Complaints

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.

• Initial Complaint

  Date:09/27/2024

  Type:Billing 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.

  The amount of money I paid the business

  Business Response

  Date: 10/15/2024

  Dear ****** 
  
  We are truly sorry you had a disappointing experience with our company. However, please keep in mind that according to the contract you've signed with us, all dates for pick up and delivery are estimated therefore can vary a bit. The date the carrier confirmed with you was the following day after the initial conversation. Moreover, after we spoke to the carrier they said they'll be able to stick to the original plan. We understand that it might have been a bit confusing, but please keep in mind that the exact reason we put that clause in our contract was to make sure our customers understand that sometimes things like these happen and we want that to be as transparent as possible. 
  
  Please find the signed contract attached (you can find it in your email history as well as it's sent there right after you complete it). The paragraph 4.3. states that all dates are estimated and that delays may occur. Once again, we want to apologize if this has caused you any inconvenience. 
  

  Don't hesitate to contact us directly in case we can do something else for you.

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter, or your complaint will be closed as answered.I understand what the contract states and I do not have a problem with the dates that are presented in the contract. The problem I have is that your representative charged my card before the due date. According to her, this was done purposely so that I would not book another company. I did not authorize this payment, nor did I agree to have my card charged before the carrier came to my apartment to pick up my card. It is my understanding that the customer is not charged until the carrier is confirmed and agreed to come to the customer's home by a certain date. Your representative did not do this, and I have text messages from her stating that since I had a contract, she did not have to honor this request and was going to go through with the transport regardless of her charging my card before I authorized this payment. In my opinion this person should not be employed with this company she lied provided false information and charged my card without authorization just to secure her commission. 
  
  
  
  
  Regards,
  Complaint ID: 22350140
   
  
  
  
   

• Initial Complaint

  Date:05/01/2024

  Type:Billing 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 had contracted with pride auto transport to have met car shipped from Florida to Massachusetts with Liam. On the day my car was scheduled to be shipped , pride contractor texts me the following message.
  ***, majority of carriers can only pick this up tomorrow later in the day and I know that it`s not going to work for you. I called the company we have already worked with before and asked if they can help us with getting your vehicle covered. They told me that they are already fully booked for today, as every single carrier I talk to. I was able to come up with a spot on their trailer for you but in order for them to take your vehicle instead of the one they have already booked they ask for $1600 on the rate, which is the rate for other vehicle. I`m embarassed to provide you with an option like that but there are no other option to work with with such a short notice. There are 7.000+ vehicles only in Tampa that needs to be transported and simply not enough carriers to handle all of that. He can pick it up later on today or tomorrow before 10 am guaranteed. Please, advice me if that would work so I can advice the carrier if we want that spot.
  Original quote of $500.
  Nothing but a scam!
  Cancelled flight$200

  Business Response

  Date: 05/15/2024

  Thank you for bringing your concerns to our attention via the BBB complaint survey. We deeply apologize for the inconvenience and frustration you experienced due to the unexpected cancellation by the initial carrier assigned to transport your vehicle.
  
  We understand the importance of your scheduled flight and the urgency of having your vehicle transported in time. Unfortunately, unforeseen circumstances can sometimes disrupt even the most carefully arranged plans.
  
  Upon learning of the cancellation, we immediately initiated efforts to secure an alternative carrier to fulfill your reservation. However, given the time constraints and the need for a swift resolution, we had to secure a carrier at short notice, which resulted in a higher cost than originally anticipated.
  
  Please rest assured that we take our customers' satisfaction seriously, and we regret that we were unable to meet your expectations on this occasion. We strive to provide reliable and efficient transportation services, and we acknowledge that we fell short of this standard in your case.
  
  Once again, we apologize for any inconvenience this situation has caused you, and we appreciate your understanding and patience. If you have any further questions or concerns, please don't hesitate to contact us directly.
  
  

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21652590

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:03/10/2024

  Type:Billing 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.

  On 2/28 I contacted ***** ****** through Pride Car shipping.
  Was quoted, and distinctly asked if there would be any additional costs, for the broker or for the driver, and was told No. on 3/4, I was told they had selected a driver and all was good, pending background check, 3/5 when the truck was supposed to be picked up per *****, I heard nothing, I received a phone call around 12:00pm from him saying the driver will be there within 2 hours. After the driver never showed up and I still heard nothing, I contacted ***** once again around 4pm and he told me that they were going to have to charge me $300 over my original contracted quote. After saying no thank you, he came back with a slightly lower cost, which I hesitantly agreed to after confirming that the truck would still be delivered by 3/6, pickup would be in the morning. after not hearing back once again all morning. I reached out, to be told that they no longer had a driver but they would try to find another. Have now heard back, and even after being told once again that my price would remain the same with the new driver, I was sent a confirmation of driver, now charged $55 dollars more than my newly contracted rate. For the truck to now be picked up tomorrow 3/7 and delivered 3/8. Now 4 days beyond my original delivery date and $235 above my original quote.
  
  3/8 update, the truck did arrive tonight, driver was very nice, very professional even with a very bad language barrier, all went well on that end, and the payment was reduced on my charge to the agreed upon $625
  
  Original contract 445
  Then told $700 for the driver that was already supposed to be there
  second contract 625
  Driver never showed agreed to same rate
  Finally charged 680 on shipping invoice
  After delivery $125 charges to card and $500 paid to driver

  Business Response

  Date: 03/11/2024

  As the customer have previously mentioned - the initial contract was signed previously to assigning the initial driver. As mentioned in the contract, we as a broker company, are not responsible in case of a cancellation from a carrier and what we can do is provide the customer with other available options, after that it's up the the customer wether to agree with those options or not. We tried to assign other carriers even, but by the time we'd receive an answer from the customer, they'd be unavailable. After all, the customer has indeed agreed to the new dates and new price when they signed a new contract for $625 (contract attached my the customer in the complaint). Under no circumstances did we breach our own contract or taken the money for the trnasportation from the customer's card. On the contrary, we've sent them a confirmation email prior to the pick up as well where the payment terms and dates were disclosed. In any case, the contract clearly states that the dates are estimated and always depend on the carriers. We always try to do our absolute best in order for the customer to have a nice experience with our company. However, we are just a broker and we use an outsourse carrier to trnasport the vehicle so if an issue arrises all we can do is try to come up with a solution. The vehicle was delivered safe and sound and on the date mentioned in the email we've attached. If there was anything else we could have done - we would. We're sorry for any inconveniences and we'd be glad to offer a disount on the next shipment in order to try and fix the overall experience. 

  Customer Answer

  Date: 03/17/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21412695

  
   
  

  
  
  

   

  
  

   After very clearly asking for my full quote, and being told I was having a driver assigned on the 29th, then I was told that they had already negotiated the rate with the driver while on the phone, but then they also suddenly didn’t have a driver after I was told that he would be there within a few hours. 
  the entire process seemed like a scheme. 

  Business Response

  Date: 03/27/2024

  We clearly state in our contract that any quote given to the customer might change due to the fact that the market prices depend on the carriers (paragraph 4.11) therefore a customer has a right to not agree to the new pricing. In this case, the specifics of the route created a need to react to the driver's option to pick up the vehicle very quickly. We would contact the customer the exact second the driver became available, but by the time we would receive a response - the offer would not be valid anymore. It is in our best interest to assign the carrier as fast as we can so we can proceed with the pick up. In this case we took extra time to make sure we can hold the offer long enough for the customer to respond and have the vehicle assigned to a suitable carrier. 
  
  You can clearly see in the screenshot provided by the customer that ***** stated that the carrier was interested and he was still not secured by the time we reached out with a quote of $445. However, in the final contract signed for $625 ($125 charged to the card and then $500 due on delivery) there was no ivoice provided by us for the amount of $680 either. 
  
  Overall, please be advised that it is every customer's option to cancel the contract if any terms mentioned are not convenient for them. We did our absolute best to make sure the service was provided properly and therefore offered the only solution we see possible. 
  
  We apologize if the solution provided does not satisfy the customer.