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:06/30/2025

  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 put an order to have my car transported from ******** to ****** on the 28th of June 2025. They gave me a window of pick up delivery for the car from the ***** of June. I made it clear I was leaving the state of ******** on the 1 of July and no one will be here to give them the keys.

  

  Business Response

  Date: 07/02/2025

  We appreciate the customer contacting us through the ********************** and are pleased to provide further information regarding their complaint.
  
  On May 11th, our customer placed an order with ********************** LLC to ship their 2019 ******* Accent from ******************* to ***************, selecting a pickup window between June 28th and 30th.

  Our dispatch department diligently worked to select the most suitable carrier for the customer's *************************** needs, reviewing all available drivers and their schedules along the route. Due to an unexpected shortage of available truckers, efforts were made to reallocate other shipments to prioritize the customer's shipment as their pickup window approached its close. Our customer support representatives kept the customer informed throughout the process. Despite our team's comprehensive efforts to accommodate the customer's request, we were unfortunately unable to assign a trucker within the selected pickup window.

  On July 2nd, we successfully scheduled the pickup of the customer's vehicle. However, when our agent contacted the customer to inform them of an available trucker, we were advised that the customer had secured an alternative carrier for their shipping needs and wished to proceed with cancellation.
  
  Nexus Auto Transport does not have control over the driver shortages on the routes as they come unforeseen and the number of available truckers might suddenly drop down.
  We recognize the inconvenience this situation caused our customer and wish to offer a gift card in the amount of $100. Should our customer have any questions or concerns, we remain entirely at their disposal.
  
  Kind regards,
  Nexus Team

• Initial Complaint

  Date:06/24/2025

  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 called and got an order put together on 12 June 2025. I am in the Navy and needed my car transported from *********, ** to ************, **. I set a pickup on ***** June. I picked those days because my wife and my two kids are flying from ********* to ************ 25 June. I called Nexus multiple times because I felt something was wrong and calling to confirm I will have a driver come get my car. MULTIPLE instances they said yes. We are finalizing your order. Whatever that means. Today! 24 June, 1pm pst. I call and Im asking. When is a driver coming to get my car. They said they are still working it. Im not dumb. Its 1pm and I have no confirmation I KNOW they dont have anyone coming. They have made me have to cancel my wife and kids flight because they cant leave now without our vehicle getting picked up. They have nothing but fake reviews on their page because there is no where to leave a review. They had 12 days!!!!! To find a driver and figure it out. 12 years of business my **** They have my debit card info so Im going to have to freeze that and change cards because I cant trust them. Please do something or have them audited.

  

  Business Response

  Date: 06/30/2025

  We acknowledge receipt of the customer's communication through the ********************** and wish to provide further details regarding their complaint.
  
  On June 12th, our customer placed an order with ********************** LLC for the transportation of their 2024 ************* GLE from ******************* to ****************************, with a preferred pickup window between June 23rd and June 24th.
  
  Our dispatch department diligently worked to assign a driver for the customer's *************************** request. However, an unforeseen shortage of available drivers on the route prevented us from meeting the desired pickup window. Unfortunately, Nexus Auto Transport cannot control or predict such events occurring on the route.
  
  Our agents continued to process the order, rerouting and rescheduling truckers to facilitate a pickup on June 27th, which the customer declined due to the missed schedule.
  
  Our company policy dictates that the customer's card is only charged once a trucker has been assigned. In this instance, the customer declined our service, resulting in the cancellation of the order. We assure our customer that their card will not be charged, as the order has been canceled.
  
  We understand our customers disappointment. Unfortunately, we cannot accommodate covering the expense of the flight tickets. Our company would like to offer a gift card in the amount of $100 for the inconvenience caused.
  For any additional information, we remain at our customers disposal.
  
  Kind regards,
  Nexus Team
  

• Initial Complaint

  Date:06/16/2025

  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.

  Reserved at least 1 month in advance and went with this company 1. A+ BBB rated, 2. They could pick up on a certain date and time. Quoted $1,300 and already increased price for a specific day and time pick up and drop off, supposed to have a confirmation 24 hours in advance. Pick up time was between Noon and 6PM. On THE DAY OF PICK UP - I still did not have confirmation. 10AM they call and tell me they have someone to pick up the next day, which was not an option. 11AM they tell me they have someone that can pick up but now it would be $1,800. At this point, what other option do I have. I said so you will be paying the difference I ended up having to pay $1,600 when I was quoted $1,300. They said it is a busy time of year. Not once did the salesperson ever tell me the price could change due to time of year. I was guaranteed pick up on a specific date and between specific hours! This was the WORST company I have ever dealt with and I have no idea how they are rated A+ BBB. What a JOKE!! BUYER BEWARE! BATE AND SWITCH! They wait until the very last minute so you have no other option!

  

  Business Response

  Date: 06/30/2025

  We appreciate the customer for reaching out to us through the Better Business Bureau. We are very sorry to hear that your experience with our company did not meet your expectations At Nexus Auto Transport, we are committed to ensuring customer satisfaction and maintaining clear, transparent communication at all times. We welcome the opportunity to address the concerns raised.
  
  Nexus Auto Transport initially quoted the customer $1,350 to ********************** his vehicle from **********, ** to *******, **. This quote was based on internal market data and historical pricing trends for similar vehicles on that route. However, during the scheduled pickup week, there was an unexpected shortage of drivers servicing the customer's area. While our team actively worked to secure a carrier within the requested timeframe, limited driver availability impacted our ability to do so. Despite the circumstances, we were able to find a carrier willing to complete the transport, but their earliest available pickup date was May 16th, one day after the customers preferred date, and at a higher rate than the historical average for that route.
  
  Our team negotiated with the carrier to reduce the price as much as possible. Once we reached the carriers lowest acceptable rate, we promptly informed the customer and presented the updated offer. As a transparent broker, it is our responsibility to relay such offers to the customers, whether higher or lower than the original quote, and ensure that both parties are in agreement before proceeding. The customer accepted the revised terms, and ********************** arranged and dispatched a carrier who successfully completed the pickup and delivery.
  
  As a broker, Nexus Auto Transport does not make decisions on behalf of our customers. The customer had full discretion to decline the revised offer, in which case we would have continued working to assign a carrier at the original quoted rate.
  
  We are committed to transparency and customer satisfaction, and while this situation did not meet either the expectations of either party, we appreciate the opportunity to clarify the circumstances. If there is anything further we can do to address the customer's concerns, we remain at their disposal. 
  
  
  Kind Regards, 
  Nexus Team
  
  

• Initial Complaint

  Date:06/09/2025

  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.

  Contracted transporter called me on 06/09/25 at 12:35 pm to let me know that my vehicle will be arriving at the destination between 6-7pm. I travelled 2 1/2 hours to destination arriving at 4:30pm to receive the vehicle only for it be a no show. I called the carrier and they stated the vehicle would now be arriving within 2 hours. Waited for 2 hours. No show again. It is now 11:32 pm and the vehicle has yet to arrive AFTER I was told to be in place. The carrier sends all of my calls to voicemail. Called Nexus 3 times only for them to say that they are unable to reach them because they are also sending them to voicemail. This is unacceptable. Why tell me to be in place if you werent planning to deliver the vehicle?

  

  Business Response

  Date: 06/18/2025

  We appreciate the customer for reaching out to us through the Better Business Bureau. At Nexus Auto Transport, we are committed to ensuring customer satisfaction and maintaining clear, transparent communication at all times. We welcome the opportunity to address the concerns raised.
  First and foremost, we sincerely apologize for the inconvenience caused by the carrier. As a broker, Nexus Auto Transport does not directly manage the physical transportation of vehicles. That responsibility lies with the carrier, including communication regarding any delays or schedule changes. However, Nexus remains available to assist customers by reaching out to carriers and providing updates when requested.
  Unfortunately, in this case, the carrier did not respond to our repeated attempts to contact them via phone and email, which limited our ability to provide timely updates to the customer. This level of service is not representative of the standards we hold ourselves to, and as a result, we have begun re-evaluating our relationship with this particular carrier.
  We would also like to remind the customer that even though there was a communication breakdown in this particular case, our terms and conditions do outline that transportation services may be subject to delays caused by various factors beyond our control, both before and during the shipment. For this reason, all pickup and delivery dates, times, provided by either Nexus Auto Transport or the carrier are estimates and are subject to change. It is just the nature of this business.
  We would also like to note that, upon receiving this complaint, Nexus reached out to the customer and offered a $100 gift card as a gesture of goodwill to help offset the inconvenience caused by the delay. The customer accepted the gift card and appeared satisfied with the resolution.
  Should the customer have any further questions or require additional assistance, we remain at his disposal.
  Kind Regards,
  Nexus Auto Transport

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23447476
  
  I am rejecting this response because: The rebuttal left out key information.  I was well aware of my responsibilities regarding the estimated arrival window.  
  

  The issue was I was TOLD to be in place for the arrival of my vehicle and not that it didnt arrive at my own preconceived appointed time.  
  

  The carrier completely wasted my time and caused me to get a hotel room unnecessarily. 
  

  Nexus telling me that Im responsible for a subcontractor hired by them is COMPLETELY unacceptable and lacks accountability. 
  

  As far as the gift card, it was a second rate points ad scam to get you to patronize businesses in need of customers.  Worthless. 
  

  I will never recommend or use them again. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 06/26/2025

  We appreciate the customer for providing further clarification on this case. We understand that the carrier had communicated a specific delivery timeframe and the customer was prepared to meet the driver at the time he was given. However, its important to note that all pickup and delivery times are subject to change due to the unpredictable nature of this business. The drivers can get delayed even after they provide an initial arrival time to the customer. This is something that is, unfortunately, out of our control.

  In the event of a delay, it is the drivers responsibility to notify the customer with an updated ETA, or alternatively, contact Nexus so we can relay the information. If this communication did not take place, we sincerely apologize on the drivers behalf. We truly empathize with the inconvenience this has caused. Particularly the unnecessary expense of securing a hotel.

  The gift card was offered as a gesture of goodwill to show our appreciation for the customers business. It is valid at multiple restaurants in their area. While we hope its useful, we completely understand if they choose not to use it. Our intention was sincerely to acknowledge their patience and understanding.

  Thank you again for your feedback.

   

  Kind Regards,

   Nexus Team

  
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23447476
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/06/2025

  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 April 2025, My husband signed a contract with Nexus Auto transport to have them transport my ****** Corrolla from **** to *******. The contract was for about $1100 and they required a security deposit of about $200. My husband paid that security deposit. Up until the day that the company was supposed to transport my vehicle, my husband called every day for a confirmation. The company refused to give any status update until the night before the pickup. When they provided that, they said that the only carrier they could find would do it for an additional $300. Feeling like we were a rock in a hard place, my husband agreed. The carrier came, picked it up, but when it came for the delivery, it was particularly sketchy and dangerous. The carrier, called my husband at about 5:30 am telling him to meet him in a dodgy ******* parking lot at 6 am and to bring all cash. When my husband met him, the carrier demanded his cash and would not provide the car until he got the requisite cash. It felt like a drug deal. Additionally, there was noticeable damage to my car. There were 2 dents and the inside was all stained with oil. When my husband pointed that out, the carrier indicated that he would take $150 off, but if he wanted the car back he had to agree to that. My husband feeling coerced and sketched out agreed. When we contacted Nexus for a resolution on the damage incurred to my vehicle, they gave us the run-around. They told us they owed us nothing because the carrier took off $150. I communicated with the *** that this was coerced and that their company put us in a really sketchy position. After that point, they refused to ever communicate with us, and never did right by us. I believe they owe us our money in full as that is likely the amount to fix that damage.

  

  Business Response

  Date: 06/18/2025

  We appreciate the customer for reaching out to us through the Better Business Bureau. At Nexus Auto Transport, we are committed to ensuring customer satisfaction and maintaining clear, transparent communication at all times. We welcome the opportunity to address the concerns raised.
  We'd like to start by addressing the customer's report that the delivery and payment process was "sketchy and dangerous".  As we inform our customers during the booking process, but also in our notification emails, it is standard procedure for drivers to collect payment in cash upon delivery, referred to as COD (Collect on Delivery). Carriers typically accept cash, cashiers checks, or money orders. In many cases, drivers may also accept electronic payments such as Zelle, Venmo, or Cash App; however, this should be confirmed directly with the driver in prior to delivery.
  It is also not unusual for a driver to request meeting at a nearby location, such as a ******* parking lot. Because their large car haulers cannot always access residential streets safely or legally, they may ask the customer to meet at a nearby open space with sufficient room to unload the vehicle. This is a common industry practice and should not be cause for concern. We apologize if the drivers request or manner caused any discomfort.
  Regarding the reported damage, we contacted the carrier immediately after receiving notice from the customer about what had happened. The carrier informed us that the driver resolved the issue directly with the customer by sending $1,000 via Cash App. They also provided a screenshot of the transaction as proof.
  As a precaution, we also provided the customer with the carriers insurance information, allowing them the option to file a claim directly if they choose to do so. In situations where the carrier does not directly cover the damages, the standard procedure is for the customer to pursue compensation through the carrier's insurance. However, the carrier has maintained that the matter was resolved directly with the customer.
  We would also like to kindly remind the customer that ********************** operates as a broker and does not handle or transport vehicles directly. Therefore, we are not liable for any damages. That said, we are always available to assist our customers, whether it's guiding them through the claims process or helping facilitate communication with the carrier.
  Whatever the customer may need, we remain at their service and are happy to help in any way we can.
  Kind Regards,
  Nexus Auto Transport

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23434221
  
  I am rejecting this response because: that is untrue. The carrier never gave us $1000. He took $150 off the price, but wouldn't give us the car until we paid him to transport. I would like to see the alleged proof because I would guess it has been manufactured. And this company did not so graciously provide us with the carrier insurance. We had to call at least 5 times just to get that info because no one would call us back and most of the customer service **** just argued with us. We did not contract with the carrier, we contracted with Nexus so even providing us the carrier's insurance info was inadequate. Our insurance company even told us that given how sketchy our dealings were with the carrier, we would likely not get a response from them. This entire experience with Nexus is extremely under-handed and sketchy. And the fact that they are inventing facts and proof that we got paid is ridiculous. This company needs to be investigated ASAP.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 06/28/2025

  After receiving the customers response, we decided to further investigate the situation and verify the information provided by the carrier. As part of this process, we also shared with the customer a screenshot of the Cash App transaction that the carrier presented as proof of payment for the damages. The screenshot includes the customers name and indicates a $1,000 payment. However, the customer believes the screenshot may have been altered, or that the carrier is misrepresenting a $1,000 payment the customer originally sent to them for ********************** services, now claiming it was a payment made to the customer.
  
  In light of these concerns, we reached out to the carrier again and requested additional proof confirming that the funds were indeed sent to the customer. As of this writing, we have not yet received any further evidence. If the carrier does not provide the requested documentation by Monday, we will follow up and formally request that they compensate the customer for the damages incurred.
  
  We remain fully committed to resolving this matter and will continue to keep the customer informed throughout the process. 

   

   

  Kind Regards, 

  Nexus Team

• Initial Complaint

  Date:06/05/2025

  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.

  On 4/16/25 I worked with **** to transport my vehicle. He quoted me $780 for an operable vehicle and $880 for car not running. I accepted the $880 and he said the car needs to go in neutral and have keys and I would have pickup in a couple days. After weeks me calling for pickup no one was available until 5/15/25. I spoke with ******* and a truck came out. The car was put in nuetral but driver couldnt get it on the truck so he left. To avoid further issues I replaced the battery and left a message with ******* that the car is running so I wanted the original quote for an operable car $780. ******* never returned my call I called every other day for 2 weeks no response. Finally I received a call for pick up 6/4/25. I accepted but explained the car is running and I wanted the original quote (This was done moral because they claim the delay for the truck was due to my car not running). I was told they are losing money and cannot honor that quote. I explained that was not fair and they should honor the quote especially since I told them ahead I was paying to get the car running. So they offered me a $50 restaurant gift card. I refused because last car they delivered in 2024 they offered me $100 restaurant card if I gave a perfect referral that to this date never worked and they never replaced it even when they said they would. While the independence truck drivers were good. Nexus make promises and never hold to those promises. I am a disappointed reoccurring customer that received the same dishonesty from Nexus. Two times they provided false information and did not honor what they agreed to do. Bad business!!!! Still to this day no return call not even one to do right by their customer!!!!!!

  

  Business Response

  Date: 06/16/2025

  We acknowledge receipt of the customer's communication through the ********************** and wish to provide further details regarding this complaint.
  On April 23rd, the customer placed an order with ********************** LLC for the transportation of her inoperable 1992 Chevrolet Corvette from *************** to *******, AL *****. The requested pickup window was between April 29th and May 1st, and the customer stated that the vehicle was capable of rolling, steering, and braking.
  Despite our agents' diligent efforts to assign a driver for this shipment, an unforeseen shortage of available truckers prevented us from meeting the desired pickup window. Nexus Auto Transport LLC cannot anticipate such situations and endeavored to secure the most competitive price from available truckers. A price of $925 for a May 13th pickup, utilizing a winch, was offered and subsequently approved by the customer. However, on the scheduled pickup day, the carrier notified our office that the vehicle could not be moved due to locked tires and non-rolling wheels, rendering the winch unusable for the pickup, hence the carrier cancelled the pickup.
  On May 17th, the customer informed us that the vehicle was now operable, with the only outstanding issue being the front lights, prompting her to disconnect the battery. Our dispatch department initiated efforts to assign a driver for the pickup. Due to the ongoing shortage of drivers on this route, we were able to negotiate the pricing down to $950, which the customer declined, indicating a willingness to wait until the following week. In accordance with the customer's preference, our agents scheduled a driver for a June 2nd pickup at a price of $875. This price was higher due to increased compensation requested by the trucker for completing the shipment, which the customer had previously approved. The vehicle was successfully delivered on June 5th.
  Nexus Auto Transport LLC is unable to retroactively adjust pricing. Furthermore, the vehicle's condition was not accurately disclosed at the time the order was placed.
  As a gesture of appreciation for our customer's business, we are pleased to offer an updated Gift Card totaling $200, encompassing both her previous and current order.
  Should the customer have any further inquiries, we remain fully at her disposal.

  
  Kind regards,
  Nexus Team

  Customer Answer

  Date: 06/16/2025

   
  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 ONLY if it is a gift use to be use for any type of purchase and not restricted to restaurants through a company.  The reason being last delivery I was offered that if I provided a good review on goodie which I did and the gift card never worked.  Nexus agreed to replaced the gift card and never did and it has more than a year now for that.  I have attached email related to that gift card. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/04/2025

  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 contracted Nexus Auto Transport to ship my vehicle from ***********, **********, to ******, ********. The order was made on the 24th and the car arrived on May 3rd, later than scheduled, and was delivered with visible damagespecifically, a scratch on the rear quarter panel. I reported the damage to Nexus on the same day.Initially, the company redirected me to negotiate directly with the driver or dispatcher, which was unhelpful. The dispatcher first asked for me to get an estimate from a shop of my choosing which was $1933.98 but later only offered a $300 settlement, significantly lower than the estimate. I had hoped the company would agree to cover the full cost of repairs at a certified body shop of my choice, but they have been unwilling to do ****** that I have requested to file an insurance claim for the damage, Nexus has stated that the vehicle was insured but refuses to provide documentation or a certificate of insuranceeffectively preventing me from filing the ******** first, I only asked for the damage to be repaired professionally. However, due to their continued refusal to resolve the issue in good faith, I am now also requesting a full refund of the transport service in addition to the repair costs. I am extremely disappointed in the companys lack of accountability and transparency. I partly decided to hire them because of their BBB rating; I ask you to help me make this right.

  

  Business Response

  Date: 06/16/2025

  We would like to thank our customer for getting in touch with us through the Better Business Bureau and we are more than happy to provide additional information regarding the customer’s complaint.
  On March 31st the customer booked the order with Nexus Auto Transport LLC to transport 2015 Infiniti QX60 from Los Angeles, CA 90048 to Mc Lean, VA 22102 and requested for his vehicle to be picked up between April 24th and 25th. The carrier was assigned one day before the first available date for the pickup, on April 23rd.
  On the day of delivery, May 3rd, the customer called us to report the damage on the vehicle in the form of a scratch near the gas cap. During the conversation with our agent, the customer stated he didn’t mark the damage on Bill of Lading and signed it. According to our Terms & Conditions, Section 8, the customer is responsible to note the damage on Bill of Lading and sign it, otherwise the carrier and Nexus Auto Transport LLC are released of any claims or responsibility for any damage to the vehicle.
  However, our agents communicated with the carrier and the carrier cooperated and was willing to pay for the repair costs. Our agent was told the customer should send the estimate for the repair to the carrier through email. The carrier company communicated with the customer and tried to reach a resolution, but the estimated repair cost provided by the customer in the amount of $1,944.98 seemed higher than expected, hence they requested another one and even offered to get one by themself by a shop certified for Infiniti vehicles. The carrier and customer went back and forth without reaching a definitive agreement. The customer refused all of the carrier's proposals.
  Due to circumstances, the Certificate of Insurance and the Bill of Lading have been attached for the customer’s reference. Our customer’s vehicle was fully insured during the transportation, covered by the carrier's cargo insurance, and he is free to get in touch with the insurance agency and start a claim process.
  We are here to address any further questions our customer may have and provide any additional information needed. We remain fully at the customer’s disposal.

  
  Kind regards,
  Nexus Team
  

  
  

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23427320
  
  
  
  I am rejecting this response because: 
  I appreciate your response however I would like to correct that I wasn't offered the option to repair at a infiniti certified shop by the carrier; that would be an acceptable option for me. So if you can make sure that is done I'll be happy to move on. 
  
  
  
  Sincerely,
  
  
  
  Nathan Lee

  

  Business Response

  Date: 06/26/2025

  We appreciate the customer's response and welcome the opportunity to expand on this further.
  We have followed up with the carrier on this situation and as they expalined it the repair shop’s proposal includes extensive paint work, some of which does not appear to be related to the damage caused by the driver. The carrier stated that if there were mechanical issues directly linked to the driver’s responsibility, they would understand the customer's request to use a certified shop. However, since the issue involves paintwork, which can be effectively handled by any reputable shop following standard procedures, they believe a certified shop is not necessary.
  If the customer is not able to reach an agreement with the carrier and requires any further assistance from Nexus, he should feel free to contact us. We remain at their disposal and will be glad to reopen the discussion with the carrier in an effort to push for a resolution in the customer's favor.
  Kind Regards,
  Nexus Team
  

  Customer Answer

  Date: 06/29/2025

   
  
  Complaint: 23427320
  
  
  
  I am rejecting this response because:
  

  The dispatcher does not cooperate at all and I suspect they hope to drag this out until I give up. Putting how should the vehicle be repaired aside, I emailed the dispatcher in May and followed up last week and they refuse to respond at all.   They have no incentive to since they have to pay money to fix my car that they damaged. You are ultimately who I entrust my business to and have the power over the dispatcher; you should do more to advocate for your consumer. First have them respond to my emails if you want me to negotiate with them.

  With regards to repairing the vehicle, I fail to understand why external repairs are treated less seriously. Anything that is broken during the process should be repaired in a professional manner. I believe the manufacturer of the vehicle is the most qualified when deciding who is qualified to repair their vehicles. Neither you or the dispatcher have demonstrated that the shop provided is reputable when it comes to repairing my vehicle.

  Furthermore, the insurance information that was provided was not helpful since I cannot reach anyone at the insurance company to file a claim.

  I hope you and the dispatcher will give me a call together. It’s been two month, I don’t think I’m being unreasonable to ask for a repair at a reputable shop determined by the manufacturer of the car. 

  
  
  
  Sincerely,
  
  
  
  Nathan Lee

• Initial Complaint

  Date:05/28/2025

  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.

  My vehicle was picked up on May 24, 2025. I was given a higher quote for the vehicle I was having transported, because it is a show vehicle. The vehicle had modifications, and I sent in all the proper ******************** My original quote was $900 and went to $1200 because of the mods. A third party driver picked up our vehicle, and was uncomfortable with taking the vehicle because of the modifications, he took it anyway. The vehicle was loaded & unloaded several times during transport. The vehicle was 100% drivable and operable before they picked it up. The driver somehow snapped the steering rack and pinion on my 2015 GMC Denali. I called the third party transport company, and nexus and the third party will not return my phone calls, and are unwilling to refund the money I now have to pay to have my vehicle fixed. I have video evidence, that the vehicle was operable on the day of pickup.

  

  Business Response

  Date: 06/07/2025

  We appreciate the opportunity to address the concerns raised by our customer and thank them for bringing the matter to our attention through the Better Business Bureau. Customer feedback is extremely important to us, and we take every complaint seriously as it provides us with valuable insight to improve our service.
  First and foremost, we sincerely apologize for the damage that occurred during the vehicle pick up process. At Nexus Auto Transport, we are committed to supporting our customers throughout the claims process to help ensure that any necessary repairs are properly reimbursed.
  Upon learning of the incident, we immediately contacted the carrier assigned to transport the vehicle to investigate what happened and understand what is their plan to resolve the issue. In many cases, carriers prefer to handle such matters directly with the customer rather than involving their insurance. However, after several days of back-and-forth communication and the carrier's refusal to accept responsibility, we provided the customer with the carriers Certificate of Insurance (COI) and advised them to contact the insurance agency directly to initiate a claim.
  Additionally, we have issued a full refund of the $280 deposit paid to Nexus as the broker, with the hope that it will help offset a portion of the repair costs. For full reimbursement, the customer will need to file a claim with the insurance company, whose information was provided on the ****
  Should the customer require any further assistance or if they have any questions, we remain at their disposal and are always here to help.

  
  Kind Regards,
  Nexus Team

• Initial Complaint

  Date:05/27/2025

  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 4/19/25 I purchased a vehicle and on 5/8 I dropped it to the Nexus driver. I took photos as it was waiting to be loaded, it was in pristine condition. BOL says no damages at drop off. I was told it was in transit to the ********** on 5/9 and that it would be delivered to FL on 5/16. It was not in transit until 5/13 in all actuality and we knew because the vehicle had an airtag. Communication was next to none, the vehicle was promised to be delivered on 5/16, then 5/17, then 5/18, then finally delivered the eve of 5/19. The PrimeTrack driver didn't deliver in the agreed VERY OPEN lot rather, delivered it in the middle of a very busy road in oncoming traffic and blocking all traffic! He refused to let my daughter inspect it before he demanded payment and a tip! My daughter did pay but when she pulled the vehicle to the empty lot out of oncoming traffic she discovered that they damaged the roof antenna and the roof rack! He admitted the damages to Nexus and ***** promised us she would forward the email to us on 5/19 to use in our insurance claim. The supervisor ***** credited us $65 for "inconvenience" and sent us a $50 link to *************** with an invalid code! I have advised her that 1. The $115 is not adequate considering the difficulty Nexus put us through AND $50 wasn't even received! 2. I do not want a restaurant or any other gift card...I want the $50 refunded to my credit card. And 3. I want there to be a higher credit of at least $250 total refunded for the nightmare as we had to make 15+ calls to Nexus over 8 days to finally get the proof from the driver at PrimeTrack that they accepted responsibility for the damages they caused. I have spent many hours and days of my time, the call center **** were aggressive...ESP ****, we were lied to by multiple people over many issues, the vehicle was delivered damaged, and we still don't have $50 of the promised refund! I am asking for a total refund of $250 to my credit card...not as gift cards.

  

  Business Response

  Date: 06/07/2025

  We appreciate the opportunity to address the concerns raised by our customer and thank them for reaching out to us through the Better Business Bureau. We value all feedback and take every complaint seriously, as it helps us improve our service.
  The customer contracted ********************** to ship a vehicle from ********** to *******. It is one of the longest routes that we cover, spanning over ***** miles. The carrier assigned estimated pickup and delivery dates of May 8th and May 16th, respectively. While we acknowledge that the vehicle was delivered later than expected, we would like to reiterate that all dates provided are estimates and are subject to change. Transit timelines may shift due to a variety of factors beyond our and the carriers control, particularly on long-haul routes such as this one.
  That being said, we agree that the level of communication from the assigned carrier and driver did not meet expectations. Unfortunately, during the weekend of May 17th and 18th, the carriers offices were closed. We were not able to get ahold of them during that period of time and it hindered our ability to provide timely updates. It is the drivers responsibility to maintain direct communication with the customer, especially in the event of a delay. We sincerely apologize if the driver failed to provide appropriate updates during this time.
  We also took note of the customers concerns regarding the rushed delivery and inspection process. Drivers are expected to allow customers adequate time to inspect their vehicles, regardless of their delivery schedule. We have reported the drivers conduct to their employer, ****************, so the matter can be addressed internally.
  Regarding the reported damage to the vehicle, we would like to clarify that Nexus Auto Transport operates as a broker and does not assume liability for damages. Responsibility for damages lies with the carrier who physically transported the vehicle. Upon being notified of the damage, we immediately contacted the carrier. They accepted responsibility and confirmed they would reach out to the customer directly to obtain a repair estimate and resolve the matter.
  To acknowledge the inconvenience and dissatisfaction the customer experienced during this **********************, ******************** offered a $65 discount and an initial $50 gift card. After learning the gift card could not be validated, we issued a new gift card valued at $100. In total, the customer has received $165 in compensation. The damage to the vehicle's antenna and roof rack will be addressed and reimbursed directly by the carrier.
  Should the customer require any additional clarification or assistance, Nexus Auto Transport LLC remains committed to supporting them and is available to help with any further inquiries.

  
  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23385128
  
  I am rejecting this response because: Nexus continually lied to us from the 2nd date that they had our vehicle in theirs/the drivers possession. Nexus advised us that the vehicle was already in transit on Friday. It was not in transit until Tuesday. The vehicle was supposed to be delivered the 16th. This was repeated to us on many occasions and couldn't be delivered prior to that date because my daughter was not in town. I have the text messages with Nexus to prove this. We never spoke to the driver before he dropped the vehicle in the middle of oncoming traffic, refusing to allow inspection of the vehicle, and demanding immediate payment. I do not want a $100 useless restaurant gift card because I paid money directly to Nexus therefore, for the complete inconvenience I have asked for a total of $250 monetary refund. I accept that you offered some cash reimbursement already but it's not adequate for what your company put us through. I did not request restaurant gift cards and would not agree to it because it's a waste of money since we don't eat out and I paid real money so I expect to be reimbursed for inconvenience in real money! In total I have spent over 20 hours dealing with Nexus, the employees (all but ***** and *****) have been rude. These 2 employees started that way but eventually toned it down. There's a culture at Nexus of rude aggressive employees who try to control the situation even with customers who are kind and respectful giving them no cause to do so. I never raised my voice, never disrespected, and simply asked for proper communication and truth. Oh and that my vehicle arrive when promised and that it arrive in the condition delivered to Nexus. IF Nexus had insured that the drivers they contract with actually allowed customers to inspect the vehicle before payment there would have been less inconvenience as we could have held the driver accountable right then and there. We could have called the police to take a report if need be. But Nexus never put us in touch with the driver pre-delivery, the driver dropped the vehicle in the middle of a very busy road with traffic blaring horns demanding they stop blocking, and then the 2 large men demanded a tip from my daughter who was alone! Imagine having to pay a tip when you're not allowed to inspect your vehicle and they knew they damaged it! In closing I am asking for monetary reimbursement totaling $250 and I do not want any portion of it as a gift card! They took the money from my account, please reimburse directly to my account it for an epically h*** experience.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 06/18/2025

  We sincerely appreciate the customer taking the time to share their feedback. Input like this is invaluable in helping us improve our services, and we welcome the opportunity to address the concerns raised
  At Nexus, we strive to provide timely and accurate updates throughout the shipping process. However, as a broker, we depend on the carrier for firsthand information regarding the drivers location and estimated delivery time. The updates we relayed were based solely on what the carrier communicated to us during our follow-ups. We do apologize for the delay, but we would like to kindly remind you that, per our Terms and Conditions, all delivery dates are estimated and subject to change due to factors often beyond our control. While delays can occur in this industry, we understand how frustrating this situation was. In acknowledgment of the delay, we provided a $65 discount and included a $100 gift card as a goodwill gesture. The use of the gift card is entirely at your discretion.
  Your feedback regarding the drivers behavior and the delivery process is deeply concerning. Nexus partners with a network of independent carriers and expects each of them to adhere to standard industry practices, including allowing for inspection upon delivery. We regret that this was not upheld in your case. We have addressed this issue directly with the carrier, who has assured us they will investigate internally to prevent similar situations in the future. Additionally, were sorry to hear that your interactions with our staff did not feel courteous or respectful. This is not reflective of the standard we strive to uphold, and your comments about tone and professionalism are being taken seriously and reviewed internally.
  Regarding the damage reported to your vehicle's antenna, we contacted the carrier immediately upon learning of the issue. As the party responsible for the vehicle during transport, the carrier is liable for any damage incurred while in their possession. According to our most recent update, the carrier has maintained their commitment to resolving the matter and covering the cost of repairs. If you do not receive a timely resolution, please contact us directly, and we will escalate the issue on your behalf.
  Should you have any further questions or need additional assistance, please dont hesitate to reach out.
  Kind Regards,
  Nexus Auto Transport

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23385128
  
  I am rejecting this response because: Please refund $100. We have not spent the $100 restaurant gift card nor shall we. It's offensive that you'd issue a useless gift card instead of simply refunding the cash we paid. It's unethical especially after we have done nothing but treat everyone in your company with the utmost respect. You're welcome to pull all of the calls. We never yelled, berated, or disrespected and yet, we are still being punished for choosing your company. Please fix this so we can all just move on.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/16/2025

  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.

  5/15 to 5/16, 2025 I contacted this business on 5/15 to get pricing to transport four vehicles from two different locations, prioritizing one location over the other, as I know my needs were a bit involved. I would also need to drive eight hours to meet the carrier. So, being proactive, I get up at 2am on 5/16 to give myself time to try to meet a carrier (even though the company had not yet emailed me confirmation of a time for pickup). When the company contacted me about a driver being found, it was for the second location. A bummer for me, but ok let's make this work as I've already driven so far. I was 30 minutes from the location and asked the company to relay this to the carrier. The company told me it would be an extra $50 for them to wait. Wow. But sure, I'll pay it. I get to the location 30 minutes later and the carrier isn't even on site, the *** said he was at *******. So you're now making me pay to wait on the ***. The vehicle being picked up was one that was being restored and it didn't run. I gave the company these details the day before, but when the driver found out he said it wasn't in the paperwork. Guess what? He wanted and extra $100. Now I'm ******. I'm stuck between agreeing to pay extra, over the original amount, or scrambling to find other means of getting the vehicles transported within the amount of time I have left to be in the area. These people already have my payment information and the driver is threatening to leave. Very deceitful practices. I told the company to cancel this pickup and the one at the other location because they've now screwed up my whole day and I have to come up with other plans rather than be shook down for more money. Oh yeah, and the other location? An extra $100. I hope Nexus Auto Transport changes the way they do business: maybe give a price range instead of a set price, and be clear on any stipulations up front instead of coming up with reasons to charge extra while onsite. I regret I even contacted this place.

  

  Business Response

  Date: 05/26/2025

  We would like to thank our customer for getting in touch with us through Better Business Bureau and are more than happy to provide additional details and address their concerns.
  On May 15th the customer booked the order with ********************** LLC for shipping two vehicles, 2001 **** Ranger and 1985 GMC C10 Short Bed within the agreed pickup window between May 16th and May 17th. On May 16th the carrier was assigned for the pickup during the same day.
  When the driver arrived at the pickup location, he discovered that one of the vehicles, a GMC C10 Short Bed, could not run. Upon reviewing our internal records, we discovered that the customer didnt inform us about the condition of the vehicle being inoperable. The driver was still willing to transport the vehicle but required an additional fee for additional equipment he needed to use to successfully load the vehicle, in the amount of $100 which was later negotiated to $50. Our company wanted to cover $50 from our end, but the customer decided to cancel the order.
  ********************** LLC reserves the right to charge a non-refundable cancellation fee in the amount of initial deposit as our services had been rendered and the carrier was dispatched to pick up and deliver the vehicle, but was unable to do so due to the condition of the vehicle not being properly communicated during the booking process.
  Our company would like to offer a 50% refund in the spirit of good business practices if the customer accepts that.
  Should the customer wish to accept our offer, we remain at his disposal.

  
  Kind Regards,
  Nexus Team