Complaints

This profile includes complaints for Shaughnessy Overland Express, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Shaughnessy Overland Express, Inc. has 3 locations, listed below.

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• 

  Shaughnessy Overland Express, Inc.

  3845 Beck Blvd STE 826 Naples, FL 34114-1218

• 

  Shaughnessy Overland Express, Inc.

  PO Box 267 Marco Island, FL 34146-0267

• 

  Shaughnessy Overland Express, Inc.

  860 Bald Eagle Dr STE 3 Marco Island, FL 34145-2567

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:08/03/2023

  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 contacted RMS for Auto transport from my address in ********* to my address in ********.My original request was to deliver the car to ********** **.A change was made in plans and I then requested the car to go to ******. At the time the change for the delivery to ****** was requested I indicated I did need flexibility as if there were a change the car would have to continue on the second leg and continue to Carbondale.The RMS transport redid the contract going to the original destination of Carbondale.The vehicle was picked up on July 17th with delivery estimated between 10 and 12 days.On July 24th I received a call from the dispatch in ****** saying the car was in ******, when I was going to pick it up as they would be charging me a per diem daily fee to store the vehicle.I reviewed with dispatch that the contract was updated back to the original contract and the vehicle was to be delivered to Carbondale.The dispatch person reviewed the contract and said yes the vehicle is going to Carbondale will let you know when it comes we'll try to get it to you soon.( I was unhappy the vehicle had been sitting in ****** for more than a week)Due to the later rival of vehicle and the remote location that I am in ******** I had to rent a car.From July 24th until July 30th I did not receive an update from the dispatch on delivery of the car.July 31st I contacted the dispatch to request delivery of my car again.At that time they told me that vehicle would arrive August 2nd between 12:00 and 6:00 p.m..On August 1st I was contacted again by dispatch saying that the vehicle would arrive August 2nrd at 12:00 noon.August 2rd at 12:00 noon they called to say the vehicle did not leave ****** and therefore would not be arriving in Carbondale.I contacted RMS Auto brokers who wrote the original contract to get them involved so I could get my car.They told me it was out of their hands.RMS did not complete the contact for delivery and is refusing to facilitate.

  Business Response

  Date: 08/09/2023

  CLIENT CHANGED DELIVERY ADDRESS AND THAT CAUSED A DELAY IN TRANSPORTING THE CLIENT'S VEHICLE. CLIENTS VEHICLE WAS DELIVERED 8/3/2023 AT 3:07 PM CST. WE HAVE ATTACHED THE ****

• Initial Complaint

  Date:06/09/2023

  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.

   
  Complaint: 20156809
  
  I am rejecting this response because:
  I was NEVER told to take my EZ pass out of my car. I had my car transferred to ******* from ** with a different company and my EZ pass was not charged. Good faith?  This company would not know good faith if it smacked them in the face. I am not looking for anything but their EZ statement to see if they were charged as well.  I can then forward to EZ pass to get a credit. Why is that so difficult?  Im sure they get statements like everyone else. Theyre a terrible company. Underhanded and not very nice. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/23/2023

  Please see on our terms that all personal items are to be removed from vehicles.  Also tell her that this BOL shows her car was in in enclosed trailer at the time the ** pass was charged.

  /We paid her $58 as a gesture of good faith when she first complained about it.  Then she cam back asking for more money.  

  It is her own fault she left it in the car.  We expressly tell you to remove it.  All our vehicles have either Ezpass or Sun Pass so we do pay the tolls but it is impossible for us to figure out which would be hers.  

• Initial Complaint

  Date:09/23/2022

  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.

  
  Complaint: ********
  
  I am rejecting this response because: everything they wrote is a lie and they know it and their driver **** knows it very well.
  
  Sincerely,
  
  ***********************ding in the middle lane with a dead car and making phone calls for my friend to come give me a jumpstart the driver asked me to sign the delivery sheet which I did and paid him by check. I did a quick look around but didn't notice anything until we pushed the car to the side complex entrance that I noticed a dent, I showed it to **** the driver and asked him to mark it on the sheet, he marked it on my yellow copy of the sheet because he already took the white one inside his truck. I asked **** my rep on what are they going to do about the dent and after several pictures and back and forth he told me that I signed the white copy and there is nothing they can do, I asked **** to talk to **** the driver who was here when I saw the dent and asked him to mark it but I guess that didn't happen. I am very disappointed at the way Shaughnessy handled my claim and their after the sale customer service. I feel that once they received the money they didn't care about customer service.

  Business Response

  Date: 11/10/2022

  Shaughnessy Overland Express did transport the client's car. The client purchased the car sight unseen from the seller. The drivers noted any damage seen at the time of pick up which the client was not present at that time. We were NOT notified of any drive ability problems with the car prior to picking it up. We charge additional fees for vehicles that have drive ability issues. Our drivers are NOT responsible for dead batteries. The battery was 5 years old in a vehicle that had been sitting and needed to be replaced. Our invoice/dispatch sheet which the client signed states our terms and conditions which he agreed to. The client signed the Bill ** Lading at the time of  delivery accepting the car in it's condition. Dead batteries are not our responsibility. We did everything in our power to ensure a positive customer experience. Unfortunately the client should have done a more thorough inspection prior to purchasing the vehicle rather than blame us for the vehicle's shortcomings. The vehicle was delivered to the entrance of the client's gated community as shown in our delivery photos. Our team went above and beyond to accommodate this client including waiving the inoperable fee. Thank you for your consideration.