Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/14/2023
Type: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 9/6/22, I had my car transported from ************ to my home Their order ****. Everything went well but I did not get copy of the invoice.On 9/8/22 I sent an e-mail requesting copy of the invoice. No reply.On 9/15/22 I sent another e-mail reminding them of my previous request. No reply.On 9/24/22 Again another request by e-mail and again no reply.In order to file a claim for this transport and getting no satisfaction from the provider I used the copy of my credit card statement.Now that the insurance is finally trying to settle my claim, they let me know that they cannot use a credit card statement, They need a copy of the bill.In the last week I have contacted the ******************* several times and have been unable to get satisfaction. In fact I called again this morning and before I even said two word the person answering hanged up on **** had good service from them and don't understand why such a simple matter cannot be resolved.****************************
Business Response
Date: 03/14/2023
We have no idea who this customer is actually trying to contact. We have no record of ever shipping this vehicle. Every vehicle we transport, we always send a conformation/reciept e-mail. It is not possible for us to ship a vehicle without sending a conformation e-mail.Customer Answer
Date: 03/15/2023
The deal was made over the phone there was no contract. I can provide copy of the charge on my credit card,
****************************
Customer Answer
Date: 03/17/2023
Complaint: 19593675
I am rejecting this response because:As this deal was made over the phone I have no contract but here is copy of my credit card statement showing the provider and amount charged.
Thanks for your help.
****************************
Sincerely,
****************************Business Response
Date: 03/17/2023
Can you tell us what is the make and model? From where to where it was shipped? When was it shipped?Customer Answer
Date: 03/21/2023
Complaint: 19593675
I am rejecting this response because:It was order 0357
The transport was for a Tesla, *********** Sep 6, 2022
From Tesla shop in ************ to: *********************************
Sincerely,
****************************Business Response
Date: 03/27/2023
Please let us know more information about the vehicle and we will send you a conformation/reciept.Customer Answer
Date: 03/28/2023
Complaint: 19593675
I am rejecting this response because:It is a 2015 Tesla model S 70D 4 doors Gray.
License plate: *******
**************************************
Sincerely,
****************************Business Response
Date: 04/03/2023
24/7 Hot Line: *************
Thank You for choosing to ship your vehicle with Van 3 Auto Transport.
Invoice Number: ****
Date Submitted: September 09,2022
We have received your request to ship your 2015 Tesla Model S from ************, **, *** to *******, ** , *** . Your invoice number is ****. This is your final invoice for our car shipping service.
Your credit card was charged $450.00 on 9/2/2022. This is the final price for our car shipping service.
You will get a phone call once we have assigned a driver to pick up your vehicle in order to notify you on what day and exactly at what time your car will be picked up.
If you have any questions regarding the shipping of your vehicle please feel free to call or e-mail us and we will be more than glad to help.
We look forward to making your next move you BEST move.
GoTo Van 3 Auto Transport website
************
Van 3 Auto Transport
************* Business Line
************* Direct Line
www.van3autotransport.comCustomer Answer
Date: 04/06/2023
Complaint: 19593675
I am rejecting this response because: The credit card was charged on 9/6/2022 not 9/2/2022.It might be OK. but I need to see if the insurance company will question it or not.
Sincerely,
****************************Initial Complaint
Date:10/27/2022
Type: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.
We are disputing the transaction from Van3AutoTransport on Feb 10th.The agreement was for a $250 deposit and $900 on delivery.First, Van promised a pickup on February 21st or 22nd. When the pickup didnt take place we initiated the first dispute because **** claims to call you a day before to confirm the pickup day and time window (ie we should have heard from them either Feb 20th or 21st). Moreover they never called or emailed me to inform me why the pickup didnt take place. I emailed and called them several times and got no responses until the morning of the 22nd claiming they had a mechanical issue that was out of their control.On the 23rd,the pickup did take place and we lifted the dispute.We agreed the charge back would be sufficient to continue with the contract (see his confirm email. I even emailed him proof from chase showing the dispute was lifted. Then he emails me saying we need to send them Zelle or cashApp (which we did not due).HOWEVER, both **** and the driver they sent to pickup the car promised a delivery of the car on February 28th (see email proof). My car arrived March 4th. Furthermore, upon delivery the driver demanded $1,050 or he wont release the car when it should have only been $900.Here is proof of the $1,050 that was sent to the driver.Therefore the initial $250 deposit should be REFUNDED in full. Furthermore, **** and his so called supervisor ***** keep playing games. **** says which email did you send you email to and I told him the one we have been communicating with all along the only email I have for you. ***** claims that he cant see the case and need to talk to ****. Even on Thursday, March 3rd he claimed the driver will deliver the car that evening and that didnt take place (see text message).I attached text message showing they are willing to refund the $250 as well as an additional $50 if I remove a negative review.Business Response
Date: 11/08/2022
This complaint was resolved about 7 months ago. The customs was refunded as he requested. He is the one who tried playing games because of a one day delay. Because we were delayed, he did not even give us a chance to explain. He filed for a chargeback right away. He received his money back immediately. We have done everything he requested. We have no idea why he waited 7 months to file a claim with the BBB.
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