Complaints

This profile includes complaints for Auto Freight Carriers LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Freight Carriers LLC

  Charleston, SC 29407-2405

• 

  Auto Freight Carriers LLC

  7100 Foundry Row Ste 288 West Chester, OH 45069

• 

  Auto Freight Carriers LLC

  7100 Foundry Row Ste 288 Liberty Township, OH 45069-7545

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:09/12/2023

  Type:Order 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 wit Lisa on 9/5/23, I kept all of our initial emails and text. I went into contract with this company because they stated they could pick up my car on 9/8/23 which would cost $600. On 9/8/23, I received a text from Lisa stating the price was now changed because the carriers wanted more. I declined and just asked to cancel my contract because this was not what we agreed on (via text & contract), she stated that she cant cancel because it would be a $200 fee on my end..... even though they don't have a driver for me on 9/8/23 at the $600 rate. She eventually stated that she found a new driver for $700 and that she would pay the additional $100. I told her I was not comfortable with that until I spoke with the driver to make sure once they loaded my car and delivered it me that the price wouldn't change. The driver never called, so my car was not picked up on 9/8/23. On Monday, 9/11/23 Lisa reached out to me again stating that she has a driver.... again, I only made the deal because my car was supposed to be picked up on 9/8/23. I have every text where Lisa is reassuring me that the price wouldn't go up regardless of the driver, yet it did! Now they are trying to charge my card for $200 because they couldn't keep their end of the deal. This has to stop.

  Business Response

  Date: 09/12/2023

  Hello dear BBB,

  We are so sorry for the inconvenience that our agent made, there will be no cancellation fee of $200, we will cancel the order with no cancellation fees, the reason why there was a problem with the oder is that at least 4 other broker companies are working on this order, that is the reason why the carriers were asking for more price, I am also attaching the proof below which companies are posting the oder, we can hire a driver for the stated price on the contract, but the customer needs to talk with those companies and they have to remove their posting from central dispatch, please call or text at (854) 222-7277 if you want to work with us again, and we can gladly help you to ship your car for the stated price on the contract, to cancel the order, you can just text at that number as cancel and we will cancel the order with no cancellation fee, thank you!

  Best Regards,

  Auto Freight Carriers LLC

• Initial Complaint

  Date:08/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About four weeks ago, I signed a contract with this business for $875, the representative I spoke to said I’d have to pay to secure my spot. Due to my urgency and the fact that I wanted to lock in the quoted price I paid $200 deposit on my payment. Three weeks ago (so about a week after finalizing everything). I get contacted by his team lead saying he will be helping me. Which was odd because everything had been paid for and finalized, but I say alright and continue about my day. The same week of my move I get a new quote for almost half a thousand dollars more than my original quote(1250) and was told I need to pay an extra $200 deposit. Since this is the the literal week I move, my hands are tied and everyone is quoting either the same or higher because of the short term notice. So I am forced to pay way more than I budgeted for. This felt a huge bait and switch tactic that basically trapped me into paying more money.

  Business Response

  Date: 08/04/2023

  Our agent must have given the price according to the distance, and miles between pick-up and delivery addresses, this is how all brokerage companies offer the price. Unfortunately, we had a lack of drivers at your pick-up area - there were too many loads and only a few drivers - which affected the price in the end. Since market trends play a huge role in pricing. We did all we could to keep the price locked but Carriers were asking for more. Please give us a call at (854) 444-8899 so we can get further details and get it refunded if not done yet.
  Thanks

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service 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 signed a contract with Auto Freight Carriers on April 10, 2023 to find a truck to transport my Hyundai Elantra from Texas to California on June 8th, 2023. They quoted me and signed a contract stating they would find someone for me for $420 (including initial deposit of $100). When the date came closer (June 6th), my contact with the company told me they found someone who supposedly cancelled on them for a larger amount of money ($650). I replied to them that they needed to find someone else for our agreed upon price. They agreed and said they would continue looking. When I asked for updates, they told me they could not find someone for our agreed upon price and needed to increase the amount to at least $800. I felt I was forced to agree to this out of necessity. I was then informed they could not find someone to pick up my car on June 8th, and would have to go to the next day (June 9th), despite knowing I was moving with my wife on that day and could not bring my car. I then decided it was best to cut my losses, ask for a refund, and go with another company since it became clear this company was trying to bait me in with a cheap price, switch around at the last minute, and ensure I gave them business. When I asked for a refund, they only gave back $50 of the initial deposit, despite not meeting their end of the deal. When I asked for a full refund, I was gas lit and threatened that I should be happy with $50 as they were going to charge me an extra $200 for cancelling within 2-weeks of the agreed date, even though they never found anyone for our agreed upon date and was forcing me to try an move my car the next day, knowing I was leaving town that day, and could not bring my car to them if I wanted to. He also tried to lie to me when asking for a full refund and say the agreed date was June 7th, I was offered several drivers (I was not), and said the initial quote and contract was for and April move, not June (despite knowing I was shipping my car in June).

  Business Response

  Date: 06/24/2023

  Dear ****** ******
  That should not have happened, since in Auto Freight Carriers LLC we never refuse to refund deposits customers pay. We are one of few companies in industry with fully-refundable deposits. Please give us a call at (854) 444-8899 so we can get further details and get it refunded if not done yet.
  Thanks!

• Initial Complaint

  Date:06/05/2023

  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.

  This company scammed me with a bait and switch, stole money from me under duress, lied to me, and wasted at least 8 hours of my time. I was looking for a service to ship my car from California to Texas. Some marketing website forwarded my information to about a dozen companies. Auto Freight Carriers was the cheapest by $200 at $700 total. We signed a contract and I made a deposit that day to secure my spot on the truck. The day before my car was picked up, and I was moving out of state permanently, they called me and said that there was no space left on the truck and I'd have to pay an additional $400 to do this. Out of duress I agreed as there was no time left to find another service. They were about to keep my deposit and not pick up the car otherwise. The payments were supposed to be made by credit card but when my car was delivered, the driver (who spoke no english at all) demanded $900 in cash to get my car off the truck. Furthermore, the Auto Freight carriers told me to be available at 9am for the drop-off but the car didn't show up until 5:30pm meaning I waited looking out the window all day as they dodged my calls. I was about to report the car stolen before I saw the truck drive up.

  Business Response

  Date: 06/07/2023

  Hi dear Mr ******!
  Thank you for letting us know about the issue you had with Auto Freight Carriers LLC. 
  
  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 Auto Freight Carriers LLC is a service provider between you ( a customer) and a driver (Carrier Company). 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 CA to TX,  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
  
  Mr ******, 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 [email protected] so we know what else we can do for you. Thanks Mr ******!

  Business Response

  Date: 06/15/2023

  Hi Mr ****** ****
  We have refunded the deposit $104 you paid, Please check attached screenshot below
  
  In Auto Freight Carriers LLC, every single concern of our dear customers is always taken into deep consideration. We do as much as we can so that customers know that their interests matter most for us.
  
  We have taken steps regarding all that happened with your vehicle transportation in order not to have such things ahead anymore. This is why we appreciate customers stating their feedback and experience with us. Only in this way, we can be aware of what really needs to be done to enhance our service quality and offer better auto shipping experience as easily as possible. 
  
  I can make you sure that for the next time such an issue will not happen again, and I do hope you stay with Auto Freight Carriers and be one of our permanent customers. As long-term customer relationships are what we are trying to build. We are very glad that we have found resolution to this case.  Please feel free to contact us at any time you want, we are ready to assist you with great pleasure. We appreciate your cooperation and understanding Sir, thanks!
  
  Best Regards
  
  Auto Freight Carriers LLC
  
  
  
  
  
  

  Customer Answer

  Date: 06/15/2023

  
  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:02/21/2023

  Type:Order 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.

  Contracted Auto Freight Carrier, LLC to pick up and deliver a car I purchased out of state. I signed and paid $100 deposit with $400 to be paid on delivery, as stated on invoice on 2/14/2023. The pickup was on 2/20/2023. The day it was supposed to be picked up, I get a text saying that it is now $850 total. Went back and forth but the lowest they would do was $800. I told them to cancel, as the agreement was for $500. I asked for my deposit back and they said they could not refund it back.

  Business Response

  Date: 03/02/2023

  Hi dear Rolando Ingalla
  In Auto Freight Carriers LLC, we never refuse to refund deposits paid by customers. Please give us a call at (854) 800-5335 Accounting Department so we can double check status of deposit you paid. Thanks!

• Initial Complaint

  Date:02/09/2023

  Type:Order 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.

  These guys are running a pretty classic bait and switch operation. I need two cars moved from NJ to TX. I called several companies (all brokers) in order to get quotes. Auto Freight provided a quote on 1/17, which I signed and accepted for $1900 to move both cars. Date to move was Feb 7. I took my family to Disney World Feb 2-5, on Saturday February 4th, 3 days before pick up I get a text that the price has changed and I need to sign a new contract. A link to a contract is sent and the cost is $2000. After signing that, I get another text that says there has been a mistake and the cost is actually $2600. I'm not going to take time away from my kids and grandchild to deal with this - so I sign and move on. These guys know full well if that jack up the price a couple of days before there is really no recourse for the customer. Add to that the delivery driver wanted my designate at delivery to meet him at 2 am for unload (we refused and it was moved back to 6 am), and that the loaders broke my side mirror on one of my vehicles and we have a very bad overall experience. I would like to request a refund for the amount to repair the mirror - part, paint, and labor will be $400.

  Business Response

  Date: 02/16/2023

  Hi there!
  We are so sorry for the inconvenience you had with us. Please give us a call at (854) 444-8899 so we can get further details regarding this case and then we can get it sorted out on your favor. Thanks!

• Initial Complaint

  Date:01/27/2023

  Type:Order 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 booked my vehicle transport in December of 2022 for January of 2023 and I was quoted $495 with $95 being a deposit. No communication happened up to the pick up date so I contacted the representative 1 day before my pick up and on the pick up day I found out that they wanted more money and was told I had to pay $650. I tried calling back and no one was talking to me. The day after the pick up was supposed to happen, the day I was moving, I finally got in contact with someone and they told me I had to pay $750 for delivery. Near the end of our conversation they sent $700 as the final price (though at delivery, they sent me a contract for $750 and I had to pay $50 extra because it was a typing error and I had to pay for their mistake). Overall I have now paid $845 for a service that I signed for $495.

  Business Response

  Date: 02/02/2023

  Hi dear ****** ***********!
  We are so sorry that it happened with you
  We want to hear more regarding this issue and see what we can do for you to get it solved on your favor
  Please contact us at (854) 444-8899 once you hava a chance. Thanks!

   

  Customer Answer

  Date: 02/03/2023

  
  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:01/17/2023

  Type:Order 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 received the quote, we signed the paperwork. I bought the return ticket from the US to Canada after I got the confirmation from the agent, I drove 250 miles drive and cross the border just to know that they don’t have a pick-up arranged yet. As soon as I reached the meeting spot they started giving multiple excuses. I called him multiple times, texts, emails to confirm and make sure there is no changes. I specially woke up at 4 am and drover to US from Canada as per plan. It wasted my time whole day when I was short time to pack up and fly in 2 days. Very immaturity, lack of professionalism it costed me. I had no choice to rent the car for a month. This costed me a total of $1050. The return ticket from Buffalo to Toronto ($30), gas $55 and ezpass charge $4.

  Business Response

  Date: 01/24/2023

  Hi dear customer
  Please give us a call at (854) 444-8899
  So we can sort it out and solve on your favor. Thanks!

• Initial Complaint

  Date:01/04/2023

  Type:Order 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.

  November 28 a request was sent for a quote for shipping our vehicle. After getting more information from my daughter, the college student I was shipping for, on December 8th we had all the details of the shipment lined out, including the dates, the cost, and everything else the company needed. Over the course of the next several weeks I awaited contact for the payment of the deposit. I reached out and was told that they would contact me once they got a driver & this would be 1-2 days before the shipment. Initially I was told that they already had a spot on a trailer for our vehicle when they used my information to give me a quote. January 1, 2023 would’ve been 2 days prior to our shipment date. I contacted the company on January 2 to see what was going on with the shipment. They had no driver and did not know what to tell me other than that. There was no communication leading up to this, and there would not have been communication from them if I hadn’t reached out. We now are looking at rearranging our schedules to see if we can drive her back to college & cancel her flight, or pay another company $400 more. This is is extremely poor service and the business should cover the cost.

  Business Response

  Date: 01/05/2023

  Hi dear ****
  We are so sorry for inconvdenience you have with transporting your vehicle 
  At the time, you booked the order with us, we confirmed details of the shipment. The date of pick up was estimated and it was mentioned on the contract. We had, not only us all the compnies in this indusrty, lack of drivers these days for locating drivers at that route because of that most of drivers are taking day-off  for these days
  
  Please give us a call if you have any concerns or question. We wanna know what else we can do for you, thanks!
  (854) 444-8899

  Business Response

  Date: 01/10/2023

  Hello, **** 
  We want to come to the middle ground regarding this issue
  Please give us a call at (854) 444-8899 so we can know what else we can do for you!
  Thanks, we hope for your understanding!!!

  Customer Answer

  Date: 01/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: they have not made a sincere attempt to resolve this at all. They did not rectify the problem and made no effort to fix the situation, knowing it would cost me more money than what was quoted. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service 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 posted a dirtbike on *****.com. Then was Contacted from auto carriers LLC in reference to being able to haul my dirtbike from Ohio to Alabama for a agreed amount of $500 with $100 deposit. I had mentioned that I needed it picked up on December 9 and dropped off on December 11 with a enclosed trailer and they said that was fine they had it all set up and ready and then this morning comes around December 9 and they say that there it won’t have a driver available he won’t be around until tomorrow with an open trailer And I wasn’t able to do that because there’s not gonna be anybody at the address after the 11th and I had mentioned that to them and they knew that well after that was all said and done I said just don’t worry about it I’ll find somebody else to do it and wouldn’t you know they can’t refund me my my hundred dollars and then not to top it all off when they was going to deliver it it was gonna cost me 800 and then he was like oh I think we can get it down to around six and that wasn’t the agreed amount the agreed amount was $100 deposit and 400 once their bike was dropped and then it all changed once December 9 came around I will no longer do business with this company and apparently they’ve done this to many other people as well considering there’s a lot of reviews on them and complaints I’ve had it up to my eyeballs with them I’m done with this company

  Business Response

  Date: 12/12/2022

  Good morning, dear Mr **** 
  We are unhappy to see our agent made such mistake with your vehicle shipment. He should not have done so.
  Since Auto Freight Carriers LLC never refuses refunding deposits customers pay. We have have already started resolving issue on your favor. Please give us a call at (854) 800-5335 so we can check what else we can do for you!