ComplaintsforAmerican Auto Shipping, Inc.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I requested for auto shipment.1st- this company is very hard to get ahold of.They scheduled an auto tranposrt about a week or two ago. I FINALLY spoke to someone to advise I wanted the shipment scheduled nearing the 15th of this month. The lady confirmed she could. I called today and spoke to ****. Made me very uncomfortable for he was rude!!I inquired if I can make the remaining payment for the auto transport. After a signed agreement of the remaining price $670- I paid $299 for deposit. He stated the charge would be $1140 and $180 up front today. I asked why?**** stated that they are backed up on that route and there are about 83 be hikes ahead of mine. I did not under and asked about the additional charge. He said that was why.I stated that was not the agreement and felt like a scam. He stated that I could call one of their friendly competitors and pay more since I felt like they were scammers. He stated something else and hung up on my face!!!!I called back again and spoke to a nice lady who was looking into it and quoted me my agreement price. But now they do not want to rein the $299.00 back to me so I can look for other services!!!This misinformation from **** and unprofessional behavior of **** caused me to get uncomfortable with their services.I want my money back and want to speak to a member of management for the poor services. Also, either work with me on the signed agreement and expedite the shipping due to the complacent behavior of their employee!!

  

  Business response

  06/20/2024

  The customer is not being truthful at all and is just lying in an attempt to bully us using the BBB to get a refund for a job we completed.  We are a broker, not a trucking company.  We just arrange the transport and vette the carrier and insurance for the customer.  We did just that for the customer on May 6th.  The customer asked us to cancel the shipment and arrange a new one for after May 15th.  We told her we would do that for her and that our broker fee of $299 would not go up, however carrier rates and demand increase from the middle of May due to the summer moving season and that a new carrier for her would be $300 more.  She became nasty and belligerent and since we have a 0 abuse tolerance to protect our employees we had to disconnect the call.

  Customer response

  06/20/2024

   
  Complaint: 21730970
  
  I am rejecting this response because:

   

  The statement response from the Business is absurd and incorrect.

   The information that I was informed was in no way accurate as they described.

  I did inform of a carrier pick request for the 15th. The representative at that time was fairly nice. No one explained additional charges here only that they rescheduled my pick up for the 15th. I never received a notification there after which prompted me to call and check on status.
  

  It was the last call with a gentlemen **** who was extremely rude. He mentioned it was canceled.

   

  No one explain additional charges due to a Peak. Had **** had some courtesy and decorum, I could have had my questions answered in a more courteous way.

  Once I replied that I escalated the matter to the BBB, then I was talked down to like a child via email. Which documents were supplied and attached as to how I was talked to.

   

  The statement response alone sounds absurd with no regard or care. I was not the bully in this situation nor did I harass anyone. Also, the way it was written just streamlines rudeness! 
  
  I am still requesting for my $299.00 of what I paid for services. That were not recieved.  The lack in information is not my fault nor the rudeness displayed by **** or emails I recite by the company.

  The statement provided by the broker was taken in the form of rudeness as well. Feels like a scam as I have mentioned before. 

   

  All I want is my money back so I can move on from this and never deal with the broker nor American Auto Shipping again. Their email responses back and forth with me should speak for itself.

   

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

  

  Business response

  06/27/2024

  We do not refund our fee after we complete the job we were hired to do.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 24th I paid, via AMEX, to ship my vehicle from ************* to ******** (fee plus tip - they require tips to be paid in advance if using a card). Shortly afterwards I received a message from them stating they required a photo of me, holding my credit card and drivers license. I had already (against my better judgement) provided a copy of my drivers license. I refused, as this data could be wrongfully used to steal my identity. We spent 10 days battling this out with multiple parties involved before they eventually conceded that they didn't have to permanently store my identity details. Now, during the sales process they quoted me 3 days for vehicle pickup, 7 at most. It's now 21 days later, and after multiple calls, emails and attempted support tickets (I've been in a support queue for 7 hours on their website) I finally call the sales line again. A guy answers, quotes again the 3-day pickup line and after hearing my issue tells me he's refunding me because he doesn't want to deal with it and hangs up. From my interactions I believe this to be a fraudulent company with no intentions of shipping vehicles. They took my money and stopped responding, except to barrage me with requests to share PII via email to a specific individual at their company. I don't see the refund yet posted to my card - it's not even what I wanted. I wanted my car shipped as promised. Because he hung up on me I can get no further details. I'm now in a situation where I need my car to be picked up for delivery within 2 days for it to arrive in time for a family vacation already planned and paid for and I have no idea what's going to happen. Will I be refunded? When? I need the money returned before I can pay someone else.

  

  Business response

  06/20/2024

  The customer paid us $1569 to ship her car.  We explained to her that we would need to see her ID and the credit card just like if she came to our office.  We told her she could just Facetime us to show her ID and Credit Card or she could text or email it to us.  We actually called her NINE times, on nine different days.  Each day she had an excuse or delayed us until  she showed her ID .  We disclose on our website and terms and conditions that about 10% of all shipments are delayed.  We are sorry this customer's shipment was delayed however we refunded her payment of $1569 the VERY day she asked for it.

  

  Business response

  06/26/2024

  Business

  Most Recent Message

  Date Sent: 6/20/2024 1:53:38 PM
  The customer paid us $1569 to ship her car.  We explained to her that we would need to see her ID and the credit card just like if she came to our office.  We told her she could just Facetime us to show her ID and Credit Card or she could text or email it to us.  We actually called her NINE times, on nine different days.  Each day she had an excuse or delayed us until  she showed her ID .  We disclose on our website and terms and conditions that about 10% of all shipments are delayed.  We are sorry this customer's shipment was delayed however we refunded her payment of $1569 the VERY day she asked for it.

  

  Business response

  06/26/2024

  Hello,

  The card was refunded for $1449 + $149 on 5/14.

  The refund receipts are attached.

  Thank you

  Customer response

  07/12/2024

  I was out of the country when you requested information and was unable to respond in the time frame allotted.

  The merchant's response was inaccurate. I provided my ID at the time of payment. The issue was that they kept that personal ID on file, and I didn't want them to commit fraud by storing a copy of my license and credit card. That would be illegal in most countries, and it should be here too. I want them to destroy my personal information from their email system immediately.

  They did refund me, so we're fine on that point.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/18/24- paid 2199 to have 2 cars transported from 2 locations in ********. 2015 Dodge Ram in *****, ** and a 2014 ******** **** in *************, ** to ****************, *** 4/20/24- 9:57 am Driver arrived in *****, ** to pick up Dodge. Couldnt back trailer out of driveway and had our friend ******* (who met with driver) turn trailer around. Didnt have ******* sign anything to acknowledge the truck was picked up or went over condition of truck at pick up. At 11:07 driver arrived in ************* to pick up ********. As specified when we paid for services, the ******** does not run. Driver had ***** (person who met with driver) get into the car so the driver could pull car onto trailer. Car wasnt on trailer properly so the passenger side tire was popped and the rim was damaged. ***** called dispatch during this ordeal and dispatch was blaming him instead of driver. ***** didnt sign anything about the condition of car.4/22/24 8:05 am. Driver arrived. Was in hurry. I received a lot of messages from transport company to hurry as they had more pickups and had little time. Driver didnt speak English. Hurriedly unloaded cars and didnt go over anything with us. We didnt sign for delivery. I went inside to use bathroom. When I came out driver left. Didnt receive any paperwork or a Bill of Lading.Called American Auto Shipping many times and my call would always go to voicemail. Finally was able to correspond with an employee whose name is *****. Was curious as to why I never received a *** and how I would be able to file a damage claim. On 4/30/24 I was given insurance information but no **** After several more attempts and finally stating I wanted a full refund and that I would be contacting BBB. I got a response on 5/8/24 by *****. She sent an email via her personal email as she stated she couldnt send one through the company I received the **** As aforementioned, no one signed anything. On the *** there are signatures that are not of anyones. Theyre forged

  

  Business response

  06/13/2024

  The customer is NOT being truthful at all.  She placed her quoted online and entered it was a RUNNING vehicle so we sent a truck without a winch.  When the carrier arrived the customer's pickup agent said he would load the non-running vehicle with his equipment.  He damaged the vehicle loading it.  Nevertheless the carrier has full coverage insurance so we provided the customer with an insurance packet to make the claim.   

  Customer response

  06/28/2024

  I wasnt able to respond to the companys response as I didnt get an email until the 27th of this month. I searched my email to see if I missed anything but didnt receive any recent email regarding the companys response to my complaint. I didnt get a fair chance to respond, as I just now read the response. The owner is calling me untruthful, which is not the case. Everything that I stated in my complaint was truthful, as I have no reason to provide false information. I never marked the ******** as being in running condition. I also spoke to a representative over the phone and confirmed that with him. *****, or the person the carrier received the ******** from denies ever offering to use so called equipment to get my car onto the flatbed trailer.. that is information coming from a professional who forged my signature on the **** I cannot turn damages done to my vehicle in to insurance because of the forgery on the bill of lading. Ive seen reviews recently of this company and it seems their MO when a consumer has anything negative to say is by calling them untruthful. Thats not professional at all in my opinion! Shame on this company for lying! 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The contractual agreement with American Auto shipping for their standard auto service was that if you paid for standard broker service, they would find a carrier within 5 business days of your initial first pick up date or refund you your initial deposit. I received no notification after 5 business days on on the 6th business day, I both emailed and called the service requesting a refund as per my contractual obligation with American Auto Shipping. I have not received any notification of pending refund or any communication from American Auto Shipping

  Customer response

  05/10/2024

  After no response from the merchant, I was forced to log a dispute with my credit card company regarding the charge and not receiving the service I paid for. The day after I logged this dispute with my credit card company, the merchant sent me an email stating that they were refunding my paid amount to my bank and said they did not want me contacting them in the future nor would they do business with me in the future. I eventually received the funds from the merchant and closed the dispute with my bank

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction: Jan 18th, 2024 Order #***** On their website and over the phone they aimed to provide reimbursement for a carwash up to $20 so I sent 2 emails and called multiple times and my phone has been blocked. I know this because I called from another phone and the call went through and I left a message and this phone uses the same cell service provider. They have not reached out to me after multiple attempts I also have proof of them changing my order to a different pickup day. I requested an order for a specific time and when I called back days later to check in and make sure they would be able to pick up my car within the timeframe they promised me I found out the order hadn't been submitted so I had to have my vehicle picked up on a different day and I wasn't available to hand over my car. I have multiple screenshots and proof that I have been blocked and that they resubmitted the order for a different pickup date and they wanted me to resign the documents I signed on 1/18/24 for the new pickup date. The employee also made me message them my license with my face for verification and my debit card.

  

  Business response

  05/17/2024

  The customer gave us a first available date of 2-6.  Her vehicle was picked up and delivered with no damage or delay.  Her car wash reimbursement was sent to her as promised. We have no missed calls from her and we are not sure why she made this complaint.  She may have just woke up on the wrong side of the bed the day she made this complaint.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Car Transport Scam Investigation Detail Victim statement Victims *************************** ************ ******************************* ************ Were retiring and have moved to ******** from ******************. We paid $3359 in full, in advance for the service to American Auto Shipping (AAS) to have our cars transported. We paid with American Express to Jerrys@AmericanAutoShipping on March 14th. ****** arrived and represented himself as the driver from American Auto Shipping to pick up my cars. He asked that I communicate with him only going forward. I took a pick of him loading cars. Car trailer license plate is: ******. See pic. No further communication from AAS until 4/1. This is why I suspected originally that they were the culprit. ****** checked in daily during his drive but he began saying that I should get my money back as AAS was a shady company. He was at our hotel in ******** with the cars on 4/29 but we had not arrived yet. We arrived later that evening and he stated that his boss asked him to take the cars for non-payment and he then drove them back to their headquarters in ***********. At that point he and his boss ****** insisted on $4k from me in order to return my cars. I agreed because I need my cars, but I insisted on face to face. They insisted that I wire the cash prior to pickup.Hunter Driver ************ email ************************* **** at ****** Services Hunters boss? Also at *********************** owner of ****** services ************. T AAS Employees ********************************* in ********. Sold me the contract and took my money.kirshawna@AmericanAutoShipping in *********. Represented herself as management.****@AmericanAutoShipping (VP ?)American Auto Shipping has taken my full payment to deliver my cars and they have now impounded them through a subcontractor who is demanding more money. I will not pay more. I consider my cars stolen at this point.

  

  Business response

  05/17/2024

  The customer did  not ship his car with the company we dispatched this to.  We have refunded the customer in full.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted American auto shipping and spoke with ****. He suggested I lock in the price and pay him a 299 that evening, which I did towards end of November. I told him that the car isn't ready for pick up and that I will have to notify them whenever its ready. They dispatched the car for pick up when I never called to notify them of its availability. when I called them to ship the car, **** was incredibly rude and hung up the phone because I asked him to honor his initial quote. He is incredibly rude and should never be in any business with customer service. shame on this company for keeping someone like **** for 22 years of their existence.

  

  Business response

  05/07/2024

  We are sorry ******** is unhappy with our service.  He hired us to vette and schedule a qualified carrier to transport his vehicle.  We did exactly that.  We do refund our fee after we complete the job we are hired to do.

  

  Business response

  05/08/2024

  Yes we do not refund our fee after we complete the job...

  Customer response

  05/09/2024

   
  Complaint: 21503011
  
  I am rejecting this response because:

  **** whom I spoke with is lying about the services, he is not qualified to work in any world or business that deals with customer service. He is lying about services rendered because I had my vehicle transported by a completely different company because I refuse to work with American auto shipping ever again even if it's the last company on this planet for vehicle transport. 
  

  I told him on the evening we made a deal that my vehicle is with a mechanic and I will notify him when it's ready. I never notified him when it was ready, and he decided to dispatch a carrier without my consent or knowledge. My car was in the shop for months after I called **** the horrible human that he is, the liar!!
  

  I never said the car was ready, and when I called to simply ask for the price to be honored he declined my request and hung up the phone in my face like the low life that he is.
  

  I refuse ***** lies and I refuse his response and BBB should no longer rate this business with A+ rating because they do not honor what they advertise. They lie about honoring their price lock guarantee and they lie about their customer service and they're lying now to the BBB.  

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

  

  Business response

  06/20/2024

  The customer is not being truthful at ALL.  He is lying in an attempt to bully us using the BBB to get a refund for a job we completed.  The customer hired us on ***** and gave a first available dater for pickup of 12-4.  Of course we told him that if we dispatched this and the dates would not work for him that we would redispatch at no additional broker fee for him.  We did in fact dispatch this for pickup on 12-6.  The customer said that the car was in the shop for repair and cancelled the shipment and told us he would contact us to redispatch.  He indicated that it would be in a week or two at the most.  The customer did not call us back until 3-28 almost 4 months later.  We told the customer that the carrier price was $125 more as it was now spring pricing.  The customer became abusive using foul language so we disconnected the call.  Then he called his bank and disputed $299 broker fee we earned.  His bank did an investigation and we WON the dispute and they found him guilty of fraud.  We think the BBB should ignore this illegal extortion attempt.

   

  Customer response

  06/20/2024

   
  Complaint: 21503011
  
  I am rejecting this response because:

  American auto shipping and **** are lying. The bank did not notify me of "fraud" at all and I am happy to connect BBB to my bank so they can prove the lies of this company. Please contact me and I will connect you to my bank. 
  
  I also sent a message to *************************** on his personal messenger the day this disrespectful "****" hung up on me mid conversation with absolutely no foul language what so ever on my end and I challenge him to pull recorded conversations and Corroborate his claim. I will put money on it and **** knows he is lying. I even spoke with a woman and complained to her about this and she told me that **** is known for his abusive behavior with customers in the past. I believe her name was ****** and her number is ************.
  

  I never used foul language and **** simply hung up on me mid sentence for just trying to explain how this is not what we agreed upon. I explicitly told him that I will notify him when the car is ready and never gave the okay to dispatch for this exact reason. He convinced me that if I pay early he will lock my price in and I believed him. ****** learned, don't pay in advance again especially to companies like American auto shipping companies go work with people like ****. 
  

  For a business that claims so much customer service I am shocked they simply won't just fire this *************** and simply acknowledge their mistake. You can keep the 299, I just want what happened to me heard, and to never happen to another customer again by **** and whom ever is complicit in his lies and lack of customer service. 
  
  Sincerely,
  
  *************************

  

  Business response

  06/27/2024

  We do not respond to personal attacks on our employees. As we explained before the customer's own bank did an investigation of the matter and found in our favor that services were rendered and the customers claim was denied. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 15th I called American Auto Shipping looking to have my car shipped and left a voicemail. I was called back shortly after by someone from american auto shipping who scheduled my pickup date and did the payment with. It has been over the timeline when my car was supposed to have been picked up, I called the person who I made the arrangements with and they told me I had the wrong number and they do not know anything regarding american auto shipping and they hung up the phone on me. I would greatly appreciate it if this situation could be resolved.

  

  Business response

  04/26/2024

  To whom it may concern,
  
  *************************** visited our website, americanautoshipping.com on January 2nd, 2023. We have his IP address and web logs. Like all websites you visit, you are bound by the terms of use published on that website. Our terms of use can be found here:
  *****************************************************************************************************
  
  The first sentence is short and quite clear: You agree to comply with the terms and conditions listed on our website if you hire us to arrange transportation of your vehicle.
  
  Our Terms and Conditions can be found here:
  ************************************************************
  
  We are Federally licensed with the United ***************** of *************** ********************** as an Auto Transport Broker with an MC license of ****** and DOT # ****** and we are licensed to arrange the transportation of vehicles with Federally licensed carriers. We are NOT licensed to transport/ship them, just ARRANGE the transportation, and charge our only fee to do so.
  
  ***** hired us to dispatch his 2005 Cadillac CTS to a qualified carrier that will transport it from *************, ** to *******, *** 
  
  He paid $1139 with his credit card. $299 of which represents our Broker Fee. And the remaining $840 to be paid to the carrier at delivery.
  
  Tylers vehicles were listed and ready to be dispatched to the first available carrier. We were available to answer any questions, we did not know ***** wished to cancel his order until he called in at 7:30pm on March 26th.
  
  When ***** requested to cancel his order, we refunded his card in full for $1139, and emailed him a copy of the refund receipt.
  
  Please see attached copy of refund receipt for proof that the full refund of $1139 was given to ***** as agreed.
  
  We dont think this is a valid complaint.  We can find no words in his complaint that would constitute a complaint other than he dialed the wrong number as the person who answered said they did not know what he was talking about.
  
  If someone misdials our phone number, how is that a complaint?  Certainly there is nothing we can do if someone misdials a phone number.
  
  Thank You,
  
  *********************
  Vice President
  American Auto Shipping
  ************
  *******************************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used American Auto Shipping to ship my car from ** to ** (Order #*****, Feb 7, 2024, total of $849 - $649 plus $200 for ****************** I selected and paid the additional $200 for **************** as I had a tight pickup timeframe. The 1 - 2 weekdays for pickup days were Feb 26 - 27; however, the car was not picked up until day 5 (March 01).I requested a refund of the $200 I paid for **************** as they were unable to meet the 2 day pickup window and the service I received was in line with their **************** (pickup window of 1 to 5 days). American Auto Shippings response to my request and my comments: * You signed our terms conditions with your finger on your phone at your location. When you selected your level of service, this is what you clicked saw and you clicked priority. So you know it works 90% of the the time. - This is true but I do not want to pay for a service I did not receive. I only want to pay for the service actually provided. (If I order a $30 entree at a restaurant and they serve a $10 substitute, I would not pay $30.)* Also Paragraph 2 of our terms and conditions is quite clear that pickup times are estimated and NOT guaranteed. - I understand it was not guaranteed, but again, I should only pay for the service I received, not what you tried (and failed) to provide.* If we had known you would try not to honor your contract, we never would have agreed to ship your vehicle. - I have honored the contract; however, I only want to pay for the service provided.

  

  Business response

  04/29/2024

  To whom it may concern,
  
  All services were rendered. 
  
  ****************** car was dispatched to a carrier, picked up, transported, and delivered as agreed. See attached Bill of Lading signed by ***********************.
  
  We did the job we were hired to do.  We are a federally licensed auto transport broker with an MC license of ****** and DOT # ****** and we are licensed to arrange the transportation of vehicles with federally licensed carriers. We are NOT licensed  to transport/ship them, just ARRANGE the transportation, and charge a fee to do so. 
  
  ***** visited our website, americanautoshipping.com on January 1st, 2024 and hired us to arrange the transportation of his 2015 Lexus IS 250. We have his IP address. We emailed a copy of our Terms & Conditions to *****. He signed our terms and conditions with his finger on his device at his location (see attached signed contract with ****** signature). 
  
  He made a payment of $849, $249 of which represents our broker fee, and the remaining $600 to be paid to the carrier after delivery. 
  
  We dispatched his car to a qualified carrier, Safe Auto Transport, on February 28th, 2024 at 2:16 pm (see attached dispatch sheet) and sent an email to ***** which has the carriers name, carriers phone number, drivers name and phone number, the pickup and delivery dates and we followed up by leaving all of this as a voicemail on ****** phone. 
  
  ****** car was picked up in *************, ** on March 1st and delivered in *******, ** on March 4th. ***** signed the inspection report (Bill of Lading/BOL) which is given upon delivery.  You will notice there is no new damage upon inspection at delivery which is noted on the BOL.  
  
  ****** selected our Priority Level of Service. Our Priority car transport costs $200 more than standard, but it is designed to get vehicles picked up within 1-2 weekdays. This level of service has worked about 90% of the time. We recommend priority auto transport services for people with tight pickup timeframes. 
  
  More information on our levels of service and estimated pick up windows can be found in paragraph 5 of our Terms & Conditions:
  
  5. Depending on which shipping option the client chooses:Standard, Priority or Expedited.
  The client agrees to allow AmericanAuto Shippingthe respectiveamount of time to secure
  a motor carrier to perform their transport. ************** = Standard: 1-5 Weekdays (Works
  with about a 90% success rate and is recommended for people not in a hurry), Priority:
  ($200 more than standard) 1-2 Weekdays (Works with about a 90% success rate and is
  Recommended for people with tight pickup timeframes),Expedited:($500 more than
  standard) 1 Weekday(Works with about a 90% success rate and only works business
  days). The client agrees not to contract the servicesof any other broker or carrier during
  this time period. All expeditedorders are guaranteed to be picked up within 24 hours of the
  Expedited date they are made available or it will be $500 less if upgradedfrom standardor $300 less if upgraded from priority.
  
  Although ******************* within the 10% of Priority Level bookings that do not get picked up within 1-2 week days, he was still promptly dispatched to a qualified carrier. This was still done faster than if he had selected our Standard Level of service. 
  
  As stated in paragraph 2 of our Terms & Conditions, we do not guarantee an exact pick up date:
  
  2. While every effort will be made to confirm a driver for the estimated date above, no
  Guarantee of pickup or delivery date can be made. Delays may occur due to carrier
  Schedules, mechanical failure, inclement weather,acts of God, among other unforeseen
  Circumstances. American Auto Shipping will not be responsible for any charges or liabilities
  Incurred due to delay of pickup or delivery. This includes but is not limited to airline tickets or
  rental car fees. The client will be given the carriers schedule at the time of dispatch. The
  only exceptionto this is our Rental Car Reimbursement which includes a Free rental car if it
  takes longer than 14 days from pickup to delivery.
  
  Please see attached signed **** of Lading signed by *********************** which shows ****** car was quickly transported as agreed.
  
  A copy of our Terms & Conditions signed by ***** is also attached.
  
  *********************
  Vice President
  American Auto Shipping
  ************
  *******************************
  
  
  

  Customer response

  04/30/2024

   
  Complaint: 21392668
  
  I am rejecting this response because:

  Mr ******* response confirms the basis of my complaint. American Auto Shipping failed to meet the **************** goal of a pickup window of 1 to 2 days. The vehicle was picked up on day 5 which meshes with their standard service timeframe (pickup window of 1 to 5 days). I should therefore only have to pay for ***************** the level of service I recieved.
  

  I understand that American Auto Shipping fails to meet the pickup window goal 10% of the time. Since I fell within that 10% I am requesting a $200 refund to match the level of service I recieved, not the level of service they failed to provide.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/05/2024

  The customer agrees that he knew priority works 90% of the time.  He also agrees he knew there was no guarantee of pickup and delivery dates.  We have followed our terms and conditions exactly.  This is NOT a valid complaint as the customer agrees in his complaint that we did follow our agreement exactly.   He just concludes with a request for a refund. which is denied as this complaint should be too.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this company to pick up a truck and transport to us. After zero correspondence, after paying the deposit, my wife reached out to (1) ensure they got the order and (2) figure out when we could expect it to get to us. We kept getting excuses about why a pick up date or carrier had not been locked in yet. When my wife called today, whoever was on the phone called her a "b****" for calling all the time. When she informed him that we had another family friend currently booked with them and we would let them know how she was spoken to, he replied that they are probably a "b****" too. When notified that we would be filing a BBB complaint he stated that they are too big of a company to care. Lastly, she asked to speak to a supervisor and he refused, saying that they don't want to deal with a "b****" either. It really was like talking to a juvenile. Needless to say, this company is a joke. Seeing the complaints they have on here I am unsure how they remain an A+ rated business. There are plenty of other companies to choose from and ones that don't hire children to talk trash through the safety of a telephone.

  

  Business response

  03/07/2024

  We have NO customer named *******************.  We have no customer with the email address and phone you provided.  The content of the complaint also seems fake.  Please provide us with any proof that this customer hired us to ship his car as claimed otherwise please dismiss the fake complaint

  

  Business response

  03/14/2024

  Business

  Most Recent Message

  Date Sent: 3/7/2024 2:39:29 PM
  We have NO customer named *******************.  We have no customer with the email address and phone you provided.  The content of the complaint also seems fake.  Please provide us with any proof that this customer hired us to ship his car as claimed otherwise please dismiss the fake complaint

  Customer response

  03/14/2024

   
  Complaint: 21390690
  
  I am rejecting this response because:

  The reason you dont see my name or address is because my wife was the one that made the order. Trying to immediately dismiss our very real experience as fake speaks volumes about your ridiculous excuse for customer service. To try and shed any accountability or responsibility by implying people have the time to launch fake complaints validates all the unprofessionalism claims customers have experienced. The guy on the phone was nothing more than a long distance tough guy and then he refused to allow her to speak to a supervisor after he called her derogatory names. Your company is a sham.

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

  Customer response

  03/15/2024

  *************************. I also have the credit card transaction on February 24th and the telephone tough guys phone number. ************

  

  Business response

  04/26/2024

  To whom it may concern,
  
  The service is the dispatch, not the transport.  We are a broker, not a trucking company. 
  
  ************************* visited our website, americanautoshipping.com on February 23rd, 2024. We have her IP address. We emailed a copy of our Terms & Conditions to ***** and she signed them with her finger on her device at her location. (See attached signed Terms & Conditions.) 
  
  We are Federally licensed with the United ***************** of *************** ********************** as an Auto Transport Broker with an MC license of ****** and DOT # ****** and we are licensed to arrange the transportation of vehicles with Federally licensed carriers. We are NOT licensed to transport/ship them, just ARRANGE the transportation, and charge our only fee to do so.
  
  ******* hired us to dispatch her 2004 ****************** Cab to a qualified carrier that will transport it from *******, ** to ***********, **. She paid $299 with her credit card, which represents our Broker Fee.
  
  ******* selected our Standard Level of Service. Our standard car transport services are designed to get a vehicle picked up within 1-5 weekdays. This level of service has worked about 90% of the time and is recommended for people who are not in a hurry to ship a car. Our standard car transport service is our lowest competitive price.
  
  More information on our levels of service and estimated pick up windows can be found in paragraph 5 of our Terms & Conditions:
  
  5. Depending on which shipping option the client chooses:Standard, Priority or Expedited.
  The client agrees to allow AmericanAuto Shippingthe respectiveamount of time to secure
  a motor carrier to perform their transport. ************** = Standard: 1-5 Weekdays(Works
  with about a 90% success rate and is recommended for people not in a hurry), Priority:
  ($200 more than standard) 1-2 Weekdays (Works with about a 90% success rate and is
  recommendedfor people with tight pickup timeframes),Expedited:($500 more than
  standard) 1 Weekday(Works with about a 90% success rate and only works business
  days). The client agrees not to contract the servicesof any other broker or carrier during
  this time period. All expeditedorders are guaranteed to be picked up within 24 hours of the
  Expedited date they are made available or it will be $500 less if upgradedfrom standardor $300 less if upgraded from priority.
  
  All of the above information was also verbally explained to ******* over the phone multiple times. Each time ******* contacted us, we explained our standard level of service, and that we can not guarantee an exact pick up date. We assured ******* that her vehicle was listed and available to be picked up by the first available carrier. We let ******* know we would call her as soon as she was dispatched to a carrier.
  
  As stated in paragraph 2 of our Terms & Conditions, we do not guarantee an exact pick up date:
  
  2. While every effort will be made to confirm a driver for the estimated date above, no
  Guarantee of pickup or delivery date can be made. Delays may occur due to carrier
  Schedules, mechanical failure, inclement weather,acts of God, among other unforeseen
  Circumstances. American Auto Shipping will not be responsible for any charges or liabilities
  Incurred due to delay of pickup or delivery. This includes but is not limited to airline tickets or
  rental car fees. The client will be given the carriers schedule at the time of dispatch. The
  only exceptionto this is our Rental Car Reimbursement which includes a Free rental car if it
  takes longer than 14 days from pickup to delivery.
  
  We made every effort to inform ******* about the shipping process, and when Meganne  canceled her order on March 5th, we gave her a full refund of her $299. 
  
  We have no record of any of our employees calling ******* names.
  
  Please see attached copy of our Terms & Conditions signed by ************************* and a copy of her refund receipt.
  
  Thank You,
  
  *********************
  Vice President
  American Auto Shipping
  ************
  *******************************
  
  
  
  

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