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Business Profile

Vehicle Transport

Windsor Auto Transport LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:06/21/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    When I first started working with Windsor, everything went great. The owner, ******* was very helpful. He would answer my texts and calls. Then about a day before I heard my car was scheduled to arrive, I hear from the transport company that is shipping my car that they can't get ahold of Windsor anymore. I tried to call him 5 times and text him twice and I never was able to get ahold of him. He will not respond to my questions, has already charged me for the transportation of my car despite saying payment does not happen until my car arrives at its location and has apparently not paid the transportation company either. Also, according to the transportation company his insurance and license expired last year! If ****************** does not pay the other company, in order for me to get my car back I will have to pay myself. Which is putting me in a bad situation. This was the top rated Auto Transport company on the BBB

    Business Response

    Date: 06/21/2024

    Actually the issue with this particular order was the Carrier not Windsor Auto Transport as the Broker.

    The carrier was confused about the method of payment despite our Dispatch Order clearly stating our payment terms which is within 24 hours of delivery by *******************.

    I was actually unavailable yesterday afternoon/evening due to being on vacation in the mountains with limited phone access for 12 hours.

    I did however follow up on emails and the number of calls mentioned do not tally with the information I hold on my phone.

    The job was succesfully completed today when the carrier finally decided to delivery the vehicle to my customer.

    In regard to my communication with the customer their was a delay yesterday due to the above mentioned, but infact during this time communication was not required with myself

    as the vehicle was already en route with the carrier, and the carrier is the person responsible for communication with my customer (not the other way around)!!

    Of course I endeavour always to keep in touch with my customers if they have any questions but i cant be available 24/7!!!!!!!!!!!!!!!!!!!!!!!!

    Their was also some language issues with dealing with the carrier in which their driver did not seem to understand the Order Process from start to finish.  Windsor have very strict protocols for this and unfortunately the carrier did not fulfill them

    to the best of our abilities, and clearly the dispatch officer at the Carrier failed to inform his driver on the payment terms (which incidentally, is also the drivers responsibility).

    I have since communicated with my customer who has confirmed they are happy with the delivery of vehicle which has now taken place.

     

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