ComplaintsforSpire Auto Shipping

• Initial Complaint

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was quoted $500 to have my car delivered from ******* to ************. I signed the contract and venmo'd $100 to the business for the deposit. I put the pickup date as 4/1/2024 and was told that my car can be picked up on 03/31/2024 instead because I had to be out of my rental by 11am the next day and couldn't keep the car there. The car wasn't picked up on 03/31/2024 due to "truck issues" which is understandable because it was Easter. The next day the car still wasn't picked up and I was told the price went up to $1300, because that's how much the driver was charging. I called a different company because I don't have $1300 to have my car delivered. I was told there was an ad in the transport system asking to have my car towed and the driver would be paid $1500. Why was there an ad for $1500 when the price I signed was for $500? I had to cancel this pick up and find another way to get my car towed home because your company is deceitful and I'm told there is a $200 cancelation fee and I won't get my $100 deposit back? The only reason I canceled is because your company didn't deliver what I signed a contract for. This company is deceitful and I would never recommend or use them again. I'm not paying the $200 cancelation fee and I'm requesting a refund of my $100 deposit.

  Customer response

  04/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted Spire about shipping my car from *********, ** to me in **.Received a quoted for $750 for the car to be picked up by 1/14/24 and agreed to by agent ***************.I accepted the quote.I paid a $200 deposit as requested by **** to ********************.**** replied the charge would now be $2000.00 I replied multiple times that the new charge was not acceptable.Refund requested as this is a deceitful practice.

  Business response

  01/19/2024

  Dear *********************,
  
  We sincerely appreciate your communication regarding the concerns you've raised in relation to your recent car shipment experience with Spire Auto Shipping. Your feedback is valuable to us, but we have conducted a thorough investigation to address each of the points you raised. Here are our findings and responses:
  
  Responsible Agent: We confirm that ********************* is the designated agent for your car shipment, not ***************.
  
  Contract for $750: Our investigation reveals that, regrettably, there was an oversight, and the contract for the $750 payment was not sent as intended. We apologize for any inconvenience caused and will promptly resend the contract for your review.
  
  Adherence to Contract: We assure you that ********************* has diligently followed the terms outlined in the contract. The scheduled pickup date of January 14, 2024, aligns with your preference, and we are committed to securing a suitable driver within the stipulated timeframe until January 21, 2024.
  
  Refund Policy: We want to emphasize our commitment to customer satisfaction. In the event we are unable to secure an exact driver within the specified timeframe, we guarantee a prompt refund without any issues. Please note that, as per the contract, a cancellation initiated by the customer before one week following the requested available pickup date incurs an administration fee of $200.
  
  Guaranteed Price: As outlined in the contract, we operate as intermediaries between customers and drivers, and thus, cannot provide guaranteed prices upfront. The final price will be determined by the exact driver's rate, as per Section 7 of the contract.
  
  We appreciate your understanding of our commitment to transparency and honest business practices. Should you have any further inquiries or suggestions, we encourage you to contact us directly. Our goal is to ensure your complete satisfaction throughout the shipping process.
  
  Thank you for choosing Spire Auto Shipping, and we look forward to resolving these matters to your satisfaction.
  
  Best regards,
  
  *************************
  Manager
  Spire Auto Shipping
  ***************************************** or *******************************.
  

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Your agent was unable to secure transport within the timeframe at the agreed price of $750. ************ only provided a price of $2,000 which I rejected.

  There was never a contract. And today is January 22, 2024 with no scheduled pickup date. I will not use your service

  Further,  your explanation included the following wording:

  Contract for $750: Our investigation reveals that, regrettably, there was an oversight, and the contract for the $750 payment was not sent as intended. We apologize for any inconvenience caused and will promptly resend the contract for your review.
  
  Adherence to Contract: We assure you that ********************* has diligently followed the terms outlined in the contract. The scheduled pickup date of January 14, 2024, aligns with your preference, and we are committed to securing a suitable driver within the stipulated timeframe until January 21, 2024.
  
  Refund Policy: We want to emphasize our commitment to customer satisfaction. In the event we are unable to secure an exact driver within the specified timeframe, we guarantee a prompt refund without any issues. Please note that, as per the contract, a cancellation initiated by the customer before one week following the requested available pickup date incurs an administration fee of $200.

   Thank you for reviewing this matter.

   I look forward to you refunding my $200 deposit immediately.

  ******************************** 1/22/24

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/08/2024

  Dear *********************,
  
  I trust this message finds you well. We appreciate your correspondence dated January 22, 2024, outlining your concerns with our services. Allow me to address the points you raised in a comprehensive and legally compliant manner.
  
  Firstly, we regret any inconvenience you may have experienced in relation to securing transport within the agreed timeframe and price. It is important to clarify that as an auto transport brokerage company, we operate within the parameters of a dynamic and fluctuating market. Consequently, the ability to guarantee a specific price is contingent upon securing a confirmed driver, and such rates are subject to change until a contractual agreement is established.
  
  In the case of your request, ************ provided an initial estimate of $2,000, which, as per your communication, was not acceptable to you. We acknowledge the absence of a formalized contract at this juncture, and we understand your decision to forego our services.
  
  Moreover, we recognize your preference for an enclosed truck, a choice that inherently introduces rarity and higher associated costs. It is crucial to highlight that enclosed transport options are limited in availability, and the corresponding rates typically reflect the premium nature of such services.
  
  As a diligent auto transport brokerage company, our commitment is to diligently seek and negotiate the most competitive rates on behalf of our clients. While we strive to secure the lowest possible price, the dynamic nature of the industry and the uniqueness of certain requests, such as an enclosed truck, may impact the final cost.
  
  We regret that we were unable to meet your expectations in this instance. We value your feedback, as it provides us with an opportunity to continually enhance our services. Should you have any further inquiries or require additional clarification, please do not hesitate to contact our customer service team at *********************************************************.
  
  Thank you for considering our services, and we extend our best wishes for your future endeavors.
  
  Sincerely,
  
  Spire Auto Shipping LLC

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October I requested a transport for 11.2.23. I maintained contact up to the shipping date. He kept telling me that he's working on it. Two days prior he said the rate will double. I told him this is not what I signed a contract for. He sent me a new contract with the double rate. I told him I am not signing that and going with another shipper. He threatened to have the shipper take my vehicle and the police at my doorstep. I already contacted the sheriff and they were at my house waiting on the shipper. Today, 12.25.23 I received an invoice from this company. I already saved every document, receipt, and text from the agent.

  Business response

  12/26/2023

  Hello sir 
  We have received your complaint and i made a research regarding your order, So i checked everything so you have signed the final contract for $350 and we sent the driver who picked up your car on 1st of November and delivered within couple of days. You had made a deposit ($100)  thru venmo and you paid at delivery spot in cash $250 as it is mentioned in the contract. Your car was delivered in a good condition and you have signed BOL ( BILL OF LAIDING) when you received your car in a good condition that means shipment was completed smoothly. I checked with billing department when i received the complaint from you but billing department never sent an invoice after your car delivered. I think there was misunderstanding sir. *** you please check that invoice came from exactly from Spire Auto Shipping ? 
  Thank you 
  Have a nice day.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/10/2023 I signed a contract with spire auto shipping to take my 2008 ***** on 10/14/2023 from **************, ************* to ***** *******. The amount agreed on was $400.00. On the date of pick for my vehicle I was informed by a representative named ****** the price went up to $1200.00. I declined to pay that increase in price because it was not the price on the contract. My car was not shipped as result and I had to cancel my one way flight from ********** to ***** and drive back home. This was a huge inconvenience which caused me emotional, physical and financial distress. Please look into this matter I was a victim of bait and switch tactics.

  Business response

  10/20/2023

  Hello Mr ******************************
  Thank you for letting us know about the issue you had with Spire Auto Shipping. 
  
  We do apologize for all happened with your vehicle shipment, and we are so sorry for inconveniences. We do know this situation must be taken into deep consideration to get resolved on your favor at  this point!
  
  We want to make you know Spire Auto Shipping is a service provider between you (a customer) and a driver ****************** And our responsibility is to make customers be in touch with drivers in the state vehicles are coming from and offering  available drivers with shipping dates that works best for customers. We have a team of transport coordinators who find drivers, offer them to customers, and if everything is good to go and after getting paperwork signed by customer only then we assign vehicle to the driver.  Again as a service provider, we offered what was asked by drivers and you agreed with and signed. The reason of change in price was the scarcity of drivers on your route ** to **,  and that's why we found a driver coming from another state to take your vehicle. It happens when there is no local drivers in specific area and then drivers from other areas and states come when shipment is expedited in order to get the job done as soon as possible. In this case, drivers do not ask additional fees for themselves, that's only driving extra miles, distance to come from another state to your pick up address. Furthermore, about several hours late delivery, on the road that's acceptable to be late because of road issues, traffic and drivers may have weight restrictions in some streets heading to your delivery address and they have to go into by alternative roads and streets that actually takes a bit more time .Kind of these factors can not be on driver's hand or something up to us.
  
  ** *****************************, anyway we are examining with driver this situation in all aspects, and we do hope on your understanding. We are customer-oriented company focusing on customer satisfaction only. We do not want to see customers disappointed with using our service. We never thought all it would happen with you and now we are working on it to get it resolved on your favor and come to the middle ground. We appreciate your description of this case and would like to apologize for all inconveniences one more time. Please contact us ******************************* so we know what else we can do for you. Thanks ** ******************************

*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. ↩