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:12/07/2023

  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.

  On October 26, 2023 I hired SGT Auto Transport to pick up a brand new vehicle (2023 Dodge Challenger) that I purchased from a Dodge Dealership in ***********, **. and deliver it by enclosed transport trailer to my house her in ********, **. I agreed to pay them $1,875.00 for this service. SGT Auto Transport sent a driver from another transport company called Autolink Logistics to deliver the car for them, in other words they subcontracted the job. On October 27, ************************************************************* **********. I was promised that the car would be delivered by November 2, 2023. That promise was not kept, every time I called for an update they gave an excuse for more delays. On November 5, ***************************************************************************************************************************** violation of the speed parameters I set. This is a Safety subscription service that monitors the new Dodge vehicles computer and position by satellite. I called the transport company and asked them if they were driving my car, they said the driver had to move the position of my car in the trailer. As it turns out, the driver did more than just move the position of my car in the trailer, he actually drove my car for two miles and was driving it above the speed limit just as the alert notification advised. This was verified by the mileage on the odometer which was showed only 50 miles on the car when it was loaded onto the trailer and it had 52 miles on the odometer when it arrived at my house. I did not complain about the mileage, but I was shocked to see that there was some damage to the back section of my new car. The trunk spoiler was cracked as well as both rear wheel well flares! The car was brand new with no damage when it was picked up, the photographs taken at the time the vehicle was picked up confirms this. The damage was done inside the trailer or perhaps during the two mile joy ride that the driver took with my car early that morning. I pointed the damage out to the driver and I called the dispatch office to make a claim. The dispatcher advised the driver and I to document the damage on the Bill of Ladding Deliver Receipt, both the driver and I were to sign the document and I would be reimbursed for the repairs. I sent the vehicle to a repair shop, the three damaged parts of my car were made of plastic, repairing plastic pieces could not be guaranteed so they replaced the damaged parts with new parts, they had to paint them to match my new car and they installed them. The repairs to my car were completed on November 27, 2023. I paid the repair bill which came to a total of $2,043.80. On November 28, **** I submitted a copy of the itemized repair bill and my payment receipt to both companies- SGT Auto Transport and Autolink Logistics. It has been over a week since I submitted the repair bill, I have spoken to Representatives from both companies on the phone. They are accepting responsibility for the damage to my car when I speak to them verbally on the phone, but each company seems to be having some difficulty actually accepting the responsibility by paying for it.

  Business Response

  Date: 12/07/2023

  
  Dear ******,
  
  We appreciate your detailed account of your recent experience with our services and genuinely apologize for the challenges you have faced throughout this process. We understand the frustration and inconvenience caused by the delivery and the subsequent damage to your new vehicle.
  
  We apologize for any confusion regarding the estimated delivery time frame. Our company operates with an estimated time frame of 1-3 business days for pickup, and delivery typically takes at least 7-9 days for the given location. Considering these facts, we picked up and delivered your vehicle on time.
  
  We are sorry to hear that you have had difficulty receiving reimbursement for the damages to your vehicle. We have implemented measures against the carrier company involved to prevent any similar situations from occurring in the future. We want to assure you that we take damage complaints seriously, and our team is actively working to assist in resolving this issue. However, in response to your submitted repair bill, we want to bring to your attention the terms 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. We have attached a copy of the signed contract for your reference, specifically highlighting the relevant section regarding our limitations of liability.
  
  We want to highlight point 12(b) under Limitations of Liability and Claims. It states as follows, "As a freight broker, SGT has no liability for loss, delay, or damage to the freight. The customers sole remedy for the loss of, non-delivery, or damage to the Vehicle is against the Carrier. 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 Carrier, (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 Carrier provides compensation for the loss of use of the Vehicle nor does SGT/Carrier provide reimbursement or compensation for rental vehicles as a result of damage to the Vehicle. Further, neither Carrier nor SGT is liable for the mechanical failure of the Vehicle or failure of any operating parts of the Vehicle."
  
  We will continue to work diligently to facilitate communication between all parties involved and seek a resolution for the damages incurred during transportation. Your satisfaction is of 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 committed to addressing your concerns and ensuring a fair resolution.
  
  Thank you for your understanding.
  
  Warmest regards,
  

  Customer Answer

  Date: 12/07/2023

  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:

  The company seems to be running a scam

   The company SGT Auto Transport seems to be running a scam that exempts them from being liable for anything yet they are the one's being paid.  My contract is with SGT Auto Transport not with the company that they subcontracted to deliver my car (although I suspect it's one in the same).  Look at the history of past Consumer Complaints against SGT Auto Transport; their answer is always the same.  They take the payment from the consumer and then they hire a subcontractor company to carry out the job for a fraction of what the consumer paid to SGT Auto Transport, so then they can say they are no longer liable because they gave the job to another company.  Looks and smells like a scam to me, and I suspect that the so-called subcontractor that they hired is part of their same group of scammers.  The section of their contract that they referred to where they state that they are not liable for the damage because they gave the job to another carrier can't be legal unless they provided me (the consumer) with a copy of the subcontract that they signed with the carrier.  In other words they can't just take my money in exchange for services and guarantees listed on our agreement, and then turn around and say they are no longer responsible for the damage that was caused to the vehicle you hired us to transport because we hired a separate company to complete the work you hired us for.  How about providing me (the consumer) with a copy of the contract they signed with the carrier they chose along with all the information for that carrier company, ie; Principal Owner of the company, primary address of the company, license number for the company, and most importantly the insurance information for the carrier company that they hired to transport my vehicle.

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  Customer Answer

  Date: 12/13/2023

  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: 

   As I stated in my last response, *** ********************** and Autolink Logistics both failed to either compensate me for the damage they caused to my car, or at the very minimum they failed to initiate a damage claim with their insurance company.  They did not even voluntarily provide me with the insurance company's information, I had to get the insurance company's name myself through my complaint here with the better Business Bureau.  I then submitted my claim myself with their insurance company, however my claim will not go anywhere without the participation of *** ********************** or Autolink Logistics; they have to verify with the insurance company that I did hire them to transport my new car and that the damage to my new car occurred while my car was in their care, and lastly that I reported the damage to them at the time the car was dropped off.  They have not done any of this yet but in their last response to the BBB they wrote: "according to our records and the latest conversation between you and the carrier company, a claim has already been initiated with the insurance agency, and the insurance agency is already involved in the case. We would be more than happy to support you during the process with whatever is needed, so do not hesitate to let us know if you need any further assistance."  My response to them is, what records of a conversation between myself and the carrier are you referring to?  I haven't spoken to the carrier (Autolink) about the insurance claim, they don't return calls or emails.  *** ********************** also writes: "We would be more than happy to support you during the process with whatever is needed, so do do not hesitate to let us know if you need any further assistance." Those are just empty words in an automatic response, I've been asking for their assistance right from the beginning of this fiasco; how about doing the proper thing and following up with the insurance company regarding my claim and providing them with details that substantiates my claim.  Such as; the contract information that I signed with *** ********************** and details of my claim as I reported to *** ********************** and to Autolink Logistics when I received my car.  Those are things that you as the "Broker" and the "Insurance Certificate Holder" can easily provide to the insurance company to expedite my claim.

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

  Business Response

  Date: 12/14/2023

  Dear ******,
  
  Thank you for your prompt response.
  
  We would like to assure you that our team is actively engaged in reaching out to the insurance agent to clarify the specific information required for the seamless processing of the claim. We are committed to providing all necessary details to the insurance agency to facilitate a smooth resolution. A voicemail has been left for the insurance agent, and we anticipate receiving a response shortly.
  
  In the interim, please feel free to contact us if you have any questions or concerns.
  
  Best regards,

• Initial Complaint

  Date:11/09/2023

  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.

  Date of Transaction - 9-27-23 Money pd to SGT $2200 Nature of dispute - SGT has NOT tried to resolve anything. Items were stolen from my vehicle while being transferred from ********* to ******. I had $1200 worth of Air ****** shoes stolen from my trunk ID # ******

  Business Response

  Date: 11/09/2023

  Dear *******,

  We appreciate you sharing your experience and value your feedback. We also welcome the opportunity to provide clarification and resolution.

  First and foremost, we want to express our understanding of the distressing situation you experienced due to the theft of your belongings during the shipping process. We genuinely regret the inconvenience and frustration this has caused.

  At SGT Auto Transport, we take such matters seriously and have conducted a thorough investigation with the carrier company. However, we would like to highlight that personal items are not insured as per our policy, and we do not recommend transporting valuable belongings.

  In the contract that you signed, it clearly states that neither our company nor the carrier is responsible for personal items. Point 3.E of the contract states as follows: "The customer must remove all luggage and personal property from the Vehicle prior to transportation unless the Customer has disclosed the contents of the personal property to SGT prior to transportation of the Vehicle and SGT agrees to such items being left in the Vehicle. The customer agrees that neither SGT nor the Carrier is liable for any personal property left in the Vehicle in violation of this condition. Any personal property left in the Vehicle not disclosed and agreed to by SGT is at the Customers own risk and the Customer agrees to defend, indemnify, and hold SGT and the Carrier harmless from any claims related to any personal property left in the Vehicle in violation of this condition. ******* will not take an inventory of personal items. The customer further acknowledges and understands that the Carriers cargo insurance may not cover any personal items left in the Vehicle."

  Although the items are not insured, we still conducted an investigation with the carrier to resolve the issue to the best of our abilities. We apologize for any inconvenience caused and assure you that we will address this matter with the carrier company.

  We regret to inform you that we cannot offer a refund for missing personal items. However, we will make sure this issue is investigated with the carrier company. We sincerely apologize for any inconvenience that this might have caused. If you have any further concerns, please feel free to reach out to us.

  Customer Answer

  Date: 11/10/2023

  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 speak with a representative from SGT who informed me it was OK to put articles in my vehicle as long as it wasn't over 100 lbs. 

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

  
  
  
  
   
  

• Initial Complaint

  Date:11/08/2023

  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.

  Date of Transaction: 10-31-2023 Copy of Contract:Thank you for entrusting SGT Auto Transport with your shipment. Our goal is to ensure your complete satisfaction throughout the entire transportation process. We have received your request for transportation of the following vehicles: * 2009 Lexus ES and we are pleased to inform you that they will be picked up during ? 3-day window starting on 10/31/2023. Please expect to receive further communication from us shortly to arrange the details of your shipment. As a reference, your order number is #******. We appreciate you choosing SGT Auto Transport.The car has not been picked up from COPART yet, and COPART is charging me storage fees.Since these storage fees are due to SGT Auto transport negligence, SGT must pay for these fees.

  Business Response

  Date: 11/08/2023

  Thank you, ******, for getting in touch. We're sorry to hear about your experience. However, it's essential to emphasize that the terms and conditions outlined in the signed contract, which we have conveniently attached below, clearly specify that the pickup and delivery dates provided are estimates and not guaranteed, as articulated in point 18 of the contract:
  
  "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, transport of the Vehicle due to various issues, including but not limited to driver shortages, adverse weather conditions, and road challenges. SGT does not provide any guarantees regarding pickup or delivery times or dates. SGT and the Carrier cannot be held responsible for losses or damages resulting from delays of any nature or for any reason."
  
  Regarding the matter of storage fees, as stipulated in point 21(b) of the contract:
  
  "Neither SGT nor the Carrier assumes any liability for any storage fees. The customer is responsible for settling all storage fees before the Vehicle's pickup."
  
  Our team made several attempts to contact you with the intention of conveying the necessity of settling all storage fees before the scheduled pickup date on 11/9. This is crucial to ensure that the transport driver can retrieve your vehicle as planned. Otherwise, Copart will not release the vehicle to the transport driver.
  
  We sincerely apologize for any inconvenience this may have caused, and we want to assure you that we are readily available to assist you. Should you have any questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 11/19/2023

  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 feel financially hurt and expect reparations.
  
  I signed a contract with SGT to transport two cars purchased at auction from COPART. The contract included timely picking up my cars at the COPART yards and delivering them to my house in *******, *******. COPART is a world organization that auctions vehicles with clearly published rules, and it is impressively well organized and follows its rules impeccably.
  
  COPART gives three days to the successful bidder to pick up the won car. Beginning on the fourth day, it begins to charge for the car's storage. The storage charges start at $5.00 the first day and go up by $5.00 more each day. It means $5.00 the fourth day after winning the bid, then goes to $10.00, then to $15.00, and so on. SGT's ***** in picking up my cars caused storage charges unnecessarily
  
  Please read the notification I got from COPART via the broker I used.
  
  - From the date of the sale, you have two weeks to remove the vehicle from the auction facility. If the vehicle is not picked up in this timeframe, it will be declared abandoned.
  
  - Once a vehicle has been declared abandoned, we reserve the right to sell it at our own discretion. The owner of the abandoned vehicle will not be compensated for the sale.
  
  I received the previous notification because SGT had not picked up my cars for almost two weeks.
  
  SGT put me at risk of losing all the money and work invested. Is it fair to cause all this stress with your neglect? Is this neglect unusual among responsible business organizations?
  
  SGT gave me stress that any reasonable person can visualize. SGT's inexplicable ***** in picking up my cars from the COPART yards cost me about $500.00 in storage fees.
  
  
  I signed a contract with SGT to represent me, assuming they were serious and knowledgeable professionals with enough experience and expertise to follow COPART's rules to not cause me storage charges at COPART. If SGT is not responsive in timely pick-up, should they pay the fees they caused?
  
  
  The reply to my complaint is that SGT is not responsible for problems, as long as they try hard enough to find a reliable transporter. Do you believe that this is an adult reply? Does the statement "I tried hard enough" exonerate SGT from their failures?
  
  
  I feel very strongly that it is only fair that I get reimbursed for fees incurred by SGT's untimely performance. What do you think?
  
  
  
  Kindly,
  
  ***********************
  
  ****************************************************
  
  **************
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:10/31/2023

  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.

  Would leave zero stars, chose them based on reviews and was told Monday car would be picked up and delivered Thursday. Car didnt get picked up till Tuesday late afternoon and wasnt delivered until midnight Saturday night. Per their email and text both those dates emphasized no later then which is a lie Called every day and was told we will compensate you and we are sorry but they would ever call back like they promised. Also its not their drivers they source them out. They game me the drivers wrong info then when I found the right number the person was extremely rude They offered me $100 credit, I reiterated to whomever I spoke with I felt my car was stolen.I had to pay for an Uber each day it was delayed and unfortunately had to go to the Er and had to call an Uber both ways.They are scam artists and I want full compensation

  Business Response

  Date: 10/31/2023

  Dear ********,
  
  We are sorry to hear about your experience and the issues you have encountered. First, we would like to clarify that our company operates with an estimated time frame of 1-3 business days for pickup, and delivery typically takes at least 4-6 days for the given location. Considering these facts, we picked up and delivered your vehicle within the estimated time frame. The image you attached clearly states "estimated pickup and delivery."
  
  Although we managed to adhere to the estimated time frame, we understand your frustration. We would like to clarify that, as per point 18 of the signed contract terms and conditions (which we are attaching here for your convenience), the pickup and delivery dates and times are estimated, not guaranteed, and can be subject to change due to various factors that *** affect transit time. In point 18, you will find the following statement: "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 *** 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."
  
  While our dates are not guaranteed, we understand your frustration and we worked diligently with the carrier to secure compensation of $100. We also offered a $100 gift certificate as a gesture of goodwill. Our team members were constantly working to ensure the safest delivery of your vehicle.
  
  Your feedback is valuable, and we will use it to improve our services and communication. If you have any further questions or require additional assistance, please feel free to contact our support team.
  
  Thank you for your patience and understanding, and we appreciate your understanding in this matter.
  
  Warmest regards,
  
  

  Customer Answer

  Date: 11/01/2023

  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:

  They would never call me for updates I stated on Thursday I felt my car was stolen they made no effort to help.  Look at the dates listed said no later then for delivery and pick up, that was way off, I knew about the possible 4-6 days but they ensured me Monday -Thursday.  Driver didnt come till 2pm Tuesday and I paid someone $300 a day for missing work on Monday and Tuesday.  Then I called weds for update of expected deliver and sgt said Thursday but they cant reach the driver or carrier.  I Tried the number they gave me who was for a different driver.  Got the hr right number from my friend who had the drivers cell, sent him a text no response.  Called the next day and told he was on time and that his isnt his problem.  Sgt is a scam, I had to pay for Ubers for my family Friday and sat, one Uber trip was to the er for an injury.  
  

  we as consumers should not be scammed.

  I am looking to be made whole for the $600 I had to compensate the person eating for the car and $300 for Uber rides.

  
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  Business Response

  Date: 11/01/2023

  Thank you for your response, ********. We greatly appreciate your feedback. 

  We are genuinely sorry to hear about your experience, and we apologize for any frustration you may have experienced due to perceived communication issues regarding changes in the delivery time frame. 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.

  As outlined in contract point 18, the pickup and delivery dates are estimated and not guaranteed. Additionally, our email does not solely states "pickup and delivery no later than." It explicitly mentions, "estimated pickup and delivery no later than." We wish to provide a clear clarification.

  We regret to inform you that we are unable to provide financial compensation for the delayed delivery. However, please know that we take your concerns seriously, and we will address them with the carrier company. We appreciate your understanding and patience in this matter. 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, please don't hesitate to contact us.

• Initial Complaint

  Date:10/11/2023

  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.

  In July of this year I filed a complaint against SGT Auto Transport for their leaving my car hundreds of miles from the delivery location and refusal to deliver without an additional fee. The issue was resolved when they refunded me. The company has now come after me with a creditor claiming I owe them the fee plus a charge back. My bank account has no surplus refund from the company. They are engaging in predatory tactics Id like to re-open my complaint and address the creditor claim. Please let me know what documentation you need. Attached you will find:1. The review where they acknowledge fault and their rectification of the situation.2. The claim they sent to creditor.3. My bank account charges for **********************. The invoice with their refund to me due to their failure to complete the contract.

  Business Response

  Date: 10/11/2023

  Thank you, ******, for reaching out. We would be delighted to provide clarification regarding this case.
  
  Our company accepted responsibility and issued a refund to you on 7/21, with the customer being informed via phone. However, on 7/24, a chargeback was initiated from the customer's end. As the funds were previously returned to the customer, we are now seeking to retrieve our refund, as they received a credit from their bank and a refund from SGT. ********** fees have also been applied due to the chargeback.
  
  As stipulated in the terms and conditions of the signed contract, which we are attaching to this conversation for your convenience, the customer agreed to the following upon signing the contract:
  
  "The signature below also serves as my initials for 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."
  
  **********ly, in point 22 of the contract, you will find the following clause:
  
  "22. Disputes and Collections. Any credit card dispute/chargeback received will be reviewed in accordance with the above-mentioned terms and conditions. If a dispute arises and is escalated to our collections agency, additional fees may be imposed. This could result in a larger total amount owed than the original disputed amount."
  
  Our company acted in accordance with the signed terms and conditions. The customer initiated a chargeback after receiving a refund, which contravenes the terms and conditions listed in the signed contract. Consequently, the collection fees remain the responsibility of the customer.
  
  Please do not hesitate to reach out if further clarification is required.

  Customer Answer

  Date: 10/11/2023

  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:

   

   The business has not prorated me anything. Id previously attached a screenshot of my bank account  

  
  

  
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• Initial Complaint

  Date:10/04/2023

  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.

  Contracted to have this company move my vehicle from ******** to *************, **. We agreed and I signed a binding contract. The original truck was supposedly in an accident (I do not believe this) and they had to find another trucker to move my auto. Once they did 5 days later they told me it was going to be for a new higher price. I explained we had a signed agreement and that the truck accident had no affect on the original order. They said they would not honor the signed order, hung up and sent me a cancellation email with wording that indicated that I cancelled the contract. I did not.

  Business Response

  Date: 10/04/2023

  Dear *****,
  
  Thank you for your email. We sincerely apologize for the inconvenience you have experienced. Our company operates based on an estimated pickup window, as outlined in our terms and conditions, which we have attached to this conversation for your convenience. 
  
  Initially, we had successfully assigned a driver who was scheduled to pick up your shipment on the second day of the specified window. However, unforeseen circumstances arose when the assigned driver was involved in an accident, which regrettably necessitated the cancellation of the scheduled pickup.
  
  As a brokerage company, our ability to secure a carrier is contingent upon carrier availability and prevailing market rates. Following the cancellation by the initial carrier, there were delays in securing a replacement carrier due to limited availability along the designated route, coupled with fluctuations in market rates. Consequently, our team presented you with an alternative rate option for your consideration. We always strive to maintain transparency with our customers regarding the potential for identifying alternative solutions.
  
  In accordance with the terms of our contract, specifically point 7(b), it states, "SGT reserves the right to cancel the order at any time, at SGT's discretion." We deeply regret that we were unable to fulfill the shipment as planned and apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  

  Customer Answer

  Date: 10/04/2023

  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:

  Once you charged me the deposit it became a binding agreement as per the verbiage on the order.  I quote " 

  These terms and conditions of service (the Terms and Conditions) constitute a legally binding contract among the
  Parties (defined below) and shall apply solely to services provided by SGT Auto Transport Corp. (SGT) for the
  arrangement of transportation services in North America.

  b. Cancellation. The deposit is non-refundable upon assignment of the Carrier and SGTs services are considered
  rendered in full once the Carrier is assigned to an order.

  You never provided proof that there was an accident which means this could be construed as an attempt by SGT to change the rate to something more favorable.  Since no proof was provided it is not a statement of fact that this did occur.  It is common knowledge that many brokers will use tactics like this as part of the "bait & switch" technique.  It happens quite often.  

  Regardless, we agreed on a price...a driver was supposedly dispatched, my deposit was accepted therefore making the contract legally binding.  The fact that the driver may or may not have gotten into an accident does not absolve you from upholding your end of the contract without material change.  Since nothing I provided the SGT was untrue or false this is indeed the case.  

  This could have easily been resolved if SGT had honored the original agreed to price and performed the services agree to.  

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

  Business Response

  Date: 10/04/2023

  Dear *****,
  
  We appreciate your response. We understand your frustration, and we take your feedback regarding this matter seriously. It will be used to identify areas where we can improve our services. However, we followed the contract rules, and as previously mentioned, point 7(b) of the signed contract states that SGT reserves the right to cancel an order at any time at SGT's ********************* apologize for any inconvenience that was created, and our company is willing to offer a $100 restaurant gift code as a token of apology and compensation for the inconveniences that you endured. Please let us know if you are willing to accept this compensation, and the gift code will be promptly sent to your email.

• Initial Complaint

  Date:10/02/2023

  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.

  My vehicle was supposed to arrive in ******, ** Saturday, 9/2. I changed my plans to make the arrival as the original date was Tuesday, 9/5. After our journey, I received a text message that stated that "the Driver was sick and that the car would be delivered Tuesday, 9/5. Thank you for understanding". It was the holiday weekend. I questioned the Saturday date due to this and I was assured that the vehicle would arrive Saturday. This was an inconvenience that cost me (2) additional hotel nights for me and my family (who was traveling with me) unnecessarily and I had to pay out of pocked for extending the vehicle that I had rented (a van due to (2) other adults and a 75 pound dog traveling with me) $600 as my insurance company only paid $40 per day. However, I could not get around with everyone in a small vehicle. I expect $800 in return. I never even received an apology. Absolutely ridiculous!

  Customer Answer

  Date: 09/25/2023

  Good Day,

  *** next morning was when I discovered the damage. ***y were supposed to deliver during the day Tuesday, 9/5/23. However, the Driver delivered at 9:45pm on the side of road in complete darkness with cars going back and forth on the road. *** Driver stated that there were no issues. 

  I then engaged in text messages with the SGT. *** Driver admitted to this an knew full well that he had damaged my car. ***y immediately agreed to pay but wanted to do it "under the table" which I will NEVER do!

  Thank you. 

  ******* (*****) *******

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

  Business Response

  Date: 09/26/2023

  Thank you, *******, for reaching out.
  
  We are sorry to hear about your experience and all the issues you have encountered. Regarding the delay, we would like to clarify that, as per point 18 of the signed contract terms and conditions (which we are attaching here for your convenience), the pickup and delivery dates and times are estimated, not guaranteed, and can be subject to change due to various factors that *** affect transit time. In point 18, you will find the following statement: "SGT does not guarantee any pickup or delivery times or dates. SGT and the Carrier are not liable for losses or damages occasioned by delays of any kind or for any reason. Furthermore, SGT and the Carrier are not responsible for car rental fees or accommodation fees due to delays in the delivery of the Vehicle."
  
  We are also very sorry to hear about the damage that was done to the vehicle. As per point 12 of the signed contract, you will find the following: "12. Limitations of Liability and Claims. SGT is a broker only and not a motor carrier. SGT has no responsibility to transport and deliver Customers freight but is solely responsible for arranging for the transportation of Customers freight with a motor carrier authorized to transport Customers freight by applicable regulatory authorities. SGT has no responsibility, liability, or involvement in the issuance of insurance, the denial of insurance, or the payment of claims. (a) Damage/Freight Claims. 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."
  
  We are pleased to hear that the carrier has taken responsibility and offered to pay for the damage. However, if you prefer to use the insurance, we are attaching the carrier company's Certificate of Insurance (COI) here as well so that a claim can be filed.
  
  Please do not hesitate to contact us if you need any further assistance or if you have any questions and concerns.

  Business Response

  Date: 10/02/2023

  Thank you, *******, for reaching out.
  
  We are sorry to hear about your experience and all the issues you have encountered. Regarding the delay, we would like to clarify that, as per point 18 of the signed contract terms and conditions (which we are attaching here for your convenience), the pickup and delivery dates and times are estimated, not guaranteed, and can be subject to change due to various factors that *** affect transit time. In point 18, you will find the following statement: "SGT does not guarantee any pickup or delivery times or dates. SGT and the Carrier are not liable for losses or damages occasioned by delays of any kind or for any reason. Furthermore, SGT and the Carrier are not responsible for car rental fees or accommodation fees due to delays in the delivery of the Vehicle."
  
  We are also very sorry to hear about the damage that was done to the vehicle. As per point 12 of the signed contract, you will find the following: "12. Limitations of Liability and Claims. SGT is a broker only and not a motor carrier. SGT has no responsibility to transport and deliver Customers freight but is solely responsible for arranging for the transportation of Customers freight with a motor carrier authorized to transport Customers freight by applicable regulatory authorities. SGT has no responsibility, liability, or involvement in the issuance of insurance, the denial of insurance, or the payment of claims. (a) Damage/Freight Claims. 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."
  
  We are pleased to hear that the carrier has taken responsibility and offered to pay for the damage. However, if you prefer to use the insurance, we are attaching the carrier company's Certificate of Insurance (COI) here as well so that a claim can be filed.
  
  Please do not hesitate to contact us if you need any further assistance or if you have any questions and concerns.

  Customer Answer

  Date: 10/10/2023

  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:

  They still have not paid for the car rental cost between the time they damaged the car and the first available date at the dealership. I should not have to pay one dime for the damage caused by their Driver. 

  
  

  ***** *******
  
  
  
  
   
  

• Initial Complaint

  Date:10/02/2023

  Type:Delivery 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 booked a service with SGT **** on August 8th- with a guaranteed price/signed contract. Per the website and the contract, once you sign the agreement you are LOCKED in. The day before (august 22) my car was supposed to get picked up, they called me to tell me that the price is going up $300 and if I don't agree, they either cancel or will delay the entire shipment (knowing I needed the car to ship out the next day).I spoke to 3 different supervisors who basically yelled at me that the market was going up and that they had to comply and the quote they gave me was too low. HOW does a company just bait and switch the pricing when they know you are expecting the agreed upon services at the agreed upon price via CONTRACT?!? Not to mention they waited until the *** BEFORE to notify me of this mysterious price increase. They completely lied about 'price guarantee' and price lock in. And before I even signed, I asked 2 different people, if we were all set with price and date. They committed to both. So they breach their contract and then force you to accept a new contract with a higher price, the other way, they cancel on you, and you lose how many days you've been waiting for them.They don't care about their customers or about a BINDING contract- they care about lying to you and wasting your time. They say they keep you informed of the status of your vehicle and they're with you every step of the way- haven't heard from them since this conversation. Only was made aware of the vehicle's whereabouts via the 3rd party driver- this company is a complete scam. They pretty much practice unfair trade practice and misrepresent what they promise.

  Business Response

  Date: 08/28/2023

  Thank you for contacting us, *********
  
  We sincerely regret learning about your recent experience and the dissatisfaction the service has caused you. Our unwavering dedication to customer satisfaction makes it disheartening to discover that these are the impressions you've retained from your interaction with us.
  
  It is crucial to highlight that, as was discussed with one of our representatives, point 3 of the signed contract states: "3. Quotations. Except as stipulated in a written agreement between the CUSTOMER and SGT, quotations concerning freight charges or other related fees, as provided by SGT to the CUSTOMER, remain valid for a duration of seven (7) calendar days. The CUSTOMER acknowledges that these quotations are furnished to them based on the information supplied to SGT at the time of quotation. They are subject to adjustments due to actual weights, the precise make, model, or condition of the Vehicle, as well as dimensions and volumes submitted by the CUSTOMER. Furthermore, they may be subject to modification due to unforeseen or unanticipated expenses, circumstances, or events beyond ***** ************************* it's crucial to note that our team offered this alternative option to you with the intention of preventing any potential shipment delays. We consistently prioritize transparency with our customers, especially in instances where shifts in the dynamic market could lead to undesired holdups.
  
  We deeply appreciate the time you've taken to communicate your concerns, and we genuinely hope that this explanation helps to clarify the situation. We extend our sincerest apologies and wish to assure you that the conversations between you and our team will undergo auditing for the purpose of ensuring quality assurance. Our aim is to ascertain that our team conveyed the facts in this delicate situation in the most effective manner possible, which aligns with our constant pursuit of excellence.

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  But your quotations says " charges provided by SGT to the CUSTOMER are valid for seven (7) calendar days." - you told me to lock in my contract so that the quote would be valid. So how does this make sense? I locked in my contract 3 weeks prior to the pick up.

  Your quotation then says "CUSTOMER understands that quotations are provided to CUSTOMER in reliance on the information furnished to SGT at the time the quotation is provided, and are subject to change based on actual weights, the actual make, model, or condition of Vehicle, dimensions, and volumes tendered by the CUSTOMER"- NONE of this occurred- none of this happened. 

  Your website says "Our prices include all taxes, toll fees, full insurance, and all other freight shipping costs. The price you get from us is the price you will pay for your car shipment." - THIS IS CLEARLY UNTRUE- THE ***** I GOT FROM YOU WAS INCREASED BY $300 THE *** BEFORE * *** WAS SUPPOSED TO GET PICKED UP. AND YOU THREATENED TO CANCEL THE CONTRACT OR DELAY THE SHIPMENT AND COULDNT GUARANTEE IF THE *** WOULD GET PICKED UP BECAUSE THE ***** YOU GAVE ME WAS TOO LOW.

  Regards,
  
  *************

  Business Response

  Date: 08/29/2023

  Thank you for your response, ********. We greatly appreciate it.
  
  As indicated in the preceding sentences regarding the pricing, "Furthermore, these prices *** be subject to modification due to unforeseen or unanticipated expenses, circumstances, or events beyond SGT's control." The fluctuating market rates are beyond our sphere of control, and we place a high priority on transparent communication with customers whenever changes arise.
  
  We regret to learn that you perceived a sense of threat or potential order cancellation or delays when the alternative option was presented by the agent. Please be assured that under no circumstances do we intend to threaten our customers. We will thoroughly review this conversation to ensure that all proper protocols were followed.
  
  Regarding order cancellation, as stipulated in point 7(b) of the signed contract, "SGT reserves the right to cancel the order at any time, at SGTs discretion." Our constant aim is to fulfill shipments according to agreements while delivering exceptional service and experiences to each customer. However, instances where challenges arise in assigning a driver due to external changes or circumstances beyond our control *** necessitate cancellation. This action is taken only when it becomes impossible to complete the shipment.
  
  To express our apologies for the situation, we are prepared to offer a $100 restaurant gift certificate. If you are amenable to accepting this gesture, kindly inform us, and we will promptly dispatch a $100 electronic gift certificate to your provided email address.

  Business Response

  Date: 10/03/2023

  Thank you for your response, ********. We greatly appreciate it.
  
  As indicated in the preceding sentences regarding the pricing, "Furthermore, these prices *** be subject to modification due to unforeseen or unanticipated expenses, circumstances, or events beyond SGT's control." The fluctuating market rates are beyond our sphere of control, and we place a high priority on transparent communication with customers whenever changes arise.
  
  We regret to learn that you perceived a sense of threat or potential order cancellation or delays when the alternative option was presented by the agent. Please be assured that under no circumstances do we intend to threaten our customers. We will thoroughly review this conversation to ensure that all proper protocols were followed.
  
  Regarding order cancellation, as stipulated in point 7(b) of the signed contract, "SGT reserves the right to cancel the order at any time, at SGTs discretion." Our constant aim is to fulfill shipments according to agreements while delivering exceptional service and experiences to each customer. However, instances where challenges arise in assigning a driver due to external changes or circumstances beyond our control *** necessitate cancellation. This action is taken only when it becomes impossible to complete the shipment.
  
  To express our apologies for the situation, we are prepared to offer a $100 restaurant gift certificate. If you are amenable to accepting this gesture, kindly inform us, and we will promptly dispatch a $100 electronic gift certificate to your provided email address.

  Customer Answer

  Date: 10/03/2023

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