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:02/25/2025

  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 *** to have my auto transported to ************* from *******. I was given a quote of $289 for deposit and $500 COD when the car was delivered and a pick-up date of February 3, 2025 of the vehicle from my home. After the deposit was received by the broker, I received a phone call advising me the car would be picked up on 1/31/2025. I was shocked and left scrambling to try to figure out how to make that work. The car was picked up the following day 2/1 a Saturday. I confirmed with the driver that my car would arrive on Feb. 4th as originally agreed. I also contacted the broker several times getting different agents confirming my pickup date would be Feb. 4th. I was flying to ***** on Feb. 4th and wanted to be sure that I was there to receive my vehicle. The person who picked my car up was a different person who dropped the car off. He harassed me to pick up my car early morning of Feb 4th. . The driver threatened to drive my car to ***** and leave it if I did not hurry. I asked him to leave it near the airport and I would have someone pick it up. He refused and continued to harass and threaten me. When my brother and sister finally arrived at the scheduled location, he immediately jumped out of the car screaming at my sister using profanity (He thought it was me) He demanded an additional $200 before releasing the car. Of course there was pushback, and I called the broker; who at that time took no responsibility for any of the miscommunications, etc. The driver had a pistol visible on his front seat in an effort to intimidate my family into giving him the additional funds. We were renting an ****** in an unfamiliar neighborhood and did not want to cause any issues with the neighbors otherwise we would have called the police. Needless to say this ruined the start of our vacation. *** used a bait and switch to get my business and needs to be reprimanded. Roman ********* is the driver.

  Business Response

  Date: 02/25/2025

  Dear **********,
  
  Thank you for reaching out. First and foremost, we sincerely apologize for any inconvenience you experienced. Customer satisfaction is our top priority, and we deeply regret that your experience did not meet expectations.
  
  Our team made multiple attempts to coordinate the situation between you and the carrier company. However, we acknowledge that the behavior displayed by the responsible driver was unacceptable. Please be assured that your feedback has been forwarded to our ***************************** for further investigation. We take such matters very seriously and will ensure that appropriate measures are taken against the responsible carrier to prevent other customers from going through a similarly stressful experience.
  
  As a token of our sincere apology, we would like to offer you a $50 discount code that can be used at restaurants available on ***********************. If you are interested in receiving this discount code, please let us know, and we will promptly send it to your email.
  
  We truly appreciate your time and attention to this matter and once again apologize for any inconvenience caused.
  
  Best regards,

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   I am not satisfied with the response from ***.  They were rude and deceptive in all of their dealings with me.  They and the driver tried threatening me to not go to ************ with negative reviews after I informed them that I would.  They are not sincere in their response.  I paid them $989 - that includes the $200 demanded from the driver to release me car.  *** ignored all of my concerns when I tried reaching out to them to confirm the date that my car would be picked up.  They changed the details.  They originally told me that could not pick my car up on a weekend and picked it up on Saturday after advising me they would pick it up on Friday.  My flight to ***** was reserved way in advance and they knew that I would be in ***** on February 4th; and gave me "approximate" times that my car would arrive.  They treated me and my family like we were "second-class citizens."    Their only remorse is the fact that they have been called out for bad business practices, harassment, intimidation, etc. etc.  I do not accept this "apology" and would like my statement added to their business profile. My family was horrified.  The driver had a gun on the seat of his car when my brother gave him the "demanded extra $200" a sure form of intimidation.  I am still shook from the whole ordeal --  unbelievable!  My reason for being in ***** was to drop my daughter at medical school.  You cannot imagine the effect this experience had on my entire family!!!!!!!!!!!!!!!!  

  ********** ******

  
  
  
  
   
  

• Initial Complaint

  Date:02/19/2025

  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.

  On January ******* I purchased a vehicle at *** ***** ********* in ********* ****. I hired SGT Auto Transport to transport the vehicle from ************** to my home in *******************. I received the vehicle January ******* and the back of the vehicle was damaged. I was told by the transport drivers that during transport the tailgate door malfunctioned which caused the damages. I immediately called the company to report the damages and was told that they contracted the transport out to a company named ****************. I contacted Evolution to report the problem and was told to get 2 estimates of the damage and send it in. Once I did that I received a response back from them saying that the estimates were inflated and that theyre only willing to pay ******** for the damages. 1 estimate from **** ******** Chevrolet was for ******* and the second one was from *** and ** **** shop for *******. The vehicle is a 2023 Corvette Stingray and Im assuming the estimates are a little costly because of the value of the car. I paid ****** for transport of the vehicle(which I was told that included a ******* liability insurance).My vehicle is basically new and I just want it fixed properly.

  Business Response

  Date: 02/24/2025

  *** operates transparently as a freight broker, hired to procure and schedule a motor carrier to transport the Customer's vehicle. ********************** damages are the legal responsibility of the motor carrier that takes possession of and transports the vehicle as stated in the signed Customer Shipping Contract.
  
  Upon notice of damages, ***************, was immediately notified and the Customer was provided with a copy of the bill of lading and their certificate of insurance so they can file a cargo claim.  ***********************'s opinion on the cost of repairs, the Customer should file a cargo claim as we instructed as that is the only way to address cargo transport damages.

• Initial Complaint

  Date:02/06/2025

  Type:Product 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.

  On February 4, 2025, I spoke with an *** ***resentative about shipping my vehicle from ** to **. I explicitly asked about price integrity, citing prior bad experiences with bait-and-switch tactics. The *** guaranteed that their $1,036 quote would not increase, emphasizing that ***s pricing was higher than competitors because they stood by their commitments.Based on this assurance, I signed a contract. Just hours later, *** called requesting a $300 price increase. I reminded them of their promise, but they insisted. The next day, they again pushed for a $300 hike, dismissing my concerns by saying, Thats how the shipping business works.Since they broke their pricing guarantee, I requested to cancel. *** then charged my card a $149 cancellation feedespite failing to uphold their own agreement. When I disputed the charge, they refused to reverse it.Desired Resolution: I request a full refund of the $149 cancellation fee and that SGT Auto Transport be held accountable for its deceptive pricing practices. Numerous online complaints mirror my experience, indicating a systemic issue.

  Business Response

  Date: 02/06/2025

  Dear *******,
  
  We appreciate you taking the time to share your concerns and the opportunity to clarify and address the situation. At SGT Auto Transport, we value transparency and always strive to provide the best possible service while ensuring our customers are fully informed throughout the process.
  
  You booked our service with an estimated pickup window, with a first available date of 02/03/2025. As per our agreement, our team immediately began working to secure a carrier for you. However, we later discovered that your order had also been posted by other broker companies on the national load board, creating competition for pricing. This led to offers coming in at higher rates than initially quoted, which was the primary reason for the price adjustment.
  
  We communicated this with you multiple times, explaining that double-booking with multiple brokers can lead to mistrust among truckers, increased rates, and potential delays. As outlined in Section 1(j) of the contract you signed:
  
  "Double booked/booking" is double booking your transport with multiple brokers. When Customers double book, it disrupts the Broker's ability to negotiate with motor carriers in good faith on their behalf. Specifically, it causes mistrust among truckers that the duplicate transports are real, it results in unwarranted competitive rate increases leading to additional cost and delays for Customers."
  
  This policy is transparently detailed in the contract you signed, and we have attached a copy for your reference, along with screenshots showing the duplicate postings by other brokers. Since the increased pricing and any delays were a direct result of this, we regret that we were unable to proceed at the originally quoted rate. You were also given the option to have the other brokers remove their postings so we could secure a carrier at the originally quoted price.
  
  Regarding the $149 cancellation fee, this charge was applied in full compliance with the terms of your signed contract. Specifically, Section 8(b) states:
  
  "Customer authorizes *** to process a one-time cancellation fee of $149 on Customer's credit/debit card at the time of cancellation when one or more of the following occurs:
  (B) Cancellation occurs before the estimated pickup window expires.
  (C) Cancellation occurs for a transport that is double-booked with other broker companies."
  
  Given that both conditions were met in your case, the cancellation fee was rightfully applied. We take transparency seriously and make every effort to communicate this policy clearlyverbally, in our emails, on our website, and within the contract itself.
  We appreciate honest feedback and always extend the same to our customers. As with any business, we invest significant time, money, and effort into providing our services. While no one is obligated to use our transport solutions, utilizing our resources and then canceling without fulfilling contractual obligations is both unreasonable and unethical.
  
  SGT Auto Transport was hired to leverage our expertise in the auto hauling industry and our vetted carrier network to facilitate your transport with a licensed and insured motor carrier. Unlike many brokers, we stand by our commitment to our customers through contract agreements designed to protect both parties. We take that commitment seriously and expect the same in return.
  
  We understand that this experience may not have met your expectations, but we assure you that our policies exist to maintain fairness for all customers. If you require any additional clarification, please do not hesitate to reach out.
  
  Best regards,

• Initial Complaint

  Date:02/04/2025

  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.

  *** hired Regular Transportation *** to haul my vehicle they damaged my vehicle and are not insured, *** claims to vett all the carriers and only hire the best along with insured carriers I have thousands in damage and now have to try and use my own Insurance if they'll accept the claim do not hire these guys you can't trust them or there word, no ****** will give you a carriers insurance information prior to paying for the service they don't want you turning around and hiring the carrier outright with that being said I had no way of conducting or checking the carriers insurance validity, at time of delivery driver spoke no English was unable to provide me with any instructions or information I had to investigate everything and research there company insurance on my own according to ********************* Regular transportation with was hired by *** to haul my car subs out there contracts from *** to other haulers that are not covered under there insurance policy big scam so the ****** is hiring a carrier in return becoming a second ****** and hiring a carrier down the line it goes until someone gets screwed

  Business Response

  Date: 02/04/2025

  *** has been in business for over 10 years, to which our carefully vetted motor carrier network plays a huge role in our long term success.

  We are very confused by the contents of this complaint as *** has never been informed by this customer that there were ********************** damages despite it explicitly stated in the Customer Shipping Contract we are to be notified within 24 hours of delivery.

  The assigned carrier, Regular Transportation **** DOT ******* is fully authorized and insured as reported by *****.  That information can be publicly found on the Department of Transportation website, ***** portal.  Attached is the insurance page for Regular Transportation *** from the ***** portal clearly stating they are insured.

  Upon asking Regular Transportation *** for information, they informed our offices that at delivery, they negotiated and settled the claim with the Customer for $700 in cash which was given to the Customer at the time of delivery with the understanding that resolved the issue.

  We are sorry *** could not provide more assistance.  With the Customer making outside arrangements directly with Regular Transportation **** without ***'s knowledge or guidance, *** is limited in its ability to assist.  We strongly recommend Customers to follow proper procedure and follow their contract directions by documenting the damages on the delivery bill of lading and informing *** immediately.

• Initial Complaint

  Date:02/03/2025

  Type:Product 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.

  In December, I booked shipping for two vehicles. I have gone back and checked their website. On none of the screens required for getting a quote or booking did it say that I would need to pay cash on delivery. I also checked the email with the quote, the shipping agreement, and all their emails. All told me the total price, but none had cash on delivery. In fact, on one of the invoices, the payment options section was blank.I provided my credit card info to the company for payment; they accepted it.On the morning of the vehicle delivery, I got a phone call from the person accepting the vehicles that the transport driver just called him and said he had to pay him $1400. I said that couldn't be right. I'd already given my credit card to them. I called *** and was told that they only collected their fee on the credit card and the remainder (the bulk of the fee) had to be paid to the driver in cash or a cashier's check upon delivery.This left me scrambling since I was over 1800 miles away with no way to get the cash to the person receiving the cars. I called *** to see about paying by credit card, and they said they couldn't take it. They also said I had selected cash on delivery when booking. I wouldn't have done that since I was not at the delivery. I just went through their quick online quote system again, and it does not specify cash on delivery on any screen required for booking. I had to "dig" to find it.This should be part of the shipping agreement. I could have been prepared to pay the cash if I'd had more notice than the day of. I had the money in an online savings account, but it takes 2 business days to get the funds. This left me no choice but to do a cash advance on the card and Zelle the money.Because of this added expense, I'd like a refund of $150 of the shipping fees to cover my expenses. In addition, I'd like them to include details of cash on delivery in future shipping agreements and on their site so this doesn't happen to anyone else.

  Business Response

  Date: 02/03/2025

  Dear ********,
  
  Thank you for reaching out and sharing your experience. We sincerely apologize for any inconvenience you encountered during your vehicle shipment. However, we would like to clarify that the statement regarding the payment terms not being disclosed in the official contract and shipping agreement is incorrect.
  
  For reference, we are attaching a copy of the contract you signed. On page 2, in the very first section of the terms and conditions, it is explicitly stated:
  
  "SGT is bonded and duly authorized as a property broker with the ******************************************* under *********. All orders, unless stated otherwise and agreed upon in writing, are cash upon delivery of the vehicle (cash or cashier's check/certified check)."
  
  This clause clearly states that all shipments, unless otherwise arranged in writing, require payment via cash or certified funds upon delivery.
  
  Additionally, this information is publicly available on our official website for all customers to review prior to booking. You can find the terms and conditions at this link:
  
  *******************************************************
  
  To ensure transparency, this information is placed at the very top of the terms and conditions so that customers can easily access and review it before proceeding with their shipment.
  
  Furthermore, in addition to including it in the contract and general terms, we have also dedicated a specific page on our website to explaining the payment options in detail. That information can be found here:
  
  ******************************************************************************************************************
  
  At the time of booking, you selected the Discounted Cash Price option, which specifies that a small partial payment is collected via credit or debit card once a carrier is assigned, while the remaining balance is due upon delivery in cash, cashiers check, or money order. The detailed explanation of this payment method is:
  
  "Discounted Cash Price: A small partial payment will be collected from your credit or debit card once we've assigned a carrier to pick up your vehicle. The balance is due at the time of delivery. You can pay by cash, a cashier's check, or money order directly to the driver. There is no upfront payment when you complete your booking!"
  
  As this payment method was clearly stated in your contract, available prior to signing, and selected at the time of booking, we are unable to issue a refund.
  
  We truly value your feedback and are always striving to enhance our communication to ensure a smooth experience for all customers. If you have any additional questions or concerns, please do not hesitate to reach out to us directly. We appreciate your business and the opportunity to assist you.
  

• Initial Complaint

  Date:02/03/2025

  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 hired *** Transportation to ship my parent's car from ************* to *******. At first the communication was great. When the driver called, we agreed to meet on Saturday morning to load car which we did, and he informed me the car would be delivered on Monday. Then on Monday I received a text saying the car would be delivered on Tuesday am. Then no car on Tuesday, I then called *** and they said that they would contact the driver and get back to me, which they never did. So, I called a few hours later and was told that they could not reach the driver and that they would keep trying and let me know when they did, once again no response. Finally on Wednesday late afternoon the driver called to deliver the car. My father picked up the car from the driver and the outside other than being filthy from being on the road there was not damage. When he got inside, he noticed that there was mud all over the driver's side floor. The next morning, he went out to clean the floor and then noticed that there was a greasy film on the dash and windows and that there were dirty greasy marks on the passenger side head liner and visor of car. He then called me to let me know what had accrued. He washed the car and cleaned the floor, windows and dash but was not able to get the stain of the head liner. So, I called *** and sent a picture of the damage. they said that they would look at the picture and get back to me which of course never happened. I then called again, and they said that the picture was not of good quality and if I could send more which I did. Once again not response. I then called again and was told it was not damage that it was a stain which is not considered damage, and they would not cover it. I asked the gentleman how we resolve this, and I was told to get a wipe and clean it. I informed him that we tried. I was told once again that it was a stain and not damaged and they would not cover the cost to have it cleaned. Very rude and uncaring just look for your money

  Business Response

  Date: 02/03/2025

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration or inconvenience you experienced during your transport process. At SGT Auto Transport, we strive to provide the highest level of service, and we regret that your expectations were not met in this instance.
  
  Regarding the concerns with your vehicles interior, we would like to clarify that as per Point 13 of the Terms and Conditions outlined in the signed shipping agreement, the final part states the following:
  
  "CUSTOMER additionally understands and agrees that general cargo insurance exclusions may apply for losses or damages that are caused out of the Motor Carrier's control such as stand-alone mechanical or electrical issues, unseen/uninspected undercarriage areas, pre-existing loose/broken parts, the vehicle's interior, personal items, toll charges, or Acts of God or Terrorism."
  
  Based on these terms, the interior of the vehicle is considered an exclusion under the contract. Additionally, after reviewing the photos provided, we did not observe any actual physical damage to the interiorrather, the issue appears to be dirt or stains, which are not classified as transport-related damage. While we understand that this was an inconvenience, these types of occurrences do not fall under the scope of coverage for claims.
  
  We appreciate your feedback, and we have shared it with our ***************** Team to ensure we continue improving our communication and customer support processes. If you have any further questions or concerns, please do not hesitate to reach out. We remain available to assist in any way we can.
  
  Best regards,

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  The stains on the roof liner were made by the driver of the truck and should be the responsibility of the company he represents. I own a business as well and if we were to damage or stain any bodies property, we would make good on it. Very poor business practices.

   

  ******* *****
  
  
  
  
   
  

  Business Response

  Date: 02/05/2025

  *** empathizes with the Customer's disappointment in the classification of what constitutes as cargo damages.

  It is important to understand that *** does not set Department of Transportation standards. Exclusion standards are dictated by the auto hauling industry, Department of Transportation and ************************ providers. The reason that dirt in the interior of the vehicle is not covered by insurance providers is because the interior of the vehicle is not part of the mandated Department of Transportation inspection process at any stage. Meaning there is no way to verify or validate the interior condition of the vehicle prior to transport to present as evidence to the insurance company. Cargo claims are legal matters and cannot be processed on hearsay, documented and verifiable evidence needs to be presented. See the attached Bill of Lading, the interior is not part of the official inspection process: *******************************************************************************************

  *** is completely transparent with these facts and base our terms and conditions on these established DOT industry standards clearly informing and educating Customers via Term 13 of the signed Customer Shipping Contract, where it specifically excludes the interior of the vehicle.  A copy of the signed and legally accepted Customer Shipping Contract is also attached.

  We hope this additional explanation assists.

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  That may be true, but it's funny because the driver upon pick up of vehicle opened the door and checked out the condition of the interior and made reference to how good of shape the car was in for a 2015. I understand the mud on the floor mats from loading and unloading the vehicles that makes sense based on weather conditions, but greasy dirty marks on the head liner is not were you should see that. Very poor business practices. I have shipped vehicles  in the past and have never run into these issues. I will never use your company in the future and will also tell anyone I know the same.

   

  ******* *****

  
  
  
  
   
  

• Initial Complaint

  Date:01/27/2025

  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.

  Do not believe their price match promise, they do not honor it. I was going to book with **** I received an agreement by email, in it was the wrong car information so did not e-sign it. Minutes later I received a signed "copy" by email. I immediately emailed them cancelling the booking. Now they have charged my CC $149 for cancelling as per the agreement I never signed.Customer service people were either rude or not well informed. Spend a few extra dollars and go with ******* or other reputable company.

  Business Response

  Date: 01/27/2025

  Dear *** ********************* you for sharing your concerns through the Better Business Bureau. We appreciate the opportunity to address your feedback and clarify the situation.
  
  On 01/24/2025, we received your booking, along with an electronically signed contract that includes both your first and last name, matching the details of the order. This contract constitutes a legally binding agreement. For your review, we have attached a copy of the signed contract as proof.
  
  We understand your concerns regarding the cancellation fee. However, as per our Terms and Conditions, which are transparently listed on our official website at *******************************************************, the cancellation fee is applicable under the circumstances of your cancellation. Specifically, the terms state:
  
  "Customer authorizes *** to process a one-time cancellation fee of $149 on Customer's credit/debit card at the time of cancellation when one or more of the following occurs... (details omitted for brevity but available in the link provided and in point 8b of the agreement attached)."

  In your case, since a signed agreement was in place, the cancellation request fell within the scope of this policy. At the time of cancellation, our team offered to correct the incorrect vehicle information in the agreement and proceed with your booking to avoid the fee. This option was declined, resulting in the application of the cancellation fee as outlined in the contract.

  Regarding the Price Match Promise, it is important to note that the Terms and Conditions for this feature state the following:

  "If you find a lower price from a reputable competitor for an identical auto transport service within 24 hours of booking with us, we will gladly review and confirm if we can match or beat that price."

  The Price Match Promise is subject to the current market conditions and feasibility. When a price is too low to meet the market rate or ensure reliable service, we transparently decline to match it. This approach ensures that the service provided meets industry standards and avoids delays or complications, prioritizing transparency and service quality over unsustainable pricing.

  We appreciate any honest feedback, and in return, we strive to offer the same. Like any business, we dedicate significant time, effort, and resources to serving our customers while achieving mutual success.

  It is important to note that no one is obligated to use our services. However, utilizing our resources and then disputing the agreed-upon terms after signing a contract is both unreasonable and unethical. From the moment the contract is signed, we begin allocating resources, utilizing our expertise, and engaging our vetted motor carrier network to provide the service as outlined.

  We prioritize transparency and reliability in every step of our process. This includes binding contract agreements that ensure mutual commitment. As part of this commitment, we uphold a strict cancellation policy that we communicate clearly and repeatedlyverbally, on our website, in customer emails, and within the signed contract itself.

  We trust this response addresses your concerns. If further clarification is needed, or if you would like to discuss this matter further, we remain available to assist.

  Sincerely,

  Customer Answer

  Date: 02/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Just received response to this complaint.
  
  I never agreed to use **** I never signed an agreement, therefore never agreed to their cancellation fee.
  
  They can state that I have signed the agreement forever, that does not make it true.
  
  -- 
  ******* ******
  
  ******* **
  ******************************************************
  
  
  
  
   
  

  Business Response

  Date: 02/03/2025

  Dear *******,
  

  Thank you for your response. Once again, we would like to direct your attention to the signed agreement, which includes your name and information. This agreement was entered into our system with your signature on 01/24/2025.
  For further clarity, we are attaching additional proof, including a screenshot of your signature. The agreement explicitly states the following above the signature:
  

  "I have read, and understand, the attached Terms and Conditions and I intend, and agree, to be bound by them. Furthermore, I have read and understand the cancellation policy for SGT Auto Transport and agree to the terms outlined in the Terms and Conditions. The signature below also serves as my initials to each of the Terms & Conditions outlined above. I agree that I will not file a chargeback for any reason, for services provided by SGT Auto Transport."
  

  As a reference, the signed shipping contract is attached for your review. Please let us know if you have any further questions.
  

  Best regards,

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  SGT continues to insist that I signed an agreement.   I DID NOT SIGN.

  Anyone of their staff could have hit the esign link, I DID NOT.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/16/2025

  Type:Order 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 booked SGT Auto Transport to ship my vehicle from ******* to ******, with a pickup window of three (3) days beginning on February 28, 2025. On January 15, 2025, I provided written notice of cancellation well before the start of the pickup window, following the instructions outlined in the contract.Despite this, I was charged a $149 cancellation fee. The company's representative stated that this fee was applied because the cancellation occurred "before the estimated pickup window expired." However, I canceled before the window even started. This reasoning is not only illogical but also contradicts consumer expectations.Misleading Policy: The contract suggests there are scenarios where a cancellation fee would not be charged. Specifically, it states that a fee is applied when a customer cancels "before the estimated pickup window expires." However:This language does not make it clear that cancellations made prior to the start of the pickup window would still incur a fee.The policy creates a false expectation that there is a way to avoid the fee if a cancellation is made in a timely and proper manner.The representative confirmed during our conversation that there is no way to avoid the cancellation fee for customer-initiated cancellations, regardless of timing. This makes the policy inherently deceptive, as the company is charging fees under conditions not reasonably disclosed to customers.

  Business Response

  Date: 01/16/2025

  Thank you for your inquiry. At **** we operate with complete transparency, adhering to all terms and conditions outlined in the signed Customer Shipping Contract. A copy of the accepted Cancellation Policy is included within that contract under Term 8b.
  
  Term 1 of the Customer Shipping Contract provides the definitions and terminology used throughout the agreement. Specifically, Term 1p defines the "Pickup Window" as follows:
  "Pickup windows are estimated dates, typically spanning 1-3 business days after the Customer-provided first available shipping date (***). If the order is booked on the same day as the given ***, the estimated pickup window will begin the following business day. The *** and estimated pickup window may be delayed and/or recalculated by Customer changes or the non-completion of the Customer Shipping Contract (CSC)."
  
  Terms 8b(A) through 8b(F) detail the Cancellation Policy. A copy of the full contract signed by the Customer is attached. At **** we dedicate significant resources to thoroughly vet our Motor Carrier network, ensuring proper credentials and providing our Customers with the best quality carriers. Upon signing the Customer Shipping Contract, we begin the process immediately, which includes sourcing and scheduling interstate Motor Carriers. For this reason, we maintain a strict cancellation policy that is clearly communicated through our website and within the signed Customer Shipping Contract. A cancellation fee is applicable if there is a breach of any of the terms outlined in 8b(A) through 8b(F).
  
  In this case, the Customer selected a first available date of 02/28/2025 for their vehicle to be ready for shipping, establishing an estimated pickup window of 02/28/2025 to 03/04/2025, per the definition of "Pickup Window."
  
  By canceling before the estimated pickup window expired, the Customer breached the contract, specifically Cancellation Policy Term 8b(B), which applies when a cancellation occurs prior to the expiration of the estimated pickup window.
  
  In summary, the Customer utilized ***** time and resources and subsequently breached the contract, which explicitly states that cancellations made before the pickup window expires are subject to a $149 cancellation fee.

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This policy is misleading for several reasons:

  The wording creates the expectation that cancellations made before the pickup window opens or within a reasonable timeframe would not incur a fee.
  Upon further clarification with a company representative, I was informed that a cancellation fee applies in all customer-initiated cancellations, regardless of timing. This critical information is not disclosed in the contract, which is deceptive and unfair to consumers.

  This practice creates unnecessary financial burdens for customers, especially those who cancel in good faith and far in advance of the service window. It also violates reasonable expectations of transparency and fairness in business transactions.

  The contract lists multiple scenarios under which a cancellation fee will be charged. However, these clauses are irrelevant because the only scenario that seems to matter is canceling "before the pickup window expires." For example: The first clause implies that a written cancellation notice is required to avoid the fee, but I provided this notice, and the fee was charged anyway. The reality is that a fee will always be charged for any customer-initiated cancellation, regardless of whether written notice is given.

  This is not transparency. Transparency would be simply stating that any customer-initiated cancellations will result in a $149.00 cancellation fee since there is currently a cancellation fee regardless of the other clauses listed. 

  I urge SGT Auto Transport to revise their cancellation policy to explicitly state that all customer-initiated cancellations will incur a fee, regardless of timing, to prevent future customer confusion. 

  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 01/16/2025

  Dear ******,

  Thank you for sharing your concerns and providing your perspective on the Cancellation Policy. We value open dialogue and appreciate the opportunity to address your points
  
  At SGT Auto Transport, transparency and fairness are integral to how we conduct business, and we adhere strictly to the terms and conditions outlined in the Customer Shipping Contract. We would like to clarify a few points regarding the Cancellation Policy and how it applies.
  

  Policy Intent and Scope: The Cancellation Policy, as stated in the signed Customer Shipping Contract, is not intended to apply to all customer-initiated cancellations. Instead, it specifically outlines the scenarios in which a cancellation fee applies. Terms 8b(A) through 8b(F) define these scenarios clearly, ensuring that only cancellations meeting the listed conditions are subject to the $149 cancellation fee.
  For example, cancellations that occur before the pickup window expires (8b(B)) are outlined as one such scenario. This ensures fairness to all parties involved, as substantial resources, including time and effort, are invested immediately upon order confirmation to source and secure a qualified Motor Carrier. These steps are essential to providing a reliable and timely service.
  
  Transparency and Clarity: We regret any confusion that may have arisen regarding the policy's wording. The policy is designed to ensure that customers are informed about the process and the financial obligations associated with cancellations under certain circumstances. Copies of the Customer Shipping Contract, including detailed terms, are provided at the time of booking. Additionally, our team is always available to clarify any questions about the policy before the contract is signed.
  
  Written Notice of Cancellation: We acknowledge your reference to written cancellation notices. While providing such notice is an essential part of the process, it is not the sole determining factor in avoiding a fee. The timing and circumstances of the cancellation, as outlined in the contract, are equally critical. For cancellations that fall within the listed scenarios, the fee applies regardless of the method of notice provided.
  
  Policy Fairness: The policy aims to balance the needs of our customers with the resources required to coordinate interstate transport services. It is not designed to create undue financial burdens but to ensure fairness and cover costs incurred when cancellations disrupt the process.
  
  We understand your suggestion for revising the policy language to explicitly state the applicability of the cancellation fee. While we believe the current policy is clear and specific to outlined scenarios, we will review your feedback internally to identify areas for further clarity and improvement.

  Thank you again for bringing your concerns to our attention. We value your input and are committed to improving our service while maintaining transparency and fairness. If there are additional questions or concerns, we would be happy to discuss them further.
  
  Sincerely,

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

    The only way to avoid the fee is if the business cancels i.e. fails to provide the service. There is no way to cancel without a fee "before the pickup window expires". Should a customer cancel after the window expires, since that window is only an estimate, they would then be charged for the entirety of the order, the $149.00 fee, and any other fees you deem necessary according to this contract. A "window" of time is typically used to describe a timeframe and the business is not using that term in its most common use.

  This is not transparency or clear no matter how many times you repeat your policy. Please provide me with an example scenario of a customer-initiated cancellation where they would not be required to pay this cancellation fee if I am incorrect about your policy so that I may understand this better then. 

  ****** *******

  
  
  
  
   
  

• Initial Complaint

  Date:11/07/2024

  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.

  Placed order for car transport from ** to ** set for pick-up 10/7/2024. Deposit paid to SGT ********************** in amount of $204 prior to pick-up on 10/8/2024. When dropping car off, agreement with driver for car to be delivered 10/13 with signed agreement no later than 10/14. I asked for update on 10/12 as I was told car would be delivered by night of. Driver was unable to do deliver and stated deliver to be made 10/13. Day of 10/13, driver stopped answering calls and text messaging requesting update. Manager of SGT *********************** *****,contacted for update since I was no longer receiving response. Driver gave location to *******. I contacted ************* to locate vehicle and vehicle was pinned in different location from specified location given by driver. After confronted regarding location, driver stopped answering calls and text messages from both the ******* and I. 10/14 SGT ******* was still unable to get a hold of driver and informed me to contact police. Upon me requesting his information, SGT ********************** admitted they did not have any personal information on driver. They could not confirm name, date of birth, home address, drivers license, or any additional contacts. They informed me that my vehicle was given to a third party contractor ******** and they could not locate my vehicle or driver nor get a hold of driver. Police were contacted and report made; Vehicle listed as stolen. I informed driver of police notification and response given. Driver attempted to drop vehicle off after given police notification. Upon arrival to residence, driver hostile and refusing to give keys to vehicle. Instructed driver to return call to ******* and call his supervisor; Driver refused. Police contacted and not yet on scene. Driver threatening to leave with vehicle. Payment made via *****, driver refused to allow payment via other service. After payment, driver still refused to leave residence and began harassment. Police arrived on scene and requested driver to leave premises.

  Business Response

  Date: 11/08/2024

  Thank you for reaching out with your concerns and for providing detailed feedback. We truly regret the challenges and distress you experienced during the transport of your vehicle. At SGT Auto Transport, customer satisfaction and clear communication are top priorities, and we are disappointed that we fell short in this instance.

  As a transport broker, ************ with a network of independent, third-party carriers to fulfill vehicle transport requests. In your case, ********, the carrier assigned to your transport, did not uphold the high standards of service we expect. We take this matter seriously and have addressed the drivers behavior directly with ********, emphasizing the need for accountability and professionalism. To prevent similar issues in the future, this carrier has been placed on our watchlist for further review.

  Regarding the timeline changes and communication breakdown, we understand how critical timely updates are in coordinating a cross-country move, and we apologize for the lapse in communication. 

  As per our Terms and Conditions, brokers are unable to provide direct financial compensation for service disruptions related to independent carriers. Despite this, we proactively reached out to the carrier on your behalf to request a partial refund for the inconvenience. Unfortunately, ******** declined this request.

  In light of your experience, we would like to offer a $50 ************** gift certificate as a sincere gesture of apology from SGT Auto Transport. We hope this small token can help to convey our commitment to making things right. If youre open to this, please let us know, and well be happy to send the details to your preferred email.

  Again, we apologize for the disruptions and appreciate your patience and understanding. If there is anything more we can assist you with, please dont hesitate to reach out. We are committed to learning from this situation and improving the experience for our valued customers moving forward.

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   I am writing to provide additional details regarding my unresolved complaint against SGT *********************** as the issues I experienced go far beyond standard service failures and demonstrate negligence on the companys part.
  
  
  Despite contacting SGT ********************** multiple times in advance to express my concerns about the location of my vehicle, my requests were dismissed until the manager, *****, was also unable to reach the assigned driver. Throughout this ordeal:
  1.Inaccurate and Misleading Communication: The driver provided false drop-off locations, incorrect times, and ignored phone calls and text messages.
  ******** and Responsibility: I was forced to contact ************* to locate my vehicle, file a police report for a stolen vehicle, and personally retrieve the car putting my safety at risk due to the companys lack of oversight.
  3.Unethical Behavior: The driver attempted to coerce me into paying $100 over the agreed-upon rate and required me to meet him 40 minutes away from the agreed drop-off location.
  4.Harassment: Upon retrieval of my vehicle only made possible with police involvement the driver continued to harass me despite payment being made, as evidenced in the attached documentation.
  
  
  This entire situation resulted in:
  Additional financial costs.
  Emotional distress from the harassment and negligence.
  Significant effort on my part to resolve an issue that should have been managed by the company.
  
  
  The companys offer of a gift card is insufficient to address the difficulty, danger, and costs I incurred. SGT ********************** failed to complete their service responsibly, and my vehicle was only retrieved after police assistance.
  I respectfully request that the BBB continues to hold this business accountable for its gross negligence and substandard practices. Please let me know if further documentation or evidence is required.
  
  Thank you for your time and attention to this matter.
  ****** *****

  
  
  
  
   
  

• Initial Complaint

  Date:11/06/2024

  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 needed to have my car transported and I put my information on a WEB site that sends you prices. *** has a good rating but they insisted on having my charge card information to give me a price. They gave me a price for $750. then an hour later they went up to $1350. I told them no and I don't want to do business with them. I DID NOT sign any papers. They then charged my card $149.00 . They are thieves. Unauthorized charge. I want charge refunded. If this is not resolved this way, I will contact the police and local newspapers. This is stealing.

  Business Response

  Date: 11/08/2024

  SGT Auto Transport operates fully transparently as a Broker providing full detail of the services we provide.  The signing of Customer Shipping Contracts meet *** standards requiring the full view of the contract and all its terms prior to applying electronic signature.

  **** ******* designate, ***** ***** placed an order with **** signed the Customer Shipping Contract (supporting evidence attached) and subsequently breached the cancellation policy within that contract warranting the $149 cancellation fee (supporting evidence attached)
  1.Term 8b(A) No written notice of cancellation
  2.Term 8b(C) Double Booking with multiple brokers

  We are sorry for any dissatisfaction on ******* part, however *** worked with **** ***** and their designate, ***** *****, in complete good faith.

  *** has been in business for over 10 years serving hundreds of thousands of customers.  We did not achieve that type of long term success by "stealing".  We respectfully remind the Customer to be mindful of posting such defamatory and libel rhetoric publicly implying *** is "stealing" as we will have no choice but to legally defend ourselves against the spreading of such false information.

  Please feel free to reach out with any additional questions.

  Customer Answer

  Date: 11/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Please note that WE DID NOT cancel any agreement with SGT. **** told us they are able to ship the car for $750 and was sending a truck out for the car. A few hours later they said that it will be $1350. This is a bate and switch that they are trying to get away with. We never signed any agreement with them.

  When you go on a WEBSITE that transports cars, you give the information of where the car is and where it's going. Many autoshippers have responded and that's why you see this request online for shippers to bid it out. NO CONTRACTS was signed. **** are stealing my money for absolutely no service provided except there lies.

   

  **** *****