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:11/27/2024

  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.

  They took our deposit and never set up a time to pick up the vehicle. I had to call them for days and kept getting the run around. When I said just cancel the order, they said well youll be forfeiting the deposit. Then they said, oh we have a driver now, he will be there tonight at 6 to pick up the car. They were to give me 24 hour notice, they didnt and will not give a refund.

  Business Response

  Date: 06/09/2025

  We sincerely apologize for the delay in responding to this complaint.
  After thoroughly reviewing our records, we could not locate any order, customer record, email address, or matching transaction under the name provided. Additionally, our company does not charge a deposit upfrontwe only process payment once a carrier is confirmed and a pickup window is scheduled with the customers full consent.
  Because of these facts, we have strong reason to believe that this complaint may have been filed against the wrong company.
  We take all feedback seriously and would be happy to review any proof of transaction or communication if the customer can provide it. As it stands, we do not have any matching documentation indicating that this individual ever placed an order with Secure Auto Shipping.

   

  
  Respectfully,
  Secure Auto Shipping

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 22613242
  
  I am rejecting this response because:

  
  A) Your response is sincerely delayed. 
  
  B) Your representative flat out told me to bad youll be charged 

  C) The only way I wasnt charged is I denied the charge with my credit card   
  

  D) Your representative was flat out deceptive and missed the pick up deadline 

  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/20/2025

  
  

  We appreciate the opportunity to respond to the complaint filed by Mr. ****** ****** and would like to respectfully offer the following clarification on behalf of Secure Auto Shipping.

  
  

  First and foremost, we sincerely apologize for the delay in responding and for any inconvenience the customer may have experienced. However, after a thorough investigation, we must firmly state that we have no record of Mr. ****** in our systemthis includes no matching name, phone number, email address, or transaction. Additionally, our business policy is clear: Secure Auto Shipping does not charge any deposit upfront. We only process payment once a carrier is confirmed and a pickup window is agreed upon with the customers full consent.

  
  

  Mr. ******* statement that he was charged against his will, and had to dispute it with his credit card company, strongly suggests that he may have been dealing with a different company entirely. Unfortunately, this kind of confusion is not uncommon in our industry due to similarly named brokerages and deceptive actors who misrepresent themselves.

  
  

  At the time of filing this BBB complaint, no documentation was providedno receipt, email trail, or phone call log tying the interaction to Secure Auto Shipping. We would gladly review any such materials should Mr. ****** wish to provide them. In fact, we actively encourage him to submit any of the following:

  
  

  A credit card transaction or receipt showing Secure Auto Shipping as the billing party

  
  

  Email communication with a representative of our company

  
  

  A phone log showing our companys phone number

  
  

  The name of the representative he spoke with

  
  

  
  

  In the absence of this information, we have strong reason to believe this complaint was mistakenly submitted against Secure Auto Shipping. Nonetheless, we remain committed to resolving any legitimate concerns and would welcome any further clarification from the customer.

  
  

  We thank the BBB for allowing us the opportunity to respond, and we hope this explanation provides clarity and confidence in our dedication to transparency and customer satisfaction.

  
  

  Respectfully,

  Secure Auto Shipping

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 22613242
  
  I am rejecting this response because: its is easy to declare plausible deniability but the facts are accurate. 
  

  We used my wifes credit card **** ****** and it was a Discover card.  
  

  Now have to burden of proven me false. 
  

  My next step will be to show the credit card statement showing the charge.  
  

  Again, I was clear with your *** that I was going to contact the BBB and contact our credit card company to dispute the charge.  He said go ahead and they would challenge me in court.  
  

  I have all documents showing your statements are false.  Really odd it took this long for someone to step in, I follow through with things I say I am going to do. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/03/2024

  Type:Product 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 booked my car to be shipped with ****** ******. He said he had someone, than he said driver canceled. He has ghosted me since then and I just want a refund pronto.

• Initial Complaint

  Date:06/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 company was hired as a broker to ship my car from AZ to **. They contracted with a fraudulent company to do the shipping and my car is now missing 2 days after the promised delivery window. I cant get anyone to answer the phone and have no assurance where my car is or if Ill receive any partial refund for the extensive delivery delays.They claim the car will be in VA by Tuesday, 6/19, but two previous dates have already been missed.I want: proof my car is where they claim it is (in **), a firm date/time for delivery, a partial refund.This company also took no action when the trucking company they hired tried to scam me with a fraudulent Bill of Lading, appearing to indicate my virtually flawless car had significant damage (photos attached).

  Business Response

  Date: 06/09/2025

  We appreciate the opportunity to respond to this complaint. While we regret that the customer experienced frustration due to delivery delays, we would like to clarify the facts of the situation and correct several inaccuracies.
  The assigned carrier, Astra Lines, did experience unexpected delays during the vehicle transport from ******* to ********, which we acknowledge and sincerely apologize for. However, the customers vehicle was successfully delivered in full and without damage.
  When our team reached out to offer a resolution and discuss next steps, the customer unfortunately responded with hostile language, including cursing at our staff, and declined to engage in a constructive conversation. Despite this, we remained open to resolution and continued to assist in ensuring delivery was completed.
  We also want to address inappropriate actions taken by the complainant, including contacting our staffs personal friends and family through social media and spreading false accusations of theft while the vehicle was simply delayednot lost or stolen. These actions were not only unwarranted, but could be considered harassment.
  Lastly, we would like to emphasize that law enforcement did not take action, as no crime occurred, and no wrongdoing was committed by Secure Auto Shipping. We are a licensed and insured auto transport broker, operating for over 10 years under FMCSA License *********, with a long-standing record of professionalism and service.
  If the customer is open to revisiting the matter in a respectful manner, we are still happy to speak and explore reasonable resolution.
  Sincerely,
  The Secure Auto Shipping Team

  Customer Answer

  Date: 06/09/2025

  I have spoken with ownership at the business and wish to withdraw my complaint.

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, have spoken to the business owner and wish to withdraw my complaint at this time.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/21/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Vehicle wasn't picked up on contract date (1/1/24 to be delivered 1/8/24). I tried to **************** Inc.(the carrier) on 1/1/24. There was no answer & the mailbox was full. I contacted **** at Secure Auto on 1/1/24. He didn't have any luck getting in touch with them either. After calling **** many times on 1/2, he finally said that the carrier could do the pick up on 1/5/24 & deliver 1/14/24 which was too late. Secure Auto's accounting ***** has not return any of my calls for the deposit refund. **** said that I broke the contract when in fact it was the carrier. Will never consider using Secure Auto

  Business Response

  Date: 06/09/2025

  We sincerely apologize for the delay in responding and any frustration this experience may have caused you.
  We always aim to deliver clear communication and reliable service, and its clear that we fell short in this situation. While it's unfortunate that it reached this point, we would still like to make things right by offering you a full refund for the inconvenience.
  If you're open to it, we kindly ask that you consider removing the negative feedback online once the refund is received, as we are genuinely trying to resolve this issue in good faith.
  Please reach out to us directly at [insert contact info] so we can confirm the refund details right away.
  Thank you for your time, and again, we apologize for the delay and the experience you had.
  Respectfully,
  Secure Auto Shipping

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  It shouldn't have taken 1 1/2 years for you to try & resolve this & I will not delete my negative feedback because other consumers need to know what happened in my situation.
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/01/2023

  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.

  I called Secure Auto Shipping to transport my car from ************ to *******. I spoke to ****** and ask him if it will cost extra to but my belongings in my car. He told me yes I can and gave me an estimate of what it would cost. The total was approximately ***** dollars. I let him know that my friend would be giving the keys to the driver as I was moving to ******* and will not be there. I signed the contract and once they found a driver, I would have to pay them 270, which I did. They called me to tell me the driver broke down and if it was ok to look for a new one, I said yes. Several days went by and they were not picking up the phone. They either let it get sent to voicemail or have me wait on hold for 40 minutes then hang up. I asked my mom to call since she has a different number and they picked up. Once they realized it was for my car, they did not pick up or they had her wait on hold for a long time then hung up. Once the driver came to get my car, he told my friend that he would have to take out all of my belongings out of my car. My friend called me and told me. Now, I have to throw away all of the belongings in my car which cost thousands of dollars. I called them, they said they never said that and I told them they did. I told them to bring up the recordings because they record every conversation. They said they would call me back but never did. Because they told me yes I can pack my car, I did, now my friend has to throw out all my things because I don't have access to a storage unit or any place to put them.