Complaints

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

• Initial Complaint

  Date:10/22/2024

  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.

  Order Number - 30969710-UF Date Order Place - 10/17/2024 M.C.# ******* First of all, the original quote was for 395, and the total cost was 650. Secondly, I paid the initial charge with a credit card, however, when the driver arrived he demanded $500 cash for the rest of it, which I did not have. I assumed that my credit card would be charged.The contract states, before to the legal text, "I, ********* ***** authorize United Freeway Transportation to charge my credit card above for the agreed upon purchase(s). I understand that my information will be saved on file for further transactions on my account."It's hidden in the small print of the contract that the delivery driver needs to be paid the balance on delivery in cash, but I didn't see that, as the initial message in the contract said that my card would be charged for the balance. It was never explicitly stated that cash was needed.

  

  Business Response

  Date: 11/26/2024

  Dear Better Business Bureau,
  
  We would like to clarify the events surrounding the car shipment scheduled for Ms. ******************************* October 18th, our agent reached out to Ms.Elizabeth Meade to offer our vehicle shipping service. She confirmed her request to schedule the shipment of her 2024 ****** XV Crosstrek for October 18th. Our agent provided a quote of $650 for a guaranteed shipment, which Ms.Elizabeth ***** should pay $150 as a reservation fee and the rest of the payment which is $500 should be done via cash on delivery, Ms.Elizabeth ***** accepted, and she signed the contract, officially confirming her booking.
  
  However, after the booking was confirmed and the vehicles was delivered as a professionally from the carrier company on time, Ms.Elizabeth Meade decided to pay the rest of the payment which is $500 by credit card however we already updated and mentioned it on the contract that she has to pay the rest of the payment via cash to driver directly as a contract between her and our company. Per our contracts Fees and Payment (Section 8), Customer agrees to pay the service fee once the shipment is scheduled and the rest on delivery spot to driver in cash!
  
  Attached to this correspondence is proof of the conversation between our agent and Ms.Elizabeth *****, showing her confirmation of the payment methods and her agreement to the terms.

• Initial Complaint

  Date:10/01/2024

  Type:Sales and Advertising 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.

  The Broker here call me during my sleep saying that he had a driver for me. This was on the 30th. I told him that I was in a contract with another company that I signed on the 23rd. He fast talked and told me that my vehicle was in the system to be picked up and that the company( ********************) I had a contract with did not have a driver. He then quoted me $3000. I said no, I'm not paying $3000 to ship one vehicle. He said give him 20 minutes. He then calls and says that his driver can do it for $2000. I said ok, still very unsure because I spoke to someone at the other company and they are supposed to call me back around noon ( it's a little after noon at the moment). Then shortly after I get a call from the company I had the contract with. I told him the situation, he assured me that he had a driver, driver has been verified, and he told me that they scammed me to get my business. I called and told the other company that they lied to me and that I wanted to cancel. He said he was going to talk to his supervisor. He then texts me and says that if I'm sure the other company has a driver, they will cancel and refund me. Then his supervisor calls and tries to bad mouth the other company and the driver, talking about they might loose my car and that their rating is bad. Then says that I have to pay a cancellation fee. I'm livid because I told them that I was already in a contract anyway. They used false information to get me into the contract. I'm sure they were aware that other transporters charge a cancellation fee, so why would they put me in a new contract. They was just trying to scam me into doing business with them. I guess business is slow for them. I ended up going with the first company for a few hundreds dollars more. It still was a better price than what United Freeway way trying to get me to pay.

  

  Business Response

  Date: 11/07/2024

  Dear Better Business Bureau,
  We would like to clarify the events surrounding the car shipment scheduled for Ms. ******* *********.
  On October 30th, our agent reached out to Ms. ********* to offer our vehicle shipping service. She confirmed her request to schedule the shipment of her 2018 ************* GLE-Class Coupe for October 1st. Our agent provided a quote of $2,000 for a guaranteed shipment, which Ms. ********* accepted, and she signed the contract, officially confirming her booking.
  However, after the booking was confirmed and the vehicles spot was reserved, Ms. ********* decided to cancel the shipment. Per our contracts Cancellation and Refund Policy (Section 9), our company is authorized to retain a cancellation fee in such cases. Ms. ********* reviewed this policy, agreed to the terms, and acknowledged the cancellation fee prior to proceeding with the cancellation. Subsequently, we refunded $400 of her payment, deducting the agreed cancellation fee.
  Attached to this correspondence is proof of the conversation between our agent and Ms. ********** showing her confirmation of the cancellation policy and her agreement to the terms.

  Customer Answer

  Date: 11/22/2024

  A few days ago I received a text from the salesperson. He asks me to retract the BBB complaint or else he would get fired. As much as I feel no one should be fired, right is right and wrong is wrong. When I stated that I had a contract, the correct response should have been ok thank you for your time. Instead you told me that my company did not have a driver. It's moving day for me and I was awaken from sleep after working third shift with this.  

• Initial Complaint

  Date:08/24/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  United Freeway Transportation attempted to renegotiate a contract at the last minute and failed to refund my initial payment when I did not accept the changes and asked that the contract be cancelled. I had contracted UFT to transport a vehicle and paid the initial payment of $500 upon establishing the contract. In the week leading up to the scheduled pick-up date, I made multiple attempts to contact UFT for details about the pick-up such as a time and carrier. Although they responded to my contacts, they provided no details, instead replying with "We will get you that today" and "We are working on it now." On the day that was scheduled for pick-up, they finally contacted me saying that the carrier had a problem with his truck and they were looking for an alternative. Later that day, they claimed to have found another carrier, but vehicle picked up would be the following day and would cost an additional $350. When I didn't accept the change, they changed it to $250, at which point I requested that they cancel the contract. They then offered to make it only $50 additional and I again requested that the cancel the contract. They then said they would do it for the original price, but I was no longer comfortable that they were a trustworthy business and repeated the request to cancel the contract, and which point I was told that since I was cancelling it, I would be charged a $199 cancellation fee. I disagree with this fee, as they attempted to renegotiate, but either way, they have not refunded ANY of the initial $500 and have stopped responding to my attempts to contact them.

  

  Business Response

  Date: 08/30/2024

  Dear BBB, First and foremost  we just want to notice that we are just middle company between customer and drivers and we had a contract with customer that name`s ********************************* in order to ship the car which is 2019 ********** tigun tht`s coming from ***** to ******, Contract was signed on 08/17/2024, According to the contract we had scheduled one of our professional drivers from Royal auto transport and we have dealt among driver company and customer to pick up the car on 08/17/2024. According to the contract eevrything was sent as a professionally and on time and we provided pressional service for our customer. Unfortunately on pick up date driver was cancelled from customer when he already went to pickup location because of Unknown reasons, thanks to this misunderstandings we should hold the customer`s $199 as a cancellation fee as a contract which was written on section ,,CANCELLATIONS AND REFUND POLICY,, But we have already refunded total amount which is $500 in order to get customer`s satisfaction. We strongly ask you to check this review again, here is the proofs regarding our agreement with customer and refund of full amount of $500! 

   

  Customer Answer

  Date: 09/03/2024

  As shown in the attached text exchanges, the response from United Freeway Transportation is not an accurate representation of the situation.  However, last Friday (August 30th 2024) they did refund the full $500, so I am no longer pursuing further action.

  Customer Answer

  Date: 09/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  
  

• Initial Complaint

  Date:04/22/2024

  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.

  Quote Number: 30875490-UF March 29 2024 Paid 250$ fee ************ told me my truck would be picked up on between Monday Apr 1 and Thursday.But after many attemts to contact with the manager I desided to break the contract and hire another Broker.I have notified the manager to get my money back - 250 $ paid by ***** .They told me it would be in 5-7 days.Today is Apr 22 and I did not get my money back.4 -5 days ago i contacted their online support and asked about the refund - i did not get anything!Thanks.

  

  Business Response

  Date: 05/22/2024

  Hi *********;
  We have refunded the amount this customer paid and before returning this amount we called many times to this customer but we never got a hold with this customer. 
  Here is a screenshot of the refunded amount to this customer.
  
  ********************
  Phone: **************
  Website: uftransportation.com
  

  
  

  Customer Answer

  Date: 05/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21606956
  
  I am rejecting this response because: I did not get any refund to my account!!!!
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/23/2024

  We have refunded the amount which is $250 to this customer paid and before returning this amount we called many times to this customer if the customer gives us zelle address to refund but we never got a hold with this customer we tryed to contacct with emal and calls as well. A few days ago we have tried to send the amount through the phone number of the customer and we managed to make it here is the screenshot we are attaching it as a file
  

  Customer Answer

  Date: 05/24/2024

  Hello,

   

   

  I didn't receive any refund.

  The print screen mentioned in the message I couldn't read/open.

   

   

  Thanks.

  Viacheslav.

• Initial Complaint

  Date:03/24/2024

  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.

  Terribly disappointed with the custom service! I would give "0" out of "5"! Because of urgent need, I contact the custom service on March 9, and the agent said my car in ******* then would be ready to pick up on March 10 at LA. So I signed the contract and it said the *** would be 2 days. However, the exact arrival day is March 15 midnight - 5 days later! And it brought so much disasters in my life because of their failure to keep the promise! I chose this company because it costs 200 - 300 dollars or 50% more than other brokers and expected a ****** overnight" service. But later I realize they only gave empty promise and lose credibility completely. When I called the driver on March 12, he said he was still in ***** to pick up other cars and would not be able to arrive at ** until March 15. I was so disappointed and contacted ************** but DID NOT RECEIVE ANY RESPONSE! It is very suspicious how this company get such high scores in BBB review? Please be very cautious and NOT CHOOSE THIS COMPANY!

  

  Business Response

  Date: 04/25/2024

  We as a brokerage company got a request from this company to ship the vehicle of this customer's 2014 Maserati Ghibli from ******* , *******; ***** to *********** , *******; 90015 and the date to make the shipment and delivery time was schedualed to 03/09/2024 and  03/11/2024 recpectively as it is visible on our contract between us and customer as well as bill of leading (BOL). We are a brokerage company that finds a carrier who can make this shipment. As soon as we have got a carrier we ask confirmation from our customers to check everything about carrier like pick up and delivery time. We control everything before pick up as soon as we dispatch an order to a carrier (******* & **** AUTO TRANSPORT **** it is carriers job to make the shipment happen. 

• Initial Complaint

  Date:03/22/2024

  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.

  My vehicle was damaged during transport. Please refer to documents attached. **

  

  Business Response

  Date: 05/09/2024

  United Freeway transportation LLC is a company work beteewn customers and carriers our job is to find carrier who can make this shipment of vehicle owners and give them contact onformation of carrier, Insurace package of carrier company to make complaint in case of issues and dispatch the order through loadbords to a carrier company! In the contract we have got sections that informs about it and ourbrokers also orally inform each customer about it. Here we are attaching some needed informations thhatn we have made our job completely.  

  

  Business Response

  Date: 05/25/2024

  We are United Freeway Transportation which is a company that made the shipment as a broker who was working between the customer and a carrier our job is to find a carrier that is reliable; Insurance package, and active FMCSA, and send it to the customer to check and agree if it is good to accept or not for the customer side! We do not go to pick up the car or we do not deliver directly we work online and as soon as we assign the order to the carrier our job ends. We have sent and informed the customer about everything and confirmed it by sending the contract, Insurance, and **** of leading. According to our agreement, we are not responsible for any damage and the carrier takes full responsibility for any cause that happens during the shipment. I've attached all the needed documents to make it clear. Also, we have pictures before and after delivery I was going to attach them but there was a limit so I could not if needed I am ready to show them as well! 

• Initial Complaint

  Date:08/18/2023

  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.

  Placed order for vehicle shipping services with United Freeway Transportation 6/2/23. Selected UFT over others because of price, agreed upon pickup date, and reviews indicating excellent communication/customer service. Communication/customer service was virtually non-existent. I had to initiate calls, emails, etc.. Most went unanswered. Once response finally received, vehicle pickup date of 6/27/23 was confirmed. On agreed upon pickup date, received call from UFT Agent informing me of price increase of $800.00, despite my original agreement/order. Because had flight to catch next morning, felt stuck to accept increase. As day progressed, pickup time kept getting pushed back. Eventually, pickup driver called to inform us he would not be able to make pickup on agreed upon date and would be there next morning. As a result, had to change flights resulting in additional $500.00 in airline fees. I suspect the favorable reviews on company website were more than likely written internally to fool potential customers. I believe I was duped with the old "Bait & Switch" tactic. They knew I was committed to timeframe and took advantage. I certainly hope this complaint warns potential customers of UFT tactics and effects company rating with BBB. 

  

  Business Response

  Date: 09/04/2023

  According to the order that we got from our customers, **** ******* and *****************************, we initially offered a price that was regarded as the severe rate".
  Our agent who worked on it picked a driver who works for Day In Day Out Auto LLC, and we got all the documentation from this company and sent it to our customer, **** *******. As soon as the customer chose this carrier, we made negotiations with the driver and made them agree to make this shipment for $1350 in total carrier fee and a $350 reservation. As we updated ****************** about the price, he asked our broker to book the spot from the trailer. We always book any spot for our customer as soon as the customer agrees to the price and all terms and conditions. As a proof, we get a signed contract. Here we can attach a signed contract from our customer, *****************************. Hope it is going to be enough information to understand that all was good with this order by our side! 

  Customer Answer

  Date: 09/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: per attachment, I had agreed to and signed  contract for a price of $900.00. On the day carrier was to make vehicle pickup, United Freeway Transportation increased my price by $800.00! Because of flight arrangements and apartment complex vacate details, I was committed to having vehicle picked up on scheduled date. Driver did not pickup vehicle on specified date.  As a result, had to reschedule flights resulting in additional $482.00 airline charges. This is why I am requesting full refund of charges. 
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 09/14/2023

  Innitially we agreed with *********************** about shipping his car which is 2017 ****** ****** we have asked as always we do from the customerif the car is modefied or no. ** ******* told us that the car is in normal condition an we send a contract to the customer the contact mentioned all setuations and compulsion as soon as customer agreed and singed contract we started working on this shipment. According o contract if the condition of the car is modified drivers ask more then agreed price!. When we have fond ua carrier we contacted to him and asked  to book the spot or no. *********************** said yes and we have booked. When driver went to pick up adress car was modified and he asked more then agreed customer gaven the car even contacting to our agent who found the carrier. 

  Customer Answer

  Date: 10/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The response from United Freeway Transportation is utter nonsense.  There was never any discussion about the vehicle being "modified".  And the vehicle was NOT modified.  UFT's claim that driver increased the price after seeing vehicle is a fabrication.  UFT increased the original agreed upon contract price 6/27 before the driver arrived.  And again, driver didn't arrive on original pickup date of 6/27.  Arrived on 6/28 resulting in additional expenses.  I was stuck accepting UFT's increase at the time on 6/27 because of flight arrangements.    
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising 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 was speaking to this business and they said that they would ship my car for 750$ I signed paperwork and everything, then proceeded to tell me that they had no drivers nor any insurance, so then when they finally found someone they proceeded to tell me that I had to pay $1,800 and then they said they negotiated a price to be 1,300 and then they stated they negotiated the price to be 1,200, but in their policy that they have the price is guaranteed that they gave me that I signed upon and any actions after that has nothing to do with me and so then they proceeded to act very rude towards me they even said that they wouldn't give me their CEO's number if I didn't send them information and so now here I am traveling States by airplane without my car being there and then they proceeded to tell me that they were just going to cancel my order when all I asked for is a phone number they were all very unprofessional they were all very very rude and they were all just I don't even know how to describe it's just very devastating for them to have a BBB and yet they're treating people like a low quality company

  

  Business Response

  Date: 09/04/2023

  The order our agent got from the customer, who is ***************************, was on July 23, 2023, and the price we offered was a saver rate, and our customer agreed to this rate. According to what custom says, we offered an exact rate. This is totally incorrect information because we always offer an estimated price for the customers as we are a brokerage company, and if customers want it, we give them a guaranteed one as soon as we talk to the driver. Once our agent found the exact carrier to ship the customer's car, this customer did not pick up the phone for around 8 hours, during which time the driver went away from the pick-up location. During that day, our broker contacted the customer and asked why this customer was not answering phone calls. The customer called and said he was working with some other broker as well, who offered a lower quote than us. As long as the customer is working with another brokerage company, our broker asked **************** to cancel the order because we always ask our customers not to work with more than one company at the same time as it affects our business on Central Dispatch. After a few days, the customer started calling us and asking to make the shipment, but as it was a road business, the price of the shipment increased on the sample price list, so our broker said the price was going to change to make a new contact, but the customer urged our broker to make the shipment under the terms of an expired contract, which was canceled. Still, our broker offered several drivers, but the customer did not accept any of them and was urged to work by the terms of the expired contract. 

• Initial Complaint

  Date:07/30/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially requested a quote for vehicle transportation for delivery on July 24th this was April 10th 2023. I explained to the broker *****, I am flexible with my pick up date and location. Recognizing my pickup location in the Florida Keys is awkward. I can arrange for my vehicle to be picked up in Miami or have my vehicle sit in California in standby. I even asked for a second quote for pick up in Miami. To which i was assured that pick up in the keys wouldn't be a problem, I signed a contract for $1,050 for a drop off date of July 24th on May 11th. June 30th I reach out and ***** replied "No worries! your Truck will be picked up on time. Finally July 13th a few days before the pick up date I reached out to which I learned the price has increased from $1050 to $2,200. Within the contact it states price may change 5%-30% but not twice as much. The broker could have worked with me, as he had 2 months, I explained I was willing to move the the vehicle to Miami for pick up or pay storage fees, but i needed my truck to save on rental car, so i signed to contract. I reached out to customer support and *****s supervisor but got nowhere. For resolution I am willing to split the difference between the 2 contracts that includes the maximum 30% up charge in contract. I am seeking reimbursement of $417.50.

  

  Business Response

  Date: 08/11/2023

  Dear BBB,

  We sent the estimated quote offer to the customer ***************************** on April 10, mentioning that the price was estimate.

  Initially, pickup was scheduled to be on July 17 and by the date scheduled there had been a price increse due to market change. It is true that we mentioned on the contract (Section 3, part-a), that price change may range from 5% to 30% be we did not guarantee that this was set change. At the same time, due to market changes we do not require upfront payment from customers and once final price comes our from available carriers we contact customers, give final offer, which is of course guaranteed and if the price and pickup-drop off dates work for cutomers they may accept our offers.

  In this case, as the customer also mentioned, we gave him final price and he confirmed by signing the contract, however, now, asking for a refund of the difference.
  I am sure to say that we are always trying our best to give the most honest and professional service in the market where a lot of scammers can be found, and do not urge any of our customers by taking their money.
  
  Hope this will find the best resolution.

  Thank you,

  Best Regards,
  
  United Freeway Team.

  Customer Answer

  Date: 08/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I will agree with United Freeway Transportation that there are questionable vendors in the auto transportation industry. That is the reason I chose to go with them. They have built of solid reputation of professionalism. My concern is, I made it abundantly clear for 3 months I am flexible with pick up date and location, I sought status updates and at no point was there an indication the price would increase so dramatically.
  
  I completely understand that prices increase with fuel and driver availability, but United Freeway Transportation waited until two days before the scheduled pick up date to arrange a driver at a price double the original quote. With a deadline for drop off quickly approaching I had little option then to agree to the contract. Given this situation leads me to be to question their professionalism by sitting on this contact until the last minute despite me continually reaching out, or far worst they intentionally waited to receive a larger commission.
  
  I dont require a refund, I signed the contract. I just ask that senior leadership is aware of what brokers are doing and that this is not their business model.
  
  Very Respectfully,
  
  *****************************

• Initial Complaint

  Date:07/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed an agreement with a quote for $900 on June 29th. I was moving July 23rd. The request was for a vehicle pick up on 7/20 and quoted at $900. I followed up in early July, and no price change was communicated. Finally, I recieved a communication on July 19th. I was asked to call them when I asked what time the car was getting picked up. I was told that to have my car picked up would cost $1,250. When I expressed dismay, they lowered it to $1,150. While I understood the price might not be perfectly $900, I expect that any price changes would be communicated before the day of the pick up. At that point, I didn't have any option other than to ship my car with this company. There is a big difference between "the price may vary" and "it's the day we're picking up your car and it's going to cost an extra $250." If the price is going to vary that much, they should be using the word estimate, not quote. A quote implies a fixed price unless something seriously changes. This price wasn't adjust because I gave new information or there was a change in circumstances, but because they mislead me with the quote. The communication was incredibly poor and resembled that of a scam and not a real business.

  Customer Answer

  Date: 08/28/2023

  I did not hear from the business.

  

  Business Response

  Date: 09/05/2023

  We got an order from the customer on the date of 6/29/2023. Initially, as we are a brokerage company, we offered this customer a savings rate, and the customer agreed. As long as we had the customer's agreement, our broker started working on this shipment. We offered several drivers to this customer running through this area, but she did not want to get any of them as her plans changed. That is why, when it is urgent, we have managed to find someone who can get this shipment for $1350 in total to make the shipment happen in 07/20/2023, and we send the customer a contract to sign if she agrees to the final price and date, and she signed the contract that we have attached below. Thanks for reaching us!

  Customer Answer

  Date: 09/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The business's claim that my plans changed are not true. I've attached the original contract that I signed. You'll notice that the shipment and delivery date are the exact same window. At no point did I communicate a change. I've attached my email correspondences with them to show that the dates I listed remained the same from the beginning. The company only told me about the change in price the day the pick up was supposed to happen. In the correspondences attached, you can see that they would not give me a window until I called and agreed to the new rate. During that call, which I hadn't expected to need to record, I was told that the rate was raised and that I wouldn't be able to find a cheaper price. I felt very pressured, especially since the company had both my old and new address. Because I was leaving LA in two days, I had no alternative than to proceed with the new contract as there was no time to find a new carrier before I moved. This is particularly important since I made this reservation far in advance. The business has no records of my plans changing because they did not. They instead offered a rate they were not able to provide and instead manipulated me to give into the higher price. This deceptive tactic has been used on customers outside of my case as you can see in their ****** reviews. I would like to know what changes I made from that original quote that they are saying factored into my price change. Especially since there was no communication on my end, I am hoping for a partial refund.
  
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/22/2023

  We as a serd party comany in this business got a request from ***** ****** in the date of 06/29/2023 11:44 AM to ship her car which is 2008 ******* ******. As soon as our broker **** got request he offered an estemated quote for the shipment and customer signed the order agreement as soon as she informed bout everything about shipment and then Alex started looking for avilabe carriers for her shipment. We offered may drivers and customer chosen  ** **** ***** Inc as a carrier for the shipment then final price given to the customer which is $1150 customer said yes and signed final contract. After this we have boked a spot rom the carrier 07/20/2023 03:12 . This is all happened and everything was informend before hand.

  Customer Answer

  Date: 10/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I feel that this response isn't acknowledging the changes. I was offered a quote and the amount wasn't changed until the day it was set to ship out. Why wasn't I informed the day the spot was reserved? Why did the agent use manipulation tactics to get to me sign the new agreement? I was not offered multiple options, I was mislead about options and then put into a place where I couldn't refuse the increase. I was told on July 9th that the shipment was scheduled for the 20th. An ethical business should have communicated price changes the day it was booked. I was asked to call and speak to the broker **** at 1:37pm the day the car was due to be picked up. I have provided the materials to show that I was actively trying to communicate and the vendor withheld information. 

  I felt that I had no other option to sign. I was being told on the phone that because they use a national database that no other company would be able to give me a better price. I was told room on the trucks was severly limited and that the asking price was significantly higher. The broker continued to pressure me to sign the new agreement, playing off an understanding that I was moving and had limited time. Signing a contract under economic duress invalidates it. 

  The vendor has not acknowledged the situation. First they claimed that I made changes to the order. Then instead of admitting that wasn't correct are now just repeating that I signed a contract. I would appreciate any amount of effort to recognize that an error was committed to reach a mutual solution. I'm not asking for a full refund. I am asking that the company honor their communications and put an end to their predatory practices.

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