Complaints

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

• Initial Complaint

  Date:12/11/2023

  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.

  12/8/23 On 12/6/23, I spoke to Easy Auto Shop for a quote to pick up my new car from a dealership out of state to my home. Was told my car would be picked up on 12/8 and delivered the same day. I paid an additional $300 for this service. First, got a call it would be picked up 6 pm (time of closing at dealership) and then they never showed up after having a salesperson stay an extra hour to meet the shipper. After multiple calls finally find out there was a truck issue and theyd be there in the morning at 9 am. Not what I paid for and requested a refund of the expedited pick up fee. Told someone would call me Monday. Car wasnt picked up until 930 am the next day. Monday comes and they call and tell me sorry we said it'd be picked up within 24 hrs which is NOT what I was told or else I would have continued to call other companies to have it picked up and delivered on 12/8.Then told I shouldve called earlier. I was given zero instructions to call to tell them it was ready to be picked up as Id told them on the phone paperwork would be signed at 9 am.Such a deceitful and false company. Dont ever use them if you need an specific pick up or deliver date, they lie. All I asked for was to be expedited fee back, not the entire fee.

  

  Business Response

  Date: 12/12/2023

  This vehicle was made available for pickup at noon on 12/8 and the dealership was closed when the driver got there, so it was picked up at 9am on 12/9. That is well within the 24 hour pickup window. The carrier waited there overnight so they could pick it up as soon as the dealership opened. The vehicle was expected to be delivered on 12/9, which it was. It would have been delivered on 12/9 whether it was picked up the evening of 12/8 or the morning of 12/9. This is all in accordance with our signed terms and conditions, and yet the driver still provided the customer with a $100 discount already. We do not guarantee pickup or delivery dates as we are a broker and are also entirely unable to control driver delays. It is absolutely unreasonable to expect more than the discount that has already been provided because the driver, who does NOT work for us, was delayed by traffic and was unable to make it to the dealership in time. The customer has called in and screamed at multiple people who have tried to assist her and resolve the issue to no avail. The vehicle was ultimately delivered on the day it was promised and the customer was provided a discount of $100. No billing adjustment is due.  

  Customer Answer

  Date: 12/12/2023

  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.
  
  The dealership was not closed when the driver was to arrive at 6 PM as the salesperson waited until 7 PM before leaving after my multiple calls to the carrier. Yes I did raise my voice because the company thinks its acceptable to charge a fee and not delivered the service for which the fee was paid for and then say the customer is wrong. You are a broker that provides a service, you charged an extra $300 fee for expediting specific pick up date and it wasnt picked up therefore you have responsibility because you hired the carrier I did not. I  also have a screen shot from your Dispatch chat saying You are correct pickup today only which is attached. If you dont want to be responsible for someone elses service, dont be a broker.

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

  
  

  

  Business Response

  Date: 12/12/2023

  The difference between 6pm and 7pm still doesn't make the pickup time exceed 24 hours. A discount has already been given by the carrier for THEIR delay. Easy Auto Ship is not responsible for the carrier's delay and is not obligated to reimburse the customer for something entirely out of our control, especially when the vehicle was still delivered when it was supposed to be. This is wildly excessive.
  
  

  Customer Answer

  Date: 12/12/2023

  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.
  
  Easy Auto Ship is the company that charged the expedited fee therefore is the one responsible for the pick up being made that day. I wasnt charged the expedited fee by the carrier, I paid them when they delivered my car. 
  

  What is wildly out of control is your deceitful practices. All I am doing is holding the company responsible. If I ran a company and my company made a promise to someone for something that I was accepting an additional fee for and didnt keep that promise I would be the one gladly offering the return the fee and welcome the request. Not tell them they are wrong and out of line.

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

  
  

• Initial Complaint

  Date:10/04/2023

  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.

  I contacted East Auto Ship about shipping my vehicle as early as July of this year. I made it clear to ****, the broker, that I needed my vehicle before September 25th. Despite my vehicle being dropped off on September 9th, i have yet to receive my vehicle in *****. I had an expected delivery date of October 5th, and now my vehicle has been in possession of Diesel Auto for one week with no updates on why they are holding my vehicle. I reached out to Easy Auto yesterday for answers and was transferred to *******, who then placed me on hold and hung up with no callback or explanation. I received a text message a few minutes later saying that ******************* was working on getting a new truck to transport my vehicle. No effort has been made by Easy Auto to find a solution.

  

  Business Response

  Date: 10/05/2023

  EAS booked customers order through *********** Ship on 8/23/2023 with dates shipping from ****** on 9/21 and arrival in ****, ** on 9/27. At that point, the customer was put in contact with *********** Shipment to go over all remaining details with them and make a payment for shipment to ****, **. It is out of EAS control of the transit between port to port. On 9/27 EAS was notified the vehicle was ready for pick up at the port in ********. The order was dispatched out to one of our vetted carriers on 9/27 for pick up on 9/28 with an estimated delivery date of 10/5. The carrier ******************* had contacted us and the customer to let us know their truck has broken down and they are working on getting another truck to pick up the customers vehicle to deliver. The customer was notified through text messages that we have on record keeping her updated with her delivery, on top of the recorded phone calls with the customer. *** has stayed in communication with the customer the entire shipment and is not responsible for a truck break down. We are doing everything we can to get the customers vehicle there as quickly and safely as possible. As of today, the vehicle is not considered late to delivery. 

• Initial Complaint

  Date:10/02/2023

  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.

  I paid for the services on September 14, 2023. I would also like to mention I paid these carriers in cash outside of what I paid to Easy Auto Ship. I am know requesting the $800 and the $295 back that I paid to this company. This is my last email correspondence with the company. I would like to you to hear me out before making a decision. I am a reasonable person as well as a small business owner. Therefore, I understand things can happen but this overall experience with the boat and truck transport was something out of a bad movie. I have my Mom and sister who witnessed the entire debacle and can attest to our experience. I used your services based on your reviews, which I am now realizing are completely skewed. EAS has people sign a contract with fine print saying you can not post any negative reviews. Therefore you dont not see any experiences such as mine. I wanted to speak to you as I am inquisitive to know exactly what I paid for? Is it that EAS basically finds the carrier, makes sure they have insurance and then the customer is on their own? It appears based on my experience that you are falsely advertising your services as well as making people believe that you are responsible for getting them the correct transportation for their vehicles and boats. Which is the case until it does not go correctly and then the company shirks off the responsibility on a customer who trusted everything was communicated properly and things would go smooth.I paid $800 to EAS who sent me a carrier who was in the jail the night before, was 3 hours late, and had the wrong equipment, (despite that fact that I sent photos ). Then I spent four hours with him messing with the boat, finding random pieces of wood in the storage facility and having me help him to rig the trailer. I finally had to tell him to stop as he was about to damage $50,000 engines. Due to this occurrence, I had to pay two days of extra storage fees as well as pay a company to come clean out my deceased brother in laws condo. As I spent two days with the boat issue and could not spend my time tending to my other necessary obligations. I only had 3 days out West. The first boat carrier stated to myself, mom and sister that EAS did not send photos nor were they told the trailer had a fifth wheel. He damaged the trailer tires by spending three hours winching it back and forth, blocking it and then having me attempt to push it backwards and forwards. He stated he came with the car carrier as he was told he did not need a flatbed. I sent numerous photos, weight, length, engine, etc to EAS to insure this did not happen. I have no idea if this is an allegation or accurate report from the carrier, if this is an accurate report from the carrier it presents as a communication issue with EAS to the carrier. *** stated she told them. It is not my responsibility to figure out who is being honest. I paid for the correct information to be given. ******* is saying one thing, EAS is saying another. Lets fast forward, it is now Saturday late afternoon . Keep in mind ** leaving to go back to the East Coast at 6 AM on Tuesday morning. I get in touch with *** and she tells me they are trying to find a new carrier. On Sunday *** reported they were working on it but having difficulty finding a carrier responding with insurance verification. I asked her if offering an extra $200 might increase my likelihood of finding a carrier by Monday. I had to be at the storage place because I had a letter of administration. The storage facility will not allow just the carrier to be on the property and to take the boat. *** stated to me that she cannot tell me if I should do this or not however it could possibly help. I upped the price another $200 and they find a carrier that says they can transport my boat. When I asked *** about it being on a trailer and hitch pull she stated that EOS usually does not like to use the hitch and pull because people usually dont have the appropriate insurance for this. Therefore, I did not have anybody look over the trailer as I was under the assumption that it was going to be transported on a flatbed. *** got back to me and reported she found a carrier however, it would be on a hitch and pull, at this time I had no other option except to say yes to this transport because I had to leave on Tuesday morning. The carrier comes, takes the boat and then looks over the trailer and calls me. Mind you this is Monday and I am preparing to leave the next morning. He tells me he has to fix the trailer to the tune of a $990. Had I known it was going to be on a hitch and pull I would have had somebody look at the trailer prior to and not have had it fixed last minute on the fly. This was another cost that I absorbed due to not having the correct information, and being told the boat would be transported on a flat bed. I am not expecting EOS to pay for trailer to be fixed. I am holding the company responsible for saying it would be put on a flatbed and then on the last day, changing it to the hitch and pull because thats all we could find in that short amount of time, causing an extra cost on my end. Now were onto Truck issue on Sunday. The carrier shows up and tells me he was never told it was on a lift. I assured him that I let EAS know that the truck was clearly a 4 inch lift and that I had sent multiple pictures as well as videos to show the truck was on a lift. He reported to me that he received one picture from EAS. He showed it to me and it was a picture of the truck pulling the boat. He then stated he had emailed EAS three times and nobody got back to him and he also called twice and nobody got back to him. He then said he also offered to transport our boat on a flatbed however nobody got back to him and he showed me the email. I then stated to him I wasnt sure what was going on and I paid EAS to take care of these issues and I wasnt sure why I was in the middle. He then told me he would transport the truck however he had to take it off the wheels or deflate the tires and then inflate the tires. He was going to charge me an extra $100. I told him I would need a minute and spoke with my husband who said it should not be an issue to somewhat deflate the tires and then have them inflated again. Remember I am in a time crunch to get these vehicles out to the East Coast. He then told me that my hitch had to be taken off and he used a grinder to get it. I guess it extends too far out. Fast forward to the drop off of the truck. He charged my nephew an extra $120 because he had to deflate the tires. He said he did not have any time to inflate the tires so the truck came with deflated tires. There was no mention of the items in the bed of the truck, which were an empty toolbox, a spare tire, a box in the back seat, and a wood coat rack. There was no way that was over 100 pounds. I called *** and let her know what was going on and she told me we should not pay him in cash nor did we owe that to him. I unfortunately didnt have time to speak to my nephew to tell him not to pay the guy. He did pay him the extra $120. He also left two take out bags of trash in the bed of the truck. In ********** I gave him a ladder for free to try to offset his aggravation. *** also reported to me that she did send him pictures and that he knew it was on a lift. Again not my place as a customer of EAS to discern who is telling the truth and not. Both these carriers are reporting to me that they didnt get the accurate information from EAS to properly transport the boat and/or the truck. I have no idea who said what because there is nothing in writing. Both seemed honest but telling two different stories. I just know that I was the one that was stuck out West, trying to wrap up an estate and deal with transportation issues that I paid your company to take care of. I used your company so I didnt have to go through this, I could have made calls on my own. My assumption was that I hired this service to make sure I was using a reputable transportation services. If future customers knew my experience, they would not use your service. I wouldnt wish this experience on anybody especially when dealing with the death of a family member and having these added stressors on top of it. *** was excellent with troubleshooting and trying make sure everything was transported. I can acknowledge her efforts. However, it doesnt take away from everything that happen and the extra costs I absorbed. If the carriers are correct, in stating they didnt get all the information then in fact, EAS did not follow through with their responsibility to me as your customer. Enclosing I am asking for an $800 refund as that is what you were paid to ensure my boat was transported properly. I am not asking for any reimbursement on the truck or the issues I had with that as well as paying an extra $120. Or the storage fees, one hour ride each way to the storage facility 6 times instead of 2, etc. I believe this is more than fair as I had to pay a lot of extra money because what shouldve taken ******************************************************************* a day and a half as well as a lot of time and aggravation. I am not even reporting the damage to my boat with the first carrier which most likely caused me to have to buy four new tires. I would also like to put this behind us. Thank you kindly for your time and assistance, *****************************

  

  Business Response

  Date: 10/05/2023

  ****** first called in complaining that the first carrier we had dispatched to was in jail. What had happened was he was pulled over and held at police station until he was verified apparently. She said that the first carrier damaged her trailer for the boat because he could not get it on his truck because it has a 5th wheel. The 5th wheel is not in the pictures sent and was not told to the sales agent on the original phone call when she booked the order. That carrier did not take the boat/trailer and we dispatched to another company. The 2nd carrier did load the trailer/boat which was a hitch and pull that was told to the customer on a recorded phone call. During the transit, the trailer that the boat was on needed repaired, first the customer stated it cost her $490 and then she said later that it cost her $990. I reiterated to her that our contract states that repairs on personal trailers are at the customers expense. She said if she would have known it was a hitch and pull, which she did know, she would have gotten it fixed prior. How would she have gotten this fixed if she said she was only in town a day or 2 to get this moved? She stated in the call with her sales agent that she knew nothing about the boat/trailer or truck because it was her deceased brother in law's. She also said she needs these picked up quicker than our 5 day window because she was only in town a few days and she was the only person who could release vehicles from the storage unit.  As for the truck she shipped, we failed to tell driver there was a 4in lift on the truck, but she did not know the exact size, we were only going by pictures sent to us. The driver had deflated the tires to allow it to fit on his trailer. Customer stated that driver charged her extra $120 for deflation of tires. I spoke with the carrier, and he said he charged this due to extra weight she put in the back of truck that she had at her storage unit, customer denies extra weight. The truck and boat were both delivered within her timeframe. From what I got from of her, she was unhappy because she felt that she paid for our services for no reason and we "just sent able bodied drivers" out to her without vetting them. This is obviously not the case, as we thoroughly vet all of our drivers. This was a complicated move and we still got it done as we agreed to. No refund is due.

  Customer Answer

  Date: 10/06/2023

  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 would first like to note that Easy Auto Ship is not providing truthful information. If they have recorded phones as they state, the BBB could request those and see I am not being dishonest. I did not call complaining to the company I called concerned  because the driver told me he was in jail the night before and that was why he was so late.  I apologize I didnt ask if he was detained or in jail. I would assume a company of sold stature would be concerned either way. He was sent to transport a $70,0000 boat, either way a bit concerning for a customer. Second, I did in fact spend $490 on replacing the tires on the  trailer that he damaged and then spent another $500, making sure the trailer was good to go for transport. Prior to leaving ************ I was told it would be on flat bed so I did not have the trailer inspected two weeks prior to the transport when my brother in law who lives in ******* was there, cleaning out my deceased brother in laws  house. I told him it was going on a flat bed. I do not appreciate the response in this e-mail by Easy Auto Ship insinuating that I am lying. *******, I would have not had it looked in 2 days but my brother in law who was there could have during his stay.  The fifth wheel is actually shown on the photo so I am unsure what the company is saying when they report I did not mention the fifth wheel in the front of the trailer. I was in fact the only one during the window I was in ********** able to release the boat and truck. YOu coudl call the storage company, who was also witness to the two day deboalcel. My other brother in law lives in *******. We were very mindful of how this worked so we didnt have to keep flying out. Regarding the truck, the carrier stated it was for the tire and he was never told by Easy Auto Ship that it was lifted. *** determined it was a 4 inch lift.  I did have items in the back but they did not weigh 100 pounds and it was from his garage not a storage unit. The driver never mentioned it and in fact took a ladder for free out of the garage and placed it in the back of the truck. I would think an easy way to resolve this is for the ** to listen to all the recorded calls. I used this service based on the reviews but then was sent the contract that stated  I could not leave a negative review. I would think the BBB should be aware of this policy as the only reviews are positive because they dont allow negative reviews.  I have receipts and photos that I am happy to send to verify everything I am saying. It is evident by Easy Auto Ships response that customer service is not a priority, They are using accusatory language towards a customer rather then being professional. The director of sales refused to speak to me on the phone. They offered me $300 back and when I said I beleive I was owed the $800 they offered me $120 then stated they wouldnt speak to me because I stated I would be seeking legal consul. I am not asking for the $290 paid to Easy Auto SHip for the truck, I am asking for the $120 I had to pay in cash when the driver picked up the truck. I am also not asking for the trailer repair money. Even though I wanted a flat bed truck. I had no choice by to do the trailer and hitch pull because it was my only choice as I was leaving the next day, This was not a complicated move it was made complicated by the ineptness of the first carrier sent and the lack of communication between the company and the carrier. I had to hire someone to finish cleaning out my deceased brother in laws home because I spent two days dealing with this, I was literally asked to push the boat, spent 4 hours in the blazing sun, asking a carrier to stop when he was gathering wood to rig his trailer, I have My Mom and sister as witnesses. The company should be refunding based me based on this complete disaster. They assume zero responsibility. Even their response my complaint is concerning in language, it  is dismissive and of accusatory language, this in indidctative in their unprofessionalism. I have e-mails that I am happy to forward to the BBB between myself and *** and director of sales.  I would hope the BBB would further  investigate  this company and their contracts. I have not spoken to a lawyer as of yet and would be happy to have a meeting with the BBB and Easy Auto Ship to discuss the happenings in a professional manner. This is not be a he/she said, i am a consumer. 
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11th I had contracted Easy Auto Ship to ship my car from Miami FL to Glendale AZ. Over the following a few days I contacted them a couple of times since I had not heard from them. Then one day they called that they had a carrier but need to pay $200 more cash to that driver! otherwise they did not have anyone to ship the car then, so I agreed. That driver picked the car on May 19th and again I did not hear anything. I tried to call the driver phone multiple time but did not hear back. Finally on May 25th some lady called to say that my car will be there the next day, Friday afternoon or Saturday. I told them those dates are ok as long as they are not late afternoon or at night. Then on Friday just before dark I got a call that they are dropping the car off in a few minutes. I was not home and my wife had to go out to take the car. She immediately noticed a strong burning smell but because she did not see any smoke and was dark outside, she took the car and parked it on our drive way. The next morning we noticed huge amount of oil under the car and running dawn on our drive way. When looking under the car noticed a big crack to the oil pan and also damage to the side panel under the driver door. We also saw fresh oil around oil fill cap. Looks like they had carelessly added oil to be able to drive the car from the truck to our house. I took photos of the damage area with repair estimated as requested by Easy Auto Ship claim and sent it to them. But after a few Emails they said the driver does not accept and only offer $200, while the estimates were close to $2200. Please see the photos. I also have a photo of the car while being picked up and it does not show any damage under the driver side.
  
  My contract was with Easy Auto Ship and not the unknown driver that they subcontract to! They need to pay for my damages.

• Initial Complaint

  Date:06/06/2023

  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.

  HB Car Carrier Inc., a Florida company, (USDOT #3125334) transported a family car from Florida to Colorado. Easy Auto Ship, a car transport broker located in Youngstown Ohio (USDOT #3149259), brokered the service by HB Car Carrier Inc. In its contract, EasyAuto Ship refers to insurance and states that it has seen HB Car Carrier's proof of insurance. But the insurance company no longer covered HB Car Carrier at the time of our shipment (the insurance had expired), and its review of HB's paperwork should have put Easy Auto Ship on notice of that fact. HB was operating without insurance and Easy Auto Ship was on notice that insuranc3 had expired, but proceeded with the transaction as if there was insurance coverage with HB Car Carrier. This was deceptive and a misrepresentation. As a result of the failure to maintain insurance by HB Car Carrier and the limitation of liability in the broker agreement, we are not covered. My own insurance does not cover cars in transport. So I am out of pocket the shipping cost and the cost to repair damage. Easy Auto Ship should not be allowed to avoid liability for failing to verify insurance and by telling me in the contract that it has reviewed proof of insurance. HB Car Carriers should not be allowed to operate without insurance. Easy Auto Ship should be penalized for allowing consumers to do business with a carrier believing that Easy Auto Ship had seen current insurance documents when it had not. This unlawful practice is easy to commit due to the limitation of liability clause in the broker contract and the fact that the defendant is in another state (which makes legal recourse too expensive to pursue). Help all consumers. Make an example of these bad actors.

• Initial Complaint

  Date:05/25/2023

  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.

  Unwilling to price match despite multiple lower quotes with 5 star ratings from multiple companies. Don't make promises you can't keep. Don't blame customers for your frustrations with the market. Match the quote or stop advertising you will and wasting people's time!

  Customer Answer

  Date: 05/31/2023

  On 5/24/23 I contacted easy auto ship to follow up on an email request for a quote price match that was not responded to. I was then given a customer service agent named ******* who refused to match any of the quotes I received not **** not **** not ****. The best he could do was **** no where near matching the bulk of the other offers just below ****. The attached screenshots are of our conversation and the companies price match guarantee they refused to honor! 

  

  Business Response

  Date: 06/01/2023

  Matching a price of $200-500 less than our quote would be a disservice to the customer. At the price you were demanding, we are not confident that we could get a reputable driver from our network to pick up your vehicle. We do absolutely price match, but not at the cost of an order not being dispatched because the price is too low. What would end up happening is we would either get carriers calling in requesting more money for the load and then we get accused of bait and switching, or we dont get any carriers calling in for the load because the price is way too low and they dont want to bother.The amount of money that we as a company would make would not change from $1500 to $2000. That price difference is in what is offered to drivers to take the load, and we cant back a price that we dont have any confidence in.

  Regarding the other quotes you got, you mentioned 5 but I only see 4 in the screenshots you sent. These companies are NOT companies that we would be willing to price match with anyway. Putting 5 yellow stars under their name on a random website or email does not make them a 5-star company. I looked up all 4 of these companies on the BBB and did not find any of them. I couldnt even find them on ****** or on our loadboards.

  Gogotracels: $1510
  Lets_get_it_done23: $1796
  **********: $1823
  Auto_Fast_Shipping: $1796

  We do price match, but expecting this much of a discount because other companies that do not meet our standards have provided you with absurdly low quotes is unreasonable and sets us up for a trap where we accept the price match and then your vehicle doesnt get moved and then we get a BBB complaint for bait and switching or for not being able to get your order dispatched. We would much rather receive a complaint for being honest and standing by what we know is an accurate price. If the price we provided is outside of your price range, you are more than welcome to book with any of the companies you shared screenshots for who gave you lower quotes. 

  Customer Answer

  Date: 06/01/2023

  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.
  
  So where exactly is the guarantee in your price match guarantee?  Sounds like it's impossible for you to price match. However I believe someone would pick it up to fill a partial load. **** is better than an empty slot on the trailer. Bottom line is you prompted me to request the price match when I tried to leave the website. I did and you're not honoring it. That's not any better than false advertising especially considering you already know you can't price match a significant portion of the market! 
  
  Regards,
  
  ***************
  
  
  
  

  Customer Answer

  Date: 06/07/2023

  You are partially correct. I accepted a quote for ****. Balance due on delivery was ****. They asked for more right before pick up over the phone. However the total would be slightly less than **** but again you are correct I would rather pay the extra 100 bucks for the reputation y'all have. I've learned a lot about this industry pretty fast and understand why you can't match these bought and paid for 5 star reviews.

  Better Business Bureau:

  Cancel my complaint. 

  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.

  Regards,

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

  ---

   

   

• Initial Complaint

  Date:05/23/2023

  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.

  Please return my car. You clearly cant fulfill your commitment to deliver it.

  

  Business Response

  Date: 05/23/2023

  We are a broker. We do not physically pick up or deliver your vehicle. The driver who has your vehicle was briefly delayed due to his truck breaking down, which he reported to ** as our contract requires. At most, they would be a day or two late as they had another truck arranged, which is still within contract as drivers have 48 hours leeway for pickup and delivery. Luckily, we just heard from them and they were able to get their original truck repaired and are already on the way to deliver your vehicle on schedule as expected. A simple email/text/call to our company directly could have provided this update much easier. 

• Initial Complaint

  Date:05/05/2023

  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.

  On April 18, 2023, I received a quote from EasyAutoShip for enclosed transport of a new car from a ********** dealership to ********, **. for $1690.00. The quote for an open trailer was $1240.00 (Order ID #: *********. I preferred the enclosed trailer and assumed that's what I was getting based on the price. The new car arrived on the top level of an 8 car transport undamaged but with **** miles of road grime. The company acknowledged their mistake but would only refund $200.00 of the $450 over -charge. They did not request a price reduction from the carrier.

  

  Business Response

  Date: 05/05/2023

  The order that was booked for $1690 (********) was listed as open transport. The contract was signed by the customer listing the order as an open transport order (signed contract attached). We would not have requested a price reduction from the driver because it was dispatched to them as an open transport order.
  ******** was booked for a Porsche 911 going from ***** to ***** with an expedited 2-day pickup window, which is a ~$200 upcharge generally. The enclosed quote that you were referring to (********) was requested a month prior to the order that was booked, which is enough to create a $200-300 price difference to begin with due to snowbird season starting. It was also requested with a different vehicle (Porsche Cayman instead of 911),and it was requested for the reverse route, both of which can also cause a price difference. Based on the quote in our system, it looks like the agent who that quote was assigned to tried to reach out multiple times to go over details and confirm information for an accurate price and never received a response.
  Since the terms were signed confirming that this order was an open transport order, no additional refund is due. The $200 refund that was already issued is more than we were obligated to refund in the first place, and was done solely for customer service. We cant just give out a refund based on a quote that was requested with different information a month prior. If the quotes had been requested at the same time for the same route and same transport details, we could investigate further. Ultimately, the contract was signed for open transport. 

  Customer Answer

  Date: 05/09/2023

  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.

  Regards,

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

  ---

   

   

• Initial Complaint

  Date:12/27/2022

  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 recently moved from ************ to *******. I moved to ******* December the 10th and had my vehicle shipped from ************ to ******* by Easy Auto Ship. They picked the vehicle up Wednesday afternoon the 14th of December and it was supposed to be in ******* ******* on Friday the 16th or Saturday the 17th at the latest. It is now Friday December the 23rd and I still do not have my vehicle. I was told Friday the 16th that the carrier was in an accident and that my vehicle is okay so they switched drivers and trucks to bring the vehicle down here to *******. Each day I've been contacting easy auto ship about the status of my vehicle and they keep giving me excuses and telling me it's going to come this day and this afternoon but never does. The person that is in charge of my account and has been in contact with me at Easy Auto Ship is *****************************. She has been no help and has no information for me still to this day and has hung up on me several times. I have paid $350 in advance so far and the balance was to be paid when the vehicle arrived of $850 for a total of $1,200. As of now I am out $350, the truck, and some contents that are in the truck of some significant value. I feel I have given them many chances to make this right but still nothing so I am reaching out to you to try to get this fixed. I still know nothing of the whereabouts of my truck. Thank you in advance for your help in this matter, ***************************.

  

  Business Response

  Date: 12/27/2022

  Unfortunately, the driver being involved in an accident is not something that is within our control in anyway. They did switch your vehicle to a different truck so that they could keep it moving. This is not a company that we control. The driver works for the carrier company that we hired. ****** had no updates for you for two reasons. First, she is in sales,not dispatch or customer service. Once an order is booked and posted, it moves on to our dispatch team. Even if there were updates to provide, she would not have been the one to provide them. Second, we are only provided with the information that the driver provides us with. Again, we do not own these trucks and are not in charge of the drivers directly, so we can only give you the updates that they give us. Considering they were in an accident and were scrambling to move multiple vehicles onto their working trucks, there was some communication breakdown. Again, not something that we have any control over.These are reasons, not excuses. The notes on your file indicate that our dispatch team was in contact with you about this repeatedly, and discussed what the course of action would be if they didnt deliver over the holidays, etc.Updates were provided, they just werent the updates that you wanted to hear. Your agent also texted you about this issue on 12/23 and never received a response.
  
  Regarding your vehicle delivery, our records indicate that your vehicle has already been delivered to you by the driver. Any discount for late delivery will be pursued through the driver. Our customer service team will facilitate that and reach out to you.  Regarding your claim that your agent hung up on you, I reviewed the calls and found that to be untrue. What I did find was a call from a friend of yours where she was aggressive and harassing your agent for information. We do not share our customers information with anyone but our customers, which ****** informed the woman of, and she continued to yell at her for that. ****** told the woman that if she kept yelling at her, she would end the call, which she did. We do not expect our employees to be berated by friends of our customers over the phone.