ComplaintsforAcme Car Shipping

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company hired a third party to pick up my vehicle for transport because they themselves could not fulfill the appropriate shipping date. My mint vintage Jaquar was damaged by one of the parties Acme hired but according to Acme they have concluded the damage was pre existing prior to shipping which is a total lie. The vehicle was loaded and unloaded multiple times because again Acme themselves were unable to pick up on the date I needed the car to be transported. Acme provided me one set of pictures showing the damage was already there but did not provide me with pictures of all the times they had to load and unload the car while changing third party hands. When my car arrived passenger side front marker light was taped on the right front passenger side ground affect was broken and there were deep gashes through the paint with spider cracks all over the front end from the pressure of the front end hanging up on the transport while being backed off.

  Business response

  05/29/2024

  **************, 

  I have reviewed all the paperwork, photos, and claims department that we are standing by the denial of your claim filed.  If you file on your own personal insurance claim, we will support with the information for the actual transport company and storage facility if they wish to pursue further.

   

  Thank you, 
  
  *********************

  President

  Acme Car Shipping

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My employer hired Acme to transport my vehicle for my relocation from ** to **. The vehicle was picked up on 8/8 and delivered 8/11. The expectation from any vehicle shipping company is to act with integrity and protect personal property. The agreement was to deliver the vehicle in the same condition it was picked up. Upon delivery the car was in an absolutely terrible condition. There was damage to the windshield, hood and undercarriage. Even more, they left a window open which let in dirt and mud into the car interior. They asked me to file a claim and after asking for picture in multiple rounds, and taking forever to respond and process the claim, they said they are not responsible for the damages as it is an act of god. Absolutely despicable lack of responsibility and customer care. Highly advise against choosing Acme.

  Business response

  10/26/2023

  Hi *******,

  Your employer setup the relocation on your behalf for an open car carrier. The Graebel Auto Overview sent to you by your relocation company and Terms and Conditions sent by Acme both confirm the coverages and the vehicle is transported by open car carrier. On an open carrier your vehicle is subject to the same risks as if you drove this distance. All the information was provided to your employer which confirmed the coverage does not apply for this shipment. In the future we would recommend enclosed transport if the worry is rock chips from road conditions.

  We regret you are unhappy with the outcome. 

  *********************

• Initial Complaint

  03/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I relocated to Washington and my company used **** for shipping my car. During pickup, ****** inspected the car and handed me a bill of lading form where he mentioned all the existing damages so that it can be compared during delivery. When my car got delivered to me, I was given clear instructions from **** that if the car is dirty then I have 24 hours to get it cleaned and then report any damages. When I went to pickup my car, Driver was in rush and was asking me to sign the papers without me verifying the car. Obviously, I declined as I clearly saw some issues. I spoke with his supervisor and she assured me that all the issues will be mentioned in the bill of lading form (during delivery) which Driver will share with me. ****** wrote all the issues on the form, had me sign some thing on his electronic machine, and the moment I signed it, he just left and drove away. I contacted **** and explained them the entire situation. Their claim team spoke with me and over the course of next few days, I shared all the forms with clear damage indicators. In the end, **** denied my claim citing reasons which does not make sense to me as a customer. They told me to claim through my insurance and my insurance mentioned that I will have to pay $1000 deductible. I also involved my employer and after a lot of back and forth, they still denied me claim and offered me $250 (which I took). I requested them to at least split the cost but they denied that request as well. I don't understand how can they do it. In the end, we all want good service and I am hoping **** can at least be fair here. I hope **** as a big company can understand how it impacts people like us who trust and then receive experiences like this.

  Business response

  03/20/2023

  After further review, Acme Car Shipping is standing by our response to the damage / concerns listed and the customer has already accepted and received our offer of $250 which was also agreed upon with his relocation company. No further action will be taken by Acme Car Shipping.

  Customer response

  03/29/2023

  I am rejecting this response because:   

  1. Company claims team is aware of what happened on the day of delivery. I explained them what Driver did and they even told me that Drive has been blacklisted and they won't work with him again.

  2. Based on #1 above, its clear that Driver did some damage and thats the reason he was acting weird that day where he wanted me to sign and leave. Driver didn't provide me with bill of lading form which he was supposed to provide as per instructions.

  3. I have clear proof where damages can be seen if we compare car during delivery and car during pickup. Even with those and with clear driver behavior, Acme is just trying to dodge the claim.

  4. Company responded that I accepted $250 dollars. But they didn't complete the sentence that I clearly told them I will complain to BBB about this and I am accepting $250 for time being as thats what I got communicated from my employer internal team.

  Unfortunately, thats not professional on Acme's side.

  Business response

  04/20/2023

  This claim has been reviewed multiple times and we are standing by the denial based on the facts of the case.  It was also reviewed by his relocation company that agreed with us and the $250 goodwill settlement was accepted on his part regardless of if he said he was still pursing the complaint.   We are standing by our denial and will not settle any further regarding the claim.  We have provided the information for the actual carrier who transported the vehicle if he wishes to pursue it further directly with them.   

• Initial Complaint

  01/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had car shipped in September from UT to CO. That went well. However, every month since then they have continued to charge my credit card $11.77 for no reason. I want them to stop charging my card and to refund all those $11.77 charges for October, November and December 2022

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/01/09) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: *****@acmecarshipping.com This issue was not with Acme Car Shipping but with the clients credit card company. Customers wife acknowledged this. No further action needed on our part. Please remove this complaint. Consumer Response /* (2000, 8, 2023/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) When working with my credit card company, they advised that they reallocated charges and reposted in monthly increments in proportion to the monthly payments received. Very confusing, as they look like charges on the card the way they are reflected. This was not clear when originally filed complaint.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car was shipped from Houston to Needham, MA. Upon arrival, it was clear it has been driven due to the filthy, muddy condition of the tires. The car was detailed just before it left Houston. There were scratches all over the car that clearly were not a product of stones bouncing up on a car carrier. I believe that the car was driven ~1200 miles based on the mileage upon arrival. Nothing was signed at pick up and at delivery, only a tablet stating the car was delivered. The car was not delivered on a car carrier, no protocol was followed to record mileage on either end. There was no proof that these claims were not true. However, when a claim was filed (after being told the burden of proof was on the driver) it was denied without proof.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/09/16) */ I am sorry for your frustration with the denial of your claim. Per our denial email you received, Acme Car Shipping is standing by the denial of your claim for the following reasons: 1) Additional Miles on Vehicle - We provided you with a breakdown of the miles driven by the driver which match the trip and time frame. 2) Damage - Being transported by an open carrier, the vehicle is subject to encounter rock chips, road debris, etc... which is not covered under the transport protection since it is not caused by driver accident or neglect. 3) Muddy tires - Fresh mud/dirt due to where the driver parked 2 blocks away to deliver the vehicle. Based on the facts and documentation, Acme Car Shipping is standing by the denial of your claim. We provided you with the carriers insurance information if you wished to proceed with filing a claim with them directly. Consumer Response /* (3000, 7, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) As per the response of the business: 1) Anyone can provide mileage from another vehicle's GPS, that does not mean my car was not driven those miles. The appropriate protocol requires the odometer photo at pick up and delivery as substantiation. This was not taken. We are very sure that our mileage had recently been more than 1000 miles fewer than what the odometer read upon delivery. There is no proof that it was not driven. 2) While I agree there can be rocks that bump against the car when driving on a carrier- the photos show substantial scratches that were not there at pick up. There is no way this number of scratches could occur on the carrier. We provided ample photos and were able to compare many with the same photos that were provided at pick up. 3) There was no mud in the neighborhood the day the car was delivered it had not rained here in months, there was a drought. The car was removed from the carrier two blocks away- for no reason our other car was delivered right to our street with no challenge. In fact, it would have been more challenging to unload it on the main access road to our street. The driver walked away on foot. The person who called me had a local number, was a woman- not the driver and said she had arrived. None of this claim also mentioned that while the car was delivered in the 10 day window that was promised, the arrival day and time was substantially missed. We were told the car would be delivered on Thursday July 7th. At 3pm when the car had not arrived, I reached out to the car company to inquire about delivery that day. I was told they were running late and would be here later that evening or first thing in the morning on Friday. At 11:45am on Friday 7/8, I received a call that they had arrived (at that moment). Yet, they did not show up in my driveway for over 20 minutes. When I reached out to share concerns with Acme, I then received an aggressive text from the driver. I was advised to block his number from my phone. This was not an honest operation. I should be refunded for the fee I paid- at a minimum. I still have a number of scratches that have to be repaired. Business Response /* (4000, 9, 2022/09/27) */ I have reviewed your claim multiple times and we are standing by the denial. We have supporting documents and pictures of all the issues that you are stating. As mentioned with earlier correspondence, I can provide you the direct information for the carrier that transported your vehicle and their insurance information if you wish to file a claim directly with them. Consumer Response /* (4200, 11, 2022/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) None of the documentation substantiates their denial. I have seen all of it. I was told the burden of proof was on the carrier...they have not shown sufficient proof. They have google aerial maps from 2014 of my neighborhood. They have no photos nor written documentation of the odometer at pick up nor drop off. Their denial is arbitrary.

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My auto was damaged during the time it was shipped with Acme Car Shipping. The auto was delivered on April 3 and I reported the damage On April 5. The car was very dirty when I received it and I was not able to see the damage. I am attaching the photos that were taken when loading the car and two days after I received the car. Since we were in the process of moving, it took me a few days to be able to wash the car. They state that I should have written on the Bill Of Lading when I received the car that I was not able to inspect the car. Maybe I should have, but the driver should have let me know (or reminded me) about that. Instead, he was in a hurry to get to the next stop and just asked me to sign. Also, it was delivered on the side of a busy road and it was not safe to walk around the car. I filed a claim for $1500 to fix the damage. They denied the claim because I didn't make a note of the damage upon delivery. The car was taken immediately from delivery to my new house and was not driven in the two days from delivery to filing the claim. I hand-washed the car, so the damage was not done during the car wash. I would like to be reimbursed the $1500 for the repair or have them select a repair shop and have it fixed.

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2022/05/13) */ Mr. ****, I have done a thorough review of your claim in regards to the documents, pictures, and claims procedures. Per the information provided to you during your move process, a thorough inspection at delivery and documenting any damage is required. I have included this section of coverage which you received twice during the process. Based on the photos of your vehicle, I am willing to split the $1500 and send you $750 as a goodwill gesture. Otherwise, we can provide you the information for the actual carrier who transported your vehicle if you wish to pursue this further directly with them. I look forward to your response. Consumer Response /* (2000, 7, 2022/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept your offer of splitting the repair cost of my car for $750. I appreciate your willingness to at least meet me halfway on the repair costs. How do we proceed from here?

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Invoice XXXXXX was paid on April 1 in the amount of $1,425. Acme Car Shipping LLC was to transport our vehicle, a 2017 Volkswagen Beetle Convertible, which had just been serviced andwas in complete working order. The VW was to be transported by truck from Florida to Missouri. When the VW was loaded on March 8 onto the flatbed of the subcontractor chosen solely at the discretion of Acme Car Shipping, we took a time-date-stamped photo of mileage (31,017 miles). When returned to us on March 14, the mileage was 31,594 or 577 miles higher, despite supposedly being transported by truck. I have shared the photos with them. We discovered that the unknown driver had ruined the digital infotainment screen. The vehicle reeked of cigarette smoke and required expensive detailing to remove the smell and food stains inside the cabin. The cabin air filter and oil required changing. The added mileage has reduced the value of our vehicle, which was in prime condition before this. Florida Dept of Transportation traffic cams captured the VW being driven on the highway while it was in custody of Acme and its subcontractors (see attached). I have asked Acme for a refund, repair of the infotainment system, the cost of oil and filter changes, and inspection at this end to see the extent of the damage and wear they inflicted on the vehicle. I now also wish the traffic fees sent to me by FDOT paid. Acme refused responsibility and only offered a refund, which does nothing to recompense for all the other costs we incurred as a result of their actions. Their choice of subcontractor is their responsibility. We require a refund ($1425) + $2,778 in damages.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/02) */ We apologize for the issues that transpired with the transportation of Mr. ***********'s vehicle. We have already offered to refund the cost of transportation and provided an additional $250 for the cleaning of the vehicle which was not accepted. We have denied the claim on the touch screen since we were not notified of this until 2 weeks after delivery. Per the terms of the information provided to the the customer, as a transportation broker, we are not liable for any claims since we did not transport the vehicle but are trying to settle this in good faith. We have provided Mr. *********** with all the information for the actual carrier who transported the vehicle to pursue this matter further for the additional compensation he is seeking. His monetary request submitted has been reduced significantly from his initial request. We are willing to increase our settlement offer to the refund of his shipping cost $1425 + an additional $500 with a signed settlement agreement. Otherwise, we will be more than happy to assist Mr. *********** with his actual claim against the actual carrier who transported his vehicle for the additional compensation he is seeking.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ACME car moving company damaged our vehicle and refuses to pay for the cost claiming it took long time, we were not able to submit the claim without an estimate, but due to holidays was difficult to get time at the dealership to check it

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/17) */ Acme Car Shipping will be standing by the denial of this claim due to claimed damages not noted at time of delivery. The damages claimed were reported a week after delivery. The vehicle was out of the carriers possession for about a week and cannot be held responsible for damages claimed after that long of a period. The procedure for inspecting and reporting damages were provided to the customer multiple times before the vehicle was delivered.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was damaged in transit, a claim was submitted to the vendor, provided evidence the vehicle was not returned in the manner that it started the trip. My drivers side rocker panel was misaligned with the vehicle when delivered. I initiated a claim with the company within 24 hours with photos showing my rocker panel was in place at the time of loading and not upon delivery. The delivery driver photos shows the panel was out of place at delivery. The claim was denied for "wind and vibration" damage. However I was able to drive my vehicle for many years on the same roads at the same speed without issue. The company has failed to provide a reasonable service to return my car in the manner in which it was sent. I have tried 2x to reach a reasonable resolution, but the vendor has not held up their promise to return my property in the same fashion in which it left my care. Additionally my driver side window was left down during transit and upon arrival my driver side seat and floor were soaking wet due to water intrusion, this part of the claim was also denied as "an interior inspection is not a part of their assessment process therefore they could not verify damage.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/11/17) */ The claim for the damage stated has been reviewed multiple times and the denial was also approved by the customers relocation company. The damage stated was pre-existing and during the transport of the vehicle, the misalignment of the rocker panel became slightly more noticeable due to the vibration of the vehicle/wind during transport. Per the transit coverage included, this is not covered due to the fact it was not caused by negligence of the driver. Acme Car Shipping is standing by the denial of the claim. Consumer Response /* (3000, 7, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The photo referenced by Acme shipping was taken by the driver and does not display the panel rocker panel out of place. The photo was taken at a steep angle (not a straight clear view from the front or from the side of the vehicle). Additional photos, taken on the day of pickup and provided by me as support to Acme Shipping show the rocker panel was in place and in line with the vehicle lines. Additionally upon pick up, the driver did not notate any misalignment or damage to this panel in his thorough inspection of the outside of the vehicle. Yet he did notate small dents, dings, and paint chips on the remainder of the vehicle that are not as easily seen (so the driver did a good job of noting possible damage at pick up). a misaligned panel would have been noted on the driver pickup report...In the end, i am simply asking a company to do the right thing and pay for the damage cause by their employee, I don't want a new car, I just want my car in the same condition in which I placed it in their care. Business Response /* (4000, 9, 2021/11/22) */ Per the terms and conditions of the transit coverage provided, we are standing by the denial of the damage. This damage was not caused by the driver or neglect on his part. This was caused by the vibration of the car on the trailer over the long trip which caused this to come loose. We cannot be held responsible for damage beyond our control per the outline of the coverage provided. Thank you, Scott ***** Executive VP Acme Car Shipping Consumer Response /* (4200, 11, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Scott, Your response is appreciated but i have one question. If i can drive my vehicle done the road at equal speeds as the driver used and the panel was fine. How is it that the panel is not aligned when received from your carrier, due to Wind and Vibration. are you saying that the wind and vibration on a carrier vehicle is more than the car driving on the road by itself? Additionally you didn't include any input regarding the drivers assessment of the vehicle upon pickup, that didn't no show the panel misaligned. and how are you certain that it was wind and vibration and not the way the vehicle was tied to the trailer. Can you explain that process to me in detail? your thoughts are appreciated. Business Response /* (4000, 14, 2021/12/30) */ The vehicle is secured to the trailer by the tires, not the actual body of the car. This is not damage that is caused by neglect of the driver. The transit coverage included only includes damage caused by driver accident or error.We are standing by our denial of your claim. Thank you, Scott ***** Executive VP Acme Car Shipping

*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. ↩