Complaints

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• Initial Complaint

  Date:07/27/2022

  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.

  I hired A-AAA Auto Transport to ship my 2020 **** ******** from ******** ** ** *** ****** ** in July. I was originally told that the shipment would not take longer than 7 business days and that they would delay picking up my vehicle so that it would not arrive too early in *** *****. On June 27, I recieved a phone call from a driver to pick up my car that day and that he could do so that afternoon. He had told me that if I did not have it picked up on June 27, then there would be several day delay for it arriving at its destination. Ali was several hours late and arrived late at night to pick up my car. He took photos all around and inspected the vehicle. There were no scratches, broken lights, broken glass or any damage to the vehicle (I had also washed the car just before transportation). It was only after he sent me the pick up email that I realized that he was with a different car transport company **** ********* ****). I asked him about it and he said that A-AAA hired *** to do this transport. I was not previously told that this was what would be happening. I asked when the car would arrive to *** ***** and Ali stated that it would likely be July 2-3, but at the latest July 5. I received the car on July 9. On arrival, the tranporter and I inspected the vehicle. I noted drivers side headlight had been broken, drivers side windshield had been broken, scratches all along the pain and drivers side window. The transported told me that he had taken most of the photos for this damage at the lot in *** ***** before loading to bring to me but he took some more photos. He told me to file a claim with *** Transport and my auto shipper. I filed a claim with Anna Hansen who told me A-AAA is not liable for damage and that *** Transport is liable. I filed a claim with *** Transport and they have not sent me anything regarding this. Furthermore Anna told me that she called *** Transport and they refused to fix my damages stating they are not responsble.

  

  Business Response

  Date: 08/09/2022

  
  Regarding the first issue that client states that he wasn't aware of *** Moving the vehicel, I have attached files that demonstrate that client was aware of this from the beginning.  The first is the contract that client electronically signed, that states,2)By Shipper’s signature or his/her designee’s signature, A-AAA(anAuto Transport Broker)authorizes thescheduled motorcarrier physically transporting the vehicle(“Transporter”)and theiragentsand theiremployees to operateand transport the vehiclefrompoint of origin to the destination specified in the Bill of Lading. With allemail orders, theemailaddress fromwherethe paperwork is sentshall beconsidered thesignature" (Attachment 2090.1).  In addition, there is a payment agreement sent to the client (2090.2) that states the carrier name, *** Transport
  A move of this nature would take roughly 8-9 business days, and there was the 4th of July holiday in the middle of that move.  Unfortunately, the driver did have an unexpected delay in transit, but the vehicle still delivered within that time frame.  The attached 2090.1 does also refer to transit time, that due to unexpected factors on the road, we cannot guarantee delivery time.  
  Regarding the damage claim, We had put *** Transport on notice and had also sent paperwork to the client to file a claim with *** Transport.  Since *** is the motor carrier, they are responsible for damages on the road.  We have worked with *** for many years and they have an impeccable record and have current insurance and government authroity.  The nature of the damages client is claiming are of very small items on different sides of the vehicle and it would be hard to demonstrate driver negligence, that *** had hit client’s vehicle one way or another.  Typically if there is transport damage caused by a motor carrier, there will be a point of impact, dents, deep scratches, etc, The nature of the damages client is showing demonstrates normal wear and tear that can be caused by simply driving over the road.  If these items were caused during transit with the motor carrier, by the driver simply driving the truck, and the vehicle sitting on top of the trailer, that wouldn’t constitute driver negligence.  This would fall under damage exemption by “Act of God”stated on the contract.   The only way to protect the vehicle from the outer elements, road debris, etc, would be to move it enclosed.  Client opted to move it open.
  We have spoken with client and have taken his concens very seriously  We do not agree with the claims that client has stated that A-AAA has not been transparent, that is supported by the attached documents.  Regarding the claim, we have done our diligence and put the client in touch with the motor carrier and have tried to also explain the nature of the damages and how it is very unlikely that the carrier caused them, due to our small and isolated they are.  That being said, all information for *** was given to the client and he can continue his efforts with them.
  If you have any questions, please call me *** *** ****