Current Alerts For This Business
Our files contain a pattern of complaints from consumers that allege BWT Group, LLC. dba movewheels.com employs bait and switch tactics to engage consumers in auto transportation contracts. Specifically, consumers complain that although they are promised one price by company representatives, and are told that this price is the final price for all transportation costs, after the contract is signed consumers report that the company charges them additional fees and that the price the consumer agreed to originally was only an estimate of the cost. Additionally, consumers allege that the company fails to honor the terms and conditions agreed to by the consumer, especially with regards to date and times promised by the broker.
On December 8, 2017, BBB sent correspondence to BWT Group, LLC. dba movewheels.com requesting their voluntary cooperation in resolving complaints on file with BBB and providing steps it will implement to eliminate the pattern of customer complaints.
BWT Group, LLC. dba movewheels.com replied with the following statement:
In your letter you referred to the problem that exists across the entire freight and auto transport market- prices cannot be guaranteed until confirmed by the carrier. In our contracts we clearly state that all prices are estimated and are a subject to confirmation to the carrier.
Due to the nature of the market additional details often emerge. Vehicles are sometimes different than what customers described (modified, loaded, with household items, inoperable), locations might be a lot more distanced from main routes and harder for a truck to access than indicated by the customer, among others.
Brokerage companies like ourselves usually take most of the blame should anything go wrong with the shipment.
We provide estimates to customers based on previous shipping records on their routes and similar vehicles in our database, most of the time these estimates are automatically calculated in our system. We always state the price is an estimate and has to be confirmed by the carrier. Once the driver is found we process the final confirmation with the customer and process the final confirmation with the customer and confirm final conditions prior to assigning the driver and sending him to pickup location.
We would like to underline that we are shipping approximately 1400 vehicles per month amd most of the times estimated prices match the final rates. Variations, when they exist, can be both up-and-down-sides. However, we never hear complaints when customers end up with a confirmed rate that us lower than the initial estimate. We are constantly working on improving our rate calculator to increase the accuracy of our estimates.
Customer always has the option to cancel the contract, we never charge or authorize the customer’s credit card until we have a final confirmation from customer and carriers assigned to the order. Price never changes after final contract is signed and rate is confirmed. It’s a standard practice in freight and car shipping industry-to sign preliminary estimated contracts and finalize the deal once driver is ready to be assigned to the order.
Customers don’t often understand how the process of the car shipping industry works. As you see we were getting complains for vehicles damaged by drivers, even though we clearly indicate and explain that after pick up that carrier is totally responsible for the vehicle and claim needs to be made to the carriers insurance company and we are happy to assist with that.
Customer satisfaction is very important to us and we are are ready to do what it takes to lower the number of complains.