ComplaintsforDirect Connect Auto Transport, Inc.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested an online quote. Their quote (#********) price was much higher than others and I did not choose them as a service provider. Since the quote on Feb 9, I continue to receive 6 automated calls from them daily, I have requested they stop, including leaving a negative ****** review and yet they continue. I just want the calls to my number ************ to STOP!Calls:2/9: 2 calls 2/12: 3 calls 2/13: 4 calls 2/14: 6 calls 2/15: 6 calls 2/16: 6 calls 2/19: 6 calls

  

  Business response

  02/20/2024

  Hello, I apologize, I do not have your name but I wanted to apologize for over communicating with you.  In an attempt to earn your business we may have been a little over zealous.  I have removed you from all sales campaigns.  You will not receive any more calls.

  Thank you for considering Direct Connect Auto Transport!

  

  Business response

  02/20/2024

  Hello, I apologize, I do not have your name but I wanted to apologize for over communicating with you.  In an attempt to earn your business we may have been a little over zealous.  I have removed you from all sales campaigns.  You will not receive any more calls.

  Thank you for considering Direct Connect Auto Transport!

  Customer response

  02/22/2024

   
  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

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Your Direct Connect Auto Transport Order #******** Booking #******* with ****** Shipping On January 2, **** I contacted Direct Connect Auto Transport regarding shipping my car from ********* to ********, **. I received an email from **************** with a quote of $3500. My ex-wife had also been looking for quotes and she got one for $3100. On January 4, **** I received a call from **** and He quoted me a price of $3500. I asked if he could match a price of $3100 and then we agreed to $3000. This quote included pick up and delivery service door to dock. He sent over an email with a quote of $ $3500 and then I emailed him back requesting a quote of $3000. He said he would send me the adjusted quote but I never received one. I kept texting him and emailing him but finally he called and said dont worry about it. To this day, I have not received a signed copy or receipt of me paying $3000 dollars for the transaction.The car was scheduled to be picked up on Saturday evening 1/6/24 at my sons residence. On Sunday morning I called the dispatcher and Direct Connect to cancel the pick up. I was able to speak to **** on Monday morning and he said not to worry about anything. I told him I needed to cancel the ground portion of the transaction and he said ok. I also asked for a refund for that portion of the transaction and he said $1000 would be refunded to me. I asked when it would be refunded and he said later that week.It is now 2 weeks since the request and I have been told yesterday, 1/22/24, you should have tomorrow. It is now 2:05pm HST and 6:05pm EST and I have not received the refund yet. I email and text messages to confirm these conversations. I have seen other complaints from consumers stating the same issues I am going through. My hope that with this complaint and resolution, there would be others that would be more aware of the practices of this company and the employees running it. This is classic "used car salesmen antics!!!They have the same emails and texts

  

  Business response

  01/26/2024

  On 1/24/24 upon receiving a request for this customers refund, I processed the refund.  Attached is a receipt for the ******* refund.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for my car to be picked up and I have not received any updates yet. They took my money and said they found a driver to pick my car up and that he will call me the next day. I never got any calls and it's been 3 days now. I tried calling and emailing Direct Connect Auto and the company that was suppose to get my vehicle, but no one ever responded. If you aren't able to proved the service you state, then don't take my money and never respond to me when I have questions. I am still waiting for a response from both parties involved.

  

  Business response

  01/26/2024

  Upon learning of this complaint, I immediately cancelled the order and refunded customer *******.  Receipt for refund attached.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6-14-23 I contacted ************************* of Direct Connect Auto Transport to transport my Daughter's car a 2017 Kia ******* from ***********, ** to ********, **. It was to be picked up on Friday 8-4-23 and delivered by Friday 8-11-23. **** quoted me $1250 to transport the car with a $250 deposit due once he found a driver. On that same day He emailed me the information for the order #******** confirmation and the name of the company that would transport the car. I paid the $250 via my credit card. I was told my Daughter would be contacted by the driver the day before to schedule the pickup. when my Daughter informed me that she hadn't heard from anyone on Thursday 8-3-23. I called **** and he said he would get in touch with the driver and have him call her. I called him back after several hours and he said the driver was going to call her now. After a hour or so went by I called **** again and he didn't answer. On Friday 8-4-23 the day the car was supposed to be picked up I call **** and he gave me a number to the dispatcher. He also said he was trying to get in touch with the dispatcher or driver himself but haven't been able to. Needless to say if several calls to **** and a lady named ***** from the company the car was never picked up by Direct Connect Auto. I had to find another company to get the car transported. On Monday 8-7-23 I called **** and he told me the driver broke down and he apologized to me about not being able to get the car transported. On 8-7-23 I asked for a refund of the $250 deposit I paid and he said he would refund it. On Tue 8-8-23 I tried to call and text **** about my refund but no answer. After several days i still didn't have my refund so on Friday 8-11-23 I called ***** she transferred me to **** and he said they didn't refund you the money I will take care of it today. To this day I'm still waiting on my refund of $250. This is definitely POOR customer service!!!! Can I please have my REFUND ASAP!!! This has caused so much anguish!!

  

  Business response

  08/21/2023

  Unfortunately in the auto transport business delays do happen, As is stated in the picture of our dispatch email to *********************  Upon leaning of the problem with the carrier, I issued Mr. ********* refund.  I issued it on 8/14/23 for $250.00.  ******************** has told us a few times that he would remove the complaint once the refund was received.  Its been seven days since we refunded the $250.00.  When we were unable to transport in the time constrictions due to carrier issues, I promptly refunded the money.  Please remove this complaint.

  Customer response

  08/22/2023

   
  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

  01/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The short: Shipment of vehicle from ****** to ********.12/11/2022 - car dropped off to port in HI to be shipped to **********.12/26/2022 - arrived in ********** 12/28/2022 -finally picked up by Direct Connect driver in **********.Expected arrival - 5 days after pick up. (1/3/2023-1/4)Did not receive a call from anybody on 1/3/2023 & checked w/ contact person, *****, to which my husband was told that the driver was stuck in ******** due to bad weather (pulled up weather app & no inclement weather noted) & that our car was the only one on the truck & the driver was going direct from ******** to ********. Updated expectation date Thursday 1/5/2023 but estimated driving time from ******** to ******** is 20hrs & 30mins. 1/5/2023 - driver is running late will be there *********** will call you per *****. No call 1/6/2023 - no call from driver. ***** was out of office & provided direct number. ***** stated that she just spoke to the driver & to expect the car on Saturday. 1/7/2023 - 9AM no contact from driver; husband text *****. No response. **** he text again. ***** stated no response from driver. **** husband text again..***** stated I will keep calling. **** ***** stated unacceptable; husband expressed we need to keep extending rental & the inconvenience of waiting around. ***** states well keep in touch.1/8 - 8AM MY husband any updates. 930AM Ill call them. 1030AM ***** the driver isnt answering. Husband reached out again @1030. **** ***** stated that she will continue to call him until he answers. **** asked when we notified ****************** & report the auto stolen. ***** not yet; Im working on it. Received call from driver @ **** that car can be delivered in 3hrs & to meet him 5 miles away. Forwarded address to meet. ***** ******************* was you have to pay him to get your car. Tried calling her as I have the title to my car & have been trying to get it for days. Had to pay driver $1120 to release my automobile. Seeking full refund.

  

  Business response

  01/18/2023

  Re: Order #********, Customer *********************** contracted with us to transport his vehicle from the port at **********, ** to *******, **. on 12/1/22 at 11:28 am.  We dispatched a carrier to the order on 12/1/22 at 1:12pm.  The carrier is *************. The carrier delivered the vehicle on 1/8/23 at 9:41pm.  We contacted *************. on 1/4 and was told that the eta for delivery was 1/7/23 due to bad weather and that they would deliver on Sat. 1/7.  ***** stayed in contact with the carrier and with the customer throughout the process to verify if any deviations would take place with the delivery date.  ***** called carrier on 1/5 and got the drivers number who she called and he verified Sat 1/7 expected delivery date.  ***** called driver again on Fri. 1/6 and driver stated that they were on schedule for Sat. 1/7 delivery.  ***** called the driver several times on Sat 1/7 to verify delivery time and did not get any response from driver, and did contact customer a few times to alert them that she was unable to get into contact with the driver.  On Sun 1/8 ***** contacted customer and told them she would try to contact driver without any luck.  Later that day the customer asked ***** if/when they should contact the police or Insurance to report missing car.  ***** told them that it was not to that point yet and to let her continue to work on it.  She told customer that she would keep trying, which she did.  Customer Texted ***** Sunday 1/8 at ****** that the car had been delivered and that they had an interesting conversation with the driver.  The driver told the customer that he had not left ********** until 1/3 in effect lying to ***** at Direct Connect about the bad weather. 

  In our business we rely on the carriers/drivers to be truthful with us.  In an unlikely situation like this, all we can do is be vigilant, and continue trying to contact the driver while keeping the customer informed of what's happening.  I am in agreement that the customers vehicle was late and we NEVER want this to happen.  We offer our deepest apologies that something that was out of our control caused the customer aggravation.  I have authorized ***** to provide a ****** refund to the customer at this time to offset the late delivery and to remedy the situation.
  

   

  Thank you,

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

  GM - Direct Connect Auto Transport

• Initial Complaint

  11/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Direct Connect Auto Transport, Date - 11/21/22, $400, Order #******** My niece, from ******, **, was killed in a tragic accident. helping my sister with her estate, I need to find a way to transport my niece's auto to NH. I called Direct Connect Auto Transport on 11/18/22 and spoke to **************************He gave me a quote and asked for my credit card #. I told him I was not ready to commit and needed to research more companies/ ways to transport the vehicle. He assured me unless I signed an order form which he emailed to me, my credit card would not be charged. I never signed the order form. I called ************************* back that day, and left a message that we would not be using his firm. I followed up with a text to be sure **** received the message, and he responded "yes, maam, we cancelled". On 11/21/22, I received an email from Direct Connect saying they charged my credit card and dispatched a truck to pick up my vehicle. I immediately called ****, and left a message that the charge and dispatch was in error. I also texted him asking him to reverse the $400 charge. I followed up later that day. **** answered and said he would credit my account and proceeded to berate me for not using his firm. My account has not been credited. Please help me have the $400 charge from Direct Connect Auto Transport reversed. And please help ensure others do not go through this stressful process, especially while dealing with a tragedy such as ours.

  

  Business response

  11/28/2022

  Good Morning, I received the refund request for ***************************** order on Friday 11/25.  Due to the normal business operation and the Thanksgiving Holiday,  I was not able to refund until this morning 11/28/22.  The refund process emails a receipt to the customer.  I have attached that receipt here also.  

   

  Thank you,

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

  Customer response

  11/29/2022

   
  Complaint: 18466979
  
  I am rejecting this response because:
  Direct Connect Auto Transport did not credit my credit card.  The receipt they sent to BBB for a $400 credit has not been followed up by a credit to my account.  Deceitful? Inept? This is unacceptable.

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

  

  Business response

  12/06/2022

  *****************, I am not sure how else I can prove to you that we refunded your money.  I went to our Credit card merchant account again this morning and verified that we refunded your ****** deposit on 11/28/22 at 06:49 PST, The settlement date and time was 11/28/22 at 16:36 PST.  The transaction id is ***********.  I have attached the receipt again.  I encourage you to check your credit card statements for the ****** credit.  We have refunded your deposit.

  One thing to note is that once we submit for a refund, our merchant processes it releases to your Credit card provider.  How long it takes your provider to credit you back is out of my control.

  Thank you,

  ****

  Customer response

  12/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I and my wife ******** ******* had transported our car from ********* ** to ******** GA on May 17, 2021 through Direct Connect Auto Transport (Order # XXXXXXX). In turn, the transport company hired Rus-Al, Atlanta Georgia, as their sub-agent, without our knowledge. The car was badly damaged during shipment but neither Direct Connect or Rus-Al assumed any responsibility. They were extremely rude and asked me to contact Rus-Al's Insurance Company - National Transportation Insurance Specialists, Alpharetta, GA. We soon realized that this insurance company was a fraud. They demanded information like driver's driving license number, driver statement, title copies of their units etc., knowing fully well that we do not have and can not supply this information. Hence, they were just looking for an excuse to deny any claim or responsibility. We have extensive documentation and can provide as needed. Full nature of the complaint is not stated here as our move was completely ruined

  

  Business response

  10/07/2021

  Business Response /* (1000, 10, 2021/09/10) */ We have reviewed the complaint and deny that we have not responded to to the customers concerns about their delivery . We have taken every call and they have been documented as well and help with come to a resolution with the carrier RUS-AL transport . We are going to attached a contract that the customer signed at the time of booking and it states in section 4 that DCAT is IN NO EVENT SHALL DIRECT CONNECT, ITS SUBCONTRACTORS, AGENTS, OR EMPLOYEES BE LIABLE FOR ANY DAMAGE EXCEPT FOR DAMAGES TO THE VEHICLE ACTUALLY TRANSPORTED AND ONLY TO THE EXTENT SUCH DAMAGE WAS CAUSED BY DIRECT CONNECT, ITS SUBCONTRACTORS, AGENTS, OR EMPLOYEES GROSS NEGLIGENCE OR INTENTIONAL CONDUCT. Shipper specifically agrees and hereby waives any other claims against Direct Connect or its subcontractor including, but not limited to claims for minor damages such as scratches, scrapes and chips that result from normal road conditions and wear and tear. The carrier RUS-AL has made every attempt to work with the customer to fix the window on the car.The customer is very unreasonable there for we have not been able to provide any further assistance for them. Please find all attached DOC below . Consumer Response /* (3000, 12, 2021/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the explanation given by business, Direct Connect Auto Transport. It only demonstrates that they do not take responsibility for their own or their agent's actions and negligence. It is laughable that they are pointing to Bill of Lading (dated 5/17/2021 when the car was shipped) as proof of their cooperation. All the damage occurred during transit or while bringing the car down from the ramp. When there was delay in delivery of the car (around 5/24/2021), we called the business. Their agent, Zach McGee was extremely rude on the phone and asked not to call them but call their sub-agent, Rus-AL, with whom we had no connection. When we called Rus-AL, their representative tried to avoid taking any responsibility, but when pressed hard, offered $250 to fix the window. He asked us not to pursue claim with his insurance as we will not get anything. We got alarmed as the circumstances in which car was delivered were quite suspicious. When their driver, Roby, realized that the car has been damaged, he intentionally caused the battery to fuse out, so that the car would not start. He then left the car in the evening darkness in an adjacent Church parking lot and did not take any signatures nor got the inspection, which is very essential at the time of delivery. We immediately realized that there is something terribly wrong and Rus-AL is hiding the facts. It took between 40-45 days to get the car fixed and auto shop charged more than $5000 for the repairs. We incurred substantial additional expenses as we were completely in a new city. Our final destination was not Georgia but Florida. Car rental, food, hotel, trips back and forth from Georgia to Florida etc. were all direct expenses incurred to get the car fixed and transport it to Florida to our home. Another shock was Rus-Al's insurance. When we contacted their Insurance, their Agent told that the policy requires drivers driving license number and drivers statement. Since Rus-Al, their own client, was not co-operating, they cannot proceed further, knowing fully well that we cannot provide this information. She did not even bother to verify the legitimacy of our case, because it was fool proof. There were pictures of the damage and estimates from the auto shop which she could not overlook. We believe the insurance was fake and total sham. We have separately filed a complaint with Georgia State, Department of Insurance for this potential insurance fraud. So, we want the business, Direct Connect, to take ownership of selecting such a negligent sub-agent and complete non-cooperation. They should immediately remove the claim from their website which reads as follows - "Your peace of mind is our #1 priority. We're so confident in our service that we guarantee your vehicle will arrive safely and undamaged - or we will pay for any repairs." This is totally false and misleading and duped us into believing it to be true. We have provided extensive documentation in support of our claim and will continue to do so as we pursue our claim. We want the public to know the horrible experience that we suffered with this business and hope that other non-suspecting customers may be adequately warned. People should know that this business, Direct Connect earns its brokerage commission, by offloading transportation to third party, who wrecks the car and walks away in darkness without inspection and this business does not take any responsibility. It shows copy of the contract or Bill of Lading (which originated at the time of shipment) as evidence of its cooperation as it has nothing else to show. So we totally reject their statement and demand full compensation for damages. Business Response /* (4000, 14, 2021/09/21) */ If there is anything we can do to help you with contacting RUS-AL we would be more then happy to facilitate . Please advise Consumer Response /* (4200, 16, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the offer made by business Direct Connect. It is too little too late. We had contacted the business immediately as soon as we realized that the car has been damaged. But their agent was very rude and did not want to help. It should be noted that Rus-Al is their sub-agent and not ours. Direct Connect had hired them to transport the car and we had no connection. Now this business simply wants to walk away and do not want to take any responsibility. If they want to contact Rus-Al, they do not have to wait for us but can do so directly. If Direct Connect is reading and understanding the facts of the case, they would take ownership of this matter. Further, we do not think that we can achieve anything by contacting Rus-Al. They are completely unresponsive and non-cooperative. When Rus-Al did not respond to our request, we contacted their insurance company at least a dozen times. The insurance has all the information regarding damage to the car and photos and estimates for repairs but are not taking it any further as Rus-Al is not co-operating with their request to provide information. We had mentioned in earlier reply that we have filed a complaint against Rus-Al with Department of Insurance, State of Georgia. They have forwarded us a letter written by Rus-Al's insurance company to Rus-AL. Copy of the letter is attached. Rus-Al is not cooperating with their own insurance company as they are not providing the requested information like drivers eligibility, condition of the truck etc. Insurance company believes that the car was damaged while it was being brought down from the ramp. It is quite likely that Rus-Al was operating in an unauthorized manner and now is caught in an extremely difficult situation. Because of Rus-Al's non-cooperation, their insurance is declining their claim. We have correctly said before that this is insurance scam. Rus-Al is getting away paying for damaging by not cooperating with their own insurance agency. They know how to evade their insurance requirements. They provided insurance coverage to Direct Connect but had no intention to pay. So, we hold Direct Connect directly responsible for their agent's action and negligence. They must file with their own insurance and compensate us for our damages.

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