Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2025

  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.

  Spoke and dealt with "Ray" from Shipwit, was told and signed a contract for shipping a van from ******* to Ohio Jan 9th for like $700. *** said came with a $200 deposit, I paid it. As weeks and then months go by I heard nothing, finally tells me they are waiting for a shipper to accept it. Finally received a "offer" of almost twice of the the quoted cost. I said that wasn't the quoted cost, *** said no worries it's jus an offer from a shipper. Said he'd keep trying...never heard from him again..Feb 22nd I went and got it myself. I was issued a refund and told it will be 5-7 business days. It now has been over a month and they stop replying to my emails asking for a status. Last email said check with your bank...today 3/27 still no refund on account.

  

  Business Response

  Date: 03/28/2025

  The original transaction was processed on 12/16/24. When we attempted to issue the refund electronically it was rejected by our processor. This can be either because the account is closed on the customers end, there was a dispute filed or something else on the banks end. We have reached out to the customer and offered to send him a company check via mail for the full amount. We hope to get a response with the correct mailing address so that we can send the check out today. All cancelled orders receive full refunds in accordance with our Terms of Service. Thank you. 

• Initial Complaint

  Date:03/23/2025

  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.

  They quoted my vehicle's shipping date on 01/06/2025. They then tried getting me to switch my place of pickup which was not the agreed upon place in the quote. February 7 (a month after the shipping date) they still had not picked up my vehicle and I asked for my money back. They ignored my message of returning my money and stated they had someone that would pick up my vehicle for ******* ($410.00 over their quote). I had to tell them again to return my money. I ended up having to take time off of work to go get the vehicle. Thankfully the place I had it parked allowed me to have it there a month past when this company agreed on shipping it. I had to ask for my money back multiple times and the excuses started. They stated they could not return my money because they were having "issues with our payment merchant that's why". We tried calling the company to talk to accounting and were unable to talk to an actual human nor able to get through to accounting. They then stated they were going to send us a check. That was on March 3. On March 10 after not receiving the check nor a tracking number through the postal service to track a check like we asked for, we asked them again. They stated they would check it and did not get back to us. March 13 we contacted them again and they stated they had checked with their accounting team and the check had been sent out and still would not acknowledge having a tracking number for us like we asked for. It is now March 23 and have still not received our money back. I have kept all communications between us and this company.

  

  Business Response

  Date: 03/24/2025

  According to our records the refund was issued last week. This order was assigned to a carrier company called *****************. but the shipper did not want to utilize their services. We cancelled the order as requested. Sometimes refunds can take up to *********************************************************************************** 5-7 business days. We will reach out to the customer now to resolve the matter. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23105081
  
  I am rejecting this response because: That is not the truth and they still have not given us our money back. They told us on February 14 that our money was being put back in our account after they tried charging us more than the agreed upon amount in the quote. 10 business days from February 14 is not March 27. It is easier to just send some of the emails and text messages they sent us instead of allowing the deceit they have responded with. We have sent some of the emails and texts from the company and "*** *****" who was texting us from the company phone number (which we also tried calling but no one answered and did not return our call but texted us as instead). This will not be resolved until they reimburse our money.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/28/2025

  A full refund check was sent out this past Tuesday and should arrive at the customers mailing address by early next week. Our agent spoke with the customer this week and explained what was happening. We attempted to issue the refund electronically but either due to the account being closed on the customers end or some other reason on the merchant accounts end, our processor would not authorize the transaction. This is why we had to send a physical check. Our company has a full refund policy so if the refund cannot be issued electronically we will still send the funds to the customer in another way. Unfortunately a check by mail takes time to arrive. Thank you. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23105081
  
  I am rejecting this response because: They were able to take my money with no issues but try accusing us of our account being shut when I ask for our money to be returned. They stated they sent out the check out "last Tuesday" which would be March 25th. We asked if our check had been sent out and on March 13th we were sent a message stating "I checked with our ********************* and it shows that it has been sent already". So again we have proof that we have been lied to and this will not be resolved until we have our money back in our account. Thank You.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a quote from this company under the promise that they would handle the transportation of my vehicle from ******** to *****. They did not disclose they are a shipping broker nor that they were merely charging a fee to post our request on a job board for drivers. Hence any "quote" they provide is invalid and depends solely on what a driver will charge for transportation. Because they provided such a low offer, no driver would take the job. Hence we had no way to get our vehicle transported. Further, all attempts to contact them to resolve this issue resulted in no response from them. Their phone line number to the public is only for new customers and they do not provide any support I am requesting a refund of the $200 charged and removal of my information from their system. Further they need to do a better job of disclosure,

  

  Business Response

  Date: 03/14/2025

  We respectfully disagree with this complaint. Our company has always been very clear about the fact that we are a broker and a shipping MARKETPLACE. That is what is stated on our website and it is even in our phone greetings. In other words, every time a customer calls our company they hear: "Thank you for calling ShipWit, the auto shipping marketplace," How much more clear can we be? In regards to this specific shipment, the customer placed their order yesterday and today, March 14th, is the first available pickup date for the vehicle. We are not even 1 day past the pickup and we did absolutely nothing wrong pertaining to this shipment. It was also stated that we do not offer updates but if you look at the screenshots we provided here you can see all of the emails we sent to this customer in the last 48 hours where we specifically gave him updates on his shipment. Either way we have a full refund policy so if the customer wishes to cancel and get a full refund they can do so anytime. We have sent the customer an email after receiving this complaint asking him what he would like to do. We always do everything in our power to make all shippers happy. Thank you for reading our response. 

  Customer Answer

  Date: 03/18/2025

   
  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:03/05/2025

  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 was set to have my car shipped with ShipWit transportation. We agreed on ****** .i gave him a ****** deposit .I called two days before to get eta of pickup , to which he responded two days later and said cant make that day and gave me another day and charged me another ****** to be COD at destination. They have my 200 deposit To which Im trying to get back .

  

  Business Response

  Date: 03/10/2025

  This order was successfully confirmed, dispatched, picked up and delivered to the customer. ******* SIGNED the Bill of Lading on both pickup and delivery where the amounts and Terms were clearly visible. The balance on delivery was $750 and the reservation fee was $200. There were no additional charges and the customer paid the carrier the $750 balance and the vehicle was delivered. We send everything in writing prior to pickup and once a carrier is assigned an email is sent to each client with the date of pickup, delivery and the rate that the carrier is agreeing to. Shippers have ample time to reject the dispatch or cancel the order and get a full refund. If the service is utilized and a carrier is hired and if the vehicle is delivered then the confirmed rate should be paid to that carrier company. According to our records that is what happened here. Thank you. 

• Initial Complaint

  Date:03/04/2025

  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.

  On February 24, 2025 I contacted Shipwit to pick up a car in *****, **. They said the would pick up the car on the 27th of February. They didn't pick up. The seller ask can it be picked up on March 3rd. Shipwit said yes they will pick up on the third. They refuse to email me or call me back and charged me $200.

  

  Business Response

  Date: 03/05/2025

  This order was scheduled with a first available date of 3/3. We normally have a 1-4 day window for pickup. Unfortunately there are also severe snowstorms throughout the ******* this week which are resulting in delays on certain routes. These delays are industry wide and we have access to every working carrier on most routes. Dispatch has a carrier available for pickup this weekend but we are still working to secure a faster option. The booking agent also sent two email notifications to the customer in the last few days and we are available during regular business hours by phone at ************** or by email at ******************************** We will call the customer now to provide an update. Thank you. 
  

• Initial Complaint

  Date:02/07/2025

  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 contacted Shipwit on November 6, 2024 to transport my vehicle from ********** to **************. I spoke, texted and emailed Mr. *** *****. I was quoted a price and assured it was accurate with little chance of changing, I paid a.$200.00 deposit with assurances it was fully refundable. As my move date neared, Mr. ***** contacted me with a higher price. I repeatedly asked for clarification of the price change when I had been assured the original quote was meant to be very accurate. Mr. ***** became harder to communicate with. I left voice mails, texts and emails. November 15, 2024, I canceled my order with Mr. ***** of Shipwit. I did this verbally, via texts and e-amils. I repeated this cancellation request numerous times from November 15 through November 20, 2024. November 20, 2024, Mr. *** ***** texted me Shipwit had my cancellation, and I could expect a refund in 5 to 7 days. From December 6, 2024, until today, February 7, 2025, I contacted Mr *** ***** multiple times. He repeatedly told me his accounting office was working on my refund. I am still awaiting my refund and I look forward to their response as to why my refund has not been issued in over three months.

  

  Business Response

  Date: 02/10/2025

  We have tried to issue the refund electronically several times but for some reason our merchant provider will not process the transaction. An agent has reached out to the customer today in order to get all their information so we can either send them a check or credit the funds back to them another way. We have a full refund policy. Thank you. 

• Initial Complaint

  Date:02/06/2025

  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.

  22 November 2024 I paid them a $400 deposit to ship my vehicles. They never picked up nor shipped them. Contact with this company was very minimal after they got my money. 9 December 2024 I emailed I emailed the agent to refund me. 10 December 2024 the agent responded; my refund will take 5-7 business days to process. I never got my money back. I disputed with my bank but they won't help me. ShipWit will not respond to my emails or calls. I am a **** Veteran on a fixed income and I still don't have my vehicles, I need this money back. Thank you for your time.

  

  Business Response

  Date: 02/10/2025

  The customer filed a credit card dispute before we issued the refund and their bank returned the money to them. We cannot issue a refund on a disputed charge. Please see the attached screenshot of that dispute. Thank you. 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22910134
  
  I am rejecting this response because: I provided documentation for everything that happened; that I did in fact dispute it with my bank, and that $400 that the bank gave me a provisional credit for was returned. After ShipWit told me that they were processing my refund, I called my bank to close the dispute; The provisional credit was returned. So my claim for my $400 is still valid because ShipWit got returned the dispute credit and they never gave my my $400 back. I asked my bank to re-open the dispute but my bank my bank denied another investigation. They would not even return any of my phone calls or further emails. Do the right think ShipWit and please give me my money back. I am a disabled *********** Vet on a very fixed income.
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 02/21/2025

  This is not true. We do not ignore or not return calls. We also have been responding to this customer separately before this was a ******************** complaint. If the customers bank sided with ********************** after their initial investigation it means there must have been a reason for them to do that. To our knowledge once a dispute has been initiated it cannot be "stopped" or reversed by the customer so that too is not a factual statement. We cannot issue a refund on a disputed charge and from what the customer is saying here they once again filed a new dispute recently so at this point its up to the banks. We are here to answer any questions. Thank you. 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22910134
  
  I am rejecting this response because:
  I apologize it took me so long to respond.  I still assert that ShipWit robbed me of $400. in addition to the evidence I submitted before, I included my bank statements so you can see the transactions. I could not print them online, I had to request them from my bank, and that took some time. Clearly, everything that I submit as evidence shows that I have integrity and I am an honest consumer, I don't lie, steal, or cheat. Please hold the responsible party accountable for what they are failing to do; to be honest and fair.
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:01/21/2025

  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.

  I contacted ShipWit for a shipping quote on a non-running car I was considering buying. I filled out their questionnaire for a quote and marked the vehicle as does not run. ShipWit emailed a quote of $870 to ship the vehicle. At the bottom of their emails it says we are A+ rated with the BBB (they are rated B) so ithat created a false sense of trust. I called the contact, ****** F, and I confirmed that the vehicle did not run and was told yes **** $870 all in. Just pay the 190 deposit to us and the remainder directly to the transport company. After I purchased the vehicle I contacted ****** F again to pay. The bill was now $880, with $200 going to ShipWit and $680 to the transport company. A few days later I received another email saying the transport company was requesting more money due to a driver shortage, bringing the total to $1,000 to ship the car. When the transport company went to pick up the car I received a call from them saying you didnt tell us the car didnt run, we need $300 more. Then I received a call from ****** who said you didnt tell us the car didnt run, so they are requiring $300 more. I said No, I marked it down as non running, check your paperwork. ****** then said oh, uh, hold on. Ill call you back and hung up. The transport company showed the seller and myself paperwork from ShipWit that shows the car is marked as runs and drivesI have contacted ShipWit multiple times asking for confirmation the mistake was on their end and they have not responded. Their mistake in quoting cost me $330 more than their initial quote. Their website also promises 24/7 live tracking. When I tracked my order all it ever said was your vehicle was picked up. The driver will contact you directly to coordinate delivery. I am convinced they just got the cheapest quote and took my money and ran.

  

  Business Response

  Date: 01/23/2025

  We respectfully disagree with this. The customer's initial quote and order confirmation emails, which are both solely based on the information provided to us by the customer himself, show a running vehicle. We sent that order confirmation to the customer several times and not once did he contest the status of the vehicle but when the carrier company that we dispatched out physically got to the pickup location their driver informed us that the vehicle was INOPERABLE. Please see attached screenshots with timestamps and dates to support this. According to our Terms of Service there can be additional charges for this because carrier companies charge extra for winching on/off inoperable vehicles since it requires additional manual labor. Our Terms are based on commonly accepted industry standards which are also reflected in the Terms of all of our competitors. Most carrier companies do not have winches on their trucks so it is imperative to notify your agent in advance if the vehicle is non-running. According to our records ****** spoke with the customer on 1/15 and discussed this with them and according to the carrier company's dispatcher, the customer agreed to pay the $1000 to them on delivery. The vehicle was marked as 'picked up' on 1/17 by the carrier company and this is a *****+ mile trip from ******************* to ********. Unfortunately this carrier company is not registered with our tracking app. The customer was also provided all the contact info for the carrier company. We have worked with them before and they have proven to be reliable in the past. We did not charge the customer anything beyond our initial booking fee. We will reach out to both the customer and carrier company in the morning to reach a resolution. Thank you. 
  

  Customer Answer

  Date: 01/27/2025

   
  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:01/18/2025

  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 December 30, 2024 I hired Shipwit to ship a car across the country. During the initial phone call with ****** *******, I told him I needed the car picked up on January 2. He said no problem. I asked after my car gets picked up on the 2nd, how long will it take for the car to get delivered? He said it will get there on the 6th or 7th. We will contact you on the 1st & let you know the driver thats been assigned and give you their contact information. He told me the cost would be $1190, with $190 down immediately to put my order into the queue. I paid him $190.I never heard from him on the 1st. I called all of their 800 numbers on the 2nd (the day my car was supposed to get picked up) & got a voicemail each time. I received a text back from ****** after one of my phone calls saying he was on the phone & hed call me right back. He didnt get back to me for 3 hours when all he did was text me saying dispatch was still working on the order. I asked how long it would take to get a driver assigned & he didnt respond. I tried calling and left several voicemails over the next few days, as well as sent emails, with no communication coming back from them. On January 5th I asked for a refund because I wasnt getting a response from anyone which was deeply concerning. I didnt get a response back for almost 6 hours when I asked for a refund & I was met with Ill send this to accounting tomorrow. A week went by without any communication and zero refund. So I texted again asking what was going on with the refund. After a ***, ****** responded saying hed follow up with accounting the following day. So I texted him the next day, Monday January 13th, asking for an update. ****** **** that accounting would process my refund on Thursday January 16th & Id get a confirmation number once processed. This is 11 days after I requested the refund. I still have not received my $190 refund. This is a sham company that should be shut down & has a pattern of bad behavior.  

  

  Business Response

  Date: 01/19/2025

  We have issued the refund in full. Unfortunately sometimes banks can take up to 10 business days (12 days) for the process to finalize. We have sent a refund receipt to the customer as well. Thank you. 

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22828754
  
  I am rejecting this response because: I havent received the refund yet. I texted ****** on the morning of Saturday Jan 18th asking for an update about my refund because I never received the confirmation email of the refund being initiated on Thursday as promised. He didnt respond. About a half hour later I told him I reported him and made a complaint to the BBB and about two minutes later he texted me saying the refund was processed and then one minute after that I got an email with confirmation that the refund was processed. So he lied before saying that accounting needed to process the refund during the week because he was able to do it very quickly himself on a Saturday. One day later, ****** received the BBB complaint and had the ***** to email me, say he was sorry for not getting a driver to take my car, and said it was hard because it was right after New Years. I responded saying that I understand maybe not getting a driver ASAP, but that the lack of communication, the lies, and the delays in processing the refund was the real problem and that this is not the first time someone has had this problem with him specifically AND Shipwit. He emailed me back and had the ***** to ask me to remove the complaint since he said he refunded me. What a clown. I will not be satisfied and I wont believe that the refund was sent until it shows up in my bank account. Since Ive sent in the BBB complaint, Ive never received more or such swift communication from him lol. Interesting. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/22/2025

  Attached is clear proof the refund was done 1 day before we ever received this BBB complaint. Thank you. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22828754
  
  I am rejecting this response because I texted you on Saturday alerting you to the fact that I made the BBB complaint. Eleven minutes after I texted you that I made the complaint, you refunded me. Maybe you got the email from the BBB the day after you refunded me, but I made you aware that I put in a complaint before you refunded me. More gaslighting and unprofessional tactics to try to make the customer look like theyre in the wrong. 
  

  I texted you at 10am EST on Saturday Jan 18th asking about my refund. You didnt respond. I then texted you at 10:51am EST telling you that I made a complaint with the BBB. You initiated the refund eleven minutes later at 11:02am EST (which shows as 10:03am on the receipt because youre in the central time zone.) 

  Grow up. 

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

• Initial Complaint

  Date:01/09/2025

  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.

  On Oct 15, 2024 I reserved two separate orders with ShipWit, to have one Auto shipped on one order and the other three Autos shipped on another order. When I spoke to the agent helping me, I shared with him the challenges we encountered when we hired an Auto transport company to ship my son's vehicle a year ago. I explained all the details and how I wanted to be sure I could avoid having to go through that experience again. Unfortunately, it was exactly the same.On 12/272024, I contacted the agent via email and let them know that my auto had to be delivered to the address no later than 01/14/2025. I was told 1/8/2025 would be the last day the vehicle could be picked up in order to make that date. I was assured at that time the car would be picked up on or before that date.On 01/06/2025, I contacted the agent again via email: "I haven't heard from anyone in regard to picking up my vehicle this week. Can you confirm that we're still on for Wednesday the 8th." I received no response to this email. The date has now come and gone, and I have asked to be called via text, and have heard nothing back. I was hoping to work something out with a manger to just have all four vehicles picked up at once, thinking this might be better for the carriers, and renting an auto for a day or two would not be that big of a deal. Crickets.... I now have asked via phone, text, and email for my orders to be canceled and refunds issued. Still no replies. I am also seeking reimbursement to cover the auto rental that I will need because the vehicle will not be there, and I'll have to rent an auto for at least 1 week.

  

  Business Response

  Date: 01/11/2025

  We spoke with the customer yesterday and he informed us that he wants to cancel his order. Upon cancellation we issued him a full refund as per our policy. The reservation fee was $200.  He had stated that he hired another company and they charged him $1500+ for the move. The issue is we all use the same load board and had that broker not listed the load for more money we could have secured the same carrier for less. Either way we have to abide by the Terms set forth upon scheduling. Thank you for reading our response. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22791390
  
  I am rejecting this response because:
  
  The statement from the business is inaccurate. There were two orders which were documented in the complaint. Order 1 had a deposit of $250 and order 2 had a deposit of $600. 
  

  I had requested both orders be cancelled via text, email, and phone message. The business informed me today they had only cancelled order 1. I did speak with a manager (1/10/2025) and informed the manager I wanted both orders cancelled as well.

  My primary concern is the lack of transparency by the business.  I was explicit in my transport requirements, actively communicated with them, and provided plenty of opportunity for them to communicate and address my concerns. While I did end up shipping my 4 autos with another carrier, and spent a little more $$, I felt I had no choice.  I had zero trust based on the lack of transparency, communication, and customer service.

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

  

  Business Response

  Date: 01/15/2025

  We are aware of both shipments and both orders were cancelled and refunded because the shipper double brokered this and on his first available ready date. Since the other broker listed both of these shipments to the same lad board but for more money than we were offering to the carriers, we could not secure a company before they did. Had the shipper not double posted this we would have secured the same carrier company the other broker did but for a lower rate, saving the shipper money. Either way the orders have been cancelled an refunded in accordance with our Terms of service. Thank you.