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Business Profile

Auto Transportation

AutoStar Transport Express, LLC
BBB accredited business seal
BBB Accredited BusinessB+Rated by BBB

Complaints

Customer Complaints Summary

  • 36 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/26/2022

    Type:Product Issues
    Status:
    Answered
    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 AutoStar to relocate my vehicle from ** to WA on 10/17. They informed me the soonest available pickup date would be 10/20 and had 5 business days to pick the vehicle up per the contract (10/26), but assured me it would be delivered on time (10/28). On 10/25 I reached out to AutoStar to express my concern the vehicle had not been picked up and they would not be able to make the required deliver date. At this point AutoStar indicated they needed more money to find a driver and I requested a cancellation. I had put down a $175 deposit and requested it be refunded. AutoStar declined the refund indicating I am cancelling inside the 5 day pickup window, however, AutoStar was unable to deliver at the agreed upon price which should result in a full refund.

    Business Response

    Date: 10/26/2022

    As stated to the customer.   The contract (See attached) is VERY clear that we have 5 business days to locate and assign a carrier.   It is not calendar days.   Customer cancelled their order on the 4th business day and thus is not eligible for a refund.    Also, ALL dates are estimated.   There was never any agreement or promise to have this delivered by a certain date.   This also is mentioned very clearly in the contract that the customer signed and agreed to.  Customer was presented an offer we had from a carrier, and they declined the offer which is fine.   We still had time on the contract to complete the order at the agreed upon price.   Customer was never forced or obligated to pay more money.

     

    Customer Answer

    Date: 10/27/2022

     
    Complaint: 18314999

    I am rejecting this response because the business was unable to fullfill the order at the agreed upon price.  They contacted me and said they needed more money.  Am I supposed to believe that they would have been able to fullfill the order at the agreed upon price at a later date when they already told me they could not?  This is unacceptable.

    Sincerely,

    *********************

    Business Response

    Date: 10/29/2022

    We stand by our decision of a no refund.   Customer cancelled the order within the contracted dates.   Customer was never forced to pay any additional money.  As a broker it is our obligation to present all offers we get from carriers to our customers.   Customers most certainly have the right to refuse offers that we present to them, but the contract remains intact until expired. 

    Customer Answer

    Date: 10/31/2022

     
    Complaint: 18314999

    I am rejecting this response because: the business was unable to deliver at the agreed upon price. They stayed do in the response below. I cancelled because they could not meet the agreed upon price. 

    Sincerely,

    *********************

  • Initial Complaint

    Date:08/26/2022

    Type:Product Issues
    Status:
    Answered
    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 quoted me $595 to transport a vehicle, I made a initial payment, on there request, of $195, the remaining $400 upon delivery. Now they want $525 upon delivery. This is an issue of false and misleading statements made by them. They have received my initial payment and should stand by the original quote. Either they pay the difference or refund my initial payment and I will find a reputable company to do business with.

    Business Response

    Date: 08/27/2022

    Good day ***************,

    As your broker, we are obligated to present you with each and every offer we get from potential carriers.   We received an offer from a carrier who was asking for more money for himself, and that offer was presented to you.   That extra $125 was strictly for the carrier, and our broker fee remains the same.   You approved the extra funds, and we assigned the carrier.   

    Since you now seem to have changed your mind about this, we will be cancelling the scheduled pickup with the assigned carrier, we will cancel your order, and a refund will be issued to you on  Monday, August 29th.  

    Very sorry for any misunderstandings about this.   We wish you the best of luck in getting your vehicle successfully transported.

    Regards

    *********************

    Operations Manager

     

     

     

AutoStar Transport Express, LLC is BBB Accredited.

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