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:03/24/2023

  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.

  February 13 staff at Auto Driveaway, DBA U.S. Auto Movers, said they would get back to me with an appropriate refund for the difficult experience I had getting my car back from ******* in February by them. They took my car down to *******, in December, for a one month stay uneventfully.In January, I called the office in MA for directions concerning the return trip. I was told to have the car at ******************* in *************** on January 30 in the AM; My car needed to be in MA on February 4. The rig going to MA was already at the terminal. Unfortunately, my flight was delayed. I was unable to get to Canton before the office closed. I had no communication from Auto Drive Away so I presumed it arrived. On February 6, I arranged for transportation to Canton, since I did not want to have to use a rental car in MA like I had to for 6 days in *******. But, when I arrived my car was still not there. No one called to let me that. It was NOT. The employees did not know where it was. On February 13, I got a call that my car was being brought to my house. I did not ask for that to happen. It must have just come off the transport rig because it was filthy and had several small new dings.On February 20, I received a check for $100 which I assumed was reimbursement for diesel fuel prices coming down. I called the office again, was told ****** did not come down in price and that was my promised appropriate(?) refund. It was also mentioned that there was normally a charge of $100 to bring a car to someone's home. I did not ask for my car to be brought to *******, That is ridiculous. I was inconvenienced from January 30 to February 13. I paid $2600 for roundtrip car transport in one month, which should have taken less than a week. I am very sorry I did not read the comments about Auto DriveAway DBA U S Auto Movers. I have not cashed that check. It is totally inadequate. I am still waiting for an appropriate amount.******************

  

  Business Response

  Date: 03/28/2023

  We have done business with ******************* for multiple years without incident.  *********************** car was dropped off on 1/30/23 at our terminal in **************.  Her requested date of 2/4 was noted.  Our driver ended up in the hospital and the vehicle did not come to our terminal until 2/7.  Our office always calls when the vehicles are ready for pickup, ******************* did show up to pickup on 2/6 however the car hadn't arrived yet.  We always advised that vehicle transport does take up to 7 days, in this case it took 8 days.  Once the vehicle arrived we offered to deliver the vehicle at no charge to ******************* to offset the inconvenience of her having to pick up the vehicle at our office.  We delivered the car on 2/8, two days after it was expected, not 2/13.  We also sent a $100.00 check for the upset of the late delivery, between the delivery and the check, a value of $200.00.  We did not deliver on 2/13, per our records ******************* had her car on 2/8/23.  We apologized for the inconvenience and the upset and our offer to deliver and compensate was accepted at that time.  Please call our office for further information if needed.

  Customer Answer

  Date: 03/29/2023

  I would like to correct some details made by Auto DriveAway. Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am rejecting the response made by Auto DriveAway to my complaint. I called the ************* from *******, in the
  middle of December, ******************************************************************************** so that I could
  pick it up on February 4, 2023. I dropped the car at the ******* terminal on January 30, 2023 as instructed. The
  transport rig was there when I arrived.
  
  My flight to Massachusetts was delayed. I was unable to get to Canton before the business closed on February 4. I was
  not called about the delay or the driver's illness even though my specific needs were known. I went to Canton to get my 
  car on February 6, 2023. It was not there. I received a call on 2/8/2023 from an AutoDriveAway employee, who wanted                                                             to confirm my home address, as he was on the way to drop off my car. I never requested home delivery, which has a
  fee of $100. How can a free gratuity be given for something that was never requested?
  
  I had to use a rental car in ******* for six days and one in Massachusetts for 2 days so that I could manage my affairs. I
  also had expected a refund for transport fuel since I assumed that price declined as had auto fuel. The office said that was 
  not the case and there would not be a refund for that.
  
  I did receive a check for $100 which I assume was for the late delivery. I paid over $2000 in one months' time for car transport
  to Auto DriveAway. The value of compensation expressed of $200, which included a $100 check, is totally inadequate for the
  inconvenience and expenses I suffered. I have not cashed the $100 check and am still hoping a proper settlement will be made.
  
  ***************************** 

  

  Business Response

  Date: 03/30/2023

  As mentioned, we provide an estimate of 7 days total transit time from *******, in this case it arrived in 8 days.  We offered compensation in the form of a delivery to the customers home to offset the inconvenience plus the $100.00 for the upsetting delay of 1 extra day.  If the customer could kindly forward the receipt for the 2 days of rental in Massachusetts we would happily reimburse those fees as well.