ComplaintsforScott's Auto Carrier

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This charge is fraudulent. The business collected a deposit in return for arranging auto transport. It did absolutely nothing and refused to return the payment. On March 4, 2024, I arranged auto transport with Scott’s auto shipment broker. The contract, summarized below, provides that the payment is fully refundable until the broker schedules transportation. The industry practice is to provide the name of the moving company and pickup date when scheduling transportation. Scott’s brokerage provide no service. The requested pickup date was March 24 or March 25, 2024. I called Scott’s on March 22 and was advised verbally that a transportation company would pick up the auto on March 24. There was no pickup or contact from a transportation company. I called again on March 25 and was told that transportation was scheduled with pickup on March 26. On March 26, still with no indication regarding a delivery company or pickup date, I called another broker. That broker found that Scott’s request for a company and driver was still outstanding on the website used by brokers and delivery companies. In other words, transportation was never arranged! Following the provisions of the contract, I sent a cancellation to the dispatcher at Scott’s. Scott’s refused to refund the $399 payment asserting that they had scheduled transportation but had not yet selected a company or driver or pickup date. In other words, they never scheduled transport. Key provisions from the contract: “Customer can cancel the auto shipping order any time at no cost / no cancellation fees PRIOR to us assigning /dispatching your order to an auto transport carrier. If a truck has been dispatched to the pickup location your deposit has been used to secure this space. Refunds will be processed within 24 business hours of receiving the written cancellation request. The cancellation of your order must be in writing 36 hours prior to pickup via email sent to******************************* Once your order has been dispatched / assigned to a carrier we will notify you.. If the Customer decides to cancel the order AFTER a Carrier has been assigned, the deposit payment will not be refunded and it will serve as cancellation fee to pay for services rendered.” Thank you.

  Business response

  04/11/2024

  ******* ******* accusation against us is fraudulent. He is trying to use the BBB to strong arm us into returning his non refundable deposit. He booked this Audi e tron shipment with us, we had it scheduled with a driver, he canceled and then demanded his money back. The contract he signed with us is attached along with the communications between the sales person and himself. I am also adding a screenshot showing that the car was in fact scheduled for pickup with a driver. His credit card company refused to return the funds to him and he thought that he would be able to get them back by threatening our sales people and sending in a false complaint.

  Customer response

  04/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The contract provides that the purchaser may cancel the contract until service has been scheduled. Either Service was never scheduled, or the company never notified the purchaser as to a pickup date, pickup company with contact info and a driver. I called the company on the requested pickup date and was advised that a pickup was scheduled and details would follow. No follow up. I called again two days later and the same story. I then cancelled in accord with the contract.
  
  I then called another company and was advised that the order was still listed – looking for a driver meaning that it was never scheduled.
  
  It’s possible that the company routinely receives deposits, never arranges pickups, and keeps the money. That would be fraudulent. 

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

  Business response

  04/16/2024

  Owner ***** called in to BBB.  Statement as given to BBB Staff.  Their original response stands.  

*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. ↩