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:08/16/2023

  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.

  I contracted with Autostar Transport Express to transport a vehicle from *************** to **** **. In a phone calls with *********************, a rep of AutoStar, (on 7/28 and 7/30 or 31) I gave him my "drop dead" deadline of when the car had to be in **. Based upon our conversation, **** stated August 15 would be the ideal date to pick up the car with the 16th being a backup date. I advised **** that the 16th was the last day it could be picked up as I would be flying to ** on 8/17. **** advised that I would get a dispatch notice within a day or 2 of pick up. On August 14th I reached out to **** by email asking for a time for pick up on 8/15. Another member of Autostar called me and indicated that they did not have a carrier for the car as of yet and it could be 3-5 days before they secured a carrier. I paid in full for the carrier service on 7/31 so there is no doubt that I was needing my car transported. It also allowed Autostar to have 15 days to secure a carrier prior to my pick up. When my husband and I finally got **** on the phone (814) he too indicated they did not have a carrier and it could take up to 3-5 days to get a carrier and that they could not guarantee the delivery date requested in **. Both **** and the other agent indicated that they could not confirm any carriers availability despite having booked the transport and paying in full 2 weeks earlier. Because of the inability of Autostar to be able to fulfill their obligation or even provide definitive information on when a carrier could be obtained, we cancelled the order and requested a refund. Autostar refused the refund stating it was outside the 5 day pick up window, however, given the information provided by Autostar on the 14th, there was no definitive pick up date. Payment was made via their suggest payment route of Zelle.

  

  Business Response

  Date: 08/17/2023

  We are sorry for any inconvenience or frustrations that the customer may have suffered.  However, customer signed our contract which states very clearly that all dates are estimated and never guaranteed.   Our refund/cancellation policy is also explained very clearly in the contract.  Customer cancelled their order BEFORE the first available date ever arrived not even allowing us the opportunity to complete the order.   By cancelling the order BEFORE the first available release date, the deposit is non refundable.   Because the customer did pay in full, including the amount that was to be paid to a carrier, they are eligible for that amount to be refunded.   We have issued that refund to the customer via Zelle, in the amount of $800.  

  Customer Answer

  Date: 08/18/2023

  The $800 has been refunded. This complaint can be closed. Thank you.

  Customer Answer

  Date: 08/22/2023

   
  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.

  The $800 has been refunded. This complaint can be closed. Thank you.
  
  *******************************************************

• Initial Complaint

  Date:08/08/2023

  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.

  On July 31, 2023, AutoStar Transport sent a transport driver to my home in ****************., to pick up two cars for transport ******* Rouge 2018) & (Dodge Journey 2017). We paid $1,795.00 in full for this service. AutoStar called us on August 4, 2023, to inform us that the cars would be delivered the following Monday (8/7/23), and that they would call us the Sunday before (8/6/23) with time of delivery. The tow truck company (1st Response Tow, ************) called us the morning of August 7, 2023, to inform us they would be delivering the cars between 12:00pm & 1:00PM. We figured since we were checking out of our hotel and into our Air BNB, and we were closer, we would save the tow company the drive and pick up the cars ourselves. We had intentions to leave one car, while we dropped off the moving *** we were using as it had been our sole means of transportation. But, when it came to the subject of the Journey, the tow truck driver asked me if there were problems with the Journey. I told him, No. The car drove fine, as the transport driver drove it to the transporter, at my home, I said. The driver went on to inform me the car would not drive. So, whoever (from AutoStar) dropped off these cars, either late 8/2/23 or in the early hours of 8/3/23, knew there was an issue and said nothing.I was patched to a claims person, who stated, We do not cover mechanical issues, because we cannot determine whether the car had issues before we transported. The problem is the car was driven by the transport driver at my house with no issues; and, there was a blatant lapse in the chain of custody. My wife and I were under the impression that AutoStar would handle the pickup and delivery of our cars; not leave them in a tow yard with a company not cleared by us.

  

  Business Response

  Date: 08/10/2023

  Customer's vehicle was delivered just three days ago, and we were notified of the alleged damage just two days ago.    We have already initiated a damage claim process with the customer and carrier involved.   There is a process and procedures to follow in any damage claim, and we are 100% assisting the customer with that process.  We will continue to follow up to the best of our ability and limitations.  

• Initial Complaint

  Date:07/13/2023

  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 contracted with this company to transport a car from ***********, ** to *******, **. They sublet the job to a company named Bluedot Transportation. Before he put the car on the transport truck, he took pics and signed a Bill of Lading. On the Bill of Lading, he made absolutely no marks! He commented to the man selling the car that it was a beauty. Not a scratch on it. It is a ********** Beetle convertible. He put it on the truck on the bottom under a huge diesel truck. The car sustained lots of damage! Cracked windshield, dented hood, 3 dents on the right fender along with numerous chips of paint missing, grease all over convertible top, scraped bumper on left and right side. I have pics of the car before it went on transport truck. No dings, dents, cracks or soiled top. Nothing was noted on BOL. Auto star transport was contacted immediately upon cars arrival. They are not accepting any liability at all. I am able to supply pics. *********************************

  

  Business Response

  Date: 07/26/2023

  The customer placed her order on 06/28/2023. That same day, she signed and returned her contract. She signed a second contract on 06/29/2023, thus understanding and accepting our Terms and Conditions each time she signed the contract. The First Available Pick-Up date in both contracts, chosen by *********************************, was 06/29/2023. On 06/29/2023, we secured a carrier and dispatched her order to Bluedot Transport LLC with estimated pick-up date on 06/30/2023 and estimated delivery date on 07/05/2023. Vehicle was picked up on 06/30/2023 and delivered to customer on 07/05/2023 as scheduled. As per our Terms & Conditions, 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. 
  There was no damage to this vehicle on the windshield. This is not a legitimate claim. The seller did not disclose these damages to the buyer and we would recommend her taking it up with the seller. Furthermore, the vehicle was in the same condition as when it was picked up (pictures included in the signed bill of lading) considering the bill of lading was signed stating vehicle was received in same conditions. We suggest the customer talk to the seller to find a resolution. 

• Initial Complaint

  Date:06/19/2023

  Type:Customer Service 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 completed a transaction with Autostar on *** 17th and was asked to give the date to have my car picked up. I was receiving orders to leave the desert on June 22 so I put the 21st so that I could have my car shipped to my house and fly home. I paid a 175 dollar down payment and then heard nothing for a month. Two days before I was supposed to have my car picked up I called and asked what was going on where they assured me again they would have a driver by that date. Then the day before the agreed upon pickup date they call me and tell me that that havent found a driver to pick my car up and *** not be able to for a week. They start claiming that the date I gave them was actually just the first day in a range of five days they have to get a driver. I have booked flights and events for when I get home that are non refundable, and because they didnt do anything for a month I am forced to cancel all of those and drive across the country on a car that *** not handle it so I dont run delinquent on my orders. They have no timeline on when they will have a driver, and have not done anything that I am paying them **** dollars for.

  

  Business Response

  Date: 06/21/2023

  Order has been assigned a carrier and confirmed picked up on the very FIRST day of availability.   Vehicle is currently in route. 

• Initial Complaint

  Date:06/14/2023

  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.

  I signed a towing contract with Autostar in March, and they arranged for a carrier company to tow my vehicle. However, the driver took my car without permission and drove it for 100 miles, causing damage. I have photographic evidence of the car's condition before and after the towing. The driver didn't ask me to sign the Bill of Lading (BOL), but it was sent to me later with a forged signature. Autostar hasn't initiated any claim, and the insurance company has rejected my claim. I have chat records and photos as evidence and need legal advice.

  

  Business Response

  Date: 06/19/2023

  AutoStar Transport Express did everything within their power as a a broker to assist the customer.    As a broker, we can only act as a mediator between carrier and customer and hold no liability to any alleged damage to vehicles.    The carrier's insurance company denied the claim due to lack of proof that the damage occurred during transit and was not pre existing.   

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20186408
  
  I am rejecting this response because:

  The carrier company agreed to pay for the damage at the beginning. However, AutoStart is not trying to content with them anymore since the progress goes into insurance company.

  As a broker company, you should have a contract with the carrier company with pays customers at certain amount in case they break the rules.

  You are just making excuse and refuse to deal with the damage that occurs during the transportation. The driver also took the picture for my vehicle before the transportation, my vehicle was not losing any parts at that time!!!!

  

  Business Response

  Date: 06/26/2023

  As previously stated, AutoStar Transport Express is only the broker and as such stated in the contract, that we are not liable for any alleged damage that might have occurred.  We can only act as a mediator between carrier and customer.   We assisted the customer in filing a damage claim with the carrier's insurance company, and the claim was rejected by the insurance company.   The customer has all the carrier information and should speak directly to the carrier company if they feel they are owed compensation for alleged damage.   

• Initial Complaint

  Date:06/05/2023

  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.

  On 5/31/2024 reached out to AutoStar, for shipping of my vehicle. ********************* told me in 2 hours he would get me a carrier, I never heard back from him. I tried to call but never got through to him. Since I had an urgent to ship the vehicle, I found another carrier and I emailed they to cancel, they then sent me back a note that stated I lost my deposit, basically their commission. There is no concern for the customer. Found another broker that in 1 hour found me a carrier for my vehicle. I strongly recommend about using this broker. The customer should not be charge unless a carrier is located and booked. This business is a scan, making money out of you while you wait for a service that never materializes.

  

  Business Response

  Date: 06/06/2023

  Customer agreed to all terms and conditions when they signed the contract. Contract is VERY clear about dates and guarantees. (There is no fine print) We offer a full money back guarantee if we are not able to perform our services within the contracted time frame, but the customer must also agree not to hire another broker and allow ** the agreed upon time frame. Customer breached the contract on two occasions by hiring another broker while still contracted with **, and by cancelling within the contracted dates.

  Customer admittedly signed with another broker while still contracted with **, and cancelled his order while still under contracted dates.   

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20146427
  
  I am rejecting this response because: ********************* promised me a carrier in two hours and asked me to sign the contract. He lied to me and never got back to me. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/15/2023

  Type:Sales and Advertising 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 May 3, 2023 I signed a contract with AutoStar transport Express the employee assured me he would have my vehicle Transported and delivered by May 14, 2023 to my daughters apartment in ***********, **. i signed the contract in good faith with *********************. On May 12, 2023 ***** informed me he had no driver but would have one the next day May 13, 2023. My husband who is disabled ended up driving the car to *********** On May 14, 2023. The company broke the contract and refused to refund my $200.00. I spoke with ************************ the manager and she said no I can't get my money because I broke the contract. In the mean time they are still looking for a driver. They broke their own contract by not transporting my car to ***********. I want my money back and I plan to report them to the police **** as a scam.

  

  Business Response

  Date: 05/16/2023

  We have reviewed the order further, and decided to refund the customer.   A full refund has been issued.

   

• 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.

  I needed to book a transport of a large vehicle asap. I called on a Friday and told them it HAD to be picked up over the weekend as it was going to impound on Monday and they assured me they could get it done. ***** promised it would be picked up on time. He sent me a text message that he would reach out once the driver was there. He was then unreachable. I called numerous times, until the end of the day on Saturday. He never once answered his phone. When I called the office (twice) I was first told I would have to wait for ***** to handle my account. The second time I was told that they could not get a driver and that I should have no problem getting a refund if I called customer service and management. I called customer service and they informed me that if I cancelled then I could not get a refund as it was in their contract, even though they had represented otherwise. I did not cancel. I got a call on Monday morning from ***** that he was cancelling my order as it was no longer at the address I knew it to be at. He said I could reach out to customer service for a refund. I then got an email within 5 minutes that I was not eligible for a refund as I had cancelled. I reached out to customer service and was told all they could do was reopen the order and hold my money until I got an address. As the vehicle has been impounded and I cannot afford the impound fees, there is no longer a vehicle to get. I was told by three different people I would be refunded only to then be told they would be holding my deposit indefinitely.

  

  Business Response

  Date: 04/25/2023

  Customer requested to have the vehicle picked up immediately, and was told that we would try, but nothing guaranteed.   Customer was sent a contract, that clearly states that dates are NOT guaranteed, and that we do have 5 business days to locate and assign a carrier.   Nothing was charged to the customer until that contract was signed, which is an agreement within the contract itself.   No one ever promised a pickup date of the 22nd, and no one ever told customer they would be issued a refund.    We were willing to fulfill our contract obligations and locate a carrier within the contracted time frame, but customer made the vehicle unavailable, and thus the order was cancelled.   If the customer can make the vehicle available for pickup, we would be more than happy to assist in getting that transported. 

   

  

  Business Response

  Date: 04/26/2023

  I am attaching the signed contract again.  

  Its mentioned in Clause 4.

  4. 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. AutoStar Transport Express LLC will designate a Carrier to perform the carriage of the
  vehicle(s) from origin to destination. There are absolutely no guarantees regarding pickup or delivery times and dates. Neither
  AutoStar Transport Express nor the Carrier shall be held responsible for loss or damages occasioned by delays of any kind or
  for any reason, car rental fees, or any accommodation fees. Neither AutoStar Transport Express nor the Carrier shall be held
  liable for the failure of mechanical, electrical, or operating parts of Customers vehicle(s)

  Again in Clause 18:

  18. The customer understands and accepts that there is no guaranteed pickup or delivery dates.

  And Clause 19:

  19. The customer understands that the first available release date is NOT a guaranteed appointment date.

   

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19975294
  
  I am rejecting this response because:

   

  I was lied to in order to get this contract. I told after this point several times by several employees I would be getting a refund. Further, I hired this company on Friday. I was told to give them 5 days, it has been more than 5 days, 1. 2, the company cancelled this contract in a false attempt to keep money they had no right to keep. The consumer did not cancel this contract. 3- the company did not hold to their own contract and did not even attempt to find a driver. A refund is expected. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/28/2023

  We strongly stand by our account that no one ever lied to customer at anytime, and no one ever promised a refund.   

  Customer was fully aware of the terms and conditions before signing the contract.   If customer believes they were verbally told something that contradicted what the contract says, why not call our office first and question that?   Customer was never told that we had a carrier prior to booking their order.  

  Customer sent the following email on 04/22, clearly indicating they wish to cancel the order.

  *********************;started the conversation
  From: ********************* <*********************>
  Apr 22, 1:31pm
  Anyone
  , 
  Active
  I do not agree and did not sign up under these pretenses. I was told it would be picked up today. I only agreed to transport with your company under that premise. As it is not being picked up because ***** didn't come in, and because it wasn't supposed to be charged until it was assigned per your own contract, I will expect it to be fully refunded.
  
  

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19975294
  
  I am rejecting this response because:

  the email provided clearly states I do not agree to the cancellation request. It was a response to a cancellation request email sent on the 22nd. It states: I do not agree. Therefore; the order should not have been cancelled. The order was actually not cancelled until the 24th per email sent from them following a phone call in which I did call to get clarification, yet still did not cancel.  Further more, per their own policies and contract, cancellation requests made by phone are not valid and will not be considered. I stated I did not agree and made complaints about the contract. Complaining is not agreement. The simple act of emailing without agreement is not cancellation. The customer service agents and management were not remotely helpful, did not even listen to my issue, cut me off every single time I spoke, hung up on me or put me on excessive holds, and refused to listen to their recorded calls in which I stated I would not cancel without refund and that the order needed to be completed at the initial address. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/11/2023

  Type:Customer Service 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 ordered a car transportation services and my car was supposed to be picked up from **************, ** on March 2nd and delivered to the **********, **. I have been waiting since then (today is March 11) and the company keeps saying they are looking for a driver. I moved to CA and keep renting a car via **** as the Autostar transport keeps delaying the car pick up. They finally found a driver who called me yesterday on March 10th and stated the was was going to be picked up before 6pm that day. After that the driver disappeared, stoped answering his phone and never picked up the car. I am requesting the AutoStar transport to refund me the car rental services until my car gets here and since they failed to arrange the car pick up on time.

  

  Business Response

  Date: 03/12/2023

  We sincerely apologize for the delays associated with this order.   The first carrier that we assigned to this order had mechanical failures with their truck and it had to be taken to the shop.  The estimated pickup was going to be a few days delayed, so we assigned another carrier who was able to pickup the vehicle yesterday 03/11, and the *** for CA is the 15th or 16th.    It's very unfortunate, but delays are common in the transport industry, and thus the reason for our no guarantee dates.    Very sorry, but we do not pay car rental expenses.   

• Initial Complaint

  Date:12/09/2022

  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 am requesting reimbursement in the amount of $195.00 from AutoStar Transport. I was advised that my car will be picked up on 8/13/2022. When the carrier showed up, he did not have space to inside his carrier because he thought he was picking up a motorcycle. I contacted the rep at AutoStar and he advised he will try to locate me another carrier. I advised him, as we previously discussed, I was flying out on 8/16/2022 and the car had to be picked up by Monday. I spoke to him on Sunday, and he had not located another carrier as of yet but was still trying. I told him I will look as well because I need the someone by Monday, 8/15/2022, prior to my departure. I was able to locate a different carrier and advised AutoStar rep and asked if he located anyone. He told me to go with the carrier I located because he could not guarantee he will find someone by Monday. I attempted to get my refund back from AutoStar managers and was denied. Also, filed a dispute with my credit card company and they were unable to reach a settlement in my favor as well. This complaint is solely regarding my vehicle which was initially ordered/confirmed for the additional deposit of $195.00 on 5/9/2022. I do not feel I should be liable for the Carrier making the mistake of coming to pick up a motorcycle and it was a car. The AutoStar rep spoke to the Carrier the day he arrived and explained to him the contract clearly stated a car, and he sent me a copy of the contract the Carrier rep accepted. I spoke to AutoStar managers and all they were concerned about was the money and it was non refundable and I did not give the sales rep **** to find another vehicle, which is untrue, because he started looking on Saturday and by Sunday afternoon he still did not have a replacement carrier. The managers apparently does not care about good customer service, its all about the money. This $195.00 should be charged to the Carrier not by the customer who suffered from this transaction. Thanks.

  

  Business Response

  Date: 12/21/2022

  Customer placed an order with us on 05/09/22 to transport a vehicle in August.  We located and assigned a carrier on the very first day of availability set by the customer.   Yes, the carrier mistakenly thought they were picking up a motorcycle and for that we apologized to the customer and were set to begin a search for another carrier immediately but the customer chose to cancel the order, while still under contracted dates.   As a courtesy, and under no obligation on our part, we offered the customer credit that was valid for a period of 6 months.   On October 22, customer placed another order to move another vehicle, and the credit from the previous order was applied to the new order, just as we had informed them, we would do.   The first day of availability for this new order was set for December.  Customer again signed a contract.  In mid-November, customer cancelled the new order BEFORE the first available release date, which is a clear breach of contract and results in a non-refundable deposit.    We attempted to work things out with the customer, but they opted to keep the order cancelled.  AutoStar Transport Express did everything we could to assist the customer, everything was done to the letter of the contracts they signed, and we wish them well.  Please see attached contracts for both orders.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18550511
  
  I am rejecting this response because: I want a refund in the amount of $195.00, Autostar was unable to locate a carrier for the promised/scheduled date for the pickup, due to the carrier not being able to fit my vehicle in the trailer.  I will not be utilizing the credit issued within 6 months or no time soon.  Again, I should not be held accountable for a mistake on the carrier's part.  Autostar should hold the carrier responsible.  Also, if this matter cannot be resolved by BBB, then I will submit a claim through ***** Smalls Claim Court.  

  Please advise if this is what I should do next.  

  Thank you for your support and cooperation in attempting to resolve this matter.

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

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18550511
  
  I am rejecting this response because:

   

  
  

  Also, after reviewing AutoStar Transport Express, LLC attachments, one of the attachments is incorrect and is not the original contract I received from the rep in August.  I am attaching the contract I originally recieived relfecting the $195.00 additional deposit made on my credit card ending in 4471.  There contract shows my husband credit card number which I did not use to reserve their services.

  
  

  That is a discrepancy in their response.  Also, I am attaching the AutoStar Transport Express, LLC dispatch agreement to the Carrier assigned to pick up my vehicle.

  
  

  Thanks again for your assistance in this matter.

  
  

  Regards, 

  ******

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

  

  Business Response

  Date: 12/29/2022

  Again........we acknowledged that the carrier made a mistake and for that we apologized.  However, when the customer cancelled, we were still under the contracted dates.  By contract we still had two more days to locate another carrier.    By the customer cancelling before the end of the allowed 5 business days that was contracted, we in affect were not given the opportunity to fulfill our contractual obligations, and by cancelling early, the customer forfeited their deposit.   As stated we gave the customer credit of that $195 which they used some months later on another order.   On that order, they cancelled well before the first day of availability, which is a clear breach of contract and results in a non refundable deposit.   The customer agreed to and signed two separate contracts that clearly shows they were in breach of contract on both occasions.

   

   

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18550511
  
  I am rejecting this response because:  I still do not feel I should be responsible for the Carrier assigned mistake.  Also, I further told Auto Star Rep, that I was leaving by air flight on the following Tuesday early morning.  The Rep still had not gotten another carrier on Sunday.  I told him I did not have anyone to meet the new carrier and I would start looking for one as well.  I found someone later that day on Sunday and I told AutoStar Rep I found someone (he still had not) and advised me to take the one I found.  Time was of the essence, and I could not leave my car behind, 

  I still feel that this company is not being considerate on my part and giving me a credit for 6 months which I could not use. 

  Unfortunately, during the time my husband tried to use the credit, thier price for relocating a vehicle was extremely higher than other transportation companies, and that is why my husband chose a different company, and only a tentative date for pickup was given.  No carrier was assigned.  

  And my complaint has nothing to do with my husband contract.  This is totally different matter I am pursuing.

  I will try to recover my $195.00 through Miami Smalls Claim Court.  Only resource left for me to submit my complaint against AutoStar.

   

  Sincerely,
  
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