Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  pick up date was on 12.21.24. initial charge was for $850.00, there was suppose to be a $200.00 .credit, that was never honored. The first ****** had an emergency and could not make it, The broker found another Driver and charged ne $900.00. Dropoff was estimated for 12.26.24, it did not get dropped off until 12.28.24. During transit off the vehicle, I was informed that I was gonna be charged a extra $150 for the vehicle being overweight. I was told that the ****** informed that my vehicle was overweight by 300lbs. I inform the broker that my ************************************************ while on the truck during pick up. but I still got charged extra. I believe I was taken advantage of. everything was probably just under 100lbs

  Business Response

  Date: 02/01/2025

  The first order confirmation for a total of $850 was signed by the customer eariler and at that day there was a driver for that price. But as that driver had issue with his truck, he was unable to take the vehicle, for what customer asked us to find another driver. We found one, but that one was for total $900 and customer did agree to pay that amount. As it is written in the contract, customer agreed to pay a total of $900 for shipping 2007 Chevrolet Malibu from ** to MA.  If customer didn't agree, we would never book the driver without customer's permission.
  
  Regarding the personal belongings in the vehicle, we informed the customer that he is allowed to put belonging only up to 100 lbs, and it is also mentioned in the contract(attached below). But as he informed, driver found out that the stuff in the car was over 300 lbs. That extra amount($150) was paid to the carrier, not to Neptune.  We didn't force the customer to pay any extra charge and nothing else was paid to Neptune. Furthermore, customer never informed us about the issue with the weight of the stuff. If we knew, we would be able to try to solve the issue by talking to the driver. It seems that $150 was personal agreement between customer and carrier. We never knew that customer decided to pay the driver more.
  
  Sincerely, Neptune auto transport
  Thanks.

  Customer Answer

  Date: 02/03/2025

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

  [Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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 paid a deposit for service that I didn't receive. They were supposed to come pick up a vehicle but didn't even show up and now won't give me back my deposit. It has been over 39 days.

  Customer Answer

  Date: 11/27/2024

  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,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:11/18/2024

  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.

  11/9 Saturday I received quote from ***** of Neptune Auto Transport. This was after requesting for multiple quotes online. He said he is going to look into it and get back to me with an estimate.11/10 Sunday He said total estimate price is $400. At this point, I've received multiple quotes ranging from $350 ~ $500. After searching for this company online, I saw multiple complaints regarding cost and delivery time. I asked him about this upfront and he tried to explain how there have been some bad cases but he is going to do an honest business with me. So, I decided to go with him 11/11 Monday He got back to me with exact quote of $500, which is 25% more than initial estimate. However, because of time and energy I've spent with him, I let it slide. He promised that this driver is good and he has multiple experiences with him. We set a pick up date for the 14th (Thursday) and he said the car would be here the next day (15th, Friday)11/13 Wednesday I get a text with Diesel Auto Express. Seems like he is outsourcing and the outsourced company is hiring a driver. We confirm on pick up location, date and time. 11/14 Thursday I do not hear anything from the driver until 11:00 AM. I start to call Neptune as well as Diesel but no one responds. I was finally able to reach someone at 1:00 PM - he promised to picked up at 4:00 PM. Around 4:00 PM, I call the driver asking his location. He says its delayed at pick up at 5:30 PM. 11/15 Friday I call driver, diesel and neptune. No one is picking up. Around 11:00 AM, I get notified that the car would be arriving at 4:00 PM from Diesel.Around 2:00 PM I hear that the car is still stuck in *********, ** and the delivery would be 11:00 PM, which I agreed.Around 8:00 PM I receive a call saying the delivery would be there by 4PM.11/16 Saturday 3:00 PM, I call the driver. He is still in **. Promised delivery by tonight.8:00 PM, the driver says its getting late and delivery tomorrow.11/17 Sunday I still have not heard back.

  Business Response

  Date: 11/25/2024

  We have to know what did ***** do wrong. You mentioned in your review that ***** didn't answer your calls and reply your messages. But I checked ******* phone, there is not a single missed call or not replied message. In order to punish him, we have to find out what was his fault and give him fair punishment. He booked Diesel auto express, which is among top -5 best carrier companies all around the **. They have been in this industry since 2008. We have worked with them 42 times and their rating on Central dispatch(the only platform used by all carriers and brokers all around the ***) is the best ever. If there were 100 other available drivers, any broker would book Diesel. 100%. Sometimes not everything goes as planned and something unpredictable may happen on the road. Your car arrived 2 days later, we understand. But it is not fair to fill all websites with negative reviews when we did nothing wrong. You could discuss it with us before leaving the reviews, and we would find a solution that discussing that with Diesel auto express.

  Customer Answer

  Date: 11/29/2024

  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:

  [Your Answer Here]

  If you are claiming you guys did nothing wrong and the car arriving late and lack of communication, the complete frustration on my end is not your fault, then what is your business model?

  I get it - You guys are brokers. You guys never drive a car, just find customer and match to a driver get a fee.

  Now, as a broker, it is YOUR duty to ensure that the transaction goes smoothly. Otherwise, what is the service you are providing?

  As you already acknowledged, the delivery was delayed by 300%. I understand things happen in life, but 300% late? 2 days late on a 1 day shipping promise? this is due to lack of effort.

  I am merely reporting to BBB and ****** simply what happened.

  (A) I booked delivery service with you guys.

  (B) My car got delayed 2 days without proper communication

  Simple as that. 

   

   

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

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

  Customer Answer

  Date: 12/11/2024

  To whom it may concern,

  My desired solution for this issue is just posting a BBB complaint.

  I've already paid, the damage has been done. Neptune auto were unwilling to "make right" at that moment and now that I am filing complaint on BBB, they are much more willing to meet me half way.

  Honestly, I don't respect that kind of behavior and I feel like the rest of the americans should know that this is just a way Neptune auto is doing business.

  They lie to their customers, don't even care about doing their part of the business as soon as the customer signs an agreement.

  Please, share my complaint on BBB so that people in the United States of American can make a smarter decision when it comes to auto shipment.

   

  Best,

  ******

• Initial Complaint

  Date:05/23/2024

  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.

  A contract was originally signed and an agreement was made to pay ****************** $500 to transport my car from ** to **. $300 was prepaid prior to the car pick-up and $200 would be the remaining balance upon the cars arrival in good condition. While in communication with the truck driver I was made aware on the morning the car would be dropped off that the remaining balance for my car to be released was $1450. I am not sure of the details but ****** Aspirations somehow contracted my car out to Neptune Auto Transport with the same details on the invoice for $1450. All the accurate information was on the contract/invoice for ****** but all the fake false information was on the second company Neptune Auto Transport. The driver was contracted through Neptune Auto Transport which I am not aware of or have never spoken to but in the end I believe the two companies are scamming people together and I would like to be refunded my $1400 that was paid to the driver. $1000 was taken by the driver and 450 was Zelled to Neptune Auto Transport. I think both companies Neptune Auto Transport and ****************** should have to answer for this scam/fraud. I have all and any evidence that needs to be provided and a police report has been filed. This is not right and the transport company should have to answer for their actions.

  Business Response

  Date: 05/24/2024

  Dear *****,

  On the date 05/16/2024, our agent ******* received a lead from our website (**************************) with details as follows:
  Shipper: *****
  Email: ****************************
  Phone: **************
  Vehicle: 2023 ***** Accord
  Origin: ************ , **
  Destination: *********** , **
  Our agent ******* had sent a contract for $1450 in total including carrier and his service fee after confirming the exact price with the driver. Customer named ***** agreed for the price and signed the contract on 05/17/2024 (the contract is attached).
  It is out of all auto transport brokerages control to identify the potential customer if he/she is requesting a quote for the real customer or not. 
  In this case, full responsibility and scam belongs to the double brokerage company - ******************************* (USDOT: ******** **********) who scammed the customer (***** *******) by getting auto ********************** order from her for unrealistic price ($500) and contacting us as being the real customer with fake information and signature. ******************************* scammed Neptune Auto Transport by introducing himself as ***** and giving fake information just to make money.
  The agent ******* and Neptune Auto Transport LLC were fully unaware of the case that ****** ************************ was scamming the customer and us.

  
  Our agent did all the tasks as they should be: Received a lead, sent a quote, found and sent an exact driver to the pick-up address, had the shipment delivered by the carrier.
  Any violation, disobedience the law or scamming has not been done by Neptune Auto Transport LLC.

  
  I am attaching all the message conversations between our agent ******* and ***** (without knowing that the person is from ****** ************************) who owns the number *************.
  Any claim, complaint or report should be filed against *******************************.
  
  Regards,
  Neptune Auto Transport LLC Management Department
  Email address:**********************************************************

  Customer Answer

  Date: 06/06/2024

  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:

  Dear Neptune Auto Transport LLC Management Department,
  
  As a professional business operating in ******* once you all were made aware of the circumstances prior to my car being dropped off, you took no accountability and showed no sort of empathy to the situation. I contacted Neptune on 5/20/2024 to inform them of the situation and much like their response on here their feedback was unprofessional and apathetic. ****** whom I spoke to said, Well we have to eat also. Neptune continues to insult my intelligence that the price was unrealistic, but I also made a successful transport of another car down here with no issues in March 2023 for $400, so $500 to transport a car from VA to ** is not unrealistic. To make anyone feel as though they should have known better in a situation like this is not the right response or displaying good customer service. At the end of the day, I continue to believe these two companies were working together in this scam and this is why Neptune made sure their service fee of $400 was paid. This fee could/should have been waived when they were made aware of the details of the operation. What is unrealistic is the broker/service fee that Neptune has charged, even the driver stated this information. The driver continuously communicated to them to inform them of the situation and to try and get them to decrease their fee. One of the responses was I am pretty sure that poor girl is 10 times richer than me. Conversation between Neptune and driver attached for reference of unprofessionalism and rude behavior displayed by Neptune. I would like the service fee of $400 to be returned by Neptune and an apology issued for their treatment. Neptune you all need to do better and maybe take some customer service skills classes, so you are aware of how to properly treat people especially considering I was a victim in this situation.  
  Phone Conversation between Driver and Neptune *************:Black is Neptune and Green is Driver
  

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

   
  

  Business Response

  Date: 01/28/2025

  We have got a signed contract from *****(she pretended to be *****,) about shipping her ************************* to **. We have received a call from the phone number ************ on  05/17/2024 and she required an enclosed shipping, then we agreed to a total of $1450 shipment fee. We assigned this order to Southwest One Transport LLC in the same day. Customer didn't want to pay any deposit or reservation fee, so she was supposed to pay all amount($1450) upon delivery in cash. We didn't get even a ***** from that person. When the driver got to delivery location, we were informed by real ***** that the people who pretended to be her were double brokers and they scammed her. The name of that company was ******************. We didn't know that we were talking to scammers(there was no way to determine that, anyone can call us and pretend to be a customer). ****** Aspirations is the only party who is responsible for solving the issue here, we didn't do anything wrong, all according to the contract. ***** ***** ******* had a contract with ******. She didn't pay us even $1, so we do not owe her anything. 
  Furthermore, **** ******* words about being unprofessional and insulting customer does not correspond to reality as these words were told by the agent of ******, not Neptune. Maybe she is confusing and think that she talked to Neptune's agent from the beginning(during negotiation process). Actually, we have had a conversation with her only at the day of delivery when our driver reached the location.
  
  Sincerely, Neptune auto transport.
  Thanks