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:03/14/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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 charged twice to change a schedule for a towing and delivery on the 28th of February when the first charge for February 06 and this is all in 2025. ****** Del **** said it was a mistake made and was supposed to get my refund, he claims the refund was processed and put back within my banking account and my bank has confirmed there are no funds. All he did was text and email a receipt, I feel like he is running a scam and this company needs to be looked into

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 booked shipping for 2 cars across country on 7/4/24. Had a shipping window of 7/26 - 7/29. I had not heard from company so I called today 7/29 only to find out the company had been taken over by another transport company and the new company will not honor my payment. They already charge for shipping and I am working with credit card company to get my money back.

• Initial Complaint

  Date:05/07/2024

  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.

  4/30/2024 I received an online quote of 980$ to transport my car from Fl to Ma. I put down a 200$ deposit and the balance was to be paid on delivery of car. Pick up was requested for 5/3; however, I was aware it could be picked up until 5/6. I called 5/2 and 5/6 to request an update and was told they were still looking for a driver. 5/6 I checked my email before going to bed and found an email sent at 6pm saying they had a driver and car would be picked up 5/7 but the cost was $1450 not the quoted $980. I called them in the morning and was told they couldnt get a driver for their original quote and if I cancelled they would not refund my 200$ deposit. I explained the $1480 was $500 more than my quote and was told this is how the industry works. I decided to move forward since I need the car and by this point almost a week had passed. I was told pick up would be 4:30pm-6:30pm 5/7. 7pm I had still not heard from driver or transport so I called to get an ETA. Dispatch was unable to get in touch with driver and could not give us a pick up time. 8pm dispatch closed for night and they had still not found the driver so I had to cancel the pick up as it was dark and my elderly mother was not comfortable meeting a driver alone at night. In addition, I did not feel safe putting my car on a truck with a driver the dispatch was unable to reach even after multiple attempts. I was told they would not refund my deposit.

  Business Response

  Date: 06/07/2024

  Hello,

  Sorry for the delay as we thought the response was processed. 34008058 was refunded. We made an exception to our policy on refunding orders that were not canceled after a driver was found. See copy. Thanks.

• Initial Complaint

  Date:05/06/2024

  Type:Order 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 April 3trd 2024 I contracted with National Express to move a Dodge van from ******** Ga to ********* for $670.00. I had reviewed the terms of the contract and the price was fixed and pickup was to happen withing 10 business days or the contract would expire. A deposit would happen only once a carrier was assigned. I have emails from Nation Express stating this. In the agreement there where penalties if a carrier was assigned and Nation Express had to chase me for the deposit so I entered my billing information. A deposit of $295.00 was immediately taken. That was on April 3rd. There has been no drive assigned to the contract. After many calls, I never got one from them, asking what was happening they kept saying that they are waiting for the drivers insurance and bond information. Finally on April 19th a representative said that a driver was willing to take it but for $200 more than quoted price. The driver gave that price on the 12th. I had called several times after the 12th and kept getting the "waiting for insurance" line. On the 19th I cancelled the order for the following reasons Deposit taken without a carrier assigned Price was fixed and assured doable but then Nation Express wanted to rise the price.Once the agreement is made I no longer had access to the terms of service.Not once before I canceled the order did National Express ever try to contact me with update or with information I had requested. They agreed to cancel the order and refund the deposit. I have an email stating that from National express on April 19th. As of May 6th I have not yet received the return of the deposit nor have I gotten a promised call back to let me know what is happening with it.

  Business Response

  Date: 05/06/2024

  Customer called asking for refund because they canceled.  Investigated to assure driver never went to residence, otherwise deposit not refundable. Verified customer was permitted for refund upon his call this afternoon at 3 pm.   Customer hung up while on hold. Called customer back that refund was approved. Later at 7:48 pm, a complaint came in. Called customer again not when complaint arrived at 7:48.pm to ask why if refund was sent as requested and receipt copy sent prior to complaint.. Also no answer.   Customer please be aware refunds are made available instantly on credit card because of banking rules, not us. Refund was indeed provided upon today's request. Recommend customer call their cc company to verify this is indeed now the their refund system works and not how we function. Thanks.

   

   

• Initial Complaint

  Date:01/16/2024

  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.

  On December 19th I had confirmed January 3rd **** to have a vehicle shipped from ** to **, I received an order confirmation and was provided with a confirmation number (********). On that same day I received an email asking to put a card on file for the deposit and to keep things moving smoothly. I put the card on file that same day. In the order confirmation email it clearly states "If you booked with our standard rates, its 1-3 days from the first day we can come get the vehicle or up to 5 days when booked at the last minute. Once your vehicle is scheduled for pickup we recommend a 24 hour window (1 day +/-). This will help account for delays or if they are early." Fast forward to January 3rd I had not heard anything from the company. I waited until Friday January 5th to contact them for an update. They told me they had secured a carrier and were waiting for the carrier to provide some insurance information they needed. I was told I would be contacted by the end of the day with an update, I was not. I called again on January 8,9,10 and was told the same thing. They are still waiting for the insurance from the carrier and they will call me by end of day with an update. I have never gotten a call or update. Finally I called yesterday, 1/15/24 and was told that there was an issue with the carrier and they are trying to find a new one. I asked to speak with a supervisor and was told that he was not in until 2. I called back at 2:30 and again, no supervisor in. I called AGAIN today 1/16/24 and asked to speak with a supervisor and was told that he is on leave until Thursday. I am now almost 2 weeks past the date my car was to be picked up and nobody at National Express can give me any kind of update as to when or even if my car will be picked up. I am extremely frustrated and disappointed with how this company has treated this issue. Confirmation number: ******** Date for pickup: 1/3/24 Email states UP TO 5 days past pick up date Current date: 1/16/24

  Business Response

  Date: 01/30/2024

   

  Hello,  This order has been marked as delivered by the driver 9 days ago?  We received an email about this complaint today 01-30-2024 at 7:43 pm.  However customer entered that the date was "*****" We are a little confused about the complaint but we will try our best to speak as to what we understand occurred. From our understanding, there was an early bird carrier in December who booked this but never sent their insurance to us.  After the new year, as we saw the first available date approaching we requested it again, and concerned there was something amiss, we changed carriers by posting it on the board and blacklisted the carrier.  At that time as it is typical for holidays, delays came about as a large amount of carriers are usually off for the new year. So, it became apparent there were less carriers in the area as most of these drivers were not willing to go to your location at the time.  As a courtesy, we lowered our fee from $295 to $99 to give more money to the carriers to help bring on a driver from further away. Something nearly no auto shipping company does. From our understanding you spoke to our supervisor, ***** a few times. There is no higher-up for customer service although we do see there were requests for that but no other contact exists in that capacity. 
  I see the excerpt you mention here about our average 3 day window. Please understand, as it says on the site that pick up times are averages and it can change if the vehicle is in a rural area, hard to reach, or during holidays. Not a hard set rule. See our "how long does it take " section on our site. No company should ethically or can guarantee a date. It would be a lie to do that to a customer.  We vigorously worked on finding a carrier and finally were able to do so without raising your cost.  From our understanding, we have not heard any further from you and the car is delivered as of 9 days ago. Included is a screen shot of the car marked as delivered and driver paid by you. Thanks.

  Customer Answer

  Date: 01/31/2024

   
  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:11/15/2023

  Type:Product 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 booked a transportation request from ************* ** to ********* ** in September of 2023. National Express was supposed to pick up my car on October 26 2023. The took the deposit amount ($465) from my checking account on 9/28/2023. They failed to pick my car up and had very poor communication during the process so I canceled and went with another company. It has been over 2 weeks since I canceled and and vet to receive my refund for the deposit. I have made several attempts to collect and gave different formats of payment that could be used to get the money returned and all I keep getting is "we reached out to the accounting team and I have not received a response, soon as I get a response I will let you know." that is unacceptable.

  Business Response

  Date: 11/16/2023

  Hello,

   We completely agree the customer deserves a refund. However, our terminal will now allow it.  Included is screenshot of error.  We get an error. We have already informed the customer that they need to call their CC company and we will not challenge the dispute.  We have called our terminal support and they have told us that we can send a "cash refund". However, our concern is that we send that refund, and then we lose twice the money twice if our response is not accepted in the dispute saying we sent a money order or other form of payment. Therefore it has already been stated that we cannot do anything and it may also be because customer already started a dispute that we cannot refund the money. We do not know what else to do here. Customer is advised to call cc company, we will not challenge.  Included is screenshot of error. Customer thinks we are not being truthful about this.  We have never experienced this error. Customer may have canceled their card. Even so, they are *********** challenge transactions even if the bank closed the card on them.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20875548
  
  I am rejecting this response because: they waited more than 2 weeks after cancellation to tell me that there was an issue. I feel as if they only told me because of this BBB complaint. I updated the card information 2 weeks ago and gave them ***** and ******* information for other forms of payment. I spoke to my bank and it could take up to 90 days to complete the dispute and since the money cant be refunded by the merchant, I will be charged the $465. So it is a $465 loss for me .. this company has terrible communication and does not care about the customer. They agree with me but still wont use the other avenues that they have to pay me my money. At this point I will be contacting a lawyer. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/17/2023

  Good morning BBB, thank you for taking time to view our response.
  
  
  We have further investigated the matter with our merchant account.  It was stated by our merchant provider that person filing the complaint could be using a locked and stolen card that is part of a credit card refund scam. A fraudster could be using a stolen credit card that was already canceled and could be attempting for us to send funds by other means where we would lose double the money. We are not inclining that the customer is doing this, however, this further makes it more important for us to assure that the card is refunded properly. 
  
  
  On a recorded call, the customer provided a different credit card to push the refund to saying they had other fraud occur and they have a new card number because of it.  Is also worth noting, the name on the order does not match the person who has been calling. The credit card is under *******************. The Man is named *****. After we told him we cannot refund a card that we've never charged he then tried to provide a Zelle account and a cash app account. All methods not allowed by *************** rules. As per **** MasterCard, giving a refund in cash for a credit transaction is considered a credit advance and not allowed because if the person is receiving cash for a credit transaction, it should be billed to the customer as a cash advance. Therefore, not allowed . 
  
  
  As in our previous response and shown by the screenshots, we have tried in every way possible to refund the card and our merchant account cannot help directly any further.  We ship various cars daily and refunds are part of the business for which we do not have issues with any other card refunds.
  
  
  We truly have no problem to refund this customer, but the credit card dispute process is  the only way, as suggested by both USAA, and our own merchant account provider which already opted to waive the $25 chargeback fee, because we have contacted them in advance.
  
  
  The customer states that it will take too long for the dispute process, however, as a courtesy, we called USAA and our own bank for more reference and they stated that when a customer disputes a credit card charge, they will get the credit within three business days as a courtesy while the investigate. Regardless, the 90 day period takes into account all the time between responses and rebuttals that it would take for a dispute to finalize. In our case, as we have told the customer we do not plan to challenge dispute in any way, and they can use this information as reference to show their credit card company if we were to respond and try to challenge. Which we are not.
  
  
  In conclusion, the customer stated we took two weeks to respond with this response. This is not correct. The customer called last week regarding the refund and as our terms and condition saying, it can take 7 to 10 days as we need to investigate certain factors, such as if the car was indeed delivered, if the driver worked directly with the customer to circumvent the broker fee, and other , which protect both the customer and us from having issues. This is not include the day or so. We have been trying to figure out why the refund will not push through no matter what we do.
  
  
  I hope this helps clarify the situation and demonstrates that we are trying vigorously to help the customer and I have no interest in keeping his $465, rather, we want them to take action on the dispute immediately so they can get their money within three business days. 
  
  
  Once again, we have tried to refund the card and it is not allowed as provided by the screenshot in the previous response. The customers mere rejecting the response does not validate that we have no other means of giving them the money. But thankfully due to protections provided by **** and MasterCard, they can get their money back during the dispute process, which we were ready to immediately accept and not challenge.
  
  
  Finally, we will be more than glad to volunteer a copy of the chargeback acceptance confirmation the moment it appears in our system to further show we are acting in the best way possible, and in good faith towards the customer. 

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20875548
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/21/2023

  Type:Product 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 January 14 I requested transport services. Their terms of service make it clear that I am able to cancel the request without charge as long as my cancellation notice to them occurs prior to their dispatching a carrier. On January 15, I determined that it would not be practical to have them transport the vehicle. I sent notice to them on January 15 via email as well as using their website notice system that I was cancelling my transport request. On January 17, I received an automatic email from them stating that they were scheduling dispatch and charging my credit card for the $295 deposit. After repeated emails and phone calls to them from January 17 through January 20, they have not agreed to refund the deposit charged, even though I have provided them with the proof of cancellation on January 14, well before they assigned dispatch on January 17. I have forwarded them the emails sent to them on January 15, as well as screen images of the submitted cancellation sent to them on January 15. I will say that this is the only time I have ever submitted a complaint to the Better Business Bureau. I cannot recall the last time I have had such a poor customer service experience by any business. I have called and emailed repeatedly to give them ample opportunity to correct the situation to no avail. I have retained all correspondence proving my timely service cancellation, which I am uploading here with this complaint.

  Business Response

  Date: 02/14/2023

  Hello,

  We apologize of the late response, as we do not normally get bbb complaints. Our information shows that customer did not cancel prior to the dispatch. If the driver is assigned, the carrier made a space for the vehicle. Customer states they canceled. If customer can send copy of said email, we will be glad to refund as to our policy.  As of this date, we do not have an email from the contact form requesting it which perhaps means he replied to a delivery@ or donoreply@ which are do not reply addresses. Also, a call can be made. We encourage customers to simply call us. If management was aware we would have known of the complaint. 

   

  Thanks!