ComplaintsforBold Auto Transport LLC

• Initial Complaint

  04/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for a quote using my email and phone number. With a minute of signing up I was spammed with multiple phone calls (5 phone calls in the first minute), not to mention the multiple emails and texts. I continued to recieve quotes for hours on end, and even from different companies that had my same unique email I gave to Bold Auto Transport.I unsubscribed from their emails, but this didn't stop emails, texts, and calls from coming through. I contacted Bold Auto Transport through their contact form, requesting to have my data removed from their system, and to stop the inordinate amount of calls (20), texts (16), and emails (5) since signing up yesterday.They are still contacting me despite this.

  

  Business response

  04/25/2024

  Dear Customer
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced shortly after signing up for our services. It was never our intention to overwhelm you with communications, and we regret any frustration caused by the volume of calls, texts, and emails you received.
  
  Upon reviewing your complaint, we discovered a typo in the contact form submission which unfortunately prevented us from removing your information from our system promptly. We have since corrected this error and have successfully removed all your data from our systems to ensure no further communications are sent to you.
  
  We truly appreciate your effort in reaching out to us to rectify the situation. Your feedback is invaluable in helping us improve our processes to prevent similar issues in the future. We are committed to ensuring the privacy and satisfaction of all our customers.
  
  Thank you once again for your understanding and for allowing us the opportunity to make things right. Please feel free to contact us directly at [contact information] should you have any more questions or need further assistance.
  
  Sincerely,
  Management of Bold Auto Transport
  
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked this transportation company on 10/29/23 to ship my sister's car from *********, ** to ************, OR. It was to be picked up on 12/01 but no later than 12/02 because we were leaving the area at 3am and needed it picked up before then. I was told this was no problem and that the cost would be **** and 300 of that would be charged as a deposit to the card on file two days before the pickup date and i would receive an email confirmation that the driver was dispatched on the day. I was not given any indication that the price could change or that the pickup date would not be honored. I was informed on 12/1 that there weren't any drivers willing to drive for the price i was quoted but that if i was willing to pay an extra 500 a driver could be dispatched. I begrudgingly agreed, but on 12/2 the dispatcher said the driver would be arriving between 4p-6p but never did and failed to inform us that he would not be arriving. We had to attempt to call and text several times before reaching the driver. He said he didn't know when he was arriving but that we should just leave the keys with the hotel until he could. I didn't feel safe leaving my car unsecured so we had to park the car in airport parking until we could make arrangements. In addition to still paying for an auto transport we now also had to pay extra for airport parking, a tow from the airport to tow yard, and tow yard fees until the next auto transport can arrive. When calling to cancel my order and them refund my deposit, i mentioned i would be contacting the BBB regarding this issue, and the representative i was speaking with asked if id consider not leaving a complaint as it would affect their rating. I found this very unprofessional.

  

  Business response

  12/20/2023

  Subject: Clarification and Resolution of Your Recent Transport Booking
  
  Dear ********,
  
  I hope this message finds you well. Thank you for sharing your experience with Bold Auto Transport, and please accept our sincere appreciation for your valuable feedback. Addressing your concerns is our top priority.
  
  Upon a thorough review of your case, we'd like to shed light on certain aspects to provide a clearer understanding of the situation. We acknowledge the challenges in aligning the transport of your sister's car from *********, ** to ******* City, OR, particularly within the specific timeframe you requested.
  
  Our estimated pickup and delivery times serve as general guidelines, and we strive to communicate them transparently. However, it's crucial to recognize that these are estimates, and the logistics industry's inherent complexities can introduce unforeseen circumstances affecting schedules.
  
  In your case, the need for a revised pickup date was necessitated by the tight pickup window and the scarcity of drivers willing to operate within the initially quoted price. We understand the frustration associated with this change, especially considering your request for expedited service, which prompted necessary pricing adjustments to secure a prompt response.
  
  We deeply regret any inconvenience caused by the lack of updates on the driver's arrival time on 12/2. Your patience during these changes is sincerely appreciated.
  
  Regarding the additional costs incurred for parking, tow services, and related fees, we recommended arranging for someone to hand over the keys to the driver if you needed to fly from the airport. Unfortunately, this suggestion was declined, leading to the need for alternative arrangements. Despite our dispatcher and driver offering various solutions, regrettably, these were declined, resulting in the order's cancellation and your subsequent decision to take the car to the airport parking lot.
  
  In response to your request, we promptly refunded the deposit as a gesture of goodwill, acknowledging the cancellation of the transport order. Challenging transports necessitate cooperation from all parties involved. Despite our dispatchers and the driver's concerted efforts to facilitate this expedited and challenging transport, all offered solutions were declined.
  
  We understand the frustration associated with unexpected expenses, and we genuinely regret any inconvenience caused. Going forward, we recommend considering the unique challenges of the logistics industry, where trucks may encounter delays due to ***** checkpoints, law enforcement weight checks, or unforeseen incidents like a flat tire.
  
  Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns. If you have any further questions or if there's anything more we can do to assist you, please do not hesitate to contact us directly.
  
  Thank you for your understanding.
  
  Sincerely,
  
  M Talafha
  Owner
  Bold Auto Transport

  Customer response

  12/20/2023

  I am rejecting this response because:   These conditions were not explained or even offered as additional information during the sales process. And I specifically asked the salesman if this price would change, and if there was going to be an issue with. He said no. This is unacceptable. There needs to be more transparency with your customers.

  

  Business response

  12/20/2023

  We understand the frustration regarding the lack of updates on the driver's arrival time on 12/2, and we sincerely apologize for any inconvenience this may have caused. Our commitment is to ensure transparent and timely communication throughout the transportation process, and we are reviewing our protocols to prevent similar situations in the future.
  
  Regarding the additional costs incurred for parking, tow services, and related fees, it's crucial to highlight that you declined our recommended solution of arranging for someone to hand over the keys to the driver if you needed to fly from the airport. This led to alternative arrangements, and ultimately, the cancellation of the transport order midway. Despite our dispatcher and driver offering various solutions, regrettably, these were declined, and the order was canceled.
  
  We acknowledge and understand your concerns about the airport parking fees. However, it's important to clarify that these fees were incurred after the cancellation of the order and the subsequent decision to take the car to the airport parking lot. Bold Auto Transport was ready and willing to complete the job, but unfortunately, the order was canceled halfway through, and our services were declined.
  
  In light of these circumstances, we are confused as to why you are requesting compensation for airport parking fees when the decision to take the car there was made after the order cancellation. We value your feedback and seek to find a resolution that is fair and reasonable for both parties.
  
  If there are any specific concerns or further details you would like us to consider, please feel free to share.
  
  We appreciate your understanding and look forward to resolving this matter amicably.
  Thank you for your time and consideration.
  
  Sincerely,
  M Talafha
  Owner at Bold Auto Transport

  Customer response

  12/20/2023

  I am rejecting this response because:   We had no one to turn the key over to because we were leaving the state which is why we had the timetable that we had. I understand that your driver and your sales people suggested that option but being that we had no one to turn the key over to we had no choice, but to park the car somewhere where it was going to be secure until we can make it additional arrangements. This was also a frustration that your customer service department does not accurately take notes on their calls because this was clearly stated in several of my calls. I also find it unappropriate that after we cancel the order with your company, your contracted Driver still reached out to us after the fact to try to convince us to take the order. being that, hes a contractor and not an employee of your company. I found this to be extremely unprofessional. 

  Customer response

  12/21/2023

  I am rejecting this response because:   These additional costs are direct result of Bold Auto transport not following through their commitments to have my car transported for the price i was quoted for the time frame i was promised when i placed the order.  There were no disclaimPlaced the order about the price not being able toThe timeframe not being able to be honored.  I specifically asked the question if the price was going to change, or if the date was going to possibly not going to be honored, and the sales person *** said absolutely not. If there was a chance that this wasnt going to be able to be honored, I shouldve been able to be told, so I could make an informed decision. But your sales department failed to disclose any of these facts so I wasnt able to make an informed decision. Had i knew any of these factors as an option i mightve chosen a distant avenue, But your sales person never Indicated that the price quoted possibly wouldnt be honored or that dates possibly wouldnt be honored. That is kind of a deceptive sales practice.  I would expect a sales Give me all of the facts when I am making a transaction like this. Not just omit the stuff that might make me cancel the order.

  Customer response

  12/22/2023

  Not only did the salesperson *** give me misinformation about the price and pickup date Not being able to be confirmed but no where on the order confirmation emails after the order was placed does it list any of those disclaimers or on the link within the emails that takes you to the order details.  The only time the disclaimers about the price not being guaranteed or the pickup time not being guaranteed were on the email i received after the driver had been dispatched. After my credit card had already been charged the deposit. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Bold Auto to transport my car ***** Fusion) from ******* to ***** in October 2023. The carrier (third party hired by Bold Auto) picked up the car and delivered it to *****. The problem is that the carrier scratched up the Fusion. The driver admitted to hitting tree limbs overhanging the road at some point between ******* and *****. The driver did not collect the $375 since he knew he was at fault. However, Bold Auto does not admit to any error. They won't return my phone calls and consider the issue closed. I paid them $215 which they should reimburse me since the cost to repair the scratches is over $600.

  

  Business response

  12/20/2023

  Dear *******,
  
  I trust this message finds you well. I am writing to address the concerns you raised regarding the transport of your **** Fusion from ******* to ***** in October 2023. Your satisfaction is of utmost importance to us, and we appreciate your patience as we navigate through this matter.
  
  We are genuinely sorry for the inconvenience caused by the damage to your vehicle during transportation. Our investigation confirms that the carrier, a third party engaged by Bold Auto Transport, encountered difficulties resulting in scratches to your **** Fusion. We understand the frustration this has caused and sincerely apologize for any inconvenience.
  
  It is our responsibility to ensure the safe transport of your vehicle, and we acknowledge that damages occurred under our watch. Please be assured that transportation services arranged through Bold Auto Transport are insured precisely for situations like these, we only schedule drivers will full insurance and bond. As part of our commitment to you, we are here to assist with the insurance claim process to ensure a swift resolution.
  
  We want to assure you that we are committed fully to your case and already helped to get you reimbursed the $375 already from the driver as an initial step in addressing the inconvenience caused. We recognize the importance of resolving this matter promptly and understand that you have incurred expenses in repairing the damages. While we cannot reimburse any amount further before the insurance claim process concludes, please email us the filled BOL paperwork at ********************************* so we can get your car fully repaired at no cost. 
  
  To streamline the insurance claim process, we kindly request you to provide us with the all relevant documentation, including invoices or receipts for the repairs incurred. This documentation is crucial to facilitating a swift and successful insurance claim. Please forward these documents to ********************************* and our dedicated support team will guide you through the process.
  
  At Bold Auto Transport, we are committed to providing comprehensive assistance to our customers. Our aim is not only to arrange seamless transportation from point A to B but also to ensure that our customers are fully supported throughout the process. We understand the importance of your vehicle, and we are dedicated to working with you to resolve this matter to your satisfaction.
  
  We appreciate your understanding and cooperation in this matter. If you have any further questions or concerns, please feel free to reach out directly to ********************************* and our team will be more than happy to assist you.
  Thank you for bringing this matter to our attention. We remain committed to resolving this issue promptly and ensuring your confidence in Bold Auto Transport is restored.
  
  Sincerely,
  M Talafha
  Owner at Bold Auto Transport

  Customer response

  12/28/2023

  I am rejecting this response because:

  I am actually pleasantly surprised that Bold Auto has responded to my complaint on the BBB website.  In the recent past, I called Bold Auto numerous times to attempt to resolve this issue, but was ignored all those times.   I talked to Bold Auto agents over the phone and explained the problem. *** agents told me that they would call me back, but they never did.  I left a number of messages for agents to return my calls, and no one ever called me back.  I also left messages with the carrier (***** with *** Life Its Good Transport), but the carrier never called me back.  And now that I have filed a complaint through the BBB, you respond?  That does not represent any amount of responsibility by your company in this matter.  Your company has basically ignored me up until this point in time, hoping that I would just go away.  That is irresponsible and reflects a lack of integrity.  And now you are genuinely ready to correct this matter?  Why do I find this hard to believe?

  Furthermore,your company did nothing whatsoever to reimburse the $375.  When the car was delivered to *****, my son noticed numerous scratches all over the Fusion.  *** transporter (***** with *** Life Its Good Transport) admitted to running under some trees, resulting in scratches.  He refused to accept the $375 delivery charge.  Bold Auto did nothing to get us this money, so your statement that you already helped to get you reimbursed the $375 from the driver as an initial step in addressing the inconvenience caused is absolutely false.

  You should be able to understand my level of frustration and disbelief at this point in time.  It takes a complaint through the BBB to get Bold Auto to finally respond.
  Please provide the name of the insurance company and the insurance policy so that I can contact them to ensure that you actually have insurance.  At this point in time, I dont believe you have insurance.  Please prove me wrong.

  Note that I have already spent numerous hours tracking down the insurance that the carrier (*** Life Its Good Transport, ***** has to cover the damages.  I tried to get this insurance information from Bold Auto and from ***** (*** Life Its Good Transport), but no one returned my calls to help me with this matter.  I had to call about 5 insurance companies before finding out that the carrier has cargo insurance through Lloyds of ****** (policy number FINFR10017077845-001, claims through ****** Claims), but the deductible is $5000.  *** damages to the Fusion are less than $5000, so the carrier is basically self-insured for these damages.  *** insurance agent at ****** Claims told me that Bold Auto should have contingent cargo coverage per federal regulations.

  So does Bold Auto have contingent cargo insurance per federal regulations to cover the damage which is less than $1000?  If yes, then what is the insurance company and policy number so that I can call them to ensure that you do have this insurance?

  If you do have insurance to cover these damages, then will the insurance company or Bold Auto pay the repair shop directly?

  Note that I have not yet spent any money on repairs.

  

  Business response

  01/22/2024

  Dear *******,
  Thank you for your ongoing communication regarding the recent concerns with the transport of your **** Fusion. I understand that there might be some confusion, and I'm here to provide further clarification.
  Based on our records and your acceptance of $375 in compensation directly from the carrier, The Life It's Good Transport, it's important to note that you have entered into an agreement with the carrier to settle the matter. This informal agreement may impact our ability to pursue an insurance claim further.
  
  The signed Shipper Agreement / Terms and Conditions that are accepted with a signature on (2023-10-22 15:32:39) explicitly states: "Shipper warrants that he will pay the price quoted due to Bold Auto Transport LLC for delivered vehicles, and will not seek to charge back a credit card or stop a check to offset any dispute for damage claims."

  Furthermore, if you have paperwork clearly showing that you paid the services in full and your car got damaged, it would be crucial for the insurance claim process.
  However, since you have accepted compensation from the carrier and agreed not to pursue further damages in exchange for $375, the dynamics of the situation have changed.
  
  If you wish to pursue an insurance claim at this point, I recommend the following crucial steps:
  
  1.Pay the Outstanding Balance to the Carrier: If there is any outstanding balance due to the carrier, please settle it promptly. This is a prerequisite for initiating the insurance claim process.
  2. Request Delivery Paperwork with Damages: Contact the carrier to obtain the necessary paperwork that outlines the damages. This documentation is crucial for filing an insurance claim.
  3. Submit Documentation to Us: Once you have the delivery paperwork with damages, please send it to us at ******************************** as soon as possible. We will do our best to assist you in the insurance claim process.
  
  
  It's important to note that the carrier and you have already reached an agreement, and any missing paperwork or outstanding balance could hinder our ability to assist in this matter.
  
  We appreciate your understanding of the complexities involved, and we remain committed to assisting you to the best of our ability.
  
  If you have any further questions or concerns, please feel free to reach out directly to ********************************.
  
  Thank you for your cooperation.
  
  
  Sincerely,
  M Talafha
  Owner at Bold Auto Transport

  Customer response

  01/28/2024

  I am rejecting this response because:   

  Bold Auto is not a respectable business as I explained in my previous message.  Could not get anywhere with them during the initial phone calls.  Can't get anywhere with them now.  Will submit poor reviews online.  Never do business with this company unless they prove that they have insurance.

  

  Business response

  01/29/2024

  Dear *******,
  I appreciate your continued communication, and I want to express my sincere apologies for the challenges you've faced during this process. I understand your frustration and concerns, and I'm here to provide further clarification.

  Firstly, I want to address the matter of insurance. It's important to note that according to ***** and FMCSA regulations, brokers like Bold Auto Transport can't hold insurance policy to cover all vehicles, they can only hold insurance policy for each transport individually that's is done via carriers policy that transported your vehicle. It is always the freight carriers who are required to maintain insurance coverage. In the case of your recent transport, the vehicle was indeed transported by an insured truck.

  However, the situation regarding the $375 compensation you accepted directly from the carrier has introduced complexities. Since this agreement was made without our knowledge, we currently lack the necessary paperwork to proceed with a comprehensive insurance claim. It's crucial to understand that the carrier's insurance is the primary coverage during transit.

  To move forward and assist you:

  
  Send Us the Paperwork: Kindly send us the paperwork you have from the delivery, including the Bill of Lading (BOL). This documentation is essential for initiating the claim process via the carrier's insurance.

   

  Cooperate with the Claim Process: We are committed to helping you, but we need your cooperation. Once we receive the necessary paperwork, we will promptly file a claim on your behalf with the carrier's insurance.

  While I understand your frustration and the desire to share your experience online, I want to assure you that resolving this matter is our top priority. Writing negative reviews won't expedite the resolution, but your cooperation in providing the required paperwork will.

  If you have any concerns or questions about the process, please feel free to reach out directly to ********************************.

  We are here to assist you, and your satisfaction is our utmost priority.

  Thank you for your understanding.

  
  Sincerely,
  M Talafha Owner at Bold Auto Transport

  Customer response

  01/29/2024

  I am rejecting this response because:   

  I am not actually rejecting the response from Bold Auto.  I believe I have to reject is on this website so that I can get one more response from them.

  I appreciate your responses.  I wish that your employees had been more responsive to this issue in the past and had been as responsive as you have been.  I hope you can train your employees to be more responsive and not ignore customers in the future.  Your business will be better off.

  Regarding the $375... When the car was delivered to my son in *****, he at first did not notice the scratches.  He signed the papers saying that the car was OK.  That was a mistake on his part.  Before the driver left, my son noticed the scratches and brought these damages to the drivers attention.  The driver admitted to running into some branches overhanding the road and admitted to causing the scratches.  That's when the driver gave the $375 cashiers check back to my son.  But the driver never said that this $375 amount was to cover all the scratch damages.

  I have recently discussed this issue with my son who has the car in ***** (I am in *******).  He says that he can use the $375 to fix most of the damage and will just move on from here.  

  I thank you for responding to these issues.  

  My only request is that you promise to bring this issue up with your employees and train them better... ask them to return phone calls and not ignore customers with complaints.

  Thanks.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They never held up on their end of the contract by hiring a 100% out of service driver to deliver my rv and damage it including knocking off my whole muffler while unloading without a winch at all and using a wooden block and big wooden boardand turning my fromt wheels to the left which had me questioning how he even loaded the rv considering the tail end was on the ramp the whole drive from ******* to ********! The company never responded to my emails sent the very next day as a week passed i called back and told them i never got my lading bill which they wont have one on file for because i never received one!

  

  Business response

  09/07/2023

  Dear *************************,
  
  I hope this message finds you well. First and foremost, we sincerely apologize for any inconvenience and frustration you have experienced regarding the recent transportation of your RV. We understand the importance of your vehicle and take your concerns very seriously.
  
  Upon receiving your message, we initiated an investigation into the matter immediately. Our top priority is to ensure that our customers' vehicles are handled with the utmost care and delivered safely. We have identified the issues you raised and are committed to addressing them promptly.
  
  Regarding the driver assigned to your RV transport, we deeply regret that you had a negative experience. Our company adheres to strict standards when selecting carriers, ensuring they are fully compliant with all necessary regulations and maintain the appropriate licenses and insurance. We will investigate why an out-of-service driver was assigned to your job and take appropriate action to prevent such instances in the future.
  Regarding the damage to your RV, we will collaborate closely with you to resolve this issue efficiently. We will require additional details to facilitate the claims process, such as photographs of the damage and any relevant documentation. Please send us the following information to ********************************:
  
  1. Clear and detailed photos of the damaged areas on your RV.
  2. Any written estimates or repair quotes you may have received.
  3. A detailed description of the damage and how it occurred.
  3. Any other pertinent information related to the incident.
  Our claims department will review your submission promptly and help you with the claims process. Rest assured that we are committed to working towards a fair and timely resolution.
  
  We must mention that the Bill of Lading is crucial for insurance claims. It is the paperwork provided to you by the driver upon delivery. To ensure our customers are aware of its importance, we send instructions to every customer's email detailing its significance. While we acknowledge that you may have missed the email or potentially misplaced the Bill of Lading, please be assured that we will still do our utmost to assist you in the claims process.
  
  Regarding the missing lading bill, we apologize for any inconvenience this may have caused. We will investigate the matter further to ensure that all necessary documentation is provided to you promptly. Our team will make every effort to retrieve the required documentation for your records.
  
  Once again, we apologize for the issues you have faced and thank you for bringing them to our attention. We value your business and are fully committed to resolving this matter to your satisfaction.
  Should you have any further questions or require assistance with the claims process, please do not hesitate to reach out to our dedicated customer support team at ********************************
  
  Thank you for your patience and understanding as we work to rectify these issues. Your satisfaction is of paramount importance to us, and we look forward to resolving this matter promptly.
  
  Sincerely,
  
  Customer Service Team
  ******************
  Email: ********************************
  Phone: ************

  Customer response

  09/07/2023

  The driver has admitted to a burned out winch, unlaoding without a winch, and there were two clamps? I only have one! He is more upset about his driving record than his job with me right now and has offered to come down and show me the damgae my rv has been impounded me arrested becuase i couldnt get the damage repaired and all my teacue animals are still being caught and euthanized! Court is 9/11 but bond papers were changed to 9/25 and it was an unjust debt i couldnt afford i used every major dime to get my rv here and the fuse bix to the truck was so inexpensive to repair but a whole muffle and all thaie pipes rattling i am ectopically oregnant and the fumes had blood in my urine for days. It put me down for those days i couldve used more efficiently to but i couldnt which led to me a whole chain of events..!

  Customer response

  09/07/2023

  I have called, texted, and emailed and never received a lading bill to sign from the driver they still have not sent an email proof they even gave the driver one just English wasnt the first language excuse and my voice was muffled reason. Still i am the only person in contact and had to ****** for myself their bond i fo which led me to ****** insurance. I am willing to send every text message to and from that company from this whole time also have voice recordings. I just called on 9/7 at 11:49-11:50 the convo was over and all i have to report is they said they will share my update with the manager and call me back.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about 4/15/2023, I contacted Bold Auto Transport (they were referred by a friend) for a quote to transport my vehicle via enclosed carrier to Averne, NY. I spoke with someone named Chris at ************. I informed him that I needed the vehicle for work in Maine. I would be flying to NY and needed the vehicle delivered on 5/3/2023. On 4/23/2023, I signed a contract (see attached) for pick up in Miramar FL on 4/30/2023 and delivery in Averne, NY on 5/3/2023. I was told that I should expect a call with details re pick up time. On the evening of 4/29, I had received no call, so I called and was told they didn't have a driver yet and they would get back to me - nothing. I called on Sunday 4/30 and was told that it was difficult finding drivers on the weekends, but they would have someone pick up the vehicle on Monday. I enquired if that would ensure delivery on 5/3 and was told yes. I got a call later on Monday telling me that they had 2 drivers who would pick up on Monday, drive all night and drop off on Tuesday for a cost of $500 more than what I had signed for. I declined as this was not within my budget. I have made several calls to the company asking for a refund of my plane ticket to NY (see attached) - to date I have received no follow up. I would also like to be compensated for the mileage i had to put on my brand-new leased vehicle (which was why I was transporting it in the first place) as I was required to drive from Miramar, Fl to Camden, Maine - it took me three days starting Wednesday 5/2. Due to the total unprofessional and unbusinesslike conduct of Bold Auto transport, I am requesting compensation in the amount of $1098.90 (airfare plus quoted transportation).

  

  Business response

  06/15/2023

  Dear ****** ******-****,
  
  We are writing in response to your recent complaint filed against Bold Auto Transport.
  
  Firstly, we apologize for any inconvenience or frustration you have experienced, and we appreciate the opportunity to address your concerns in a professional and timely manner. Upon careful review of your case, we understand that you contacted us on 4/15/2023, seeking a quote for the transportation of your vehicle to Averne, NY via an enclosed carrier. Your requirement for timely delivery, as you needed the vehicle for work in Maine, was duly noted. Our representative, Chris, discussed the available options with you during your initial conversation. As you mentioned, you signed a contract on 4/23/2023, which clearly indicated the pick-up date in Miramar, FL on 4/30/2023 and the delivery date in Averne, NY on 5/3/2023. It is important to note that the dates mentioned as "Estimated" on the contract signify that these are approximate dates and subject to operational considerations.

  Our services include both economy and expedited shipments, each designed to cater to different customer requirements. Economy shipments, such as the one you initially booked, involve coordinating with our existing routes and schedules. On the other hand, expedited shipments require additional resources, including a dedicated driver who can adjust their schedule to meet specific delivery deadlines.
  
  We regret the delay in assigning a driver to your shipment and any resulting inconvenience caused. It is not uncommon to face challenges in securing drivers, particularly over weekends. When you contacted us on 4/30, we assured you that a driver would be assigned on Monday for pick-up, ensuring delivery by 5/3. However, due to the urgency of your request, the option of an expedited shipment was presented, which would have required an additional cost of $500 to cover the expenses of assigning a dedicated driver and facilitating the necessary adjustments to meet your specified deadline.
  
  We understand that the increased cost did not align with your budgetary constraints, and we apologize for any miscommunication that may have occurred during this process. We want to emphasize that our primary focus is to work in accordance with our customers' needs and demands. However, when a service level upgrade is requested, the associated costs naturally increase to accommodate the additional resources required.
  Regarding your request for a refund of your plane ticket and compensation for the mileage on your leased vehicle, we sympathize with the inconvenience you encountered. However, based on the terms of the economy shipment you booked, we regret to inform you that we are unable to fulfill your compensation request.
  
  As a token of our commitment to your satisfaction, we would like to offer you a 30% discount on your next shipment with us. This discount will be applicable to the base cost of the transportation service and serves as an expression of our appreciation for your understanding and patience during this process.
  
  We hope this offer demonstrates our dedication to resolving any concerns and providing exceptional service. To initiate the resolution process and avail the discount, please contact us directly at *****************************. Our support team will promptly assist you and ensure that your case is handled with the utmost care and attention.
  
  Once again, we sincerely apologize for the inconvenience caused and any shortcomings in our communication. We value your feedback and will utilize this experience to improve our processes and enhance customer satisfaction.
  Thank you for your understanding and cooperation. We look forward to serving you better in the future.
  Sincerely,
  Mohammad *******

  Customer response

  06/20/2023

  I am rejecting this response because:   

  
  This response just proves the dishonest and unprofessional conduct of the company. Please note the following:          1. In 4/30 when I called, I was informed that a driver would be assigned for Monday 5/1 which was enough time to get it to NY for 5/4. At no time did I request expedited shipping. On 5/1 after several calls is when I was informed about an OPTION for overnight shipping for an additional $500. Your representative even went as far as promising that he would find me a driver even if he had to pay the difference. I never received a call back from Bold to inform that they would not be able to fulfill the contract. Even up to today- not a call of apology.TOTALLY UNACCEPTABLE AND UNPROFESSIONAL!!                         2. I know that pick-up and delivery dates are flexible which is why I also imputed flexibility for myself. The vehicle could have been picked up and delivered with an additional 2 day window. The problem is your company just DID NOT fulfill their side of the contract. AND NO COMMUNICATION !!!                                3. I don’t need a discount from you as I would NEVER EVER use this company to transport a sack of rocks. You have shown that you are unreliable, why would I trust my vehicle to you?? You would probably lose it!!! NO THANK YOU !!                                    4. A much more effective mediation is  for you to reimburse me 30% of the price that I was quoted to transport my vehicle - which never happened. That would cover the cost of my flight that I lost due to your incompetence .                             5. Instead of making excuses for your employees sir, you need to man up and practice good customer service skills. Loosing one customer is better than possibly losing hundreds.

  Respectfully

  

  Business response

  07/18/2023

  Dear ****** ******-****,
  
  Thank you for your response, and we apologize for the frustrations you have experienced with our services. We understand the importance of addressing your concerns, and we want to assure you that we take your feedback seriously. We appreciate the opportunity to clarify the issues you raised.
  
  1. Regarding the timing of driver assignment and expedited shipping: We apologize for any miscommunication during our interactions. Our intention was to provide the best possible service to meet your needs. However, it seems there was a misunderstanding about the timing of the driver assignment and the availability of expedited shipping. We acknowledge that we did promise to find you a driver for Monday, May 1st, when you call at April 30th. But the only available driver at that short time-frame was possible with expedited shipping. We understand that this option did not align with your budget, and we apologize for any inconvenience caused. We acknowledge that we could have communicated this situation more effectively, and we take full responsibility for our shortcomings in this regard.
  
  2. Flexibility in pick-up and delivery dates: We understand that you provided flexibility for yourself regarding pick-up and delivery dates, and we regret that we were not able to fulfill our side of the contract within the agreed-upon timeframe. While we do strive to accommodate customer preferences, operational challenges occasionally impact our ability to meet certain delivery deadlines. However, we agree that better communication about these challenges is essential, and we apologize for not keeping you properly informed throughout the process. The delivery you did requested by May 4th was ONLY possible with expedited shipment but not with anything else.
  
  3.Rejection of the offered discount: We understand your decision not to accept the 30% discount on your next shipment, and we respect your choice. Our intention with the discount was to express our commitment to customer satisfaction and demonstrate our eagerness to make amends for the inconveniences you faced. We apologize if the offer came across as insensitive in light of your experience.
  
  4.Request for reimbursement: We acknowledge your request for reimbursement equal to 30% of the quoted transportation cost. We are genuinely sorry for the inconvenience caused by our inability to fulfill the contract within the agreed timeframe. We would like to address this matter promptly, and we can only reimburse the requested amount to cover the cost of your lost flight due to our incompetence if you had use our services. If you had used our services we could process a full refund. But you did not use our service, how can we reimburse you something that you have never paid and used. You happen to get only a quote, not the service. All our customer's are eligible for refund within the next business week, but you were never our customer. Additionally, we will review our internal processes to prevent similar situations from occurring in the future.
  
  5.Accountability and customer service: We take your feedback seriously, and we recognize that accountability and excellent customer service are paramount. We apologize for any excuses made on our part. As a company, we are committed to continuous improvement, and your feedback highlights areas where we need to strengthen our practices and communication. We assure you that we will use this experience to enhance our customer service skills and ensure better outcomes in the future.
  
  In conclusion, we sincerely apologize for the difficulties you encountered during this process. Your satisfaction is important to us, and we deeply regret not meeting your expectations. We appreciate your feedback and the opportunity to learn from this situation. We have taken your concerns to heart and will work diligently to improve our services.
  
  If there is anything else we can do to address your concerns or if you have any further questions, please do not hesitate to contact us directly at [email protected]. We value your business and hope to have the opportunity to regain your trust in the future.
  
  Respectfully,
  Mohammad *******
  Bold Auto Transport

  Customer response

  07/18/2023

  I have reviewed the business’ response and accept this resolution. 
  I understand that the resolution is the reimbursement of my airfare.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Bold Auto transport in January of 2023 to transport a vehicle from ******* back home to ********, vehicle ran just fine and made a reservation, and paid a deposit of 242$ for the driver to pick up the vehicle and he would get the rest when the vehicle was delivered. However, driver showed up and stated the vehicle miraculously wouldnt start, he attempted to jump start the vehicle with the jumper cables that were kept in the trunk. Upon doing so he fried the electrical system of the car, definitely making it so it wouldnt start. He gave up and stated he didnt have time for this s*** and left. Upon leaving he left the drivers door wide open, vehicle unlocked, keys in the ignition and jumper cables sticking out of the open hood. I have attempted to reach out to the company to resolve this issue and I am being ignored. The damages to the vehicle cost more than it was worth so it was sold to a local scrapyard about a week later. Upon being ignored I filed an FMCSA damage complaint against the company. I am fighting with my bank to dispute the deposit transaction, but its not prevailing. I am requesting a full refund of the deposit which was 242$ as well as market value for the vehicle that was electrically destroyed, had to purchase another used car because of this. This business has been ignoring me for months now. This is getting out of hand. I am willing to bring this to court if I need too, but want to avoid having to do it if I can. Vehicle was left in ******* and sold to a junkyard after he destroyed it.

  

  Business response

  04/19/2023

  Dear valued customer,
  
  We are sorry to hear about the unfortunate incident that occurred during the transportation of your vehicle. We understand that this has caused you significant frustration and inconvenience, and we are committed to doing everything we can to help you resolve the issue. We are still working on your claims, but we also need to highlight that it is hard to convince insurance companies for pre-transit damages. To support your claims; Is there any Ring camera or security camera to prove the claim of driver fried the vehicle's electrical system? Is there any photos taken recently before pickup attempt, and also right after driver left?
  
  We would like to clarify our role in the transportation process. As a broker company, our primary responsibility is to find a reputable carrier company with proper insurance coverage to transport your vehicle. At the time of dispatch this carrier company (VD Auto Transport **** had clean record and all the proper paperworks needed. We understand that you expected your vehicle to be transported safely, and we apologize for any inconvenience caused by this unfortunate incident.
  
  We would like to assure you that we take all customer complaints seriously and will work with you to resolve the issue to your satisfaction. We encourage you to provide ** with any evidence you have that supports your claim, such as camera recordings or other documentation. We need to highlight that it can be challenging to prove damages caused by pre-existing conditions to any insurance company and also to FMCSA, and camera recordings to support this claim would be extremely handy, but regardless of what we will do our best to work with you and the carrier company to resolve the issue.
  
  Please know that we always strive to resolve every customer's issues with carriers, and we will do no less for you. We understand that this situation has caused you significant inconvenience, and we are committed to finding a resolution that is satisfactory to you.
  
  Please send any supporting documentation or evidence to ********************************* and we will do our best to evaluate your case and assist you further.
  Thank you for your patience and understanding in this matter.
  
  Best regards,
  **** - Complaints Resolution Manager

  Customer response

  04/19/2023

  I am rejecting this response because:   Video is attached and email with video and picture proof is already in your inbox at the support email. ****** received a response from yall. I sent it all to that email over a week ago 

  Customer response

  04/27/2023

  It is 4/27/23 still have not been contacted by bold auto transport, I have supplied them details to the email they provided and have not received a response 

  

  Business response

  04/28/2023

  Dear esteemed customer and ******************** community,
  
  We would like to express our sincerest apologies for any inconvenience caused by the recent incident regarding the transportation of your vehicle. As a broker company, we were hired to find a carrier company to transport your vehicle to its destination. We received a small deposit from you for our service, and we successfully fulfilled our obligation by providing a driver who attempted to pick up the vehicle.
  
  According to our records, the carrier companys driver attempted to start the car for more than two hours, but it did not start. We are not sure why the driver would leave the location if the car was running fine and could have been loaded up. The carrier companys driver went all the way to your location to complete the job,and drivers are typically reluctant to leave empty-handed after driving such a distance. However, you never informed ** or the driver that your vehicle was not running. It was a total surprise.
  
  Despite the situation, we believe that the carrier companys driver did his best to help you by attempting to start the car for an extended period. The driver's primary responsibility was to load up the vehicle and transport it to the destination,which he could not do due to the non-running condition of the car. We are,therefore, not responsible for any claims or complaints made by you regarding the driver's performance.
  
  Furthermore,we would like to emphasize that there are no dates mentioned, and there is no evidence to back up these claims. We have requested CCTV footage to support your claim and help you claim insurance from the carrier companys policy, but there is no such footage available. As a broker company, we offer our service to find a carrier company or driver to transport your vehicle. We are a third-party entity and not responsible for the non-running condition of your vehicle before pickup.
  
  We understand the frustration and disappointment you may feel regarding this incident, and we want to reassure you that we will do everything possible to resolve the issue. We remain committed to our customers and strive to provide the highest level of service. Please accept our apologies for any inconvenience caused, and we hope to resolve this matter as soon as possible. (We also did attached the video that was sent to ** by the customer so everyone can have fully transparent judgement)
  
  Sincerely,
  
  

  Customer response

  04/28/2023

  I am rejecting this response because: above information was inaccurate, I have 3 witnesses that knew the car ran before the driver arrived. Driver was not on scene for 2 hours he was there for 45 minutes and said f*** this and left. Im not recommending you guys to anyone, the driver had to pass through there anyway to go to *******, so the fact that Im still having to deal with you guys is ridiculous. Footage was attached to the email you provided twice now. Showing how the driver had left the vehicle. If you had failed to review that video thats on you. But I have emailed all of the documentation twice to the support email address 

  Customer response

  04/28/2023

  Vehicle ran the morning of the pickup day, it was on the side of the building and we fired it up and moved it somewhere easier for the driver to find, which was near the entrance right in front of the building. Had no issue starting or running when we moved it out front for him so we left and started our journey back to ******** where the vehicle was supposed to end up. Not in a scrapyard with every electronic on it fried up. 

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a deal to have this company transport a vehicle for 355 dollars total. The deal was made final 3/25/22 and after that day I haven't heard from them till yesterday on 4/20/22. The driver was on the way and said I owed them 475 on delivery. I never agreed to that and they said if I don't pay them that it would cost extra to have them come back and deliver it another time. I contacted the business and they said the called me and have a audio recording of me agreeing to new terms of a speedy delivery with new fee's. I asked them to forward me the recording. Once they sent the recording and I listened I found out who it was and it was the original owner of the vehicle who is a elderly disabled Vietnam vet. He had no clue exactly what was going on and just agreed for them to get the vehicle picked up. This man is pretty much deaf without his hearing aids. So they took his word to increase the fees for double the original agreement price even though I was the one paying for it and had made the deal. So I had to pay double the amount for something I never agreed upon.

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/05/05) */ We're very sorry for the any inconvenience that our valuable customer has been through. This order has been set up with a flexible schedule. Customer wanted the vehicle to be picked up as soon as possible so we offered the customer an economy rate of $355($105 broker fee, $250 carrier fee). Economy rate provides the lowest priced trucks that are usually once in every two week. These trucks stop by multiple locations until reach to the destination. We would like to highlight to our customer that according to his order details, he have set up ****** *** ****** as the pickup contact. ****** *** ********* name and phone number is also on the order to schedule the initial pickup with him, and drop off with ***** ******. We happen to have an express truck available for $580($105 broker fee, $475 carrier fee). And usually express trucks costing over $700. Since there is good deal we wanted to check in with the customer. ***** ****** was unreachable and he had informed us about his work being very busy and he is not able to pickup the phone that's why he put a note on the order for ****** *** ****** to be primary contact for pickup. When we talk with ****** *** ******* he clearly stated that he wanted to be on an express truck instead of economy truck. ****** *** ****** also stated that he will make sure money will be at the delivery location. ***** ****** made the ****** *** ****** his primary contact for pickup of this vehicle. ****** *** ****** approved the express truck with its rate different, we got the job done with that truck. We did not profit extra from the price change, we only offered a faster service on a different rate, and the customer made it clear that he wants faster service that's the cause of the price change. If it wasn't approved we could still get the job done with an economical truck but customer did not wanted to wait. We did not force the customer, we did not change the rate by surprise or anything, we only complied with the customer's needs. April 13th, ****** *** ****** calling and complaining about the wait time for the economical truck **************************************************************************** April 17th, ****** *** ****** is stating that he wants to take the express truck to ship the vehicle. ****************************************************************************

• Initial Complaint

  04/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 15, 2022 I spoke with Matt (sales rep) to put in a request for my 2017 Hyundai Elantra to be picked up and transported on March 31, 2022 from Capitol Heights, MD. Not only were they a day late on the pickup but I endured more problems after. The total amount for the deposit required was $200 but I paid $400 total for the deposit leaving the remaining balance of $1,000 which as stated by Matt was to be paid upon the dropoff. When speaking to the driver Elisay and Matt I was told by the both of them despite the delay for the pickup, the car will still be dropped off on time which was supposed to be Thursday, April 7th. On July 6th I texted Matt asking for the shipping information so I can track my car on the website. Upon entering the shipping information the site says "live tracking was only available after the driver marked that the car was picked up." This to me was peculiar that the driver had not marked that the car was picked up yet because he had picked it up on April 1st so I called another agent (whose name was Adam) to get updates on the status of my car and to ensure that it would still arrive on time because I was not given any updates. After speaking with Adam he told me he did not know where the car was. I waited until the next day to see if the car would arrive on time as promised. Around 12pm on April 7th I tried calling the driver again to get updates because Matt told me that I was supposed to call him for updates on my car when we originally spoke. After calling the driver a few times he doesnt answer and sends me a text telling me to call another number for updates. I called the number a bunch of times and no one picked up so I called Matt and once he realized it was me again he tells me "I need to be patient" and after 20 minutes of arguing he tells me my car won't arrive until Monday or Tuesday (5 days late). So not only were they late on the pickup and dropoff but they also did not keep me updated and gave me attitude the entire time.

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/04/11) */ Contact Name and Title: Mohammad ******* / Owner Contact Phone: XXXXXXXXXX Contact Email: ********@boldautotransport.com We're very sorry for the delay that our valuable customer has experienced. We want to remind the customer that this is 2,822 miles of a distance from Capitol Heights, MD, XXXXX to Portland, OR, XXXXX. This is a cross country shipment. As Bold Auto Transport we've complied will all the requests of the customer. This vehicle is scheduled to be picked up around end of the March, and to be delivered "not before than" 7th of April, since that's the day the Customer will arrive to the Portland Oregon is the 7th. We also confirmed with the customer that delivery dates are estimated, bad weather, traffic, flat tire, DOT Checkpoints and other reasons can easily delay the transportation especially if it's a cross-country transportation like this one. On the Terms & Conditions page of our website this topic is clearly mentioned to prevent any misunderstanding on two different sections. (https://boldautotransport.com/terms-and-conditions) 6. DISPATCH OF CARRIER You will be notified by email (at the email address provided on your order form) when a Carrier has been dispatched to transport your Vehicle. The dispatch email (Dispatch Notification Email) will include information about the Carrier as well as estimated pickup and delivery dates. 10. DAMAGES; DISCLAIMER AND LIMITATION OF LIABILITY Transportation services are subject to delays caused by numerous factors prior to or during transport of your Vehicle, many of which are out of the control of Bold Auto Transport and the Carrier, including, without limitation, road conditions, weather, and mechanical issues. Therefore, neither Bold Auto Transport nor Carrier guarantee pickup/delivery dates, times, or locations. Any estimate of pickup/delivery date, time, or location that is provided to you by Bold Auto Transport or Carrier is approximate and subject to change. We also attached the "Dispatch Notification" email that's sent to this customer on the 30th of March. That email also clearly states that delivery date is estimated. We apologize customer for the delay, on the other hand we also feel the need to highlight that these type of delays are in the nature of this trucking business and it's very normal on long distance shipments. Our top priority to deliver vehicles safe & sound, and we can't rush any driver to do an earlier delivery if it compromises the safety. The US DOT regulates the driving hours of the truck drivers an it follows on this case as this; 60/70-Hour Driving Rule; Truck driver may not drive after 60/70 hours on duty in 7/8 consecutive days. A driver may restart a 7/8 consecutive day period after taking 34 or more consecutive hours off duty. To put in other words, Drivers cannot drive after they have reached 60/70 hours of ON-Duty time in 7/8 consecutive days. A driver may gain back time at midnight when the oldest day in his 8-day window falls out of the time range. To completely reset the 70-hour clock, it requires a 34-hour restart. To sum up; under the highlight of the U.S. Department of Transportation regulations and rules, we wanted to clarify the delay. I hope we have provided enough information to understand the situation. We also wanted to help our future customers at understanding why such long distance transportations can take longer than expected. Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Even outside of the delays your services were still highly unprofessional by your sales rep. He also initially quoted me $1,400 total for the shipment of the car but in a new document that was sent to me via text message it says the total price of the shipment is only $1,250 but I am still being charged $1,400 by you all (I also have this supporting document). Additionally, your sales rep matt called me yesterday after learning of the BBB complaint filed against you all and began harassing me and trying to get me to pull back the complaint. During our phone call at 1:08pm (which was recorded) he is constantly saying "I got him fired, who's going to pay my bills" and along with other things during the conversation which led it to escalate. It was about a 9 minute call and after I hung up he continued to call my phone numerous times which are also documented and then sends me a flood of text messages telling me "I can't hang up." (Documentation which will also be provided). Business Response /* (4000, 9, 2022/04/12) */ ***Document Attached*** After the latest response from our customer, we wanted to clarify the pricing and terms. We attached the dispatch sheet to our previous response which is the agreement between Bold Auto Transport LLC(the broker company) and the TDR Transport Inc(carrier company) that is hauling the vehicle. On the dispatch sheet, it can be clearly seen that TDR Transport Inc agreed to do the job for $1250. And Bold Auto Transport LLC is charging the customer a $150 broker fee totaling up the cost to $1400. The total cost of $1400 and the terms for this order are agreed on by every party involved before than vehicle has been picked up. On top of that, it's clearly stated in the shipper agreement document that's signed by the customer. The customer signed this shipper agreement document on March 30th at 10:03 am. We must highlight this section of the document, which was placed on the document with upper case to maximize its visibility. (PUW: Pick up window) 5. Additional Information, Instructions, and/or Conditions PUW MARCH 30-31-01 DELIVERY 7TH THE EARLIEST Also the 4th section the terms on the signed document that we've attached is clearly stating that our delivery dates are estimated. There is no possible way of guaranteeing a delivery date on a 2800 miles of transportation. We expect customer to acknowledge that our top priority is safety, and we've done our job on the exact terms that we have agreed on. The customer's only request to us was to 'not to deliver' the car before the 7th of April since that's the day they're arriving to Oregon state. We've complied with that request. At the end of the day, we neither change the price, nor the delivery terms. We're confident that everything has been done on our part properly according to the customer's requests and needs. Consumer Response /* (4200, 11, 2022/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) And yet you all are still ignoring the fact that your sales agent (Matt) was highly unprofessional, harassing me sending me text telling me I can't hang up during our last phone call and even during our conversations he would give me nothing but attitude (which in my last response I sent screenshots of. They way that your agent went about handling the situation was highly unprofessional, disrespectful, and was uncalled for. You all need to read the text messages and listen to the conversations again from our last few conversations.

*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. ↩