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:10/02/2023

  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.

  Bill ** Lading for Load ID: *********** Missing Items I had your company ship my *** from *******

  Business Response

  Date: 10/13/2023

  We are sorry to hear that your SUV arrived missing items. I understand how frustrating and upsetting this must be, and I want to assure you that we are committed to helping you resolve this issue. You can reach out to our main line or the agent that helped you book the order and we can assist you communicating between you and the carrier company that transported your vehicle.
  

  It is not possible for us to control what happens on the road. We *************** that have an excellent reputation but incidents, although rare, unfortunately are unavoidable.This is why our contract states on section 5 of the agreement Any claim for loss or damage must be noted and signed on the condition report at the time of delivery. Any claims by ******* shall be exclusively filed against the Carrier.This is because the carrier is responsible for the goods while they are transporting. 
  

  Again,we are sorry to hear about your situation with the carrier and the distress this has caused you.

  Customer Answer

  Date: 10/16/2023

  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 believe my personal items were taken while my SUV sat on the carriers lot unlocked and unattended for 10 days. I spoke with both Brookwide and Turbo Auto Carrier, and both parties will not take responsibility for not insuring my property was secure. I would like them to review security cameras, if there were any, and give me an explanation on what happened with the security of my and others property.
  

   

   

   

   

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

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

  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:

  They have not addressed the issue of security on their lot while the automobiles are awaiting transport to the final designation. My SUV sat on their lot for 10 days unlocked, unattended, and unsecured, that is the issue that needs to be addressed.
  

   

   

   

   

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

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

  Business Response

  Date: 12/10/2023

  Dear *******,

  I hope the below message can clarify the misunderstanding.

  We would like to clarify on the 'issue of security on their lot'. We do not own lots and we have no control over security protocols of the carriers or the lots that they use. This is the reason our contract with the customer states that claims must be filed against the carrier and not with us. Article 5 of customer agreement: Any claim for loss or damage must be noted and signed on the condition report at the time of delivery. Any claims by ******* shall be exclusively filed against the Carrier.

  From the carrier side, the total distance the vehicle was contracted to be transported is **** miles, with a contractual estimated delivery time of 7 days. This service was contracted and vehicle was picked up on the same day, 09/16/2023. According to the *** you provided and the email confirmation from the carrier, the the car was dropped off 7 days later on 09/23/2023.  A driver can cover an average of 500 miles per day and this excludes unloading/offloading, traffic conditions and other factors. With the total transit time of 7 days over **** miles, its not possible that the carrier left the vehicle unattended for 10 days on a lot.  

  We do apologize for your situation but unfortunately, this situation is out of our hands. 

• Initial Complaint

  Date:07/25/2023

  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.

  We hired *********************, an agent who works for Brookwide Inc. to transport our vehicle from ******, ** to *************, ** on June 29, 2023 for our son to commute to work. On the invoice, the estimated delivery date was July 6, 2023 but we did not receive the vehicle until July 19, 2023 in *******, **. The carrier who transports our vehicle is ******** Auto Transport LLC. ****, who works with the carrier company, could not contact them nor they did not return his calls and he did not know where our vehicle was located at the time of transport. He had me, the customer, to contact the carrier to find out and settle this transaction. When we received the vehicle, the car was full of dead bugs in the front of the car and we did not notice the damages underneath the front bumper after the car washed. He also refused to help me file the damage claim to the carrier. Please refer to the texted communications attached below.

  Business Response

  Date: 07/28/2023

  We understand the inconvenience and frustration caused by the delayed delivery and take your feedback very seriously. We apologize for your negative experience with our company and the carrier we dispatched for your recent vehicle delivery. 
  Upon reviewing the situation, we found that the unfortunate delay resulted from an unexpected breakdown of the carrier truck. While we do everything in our power to ensure timely deliveries, mechanical issues are rare but can occur in any industry. 
  Our team has thoroughly investigated the matter and found that our agent attempted to provide you with regular updates during the ordeal. Nevertheless, we understand that this may have yet to alleviate your concerns.
  Given this incident, we have discontinued our partnership with the carrier responsible for your delivery. We hold ourselves to the highest service standards, and partnering with reliable and efficient carriers is crucial in achieving this goal. We are committed to working exclusively with carriers with a proven track record of reliability and excellent service.
  Our agent has provided you with the necessary insurance information for the carrier. We strongly advise you to proceed with filing a claim with their insurance company for any damages you may have incurred. 
  To further assist you, we have developed an easy to use damage claims template, which can be accessed on the resolution center on our website. This template will help expedite the claims process with the carrier. 
  If you have any further questions or concerns, please do not hesitate to contact our customer support team. 
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

• Initial Complaint

  Date:07/05/2023

  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.

  After signing contract for specific rate. I was contacted next day saying shipping can happen sooner for extra $200. I was promised a specific date. I agreed to pay for expedited shipping. This did not happen. Communication breakdown is ridiculous. My vehicle has some minor damage from falling over onto a jetski..i assume it fell because it was leaning on the jetski when the shipper showed up. Bad experience. Not a professional operation. I was lied to several times.

  Business Response

  Date: 07/07/2023

  Thank you for your feedback. We understand how important it is for our customers to receive their vehicles on time. We contracted a highly-rated carrier with your exact specifications. Unfortunately, unforeseen events, such as traffic conditions, weather events, and mechanical problems, are out of our control. We do our best to accommodate the customers' requests, but it is impossible to guarantee the drop-off time, as reflected in the agreed terms & conditions.
   
  We value you as a customer and hope that this experience will not deter you from continuing to choose our services in the future. We are committed to learning from this situation and making necessary improvements to ensure it does not happen again.
  
  Please take a moment to review your agent from our website under ****************** Report a Problem, Rate your Agent, or use the below link, 
  **********************************************;

• Initial Complaint

  Date:03/29/2023

  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.

  very bad customer service. asked me they can do my job for 350$. took 100$. after they got my money, their attitude changed and became very rude with me. i asked them to refund money just because I don't like they way they are treating me but they say, "do whatever you want" . they wont refund my money even if I dont' like their service

  Business Response

  Date: 03/31/2023

  Thank you for reaching out to us through the Better Business Bureau. We appreciate your feedback and take all customer comments earnestly as we continuously strive to improve our services.
  We are sorry that your experience with our company fell short of your expectations. We are pleased to inform you that we resolved the issue promptly and are delighted that you are now satisfied with the outcome.
  At Brookwide, we value customer satisfaction and continually seek ways to serve our customers better. We are glad that we were able to address your concerns and provide a solution that meets your needs.
  We apologize for any inconvenience you may have experienced, and we appreciate your patience while we worked to resolve your issue. If you have any further concerns or feedback, please do not hesitate to contact us. We are committed to providing you with excellent service, and we thank you for your business.

• Initial Complaint

  Date:11/28/2022

  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 contracted Brookwide to transport my vehicle. In my conversation with them, I was promised my vehicle would be picked up on 11/21 and paid a $295 fee. No one showed up in 11/21 and I reached out to ********************* to figure out what was going on. He made excuse after excuse and then promised it would be taken care of. I then get a dispatch notice that my vehicle will be picked up on 11/23. My vehicle has not been picked up and is still sitting at our home. We are moving and leaving town, which is why I went with the company that said they could guarantee my vehicle pick up date. To say Im upset is an understatement. I paid them for a service that they cannot seem to provide. Theyve dodged my text messages and calls and so has the vehicle transport company. I want to be contacted immediately by the companies owner and I want compensation for the money I paid that they did not provide a service for. I can provide screen shots of everything that was sent to me via text if requested or needed.

  Business Response

  Date: 11/29/2022

  We are sorry to hear about your recent experience with our company. We take complaints seriously and would love the opportunity make them right. Unfortunately, we have no control over whether or not a carrier will cancel at the last minute. All carriers strive to meet deadlines but unforeseen events sometimes arise that cause delays beyond our expectations. We do offer refunds on any orders which has not been dispatched. Please feel free to reach out to us if you have any questions or concerns, ********************************