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:05/28/2024

  Type:Order 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 original contract was executed on 2/22/24 . We paid the $225 first payment and agreed to a final payment of $400 more. AutoStar told us on 5/6/24 that no carrier would accept our car at this price. ********************* told us that she could get a car carrier to accept our car for transport if we agreed to pay $500 dollars more,i.e., $900 on delivery. My daughter, *************************, negotiated a reduction to $700 on delivery. The car was finally picked up at 9;30 P.M. on May 14. We didn't get the car until May 20.

  

  Business Response

  Date: 05/30/2024

  We sincerely apologize for the delay in transport, and the unfortunate price increase.   The supply and demand for vehicles coming out of FL created huge spike in price increases.  AutoStar paid $150 out of pocket to help offset the price increase which was agreed upon by all parties.   We wish you well.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21765510
  
  I am rejecting this response because:we were forced to agree to a price increase, in order to get our car and medical devices back.  No one told us that our contract price would not be honored, if demand for auto transportation increased.  We would like the additional money that we paid to be refunded.  We are extremely disappointed in the performance of AutoStar Transport Express, LLC.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/05/2024

  Our apologies that the customer is not satisfied.   An offer was made to the customer, and they were under NO obligation to accept the offer, instead they accepted the offer and the vehicle was transported.  

• Initial Complaint

  Date:05/22/2024

  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.

  In October of 2023 my ************ snd I contracted AutoStar to bring a car out to ********* for us from ****** Tx.It arrived in Nov or 2023. The car was reviewed but a very invisible piece of the taillight was broken. Not caught until the next day with. A car that had not been driven yet.First response would be well you should have inspected it better but upon reviewing the transport drivers photos of what the car looked like when he picked it up and also after he delivered it the photos show the damage was not there when he took control of the vehicle but again there when it arrived.I presented the images to AutoStar who agreed this was the case and sent me claim forms for reimbursement along with two bids for repairs near me. I completed those forms and submitted them back but have yet to see a check for repair. When i call them there is always an excuse. The subcontractor had to pay you. Since i contracted this deal through Auto Star snd paid AutoStar to arrange and manage all formalities for this contract i hold them responsible especially since they distributed and excepted all bids and claim forms. And hired the subcontractor who is Ruse Auto Transport.AutoStar Order ID no. ******** Now my original bids mY not even be valid or guaranteed the same quote should I bring in now.Any help you can give me to settle this claim would greatly be appreciated.

  

  Business Response

  Date: 05/26/2024

  AutoStar Transport Express is fully licensed broker, hired to locate and assign motor carriers for the transportation of vehicles. 

  It is made very clear in our contract, and has been explained to customer numerous times, that we as the broker cannot be held liable for any alleged damage done to said vehicles.  

  We have assisted the customer all we can to help mediate a damage claim against the carrier, and their insurance provider.  With any damage claim, even with your own personal insurance provider, the ultimate decision on a claim is decided by the assigned adjuster for the insurance provider.   

  The customer signed the **** (bill of lading) showing NO damage reported on delivery.  This along with the *** report and photos, the adjuster has advised that there is NO clear proof that damage was caused by the carrier during transport.

  Please see attached signed contract, *** report and photos for both pickup and delivery.  

  Also, below are key points in the contract that clearly states AutoStar Transport Express is NOT liable for any alleged damage.

  15. If damage should occur, all money owed for transport must be paid to initiate a claim. Damage must be noted in the proper place on the bill of lading and signed by the driver and Customer or consignee regardless of weather, or time of day. Signing the bill of lading without any notation of damage verifies that the Customer or consignee has received the said vehicle in good condition and that AutoStar Transport Express LLC, and the Carrier are relieved of any further responsibility. The customer or consignee MUST check the vehicle thoroughly.
  16. AutoStar Transport Express LLC and the Carrier must also be notified of any damage by phone within ************************************* writing a description of the damage, clear pictures, and 2 estimates within 10 days of receipt of the said vehicle directly to the designated carrier for any resolution to be initiated. AutoStar Transport Express LLC will support you in this effort should such a problem occur, but in no way will AutoStar Transport Express LLC accept responsibility for any negligence of the assigned carrier. If the vehicle is valued at a higher than the market rate, it is suggested that the Customer purchase a special insurance rider. Customer is hereby informed and understands that claims against motor Carriers are governed by federal law, the ******* Amendment to the *** Termination Act of 1995, 49 U.S.C. *****, and claims against ocean Carriers are typically governed by the Carriage of Goods by Sea Act, 46 U.S.C. *****. The customer is urged to seek independent legal advice (at Customers sole expense) on these laws in the event of a claim.
  25. AutoStar Transport Express LLC is licensed and bonded Property Broker. We are responsible for booking the shipment of cars with a licensed and insured ************************** which handles its own damage claims. It may take a few weeks to process your claim since the drivers must return to their terminals with the original Bill of Lading and condition reports.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21744450
  
  see attachments
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/18/2024

  Our position has not changed.  

  AutoStar Transport Express is fully licensed broker, hired to locate and assign motor carriers for the transportation of vehicles. 
  It is made very clear in our contract, and has been explained to customer numerous times, that we as the broker cannot be held liable for any alleged damage done to said vehicles.  
  We have assisted the customer all we can to help mediate a damage claim against the carrier, and their insurance provider.  With any damage claim, even with your own personal insurance provider, the ultimate decision on a claim is decided by the assigned adjuster for the insurance provider.   
  The customer signed the **** (bill of lading) showing NO damage reported on delivery.  This along with the *** report and photos, the adjuster has advised that there is NO clear proof that damage was caused by the carrier during transport.
  Please see attached signed contract, *** report and photos for both pickup and delivery.  
  Also, below are key points in the contract that clearly states AutoStar Transport Express is NOT liable for any alleged damage.
  15. If damage should occur, all money owed for transport must be paid to initiate a claim. Damage must be noted in the proper place on the bill of lading and signed by the driver and Customer or consignee regardless of weather, or time of day. Signing the bill of lading without any notation of damage verifies that the Customer or consignee has received the said vehicle in good condition and that AutoStar Transport Express LLC, and the Carrier are relieved of any further responsibility. The customer or consignee MUST check the vehicle thoroughly.
  16. AutoStar Transport Express LLC and the Carrier must also be notified of any damage by phone within ************************************* writing a description of the damage, clear pictures, and 2 estimates within 10 days of receipt of the said vehicle directly to the designated carrier for any resolution to be initiated. AutoStar Transport Express LLC will support you in this effort should such a problem occur, but in no way will AutoStar Transport Express LLC accept responsibility for any negligence of the assigned carrier. If the vehicle is valued at a higher than the market rate, it is suggested that the Customer purchase a special insurance rider. Customer is hereby informed and understands that claims against motor Carriers are governed by federal law, the ******* Amendment to the *** Termination Act of 1995, 49 U.S.C. *****, and claims against ocean Carriers are typically governed by the Carriage of Goods by Sea Act, 46 U.S.C. *****. The customer is urged to seek independent legal advice (at Customers sole expense) on these laws in the event of a claim.
  25. AutoStar Transport Express LLC is licensed and bonded Property Broker. We are responsible for booking the shipment of cars with a licensed and insured ************************** which handles its own damage claims. It may take a few weeks to process your claim since the drivers must return to their terminals with the original Bill of Lading and condition reports.

• Initial Complaint

  Date:05/10/2024

  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.

  Contracted with Autostar to pick up car in ************, tansport to ******* and then to ********* in the **************. Car was used but purchased 1 week pre transport. Car arrived in *******, damaged looking like a piece of the transport carrier or other vehicle fell onto the roof of the car damaging same punching hole through steel roof. Car was shipped to *************** and damage was discovered immediately upon discovery. Followed all the contracts rules. This was end of December 2023 into first week of January 2024.Autostar says, gee that's too bad, but it's Limitless Trucking's problem. Limitless won't cooperate with his own Insurance so they will disclaim coverage. Damage to car is 3X what I paid to Autostar. Claim number: ******

  

  Business Response

  Date: 05/13/2024

  AutoStar Transport Express LLC has done everything in its power to support and assist you towards a resolution of your claim, however we cannot accept responsibility or be held liable for the designated carriers damage. Unfortunately, this is in the hands of the carriers insurance company now. We recommend you to reach out to them for an update on the status of your case.

  When you first reported damage on your vehicle, we proceeded, just as stipulated in the contract, to collect evidence, reach out to the designated parties and file a damage claim with the carriers insurance company. 

  The subject of damage is mentioned 31 times in the contract, clearly indicating that AutoStar Transport Express will not be held liable for damage caused by the carrier.  

• Initial Complaint

  Date:04/09/2024

  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 requested for a car to be transported from ***** ** to ***** ** on March 29th or March 30th.I paid by Credit Card and signed the contract, the contract stated all that I have mentioned regarding pickup date.I have received no communications from this company, no text, no call, no email.I have sent 2 emails regarding a refund with no reply.I Have contacted my credit card company with hopes to dispute.This company is not acting as a qualified or legitimate company.

  

  Business Response

  Date: 04/10/2024

  Customer placed their order on 03/27 and set the first available release date for 03/29.  Customer had requested pickup dates of 03/29, or 03/30, and it was made very clear that we would do all we can to meet those requested dates, but they were not guaranteed dates.  We offered the solution of leaving the vehicle with a friend, or family member after the 30th, but customer chose to cancel the order.   Scheduling a carrier does depend on carrier availability, and it does sometimes take a few days before a carrier becomes available.   By cancelling the order within the contracted dates, the customer did breach the contract and this resulted in a non refundable deposit. 

  18. The customer understands and accepts that there is no guaranteed pickup or delivery dates.
  19. The customer understands that the first available release date is NOT a guaranteed appointment date.
  20. The customer understands that ********************** is allotted 5 business days FROM the first available release
  date to locate and assign a carrier for transport.
  21. Refund/Cancellation Policy/MONEY BACK GUARANTEE: If AutoStar Transport Express is unable to confirm a carrier
  within five (5) business days from the first available date, Customer has the option of keeping the order open or canceling for a
  FULL refund of the deposit. If the order is canceled before the first available pick-up date or before the end of the fifth business
  day for any reason, the deposit is not refundable. AutoStar Transport Express services are considered rendered when a carrier
  is assigned to an order, including but not limited to, assigning a maritime booking confirmation number for maritime
  transportation. Refunds will be processed only to the original payment method within 48 business hours of the cancellation
  request. Cancellation of an order must be submitted in writing via email sent to **************************************************************.
  AutoStar Transport Express does not accept, or honor cancellations made via phone call. Once a carrier has been assigned
  (dispatched) to a shipping order, AutoStar Transport Express notifies Customer via email (to the email address provided at
  service booking). If the Customer decides to cancel the shipping order after a carrier has been dispatched, the deposit will be
  kept as our services have been rendered. Any remaining balance will be refunded in full.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21553944
  
  I am rejecting this response because:

  This company is not legitimate,

  when scheduling over the phone I was never offered to leave the car with a friend, I was never verbally informed that if this company could not provide services on the date stated that I would not receive a refund.

  The phone rep promised that the scheduled date of pickup would be filled.

  why did the company not communicate they would not fulfill their scheduled pickup date?  Why did they not reply to my complaint and request for refund as fast as they replied to the better business bureau inquiry?

  This company has many complaints already.

   

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

  

  Business Response

  Date: 04/10/2024

  A review of the recorded call from 03/27, the customer and our agent spoke at great length about how the process works. (48 minute call).  Our agent answered every question the customer had, and mentioning more than once that dates are estimated, and that as soon as a carrier is located then we would advise the customer of a more accurate ETA for pickup.  Never once did our agent promise or guarantee a two day window of pickup.   Our agent was very confident that we would be able to meet his requested dates, but never promised it.   In most all orders a two day window is sufficient time to locate a carrier, but not always.  

  If the customer feels that they were told, or believed they were told something different than what the contract states, then they should be held responsible, and obligated to call and question that.  Why wouldn't you?  Why would you agree to something in a written, legally binding contract if you feel you were told something differently?   Nothing was ever charged to the customer until they signed and returned the contract.  Had they never signed the contract, of communicated with us that they don't agree with what is written in the contract, then nothing would have ever been charged to the customer.

  We stand by the fact that the customer breached the contract by cancelling the order within the 5 days agreed to locate and assign a carrier.    As a courtesy to the customer to help resolve this matter, we would be willing to refund the customer 50% of their deposited amount.   

   

   

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21553944
  
  I am rejecting this response because: 

  This company has multiple complaints.

   

  1) I did not cancel until I did not hear from your company.

  2). I clearly explained to you rep that these 2 days were the only option.  If your phone rep was reputable, he would have stated, sir the window is too tight for us to guarantee a pickup. We suggest you use another company that can guarantee pickup on the dates needed.

   

  that phone is a complete song and dance scam 

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

• Initial Complaint

  Date:02/19/2024

  Type:Product 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.

  02-09-2024 I contacted AutoStar Transport to transport a vehicle from *********, ** to ***********, ** on 02/17/2024. I was quoted $475. Spoke to *****************************. He stated call me Friday the 02-16-2024, he needs only 24 hours to set something up.Thursday 02-15-2024 (a day earlier than i was told) I called ***************************** from the email sent with the quote so i could guarantee that i would have transportation before noon on 02-17-2024. No answer, i left message. I then in good faith filled out my information and CC on their website thinking that this was an honest and legit organization.Friday 02-16-2024, i called ****** at 9:00 am but no answer, i asked if he could return my call ASAP. He returned the call about an hour later, he confirmed he's have me covered and would call later friday or early saturday morning. I made it clear i needed transport before noon on Saturday 02-17-2024.Saturday 02-17-2024 9:00 am CST, i have not had a call from ******, i left him a message asking for him to call me ASAP. At 11:00 am i decided to make other plans for transportation. ****** finally returns my call at 11:48 am, I told him because he did not get back to me as he promised i needed to make other arrangements so i would not be in trouble.Monday 02-19-2024, i discover Autostar changed my credit card. I then email ****** and he was verbally abusive in his multiple emails when i asked him to return funds. He even threatened to put derogatory information about me on the internet calling me a deadbeat.This company is a complete scam. When they cannot make arrangements as promise they force you to cancel and make other arrangements. They then changed me $195. There contract states that $195 is due upon pick up, they did not pick up.

  

  Business Response

  Date: 02/20/2024

  Our sincerest apologies for any misunderstandings or inconveniences caused.   We value feedback such as this, and take it very seriously.  Upon further review of the situation and what had occurred,  we have issued a full refund to the customer.  

   

  Customer Answer

  Date: 02/21/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/12/2024

  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.

  In Sep 2023, I reached out to AutoStar and spoke with *************************, a transport specialist. I told him I was moving across country and asked if he could guarantee a specific pickup date to ship my car. He said, Given that its 5 months out, it wouldnt be a problem. I told him I was interested and once I had a firm date for our new home build completion I would reach back out. In December 2023, I spoke with ****** and asked again if he could guarantee a specific pick up date nearly 2 months out. Again he assured me that it was no problem. He sent me the contract. I read it and called him again because contract said it was a 5 day window for pick up. Again, he said something like, No problem. ***** standard in every contract, but no problem. I trusted him, signed the contract and gave a $350.00 deposit. Fast forward to February. Starting on or about 8 Feb, I reached out for an update on who the carrier would be. At some point I received a text from ****** stating that he was waiting to hear back from a potential carrier and that no one was assigned. On ***** February, I tried calling and texting for an update and heard nothing. I then cancelled via text to ****** since it was less than 24 hours from requested pickup date and they didnt have a carrier. I found another company that confirmed my requested pickup date and emailed me the confirmation with the name of the carrier. At around ****, I received a call from *****************, the Autostar customer service manager, and he said they found a carrier. I appraised him of the above situation and that, since I hadnt gotten any updates other than Were still looking with less than 24 hours to go, I felt compelled to find another company. I therefore requested a refund. He refused and said, Read the contract. I feel strongly that this lack of communication despite my multiple attempts to reach them for an update with no response, anyone else in my position would have found another company .

  

  Business Response

  Date: 02/19/2024

  We offered customer our standard 5 day Money Back Guarantee contract which they accepted, signed and returned.   It was made VERY clear to customer that honoring that contract should not be a problem.  NEVER did anyone promise or guarantee a pickup on the FIRST day of availability.  By cancelling their order on the very first day of availability and the very first day of the 5 day contract, customer did not allow us the opportunity to complete the order and contract.   By cancelling their order on the very first day, this resulted in a non refundable deposit.   We spoke to customer on the 12th and advised them that we had a carrier, but they had already made other arrangements which also nullified the contract.   See below contract clauses that covers this issue as well as the attached signed contract.   

  18. The customer understands and accepts that there is no guaranteed pickup or delivery dates.
  19. The customer understands that the first available release date is NOT a guaranteed appointment date.
  20. The customer understands that ********************** is allotted 5 business days FROM the first available release
  date to locate and assign a carrier for transport.
  21. Refund/Cancellation Policy/MONEY BACK GUARANTEE: If AutoStar Transport Express is unable to confirm a carrier
  within five (5) business days from the first available date, Customer has the option of keeping the order open or canceling for a
  FULL refund of the deposit. If the order is canceled before the first available pick-up date or before the end of the fifth business
  day for any reason, the deposit is not refundable. AutoStar Transport Express services are considered rendered when a carrier
  is assigned to an order, including but not limited to, assigning a maritime booking confirmation number for maritime
  transportation. Refunds will be processed only to the original payment method within 48 business hours of the cancellation
  request. Cancellation of an order must be submitted in writing via email sent to **************************************************************.
  AutoStar Transport Express does not accept, or honor cancellations made via phone call. Once a carrier has been assigned
  (dispatched) to a shipping order, AutoStar Transport Express notifies Customer via email (to the email address provided at
  service booking). If the Customer decides to cancel the shipping order after a carrier has been dispatched, the deposit will be
  kept as our services have been rendered. Any remaining balance will be refunded in full.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21283898
  
  I am rejecting this response because:

  - This statement from the company fails to acknowledge that ******, the customer representative told me on at least 5 occasions that pick up on the specific date was No problem even after I pointed out that contract said otherwise.  I attempted to get updates for 3 consecutive days and heard zero response.  I was forced to make a command decision to secure another company because I was getting on a plane the next day.  I respectfully request a refund.  I accepted ******* verbal acknowledgement that it would be no problem.  However, they failed to call me back for 3 straight days for an update.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/02/2024

  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 for auto transport on 30Jan24 and the autostar promised to pickup the vehicle immediately and charged a premium fee for it. They billed me deposit money and didn't respond to me at or return my calls. They didnt give any probable date of transport. When I called to cancel my order they cancelled it and informed that the will not refund the deposit.

  Customer Answer

  Date: 02/02/2024

  I have already uploaded Autostar response while submitting my claim. There are two major complaints. 1. *********** employee (****) falsely promised of early transportation and provided a premium fee of $745 out of which $195 was taken as initial payment. There was no response or update from Autostar for 4 days and the employee's phone was unreachable. 2. When I called to cancel the order Autostar didn't highlight the point that I will lose my deposit / initial payment if I cancel order. This appears to be a trick to make money without by pointing to a fine print in the contract.

  

  Business Response

  Date: 02/07/2024

  AutoStar is a vehicle transport broker, and as such, AutoStar's service is to screen and assign carriers for transport. If an order is canceled before the first available pick-up date or before the end of the fifth business day for any reason, the deposit is not refundable. AutoStar Transport Express LLC agrees to arrange for the transportation of the vehicle(s) described on the quotation, to be carried on or about the requested dates. There are absolutely no guarantees regarding pickup or delivery times and dates. *********************************************** placed his order on 1/30/2024. That same day, he signed and returned his contract, thus understanding and accepting our Terms and Conditions. The First Available Pick-Up date in that contract was 1/30/2024. On 2/2/2023, while he was under contract AND within the five-business-days window allowed for AutoStar to locate an auto transport company, he requested his order should be cancelled. As evidenced in the documentation provided, we were willing to provide services, but he refused services by cancelling his order before the end of the fifth business day. Since the customer cancelled his order before the end of the fifth business day, his $195.00 deposit is non-refundable. As far as the lack of communication goes, attach you will find our incoming & outgoing calls log as well as the text messages exchange between them which will show that communication was present both with his agent and our customer service department. We wish the customer well. 

• Initial Complaint

  Date:10/05/2023

  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 originally booked with auto star transport 07/26/2023. I was told by ***** that I would have my car shipped to ******* ***** and that it would be picked up 08/14/2023. the week before i have 08/07 I noticed that my car still has not been assigned a carrier. I tried to contact ***** during that week multiple times to make sure that this would still be happening due to me needing the car in ******* by August 17th. ***** never answered the phone. I then called the main line 08/08 and they explained that i can call back in a few days and I should have an assigned carrier to retrieve my car. I then call on 08/10 and they explain that I need to call back in a few days. On 08/11 I call with an update knowing that this business is closed on Sundays wondering how a carrier will be assigned in one day. I am frustrated that i am continually calling and getting the same run around. I Speak with the manager about the poor customer service i have received and wondering when i will get an answer knowing that i do not have any one to release the car to the driver as i stated multiple times. frustrated, i explain to the manager that i will just drive my car to *******. Manager yells and states that i cannot receive my money back and that this is my fault. On August 15th, a carrier still has not been assigned to pick up my vehicle, I reach out to Auto star and again they said that I cannot receive my money back, but they can cancel if it does not meet my expectations.

  

  Business Response

  Date: 10/05/2023

  Customer was explained in great detail at the time of booking and, after booking prior to customer's first available release date, that their first available release date was NOT a guaranteed or appointment date.  Customer also had the opportunity to read all terms and conditions of the contract they signed, which clearly explains all the things they were told previously, that we cannot guarantee dates, and that the first available release date is NOT an appointment date.   Nothing was charged until a contract was signed.   By signing the contract customer had agreed to all terms and conditions.   If they feel they were told something other than what the contract states, then they had the right and option to not sign the contract and to question it.    Customer cancelled their order by their own choice on only the 1st day of the agreed 5 day contract, which they knew in advance that by doing so, would result in a non refundable deposit.   Our agents did their very best to explain the process and how the industry works as a whole.   It should also be noted that the customer did a chargeback on the deposit and the banks decided in our favor.   We are very sorry that the customer did not heed our expert advice on this situation, and we are confident that a carrier would had been assigned within the contracted dates had the customer not cancelled so early.  

• Initial Complaint

  Date:10/03/2023

  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 booked an auto transport service from ******* ********** going to ********* ********** on September 26th. The vehicle was set for pick up on the 26th. The vehicle was never picked up, the Tranport sent picture saying he had an auto accident so that was the issue. After the transport stated the trailer was fixed from the auto accident and he would get my vehicle on the 28th by 8am. On the 28th the transport told he he gave his trailer to the owner and cant get the vehicle anymore. My vehicle was re-listed on the 29th because it was never picked up. The company is refusing to return my $190 deposit.

  

  Business Response

  Date: 10/04/2023

  A carrier was assigned to this order on only the 2nd day of his contract.  Yes, the carrier had an unforeseen mechanical issue, and for that we apologized for the delay.  Carrier was delayed for a couple of days, but had planned to make pickup.  The problem here was that the customer was purchasing a vehicle from a CO-OP, and he refused to pay for the car until a carrier had arrived at the pickup location.   Unfortunately, no carrier is going to send a truck out there until they know the vehicle has been paid and ready for release.  CO-OPs will not release a vehicle until it's been paid.   We explained this multiple times to the customer but they were completely unreasonable about the situation, and therefore the carrier cancelled the load.   Customer shortly thereafter canceled the order, while still within the contracted dates.   AutoStar Transport Express rendered their services to the customer, but it was the customer who chose to be difficult which resulted in the vehicle not being picked up.    We wish the customer well.

   

   

• Initial Complaint

  Date:09/12/2023

  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 company promises to deliver your towed car with in 24 hours. Now they claim they cant deliver it for multiple days. For this reason I asked for a refund and the manager ******************************* has denied me this. The job has not been done and she states it doesnt matter.

  

  Business Response

  Date: 09/13/2023

  We sincerely apologize for any undue stress or inconveniences the customer may have suffered.   ********************** never guaranteed any kind of a 24 hour delivery.   We make it very clear to all customers that all dates and time are estimated, and customer fully agreed to this by reading and signing our contract.

  AutoStar Transport Express has done exactly what the customer wanted, and the vehicle WAS picked up and delivered within 24 hours.   

  We wish the customer well.