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:01/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Erin and Bills transport is attempting to shake me down for additional money to complete the delivery job I hired them for. I spoke directly with Kim, the transport coordinator and was told the vehicle would be flat bedded to my location at no additional charge. Today kim told me she can change anything she wants and now is changing me an additional $100 to have the vehicle delivered to my location.

  

  Business Response

  Date: 01/07/2025

  I attached the email thread that states I was always bringing the vehicle to  our yard.  I don't understand why the customer thought any different.  I never said I was delivering it.  I offered delivery for an extra $100 fee to be nice.  The vehicle does not run and drive and it was difficult to unload at our location.  I never discussed delivery to him and I'm not sure he has a way to even unload it off my truck.

   

   

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Please
  see attached invoice and release form. The driver will need a printed
  copy of the release form for pick up. Please provide me a quote and time
  estimate.
  

  Erin Thomas
  Fri, Jan 3, 12:43?PM (4 days ago)
  
  I have this scheduled for Monday pick up, Delivery to our location the following day. It will be $800 Thank you, Kim
  

  MATTHEW CAROZZOLO
  Fri, Jan 3, 1:10?PM (4 days ago)
  
  Kim,
  I agree to the price. Please proceed. Contact me for anything
  additional. Thank you, Matt 716-698-1653 Sent from Yahoo Mail for iPhone
  MATTHEW CAROZZOLO
  Mon, Jan 6, 3:45?PM (21 hours ago)
  
  Kim, I have not heard from the driver. Are you able to provide a status? Thank you, Matt
  Erin Thomas
  Mon, Jan 6, 4:12?PM (21 hours ago)
  
  The driver picked up this afternoon. As soon as the driver gets back I will call you and tell you it is here. Thank you, Kim
  MATTHEW CAROZZOLO
  Mon, Jan 6, 4:14?PM (21 hours ago)
  
  Thank you for the quick reply. I look forward to hearing from you. Matt
  Erin Thomas <[email protected]>
  12:17?PM (1 hour ago)
  
  
  
  
  
  

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ******* *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/01/2024

  Type:Delivery 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 purchased a vehicle in Orlando that was to be shipped to Rochester N,Y. I was told the transportation would take 48 to 72 hours. The vehicle was picked up on 9/27/2024. I placed a call to Erins transportation on 10/01/2024 the call was to simply get an ETA on spoke with a Kim who was very rude. I told her I wasn't trying to give a hard time just get an ETA. After placing a review of my service on ****** Erin called yelling threatening to ship it back to Buffalo and keep my car 29 days. Because he knows his rights he has 29 days to deliver.

  

  Business Response

  Date: 10/02/2024

  mr ***** called in the morning and was very rude and yelling  to the dispatch manger about where the car is and she told him it was in butler pa driver had to wait to deliver cars  it will be in today.then he started yelling at her so she told him we will call when we are on the way to deliver.mr ***** called back and got erin on the phone and was told the same thing when the truck gets in it will be there today 10/1/24 by 5 he was yelling that he was told 48 to 73 hours that was not by us it was the broker he booked it thru and he also did not care about the hurricane helene that came thru .the driver called mr ***** when he was on the way to deliver thats is when we found review he wrote erin called and ask what is that about and he started yelling and telling us what bad service then hung up on us so  that made my driver FEEL UNSAFE TO DELIVER  so we told him it will  be in buffalo at the yard and he can pick it up with a police escort after the threats he made to us . 

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  On Monday 9/30/24 I left a message inquiring about the delivery of my vehicle. Tuesday morning I called the business again and spoke to Kim requesting the estimated time of the delivery of my vehicle- Kim advise my car was in Butler PA and for me to ****** it- I advised I'm not trying to give her a hard time and that due to running a non-emergency medical transportation company I am requesting an estimated time so I would be available for delivery. I asked Kim if she was the owner or manager and that is when Kim stated Erin was and that I was being difficult and disconnected the call. I called back and spoke to Erin the owner and he also was unable to provide an estimated time and they will call me an hour before delivery. After the call I posted a ****** review of the negative experience I encountered with customer service. His driver than called me stating he was an hour away. Within 45 minutes i get an irate call from the owner Erin regarding my ****** review. He questioned if i gave him a ****** review. I advised yes I did regarding my dissatisfaction of my service. He then responded with yelling he was going to call his driver to turn around and not deliver my car. At that point I told him I will file a complaint with BBB. After he had the driver turn around, he then sent the text that I have attached. I also attached screen shots of the time he had called as well as my ****** review with time stamps. The only statement that this business can claim is a threat was when I advised I was putting a complaint with the BBB. At this juncture I have paid for a service that has not been rendered. They should deliver my vehicle and can be accompanied by police escort if they claim to feel threatened or drop my vehicle w no contact. This is a service I have already paid for and they are located 45 minutes away which should cause no delay in time.
  
  
  
  Regards,
  
  
  
  ****** ***** Sr
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/03/2024

  I have reviewed rejection for complaint ID ********  

  We try to run our business very smoothly and we have very happy and satisfied customers.  You did not accept our customer service. Arguing with everyone and making false claims on ****** and contacting the BBB was not necessary.   We didn't have the answers you wanted to hear at the time of your phone call.  On Monday 9/30/24 when you were inquiring about
  the delivery of your vehicle you were badgering Kim for a exact time. She couldn't give you the exact time because the driver was not in our area yet.  Kim tried explaining to you how our delivery works and she ended up getting fed up because you did not accept her answers and it snowballed from there.  After your discussion with Erin, he told you that your vehicle would be delivered before 5pm that day.  No delivery time is guaranteed in this business.  This is stated on our "Terms and Conditions" on the back of the BOL that was signed on pick up.  We would of called you to set up your delivery when the car was in town.  Your negative ****** review was shocking to us especially when our services were not completed.  As soon as our driver came in we were on our way to deliver your car.  We did everything we were suppose to do. At this time we will not deliver your car.   You already agreed to come to our location with a police escort to pick up your vehicle. 

  Customer Answer

  Date: 10/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  When responding we're supposed to be truthful. Only contacted you once Tuesday morning. This is bad business practice. Erin called me yelling at me about my review, I'm 47 not a child so I told him he had no reason to call me. Then disconnected the call. At no point did I convey that I would come get the vehicle.  This service was paid for so why would I pick the vehicle you without any compensation.Erin had a temper tantrum and called his driver to turn around after the vehicle was 45 minutes in route to a 1 hour and 10 minute destination. The text message was sent from Erin after I called the driver back to comfirm that he indeed had turned around, once he didn't arrive. Not once have we discussed me picking up the vehicle. I never responded to the text message. Which said I'd receive a call to pick up vehicle. Now after being paid Erins auto os trying to use bully tactics for me to drive approximately 140 mile to and from to pick up my vehicle. I was advised by Central dispatch and FMCSA. To have the authorities involved by reporting the vehicle stolen, being it wasn't delivered. These guys had an obligation to deliver. Because of a bad review Erin decided to put me through the hassle because he feels he can. This was never agreed upon.
  
  Regards,
  ****** ***** Sr