ComplaintsforBWT Group, LLC. dba movewheels.com

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I coordinated with this business to pickup a vehicle on 02/17/24 and the company could not find a driver costing me a buying opportunity. The business then charged me $150 fee on 02/1/24 saying I canceled. This is ridiculous as they did not meet agreed/specified date of service. Their fail to deliver cost me thousands in a car buying/selling opportunity as well as the $150 fraud charge.

  Business response

  03/02/2024

  ******* ********, 
  
  We apologize for any misunderstanding. We reviewed Your order info and all text messages between You and Your sales agent. We were able to acknowledge that she was trying to get a hold of You the whole Saturday and was able to confirm the driver on the required day that You mentioned above, however, You were not answering the phone until Monday. You mentioned that You were on the plane, but we had no other contact info to be able to confirm the pickup that day. Unfortunately, most of the drivers confirm pick up dates once they get to the area or coming closer. They do that to prevent delays and not to ruin Customers’ schedules. As they can get stuck at some locations for unknown time due to the dealership still preparing the vehicle or waiting for final paperwork to be received which can cause a delay, or even regular traffic. 
  We checked payment transactions and there was no charge made to Your card. There was an authorization, which was voided. The authorization was made according to the terms of the signed contract as You were not responding on available date and limited available pick up dates by cancelling the contract before it expires. All the cancellation terms are written on the 1st page of the contract in paragraph 7. We attached the receipt of voided authorization to confirm.
  If You have any questions, please feel free to reach out to us! 
  
  Regards,
  BWT Group LLC

  Customer response

  03/11/2024

  The vendor refunded my money.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I moved from North Pole, Alaska to Watertown, New York and we were looking for a transport company to transport our cargo trailer with household goods and our SUV to New York to make the move easier. We selected movewheels as they said they could do it in a timely fashion. They said they required payment so they could pay the boat to get it from Alaska to Washington which was a total of $1390, I paid movewheels via Zelle. I read later in the contract the movewheels doesn’t charge deposit until the job is completed which directly contradicts what they did. The 1st available date for pickup was selected as May 30, 2023. We waited through Monday, June 5th (5 business days) for them to pick it up and during that time they refused to answer their phone so we were in the dark. We found another company to transport the car and we hauled the trailer to New York. In the contract it clearly states that after 5 business days we can opt out of the contract penalty free, this means we are entitled to a full refund of the $1390 we paid them. I contacted them to figure out the refund and they stated that we never paid them and that we paid the boat. I’ve never been in contact with the boat and We clearly paid movewheels. We have been clearly scammed and need a full refund.

  Business response

  08/04/2023

  ***** ********,
  
  Please, accept our apology for any misunderstanding or inconvenience caused. We understand that the process of moving itself is quite stressful, and nobody wants to get any delays or unexpected changes during it. Unfortunately, as a broker company we rely on third companies (as marine and carrier company in this case), we can’t guarantee the dates. We are trying to negotiate with all sides to make it as smooth as possible, but still depend on them anyway. In the contracts that you have signed, in the paragraph “7. Cancellations and Fees” it’s written: “1. If Client's vehicle is not picked up within 5 business days from the first available date Client can opt out of this agreement with no penalties.” (page 1 of the signed contracts). Contract #******* states that the 1st available pick up date for this vehicle is 6/02/2023, on 6/03/2023 you notified us that the vehicle was already gone. According to the contract the vehicle was supposed to be available for pick up till June 8th, when 5 business days would be over. In the same paragraph, it’s indicated: “4. After the carrier had been assigned deposit is due and becomes non-refundable, Refusal of Carrier or Cancellation might result in a $75 rescheduling fee that will be charged in addition to the deposit, on the credit card provided. Refusal or Cancellation must be submitted by the client in writing to our email ********************” (page 1 of the signed contracts). Your shipping agent arranged transportation with the TOTE company to get units shipped from AK to WA and then he could proceed with arranging driver from WA to NY. You proceeded with booking according made arrangements by your shipping agent. Due to the sharp schedule, you proceeded with other shipping plans. If it’s not convenient to contact our support department by calling our main line, you can also reach them at ********************. Please, if there is any other information you would like to share with us on this case or consider you didn’t get a proper reply, let us know. Thank you!

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a request in for my vehicle to be shipped to Atlanta GA from Deltona FL. ***** from MoveWheels called within ten minutes and offered $300 to ship. I immediately booked to have my vehicle transported. Pickup was scheduled for July 26, 2023. I called ***** two days in a row - July 24 and 25 - to verify everything was a still a go. On the morning of pickup, July 26, ***** calls and says she cannot get any driver to take the load for $300 as quoted and wanted to charge me $1250. I told her absolutely not as that is not what I was quoted. She said she would talk to her manager and see if they could pay the remaining balance since they only quoted $300. The manager refused to honor the quoted price. I was scammed by this company and when the time of service arrived, tried to get $950 more dollars out of me and refuse to honor a refund.

  Business response

  08/03/2023

  ***** ******,
  We apologize for any misunderstanding. The order #******* is cancelled right now due to ******* ****** request. We understand your frustration about the rate and schedule. Please, understand that we are as a broker company can’t guarantee the rate or the date, due to the market all the time changes and available truck schedules. We assign carrier companies after checking all the paper work, to make sure they have active MC, all the required paperwork and active insurance. Unfortunately, not all drivers are willing to provide this information and when they know we need vehicle to be picked up asap the ma request for higher rate. We, from our side, trying to negotiate rates to get as close as possible to the quoted one. However, if the customer can’t wait, we have to provide options which we were able to get by that time. If it doesn’t work, we never force to accept it. We cancel received offer and keep looking for other options from different carrier companies. This is how the marketplace work and every other broker company in shipping industry. This is also mentioned in each contract every customer sign, as well as the one signed with ******* ******. You can find it in the paragraph “7.Cancellations and Fees”: “12. BWT GROUP LLC (**************) reserves a right to opt out of the shipping contract in case of inability to assign a carrier for original price and conditions due to everyday changing carrier availability. In this case, BWT GROUP LLC will try to offer alternative shipping option for client consideration. By signing the contract client agrees to current full terms and conditions list on our website.” (Page 2). Please, if you have any question or concern remaining, feel free to contact us. We value customers’ opinion and it’s important for us to understand if we are missing anything to provide everyday a better service. Thank you.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3rd I was contacted by this company regarding a vehicle transport for my daughter car who goes to college in Gainesville FL. We wanted the car to be transported to Pensacola FL and the price agreed upon in the contract was $300. I was told the car would be picked up on Friday May 5th in the afternoon. I drove to Gainesville and we waited for the car to be picked up and kept getting the run around and was finally told to leave the key in the car and the driver would pick the car up. As we got over hour in our trip we got a call from ****** ****** that he could not find a driver to do it for the amount that was stated and that it would be now $600. Not the amount we agreed upon and in the contract. ****** stated give him till Monday May 8th 2023 and he would have the car transported. Monday came and now the price is $450 dollars. Monday May 8th 2023, got a call and was given a driver information and I contacted the driver and driver said he would bring car on May 9th 2023. We called the driver on May 9th and he stated the order was cancelled. I have called the office and have been given the run around. I have made 10 plus calls to this office but they are texting me about back up plans and such. I would like a refund of $165 that was taken from my account. This Company should not be allowed to serve the public honestly.

  Business response

  05/18/2023

  ******* ******
  
  We do apologize for any inconvenience you had to face with during car shipping process! We are as a broker company can’t have an impact on the drivers that would be able to make them to pick up the vehicle if any obstacles from their side have changed, unfortunately. I see that a couple of drivers have cancelled the pick up of your vehicle. Your shipping agent was working on the order and i see the last driver who was assigned for pick up, delivered it on the 12th. I updated about this case manager of the department and she or your shipping agent will be getting in touch to resolve this situation. If you have any questions, please feel free to contact us!
  Thank you for understanding. 
  
  Regards,
  BWT group LLC
  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On February 27th, 2023 I called this business to ask for a quote on transporting a vehicle from city to city. The move would take place on June 14th, 2023. They told me that they don't even start looking for drivers until 2 weeks from the move. That the driver would be contacted in the beginning of June. They gave me a quote of $1300, and forced me to sign a contract, to "lock in" the price. The representative told me that if I needed to cancel, to not do it too late, as to not have to pay a fee. They told me I would not be charged, until the driver had accepted, and mounted my vehicle. A few days ago, I decided that I wouldn't be needing the services, so when I tried to cancel, they issued a $200 cancelation fee. When I told them that I was still early on the cancelation, they wrote bogus emails saying that I already had a driver accepted on the contract. They also sent me Zelle and PayPal information to pay said cancelation fee. Now, they are being rude and aggressive for me to make that payment.

  Business response

  03/26/2023

  ****** **********
  
  Thank you for contacting BWT and mentioned the situation you’ve faced with. We would like to bring more light to the Terms and Conditions of the contract we agreed on with you as a Client, by receiving signed contract on 2/27/2023. According to the paragraph “8. Terms and Conditions” of the signed contract, it’s written: “23. BWT GROUP asks for 1-5 business days starting at the first available date provided by Client (applies only to standard stock Cars, SUV, Pickup Trucks, and Motorcycles) to assign a carrier to a Client's load. If BWT GROUP fails to pick up Client’s vehicle within 5 business days from the first available date Client can opt out of this agreement with no penalties. If this agreement is canceled by Client any time prior to or within 5 business days from the first available date for vehicle pick up provided by Client and a carrier hasn’t been assigned for such transport, a $95 cancellation fee will be charged to the credit card provided at the time of booking.” (See page 5 of the signed contract). Your shipping agent was working on the order since the day of the contract been signed and prescheduled already available driver for pick up on requested dates. In the paragraph “7. Cancellations and Fees” it’s written: “2. Failure to release vehicle(s) for any reason (including but not limited to: storage, auction, port, towing, mechanical, purchase fees, scheduling or personal issues, etc. ) after carrier assigned to the order may result in cancellation and/or a 'Dry Run' fee additional to the deposit amount. The standard fee for 'Dry-Run' is Two Hundred Dollars ($200.00).” That’s the reason why she requested for the dry run fee of $200.We can negotiate with the driver to avoid dry run fee, but the cancellation fee of $95 must be paid due to the work of your shipping agent as a broker been accomplished. To proceed with this option you can contact your shipping agent to confirm. If you have any questions, please feel free to contact us!
  Thank you for understanding!

  Regards,
  BWT group LLC

• Initial Complaint

  02/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was text quoted a tow for $250. I explained to the business that I could only book them IF they could move the car today, because it had to be off the lot today. The sales rep ***** told me she could only check if carriers were available if I signed under the contract. I signed the contract and waited, but she could not secure a carrier in adequate time to have it moved on time. I referred back to my contract, and item #23 specifically states that the cancellation fee prior to a carrier being assigned is $95. I emailed ******************** and ******************** informing them of the cancellation. Per the contract, this is the only way to cancel. When I texted ***** that I cancelled and will accrue the $95 charge, she informed this was the 'reschedule' fee (which per the contract is actually $75). I was then sent an invoice for $200. I explained to her #23 clearly states it is a cancellation fee and the $200 dry-run fee applied after a carrier is assigned - which one was not, I informed her of this. She then informed me she had a driver available tomorrow. I let her know that securing a driver after my cancellation was not acceptable, and I was still entitled to the $95 cancellation fee. I am disgusted with their shady practice of magically assigning a driver after the cancellation to gut more money from people already in need. I should only be invoiced $95. I am attaching the contract, invoice, and texts where she very clearly assigns a driver after my cancellation.

  Business response

  02/09/2023

  ********* ********
  
  We apologize for any misunderstanding once again! I believe this complaint has been submitted before our agent explained everything on Feb 8th. We attached screenshots of text messages as a confirmation that it was resolved. If there are any other questions or concerns, please feel free to contact us.
  
  Regards,
  ************** 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *** ******* ******* and I reached out to the move wheels regarding my previous transaction with them movewheels company for shipping my vehicle from Port Orange, Florida to Oakland, California in January 2018. I did a thorough sweep of all of my email folders and I must have deleted the receipt at that time. My vehicle at the time was an electric car and I am trying to claim my Plug-In Hybrid and Zero Emission Light-Duty Vehicle Rebate from the state of CA on my tax return this year , as I was not aware of it until recently. I sent them an email twice over the past weeks as well as a screenshot of my previous quote from my driver Mr. Jerry Douglas, who worked for their company and aided me in the whole process. I attached the following information in both emails as well as with two representatives of that company at their company phone number of (904)-204-8547. I was told by a man named Mark on 12/26/22 AND 12/29/22 that a manager would be calling me back. They had said because it was over 4 years ago they were having an issue locating my quote/order. This is absolutely ridiculous and I am not satisfied at the level of care that they are giving to me. ***** ***** ** ****** ***** ***** *** **** ** *********** ************** **** **** Nissan Leaf/Black/4 Door Pick up location: **** ***** ******* **** ********* ***** Pick up date: My quote was for 1/8/2018, but it could have been anytime between 1/5/2018-1/9/2018 Drop off location: 1520 ******* ****** *** **** ******* ** ***** Drop off time: I do not remember exactly but it probably took a bit over a week to get here so maybe anytime between 1/15/2018-1/20/2018.The car was delivered and I paid the driver in cash. He gave me a paper receipt which I no longer have and are requesting. Phone # on transaction: **************  I would like for this issue to be resolved by them sending me via email a copy of my receipt for the transaction. They are coming off as quite deceptive, and unorganized.

  Business response

  01/09/2023

  ******* *******, thank you for contacting MoveWheels. We looked through your complaint and we tried to locate your order. Unfortunately, our system doesn’t store the invoices for more than minimum of recommended time (three years) by gov regulations. When we try to pull it up in our system, it shows there is a mistake due to the order being archived in files and not possible to open. However, we were able to get the invoice confirmation of the vehicle being shipped from CentralDispatch system with driver’s info and payment info on the carrier pay of $800, without broker fee. We attached it to the response. Hope this will help. Thank you for understanding!

• Initial Complaint

  11/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hired these crooks to move a jet ski from ******* to ******** They hired a tweaker to make the move. The jet ski was picked up on Sept 10,2022 @ 6:00pm in ******* and delivered it Sept 12,2022 in ******** There was only one driver, Martin. It is a 4 plus day drive if you are doing it legal. The tweaker driver did it in 2 days. The jet ski was delivered damaged. Contacted his insurance carrier and they will not cover it because of the amount of damage, $500.00. I have been trying to get this matter resolved with ******** at Movewheels. He has been giving me the run around for about a month now. Latest is Movewheels will send me an E- check.LOL, still waiting..

  Business response

  11/22/2022

  *** *****,
  
  We apologize for any inconvenience caused. We reviewed the info regarding the order placed by ******* *****, order *******. The insurance company declined the complaint because the damaged was below the deductible amount, that’s true. Every insurance for carrier company has a deductible of minimum $1000. In the signed contract with Mr ******* *****, in the paragraph “8. Terms and conditions” it’s written: 6. …Upon dispatching vehicle(s) to the Carrier selected and sending information about the Carrier to the Client, Client accepts the services from BWT GROUP to be satisfactory and complete and agrees not to hold BWT Group liable for any delays, damages, or not proper service provided by the Carrier. We are as a broker company are not liable for the damages caused by the carrier company. It’s very important for us to provide the best service we can to every Client. Before assigning the driver we are not only checking their insurance information and all the paperwork for the company, we also check their reviews. This carrier company has 99.6% out of 100% which considered to be excellent, so we couldn’t expect any issues. Our complaints department reviewed the case and after communicating with carrier’s company insurance agent, we refunded via email to : ***********@********* via E-Check $500 which is fully covering the damaged. Any damage is always a long process to work on, mostly because insurance companies take time to review all the documents and to communicate about the damage with all sides. We are not able to jump into the process to provide any compensation from our side until the case is legally reviewed as supposed t by the insurance agent. Thank you for your patience and understanding. 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company rented a military vehicle that needed to be shipped to a trade show event. We were going to use the vehicle for a marketing event. MoveWheels scheduled and confirmed the move but never showed up and avoided all our repeated calls and email follow-ups. We ended up having to pay for the rental military vehicle and never using it. We also had to pay for a second vehicle to replace the one that did not move. Total loss was $2491.86 for the rentals.

  Business response

  05/16/2022

  * *****
  
  We looked through the case and your complaint. According to the contract signed with ****** **** *as a customer) in reference to these two orders, it's written in the paragraph "8. Terms and Conditions":  "3. BWT GROUP agrees to provide a reliable and insured carrier to transport vehicle(s) as promptly as possible in conformance with Client’s instructions but cannot guarantee pickup and/or delivery on a specific date or time. The client may request pick updates but understands that while BWT GROUP will do all that can be done to meet Client’s requests, due to the nature of the industry, such dates can only be requested and not guaranteed. Once a carrier is assigned to transport vehicle(s), Client will be given the projected dates of pickup and delivery as well as the Carrier name and direct phone number. Any dates given by BWT GROUP are Carrier’s computations only and are provided solely to assist the Client and Carrier in the arrangement of their schedules. Dates provided for pick up or delivery are never guaranteed, as certain conditions can alter a Carrier’s schedule ( i.e. weather and road conditions, scheduling or mechanical issues, a late customer, etc. ). As such, Client may never hold BWT GROUP liable for costs incurred as the result of any delays, including (but not limited to) any car rental fees or accommodation fees for Client. Also, Client understands and agrees to make themselves and/or Client’s designated agent(s) (hereinafter referred to as “Agent”) available at all times necessary through phone, email or fax numbers provided to BWT GROUP for any transport related issues until delivery of the vehicle. BWT Group nor Carrier give no guarantees regarding pickup or delivery times and dates. BWT Group/Carrier shall not be held responsible for loss or damages occasioned by delays of any kind or for any reason. BWT Group/Carrier shall not be held liable for the failure of mechanical or operating parts of Customer's vehicle." (page 2nd of the signed contract). Your shipping agent was working with our dispatchers to get confirmation on your desirable date, but unfortunately he wasn't able to schedule the driver on required date. We are as a broker company trying to find carrier companies on the database we have and also National Board.  It's also important for us not only to find the option available for the Customer, but to find the driver who would be matching all the requirements according to the FMCSA to be able to transport the vehicle. As a third party, we are not able to make or force drivers to go on specific route. We are looking for carriers availability, checking their paperwork after what e are able to provide the Client with options or confirmation received. In this paragraph it is written that we do not guarantee any pickup or delivery dates due to the nature of the business. As if the truck would brake down or the weather would be so bad making the road tough for the truck to ship the vehicle safely and etc. If you have any other questions, please feel free to contact us.  Thank you for understanding. 
  
  Regards,
  BWT Group LLC 

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the company to transport a vehicle I had obtained from an online auto auction. I had contacted the company movewheels on Friday 04/8/2022 and was advised that the vehicle could be picked up on Monday 4/11/2022 for a fee. This is not to dispute a fee. The company would not communicate with me and Monday came and gone. Tuesday I was contacted and advised that the rate was raised. Again not an issue. Wednesday comes and the car had not been picked up. I contacted movewheels and was advised the party I had set up a contract with did not work for the company, I conducted a conference call with the company and the employee and they agreed but then disagreed with who actually works for the company. It is now Friday 04/15/2022 and the vehicle has not been picked up. I was advised early this morning 04/15/2022 that the car would be picked up and then later advised that the employee can not ship my vehicle for unknown reasons. I have discontinued communication with this company.

  Business response

  04/27/2022

  ****** ********** *
  
  We do apologize for any inconvenience caused. We looked through the case and checked all info. The shipping agent your vehicle was assigned to had a poor communication with you as a customer, that's the reason why your order was reassigned to another agent to assist you in the best way with your request. The shipping agent it was originally assigned to caused a lot of confusion. Your review helped us to get attention to it, we will handle this case to prevent anything like that happening in future. Thank you for understating!
  
  Sincerely,
  BWT group LLC
  

  Customer response

  04/28/2022

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

   Complaint* ********

  I am rejecting this response because: the agent you are talking about messaged me saying that he asked asked me to file the complaint against the company. I filed this complaint on my own. Because of the poor business practices I had to pay an additional 200.00 in storage fees. I think it is a good idea to write a better better policy and know who you have working for you.

  Regards,

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

  Business response

  05/06/2022

  
  ****** ********** *
  We understand it Sir. We are trying to do our best to react on each review and complaint of the customers in each possible way to avoid it happening again. 

*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. ↩