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:07/02/2024

  Type:Customer Service 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.

  June 17th I contacted Broadway auto transport and they requested a Zelle of ****** to reserve. A week later tbey called and said they needed another ******. They texted and said driver would arrive July 1st between 3 and 5 pm no one showed up or called us. We called the next day and the customer service agent was rude and hung up on me when I asked if this was a scam. My husband called the text number and they said they would have a driver today July 2nd by 1pm. When I called the number to confirm they did not answer and recording said magicjack customer is unavailable. I will call the back to ensure we get credited tbe amount we paid if they do kot show up today. I can not believe this is coming practice and no one shut them down.

  Customer Answer

  Date: 07/11/2024

  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:06/28/2024

  Type:Product 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.

  My daughter and I first dealt with this company back in April 2024. It was a bad experience then but because we were offered a discount to try them again if we took down our bad review, we took the chance and tried them again. In April we were quoted a price of $750 to transport my daughters car but as the time came to pickup the car, we were told they couldn't find anyone with an open container (least expensive) to do it. Which we weren't told that it made a difference in price until this time. We were told the price would be $900 now. We paid it because she needed her car. After complaining and giving them negative reviews, we were told, by a manager (**************** believe) that we would get a 25% and $100 refund if we took down the review off Goggle and try them again. *****, the rep offered us a 50% discount. So we tried them again. We reached out to *****, he was rude again and told us no because he got in trouble for the reviews. We had received a quote in June 2024, from ****, of $450 for this transport so we decided to go ahead anyway thinking surely we would not have the same issue. We were so wrong. Again when the date came, my daughter is told they could find anyone in the area for her date and the price would now be $270 more. Of course we had to do it because they had a deposit which is non-refundable and she needed her car. This seems to be a practice of this company upon my research of them. We are asking for a refund of the amount we paid over the quoted price and a refund of what the discounted amount would have been.

  Business Response

  Date: 07/08/2024

  Dear *************************,
  
  Thank you for reaching out to us and sharing your experience. We sincerely apologize for the inconvenience and frustration you and your daughter encountered while using our services.
  
  We are grateful that you took the time to discuss the issues with us over the phone, and we are glad we were able to address your concerns and ensure everything is right again. Your feedback is invaluable, and we will ensure that such incidents do not occur in the future.
  
  Once again, we apologize for the inconvenience and appreciate your patience. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  
  Thank you for giving us another opportunity to serve you.
  
  Best regards,
  
  *********************
  Senior Broker
  Broadway Auto Transport

  Customer Answer

  Date: 07/08/2024

  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:06/26/2024

  Type:Sales and Advertising 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 reached out to the company for a quote on getting our 2 cars transported from nashua NH to ******** AZ, after receiving the price of $2200 I agreed and signed a contract. I also asked the rep in writing if that was the final price and was told "That is final price" we were on a budget for this move so I didn't want any changes as I had read reviews of this happening with other companies. I made the deposit of $300 and was told id hear from them on Monday (6/17/24) when the cars were to be picked up. On Saturday 6/8/24 I reached out just to make sure everything was still in order. The rep responded stating that he was still working on it and had a few offers higher than what we agreed on so he hadn't assigned one yet but he would update me Monday morning when there would be one for the correct price and for me not to worry. Well come Monday morning the day the cars are supposed to be picked up I receive a phone call saying that my original price of $2200 is now going to be $2800 for our cars. I explained this is not what was in the contract we signed and this is why I asked if the price was final, all I got were apologies and and offer of $100 discount from the company and the driver, bringing our total to $2600!!! since we were flying out the next day we didn't have a choice and were pretty much forced into paying that and also add another $100 onto the $300 deposit we had already made. This is just sneaky to me and unprofessional! they should not be allowed to tell you the price is final especially when people are on a budget for huge moves across the country. it set us back with a lot of other things we needed to do. I felt scammed and taken advantage of and wouldn't recommend this company to anyone just because of this.

  Business Response

  Date: 06/29/2024

  Dear ************;*******,
  
  We are deeply sorry for the inconvenience and frustration you experienced with Broadway Auto Transport. Your feedback highlights areas where we need to improve, and we sincerely regret not meeting your expectations.
  
  While we are glad that we were able to follow up with you, we are glad that we were able to follow up with you and ensure that your concerns were addressed. Our aim is to treat every customer with respect and provide reliable service, and we are pleased that we could ultimately make things right for you.
  
  Thank you for your patience and for giving us the opportunity to rectify the situation. We are committed to learning from this experience and improving our services for the future.
  
  Sincerely,
  ********************* - Senior Manager
  Broadway Auto Transport

  Customer Answer

  Date: 07/04/2024

  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:06/14/2024

  Type:Product 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.

  If I could give zero stars, I would. I decided to use this company because they promised to transport my car for $1,400 by noon the next day. Unlike other companies that aggressively pursue your business, this one seemed proactive and trustworthy. ********************* was the agent handling my request, and I was charged a $208 fee upfront. But the service was never delivered.***** claimed there was an issue with his assistant and gave me the runaround all day. I had to step out of important meetings at work to deal with his calls and emails, yet Broadway Auto Transport still failed to follow through. Suddenly, the price jumped to $1,900, which was not what we agreed upon. Despite his initial assurance that my vehicle would be picked up by noon the next day, he couldn't even find a driver.Due to their incompetence, I am now incurring storage fees. If they had been honest about their inability to fulfill the contract, I could have made other arrangements. Instead, I wasted my entire day waiting for them to come through. To add insult to injury, ***** harassed me in the evening with offers to "make it right," but only if I paid $500 more than our original agreement. Despite repeatedly asking for a refund of my $208, I am still waiting.This company is an absolute joke. Save yourself the headache and choose a different transport service. They have no respect for their customers' time or money and are completely unreliable. I will never do business with them again, and I hope my experience warns others to steer clear.

  Business Response

  Date: 06/17/2024

  Dear ***********;*******,
  
  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you have experienced. We understand how important it is to have reliable and timely service, and we regret that we fell short of your expectations.
  
  We want to assure you that we are committed to resolving this issue and finding a satisfactory solution for you. Our team is actively working to address the concerns youve raised, and we are taking extra steps to explore alternative options for transporting your car as quickly and efficiently as possible.
  
  Regarding the refund of your $208, we have no issue processing this for you and will expedite it immediately. We are also reviewing our internal processes to ensure that situations like this do not happen in the future.
  
  We ask for your cooperation and understanding as we work to make this right. Please give us the opportunity to correct our mistakes and regain your trust. Our goal is to ensure your complete satisfaction, and we hope to find a resolution that meets your needs.
  
  Thank you for your patience, and we look forward to resolving this matter promptly.
  
  Sincerely,
  
  ********************* - ********************************* Team  
  **********************

  Customer Answer

  Date: 06/17/2024

  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:

   

  Good evening,

  Thank you for responding. I will look for the refund and expect it within the next 5 business days. Once received, I will close the case.

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

  
  

  Business Response

  Date: 06/29/2024

  Dear ***********;*******,
  
  We sincerely apologize for the inconvenience and frustration you experienced with our service. Your feedback is very important to us, and we take it seriously.
  
  We understand that the situation did not meet your expectations, and we are truly sorry for the inconvenience caused. We appreciate your patience and understanding as we worked through the issues. We are glad that we were able to follow up with you and ensure that you were treated with the respect and care that every customer deserves.
  
  We are pleased that we were able to talk and ultimately make things right. Thank you for giving us the opportunity to address your concerns and improve our service.
  
  Best regards,  
  *********************
  Broadway Auto Transport

  Customer Answer

  Date: 07/01/2024

  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:06/03/2024

  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.

  They quoted me $300 and, on delivery day, had the driver they had hired call me and say the job would be $650. They lied about the contract, and after five days, they couldn't match $300 or even come close to it. Further, to confirm my suspicions that they were giving lowball quotes, I contacted them using an alternate number and requested a very similar quote, and once again got a lowball figure. I guarantee I could do this repeatedly because it is clear they operate from partial brokerage fees and **** the price up at the last minute routinely. If you don't get them off your roster, they will undermine your long-established credit as an agency.

  Business Response

  Date: 06/11/2024

  Dear ************;**********,
  
  Thank you for bringing this matter to our attention. My name is *********************, and I am the manager at Broadway. I am truly sorry to hear about the negative experience you had with our service.
  
  First and foremost, I want to assure you that we take such concerns very seriously. We have reviewed your feedback and understand the frustration caused by the discrepancy in the quoted price and the final amount requested. Please accept our sincerest apologies for any inconvenience this has caused.
  
  I am glad that we have been in touch with the you and have found a satisfactory solution to address your concerns. Our goal is always to provide transparent, fair, and reliable service, and we are taking steps to ensure such issues do not occur in the future.
  
  Thank you for your patience and understanding as we work to improve our processes and maintain the high standards our customers expect from us.
  
  Best regards,
  
  ********************* - Senior Level Manager
  **************
  Broadway Auto Transport
  

• Initial Complaint

  Date:05/24/2024

  Type:Billing 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 May 6th, 2024, I signed a contract with Broadway Auto Transport *************** to transport my vehicle from ******** to **********. The pick-up date was May 24th, and the expected delivery date was June 1st. The total price was $900. *********** requested a reservation/deposit of $200 out of the $900, using various payment methods including Zelle, Cashapp, and credit card with a 3% transaction fee. I initially asked for ***** information to avoid the fee. *********** provided me with a Zelle account that belonged to another company, Safeeds Transport **** in ***I questioned this with the agent I spoke with, but the agent did not provide me with a clear answer and stated that they somehow shared their financial accounts. I changed the payment method to a credit card and processed the transaction. I periodically contacted the agent to check on the status. The agent's only response was, "It will be done." *********** did not provide their truck driver information as promised, even on the day the vehicle was supposed to be picked up. Now, the company is stating they couldn't find a driver at the agreed price, and the new price will be $1100 excluding the deposit, making the total $1300.I immediately ceased communication with the company. I suspect that this is a paper company for Safeeds Transport and that they have no intention of providing proper service to clients bound by contract.

  Business Response

  Date: 05/29/2024

  Dear *************,
  
  We hope this message finds you well.
  
  First and foremost, we extend our sincerest apologies for the inconvenience and frustration you have experienced with our service. At Broadway Auto Transport, we strive to provide the highest level of service to our valued customers, and we regret that we have not met your expectations in this instance.
  
  To address your concerns, we will honor the original contract terms, including the total price of $900, ensure the pick-up of your vehicle on any date and delivery by a time you feel comfortable with, clarify that we are not a paper company for Safeeds Transport and have no affiliation with them, and improve our communication and payment processes to prevent such issues in the future.
  
  We deeply value your business and appreciate your patience as we work to make this right. Should you have any immediate concerns or require further assistance, please do not hesitate to contact us directly at ************ or **********************************.
  
  Thank you for bringing this to our attention and allowing us the opportunity to correct the situation. We look forward to successfully transporting your vehicle and restoring your confidence in Broadway Auto Transport.
  
  Warm regards,
  
  P
  S
  Broadway Auto Transport

• Initial Complaint

  Date:05/20/2024

  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.

  On April 03, 2024, I was contacted by **** from Broadway Auto Transport with an auto shipping quote of $850 USD to ship my vehicle from ***************, ** to ********, ** on May 13, 2024. This quote included 200 lbs of my personal belongings in the vehicle. I accepted the contract and signed it, I was then asked to pay a $250 reservation fee after I was told initially there wouldnt be any upfront fees. I paid through cash app and waited the next couple of weeks for **** to contact me with information on the shipment. On May 11th, 2024 I was finally contacted by **** stating they are still trying to find a driver. On May 14, 2024 a day after May 13th the day we agreed upon for my car to get picked up on the contract. **** calls me stating no drivers are available for the price we agreed on. **** states I only have two options of drivers one for $1750 with good insurance or one for $1450 and this driver has no insurance. I profusely declined stating this is not the price on my contract that I originally signed. **** knew I had to move out of ******* on May 15, 2024 so I was backed into a corner and now had to pay $1450 to ship my car. I unfortunately did not have a choice or else I would miss my flight and agreed. **** sent a new contract of $1450 and under my circumstances I had no other choice but to sign. I had to pay another $100 through cash app when signing this new contract. After being contacted by the truck dispatch office they stated I could not bring 200 lbs of my belongings and only could bring 100 lbs. I contacted **** to help me and he told me he would figure something out. Nothing was done and I had to throw away some of my belongings to make weight. On May 17. 2024 my car arrived to the destination and I paid the rest of the $1100 through Zelle. I was mislead by a great shipping quote initially and then backed into a corner closer to my moving date. I wouldnt have a choice under time sensitive circumstances.

  Customer Answer

  Date: 05/20/2024

  Better Business Bureau:
  
  Recently Broadway Auto Transport contacted me and refunded me a portion of the total amount. 

  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:05/08/2024

  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.

  I signed a contract to have my daughters car shipped home for the summer. I was told one price in the contract and the day of I was told a different price. Who has an extra 400 dollars just sitting around. Good thing I didnt pay anything yet.

  Business Response

  Date: 05/13/2024

  Dear *******************************,
  
  I'm truly sorry to hear about your experience with the pricing discrepancy for your daughter's car shipment. This is not the level of service we aim to provide, and I apologize for any inconvenience or frustration it may have caused.
  
  We take full responsibility for the miscommunication regarding the pricing in your contract. Rest assured, we are taking immediate steps to address this issue and ensure that our pricing quotes are accurate and transparent in the future. The situation arose because the only available driver was requesting a higher price than our quoted rate, which was beyond our control. However, I want to emphasize that our initial quote was fair and competitive.
  
  I'm also deeply concerned to hear about your interaction with our agent and apologize if you felt they were rude. **************** is of utmost importance to us, and we will provide additional training to ensure that our agents are professional and respectful in all interactions with customers.
  
  Moving forward, I want to assure you that we are committed to resolving this issue and regaining your trust. We are prepared to compensate you for any inconvenience you've experienced and are fully committed to completing the shipment as originally agreed upon.
  
  If you have any further concerns or if there is anything else we can do to assist you, please don't hesitate to contact me directly at ************. Thank you for bringing this matter to our attention, and I appreciate your understanding as we work to rectify the situation.
  
  Sincerely,
  
  *********************
  Senior Manager
  Broadway Auto Transport

• Initial Complaint

  Date:02/15/2024

  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.

  My vehicle is at an auto repair shop in Berkley **, I live in ****** **. I signed a contract with Broadway Auto Transport on Feb 9, ****. The contract was for the pickup on 2/13/**** and Delivery on 2/15/****. The cost of the transport was $500.00 On 2/13/**** (the day they were supposed to pickup the vehicle) I received a text saying that its going to cost $700 instead of $500.00. I told her(****) that I only am paying $500 because thats what the contract is for. She told me that the cant do it for the contracted amount.I am paying $45 extra a day (storage) for my vehicle. They refused to give me the money back and said they will wait until they find a driver that will do it for $500.00. She told me its going to cost ME more money unless I pay the $700 because of my storage fees.They are refusing to honor the contract.

  Business Response

  Date: 02/15/2024

  Dear *********************,
  
  I hope this message finds you well. Firstly, please allow me to extend my sincerest apologies for the inconvenience and frustration you experienced regarding the discrepancy in your transport contract with Broadway Auto Transport. 
  
  Upon reviewing the situation, we acknowledge our mistake in not honoring the original contract agreement for the pickup and delivery of your vehicle. It was never our intention to cause you any inconvenience or distress, and we deeply regret any frustration this may have caused.
  
  I want to assure you that we take your feedback seriously and are committed to rectifying the situation promptly. As the manager of Broadway Auto, I have personally ensured that your refund of the price difference between the contracted amount of $500 and the requested $700 has been processed today. You can expect to see the refund reflected in your account shortly.
  
  Furthermore, I'm pleased to inform you that your vehicle is scheduled for delivery today, as per the original agreement. We understand the urgency of having your vehicle returned to you promptly, and we have expedited the process to minimize any further inconvenience.
  
  Once again, I apologize for any inconvenience this situation has caused you. We value your business and trust in Broadway Auto Transport, and we are committed to providing you with excellent service moving forward.
  
  If you have any further questions or concerns, please do not hesitate to reach out to me directly at ************. Thank you for your understanding and patience.
  
  Warm regards,
  
  *********************
  Senior Manager
  Broadway Auto Transport

  Customer Answer

  Date: 02/20/2024

  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:12/11/2023

  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.

  On Nov 11 at 5:08 PM, I received a text from Broadway ************ that quoted me a price of $850 to ship my car across the country (******* to Virginia). We called and talked back and forth. The initial contract was signed with the lower amount. He knew I had only a few days before I left to return to VA. A driver was finally assigned to the job, but the price jumped at the last minute from $850 to $1350. Since I was out of time to get another company to assist, I was stuck, so I signed the agreement. The driver picked up the car and then, a little over 48 hours later, delivered it to my house over **** miles away. I wonder how a lone driver could make that trip. And the car was damaged. Now for the fun. The website (*******************************************) states, "At Broadway Auto Transport, our commitment to quality, safety, and customer satisfaction sets us apart. We're fully licensed, insured, and equipped with modern technology for efficient vehicle transport." That is not true at all. Once I called and reported the accident, Broadway said they were only the broker; they didn't insure anything. I was sent to the dispatcher, who said I had to deal with the driver. The driver showed me a picture of the semi that hit my car, and now the driver will not return my phone calls. No one will return calls, not Broadway, the dispatcher, or the driver. ***************** doesn't exist. Insurance? The website says so, but they won't give policy numbers or even take my phone call. I want my $200 deposit back. I have a wrecked car, spent days trying to get a resolution, and have received nothing in return.

  Business Response

  Date: 12/12/2023

  I appreciate the opportunity to address your concerns and sincerely apologize for the challenges you faced during your recent car shipping with Broadway Auto Transport. We take customer feedback seriously, and I am personally overseeing the investigation to find a resolution.
  
  I understand your frustration with the unexpected cost increase and vehicle damage, which does not align with our commitment to quality, safety, and customer satisfaction. I am taking immediate action to review your case, identify pricing discrepancies, and determine the cause of the damage. Regarding insurance, I regret any confusion about our role as a broker and am committed to working with you to resolve the situation. I apologize for communication difficulties and assure you we are actively improving processes to prevent such issues in the future.
  
  To expedite the resolution process, I, *********************, the manager of Broadway Auto Transport, will personally oversee your case. I will be reaching out to you shortly to discuss the details of your experience, address your concerns, and work towards a fair resolution.
  
  Regarding your $200 deposit, we understand your request for a refund and will review your case thoroughly. Our goal is to ensure you are compensated fairly for the inconvenience you've faced.
  
  Once again, I apologize for the negative experience you've had with Broadway Auto Transport. We value your business, and I am committed to making things right. Please expect a call from me shortly, and feel free to contact me directly at ************** if you have any further concerns or questions.
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work towards a resolution.
  
  Sincerely,
  
  *********************
  Manager
  Broadway Auto Transport

  Customer Answer

  Date: 12/13/2023

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