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:04/16/2025

  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.

  I hired nexus to ship my car across country and paid for door to door service. My car arrived a week later than scheduled and not to the specified address. Many excuses were given but the fact was to hide the damage done to my car. They have refused to take responsibility and remedy the situation although there is clear photographic evidence.

  

  Business Response

  Date: 04/26/2025

  We would like to thank our customer for getting in touch with us through the Better Business Bureau, we will be more than happy to provide additional information regarding the complaint.
  As a company that prides itself on transparency, we would be happy to provide a clear explanation of the issues raised in the customers complaint.
  Firstly, the customer reported a delay in delivery. While we recognize the inconvenience that might have caused our customer, ********************** is always transparent about the possibility of delays in delivery. All delivery dates are estimated and subject to change as per our Terms and Conditions.  Unfortunately, in this business delays can be caused by numerous factors, many of which are out of the control of Nexus Auto Transport and the Carrier, including, without limitation, road conditions, weather, and mechanical issues. Therefore, neither Nexus Auto Transport nor Carrier guarantee Pickup/Delivery dates or times.
  As for the location of pick up. We realize the customer was expecting door to door ********************** and in most cases that would not be an issue, but some residential areas have restrictions and would not allow a large car hauler truck to safely pass through them. If it is not possible for the driver to safely park his truck at the address the customer provided, he would suggest a better meeting location near by like a parking lot or a wider, open space.
  This is also something Nexus informed the customer of in the notification email that was sent at the time of the carrier's assignment. The email is titled "Carrier Assigned for Vehicle Pickup".
  In terms of the customer's final issue - damage to his vehicle. Nexus, as a broker, is not liable for any and all claims and damages arising out of the actual transport of the vehicle. That responsibility falls on the carrier that physically transported the vehicle. Nexus is, however, always there for the their customer, assisting with the communication with the carrier and the process of filing a claim with the insurance company. We have contacted the carrier many times and discussed what they can do to directly resolve this issue with the customer. The first response we received was that the damage was present prior to pick up and the transport of the customer's vehicle. Unfortunately, the images that were shared to us of the alleged damage were not of the best quality and Nexus was not able to definitively ascertain when the damage occurred. Upon customers further claims that the damage occurred during the transport, we contacted the carrier again and were told that their claims department will be looking into the case. After a few follow up calls, we still haven't gotten a clear answer on how the carrier plans to resolve this issue with the customer therefore we have emailed the Certificate of Insurance (COI) to the customer and advised him to try and file a claim with the carrier's insurance company.  Details about how to file a claim were included in the email.
  We would like to thank our respected customer for his patience in this process and we would like to apologize for any inconvenience caused. We remain at the customer's disposal for any further questions.

   

  
  Kind Regards,
  Nexus Auto Transport

  
  

• Initial Complaint

  Date:04/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Nexus Auto Transport to ship one of our vehicles from ** to **. We placed an air tag in the vehicle and on the key ring. **** responded with the details and a price. We booked the pickup of the vehicle on Monday, March 24, with expected delivery on Friday, March 28. Car was picked up as promised. Driver took multiple pictures and loaded car onto a 2-car trailer. Vehicle was on the move south on March 27, about 3pm, stopping in ** for the night. It appeared as though the driver drove through the night and the car was in Ft. **********, ** on Friday morning - 12 miles from the delivery point. We expected delivery sometime Friday but did not hear from Nexus or the driver 24 hours before. We had to call Nexus multiple times. We were told on Thursday that delivery was expected on Friday. By Friday afternoon, we still hadnt heard from the driver. We called again and were told the driver would contact us and delivery would be Saturday. No delivery. The driver was then unreachable. We called Nexus Saturday. We called Nexus Sunday. Each time we were told we would get a call with an update. No return call. Called Nexus Monday morning and was given a window when vehicle would be delivered. Vehicle was finally delivered in March 31, about noon. Driver took 4 photos. Was paid $500 in cash. The entire experience was extremely nerve wracking. We entrusted our vehicle to a company to ship it in a timely matter. Their website touts their constant communication but there was none. Website says delays can happen due to traffic and weather but the vehicle sat in a lot for 3 days before leaving **. And then sat 3 days in a lot in **. **********.

  

  Business Response

  Date: 04/24/2025

  We do thank our customer for getting in touch with us through the Better Business Bureau, we will be more than happy to provide additional information regarding the complaint. As a company that prides itself on transparency and is recognized by tens of thousands of satisfied customers, we aim to present a clear and comprehensive overview.
  The customer booked an order with ********************** to ship their vehicle from ***********, ** to *********, **. We assigned a carrier company to transport the customers vehicle and the dates they gave us for pick up and delivery were 03/24/2025 and 03/28/2025, respectively. However, the delivery dates are always estimated and subject to change as was stated in the dispatch notification email that we sent when the carrier got assigned.
  Nexuss *************** are considered rendered when Nexus dispatches a carrier to transport the vehicle. Nexus Auto Transport is acting solely in the capacity of a vehicle transport broker to connect our customer with a carrier who is willing to ********************** their vehicle. Our involvement is limited strictly to the role of a broker between services sought by the client and fulfilled by the carrier. Carrier is the party responsible for the moving transportation of the vehicle and they are responsible for controlling the method, manner, and means of accomplishing the performance of their services. But as a broker, Nexus is always there to assist their customers in communication with the carrier by providing updates when requested by the customer.
  On March 28th, we received the first call from the customer requesting to check on the status of her shipment. Nexus contacted the carrier and we were informed that the driver was passing through ************** and that delivery would happen on the 29th. A day later than the original, estimated delivery date.
  We received the second call from the customer on the 29th of March requesting an update on her delivery since she hasn't heard from the carrier. Being that it was a Saturday and the carrier's office was closed, we were unable to get ahold of them after many attempts. Since the carrier did not call Nexus directly to report any issues, we were not aware of the situation or the reason behind the delay in schedule. and could not assist the customer any better.
  On Monday, March 31st, Nexus followed up with the carrier at 7:11 am CST but the carrier once again did not answer their phone. We then received the third call from the customer at ****** CST requesting an update. We reached out to the carrier and finally got a response.  We were informed that delivery would happen on that day, between 11 and 2pm and we promptly informed the customer.
  We acknowledge that this delay caused a big inconvenience for our customer, but as a broker, ******************** is not responsible for controlling the method, manner, and means of accomplishing the transport. And therefore can not be held responsible for any delays.
  We would like to sincerely apologize for the inconvenience caused and to remind the customer that ******************** was there for her every step of the way, contacting the carrier and providing updates when we were able to get in contact with them during business hours.
  
  
  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23200584
  
  I am rejecting this response because:

  Nexus is not providing the entire chain of events in their response.  My husband and I called multiple times to get updates on delivery.  My husband was told on Thursday the 27th that delivery was still expected on Friday the 28th.  My vehicle was 12 miles from my location early Friday morning.  Friday afternoon, we were told delivery would be Saturday.  We called Saturday.  No response.  We called Sunday.  No one at Nexus would call us back.  We only got a call back on Monday once Nexus heard from the shipper.

  For a company who prides themselves on communication, they completely dropped the ball.  When someone in their customer service department says they will call back with an update, they should call back.  Even if the update is that they can't get a response from the shipping company.

  I appreciate the partial refund but disagree with the response.

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

  

  Business Response

  Date: 05/03/2025

  We would like to thank our customer for their response, and we are more than happy to address the concerns that they raised.
  Nexus tried to contact the carrier numerous times during the weekend, on the 29th and 30th of March, but we were not able to get in touch with them to get an explanation why the driver is parked 12 miles away from the delivery location as the customer claims, yet not delivering the vehicle. We were unable to get speak with a representative for their company since their office was closed. While the carrier's office is closed it is expected that the driver himself would contact the customer and update them about any potential delays as he is the one in possession of the vehicle and has first hand knowledge about when he would be delivering it. Nexus is not able to explain why that was not done.
  As soon as we received an update on Monday morning, we contacted the customer. As we had no update to give over the weekend, the customer was not contacted. Although, we do agree that a simple call to explain that we are unable to reach the carrier to get an update would have sufficed. We would like to apologize to our customer for not making that call.
  ******************** is dedicated to providing the highest level of service, as recognized by tens of thousands of satisfied customers.
  We are continuously striving to improve and appreciate the customer's valuable feedback.

  
  Kind Regards,
  Nexus Team

  
  

  Customer Answer

  Date: 05/05/2025

   
  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.  The company provided a partial refund, which I am grateful for.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/06/2025

  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 February 25, my car was picked up in ********* CA to be shipped to ************* **. On February 25, after being picked up, the transport vehicle went through a toll. On March 9 I received a bill in the mail for the toll. I was told by the ********** that the shipping company should have given me a Bill of Lading for the transport, which I didnt get. If I can get the Bill of Lading from the company I can send it to The Toll Roads and be clear of paying for the toll. This is where the problem is. Since receiving the bill from The Toll Roads on March 9, I have been trying to make contact with Nexus and the company they hired to transport my car. Nexus says they sent an email to that company and as soon as we hear back we will email you Ive sent follow up emails as well with the same result. I now have to pay for a toll that I am not responsible for.

  

  Business Response

  Date: 04/09/2025

  We do thank our customer for getting in touch with us through the Better Business Bureau, we will be more than happy to provide additional information regarding the complaint.On March 25th we received a call from the customer informing us of the toll fee that she incurred. The toll charge can be contested by using the document called the Bill of Lading (***). Usually the driver would provide a copy of it to the customer on delivery, but in this case it seems that the *** was not given to the customer.
  We contacted the carrier company at that point, requesting to get a copy of the Bill ** Lading to share with our customer, but we did not get a response. We followed up with them when the customer called us again on the 7th of April and the carrier was able to email us the document straight away. We then shared it with the customer. But unfortunately, it was too late as the customer already paid the $28.68 fee.
  We contacted the customer after that offering to refund the full amount of the toll fee and she accepted it. The refund was processed on the 7th of ******** far as Nexus is concerned the situation was resolved with the customer following her complaint.
  For any further questions, we remain at the customer's disposal.

  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 04/10/2025

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

• Initial Complaint

  Date:04/03/2025

  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.

  Hired Nexus to transport my truck from ****** to ********. My truck was damaged during transport. I notified nexus of the damage and they are unwilling to work with me and my insurance company.

  

  Business Response

  Date: 04/05/2025

  We sincerely appreciate the customer reaching out and sharing her concerns.
  
  
  The customer arranged an order with ********************** LLC to transport her vehicle from ************, ** to ******, ***
  Following this, Nexus Auto Transport LLC coordinated with the carrier company,**************************, which successfully picked up and delivered the customers vehicle.
  
  
  Upon reviewing our internal records, we confirm that the customer received essential documentation, including the Bill of Lading and the Certificate of ********************
  As part of the standard procedure, Nexus Auto Transport LLC advised the customer to file a claim with the carriers insurance company regarding her concerns.
  
  
  If the customer has already filed a claim as per our guidance and requires further updates, we strongly encourage her to directly reach out to the insurance company for the latest information on the claims progress.
  
  
  Should the customer require any additional clarification or support, Nexus Auto Transport LLC remains fully available and committed to assisting her with any further inquiries.

   

   

  Kind Regards, 
  Nexus Team

• Initial Complaint

  Date:02/05/2025

  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.

  I got a quote online from them and decided to use them. I had a car i was going to buy and nexus had a price they agreed to. They told me they found someone to ship it so i contacted the seller to see if that day would work. It wouldnt work so i told nexus. They had already charged me $155. They rescheduled the pickup and said they could refund the money or keep it for the next pickup. I said keep it for the next. I then found a cheaper better car 45 min away from me so i decided not to purchase the first car. I called nexus and cancelled. They apprently found a driver and sent me an email that morning i did not see. They said that they could not refund as they already had a driver. I did not confirm the driver or any pickup details. And the pickup was not that day. 2/03/25 was the day i called and asked to get the car picked up. 2/05/25 was when pickup driver was chosen and when i cancelled the order and requested a refund. 2/06/25 was the scheduled day of pickup

  

  Business Response

  Date: 02/14/2025

  We do thank our customer for getting in touch with us through the Better Business Bureau, we will be more than happy to provide additional information regarding the complaint.
  As a company that prides itself on transparency and is recognized by tens of thousands of satisfied customers, we aim to present a clear and comprehensive overview.
  The customer booked a *************************** service for a 2004 ****** Sentra from **********, ** to *******,**, providing all necessary information, including pick-up and delivery addresses and contact numbers.
  On February 1, 2025, Nexus Auto Transport dispatched a carrier company to pick up and deliver the customer's vehicle. However, we later received information that the vehicle was not ready for transport.
  In response to the new circumstances, we offered the customer the option to reschedule the pick-up at no additional cost which customer gladly accepted.
  On February 5, 2025, Nexus Auto Transport dispatched another carrier company and promptly informed the customer via email with the carrier's information. That same day, the customer called to cancel the order.
  Considering that Nexus Auto Transport assigned two carrier companies to pick up the customer's vehicle, in accordance with our legally binding agreement, Nexus Auto Transport services have been rendered. Consequently, Nexus Auto Transport reserves the right to charge the non-refundable fee as stipulated in Article 13 of the agreement:"If you cancel your order after a Carrier has been dispatched to transport your Vehicle, you will be charged a cancellation fee in the amount of your Initial Payment, as Nexuss *************** have been rendered."
  
  For any further questions,we remain at the customer's disposal.
  
  Kind Regards,
  Nexus Team

• Initial Complaint

  Date:01/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a contract with Nexus Auto Transport to transport my car 2017 Crosstrek ****** from ********* ** to ******* ** around August *******. I choose Nexus because it was in the top 10 for it service and guaranteed the company had insurance. I didnt realized that another company will be delivering my car, ************** My car was picked up on September 27, 2024. The car was scheduled for October 3, 2024 for delivery. The driver was early and delivered on October 2, 2024 in the evening. He took pictures of the sides, back and front not the roof. I signed for my car and paid balance in cash, $850. The next morning my daughter, ****** ***** saw many scratches on the roof of my car, which is low enough to be seen especially in the sun. My daughter took pictures and I called **** Nexus I **** finally put in a claim on October 23, 2024 with **************************** casualty company. Was told **** has a $2500 deductible. My Insurance **** got involved and got an estimate for $625.25. **** had to wait for an denial letter to take on the claim. Received the rejection letter from progressive Insurance on December ******* for invalid coverage. **** paid $425.25 with an $200 deductible. I hired Nexus and **** Nexus had a responsibility to protect my car and me. **** Nexus has not come forward to accept responsibility for this situation, I hired his company. I believe that this information should be made public, that this company sells the services under false deception. I also will report this situation with the ********************************* 

  

  Business Response

  Date: 01/16/2025

  We do thank our customer for reaching out to us through the Better Business Bureau.
  We are more than happy to address the concerns which the customer has raised in her complaint.
  On August 12, 2024, the customer booked a vehicle ********************** service with us from *********, ** to *******, **, and indicated the preferred pick-up date as September *****, 2024.
  In response to customers request , on September 23, 2024, ********************** assigned the carrier company ************* to transport customers vehicle
  The vehicle was picked up in *********, **, on September 28, 2024, and successfully delivered to *******,**, on October 2, 2024.
  Upon delivery, the customer signed off on the Bill of Lading, confirming that the vehicle was received without any damage.
  We have attached the Bill of Lading for customer reference.
  The pictures included in the Bill of Lading show the customer inspecting the vehicle alongside the driver. The weather and lighting conditions in the photos were adequate for a thorough visual inspection, and any damages would have been easily noticeable.
  While we regret that the customer's insurance claim was denied, it is important to note that since the vehicle was signed off as undamaged upon delivery, and the customer was present at that time, the insurance company may have rejected the claim as any reported damage could have occurred after the delivery.
  It is crucial to document any suspected damage during the transport at the time of delivery and conduct a thorough inspection on the spot, which customer had the opportunity to do.
  As stated in Article 8 of the Terms and Conditions of the service agreement between you and Nexus Auto Transport:
  
  At the time of vehicle is dropped off at the delivery location (delivery),you and carrier shall conduct a full inspection of the vehicle for any exterior damage that May have been caused during transport. The results of this inspection shall be recorded on the inspection report on the Bill of ********** must notate any new damage to the vehicle (As compared to the condition of the vehicle at the time of pickup) On the Bill of lading inspection report. You and carrier shall acknowledge the condition of the vehicle by signing the Bill of lading. You are responsible for obtaining and retaining a copy of the original Bill of lading for your records. By signing the Bill of lading without notation of damage, you acknowledge that you received your vehicle in satisfactory condition and without damage and thereby release nexus auto transport and carrier of any claims or responsibility for any damage to your vehicle.
  
  We remain open to further discussion and will be more than happy to answer any additional questions or provide any further information that the customer might need.

   

  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 01/30/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  This is in response to complaint that I filed against ******************** Transportation. The complaint file number is ********. **** ******************** for this company is suggesting that I damaged the roof top of my ****** myself. This is the most insulting Accusation that he could make. Come after taking my money and hiring such an unprepared driver, he should be ashamed of himself. I have pictures of the day my car was pick up and the evening it was delivered. Yet, Mr. ******************** cannot explained the lack of Insurance for the service that he provides, transporting vehicles across country. Your company need to insured that these transporting companies have the adequate insurances that is states when we hire them for service. ***************************** **********************, has advised me to file a complaint on ******************** and **** for lack of proper Insurance. I do have pictures and I do not have the space to provide them. Please let me know if somehow they can be shared. ****** Lewis 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/06/2025

  We would like to thank our customer for their response, and we are more than happy to address the complaints and concerns that they raised.Firstly, Nexus Auto Transport checks and verifies the validity of all carrier insurance documentation before assigning any carrier. Only those who meet all of our requirements are assigned. Thus, the customer's accusation of a "lack of insurance " is without merit. All our carriers must have active insurance coverage while the vehicle is being transported.Secondly, our customer suggested that ******************** implied the damage to her vehicle was caused by her . In our previous response, Nexus simply referred to hearing that the customer's claim was denied by the insurance company. We explained that without damages marked on the Bill of Lading, the insurance company might conclude that reported damage occurred after delivery , which may be the reason they rejected the claim.The Bill of Lading is a crucial document in cases of suspected damage. Upon delivery of the vehicle, customers and the driver conduct a thorough inspection of the vehicle, and any noticeable damage must subsequently be noted on that document so it can be presented to the insurance company when filing the claim. Unfortunately, in our customer's case, there were no damages marked on the document. The customer signed the Bill of Lading, confirming that the vehicle was received without any damage. As stated in our previous response, the pictures included in the Bill of Lading show the customer inspecting the vehicle alongside the driver. The weather and lighting conditions in the photos were adequate for a thorough visual inspection, and any damages would have been easily noticeable.Nexus is once again sorry about the outcome of this case, but the vehicle was signed off as undamaged upon delivery. The customer was present at that time, and there is nothing else Nexus can do now to rectify this.We remain open to further discussion and will be more than happy to answer any additional questions or provide any further information the customer might need.

   

  Kind Regards, 
  Nexus Team

• Initial Complaint

  Date:12/12/2024

  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.

  On 11 Dec2024, I requested to have my car shipped from the northern suburbs of ******* to the Northwestern suburbs of *******. I wanted it ASAP however, I was p***ared to wait. Later that day I received a call from the carrier stating that they would not be able to deliver today but they would be able to get it to me by 1:00 AM on 12 Dec2024. I thought it was odd but they seemed to prefer the idea.While I was waiting in my car around 1:00 am, I expected them to be about +/- an hour. The car never arrived and I never received a call, even though I was told that they would call when they were close. I had to switch who would receive the car and went to work. I finally made contact with them in the morning, where they stated that they were confused and that they would call back but they never got back to me. Eventually I found out the carrier had to stop because of a storm (which is understandable) but I was never notified even though I was verbally told 1:00 am. The new drop off was 12:00 pm. 11 hours after I was quoted and 12 hours of waiting. I attempted to contact Nexus Auto Transport, as they are the people I have been communicating with and that is who I paid, about compensation due to the massive inconvenience. I was told initially, that the carrier is not suppose to do what they did and that they would contact the carrier and their supervisors and see what they could do. After an hour of no response, I was told a similar story. I called again 2 hours later and spoke to a ***resentative and a supervisor who reiterated the same exact thing, with a few changes. I was told there was nothing they could do because it was still arriving the same day. From there they said that even if it was going to be 2 days late, they would still not owe me anything. I understand the terms, however if a *** tells me a time, I am going to take him at his word. I was essentially lied to and they hide behind their policy. 

  Customer Answer

  Date: 02/06/2025

  Please see attached.

  

  Business Response

  Date: 02/14/2025

  We sincerely appreciate our customer reaching out to us through the **********************.
  Before the complaint was filed, we had the opportunity to directly address the customer's concerns. Our team members provided thorough explanations and clarifications regarding the delay that occurred in December 2024.
  We deeply regret any inconvenience caused by the delay in land transportation.
  Given the unpredictable nature of the industry, delays can occur, particularly during the winter when road conditions can be extremely challenging for drivers.
  At Nexus Auto Transport,safety is our utmost priority.
  Adapting to weather conditions and handling the valuable property of our customers with great care is extremely important.
  During our conversations with the customer in December 2024, our representatives offered a 5% discount to acknowledge the inconvenience caused.
  We were sorry to learn that the customer declined this offer.
  
  Nevertheless, we remain committed to resolving the issue and are now pleased to extend a revised proposal: a total discount of 10% to compensate for the inconvenience caused by the delivery delay.
  Nexus Auto Transport upholds the highest standards of professional conduct. We proactively inform customers about any updates we receive from the carrier company in case of a delay.
  Once again, we sincerely apologize for the inconvenience caused by the minor delay in the delivery of the customer's vehicle in December 2024.
  We are committed to providing exceptional service and ensuring customer satisfaction.
  For any additional questions or concerns, we remain at the customer's disposal.
  
  
  Kind Regards, 
  Nexus Team
  

• Initial Complaint

  Date:12/02/2024

  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 placed an order with Nexus last week to ship a car from ** to **, expecting a smooth process given their reputation and long-standing presence in the industry. However, I was extremely disappointed with their lack of communication. Nexus outsourced the job to a third-party carrier, who picked up the car last Friday and was supposed to deliver it today, Monday.When I called to check on the delivery status, I was informed that theres an issue with the trailer, and now the car might be delivered this Fridayfour days late and a full week after pickup. If I hadnt called, I would have been left waiting indefinitely.I paid a premium, thinking Nexus would provide superior service, but its clear that was not the case. Save yourself the frustrationDO NOT USE THEM!

  

  Business Response

  Date: 12/26/2024

  We do thank our customer for getting in touch with us and we greatly value customers feedback and are committed to addressing customers concerns promptly.
  
  
  Upon reviewing our internal records and the official Bill of Lading (BOL), we can confirm that the customer's vehicle was picked up and successfully delivered to the customer's address on December 10th.
  
  For customers reference, we have attached a copy of the BOL.
  
  We regret that the delivery took longer than anticipated and sincerely apologize for any inconvenience this delay may have caused.
  
  The desired settlement proposed by the customer has been fulfilled.
  
  ********************** is dedicated to providing the highest level of service, as recognized by tens of thousands of satisfied customers.
  We are continuously striving to improve and appreciate customers valuable feedback.
  
  As a token of our commitment to customer satisfaction, we are pleased to offer a discount on the customer's next shipment with **********************.
  
  Kind Regards,
  Nexus Team

• Initial Complaint

  Date:11/18/2024

  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.

  Requested for pick-up and delivery of vehicle transport, Pick-up date had to be adjusted due to company stating would take around 9-10 days delivery from Va to Ca. Notified of driver availability day prior to requested pick-up date. Upon vehicle pick-up my point of contact person who would oversee the pick-up was then inconvenienced by having to drive to all the way to nearest truck stop station. which is not the delivery located requested. Driver arrived two days early from original available date I stated I would be able present to pick-up the vehicle. Due to military I stated the date would be exact for delivery pick-up of 16 Nov to to required transit that I will not be able to be present for vehicle until 16 Nov 2024. Driver calls 14 Nov for me to pick up vehicle or to leave it with someone or parked somewhere with the keys left inside. I state that I am unable and I would not like it to be left alone I will wait for his next availability. Hours later I am notified that my vehicle has been left and that I will have to pay for parking storage that I never consented to. The purpose of shipping my vehicle was to pay for the convenience of not driving it, yet I paid to be more inconvenienced and over charged for the company not delivering correctly. While mis-handling my vehicle dropping it of other than what was initially was in my request. The garage my vehicle was left at would have not been responsible for any damages of theft had it occurred and I would have been without a car.

  

  Business Response

  Date: 11/29/2024

  We appreciate the opportunity to address the complaint submitted by our customer regarding their recent vehicle ********************** experience with Nexus Auto Transport.
  
  The customer placed an order to ********************** her 2020 Dodge Challenger from ******, ** to *********, ***
  
   On November 8th, our representatives assigned the carrier company ************ Transportation ***** which successfully picked up and delivered the vehicle.
  
  On November 13th, the customer reached out via email to inquire about the delivery schedule. Our team promptly informed her that the delivery would take place the following day.
  
  After a thorough review of our internal records, phone logs, and communications with the customer, we found no indication that specific dates were unavailable for delivery prior to the carrier picking up the vehicle.
  
  We would like to clarify that neither Nexus Auto Transport nor Olympia Auto Transportation Inc.overcharged the customer.
  The vehicle was placed in a secure storage facility, and the customer was immediately informed of the facility's address to retrieve the vehicle upon arrival.
  
  We sincerely apologize for any inconvenience caused. However, we were not made aware of any specific dates being unavailable for delivery.
  Had we been informed, we would have coordinated with a carrier company that could accommodate the customer's schedule.
  
  We would like to offer the customer a 5% discount for the inconvenience caused.
  
  Should the customer choose to accept this offer, we will process the refund immediately.
  
  
  Kind Regards,
  Nexus Team

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22574561
  
  I am rejecting this response because:

  On 10 Oct 2024, I notified representative of requested delivery any day from 16 Nov 2024. 
  
  Sincerely,
  
  Puma Franklin

  

  Business Response

  Date: 12/11/2024

  We do thank our customer for getting in touch with us again.
  
  Upon reviewing our internal records, we could not find any communication with the customer on the 10th of October.
  
  Once again, we do regret the inconvenience caused and as indicated in our previous response, Nexus Auto Transport is offering a 5% discount.
  
  Should the customer choose to accept this offer, we will process the refund immediately.

   

  Kind Regards, 
  Nexus Team

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed an auto transport company to transport my automobile station wagon from **************** to my home in suburban *******. Because the vehicle was on ******************* off the coast of ****************, I had to hire someone to place the vehicle on the ferry and move it off the island to the mainland. This same person then would stay with the vehicle until the truck transport arrived. Since the vehicle couldn't be left attended to be picked up, and since the person could only wait with the vehicle for an hour, I needed a transport company that would promise to have their truck transport at the pickup point at a specific time and date. In this case, it was Friday, Nov 1, at 9:45 am PST.Because the terms of this pickup requirement were outside the abilities of several other transport companies I contacted, I decided to call *******-based Nexus Auto Transport to see if they could accommodate **** spoke with a representative Tues, Oct 22, and explained my situation. The representative assured me that they would have a truck there to pick up my vehicle on Friday, Nov 1, between the hours of 9 and 10 a.m. (He said he couldn't promise an exact 9:45 a.m. pickup). I agreed, thanked him, and booked the pickup over the phone and provided him my **** credit card.The person I hired to take the car to the mainland and wait for the pickup called me Friday, Nov 1, in the afternoon (Chicago time) to tell me no one had yet shown up. And it was about 3 hours past the agreed upon time. I promptly called Nexus who told me they were still looking for a truck transport driver. I canceled the order over the phone and asked the supervisor to credit my **** card $300 for the money I spent hiring my person to move the car; and to cover the cost of returning the car back to the island via ferry while I arrange other transport.They told me they'd call me back. They never did. I am prepared to take them to court and am having my attorney arrange the filing.

  

  Business Response

  Date: 11/12/2024

  Nexus Auto Transport would like to thank the customer for reaching out through the **********************.
  
  As a company that values transparency, Nexus Auto Transport is more than happy to provide additional information regarding the concerns raised in the complaint.
  
  The customer booked an order on October 29th to transport a vehicle from Anacortes, ** to ***********,**, indicating that the vehicle would be available for pick-up on November 1st.
  
  Immediately after the booking, Nexus Auto Transport began working to find available drivers in the area.
  
  On November 1st, around 1:44 PM, the customer called to cancel the order.
  In the spirit of maintaining a good business relationship, Nexus Auto Transport's team contacted the customer less than an hour after the cancellation to inform them of an available driver for pick-up on November 1st.
  However, the customer decided not to proceed and reiterated the cancellation.
  
  As the order was canceled,no charges were made to the customer's credit card and no payment was received.
  
  According to Article 9 of Nexus Auto Transport's Terms and Conditions, which constitutes a legally binding agreement: Nexuss broker services are provided on an as is and as available basis. Nexus Auto Transport makes no warranties of any kind, express,statutory, or implied, course of dealing, course of performance, usage of trade, or otherwise, including without limitation, any implied warranties of merchantability, fitness for a particular purpose, title, custom, trade, quiet enjoyment, non-infringement, or availability. Nexus Auto Transport does not warrant that Nexuss broker services will be available or will meet your requirements.
  
  The decision to take the vehicle to the mainland or any other location was solely the customer's, and ********************** did not advise this action.
  Therefore, Nexus Auto Transport cannot be held responsible for actions and decisions made independently.
  
  Nexus Auto Transport sincerely apologizes for any inconvenience caused and remains open to providing any further information or assistance the customer may require.
  
  
  Kind Regards,
  Nexus Team
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22504198
  
  I am rejecting this response because:
  
  The Nexus *** guaranteed me that the truck would be at the pickup point between 9-10 am. They recorded the phone call and have it on audio. I ***eated the requirements of Nov 1 between 9-10 am and the ***resentative said yes they would be there   
  

  Based on that guarantee I hired a driver to take the vehicle from the island to the mainland pickup point. 
  

  my driver waited 3 hours. No truck ever appeared.  

  my driver took the vehicle back to the island and then I called Nexus to cancel the order and express my disappointment   
  

  I am seeking $268 to cover my cost of hiring the driver and ferrying the vehicle to and from the mainland. 
  

  if Nexxus does not reimburse me for the money I spent then I will file a small claims court case against them. 

  and I will subpoena the recorded phone call as evidence in the court proceeding. 
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 11/21/2024

  
  We do thank our customer for getting back to us and we will be more than happy to provide additional information regarding the customer's complaint.
  
  ********************** team members offered alternative solutions to accommodate customers *************************** needs, however the customer decided to cancel the order and did not proceed with the pick up of his vehicle as indicated in our previous response.
  
  As stipulated in Article 9 of Terms and Conditions of the Service: Nexus auto transport does not warrant that Nexuss broker services will be available or will meet your requirements.
  
  Nexus Auto Transport sincerely apologizes for any inconvenience caused and remains open to providing any further information or assistance the customer may require.

   

  Kind Regards, 
  Nexus Team

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22504198
  
  I am rejecting this response because they assured/guaranteed me that a truck would be onsite on Nov 1 between 9 - 10 am PST to pick up the vehicle.

  They have the recording of the phone call where I confirmed this at least twice.

  I am filing a court case and will subpoena this phone call recording.

  I will sue for the $268 I spent arranging getting the car to shore from the island, and I will sue to recover court filing fees as well.

  In the end this will cost Nexus much much more than the $268 I am asking them to reimburse me and I'm going to enjoy winning this case.

  See you in court. Do not destroy the phone call evidence.

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