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:04/30/2024

  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.

  On 3/20/24 my husband and I executed an agreement with SGT Auto Transport to move our ******************************************* *************, ******* to our current home in **********, ********. The pick-up window would be 3 working days, beginning 4/17/24. The cost (tariff) would be $669.00. I called SGT before I returned the signed agreement and asked if that quoted tariff was final. I don't know the person I spoke to but I was told the price was certain. I signed and returned the agreement. To my shock, when the 4/17 date neared, I called SGT and was now quoted a price $400 higher! My husband and I are on a fixed income and had just spent a considerable amount of money to move from ******* to ******** and that was just not in our budget. When we argued about the increase in price, SGT refused to talk about it and canceled our reservation on April 18. We then had to go to great lengths to find another way to move the car. It is now in ********, thanks to my 72 year old husband risking his health by driving it all night.

  Business Response

  Date: 04/30/2024

  Thank you, ********, for reaching out.
  
  Firstly, we would like to offer our sincerest apologies regarding the difficulties you encountered with the service. Customer satisfaction is always our top priority, and we are sorry to hear that you remained disappointed with the service. However, we would like to note a few things regarding the case, as our team strictly followed the terms and conditions of the signed contract, which we are attaching here for your convenience.
  
  In point 17 of the contract, you will find the following: "17. Pick Up and *************** Delay. SGT shall provide the Customer with an estimated pickup date and estimated delivery date. The customer acknowledges and agrees that pick-up dates and delivery dates are estimates! The customer further agrees and acknowledges that delays may occur prior to and/or during the transport of the Vehicle due to various issues, including, without limitation, driver shortage, weather, and road conditions. SGT does not guarantee any pickup or delivery times or dates. SGT and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason."
  
  Regarding the price change, we would like to note that the order was booked with that price for the first available date in March, and the customer later updated the first available date for ****** which is approximately four weeks later than the initial window that the quote was provided for. Given the dynamic market, in point 3 of the contract, you will also find that quotes are valid for 7 days, as the market rates are dynamically changing, and a 3-4-week difference can affect the quote provided.
  
  Our team was transparent that for the current market rates, a carrier cannot be assigned for the price agreed upon, and it proceeded with cancellation, which is also in accordance with point 7(b): "SGT reserves the right to cancel the order at any time, at SGTs discretion."
  
  We deeply regret that we weren't able to complete the shipment for you and that you were left in such a difficult situation. However, it's important to note that all proper protocols were followed, and the contract policy was adhered to. When there are factors that are out of our control to complete a shipment before we cancel a certain order, we always make sure to present all possible alternatives to our customers to achieve a positive outcome, and the best option we had in the current moment was promptly and transparently presented to you.
  
  As all points of the signed contract were followed, and there were no charges made on your account, we won't be able to offer a refund or financial compensation for the situation. However, as a token of apology, we can offer a $100 discount gift code for ***************************. Please let us know if you find this compensation suitable, and we will promptly email you with the gift code.

  Customer Answer

  Date: 04/30/2024

  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:

  To quote ****** shipping, "Unfortunately, there are too many customer horror stories littered all over Yelp, the BBB, ****** and Transport Reviews highlighting the customer service problem. Sometimes its a case of car shipping companies not communicating with customers. Other times, its bait and switch where customers get an estimate online then discover its an inaccurate cost to ship a car...Given how common these bad experiences are, someone new to the industry might assume customer service is indeed dead and all car shipping brokers are unethical and dishonest."  That's my feeling about this experience, particularly after I called other auto shipping brokers.  Several quoted a ridiculous price of $350-$500 to ship my car from ******* to *********  They then swore that would be the total price, which I knew was a lie.  I found that to be typical of many brokers and just another example of SGT's deceptive practice.  No thank you to a $100 restaurant discount code.  Communicate better - I know you can. 

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

  
  
  
  
   
  

• Initial Complaint

  Date:04/29/2024

  Type:Order 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.

  I signed a contract with SGT ********************** to transport a recently purchased car from *** Irvine to my home in ************. To date, they have been unable to fulfill the contract. Twice the engaged trucking companies had breakdowns on their transport vehicles, (once the trucking company and SGT failed to notify the dealer - pickup location- and me of the delay) and once the pickup date was scheduled incorrectly such that it may be delivered when there is roadwork being done on the street. I advised the supervisor that the roadwork was being done through May 8, and that delivery on the weekend is the only choice, as the road may be blocked off. I was promised that the pickup would be 4/27 with delivery 4/28. I received a text message 4 minutes before their phone support finished for the day that the pickup would be 4/28, with delivery 4/29 (during the week when the roadwork would be occurring.). I called and was on hold for ****************************************************************************** to the chat, as the heavy phone traffic It is extremely difficult to reach a supervisor and the business is unresponsive.

  Business Response

  Date: 04/29/2024

  Dear ******,

  Thank you for reaching out. First, we would like to offer our sincerest apologies about this situation. Customer satisfaction is of utmost importance to us, and we are sorry to hear that your experience was not a positive one. As per our contract, the dates and times provided are estimated, not guaranteed. However, we understand the inconvenience you experienced with this situation, and we would like to assure you that the situation will be evaluated and reviewed to identify areas where we can further improve our services.

  Regarding the settlement request, which is a refund, we would like to inform you that the request was received and honored, and the refund was issued on 4/28 from our side. We once again apologize for any inconvenience caused, and we remain available to assist. If you have any questions or concerns, we would be happy to help.
  

  Best regards,

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have received a refund from the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/12/2024

  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.

  We can NEVER recommend SGT Auto Transport. We were transporting a VW Jetta from ** to ******* for a Mentally Handicapped Individual. There was a deposit for 199 on our credit card and he was to pay 551 on delivery as the contract stated. There were a few personal items in the Jetta weighing less than 40lb and were told this would not be a problem. He was pressured by the driver to Zelle a total of 1006 to cover the extra items or the vehicle and its contents would be kept by the driver, so he paid the extorted amount. This is not a company to be trusted. We strongly recommend going elsewhere."4/12/24 After numerous emails, text, and phone conversations with SGT was told that since the zelle payments were made to the driver, there was nothing they could do. What a crock! What crooks! They knew that pressuring a Mentally Handicapped person would get them more money and they did. This is disgusting.

  Business Response

  Date: 04/12/2024

  Dear *****,
  
  Thank you for providing us with a detailed account of your recent experience with our services. We sincerely apologize for the challenges and frustrations you encountered during the process of shipping your car. We take all feedback seriously and are committed to addressing any concerns raised by our customers.
  
  First and foremost, we want to assure you that it is never our intention to take advantage of anyone, regardless of their circumstances. We understand and respect the challenges faced by individuals with disabilities, and we strive to provide exceptional service to all of our customers.
  
  Regarding the specific issues you have raised, we have conducted a thorough investigation into the matter. While we acknowledge the carrier's claim regarding the additional items in the vehicle, we also understand your position that you do not have proof of loading more items than agreed upon. We will take this into consideration as we continue to investigate the matter. While we acknowledge that there *** have been miscommunication or misunderstanding during the payment process, we must clarify that we did not pressure or coerce you into using Zelle as a form of payment. It is our understanding that ***** was a preferred method of payment for you, and our carrier agreed to accept it. However, we recognize that there appears to be conflicting information regarding the status of the payment made via Zelle. Our carrier has provided us with evidence indicating that they have not received the funds, despite your assertion that payment was made. Our priority is to ensure that both parties involved are treated fairly and that any discrepancies are addressed appropriately.
  
  It's essential for us to obtain all relevant evidence, including any proof of payment made via Zelle, to fully understand the situation and facilitate a fair resolution. We encourage you to provide any documentation or information you have regarding the transaction to help us in our investigation.
  
  We are committed to ensuring a transparent and equitable resolution to this matter and appreciate your cooperation in providing any additional details that *** assist us in reaching a satisfactory outcome.
  
  Thank you for your patience and understanding as we work to resolve this issue.
  
  

  Customer Answer

  Date: 04/12/2024

  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:

   **** was never our option, we would have preferred AMX, but the driver insisted for zelle or cash.  The auto was delivered to a man with diminished capacity and your driver took advantage of him by telling him to pay 1006 now or he would take the car away; this is in addition to the 199 deposit for a service that we signed for of 750.  Do, you took overt 1200 for what was to cost 750.  Shipping agreement is attached

   

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

  Business Response

  Date: 04/15/2024

  Dear *****,

  Thank you for reaching out to us regarding your recent experience with our services. We appreciate the opportunity to address your concerns and provide further clarification.
  We understand your preference for using AMEX for the transaction and apologize for any inconvenience caused by the driver's insistence on Zelle or cash. It's important to note that we presented all available payment options upon booking, including cash, cashier's check, money order, Zelle, and Venmo, and the payment terms upon delivery are clearly outlined in our contract.
  

  While we strive to maintain the highest standards of professionalism among our staff and affiliates, it's crucial for us to thoroughly investigate any discrepancies and take appropriate action as necessary. After auditing the calls, during our initial interactions, our team explained the payment terms, and you acknowledged them. Our goal is always to ensure clarity and transparency throughout the entire process. If there were any issues or concerns regarding the proposed payment method, we encourage customers to communicate with us before proceeding with the transaction. This allows us to address any concerns promptly and explore alternative payment options if needed.
  

  Regarding the payment discrepancy, we want to reiterate that our pricing structure is transparent and clearly outlined in the shipping invoice. The total cost of your order was $749, with a $199 deposit required upfront and the remaining balance of $550 due upon delivery. We did not charge anything beyond the agreed-upon amount, and the invoice provided during dispatch reflects the total amount due. Additionally, as per the carrier, the vehicle was full of items, and they charged an additional $200 on top of the $550.
  

  We regret any misunderstanding or frustration you *** have experienced and remain committed to resolving this matter to your satisfaction. Please feel free to provide any additional documentation or information that *** assist us in our investigation, and we will work diligently to reach a fair resolution.
  

  Thank you for your patience and cooperation as we address this issue.

  Customer Answer

  Date: 04/15/2024

  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:

  This disreputable company has not only charged a total of 1205 for the above, but denies it too?  There were a few small items in the auto at the time of shipment and that being of less than 40 lbs.  The 200 extra for transporting the car with this is very unreasonable and a photo showing that there was more has never been produced.  *********** above says that the driver was only authorized to charge 750 on delivery, but the zelle payments at delivery alone are over $1000.  There was never an authorized individual that gave permission for any extra charges.  The contract was with ************************* for the vehicle owned by her mentally challenged son, ***********************************.  $1205 for an authorized charge of 750 is quite excessive and it looks like when the vehicle was brought to ***********************************, the driver took advantage of the situation and now the Transport Company tries to justify it??  Simply disgusting.

   

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

  
  
  
  
   
  

• Initial Complaint

  Date:04/11/2024

  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.

  In March 2024 I contracted with SGT Auto Transport to transport my vehicle from ********** State to ************* for $1300. After extorting an additional $100 cash, they picked up my car March 20 and committed to delivering my car 7 to 9 days from the date of pickup. Today marks 3 weeks from the date of pick up and my car is still sitting in **************** so best case scenario, it still several days from being delivered. I've called them and the delivery company SGT subcontracted with numerous times only to be told they are waiting on a mechanic and or the car would ship "the next day". I've incurred hundreds of dollars in transportation costs since arriving in *************. My car was supposed to be here the day after I arrived, two weeks ago. They've only offered me a credit of $100. The order ID from SGT is ******.

  Business Response

  Date: 04/11/2024

  Dear *****,

  We appreciate you taking the time to share your experience with us. Your feedback is important to us as we continuously strive to improve our services.

  Upon reviewing your complaint, we want to clarify a few points. Firstly, the initial shipping charge was indeed $1390, as outlined in the contract you signed. We did not impose any additional charges for your shipment.
  

  Regarding the delay in the delivery of your vehicle, we understand your frustration, and we apologize for any inconvenience caused. Unfortunately, unforeseen circumstances such as the breakdown of the truck at the pickup location and the subsequent closure of repair shops due to Easter holidays contributed to the delay. While we make every effort to meet estimated pickup and delivery dates, it's important to note that these dates are indeed estimates, as outlined in our contract terms. This aspect is covered in contract point 17 under Pick Up and *************** It states as " SGT shall provide the Customer with an estimated pickup date and estimated delivery date. The customer acknowledges and agrees that pick-up dates and delivery dates are estimates! The customer further agrees and acknowledges delays may occur prior to, and/or during, transport of the Vehicle due to various issues, including without limitation driver shortage, weather, and road conditions. SGT does not guarantee any pickup or delivery times or dates. SGT and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason. Further, SGT and Carrier are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle." We acknowledge the delays you experienced and apologize for any inconvenience caused.
  

  In response to your concerns, we offered a total refund of $250 in compensation, which is an increase from the initial $100 offered. This adjustment was also reflected in the updated contract, which you signed. We hope this demonstrates our commitment to addressing your concerns and providing a resolution that aligns with your expectations. We will attach both signed contracts for your reference.
  

  We understand the importance of timely communication and updates throughout the shipping process. Our dispatchers are diligently monitoring the situation to ensure the fastest and safest delivery of your vehicle.
  

  Once again, we apologize for the inconvenience and frustration you've experienced. We value your business and appreciate the opportunity to address your concerns. If you have any further questions or require assistance, please don't hesitate to contact us.
  

  Sincerely,

• Initial Complaint

  Date:04/10/2024

  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.

  I scheduled for my car to be picked up April 1st -3rd. My contract as well as an SGT ******** told me that it would be delivered on April 5th or 6th. When I didnt receive my car or an update on the 5th I called the customer service number hoping to gain clarity. I was told by 4 if not more ********s that they did not know where my car was and cannot get in touch with the dispatcher. Once I contact them Ill follow up with you. Which did not happen. No one ever contacted me. I called and did a live chat multiple times between April 5th and April 7th and was still met with I dont know and I cant reach the dispatcher. I finally received my car on April 8th, 3 days after the eta and still did not receive a follow up or explanation. The ********s that I interacted with were extremely unprofessional and unhelpful. I understand that delays may happen or things come up but the least SGT ******* done was update their customers and communicated properly as they said they would. I dont know coming from a business that youre entrusting with your property is absolutely ridiculous. This was the most unpleasant car shipment that Ive experienced thus far.

  Business Response

  Date: 04/10/2024

  Dear ********,
  
  Thank you for providing us with a detailed account of your recent experience with our services. We sincerely apologize for the challenges and frustrations you encountered during the process of shipping your car. Your feedback is invaluable to us, and we are committed to addressing the issues you've raised to ensure a better experience for our customers in the future.
  
  We understand the importance of effective communication, especially when it comes to updates regarding the status of your shipment. While we strive to work closely with our carriers to provide timely updates, we acknowledge that there were lapses in communication in this instance. Please accept our sincerest apologies on behalf of our carrier company for any inconvenience caused by the lack of updates on the delivery timeframe.
  
  It's important to note that the pickup and delivery dates are estimated and not guaranteed and we strive to meet our customers' expectations to the best of our ability. This aspect is also covered in contract point 17 under Pick Up and *************** It states as " SGT shall provide the Customer with an estimated pickup date and estimated delivery date. The customer acknowledges and agrees that pick-up dates and delivery dates are estimates! The customer further agrees and acknowledges delays may occur prior to, and/or during, transport of the Vehicle due to various issues, including without limitation driver shortage, weather, and road conditions. SGT does not guarantee any pickup or delivery times or dates. SGT and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason. Further, SGT and Carrier are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle."
  
  Regarding the response time of drivers, we acknowledge that immediate responses may not always be possible, leading to delays in getting updates. We appreciate your understanding in this matter. We'll conduct an audit of our communication process to address it with the carrier company. We value the importance of communication and are committed to rectifying any lapses to prevent such occurrences in the future.
  
  Once again, we apologize for the inconvenience and frustration you experienced. Your satisfaction is important to us, and we are committed to taking corrective actions to prevent similar occurrences in the future.
  
  Thank you for bringing this matter to our attention, and please feel free to reach out to us if you have any further concerns or questions.
  

  Sincerely,

• Initial Complaint

  Date:02/01/2024

  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.

  Order #****** Order to transport vehicle was cancelled on 01/29/24, with confirmation and refund of my initial payment of $159 on that day. Received a message 01/31/24 that the car was picked up and near my house. Caused confusion because it was not supposed to be moved. SGT ****** that the actual carrier never received the email to not transport the vehicle. But, since they did transport, SGT needed their service fee. I paid the actual carrier his fee while he was at my house. To me this is their mistake which caused lots of scrambling and stress not only on me having to leave work as I work almost an hour from home, but the business where the car was picked up as arrangements had not been made with them.

  Business Response

  Date: 02/01/2024

  Dear *******,

  We appreciate your thorough account of your recent experience with our services, and we sincerely apologize for the inconvenience and stress caused by the unexpected turn of events.
  Upon receiving your cancellation request, we promptly canceled the shipment from our end and officially communicated this to the carrier through email. Unfortunately, it seems there was a communication lapse, and the carrier proceeded to pick up the vehicle. We deeply regret the oversight on their part.

  During transit, upon realizing the cancellation, the carrier offered to return the vehicle to the pickup location at no cost. However, you insisted on having the vehicle delivered to the originally intended location. Despite the unexpected situation, the carrier completed the delivery as per your instructions, and they were duly compensated for their services. Our service fee was also collected as per the agreement.

  We sincerely apologize for any inconvenience. It's important to note that our no-refund policy is based on the premise that refunds are only applicable if the vehicle is not picked up. In this instance, since the shipment was completed, a refund of the deposit is not feasible.

  Despite our no-refund policy, to express our regret and as a goodwill gesture, we offered you a $100 gift restaurant coupon.

  We appreciate your understanding and patience in this matter. If you have any further concerns or questions, please feel free to contact us.

  Sincerely,

  Customer Answer

  Date: 02/06/2024

  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:

  Correct, you did confirm canellation and refund my initial payment of $159.  From that point forward the car absolutely WAS NOT supposed to be moved.  The communication lapse between you and the carrier is just that, between you and the carrier.  The car COULD NOT be returned to the business it was picked up from as you had already caused them undue stress because they were not prepared for the car to be picked up.  Not to mention the stress on me having to scramble and leave work which is approximately an hour from my house.  You are correct, the carrier was duly compensated for his services, BY ME in person because he had my car at my house!  Payment confirmation attached.  The car he was not supposed to have.
  
  Your "no refund policy" should not apply to a service that wasn't supposed to happen in the first place.  A service that was confirmed canceled 2 days prior.  A gift certificate to a restaurant was declined because I DID NOT WANT YOUR SERVICE TO BEGIN WTIH!!!  It was canceled.  A free dinner does not change that fact!  This is a mistake on your end, plain and simple.

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

• Initial Complaint

  Date:01/08/2024

  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.

  Jan 3-4. **** #****** I paid a total of $959 to have my daughters car shipped. I agreed to pay $659 and $1 for every pound after the 1st 100lbs of personal items. My daughter waited 8 hours for the car to be picked up. SGT gave me 3 different time windows all between 6am-noon.The driver texted my daughter at 1:46 that he would be there in an hour. He arrived at 5:15.Upon arrival he yelled at my daughter for personal items in the car. ****** told my daughter there would be an added $300 charge because he said the car was too full! Im not a moving company!. But he never weighed anything. Just eyeballed it. Then the driver loaded the car in the median of a 4 lane highway and left my daughter in the median. video click here 8:30 pm a supervisor called me. He told me not to worry, I would not have to pay the extra $300. He apologized for the safety issue. I was given an email to send screenshots of the drivers texts and the new address for delivery. Next morning the driver called me for delivery. He knew nothing about the new address and yelled at me on the phone when I told him SGT said I did not have to pay $300 extra. At around 11:30 the driver texts me he is taking my car to the Yard for impoundment in 1 hour.I sent a screenshot of the drivers texts on SGT ***** NO ONE called me back. At approximately 12:40pm, I paid the driver $700 cash to keep my car from going to the yard for impoundment. ($300 more than quoted) and the driver came to my house. At 2:15 the supervisor from the previous night called me and denied telling me that I did not have to pay $300 extra. I suggested that we listen to the entire phone call together. He refused 4:30 pm SGT representative called to apologize and offered me a $150 gift card. Jan. 5- 4pm SGT representative called to say they had reported Unique View Transportation for safety concerns and offered me a $200 gift card. I would like a full refund.

  Business Response

  Date: 01/08/2024

  Dear ******,

  Thank you for bringing your concerns to our attention and providing us with the details of your recent experience with SGT Auto Transport. We sincerely apologize for the distress and inconvenience caused during the shipment of your daughter's car.

  We appreciate your patience as we address this matter and want to clarify our stance on the issue of personal items. At SGT Auto Transport, we have specific guidelines for personal items during shipment, and we inform customers of these policies upon placing the order. The items should weigh less than 100 lbs and should be loaded only in the trunk or backseat below the window level. Additionally, the passenger and driver seats should be empty. It is crucial for customers to adhere to these guidelines to ensure a smooth and safe transportation process. However, it was not followed, and the vehicle was full of items, above the window level, and also in the passenger seat. We are attaching pictures sent by the carriers for clarification. However, we also recognize the unprofessional behavior displayed by the carrier company, Unique View Transportation, which exacerbated the situation.

  We appreciate your understanding as we address this matter and want to assure you that we take the selection of carriers for our network very seriously. At SGT Auto Transport, we have a thorough process to filter the best carriers in the market, which includes checking their authorization, conducting comprehensive background verification, reviewing their motor vehicle shipping eligibility in the ****** and evaluating their past conduct with customers to ensure a smooth process. Despite these efforts, we acknowledge that the carrier company, Unique View Transportation, failed to meet the standards we set for our service providers. We deeply regret that their actions resulted in a negative impact on your experience, and we are taking immediate steps to rectify the situation.

  To address your specific concerns, immediate action has been taken to block Unique View Transportation from our network. This decision is aimed at preventing any recurrence of similar issues for our valued customers in the future. We also recognize the carrier's unprofessional behavior and the inconvenience caused. Despite our no-refund policy once the vehicle is picked up, we offered a $150 gift coupon, which was later extended to $200 as a goodwill gesture.

  We understand your dissatisfaction with the offered compensation and want to emphasize that the conduct of the carrier was unacceptable. We apologize for any inconvenience caused and assure you that we take your feedback seriously. We have reported Unique View Transportation for safety concerns and have taken steps to prevent future issues with our carriers.
  
  We appreciate your understanding and patience as we work to address and rectify this situation. If you have any further concerns or questions, please do not hesitate to contact us.
  
  Sincerely,

  Customer Answer

  Date: 01/08/2024

  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:

  I appreciate your response, however you did not address the fact that your supervisor told me on the phone that I did not have to pay the $300.  The phone call was recorded, I know this, because the last 30 seconds was played back to me.  You can listen to the call.  So at the very least, you should refund that amount or are you not going to follow through with what your employee told me? 

  As far as the personal items.  NOTHING was above the window level, the photo was taken at an angle that creates the illusion items are higher than they were. Yes, stuffed animals, blankets and pillows were in the front seat. I apologize, I was not aware that items could not be in the front passenger seat.  I did not read that in the contract.  However, the associate I spoke with at the time of booking did tell me about the items being below window level and the 100 lbs of personal items.  However, I was told that it would be $1 per pound over the first 100 lbs.  However, nothing was weighed. It is very obvious the items in the car did not total 400 lbs., which would validate a $300 charge. 

  Since customers are encouraged to pay cash on delivery, (due to a discounted price) drivers can demand extra payment, with no checks and balances. In my case, the items were never weighed, and if they were, there was no legitimate documentation to back up the charge. 

  You also failed to address the fact that SGT *********** would not call me back before the car would have been impounded which would have incurred more cost.  You basically just ignored me, when I was practically begging for help. Your associate even told me he couldn't do anything because he was waiting on ***********. 

  You also failed to address the fact that the car was not delivered at the correct address. I told the supervisor on the phone that I did not feel safe for the driver to come to my house after the encounter he had with my daughter, I emailed the address for delivery at the direction of the supervisor. 

  You also failed to address the fact that the driver loaded the car in the middle of a four lane highway.  I understand that you are blocking this carrier, but I trusted you to set up a safe transport. You did not.

  The customer service I received from your employees is unacceptable. You did not stand by your word, you did not follow your own contract regarding the $1 after every pound over 100 lbs.  Your driver was 8 hours late for pick up.  You delivered the car to the wrong address. You didn't even have the decency to have a supervisor call me after everything had happened, you actually had an associate call me twice.

  I am willing to compromise because the car was delivered.  However, the $300 cash should be refunded as well as your $200 gift card for the service I received. 

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

  
  
  
  
   
  

  Business Response

  Date: 01/09/2024

  Dear ****** ,
  

  Thank you for your comprehensive response and the additional information provided regarding the personal items in the car during the shipment. After a thorough review of sales and verification calls, we have confirmed that our associate discussed the policy of personal items, including the 100 lbs limit, during the booking process.

  As outlined in our terms and conditions, any additional weight beyond the initial 100 lbs is subject to an extra charge, as communicated during the booking process. Given that you chose to load more items than the specified limit, the carrier has the authority to determine the additional charges for the excess weight. We want to emphasize that this is our final stance on the matter.

  We appreciate your understanding and cooperation in this regard. If you have any further questions or concerns, please feel free to reach out.

  Sincerely,

• Initial Complaint

  Date:01/02/2024

  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.

  On 12/4/23 I paid SGT Auto Transport $1,280 to transport a truck I purchased from ************** to ************. According to the shipping advisor that I spoke to from SGT Auto Transport, my truck was scheduled to be picked up on 12/7/23 during normal business hours. The driver was also supposed to give a courtesy call when he was a few hours away to not only pick up the truck, but drop it off. He not only didnt provide any phone calls, but he spoke little to no English. Communication with him was impossible. He didnt show up to pick up the truck until almost midnight on 12/7/24. In addition I provided SGT Auto Transport with my military ID for a Veterans discount like their website states, however they refuse to honor the discount. The best they can do for their s**** *** are offering me coupons/gift cards for restaurants in my area. When I asked about the coupons/gift cards, they themselves have no idea what places the gift cards are for. I dont want unknown gift cards/coupons. I want the Veterans Discount honored as well as a partial refund for the hassle the driver they contracted caused myself and the seller of the truck I purchased.

  Business Response

  Date: 01/02/2024

  Dear ********,

  Thank you for sharing your experience with us, and we sincerely apologize for any inconvenience you faced during the transportation of your vehicle. We appreciate your service and the opportunity to address your concerns.

  Regarding the Veterans discount, we apologize for any confusion that *** have arisen. The information about your veteran status was not communicated during the order placement but was mentioned after the vehicle was delivered. Additionally, the military ID was received on 12/24, while the vehicle had already been delivered on 12/08. As per our terms and conditions, we do not offer refunds, and the military discount typically covers approximately $20-$30. However, understanding the inconvenience caused, we offered a $100 restaurant gift certificate as a token of apology. We regret that this gesture was not accepted.

  Concerning the untimely pickup and delivery of your vehicle, we acknowledge the frustration caused by the communication issues with the driver. External factors, such as weather and road conditions, can impact logistics, and pickup and delivery dates are estimates rather than guarantees. We sincerely apologize for the lack of a courtesy call from the driver and assure you that we will address this issue to prevent similar inconveniences in the future.

  We value your feedback, as it helps us refine our services. Our commitment is to provide a positive experience for our customers, and we hope for the opportunity to serve you better in the future. If you have any further concerns or questions, please feel free to contact our customer service.

  Thank you for your understanding, and we appreciate your patience.

  Sincerely,

• Initial Complaint

  Date:12/28/2023

  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.

  I signed a contract to transport my new vehicle from ********** to my home in ********* for $1585.00. The vehicle was supposed to be picked up between 12/19/23 and 12/21/23. I never heard anything on those 3 dates. The morning of 12/22/23 I received a call they found a carrier but quoted rate of $1240.00 would not suffice, the carrier wanted $1585.00. I agreed and signed the contract. I was told delivery would be 12/25/23 or 12/26/23. On 12/26/23 in the morning I received a text message and voicemail that vehicle would be delivered at 12 pm on 12/26/23. At 1:36 pm on 12/26/23, I contacted the company as I had no vehicle and they told me to give it 3-4 hours from the delivery time they told me. I contacted them again at 4:45 pm on 12/26/23 and they said they would have someone call me. I never heard anything, I contacted them at 9:50 pm 12/26/23 because I was unsure if I needed to keep my phone on overnight. ******* at SGT was unsure and just said the vehicle will be delivered by morning. SGT called me at 9:06 am, and I called them back at 9:31 am and they said "your vehicle is there correct?" I told them no. They said they will check with the carrier and call me back. I was not hearing anything and contacted SGT again and the driver's number they gave me. SGT had no update and the driver would not answer and I had to leave a VM. I called the local police department as I thought a theft had occurred. As I was speaking to the office, SGT called me back at 10:07 am and told me the vehicle would be here in 2 hours. At 12:22 pm, no vehicle, messaged SGT. I also called the driver but he did not answer, however he did answer when I had my best friend call. The driver texted her saying the vehicle would be to my home in one hour. He sent two location pins, but when my friend called the actual driver, he indicated he was stuck in *********** and it would be 2:30 pm. Vehicle received at 2:20 pm and attached pics show the damage.

  Business Response

  Date: 12/28/2023

  Dear *******,

  Thank you for taking the time to share your feedback. We genuinely appreciate it, and we're sorry to learn that your experience did not meet your expectations.

  We regret to learn about the experience you encountered. Our company operates with estimated pickup dates and times, which are not guaranteed. During that period, a limited number of available drivers existed on that specific route. Consequently, our dispatchers identified an alternative solution to mitigate any additional delays. The ultimate decision always rests with our customers, as effective communication remains integral in determining the optimal course of action for them. Should the suggested alternative have been declined, our team persists in their efforts to arrange a suitable alternative. We extend our apologies for any inconvenience caused.

  We would like to draw attention to the terms and conditions outlined in our agreement, specifically Point 17. As per our signed contract, " SGT shall provide the Customer with an estimated pickup date and estimated delivery date. The customer acknowledges and agrees that pick-up dates and delivery dates are estimates! The customer further agrees and acknowledges delays may occur prior to, and/or during, transport of the Vehicle due to various issues, including without limitation driver shortage, weather, and road conditions. SGT does not guarantee any pickup or delivery times or dates. SGT and ******* are not liable for loss or damages occasioned by delays of any kind or for any reason. Further, SGT and ******* are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle."

  Once the vehicle is picked up, we completely depend on the carrier for pickup and delivery updates. Neither the carrier nor the driver can provide exact time information all the time, as they are subject to change with the weather and road conditions. However, we understand the inconvenience and apologize for the carrier's fault.

  Regarding the damage, we take damage claims seriously. We also understand the distress caused by the damage to your vehicle during transportation. We sincerely apologize for any challenges you have faced throughout this process. However, we would like to bring your attention to the limitations of liability outlined in our signed contract. As a freight broker, our liability is limited, and the primary responsibility for loss, damage, or delay lies with the carrier. As outlined in point 12(b) under Limitations of Liability and Claims in our contract: " As a freight broker, SGT has no liability for loss, delay, or damage to the freight. The customers sole remedy for loss of, non-delivery, or damage to the Vehicle is against the *******. SGT is not liable for any loss, damage, late delivery, non-delivery, or consequential damages caused by the act, default, or omission of (1) the *******, (2) the CUSTOMER, or (3) any other party who claims an interest in the shipment, or caused by the nature of the shipment or any defect thereof. Neither SGT nor the ******* provides compensation for loss of use of the Vehicle nor does SGT/ ******* provide reimbursement or compensation for rental vehicles as a result of damage to the Vehicle. Further, neither ******* nor SGT is liable for mechanical failure of the Vehicle or failure of any operating parts of the Vehicle."

  Despite these limitations, we are committed to working diligently to facilitate communication between all parties involved and seek a fair resolution for the damages incurred during transportation. Your satisfaction is of the utmost importance to us, and we appreciate your patience as we navigate through the resolution process. Your feedback is invaluable, and we are committed to improving our services and communication to ensure a better experience for our customers going forward.

  If you have any further questions or require additional assistance, please don't hesitate to contact us. We remain dedicated to addressing your concerns and ensuring a fair resolution.

  Thank you for your understanding.

  Warmest regards,

  Customer Answer

  Date: 12/28/2023

  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 did receive communication from ******** however it does not include the carrier name, address, phone and email address.  I will need that information to make a claim.  They also sent me a document for before and after transit and the after pictures are for a completely different vehicle.  I will contact them for this info but they have not resolved this no.

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

  
  
  
  
   
  

  Business Response

  Date: 12/29/2023

  Dear *******,

  We appreciate your follow-up regarding complaint ID# ********. We take your concerns seriously and are committed to resolving the issues you've raised.

  Regarding the missing carrier information, we have already emailed you the certificate of insurance, which includes all the necessary details. However, to ensure clarity, we will also send you the carrier's name, address, phone, and email information separately via email.

  Concerning the discrepancy in the after-transit pictures, we are actively investigating this matter with the carrier company to determine the cause of the mix-up. We understand the importance of accurate documentation and are working diligently to address this issue. We apologize for any inconvenience this may have caused and appreciate your patience as we work towards a resolution. If you have any further questions or require additional information, please feel free to contact us directly.

  Thank you for bringing these matters to our attention.

• Initial Complaint

  Date:12/19/2023

  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.

  Work order ****** I hired the services of this company to move my car from **** to **. When my car arrived, I inspected the bottom of the bumper and this was damaged by the driver. After filing the claim for damages, I was advised by the insurance company that the company that this job was brokered out to used drivers that were not listed under the insurance policy. Due to this the insurance company will not approve the claim. Its been over a month that I have tried to resolve the situation with them but they keep giving me the run around.

  Business Response

  Date: 12/19/2023

  Dear ******,

  We sincerely appreciate the time you've taken to share the details of your recent experience with our services. We understand the frustration and inconvenience caused by the damage to your vehicle during transportation and sincerely apologize for any challenges you have faced throughout this process.

  We want to assure you that we take your concerns seriously, and our team is actively working to assist in resolving this issue. However, we would like to bring to your attention the terms outlined in our signed contract, which governs our liability in such situations. As a freight broker, our liability is limited, and the primary responsibility for loss, damage, or delay lies with the carrier. Please find attached a copy of the signed contract for your reference, with a specific highlight on the relevant section regarding our limitations of liability. It states as follows. " Customer acknowledges that SGT is not obligated to provide cargo insurance and is not legally liable for any loss, damage, or delay of freight. SGT will provide details regarding the Carriers cargo insurance upon request."

  In accordance with point 12(a) under Limitations of Liability and Claims, our contract states: ". SGT **** facilitate and attempt to assist in the resolution of freight claims but has no responsibility or liability related to any claim and any involvement by SGT in facilitating freight claims shall not be deemed as waiving SGTs absolute defense to freight claims. The Carrier is responsible for adjusting, paying, declining, or otherwise resolving freight claims. All freight claims should be submitted immediately to SGT to help ensure timely resolution. If the loss or damage is apparent, the consignee must note such loss or damage information on the bill of lading/delivery receipt. If the loss or damage is not apparent (concealed), the CUSTOMER or Consignee must contact SGT within 24 hours after taking delivery. If CUSTOMER gives SGT notice of Customers intention to make a loss or damage claim, **** ******** and/or Carriers insurer shall have the right to inspect the Vehicle at the location where the Vehicle was delivered. The filing of a claim does not relieve the responsible party from payment of freight charges. Freight charge payment is necessary in order for the Carrier to process a claim. CUSTOMER may
  not offset claims or any other amounts from freight charges owed to SGT or the Carrier. SGT may offset freight or other charges owed by CUSTOMER from claims or other payments made to CUSTOMER by SGT or Carrier. If payment of the claim is made by SGT to CUSTOMER, at SGTs sole discretion, CUSTOMER automatically assigns its rights and interest in the claim to SGT so as to allow SGT to subrogate its loss. Unless otherwise provided in an applicable statute, the failure to give timely notice of any loss or damage in accordance with this Section 12 (a) or the failure to permit or arrange an inspection as required herein shall constitute an absolute bar to recovery for any claim for loss or damage. Further, it is incumbent upon the claimant and all other interested parties to mitigate the damages to the extent that is reasonably possible under the circumstances."

  Despite these limitations, we are committed to working diligently to facilitate communication between all parties involved and seek a fair resolution for the damages incurred during transportation. Your satisfaction is of the utmost importance to us, and we appreciate your patience as we navigate through the resolution process.

  If you have any additional information or concerns you'd like to share, please feel free to reach out. We remain dedicated to addressing your concerns and ensuring a fair resolution.

  Thank you for your understanding.

  Warmest regards,

  Customer Answer

  Date: 12/20/2023

  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 understand what your policy is but you brokered the job to a company who used  a driver who is not under the insured list which poses a liability. The transport company has not been helpful to resolve this and the insurance company  will not approve the claim because of this.  Because of the choose of carrier I now am at a loss with a damaged car  

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

  Business Response

  Date: 12/21/2023

  Dear ******,
  
  We sincerely apologize for the distress and inconvenience you have experienced due to the situation. At SGT Auto Transport, we deeply regret any negative impact this has caused and appreciate your patience as we address the matter.
  
  Upon receiving your complaint, we immediately conducted an internal investigation to understand the details surrounding the incident.
  
  To rectify the situation promptly, we have taken the following actions:
  
  1. **Carrier Blocking:** We have taken immediate measures to block the carrier company responsible for this oversight. This decision aims to prevent any recurrence of similar issues for our valued customers in the future.
  
  2. **Ongoing Investigation:** We are continuing our thorough investigation into the incident to identify any additional areas for improvement in our carrier selection process. Our goal is to prevent such incidents from happening again and to enhance the overall reliability of our services.
  
  We understand the frustration and disappointment you must be feeling, and we genuinely apologize for the impact on your experience with our company.
  
  If you have any further concerns or if there's anything else we can do to assist you, please do not hesitate to contact us.
  
  Once again, we apologize for any inconvenience this situation has caused, and we appreciate your understanding.
  
  Sincerely,