Complaints

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• Initial Complaint

  Date:26/10/2022

  Type:Service or Repair 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.

  TFX International is a car transport company that must adhere to the mandate established in the Province of Ontario where they operate.
  
  Background
  After doing my due diligence in seeking/selecting a vehicle transport company in shipping my vehicle I decided to entrust the safe transportation and delivery of my vehicle to TFX International and therefore effectively engaged them.
  Like many other clients my due diligence involves TFX International's adherence to the insurance guidelines, laws as well as contractional obligations in the trust agreement arrived at prior to engaging their services.
  
  Problem:
  Unfortunately, TFX international has failed to follow their mandate which obviously directly impacts on their contractual obligations to their client.
  
  TFX international has continually failed to forward any and all insurance forms or information that is required in order to place and commence my insurance claim due to the damages incurred while my vehicle was in their trust and care. Instead, I have received several versions and adaptations to what appears to be the administration of a contentious proceeding that is irrelevant. TFX International seems to be pressing forth a discussion marathon without merit.
  
  What I fear is that the lack of competence in TFX international handling these issues may result in a design for others to abuse the process done in good faith.
  
  Simply put forward the information and documents necessary in order for me to commence my Insurance claim.

  Business Response

  Date: 23/11/2022

  This vehicle was delivered and received without any issues being noted at delivery. ******** ** * **** ** the delivery receipt showing the vehicle was accepted and signed for in good condition. 

  Customer Answer

  Date: 29/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  Recap: 
  I entrusted my vehicle to be shipped by TFX International from Toronto, Ontario to Huntington Beach California. 
  TFX delivered it with significant damage to which I alerted TFX International ASAP. 
  
  Throughout TFX International's delays they forwarded several versions where they alleged to deal with my claim at a later date; the excuses ranged from, they were busy at a car show, then with a funeral and then that their main character would not be in the office to deal with the matter. 
  
  Latest Version: 
  
  TFX international response through the BBB is alleging that someone had signed away TFX's responsibility to any damages as caused while it was in their care.
  It is a new and interesting version as it now establishes TFX International's action as done in bad faith effectively frustrating the contract. 
  
  My concern also looks to the sadness in the loss of value to my collector automobile which I am now looking to add to my claim. I am seeking $5,336.81 in repairs, $4,025.00 in diminished value as well as $300.00 in costs. 
  
  I would appreciate TFX International's proper attention to my claim as well as to deal with it in a responsible and timely manner. 
  
  Reply:   
  
  I reject TFX International's response as they have failed to accept my insurance claim. 
  
  Please accept my appreciation for the BBB's involvement towards an amicable solution. 
  
  Sincerely,
  ***** ******

  Customer Answer

  Date: 07/12/2022

  My Amended Reply - for your consideration. 
  
  TFX international’s reply to my initial complaint fails to answer my complaint.  
  
  My claim is somewhat simple; but amongst other things TFX International is now attempting to create a “Red Herring”;  their reply not only misleads and distracts from a relevant and important question but to the simplicity that this is an insurance claim.
  
  If TFX International is not responsible for the damages to my car while it was in their care, then they should make that statement. 
  
  “Did TFX International damage my vehicle while it was in their care” ?    TFX has not denied damaging my vehicle and given the amount of damage to the undercarriage as well as the pictures I forwarded to them and my immediate report,  have full knowledge that they did,  where in their reply they suggest that they did not. In failing to follow up with the insurance claim they have also failed to have their adjuster inspect the damage. 
  
  TFX is shifting gears and are now alleging that either I or someone else signed for the vehicle therefore presenting an assumption that they are not responsible for the $9,661.81 in damages that they caused during transport. This did not happen and in the alternative that it did, it would not pardon them from the damages that they caused. To be clear anything that they could be relying upon however obtained through ***** or otherwise is in dispute. To escape any ******** charges TFX would simply shift gears alleging that any signature obtained would be for the purpose to constitute delivery; it becomes what it already is, a civil matter.   
  
  My new concerns are on several fronts;  How easily TFX International has shifted the facts to lead to such an assumption in effect that in providing or alleging that anyone could legally sign away such negligence.  TFX and I had left the matter for filing the insurance claim for TFX manager “Adam” to return as he is responsible for filing insurance claims. I received several excuses for delays before I launched my complaint with the BBB. My expectations were upon submission of my claim for their insurance adjuster to inspect the damages as already reported to TFX. Instead TFX has effectively both delayed my claim and now attempting to mislead this mediation.     
  
  Another front is how TFX International has maintained such a high rating while they abuse their clients. Therefore, I did some more in-depth research and have found numerous complaints that clearly contradict their standing of which if I was aware would never have hired them.   
  
  A further front and one of deep concern, is that TFX International is dealing with their own insurance claims. Which leads me to the question; is TFX International even insured as they are simply refusing to forward any of the required forms or possibly even reporting it to their insurance which is a legal requirement in both Canada and the United States.  
  
  Thank you for your time in this matter.