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:05/30/2025

  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.

  I purchased a car from **************, ********* and I needed it to be brought to *******************. The dealer recommended easy auto ship so they contacted themand then they contacted us. They picked up our car on May 15 and said it will be delivered on May 17, May 17 came no car. We never heard a word why or from anyone but come to find out the car was the truck was broke down with our ***** it when we called they never called us. They told us they were waiting for parts that the car should be delivered on May 24which was a Saturday Saturday the 24th came no car no updates come to find out again. The truck was still broke down and they were trying to getanother carrier to pick it up. They had a hard time cause it was memorial Day weekend. They finally got someone they texted me the ******sname it was ********** We were supposed to have the car today no phone calls no updates. I tried calling the dispatcher for ********* and he did not answer.He did not answer his phone. I left a message. I got no return phone call. I called easy auto ship today and they told me that his was broke down so two broke down trucks transporting our car. They informed me that my car was being picked up today and it will be delivered on 31 and I will have to pay the full amount of $950 which 250 of it was supposed to be put on a credit card but theyrefunded us. They also took $150 off for compensation for the car being late when they told me I had to pay the whole amount, I saidwhat about 150 you were supposed to take off they said that was from the first ****** was gonna give us 150 off my response was should still be compensated theyve had my car since May 15 on a truck and never left **********************. My Husband got numerous tax. They were in ************ and another they were in **** close to ************, which had to be lies because the car never left ************************. I think that we should becompensated. Weve been waiting all this time to get a car with no updates

  

  Business Response

  Date: 06/01/2025

  There are alot of missing pieces to this story. Our customer service team has been in constant communication with the customer despite her telling us that she has never spoken  to anyone in our office. From the day the order was booked  we have spoken to her 28 times between text messages and phone calls. The issues started when our sales broker spoke to her and she had an issue because he does not speak perfect English and requested someone that spoke English fully.  We do not discriminate at our place of employment and found it very offensive when she called in and had a conversation with our sales manager, we understand the issue she was having and would have been happy to correct it however the way it was brought to our attention was disrespectful and honestly rude. We did find a carrier to pick up the customers vehicle on 5/15 and get delivered on 5/17. The customer called in on 5/19 for an update we reached out to the carrier and they said they were estimating delivery on 5/21 which is still within the window for delivery. The customer then called back in afterhours and got our afterhours customer service line and they let her know the same thing that she was told during the day that the vehicle would be delivered on the 21st. She was very combative and volatile with our over night team for no reason other then she was upset that delivery was a day later which is still within our contract. She threatened them with negative reviews and this BBB complaint. The carrier did call in on the 20th and let us know that their truck was having issues and they were at the shop and they were estimating delivery for the 22nd due to the repairs. The customer called back in on 5/22 and said that her husband told the carrier to wait and deliver the vehicle that weekend instead of when they had it scheduled.  We found out on 5/24 that the carrier was still broken down and they did not have an estimated time for delivery. Our dispatch manager posted the order back up on the load boards to find a driver to pick up the vehicle at the place the carrier was getting fixed at and delivering it to the customer. The customer called in again and said she wanted to speak to a manager because she has never herd from anyone since she booked the transport and was again very rude and volatile. Our customer service manager spoke to the customer 3 times after the order was placed and spoke to the carrier and our customer service team multiple times. We found a carrier to pick up the vehicle on 5/29 and deliver it on the 31st. The customer has called in multiple times since then threating our customer service department and still telling them that no one has spoken to her. We have done everything we can to help the customer and we understand that the situation was very frustrating however we can't help that the carrier broke down and was unable to get fixed quickly. We had constant communication with the customer and her husband throughout this entire process all the while our customer service team is being berated, aggressively spoken to and threatened.   

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]
  
  Regards,
  
  ********* ****
  
  
  
  

  

  Business Response

  Date: 06/09/2025

  Easy Auto Ship has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made: 6/9/25
  
  Description of proposed resolution: We did not charge the customer any money so we have nothing to give back- anything they want needs to come from the carrier so they need to reach out to the carrier as we have nothing charged so we are unable to refund anything 
  
  Promised completion date:
  
  
  In addition, the business provided the following additional details:

  We acknowledge your continued concerns; however, we must set the record straight regarding the facts of your experience with Easy Auto Ship.
  From the time your order was booked until your vehicle was delivered, we communicated with you on 27 separate occasions. This includes phone calls, emails, and messages all of which were aimed at keeping you informed throughout the entire shipping process. To characterize this level of engagement as "poor communication" is not only inaccurate, it undermines the considerable efforts our team made to assist you.
  We categorically reject any claim that we were disrespectful, dismissive, or misrepresented any aspect of your shipment. At no point were your questions ignored or your concerns disregarded. When you requested to speak with a manager, your request was acknowledged and handled in a professional manner. Any suggestion that our response to your conduct was discriminatory was not made lightly and was based solely on the nature and tone of that interaction not your request for accountability.
  We take customer concerns seriously and always aim to resolve issues with integrity and fairness. However, we will not accept or remain silent in the face of statements that misrepresent our actions or question the integrity of our team without basis.
  
  

  
  

• Initial Complaint

  Date:05/19/2025

  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.

  We paid extra to have my car shipped on a Thursday, because we had a flight Friday afternoon. As a threshold matter, communications with respect to the shipment of my vehicle were never fully established: we had to continually call, call, and call after waiting for hours for a representative (I think her name was *******) to get back to us for even the most basic details. (Ex: my drivers identity.) This is my vehicle; I deserve to know when its being picked up, whos picking it up, and what the proper procedures are. We were led to believe that our agreed-upon date was workable. Then, we were notified Wednesday evening that plans had changed. We would no longer be able to get the car picked up. The driver explained that he had no connection to the company. We told him we had paid extra to have it delivered early because of our flight. He ACTUALLY SUGGESTED that we leave our car in a local ******* supercenter with the keys in the inside of the wheel arches. When we pushed back, he insisted that for six (6) years in the industry, nothing had ever happened as a result of such practices.This was already a pretty bad situation. However, we needed to move, so we arranged to pay a friend to wait for the driver in our stead. The driver informed us he would be there at noon. He was not. Then it was 3. Then it was 3:45. When he showed up at a different agreed-upon location (an event center nearbyentirely his decision, he sent me the address) he insisted that he could not enter the lot due to security concerns. He then asked my friend to meet him on the side of the highway near an Enterprise, where my friend found him chatting with an unknown woman. He proceeded to take photos of my vehicle and left. There are a million things wrong with situation, but I believe that this is simply this companys way of doing business. They are banking on customers not being willing to pursue costly litigation. I hope that one day they will learn differently.

  

  Business Response

  Date: 05/21/2025

  Thank you for reaching out. We understand your concerns and appreciate the opportunity to clarify a few points regarding your recent transport experience.
  While we acknowledge your frustration, there are some key details wed like to address:
  Pickup Timing: You selected and paid for a one-day pickup service. Unfortunately, the original carrier we assigned encountered unexpected delays. As soon as we were notified, our team immediately began sourcing a replacement. We were able to secure another carrier, who successfully picked up the vehicle the following day. While this resulted in a one-day delay, that was the earliest possible availability from the next carrier.
  Delivery Timing: As outlined at the time of booking, our services do not include guaranteed delivery dates. We have reviewed our call recordings, and at no point did our representative, *******, state that delivery would occur on a guaranteed date. In fact, she clarified that delivery dates are not guaranteed.
  Door-to-Door ************************* does offer door-to-door transport when safely accessible. This was also explained during the booking process. If the driver determines that your location is not safely reachable due to truck size or access limitations, our contractwhich you signedstates that you must be prepared to meet the carrier within a 10-mile radius to facilitate safe delivery.
  Communication: Our customer service and dispatch departments made multiple efforts to keep you informed throughout the transport. If you experienced difficulty reaching the transport company directly, please note that they operate independently from us. As a broker, we do not own or operate the trucks ourselves, but we work to facilitate communication and coordinate on your behalf.
  While we regret the one-day delay in pickup, we want to emphasize that our team acted quickly, communicated consistently, and followed the terms outlined in your agreement. We genuinely strive to provide a smooth and transparent experience and hope this explanation provides clarity.
  Thank you again for your feedback.
  

• Initial Complaint

  Date:03/07/2025

  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.

  Because I was given wrong dates about when my vehicle was going to be delivered, I had to rent a vehicle for seven additional days.That's about $1000. My complaint is, be thorough, don't lie, be honest and upfront, don't tell me to have my vehicle ready because it'sbeing shipped out the next day and then it's not. Don't tell me that my vehicle is going to be delivered on a specific date and then after you pick it up, you give me different date, which is a week later. That cost me a lot of money. Probably just as much to deliver the vehicle here, that's how much cost me to rent a vehicle. The customer service from your third-party that delivered my truck, horrible. I will never recommend your company and I will be leaving reviews.

  

  Business Response

  Date: 03/07/2025

  Thank you for your review. We understand your frustration, but we feel it's important to clarify the situation thoroughly. You booked your order on 12/11/24 and did not provide a pick-up window until 12/23/24. We immediately secured a driver for you the very next day (12/24/24), and the carrier was prepared to pick up your vehicle on 12/27/24 and deliver it by 12/31/24. However, you requested to postpone the transport because you were still searching for a new place to move to, which forced us to cancel the driver we had already arranged. Our broker followed up with you multiple times in December and January. On 12/31/24, you said you didnt have a confirmed date yet but expected to know soon, and we informed you that your deposit would still apply when you had a firm date. We followed up again on 1/6/25, 1/22/25, and 1/29/25, with you consistently stating you were waiting for confirmation or inspection and unable to provide a date.
  On 2/3/25, you gave us a new contact number, but still no date. It wasnt until 2/20/25 that we received confirmation to proceed with the new delivery address. We found a driver within minutes, ready to pick up your vehicle on 2/21/25 and deliver on 2/26/25, but the carrier requested an additional $50. While waiting for your approval, the carrier filled the spot, and we had to repost the order. You called back later that day and agreed to the additional charge, at which point we found another carrier almost immediately. However, when the carrier reached out to schedule pick-up, you once again requested to delay the pick-up. This delay, of course, pushed back the delivery date as well. To be clear: the delays and schedule changes were caused by your repeated requests to postpone the pick-up date. We had multiple carriers available to accommodate your transport, but the repeated delays were due to your decision to push back pick-up multiple times. We understand the inconvenience of having to rent a vehicle, but those costs were a direct result of the repeated delays on your end, not ours. We did everything within our power to accommodate the changing circumstances and fulfill your transport needs. While we understand the frustration, its important to recognize that the delays were not caused by negligence on our part, but rather by the back-and-forth scheduling and changes requested after the initial booking. We can provide call recordings and screenshots of texts and emails with all of the information provided above.

• Initial Complaint

  Date:10/25/2024

  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 Booked Easy auto ship to ship my car from ********** ** to ************ on 10/12/2024 . They guaranteed a pickup on 10/14/2024 and assigned the load to a carrier they claimed was called "******************". They gave me the contact info of a person called *****, who was unresponsive from the beginning. On the day of the pickup, a completely different carrier showed up (SMG Com) , picked up my car and took it 500 miles away to *********** and unloaded it there. All this time, the dispatcher ***** kept claiming that he had the car in ******* and that it would be delayed. At the same time, I got a call from SMG Com. asking for details about my car and claiming that it was in **. At this point, I Did not know who to believe and I was stressed out about the whole situation, not knowing if I was being scammed and my car was being stolen.Easy Auto ship does not take any responsibility once they hand off the shipment to a carrier. They were unable to contact the carrier and provide any kind of updates about my car. Calling Easy Auto ship and I get the run around about how some other phantom broker likely sold my information to another trucking company and they have no control over that. And this is after they have already charged me for their brokerage fee. How on earth does that happen, given that the only company I have talked to and given my details to is Easy Auto Ship ?Finally, I had to call SMG com and they demanded I pay additional fees to get the car delivered to my home in *********, **, essentially holding me at ******. I had no choice but to pay.Not only did Easy Auto ship not perform their duties as a responsible broker, but they also refuse to pay me back the additional money that was not part of the contract. Easy auto ship needs to refund the additional money owed and also compensate me for my time dealing with "SMG Com" trying to convince them to get my car to its rightful owner.

  

  Business Response

  Date: 11/06/2024

  Easy Auto Ship was in constant communication with this customer from start to finish. We have notes on file every day from 10/11 when the order was booked up until 10/21 when it was delivered. If there was a lapse in communication from the driver, it was likely because he was driving. Part of our job is to be the liaison between the customer and the driver in the event that the driver is not reachable. We have vetted this carrier, and they met all the requirements we expect our drivers to meet. The customers claim that they did not get quotes from any other companies is obviously incorrect because this transport was posted on the load board by another broker, who then dispatched it to a different carrier than the one we had already hired to pick up the vehicle. Our customer service team spent an entire day calling around and investigating trying to figure out what happened, and it turned out the customer had just gone with multiple companies. The other company offered their driver more, which is why the customer was expected to pay more. The deposit of $250 that was paid to *** is all that we collected, and it is non-refundable as services were rendered when we arranged transport. The customers failure to trust us to get the job done by double booking this transport is not the fault of EAS and no refund at all is due. We cannot be held responsible for the acts of the customer when we did what we were hired to do. We have no record of any conversation about a phantom broker.

  Customer Answer

  Date: 11/07/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  The Business is lying about me double brokering this order. I only contracted with Easy Auto Ship for the transport of my vehicle, and it is a lie that I contracted with any other company for this shipment. Easy Auto Ship has no proof of this being double brokered. What likely happened was that the carrier that Easy Auto Ship assigned this to (RWB) is a scammer, and double brokered my order to some other company for increased profit. This is evident from the fact that some other transport company showed up to pickup my car the same day as Easy Auto Ship had guaranteed (10/14/2024).  The delivery address given to this third carrier was also completely incorrect and was somewhere in ***********, **. This clearly shows that either RWB or Easy Auto Ship was upto something unscrupulous and hoped to extort more money out of me to have my car safely delivered to my correct home address in *********, ***
  The biggest proof of Easy Auto Ship's lie is the fact that the dispatch person whose name they provided me in their confirmation email (see attached) "*****",  who apparently belonged to RWB Trucklines, continued to text me lies about having my car, providing false delivery dates and false alibis about my car being stuck in *******. I have attached the screenshots of my texts with this "*****".  Why would ***** from *** continue to text me if he did not even pickup my car as per EasyAutoShip's claims here ? Clearly Easy Auto Ship is trying to wash their hands off this scam and is refusing to take any accountability for the trauma and extra expense incurred by me throughout this ordeal.
  
  
  Regards,
  
  ******** ********
  
  
  
  

• Initial Complaint

  Date:06/20/2024

  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 spoke with the company representative yesterday on the phone I was told they would ship my car from ** to ** in 6-8 days for $1600 or something close, told them I was quoted less for 5-7 by another company. They matched the price and I confirmed verbally that theyd be shipping my car in 6-8 days, the woman verified. They dispatched the job and matched it with a driver that gave me a 10 day timeline- I called requesting to cancel based on their misrepresentations and our lack of mutual understanding/meeting of the minds. They said there would be a cancellation fee of $100! Mind you, this was merely ten minutes after my initial booking On top of that absurdity, they were really aggressive and rude. I said forget it, Ill cut my losses and keep the shipment - knowing Ill end up paying extra for a rental for the additional days. I should have just paid that cancellation fee, especially now after reading these BBB complaints. I asked is there anyway they could at least pick the car up a day or two later but they would not budge. They were rigid and had to pick it up the very next day. Yet Im typing this after 930 pm that next day and the driver is not here yet and was willing to come tomorrow only after I already secured and paid for the rental and only after 9pm ! How nice! A joke, really The rental car place closes at 5pm so I had no choice but to get it beforehand and Ive been waiting for the driver all day. I informed the representative I was going to the better business bureau to file a complaint and she mocked me- scoffed and said for what ? Because we cant get the car there in 5-7 days? I said no because your company misrepresented the time it would take and I relied on that representation when I entered into an agreement with your company I asked her to stop being so rude, she scoffed again. Very unprofessional. I would like the better business bureau to advise them on estimates of pick up and delivery and how represent those dates accordingly.

  

  Business Response

  Date: 06/20/2024

  The pickup and transit times of an order are not something any broker can guarantee, as we are not the ones who are picking up and delivering the car. We provide a standard window based on mileage, but we have no control over the drivers delays and schedule. We intentionally do not ever guarantee these things.

  No one said anything about a cancellation fee. The ** rep who spoke with the customer mentioned that there MAY be a DRY RUN fee,as the driver was already on the way to pick up the vehicle. When the customer asked how much, she said usually ******* because it is not up to us, its up to the driver. The was not mentioned 10 minutes after the initial booking, as the order was booked 06-18-2024 at 10:08 am and the customer didnt reach out to us about the 10 day delivery window until at least 10:50, at which point the driver had already been assigned and put her pickup on their schedule.

  To pick the vehicle up a day or two later, the driver would have missed out on literally thousands of dollars in missed pickups. We could have canceled the driver and possibly found another driver to pick up a day or two later, but finding another driver for an already discounted price isnt guaranteed. We have absolutely no control over when the customer decides to get a rental but there are certainly other options, like leaving the vehicle where its at and getting an uber if necessary until its been picked up for sure.

  The claim that the ** rep mocked the customer is a matter of opinion, as I listened to the call recording and both parties were just frustrated.The customer was frantic and not really receptive while the rep was trying to explain what was happening and why, but no one was being mocked.

  Ultimately, the vehicle has already been picked up and is in transit to its destination. There is nothing else to do at this point.

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

   

  I received a phone call today stating that my car would be delivered 6-8 days as originally stated. I am satisfied with their response t this matter. 
  

  They could benefit from customer service skills and accepting a little more accountability/ responsibility as a review of their complaints and responses is just a litany of denying any wrongdoing, but I appreciate their efforts to make this right.

  Regards,

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

  ---

   

   

• Initial Complaint

  Date:05/31/2024

  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 hired this company to transport my motorcycle from ** to *****. I was told that the company has insurance for up to $10,000. So I have a peace of mind knowing that if my motorcycle is damaged my motorcycle will be fixed. Well thats not the case. I received delivery of my motorcycle at 10pm at night and the gentleman who delivered my motorcycle held onto my key until I signed on a blank space on his phone. So I did so I can get my key and ride my motorcycle into my garage to properly inspect it in the light. Well once I inspected my motorcycle. I found damage to the front fairing, left front mirror and the left rear fairing. I immediately called easy auto ship to let them know of the damage. They responded and started a claim. I followed all of their instructions and brought my motorcycle to the dealer to get a quote. Easy auto ship received the quote of $2000 worth of damage. Easy auto ship proceeds to tell me that the carrier they hired is not willing to pay for the damage and because I signed a form stating that there was no damage to report. Mind you I didnt know what the carrier was making me sign because he wouldnt give me my key unless I signed. I explained this to the manager of easy auto ship and she proceeded to tell me that the only option that I have is to go through my insurance company and they would pay the deductible. I explained to the manager that I spoke with my insurance company and they told me that if I do that there is no guarantee that my insurance premium will not go up. Easy auto ship has not responded to me after I explained that to them.

  

  Business Response

  Date: 05/31/2024

  Our website and emails clearly explain the *** and inspection process and the damage claimed was not marked on the *** so this is not something we can force a carrier to cover. That has nothing to do with us as a company, that's how insurance works. There needs to be a certain level of evidence to prove that the damage was the fault of the driver. There is no documentation to prove that the claimed damage happened while the vehicle was in transit. The information that was left out of this complaint is that we advised the customer to file a subrogation claim through his insurance, not just a regular damage claim. A subrogation claim has no effect on the customer's insurance rates or record,and EAS would pay the deductible while the customer's insurance company goes after the carrier's insurance company for their reimbursement. The insurance company will never guarantee anything, but we have never had a customer's premium go up due to a subrogation claim. This is no different than the carrier's insurance paying for it, as we explained. Additionally, Easy Auto Ship did in fact respond after this conversation. The customer spoke to our claims department yesterday afternoon about this via both phone and email.

• Initial Complaint

  Date:02/01/2024

  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.

  Easy Auto Ship hired a driver that destroyed my property. Upon reaching out to them the are not willing to help on any level. They say they and the driver can do nothing about it. They claim to check driver insurances etc. they hired the driver he destroyed my property and they each want nothing to do with helping us.

  

  Business Response

  Date: 02/01/2024

  Over $1000 to fix some ruts in the grass is absolutely ludicrous.A driver in a large transport truck delivered a car on the property after it rained. Theres going to be some tire tracks in the mud. This is not something were responsible for, and its not something the driver can prevent either. We claim to check driver insurances because we DO check driver insurances. *************** doesnt cover disturbed dirt, it covers damage on the vehicle. The ruts pictured can be easily fixed with a shovel or some time and the next rain.Weve already explained repeatedly that this is not something that we cover but this is the first time weve been presented with the amount of money were expected to pay for this. Im not even sure where this arbitrary amount of money came from, but we absolutely will not be bullied into paying a grand for some dirt. 

• Initial Complaint

  Date:01/16/2024

  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.

  Date of transaction 11/5/2023 car was promised to be received by 11/8/2023 by ***. The car did not arrived until 11/15/2023. Conversation was recorded. Due to their promise and lack of transportation on my part, I had no choice but to rent a car at a cost of $577.53. I also paid $150 extra for an expedited delivery. I feel that I should be reimbursed $727.53 by Easy Auto Ship.

  

  Business Response

  Date: 01/17/2024

  Easy Auto Ship only charged ***************** a $200 broker fee. $850 went to the drivers transportation fee. **** paid extra for an expedited pick-up window of 3 days. His vehicle was in fact picked up within those 3 days. We do not guarantee pickup or delivery days for any reason. *** did not promise any dates. He simply said drivers typically drive 500 miles per day. Its unrealistic and impossible for the driver to pick up on 11/8 and deliver on 11/8 on this route. This was a 2-4 day trip. The vehicle was not even ready until 11/6. It was also delivered within 48 hours of the expected delivery date, which is acceptable to allow for unforeseen delays per both our customer and carrier contracts. The driver was also in communication with the customer the entire time. Also, per our contract, Easy Auto Ship will not be held liable for rental fees outside of our rental reimbursement clause, which this doesnt even come close to triggering.No refund is due, as we did what we said we would do. This customer has called in repeatedly over the last 2+ months and yelling at our employees trying to force us to pay for this rental and has been told over and over that we will not and why. 

• Initial Complaint

  Date:01/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the car in the early evening on December 20, 2023. I noticed the scratch on the interior after the delivery company left. I took pictures that are time/date stamped December 20, 2023. I first reported it to the dealer who sold me the vehicle on 12/20/23. I was unaware that the contract with Easy Auto requires a 24-hour damage reporting. This was not disclosed or highlighted to me prior to signing the agreement. I signed the contract digitally, and I am not entirely positive they gave me a copy of the contract until 1/10/2024 after I requested it. Regardless, I was unaware of the 24 hour damage reporting policy, which is totally unreasonable, especially given the statute of limitations for simlar relevant claims is 3 years.I was traveling from 12/24/2023 - 1/8/2024 and after having no resolution and back and forth with the dealer who sold me the vehicle, I reported the damage to Easy Auto on 1/2/2024. Since the statue of limitation on personal property insurance claims (including auto) is 3 years, and since I have time stamped photos, and I was unaware of the Easy Auto's damage reporting policy, it did not occur to me to focus on this during my travels. Now, I have been told that Easy Auto will not submit a claim for this damage. Even though I have proof of the time/dated photos on my iphone. I am requesting that they submit and process the claim.

  

  Business Response

  Date: 01/12/2024

  This customer is insisting that, even though he signed our terms and conditions, we are somehow obligated to waive all of our requirements outlined in those terms and conditions for filing a damage claim simply because he didnt bother to read the terms before he signed them. Our terms are also listed clearly on our website, along with all of the details about filing a damage claim. Its not reasonable or realistic to expect our agents to cover every single point in our terms on a sales call. Thats why we have a detailed website with an extensive FAQ section, and why we send out multiple informational emails throughout the booking process. He insists on blaming us for his lack of knowledge, but all the information is presented clearly in one way or another.If he had just called us at delivery when he claims he noticed the ****,instead of calling the dealership, we could have easily walked him through this process.  Unfortunately, the outcome probably would have been the same because this damage is not something thats covered, but not having that information seems to be his main complaint. 
  He has mentioned repeatedly that the statute of limitations on property damage in ********** is 3 years, but this applies to insurance companies, which we are definitely not. This also applies to filing insurance claims, when we only require to be NOTIFIED of damage within the 24 hour window. Per section 3 of our terms, All damage claims must be submitted within the first 24-hours of the vehicle being delivered. We often bend this by a day or two in the event of an unattended delivery or if delivery was on a holiday,etc. This was not the case. This damage was reported a full 2 weeks after delivery. In addition to failing to meet the 24 hour reporting deadline (which is very reasonable considering he says that he noticed the damage at delivery and we only require that were notified of the damage within that window, despite the customers opinion of this policy), the damage hes claiming is specifically mentioned in section 5 of our terms. EAS and the Carrier will not be responsible for any of the following for any reason: (..) Damages to interior (floormats, odors, seating, fabric, etc.).
  The damage hes claiming the driver did, based solely on the fact that the dealership he bought the vehicle from says they didnt do it, is on the back of the center console, and theres no logical way that a driver would damage that part of the center console from just getting in the vehicle and driving it onto and off of a trailer. To date, we have been provided with no time-stamped pictures of this damage from delivery and weve also been provided with no evidence that the **** was not there already at pickup other than the dealerships word. We were given no estimate for the damage to review,either. There is absolutely not enough evidence to confidently say that this **** was made while the vehicle was in transit.
  The disputed amount listed in this complaint is the entire cost that he paid for the transport. Im not even sure why this amount is listed as a disputed amount, unless he thinks the cost of repairing this **** is $1250 as well. Again, we have never been provided with an estimate to review but this **** looks like it would be easily wiped off or maybe buffed out.Regardless, per our signed terms, that the customer refuses to abide by, this damage claim is not valid, and we will not be moving forward with it. We cannot in good conscience try to force one of our carriers to transport a vehicle for free simply because the customer insists they left a scuff on their center console. 

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  This business is not customer friendly.  They did not provide me a copy of the ******************************************* to memorize the terms of the agreement.  Regardless, despite the fact that I signed the agreement, it doesn't make the terms of the contract reasonable.  The statute of limitations for proprerty damage in **** is 2 years, and 3 years in CA. In either case limiting the damage reporting to 24 hours is unreasonable and likely an unenforcable contract term.  Insurance claims are a good bench **** for comparison.  *********** is telling me I am being unreasonable because i didn't report damage over the holiday for 2 weeks, and even though I was unaware of their policy, I am unreasnable for being unaware of their policy.  The basis of their argument that I am unreasonable is unfounded when when insurance companies will review claims up to the statute of 2 or 3 years (vs their 24 hours).   

  Bottom line is, I was unaware of their 24 hour reporting policy mainly because no one pointed it out to me and I did not receive a copy of their contract until after I reported the damage. I appreciate the fact that they have terms and conditions on their website, but I was unaware until after the fact.   It is very convenient for them to point these things out after the fact.  "Here's a copy of the contract you signed, too bad you didn't read it, and by the way the 24 hour period has already passed, and we don't cover interior damage that the carrier may have caused"

  Given their contract is completely one sided and non-negotiable, they should absolutely advise costumeres to have it reviewed by legal counsel.  It is completely reasonable for a customer who is uninformed with the car shipping industry to expect to be treated fairly, and act with a reasonable amount of trust, and not have to memorize sneaky clauses within a 10 page contract. 
  

  Their contract also absolves them and the carrier of any responsibility of interior damage to the vehicle.  This is also absurd when the shipping company has to have a driver enter the vehicle to load it.

  $1250 is the total amount paid for the service per the BBB form.  I never requested a reimbursement of this fee.  They arranged for the car to be shipped and it was, this fee was earned.  The ideal resolution would be for their company to process an insurance claim, but they insist on passing 100% of the responsibity onto me because I signed their one-sided unreasonable contract.    

  Regards,
  

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

  
  

  

  Business Response

  Date: 01/17/2024

  This business is not customer friendly. We are an extremely customer-friendly business,but I can only repeat myself so many times. We have a contract for a reason,and we do expect our customers to read them before signing them, as any normal business does.

  They did not provide me a copy of the ******************************************* to memorize the terms of the agreement. This is wildly inaccurate and argumentative. No one expects customers to memorize the contract. Thats why we list our terms on our website for perusal both before and after signing. A copy of the terms can also be requested at any time.

  The statute of limitations for proprerty damage in **** is 2 years, and 3 years in CA. Again,the statute of limitations on property damage is completely irrelevant because it applied to insurance companies, which we are not. I dont know how I can make this any clearer. I cant believe how many times Ive had to type that exact sentence.

  Bottom line is, I was unaware of their 24 hour reporting policy mainly because no one pointed it out to me and I did not receive a copy of their contract until after I reported the damage. Again, we literally only require you to REPORT THE DAMAGE within 24 hours. This is because anything could have happened after delivery and weve had customers claim damage that they did themselves after delivery and try to pin it on the driver to get it fixed for free. We didnt just arbitrarily decide to put a limit on the reporting time. More importantly, this claim was not only denied due to being reported outside of the time limit, but also for multiple other reasons, including but not limited to: it is not damage that the driver was likely to have caused, its not damage that is covered per the terms, we have yet to see timestamped photos from pickup and delivery proving that this **** was there at delivery and not at pickup, and we have not been provided with a single estimate for removal. Again, I have explained this multiple times now and I dont know how to make that any clearer.

  The ideal resolution would be for their company to process an insurance claim Even if we were to accept this as a damage claim, it would not be passed to insurance. This is a tiny ****, and the estimates would never even come close to the deductible for this to be an insurance claim. If we were to process a damage claim, the carrier would be paying out of pocket for it. But since, as *** mentioned repeatedly, there is absolutely no evidence that the driver made this **** and no estimate has ever been provided, no damage claim (and definitely no insurance claim) will be processed.

  The real bottom line is that this is not a valid damage claim for multiple reasons and nothing any of us has said seems to aid the customer in understanding why. We can't even offer to pay for the damages as a customer service refund because he has still refused to even provide us with an estimate. 

• Initial Complaint

  Date:12/20/2023

  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.

  Order#: ******** - Date: 12/13/2023 Have ******* MKX shipped from ***** to Washington. Upon recipient I documented damage done to vehicle total of $5500 from one estimate and $10,000 from a second estimate.There were a total of 6 scratches I documented of which only 2 on the driver side were documented by the transportation company before hand.I have asked the transportation company to fix the 4 scratches that were NOT documented prior to shipment and the carrier is NOT taking responsibility. They are indicating the 2 scratches documented on the driver side are making them not responsible for the other 4 scratches (on the hood, 2 on passenger side and 1 on the roof). These 4 other scratches are completely the fault of the transportation company and ************** should be broker to help me recover the required funds to fix. This was a statement I received from the broker: " We provided documentation showing that the damage was there prior to pick up per the carriers pictures, we unfortunately can not hold the carrier responsible for damages that they did not cause."They are being willfully ignorant of the 4 scratches directly caused by their hired carrier and trying to weasel-out of all liability because 2 were documented prior out of a total of 6 reported by me. The worst thing about Easy Ship is they are trying to take absolutely no responsibility for the transportation company they contracted with and they should be on my side pushing the transportation company to pay for the 4 scratches directly cause by the transport company they hired.

  

  Business Response

  Date: 12/20/2023

  Actually, NO damage was documented at delivery at all. This vehicle was delivered in broad daylight and the *** was signed by the customer with no additional damage. The pictures that the customer provided after the fact were taken in a garage, not at the delivery location. The claimed damage easily could have happened between the delivery location and the customers garage and the fact that the *** was signed after inspection by the customer with no new dagame marked proves that the customer was satisfied with the car when it left the drivers possession. Furthermore, the damage being claimed is 4 paint scratches, and yet the estimates are for $5,500 and $10,000. The vehicle is a 2009 ******* MKX. The *** value of this vehicle is roughly $6,500 and you could easily get the entire car repainted for under $2,000. The customer has been volatile and rude from the very beginning and then presented us with absolutely ludicrous estimates and demanded that we pay for this damage that he claims even though he signed the *** with no damage and took no pictures at delivery. He has threatened us with legal action from the start and demanded that we completely disregard the contract that he signed. No one here is being willfully ignorant or trying to weasel out of anything. Damage was not documented properly, the estimates are wildly outside of a reasonable range, the situation falls well outside of the responsibility of Easy Auto Ship per our contract, and the customer has done nothing but threaten and belittle everyone hes spoken to. 

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  

  I never received *** from delivery driver, he handed me my keys and left nothing was signed saying the delivery was even accepted. I am requesting ************** to produce a signed copy of the *** and attach to this request proving that I did accept delivery. I did attempt to point out several items of concern to the delivery driver but unfortunately the driver's primary language was not English and I am not sure he understood. Easy Ship has unreasonable turn-around time to produce a claim. I did follow all instructions for filing a claim and only became frustrated by the extremely tight filing requirements. Finding 2 estimates with ********************************************************* the area, I called at least 10 different autobody shops and all were book out at least 30 days for even an estimate. I got what I could find as expeditiously as possible.

  The only reason I even threatened legal action is because of the absolutely unprofessional response I received after submitting my damage claim: "The damage to the vehicle is something that the carrier could not have prevented because the vehicle was shipped open. Unfortunately things like this happen but it is something that the carrier had no control over while driving." 

  To me it looks like the driver hit a stationary object like an overhead sign entering a parking lot, possibly a tight drive through at a gas station, the underside of an overpass or some obstruction protruding into the roadway. In all of these instances the driver is directly responsible for the impact and therefor damages to the cargo occurring from that impact.

  I followed all the rules and they still will not assist me in my claim, it is not my fault things are so expensive here in the Pacific North West, I was even nice enough to attempt to negotiate a more reasonable repair cost but that offer was rejected by **************.

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

  
  

  

  Business Response

  Date: 12/21/2023

  Upon further inspection, you are correct. You did not sign the *** at delivery. The driver stated that you did a thorough inspection of the vehicle and didnt voice any concerns about the condition at delivery. We have spoken with the carrier company multiple times at this point and they speak English just fine. Obviously you will say the carrier is lying, but unfortunately the only two witnesses to this were you and the carrier so there is no evidence one way or the other.
  Nothing was mentioned about having any issues getting estimates within the time frame, because we could have easily extended this deadline if you had mentioned it. That is an internal requirement to keep things moving for a claim and we have no issues extending it for circumstances like that. I find it hard to believe that 10 shops in your area are booked out 30+ days but this was never once mentioned to us and is not a valid excuse for the way our employees were treated regardless.
  What you call an unprofessional response looks like a standard informational answer to me so Im not sure what part of it is unprofessional enough to threaten legal action. Seems to me that the response wasnt unprofessional, it just wasnt what you wanted to hear. While the situation is unfortunate, we have a contract in place for a reason and this damage falls under the not covered category.
  Based on the pictures weve seen, it looks like the driver went under some branches on the road. Hitting anything more substantial would have caused dents and additional damage. This is absolutely out of the drivers control and is considered an act of God, just like rocks flying up from the road or a hailstorm. The scenarios that you mentioned would have caused significantly more damage. Hitting the underside of an overpass would have totaled your vehicle and probably dragged it off of the trailer as well. This is absolutely NOT $10,000 worth of damage in any way and its completely unreasonable to expect the carrier to pay such an exorbitant amount for damage that they could not have prevented. The more reasonable repair cost that you were nice enough to attempt to negotiate was still wildly outside of anything that could possibly be expected from the carrier, and it was presented as a threat, not an offer.  
  Ultimately there is nothing were able or willing to do that is going to satisfy the customer, despite the fact that we are just a broker who arranged the transport and didnt touch the car at all. Had a reasonable estimate been provided and the customer not been volatile, we would have been able to work with this claim to get at least some kind of recompense. As it stands, even the lowest offer is still more than the cost of an entirely new paint job on a 15 year old vehicle. We will not force our carriers to pay insane amounts of money for damage that they couldnt possibly have prevented, even if we were able to.