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:04/24/2023

  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.

  This transport company hauled my fifth wheel rv from Albuquerque, NM to Kerrville, TX on 4/8/23. Extensive damage was found after setting up. Slide does not fully open, cuts in the flooring, frame pushed up through flooring, stovetop glass broken, ceiling vent broken in two places.

  Business Response

  Date: 04/25/2023

  Tell us why Hey ****,
  
  We take these matters very seriously. We have tried calling you, emailing you, texting you and leaving voicemails. You have not responded back to any of them. It is very strange you waited until April 21st to write this review when your trailer was delivered on April 8th. It is even more strange that you never even contacted us first to resolve any issues you might have had. You just went directly to our BBB and left a negative review. Typically people would contact us first to let us know of any damage so we can resolve the issue. You say the frame of your trailer is pushing up through your floor and the slides dug grooves into the flooring but I do not see any evidence of that in the video all I see is a broken microwave plate. Also your picture of your fan shows no visible damage so I do not understand why you even used that photo. Here are pictures of the BOL you signed after our driver dropped your trailer off stating that you checked the trailer and there was no damage. Typically people would not sign this if there was any damage because they would want the damage fixed. Also I have pictures from the driver after he helped you level your trailer and even showed you how to level you own trailer. These pictures show your trailer door wide open with your son walking out with materials in his hand showing that you did go inside while he was there. Here are also pictures of your trailer with the slides completely out and we have pictures of you standing by your trailer while all of this is taking place. I have attached pictures showing everything I have stated.
  
  
  Thanks,
  
  Coast To Coast Transportation

  Business Response

  Date: 04/26/2023

  We have tried reaching out to **** multiple times after she left the review asking how she would like to resolve this. I have called her, left her voicemails, text her and emailed her. She has ignored me on everyone one of those. I have pictures of me asking her how she would like to resolve this through email and text but she ignores me. Which is strange because typically the customer wants to talk to us directly to figure out a resolution to the problem. We have tried for 7 days to reach out to her. She ignores us but claims she wants this resolved by going on here. If the driver hit anything causing exterior damage then there is a process. That process starts with filing a claim, sending an adjuster out there to look at the damages, then he will determine the cost and if there is a case so the insurance can pick it up. Also **** you signed a Bill Of Lading that stats there was no damage and we have a copy of that. We also have pictures of you and your family going in and out of the camper while he helped you level your camper. So it clearly shows you saw the outside and inside of the trailer while he was there. No customer would have signed the Bill Of Lading stating no damages if there were any damages. Then two weeks after we delivered you do not even notify us about anything or if we can resolve anything. Instead you write a bad review and that's how we get notified there was even a problem. Then we reached out through calls, emails, texts and voicemails but nothing or any response back to us. all we wanted was to talk to your directly. We do not go inside any of the customers units and we couldn't even if we wanted to because you had the keys which were at the delivery point. We do not go inside customers property because it is the customers responsibility to make sure the unit is secured inside and that is directly in our contract which you signed and I have a picture of that. If the driver hit anything causing any external damage then once again please feel free to reach out to us directly so we can come to some kind of resolution because there is a process to this and we like to make things right if we did anything wrong. 

  Customer Answer

  Date: 04/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because coast to coast transportation has offered no reconciliation, has failed to produce insurance information, has not offered to repair the damages, and is not returning my calls. 
  
  
  
  Sincerely,
  
  
  
  **** ****