Complaints

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• Initial Complaint

  Date:03/25/2025

  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.

  I contacted them march 15th needing to get my car delivered for march 19th. The day came I heard nothing I called the next day they said theyd hear something by that Thursday. Thursday came and went I heard nothing. I called they said something about the driver breaking down. Initially they told me that they were not a broker and they had their own drivers. I found out they were indeed a broker therefore they lied. I waited that whole week still had nothing then I asked for a refund per their contract if they dont service me within 5 days I was to be refunded. I have not been refunded or heard anything.

  

  Business Response

  Date: 03/26/2025

  We advised customer that they must sign contract by end of day March 15 to give us enough time to plan for pick up by the19th. Customer finally signed contract after hours night of the 17th. We processed order on morning of March 18th and told customer we will get the vehicle picked up asap but since order wasn't confirmed on 15th it would take more time for us to coordinate the driver for pick up. Normally it takes 3-4 days for us to get a driver there unless they pay for expedite service. Order was processed on the 18th and we tried to expedite the order anyway and assigned driver for pick up on 20th or 21st. Carrier informed us of a break down so we relayed info to customer. We have been looking for another driver in that area to pick up asap. We did our best to accommodate the customer and have full intentions of refunding the customer if pick up is not done by the time allowed on the contract. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23113600
  
  I am rejecting this response because: they never said that the email was sent hours later after business hours they always use the excuse that their driver broke down they initially told me that they were not a broker and that they had their own drivers I eventually found out that they were a broker and they had lied to get my business. Everytime I called they put me on hold for long periods and gave me a BS excuse that they were calling the driver and told me theyd call back at the end of day. I received no call each time. There was also so much background noise that I couldnt hear the customer service agent. I began getting frustrated so I asked for a refund last week. It took for me to file a complaint to issue a refund. Theyre terrible and I will never do any business here. 

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

  

  Business Response

  Date: 03/26/2025

  We refunded the customer today because the contract expired today March 26. Today is the 6th day after the end of the estimated window date for pickup. At the time of the requested refund the contract still hadnt expired, cause we have 5 days after March 20th to pick up the vehicle. We did our best to accommodate the customer but unfortunately did not go as planned which is why we refunded her after the contract expired. We do our best to communicate and give customers the responses in a timely manner. In this industry there are unforeseen and uncontrollable delays that occur and we do our best to pick up every order on time and as promised. Our pick up days are estimated and not guaranteed as stated in our contract due to this. Attached signed contract. We do however pick up 8 out of 10 orders on time as promised, but there will be delays on some orders that we cant control. Contract also states that we may have to broker out the service to one of our network carriers. Once again we apologize for the inconvenience and delay on the order but have issued the refund as requested.