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:04/02/2025

  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.

  Hello,This is complaint / request for mediation with related to an existing issue for which I filed a BBB complaint (********).I have requested a copy of the customs brokerage documents that Shiplux had filed on my behalf which were never sent to me. Shiplux has declined. Please see screenshot attached for reference.Background on #********: My vehicle was delivered with some damage to the front bumper. Shiplux refused to acknowledge / remedy the situation. BBB tried to mediate but, no resolution was possible.I only seek the documentation and am seeking BBB's assistance prior to seeking legal action.Thank you for you time.Kind Regards,K.R.

  Customer Answer

  Date: 04/04/2025

  Hi *****,

  Thank you for your reply.

  Please note that this is not a duplicate complaint. I am requesting (request made on Feb 27, 2025) for the shipping documents from the shipper which I wasn't provided. I seek these documents to provide a copy to the *** for registration. I do not wish to rehash the original complaint. If the business is unwilling to provide me with the documents they filed with the *** when I asked them directly, what other alternatives do you suggest I try?

  To reconfirm: I am not looking to revisit the original claim, just trying to abide by the *** and CO laws.

  Thank you for your understanding.

  Kind Regards,

  K.R.

  

  Business Response

  Date: 04/08/2025

  Greetings:   We have supplied all documentation we have for your transport.  Your lawyer sent us a copy of all of the paperwork as well.  As mentioned numerous times,  the course of action here is either the carrier pays out of pocket  or an insurance claim is filed, which in this case seems to have been done.   You are claiming a fairly small scratch on the front bumper cover of your Tesla,   then submitted an estimate of over $17,000 to have the entire vehicle re wrapped which seems odd.   Your lawyer has everything needed to either take the carrier to court  or  to contact the insurance company to get this resolved.    Thank you.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23153667
  Hi *****,

  It appears that the gentleman from Shiplux is responding to a different BBB complaint; He is talking about a Tesla while I am talking about obtaining the paperwork they filed on my behalf with the *** for my 2011 ******* MKX.

  
  I am rejecting this response and request you to kindly ask the shipper to send me the documents via this portal. Thank you.
  
  Sincerely,
  
  ******* ***

  

  Business Response

  Date: 04/08/2025

  Greetings:   Our previous reply was not accurate, sorry about that.    Here is the accurate reply:     This client ordered a temporary import which does not include any CBP paperwork or customs documents. The client was not eligible for a formal import at the time of ordering transportation. Furthermore, if the client's status has changed they must take that car to CBP and have it processed for formal import. It is only allowed to be in the U.S for a maximum of 1 year otherwise their may be failure to import fines.        With respect to the damage claim,   our understanding is that the emblem on the hood of the car had fallen off during transport which could only happen if it were not secured to the car properly in the first place and is not an item covered by the carrirs insurance.   We have included the documents which were sent to the customer.    Thank you.

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  For your records: This document was NOT provided to me by Shiplux LLC. Furthermore, they refused to provide it when I directly reached out to them, as documented in the screenshot attached to this complaint.

  As promised, I do not seek any further actions from the business.

  Thank you for your mediation on this ticket.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:03/07/2025

  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.

  Terrible Experience with Shiplux Stay Away!I had an awful experience with ******* **** @ Shiplux, and I would not recommend them to anyone. I paid for an enclosed trailer to ship a 1968 Charger and a 4x4 pallet with an engine block on it from ************ to *******. After taking my deposit, they showed up with a trailer that couldn't even fit my pallet. ******* **** assured me that they would send another truck the following Saturday or Monday to pick it up, and I agreed to extra charges for sending an additional pallet with the original.The problems didnt stop there. The car arrived a day later, and the roof of the trailer was torn offleaving snow and debris all over my car. When I tried calling *******, it went straight to voicemail, and I received no callback. They then held my car hostage on the trailer and refused to release it until I paid the remainder of the balance. After finally reaching ******* two hours later, he suggested I get the car detailed and that they would bill the shipper for the damage. I ended up receiving only a $200 refund, despite already paying $795 for a professional paint buff, wax, and correction from the seller prior to shipping.If I had wanted my car exposed to the elements, I would have gone with an open trailer for half the price. It's now a week later, and I still have no pallet. ******* has completely ignored my calls since then. Theyve got their money and don't care about providing any kind of service after that. Shady business practices and horrible customer servicestay far away from ********************** unless you want to get overcharged for services you never received.Avoid this company at all costs!

  

  Business Response

  Date: 03/07/2025

  Greetings:    Thank you for your feedback.  Allow us to interject items you left out.    You signed a contract to ship your car.   We spoke about and agreed on " a few extra items"    Not 2 4x4x4 pallets.   We said we would look into getting a truck to get the 2 pallets for an additional fee however as of today, have not been able to do so as we ship vehicles,  not pallets.     The driver drove through blizzard like conditions and the roof of his trailer sustained damage which caused a little snow to get onto the hood of your car.   We had the carrier zelle you $200 to get your car detailed,  more than enough for an excellent detailer to clean your car (based on many vehicles we have had detailed ourselves).  Your car was delivered on a Saturday and as soon as we saw that you called,  we called back.   ******* has answered every text, call and email you have sent, including today when you threatened to bash us because of the misunderstanding about 2 pallets you never mentioned.    Nothing at all shady about the way we do business.    We value all feedback from our customers,  we simply ask that the feedback is accurate and honest.      Thank you again, we wish you the best.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23035072
  
  I am rejecting this response because: I called ******* Saturday no answer. And left voice mail. Monday. No answer. Left a voicemail no call back. Finally responds to a text. We agreed it would be 1- 4x4 pallet with an engine block. We discussed how it would be loaded on to the trailer. I informed him it was going to be loaded with a fork lift on the pick up location. And would be taken off with a pallet **** or by hand with two people on delivery. The sellers found extra parts the night before and said they would be going with the car. I didnt know about the SECOND pallet till the day of. Friday the day of pickup. ******* assured me he would get me the original pallet that I paid for shipping. On Saturday or Monday. I said I would be willing to pay extra to throw the second pallet on because it was not part of the original deal. As far as the $200 detail I paid the seller $795 for paint correction detail, buff, wax and polish. I did not receive my car the same condition it left in. There was snow, and debris all over the vehicle from the roof opening up. Its unacceptable. I never threaten to bash Shiplux. I just assured him bad news travels fast in this industry.
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/07/2025

  Greetings:    You gave your version,   we gave ours.  Let's agree to disagree.    Wish you the best.

• Initial Complaint

  Date:02/07/2025

  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.

  I hired shiplux to transport my boat for an interstate relocation for work. The day before pickup the original employee who had set up the contract no longer worked there and *** (not his real name) said that shiplux couldnt fulfill the contract. I cancelled that day, before any service was provided, and noticed $600 was charged on my account without my permission and after he said they couldnt do the job. I finally managed to reach him same day and he was very rude but did say he would refund the money. Its been 3 weeks and I have been unable to reach ***, his coworker that I spoke to briefly whos direct number I have, or the billing department that I left messages for explaining the situation.

  

  Business Response

  Date: 02/13/2025

  Greetings:    Your refund has been processed.    Thank you.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22911215
  
  I am rejecting this response because:
    I have not received a refund.
  

   

  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/24/2025

  Please see refund receipt.   Refund has been processed.   We have no control over how long it takes for your financial institution to update their system.    Thank you.

• Initial Complaint

  Date:01/24/2025

  Type:Customer Service 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 hired ShipLux to transport my motorcycle from ******* to ********. In speaking the ShipLux they claimed that all of their transporters are employees and do NOT outsource the transportation. Upon pickup of my motorcycle, everything was documented, photographed and signed off on. Upon delivery, my custom motorcycle was damaged and the transporter denied everything. After going over the paperwork with him he said that he would not relinquish the bike until the final payment was made. I tried calling ShipLux, but they then informed me that this is a third-party transporter and there was nothing they would do. After documenting all the damages (photos, videos, paperwork) I reluctantly paid. I then tried to get the claim process immediately started, but ShipLux fraudulently didn't pay the transportation company they outsourced this work to so the transporter won't even acknowledge my claim. I have tried for over 3 months now and 40+ emails, phone calls, text messages, voice messages, etc to everyone at ShipLux, but not a single reply to date. The transporter stated to me that until ShipLux pays them they won't discuss my claim and damages. I have gotten bids to repair the damages to my bike, which span between $5,395 - $7,680. I have tried everything possible to ahold of ShipLux but to no avail. I truly hope that with BBB we can get ahold of them and get me made whole again. Thank you very much for your consideration.

  

  Business Response

  Date: 02/03/2025

  Greetings:  We filed an insurance claim with the carriers insurance and are awaiting the reply.   Thank you.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22853893
  
  I am rejecting this response because: ShipLux is flat out lying. They have not only filed a claim, but not even paid their third party transporter so I as the customer can't file my claim to get my motorcycle repaired. I have emailed them consistently and they have not replied whatsoever. Please see attached 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/04/2025

  What you are saying is completely and totally untrue.  We have filed a claim and are awaiting the reply from the insurance company.   Thank you.     

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22853893
  
  I am rejecting this response because: again ShipLux hasn't taken any action whatsoever. I have provided email proof stating exactly that along with Advanced Auto Carriers response stating that ShipLux hasn't even paid them so they refuse to start my claim process. If ShipLux is claiming otherwise then provide proof of such transactions and steps both here and via my email @ ****************************. 

  Furthermore, ShipLux is screening my calls, emails, texts, voice messages further proving their distrust and lies. If they have something to the contrary then ShipLux needs to reply to my emails! HARD STOP!
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/26/2024

  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.

  In October 2024 I paid Shiplux $295.00 as a deposit to ship my vehicles to SC. My Shiplux rep. ****** with me through email and text. The rep. ********* with me that he had secured transport through a 3rd party. This is where things went south fast. the 3rd party called and texted to confirm dates. We started going back and forth as I needed an extra day to get to SC after pick up. I got my Shiplux rep. ******** and he assured me the Nov. 13th pick up and Nov. 16th delivery was set. On Nov. 13th we were loading our Uhaul to leave the morning of Nov. 14th. The window of pick up time came and went. We called and texted the company with no communication. We called and texted our Shiplux rep. *** finally got through on the phone. We voiced our concerns and he said they were on there way. We waited 2 more hours. Tried calling and texting everyone again. Zero communication from anyone. At this point we started to scramble to make other arrangements. Luckily we had friends with a enclosed trailer that could do it.Bottom line, Shiplux failed to properly secure a reliable 3rd party. I have emailed with multiple Shiplux employees including the CEO. The rep. **** me at one point the refund was in process. Another ****** date I still have not received my deposit of $295.00 back.

  

  Business Response

  Date: 01/27/2025

  Greetings:    Your refund has been processed,    thank you.

  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,
  
  *** ****** Iii

• Initial Complaint

  Date:11/24/2024

  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.

  Golf Cart Transport 11/12/2024 pickup 11/23/2024 drop off Golf cart was damaged during transport and the shipper is not willing to file a claim.

  

  Business Response

  Date: 12/02/2024

  Thank you for your feedback.  We will file a claim with the carriers insurance.  

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22599024
  
  I am rejecting this response because:

  I have not heard from them at all about this. They have not reached out or sent an email. I have called and was hung up on. There is more damage to the engine once I was able to get into the golf cart. This had to have been pretty major to cause this much damage. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/09/2024

  Greetings:    Please provide proof, evidence that the engine was in fact damaged during transport.  We ship thousands of vehicles every year and there has never been an issue with damage to an engine during transport.   Never.     Thank you.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22599024
  
  I am rejecting this response because:
  
  The facts are:
  Golf Cart was driven to the front of the trailer when taken. Ran in great condition and has been a 1 owner since purchase. Driver drove the cart onto his trailer.

  Drug Bust occurs because shipper had a truck with 270 pounds of marijauna on board. The ***** police confiscate the truck and search the entire load. This is when the cart was taken off and put back on with it in the 2nd position. 
  

  Cart is delivered but cannot be taken off on its own power. The Driver saw that the starter was working and that the mount was broken. I was told do deal with ShipLux since they handled the claim service. 
  

  Communication with the Broker was far from good. I was told that the cart was junk and it never ran. I dont know how you can claim that nothing has ever happened in the history of your company when all I have to do I ****** reviews and they are far from perfect. Either way I am unable to file a claim or get any communication from them. 
  

  Please let me know what my next steps are to file a claim.

  Call me at ************

  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/12/2024

  We can not file a claim with the carriers insurance as the damage is $200 and is under the deductible.   We are working with the carrier to have them pay for it out of pocket.  

  Customer Answer

  Date: 01/01/2025

   
  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.
  

  We will see if you follow thru. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/03/2024

  Type:Delivery 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 contracted with Shiplux on September 17, 2024 to transfer my boat, 1993 Sea Ray 370 Sundancer, from ***************, ******** to *****, Tn on the Tennessee River. The order number is:18434178. I was told by my broker that my transport was confirmed we d *** we were good to go. I attempted to get the contact info on the actual carrier for 3 weeks with no success. I spoke to the man who was supposed yo be assigned ho my account and was promised that he'd get back to me with name and contact number be end of day .. this was on the Wednesday before my upcoming move on Friday, November 1st. I have been unable to get anyone on the phone to talk to. There were many arrangements that had to be made such as lease at new ******* deposits paid, days taken off work, arrangements for boarding 2 dogs, etc. I live 7 hours from where the boat is currently located. This is a sorry way to conduct business and. In my opinion, they should be put out of business!

  

  Business Response

  Date: 11/04/2024

  Greetings:    Thank you for your feedback.  You were never charged any money.  Sorry your transport did not work out as planned.

  Customer Answer

  Date: 11/04/2024

  I will check my account to confirm that I was not charged... however, it's a pretty shoddy way to do business to tell me everything was set and confirmed with an actual carrier, then at the last minute NOT communicate with me at all! I want to know what exactly happened with my transport???  Why was I not informed that there was a problem?

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22508582
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:11/02/2024

  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.

  I was told there was a transportation company that could transport our park model home. They said the driver was 4 hours away and could do my job if I signed a contract and give my credit card. After signing contract never heard back after numerous calls texts and emails. Got a supervisor and sent him some texts with photos of job. Then never heard back. End up looking the company up and saw a lot of complaints. Supervisor ends up telling me to F*** off

  

  Business Response

  Date: 11/03/2024

  Greetings:   Thank you for your feedback.   We are sorry that there was some confusion with respect to the order that you placed.    The contract that you signed was to have your order picked up on Monday, November 4th, 2024.  No one from our company told you that we had a driver 4 hours away who would pick up on Saturday nor did anyone from our company use any foul language when speaking with you.  You were not charged and we cancelled the order as you requested.   We have many many more good reviews than bad ones because we do what we say we will.  Again, we are sorry for any confusion it was certainly not intentional.  Wish you the best.

• Initial Complaint

  Date:10/24/2024

  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.

  Had a motor cycle shipped through Shiplux who hired another carrier and damage was done by the carrier to the motorcycle which they tried to hide there is damage to the clutch lever which they tried to get replaced but does not match the lever that was on it .The clutch needed to be set updamage was done to the electrical system .fender on sidecar is dented and scratched, rear of sidecar paint is damaged, front fender also has paint damage..estimates had been sent to agent of Shiplux and calls have been ignored since I started to call them about covering the cost of repairs

  

  Business Response

  Date: 10/31/2024

  Greetings:   Thank you for your feedback.  It is our understanding that the carrier acknowledged and paid to repair the clutch.    The other issues you are referring to are being denied by the carrier due to lack of proof they caused the alleged damage.  If you have documentation that the additional issues were in fact caused by the carrier, please forward that to us.   Thank you.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22468052
  
  I am rejecting this response because:its apparent to me that honesty is an issue for this company, because the clutch was not repaired all they did was have the clutch lever replaced and didnt have the clutch adjusted which needs to be done after replacing the lever. When the lever was replaced the clamp on the lever side was split for some reason and the wire harness was pinched when re-assembled and created a short in the wiring which blew the turn signal , horn and brake light fuse. The fuse needed to be replaced and the harness needed to be repaired. Im now left with a clutch lever and brake lever that does not match and 3 places on the motorcycle that the paint was damaged when the bike came free in the haulers trailer that needed to be repairedthe hauler is inexperienced hauling motorcycles and its once again apparent that they are not an honest business and I prefer not to get into a ******* match with them. I know and they know what they did and the person the motorcycle was picked up from in ***** stated that there was no issues with the bike when it left his house. Im moving on from this and shiplux and their carriers can continue to rip people off. Maybe the $800.00 bucks they took me for makes them happy s**** them..and if your gonna have a business in ***************** you should learn to speak the language.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/04/2024

  Type:Delivery 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.

  Deposit made: Aug 9th '24 Delivery made: Sep 4th '24 (with damages to the vehicle)Damages to the front grill, badge lost & paint scrapped. The delivery was promised (verbally) to be made within 7 days but after picking up the vehicle they used all kinds of excuses. This lead to people losing their time, my friend sat home bound for 3 days for pickup while I was made to sit and wait home bound for 5 days for delivery.Seeking remediation for the damages.

  

  Business Response

  Date: 09/05/2024

  Greetings:  Thank you for your feedback.   We are looking into the damage claim you made and will work with the carrier to correct if in fact it turns out that they caused the alleged damage.   We are sorry if your shipment was delayed however no one would ever tell you or expect you or your friend to lock yourself in a house for 3 or 5 days waiting for your vehicle,  that seems to be a bit of a stretch on your part.  We are sorry if your shipment was delayed however we do the best we can with updates based on what the driver tells us.  

  Customer Answer

  Date: 09/05/2024

  Hi *****,

  I would like to keep this ticket open until the business provides an actual update regarding remediation.
  

  Also, I am unsure how best to contest the claim that they have made; For the record, I would like to state that these times commitments made to me were verbal via phone calls from their agent **** and if need be, we can get written transcripts of our conversation from the cell phone carrier to prove that he indeed:

  (A) promised an earlier delivery date

  (B) asked my friend to wait for a pick up and never showed for the first 2 days, hence he stayed home bound for 3 days (I can ask him too provide a written affidavit to acknowledge, if needed), and

  (C) told me that the delivery could happen over the weekend, then confirming via email that it will be on Monday (enclosed is the written confirmation he provided), which didn't happen until Wednesday Sep 4th. Hence I had to clear my schedule and stay home bound for their delivery for a total of 5 days.
  

  All above stated facts are true and I'm sure that you would agree that, this is not the first business to over commit and then roll back their claims. I am merely stating my interaction in good faith, and seek remediation for the damage they caused.

  Please advise if there is something else I can do in this regard.

  Thank you.

  ******* ***
  

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22240571
  
  Hi *****,
  I would like to keep this ticket open until the business provides an actual update regarding remediation.
  
  Also, I am unsure how best to contest the claim that they have made; For the record, I would like to state that these times commitments made to me were verbal via phone calls from their agent **** and if need be, we can get written transcripts of our conversation from the cell phone carrier to prove that he indeed:
  (A) promised an earlier delivery date
  (B) asked my friend to wait for a pick up and never showed for the first 2 days, hence he stayed home bound for 3 days (I can ask him too provide a written affidavit to acknowledge, if needed), and
  (C) told me that the delivery could happen over the weekend, then confirming via email that it will be on Monday (enclosed is the written confirmation he provided), which didn't happen until Wednesday Sep 4th. Hence I had to clear my schedule and stay home bound for their delivery for a total of 5 days.
  
  All above stated facts are true and I'm sure that you would agree that, this is not the first business to over commit and then roll back their claims. I am merely stating my interaction in good faith, and seek remediation for the damage they caused.
  Please advise if there is something else I can do in this regard.
  Thank you.
  ******* ***

  

  Business Response

  Date: 09/05/2024

  Thank you, we are working with the carrier and will provide an update.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22240571

  No update provided.

  Rejecting this to keep the ticket active.

  Thank You,

  ******* ***

  
  

  

  Business Response

  Date: 09/24/2024

  It is our understanding form the carrier that the emblem on the frontt of the car came off during transport, since this could happen if the customer drove the car, it is not covered by the carriers insurance.   Also,  the transport time is 2 to 3 weeks which was explained to the customer.   There is no reason anyone would have sat at home for 3 days waiting as the carrier calls 24 hours prior to pick up with an eta.  We are sorry if the customer is not happy however seems that they are not happy about things which were explained and which are covered in the contract they signed.   Thank you.

  Customer Answer

  Date: 09/25/2024

  Hi *****,

  I do not see an option to reject this 'response'. It is not acceptable. Please advice on the next steps.
  

  Message to the carrier:

  1. I have had this vehicle for a decade, and the front grill never 'fell off' on its own in that time frame; it is simply not feasible. Also, the grill falling off on its own will not leave scratch marks on the paint which is clearly visible in these pictures. Your company caused this damage via friction, most likely by bumping it against another vehicle or surface. I saw how recklessly your driver was driving the vehicles once he unloaded them and if he was that aggressive in front of a customer with his driving, I can only imagine how he or others in your company would handle the vehicles drive when no one is looking.

  2. Can you provide a copy of the contract that I signed which states that damages caused out of negligence such as the above is not covered? At first your agent said that this is 'open transport damage', now you are stating that the front grill magically fell off. Something doesn't add up here.
  

  3. I have attached written proof of the date of delivery as relayed by your company which wasn't met, you can't dispute my claim there. I intend to prove via phone transcripts the verbal confirmation provided by your agent **** regarding the mishandling of the pickup. An honest acknowledge is all that was needed on the time delay(s) and we could have wrapped up this part of the claim but it appears you / your business is has no credibility.

  Such a shame.