explain this, and they tried to get me to work with the carrier to file an insurance claim. We did not contract with this carrier - we contracted with Ship a Car. I am seeking compensation from Ship a Car for fuel tank replacement costs, $400 I paid for person to give me a ride to pick up my vehicle at the weigh station, and $80 for towing services (total ~$3,300).

  

  Business Response

  Date: 09/22/2022

  First I would like to say that we are sorry the customer is going through this unfortunate situation. Unfortunately we were not made aware of this incident from the customer until 2 weeks after drop off. Once we were aware we provide the customer with the carriers (The Haul Pros LLC) insurance policy. We advised the customer to contact the carrier and the carriers insurance company to file a claim.
  The carrier contacted the customer after being stopped at a weight station. The carrier said after their truck down time they could deliver the car to the customers delivery location the next day in about 10 hours. The customer told the carrier that they had a spare key and they would pick up the vehicle themselves. That agreement to leave the vehicle was made between the carrier and the customer. ********************** was never notified or apart of this arrangement.If Ship A Car was notified we had options of sending another carrier out to transport the vehicle the remaining distance. The vehicle was vandalized after the carrier left the location.  Ship A Car is not liable for the damage.