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:03/20/2025

  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.

  In February 2025, I used AutoStar to transport my truck. AutoStar sent a driver to load our truck onto their trailer. 20 minutes after the driver left, the driver called stating that he damaged the truck by hitting it underneath an overpass. The Box in the back of the truck was completely damaged. We notified AutoStar immediately. Sent them pictures and estimates. It has now been 1 month later and I've heard nothing back from AutoStar in regards to payment of the damages.

  

  Business Response

  Date: 03/22/2025

  We sincerely apologize for the inconvenience and frustration caused by the damage of the customers vehicle.
  We would like to clarify that as soon as we were informed that the vehicle had been damaged we contacted the carrier and his insurance company in several occasions to ensure the prompt resolution of the claim. We filed a damage claim with the ****************** obtained a Claim number and an adjuster in charge of customer's case. All these details were not only provided to the customer but also he was always included in the process since the beginning.
  We understand this must be frustrating for the customer and while we are committed to helping facilitate communication with the carrier to ensure a smooth claims process, we must respect the decision, times and policies of the motor carriers insurance company, who are already working on the claim.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23091635
  
  I am rejecting this response because no one from AutoStar has contacted me regarding the insurance claim. AutoStar has thrown me in the middle of the battle between 2 insurance companies. I've not received any communication from AutoStar since February.  
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 04/07/2025

  What the customer stated is not accurate, but we understand his frustration. Once we were notified of the damage to his vehicle, we contacted the carrier and their insurance company as part of our standard procedure. We presented all options to the customer in writing, including the possibility of reaching an agreement directly with the carrier or allowing us to file a damage claim with the insurance company. The customer decided that the best course of action would be to file a damage claim with the insurance company. Consequently, this claim is now in the hands of an adjuster and beyond our control. We would like to remind the customer that, per our contract, our company supports our customers in their efforts to find a resolution when a damage occurs. However, AutoStar Transport Express is not responsible for any damage resulting from negligence by the assigned carrier. We recommend the customer to wait for the adjuster's decision or contact Jac Transport.

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising 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.

  Booked a while in advance and I get dates fluctuate but they picked the car up 8 days later. When trying to contact driver I had to communicate with a translator given the driver didnt speak English? On top of that they asked for more money for gas. The person I booked with(*****) stopped responding so someone else had to reach out, I guess he felt bad? Im moving cross country by myself and I tried to coordinate with them as best as possible but there was no communication about weather traffic (all excuses after the fact). You get what you pay for I guess. Lost wages and spent too much money on a rental waiting for them. People please avoid them. Attached is what I had to sign with dates just a mess.

  

  Business Response

  Date: 03/17/2025

  We sincerely apologize for the inconvenience and frustration you experienced during your vehicle transport. We understand how important timely service and clear communication are. As the customer mentioned, dates are not guaranteed and can fluctuate. The driver picked up two days after the estimated pick up date and delivered two days after the estimated delivery date, totaling seven days from estimated pick up to actual delivery.
  Customer moved from ********** to ***********, average time for transport is seven to ten days, as explained to the customer.
  We truly appreciate your business and regret any stress this caused you.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23065615
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:02/20/2025

  Type:Sales and Advertising 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.

  On 2/3/2025 I placed an order for shipment of two vehicles to be picked up no later than 2/20/2025. I contacted the company numerous times beginning the week before to get confirmation. They kept telling me they had not secured transport. Our flights leave early on 2/21. I contacted another shipper on 2/19 and the guaranteed shipment on 2/20. I cancelled my order with Autostar and asked the to refund my $395 deposit. They refused.

  

  Business Response

  Date: 02/24/2025

  We sincerely apologize for the delay in locating and assigned a suitable carrier.   We have issued a full refund to the customer. 

   

  Customer Answer

  Date: 02/24/2025

   
  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,
  
  Gusten Brainerd

• Initial Complaint

  Date:01/29/2025

  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 recently used AutoStar Transport Express to ship my car from ** to **, and it was very disappointing. Initially, *******, the sales representative, offered a great deal and promised delivery within 3-4 days. However, the reality was far from what was promised. The company assigned a driver who spoke no English which made communication difficult. The car was to be delivered by 5:00 - before it got dark. Due to rain, the driver asked if he could deliver it at 7:00, and I agreed. At 7:00, no car and no communication. When I reached out, he asked to deliver it the next day. I asked that it be delivered that evening, and he arrived.While unloading the car,, the driver backed it into a curb and scuffed the tire. I filed a claim, and the runaround was awful. Autostar finally handed the issue to *********************, the insurance company for ****** Transport, the company that actually transported the car. Progressive told me that ****** has a large deductible ($ *****) and my claim was below the deductible amount. Autostar then told me ****** did not have the $ 175 to pay the deductible amount for my ******** get what you pay for. Autostar gives inexpensive quotes because they subcontract to people who have insurance so they can say they have insurance, but they have huge deductibles which they cannot pay. That is the same as not having insurance at all! Autostar refunded part of my transportation fee to cover the tire. So, they did the right thing - perhaps because my claim was small. But, what if I had more significant damage and a larger claim? I would be concerned.

  

  Business Response

  Date: 01/30/2025

  We sincerely regret that your experience did not meet your expectations. At AutoStar Transport Express, we work hard to connect our customers with reliable carriers, and we take concerns like yours very seriously.
  We understand that communication with the driver was challenging and that the delayed delivery caused frustration. While weather and unforeseen delays can sometimes impact schedules, we expect carriers to keep customers informed, and we apologize that this did not happen in your case.
  
  Regarding the damage to your tire, we understand how frustrating the claims process was. As a brokerage, we do not own trucks or provide insurance; however, we only work with carriers that are insured. Unfortunately, as with many insurance policies, deductibles apply, which can sometimes complicate small claims. To ensure customer satisfaction, we refunded part of your transport fee to cover the cost of your tire.

  
  We appreciate your feedback as it helps us improve our service. If theres anything else we can do to address your concerns, please feel free to reach out to us directly.

  Customer Answer

  Date: 01/30/2025

   
  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:09/29/2024

  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.

  We called autostar and talked to Demetri. We explained that we need my sons car transported from *******, ** to ********, ** on 9/15/24. ******* advised that it is a 3-5 day window but we could pay extra to have it picked up on a specific date which we agreed to. We explained to him if it cant be picked up on this day then its not an option for us. He assured us several times this can be done so we paid $595 at this time and were told we would pay the rest ($1000) when the car was delivered. ******* also asked Bleys to sign a contract even though it states the car will be picked up within 3-5 days from the first day its scheduled. We questioned this and ******* advised that its a standard contract and assured us that it will be picked up on 9/15 so my son signed the form. On 9/13/24, my son got confirmation from the agent stating the car will be picked up on 9/15 approx at noon. On 9/15, Bleys texted the agent at 9am to confirm pick up but no answer. Bleys then texted around noon and the guy responded h*** have to get back with him. About 12:45pm, the guy called and said they wont be able to pick up the car because they were in *******. He said the driver missed the car & now the truck was full & wont be able to get back for at least 2 to 3 days. My son and husband explained to the agent that this is not an option but agent advised the car couldnt be picked up on the agreed day. Due to this and them being so unreliable, my husband and son had to cancel the order due to their negligence and breach of agreement. We spoke to a manager on 9/19 that was supposed to be investigating it and call us back but we have yet to hear anything. We demand our $595 back, although we are out of so much more than that due to cancelled flights and other expenses.We were lied to and feel this was a ************* to get our money. The original call was recorded. If they would listen to the call they would know we were lied to and set up!

  

  Business Response

  Date: 09/30/2024

  Our sincerest apologies for any misunderstandings and inconveniences caused.  The carrier we assigned us assured us they could make the scheduled pickup, and this was the information relayed to customer.  Unfortunately the carrier had a change in routes, and could not make the pickup as originally scheduled.  

  We have issued customer a full refund.

   

  Customer Answer

  Date: 10/10/2024

   
  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:08/26/2024

  Type:Product 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 heard this company to transport my car from ********** ******** to *********************. The gentleman that I talked to told me that they would have someone to transport it by the end of the evening he would contact me back in an hour he never contacted me I called him on multiple occasions and he just kept putting me off I'll call you back in 5 minutes I'll call you back in 15 minutes I'll call you first thing in the morning none of whichever happened he also gave me another number to call which was a disconnected number so things seem to be very fishy and fraudulent at this point the only thing I wanted to do was cancel the order before they come and picked up my son's $10,000 car that I possibly could never see again so I requested a refund I spoke with customer service he stayed on the phone with me while he sent me an email and had me to respond to it I also did that he told me everything was good and that I would receive my refund within the next 48 hours now I spoke with someone and they told me that I'm not going to get a refund because I canceled my order too early this company did not help me in any way they did not render service in any way and therefore I would like for my $195 to be refunded to me.

  

  Business Response

  Date: 08/29/2024

  Thank you for the feedback.  We apologize for any inconvenience caused to the customer. All the numbers provided to the customer are in service and come through directly to AutoStar. Although the customer did not give us the agreed upon amount of days to locate a driver, we, out of good faith, cancelled and refunded the customer in full. We wish them well.

  Customer Answer

  Date: 08/29/2024

  The business emailed me and said that they refunded me but I have not received anything as of today. 8/29/2024.;

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22196903
  
  The business emailed me and said that they refunded me but I have not received anything as of today. 8/29/2024.;
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/31/2024

  Refund was issued 08/29.  ****** shows the refund complete.   See attached. 

  Customer Answer

  Date: 09/03/2024

  I did receiver refund thank you so much for your help.

  Customer Answer

  Date: 09/04/2024

   
  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:08/05/2024

  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.

  I recently used AutoStar Transport Express to ship my car from ** to **, and it was very disappointing. Initially, *******, the sales representative, offered a great deal and promised delivery within 3-4 days. However, the reality was far from what was promised.The company assigned inexperienced drivers and unreliable trucking companies, which led to significant damage to my vehicle. When my car finally arrived, it had several dents and damaged plastic parts. Despite having insurance coverage, the resolution process was a nightmare.Communication throughout the ordeal was poor. ******* stopped answering my calls, and I received false updates about the delivery. At one point, I was asked to pay an additional $500 because there were items in my car. Feeling pressured, I paid the extra fee.Once the case was assigned to the trucking company's insurance, Great ************************ (*******************, ************), they assessed $9059 in damages. Although initially helpful, it became clear they were aligned with the trucking company, Aslam LLC, and its drivers.AutoStar's terms and conditions seemed to absolve them of any responsibility. Despite noting the damage on the bill of lading, the claims process was lengthy and frustrating. After submitting proof including messages, calls, photos, and videos, they suggested using my own insurance. The bill of lading lacked proper documentation, making it easier for them to deny responsibility.Overall, my experience with AutoStar Transport Express was extremely disappointing. I would not recommend their services due to poor communication, unreliable partners, and the hassle involved in resolving issues. Beware of AutoStar Transport Express, Aslam LLC, and Great ************************, as they do not stand behind their promises or support their customers.

  Customer Answer

  Date: 08/05/2024

  I recently used AutoStar Transport Express to ship my car from ** to **, and it was a very disappointing experience. Initially, the sales representative, *******, offered a seemingly great deal and promised delivery within 3-4 days. However, the reality was far from what was promised.The company assigned inexperienced drivers and unreliable trucking companies, which led to significant damage to my vehicle. When my car finally arrived, it had several dents and damaged parts. The car was left in a PA lot during transport, where someone attempted to break into it. The trucking company tried to hide this by doing a poor dent repair job on the drivers side pillar and left all damages on the passenger side untouched. Despite having insurance coverage, the resolution process was a nightmare.Communication throughout the ordeal was poor and I received false updates about the delivery. At one point, I was asked to pay an additional $500 by the trucking company Aslam LLC *****************) - Mukhammadsoil *********, and AutoStar Transport was unavailable after 5 PM EST on Saturday, 06/08/2024. The initial delivery date was 06/09/2024, but the trucking company driver called me on 06/08/2024, threatening to leave my car in the ** lot if I did not pay the extra fee due to items in my car. Feeling pressured, I paid the extra fee to ensure my car's delivery which was delivered on 06/12/2024 after 3 days of intial delivery.Once the case was assigned to the trucking company's insurance, Great ************************ (*******************, ************), the process became even more frustrating. They assessed $9059 worth of damages. Although initially helpful, they clearly aligned with the trucking company, Aslam LLC, and its drivers.AutoStar's terms and conditions seemed to absolve them of any responsibility. Even after noting the damage on the bill of lading, the claims process was lengthy and frustrating. Despite submitting ample proof, including messages, calls, photos, and videos, they suggested using my own insurance for the damages. The bill of lading lacked proper documentation, making it easier for them to deny responsibility.Overall, my experience with AutoStar Transport Express was extremely disappointing. I would not recommend their services due to poor communication, unreliable partners, and the hassle involved in resolving issues. Beware of AutoStar Transport Express, Aslam LLC, and Great ************************, as they do not stand behind their promises or support their customers.I would like to thank ****** from AutoStar Transport Express customer support, who helped me reach the trucking company's insurance. However, AutoStar's promise of insurance coverage is meaningless unless the trucking company and their insurance accept the claim, as AutoStar clearly states they are not responsible for any damages. If you give them a 1-star review, they start calling and accusing you of doing it for charging you extra. Its absurd to think anyone would damage their own vehicle for a mere $400.

  

  Business Response

  Date: 08/06/2024

  Thank you ***** for taking the time to share your feedback about your recent experience with AutoStar Transport Express. We are genuinely sorry to hear about the difficulties you faced during the shipping of your vehicle from ** to **. Your experience is not reflective of the high standards we strive to uphold. Firstly, we apologize for the discrepancies between the initial delivery estimate and the actual delivery timeline. There are absolutely no guarantees regarding pickup or delivery times and dates since any shipment, regardless of the type of trucking, may be delayed due to adverse weather or road conditions, illness, mechanical breakdown of trucks, supply and demand for trucks and drivers, and hours of operation, etc. We understand how important timely delivery is, and we are sorry that the carrier did not meet your expectations in this regard. Regarding the issues with the condition of your vehicle upon arrival, we are truly sorry for the damage that occurred. We take the integrity of the vehicles we transport very seriously, and its concerning to hear about the damage and the attempted break-in. We understand that the resolution process was frustrating, and we are sorry to hear about the poor communication and additional fees you encountered. We are committed to ensuring a smooth claims process for our customers, and it seems that we fell short in this case. We will review our communication procedures to ensure that our customers receive timely and accurate updates moving forward. We are glad to hear that ****** from our customer support team was able to assist you in reaching out to the trucking companys insurance. However, we regret that the resolution was not as swift or satisfactory as it could have been. We will work on improving our collaboration with our partners to provide a more seamless and supportive experience for our customers. Thank you for bringing these issues to our attention. We value your feedback as it helps us identify areas for improvement. We are committed to addressing these concerns and enhancing our services to better serve our customers in the future. Best wishes.
  
  
  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22092293
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/27/2024

  Type:Sales and Advertising 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.

  On May 30th, I signed an agreement with AutoStar Auto Transport to ship my vehicle from ******* to ***** on or about July 26th. I made if very clear at the time that the vehicle would have to be picked up no later than July 27th since I would leaving town on the 28th and no one would be home afterwards to hand off the keys to the carrier. In early July, as the shipping date approached, I called the company to confirm that my vehicle was still on their schedule, reiterating once again that the pickup window could not extend past July 27th. I was told that the company would contact me around July 19th or at the beginning of the following week, once the company had dispatched a carrier to pick up my car. Again, the stated target pickup date was July 26th. As of July 23rd, I had heard nothing from the company so I called again to confirm that I was still scheduled for pickup and was told that they had not yet dispatched a carrier. I emphasized again that the vehicle had to be picked up no later the July 27th. I received a text on July 26th stating that the company was looking for a carrier to pick up my vehicle and that they would contact me once they had found one. When I had not heard from the company by late in the day on the 26th, I called to see if I was still on the schedule and was told they were still looking for a carrier. I asked if they would be able to pick up the vehicle on the 27th (Saturday), and they confirmed this was a possibility. I had not heard from the company by 4:45 on the afternoon of the 27th, so I called customer service to cancel the order because I was leaving town the next day, as I had told them several times. I was informed I would not get a refund of my deposit because I had canceled during the 5-day window they supposedly provided (I was never told this). Since they did not provide the service they were retained to provide, I am requesting a refund. I find this company extremely suspicious.

  

  Business Response

  Date: 07/30/2024

  ****REFUND ISSUED****

  Our apologies that a carrier was not located and assigned in the short time frame given.  A full refund has been issued.

   

• Initial Complaint

  Date:06/12/2024

  Type:Product 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.

  Order tracking # ******** I spoke with ********************* at AutoStar Transport on 5/15 to arrange auto transport for my daughter's vehicle from *******, ** to ******, ** and indicated that the vehicle needed to be pick up on either 5/24 or 5/25 because we were leaving on 5/26. ***** acknowledged the request and submitted the order. I called and emailed numerous times requesting a status update. On 5/25, an agent indicated that the vehicle could not be picked up until 5/28 and delivered on 5/30. Because the vehicle could not be picked up by the specified date, we drove the vehicle to *****. AutoStar did not provide the service indicated by *****, an agent of the company. I was not informed that your company could not meet the timeline. Resultingly, I respectfully requested a refund for non-compliance with our agreement. The request was denied. My credit card was charged $205 on 5/23 and the company denied my request for a refund. I plan to submit a customer review and ****** review warning other not to do business with AutoStar. ***** should have said that we cannot meet our timeline. ***** stopped returning calls. I signed the contract with the understanding that my vehicle would be picked up by May 25. AutoStar should not get free money not providing a service. Any help would be greatly appreciated.

  

  Business Response

  Date: 06/13/2024

  Our sincerest apologies that the requested pickup time frame was not met.   Upon further review of the customer's order, we feel that there were some mis-communication faults, that we are working to correct.  We have issued the customer a full refund of his $205.00 deposit.  

  We wish the customer well.

   

   

  Customer Answer

  Date: 06/14/2024

   
  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:06/03/2024

  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 reached out to this towing company to see if I can have my car towed from ********, ** to ********, **. I attached screenshots of the conversation I had with one of the employees. They didnt have a driver for me so they sent someone the next day who wasnt able to tow the car. I havent heard from the company for a day I reached out again and was told they are going to keep looking ( which sounded funny to me because I thought the company themselves would be towing my car not outsourcing it) the company then got back to me and said that if I paid more they have someone who is willing to tow my car. I said okay and again there was an issue and the car had not been towed. I havent heard from the company for 6 days so I found someone else to tow the car. When I reached out for a refund they told me they wouldnt be giving me a refund.

  

  Business Response

  Date: 06/04/2024

  We apologize if the customer is not satisfied with the level of service they have received.  Customer has left out some very important key details concerning their order which resulted in the non refundable deposit. 
  Firstly, AutoStar Transport Express is a fully licensed broker, and we do not hide from that fact, and at no time was customer led to believe we owned trucks.  It was his own misconception that we owned trucks.  
  We assigned the carrier USA Transport *** on 05/21 to pickup on 05/22.  05/21 was just the 2nd day of vehicle availability.  Well within our contracted dates.  We were told by the customer that the vehicle was INOP, but that is did roll and the keys were there.  The assigned carrier went to the pickup location as scheduled, and the vehicle DID NOT roll and the keys DID NOT work.  The customer totally misinformed us of the condition of the vehicle, and it is a requirement and part of the terms and conditions in the contract that an INOP vehicle must roll, brake and steer.   For this reason the carrier was not able to load the vehicle.  
  Because we rendered our services, and the carrier attempted to render their services, but the customer did NOT fully disclose the conditions of the vehicle, the deposit was non refundable.  
  The customer then chose to cancel their order.   
  Please see attached dispatch sheet, and signed contract clearly showing that the customer was NOT going to pay anymore than what they were contracted for. 
  We wish the customer well.

  Customer Answer

  Date: 06/04/2024

  It was my mistake that I didnt know they were a broker company, however I did make sure to let them know I will need a specific tow truck which has a wheel lift and dolly because the car was not facing the right direction. 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21796318
  
  I am rejecting this response because:

  I did let the company know that I will be needing a specific tow truck which is a wheel lift and dolly because the car wouldnt start and the location and direction the vehicle was facing would only be able to be towed by a wheel lift and ***************** truck. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/05/2024

  Wether or not the car started or did not start was NOT the issue.  Yes, we knew it would not start.  The issue was that it would not roll!  If it doesn't roll, then a normal carrier equipped to handle INOP vehicles will not be able to load it because the vehicle doesn't roll!   We would have sent the correct carrier out there, had we known this.  

  It was the customer's responsibility to inform us that the vehicle did not roll, as clearly stated in our contract.  We sent the correct carrier based on the information provided to us from the customer.

  11. If Customer is shipping an inoperable vehicle, Customer is responsible for fully disclosing the condition of the vehicle and that it is inoperable. Customer may be required to help load and unload said vehicle at the discretion of the driver. Should vehicle(s) become inoperable during transport, $200.00 will be due at the time of delivery in addition to any other money owed. It is the Customers responsibility to make sure the vehicle is in proper working order. INOPERABLE VEHICLES MUST BE ABLE TO ROLL, STEER AND BRAKE. If the inoperable vehicle does not meet any one of these three conditions, additional fees may apply. If a vehicle is INOPERABLE and the carrier cannot physically reach the location, a local tow truck may be used to deliver the vehicle to the assigned carrier at the expense of the Customer.

   

  

  Business Response

  Date: 06/05/2024

  The question of whether or not the car started was never the issue.  We knew it would not start, but was told that it would roll.  We sent the correct carrier out there based on the information the customer provided us, but the carrier was NOT able to load the vehicle because it would not roll.  Because it would not roll, it would have needed a completely different carrier. 

  Below is a note we have in our order.  The carrier went to the actual location and attempted to load, but could not because the vehicle would not roll.  The carrier was VERY upset at us because he felt we misinformed him, which WE were misinformed by the customer. 

  called driver, **************, and explained he was at the location yesterday, the vehicle doesn't roll so while he knows all the info on the dispatch sheet, says we misinformed him and asked for a dry run,

  Also, below is in our contract.  We make it VERY clear as you can see by the big bold font, and INOP vehicles must be able to roll, brake and steer.   We would have been happy to find the customer the correct carrier needed, in fact our agent reached out to the customer asking if we could still help him, but he chose to cancel the order.  And because he did not fully disclose the conditions of the vehicle, and because we rendered services by assigning a carrier, and, also because the customer cancelled the order while still within the contracted dateshe is not eligible for a refund.  We did our job and we did it correctly based on the information we were given.

  11. If Customer is shipping an inoperable vehicle, Customer is responsible for fully disclosing the condition of the vehicle and that it is inoperable. Customer may be required to help load and unload said vehicle at the discretion of the driver. Should vehicle(s) become inoperable during transport, $200.00 will be due at the time of delivery in addition to any other money owed. It is the Customers responsibility to make sure the vehicle is in proper working order. INOPERABLE VEHICLES MUST BE ABLE TO ROLL, STEER AND BRAKE. If the inoperable vehicle does not meet any one of these three conditions, additional fees may apply. If a vehicle is INOPERABLE and the carrier cannot physically reach the location, a local tow truck may be used to deliver the vehicle to the assigned carrier at the expense of the Customer.

  29. Quoted price for transport is based upon the shippers FULL DISCLOSURE of the type of vehicle transported. Failure to identify modifications to the vehicle or the true dimensions of the vehicle (included by not limited to regular cab, crew cab, long bed, short bed, diesel, 4X4, flip-top conversion vans, extended length cargo vans, over-size (non-stock) tires or rims, lift kits, ground effects, modifications affecting ground clearance, ladder/roof racks, toolboxes, etc.) may result in additional fees. If a carrier is assigned and is unable to lead vehicle due to non-disclosure of information by the shipper, AutoStar Transport Express LLC reserves the right to cancel the order with no refund.

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  Operations Manager
  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21796318
  
  I am rejecting this response because:

  I had made it clear that the car being towed needed a wheel lift and dolly. The car was able to be rolled and I know this because I ended up doing it myself because I had not heard back from the business for over 5 days. In the messages between the business and myself you can see me making it clear that I need a wheel lift and dolly before I accepted the quote and paid. 
  Sincerely,
  
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