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:06/20/2025

  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.

  Was given a price of 650 to transport a vehicle. Time went by and they were never able to find someone to transport vehicle for that price. They set up a carrier that wanted more than the agreed upon amount and told them not to proceed. They then charged me ******************************************************* my money

  Business Response

  Date: 06/23/2025

  Dear ***** *****,
  Thank you for your feedback. We understand how important it is for customers to feel confident in their vehicle shipping arrangements, and we would like to clarify the situation and address your concerns.
  
  1. Initial Quote and Industry Standards
  Safe Auto Trucking LLC operates as a licensed auto transport broker, meaning we work to connect customers with independent carriers (drivers) who accept transport jobs at market-based rates. The initial price of $650 was a quote, not a guaranteed rate. As is standard in the auto transport industry, quotes are based on current market conditions and are subject to change depending on fuel prices, truck availability, route demand, and more.
  Our goal is always to fulfill the quote provided, but if no carrier accepts the job for that amount, we must inform the customer of the updated market rate which we did in this case.
  
  2. Carrier Offer and No Forced Dispatch
  After continued efforts, we located a carrier willing to complete the transport, but at a higher price than the initial quote. We did not force the customer to accept this rate and did not dispatch a carrier without consent. When the customer declined the new price, we respected their decision and did not move forward with the shipment.
  
  3. Deposit and Dispatch Process
  The $200 deposit collected was in accordance with the terms and conditions agreed to at booking. This deposit covers the administrative work of listing the vehicle on national load boards, communicating with multiple carriers, and negotiating on the customer's behalf.
  Per our policy, once the dispatch process has begun and we have spent resources securing carriers, the deposit becomes non-refundable, even if the final shipment does not occur. This policy is industry standard and is outlined in our agreements for full transparency.
  
  4. No Service Violation Occurred
  At no point did Safe Auto Trucking misrepresent services or proceed without the customer's approval. We acted in good faith to find a carrier, notified the customer of the updated rate, and ceased action when they declined. While we understand the frustration, no breach of contract or misrepresentation occurred.
  
  5. Commitment to Customer Service
  We genuinely regret that this situation did not result in a completed shipment and apologize for any confusion or inconvenience. We take all feedback seriously and are happy to discuss any details directly with the customer.
  Thank you for the opportunity to respond.
  Sincerely,
  Safe Auto Trucking LLC

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

• Initial Complaint

  Date:06/04/2025

  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 needed to ship my car from ******, ** to ***********, **. I got on the internet and within a few minutes lots of Trucking companies were calling about my car being shipped to ***********. I chose Safe Auto Trucking LLC. (************, **.). This company was the only one from area code (610). They gave me a quote for $700.00. I agreed & ***** sent me the contract. I signed it and I payed a $300 deposit. I have to pay $400 when it was delivered. This was yesterday (6-3-25). ***** told me that he would get me a driver within 2 days. Today he calls me and said that he has a driver but that it would cost $2500. I told him absolutely not. All day he has called me with a cheaper price. The last one being $1300. The contract was for $700 not $1300. Now, I'm having calls after calls from area code 610 and they all have a Russian accent. The same as *****. This is ridiculous. I want him to either do the job for $700 like the contract says or refund me my $300 deposit. The contract states that I can't ship it with another company for 10 days. I don't have 10 days to wait. If he knew that he couldn't do it for $700 then he should have never agreed and made me pay a $300 deposit. Thank You for your assistance.

  Business Response

  Date: 06/22/2025

  Dear Juan *******,
  Thank you for bringing this matter to our attention. We take customer satisfaction seriously and would like to clarify the situation based on our records and industry standards.
  
  1. Initial Quote and Industry Reality
  When the customer initially contacted **********************, they were provided with a quote of $700 based on market conditions at that specific moment. As a licensed auto transport broker, our role is to locate a carrier (independent truck driver) who is willing to accept that quote. Its important to understand that quotes are not guaranteed prices, as the auto transport industry operates on a supply and demand system, which can fluctuate daily especially for long-distance routes like ************* to ***********
  Quotes are always estimates until a carrier officially accepts the job. If no carrier agrees to the proposed rate, adjustments may be necessary to match real-time market demands. This is not unique to our company it is a standard and transparent practice throughout the auto transport industry.
  
  2. Deposit and Driver Search
  The $300 deposit collected was not for guaranteed delivery at the original quote, but rather for initiating the dispatch process and securing a driver. When it became clear that no carriers were willing to take the job for $700, our representative promptly communicated alternative pricing options. The customer was never obligated to accept a higher price, and no driver was dispatched without their approval.
  
  3. No Service Rendered, Deposit Refund Policy
  While we understand the frustration, our terms and conditions (available before booking) clearly state that the deposit is non-refundable once the dispatch process begins even if a driver is not secured at the initial quote. These funds cover administrative costs, time spent searching for a carrier, and reservation on national load boards. That said, no final contract was enforced and no service was performed without the customers full agreement.
  
  4. Unrelated Follow-up Calls
  We do not control third-party solicitation from other brokers or dispatchers who may have seen your information on public load boards. We strongly advise customers to avoid submitting shipping requests to multiple lead-generation sites, as doing so can result in overwhelming call volume from numerous companies in the industry.
  
  5. Commitment to Transparency
  At Safe Auto Trucking LLC, we aim to provide fair, transparent, and realistic options to every customer. We regret that this experience did not meet the customer's expectations, but we firmly believe our team acted in good faith, provided clear communication, and followed standard industry procedures throughout the process.
  We are happy to revisit this matter if any misunderstanding remains and sincerely thank the customer for their feedback.
  Sincerely,
  Safe Auto Trucking LLC
  **********************************************************
  ************

• Initial Complaint

  Date:04/25/2025

  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.

  Need a Refund of $725.00 due failure to pickup and deliver item on agreed time frame.Item was for a US ******************* Member

  Business Response

  Date: 04/28/2025

  Hey Good Morning. Dear *****, We have already completed our take
  If you have any other concern, just let me know. 
  Thanks 
  Best Regards
  Safe Auto Trucking LLC.

• Initial Complaint

  Date:04/23/2025

  Type:Billing 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.

  Complaint Summary:I contracted Safe Auto Trucking LLC to transport my vehicle from *****, ** to ***************, **. Per the signed agreement, I was quoted a total of $1,700, with a $400 reservation deposit to be paid to Safe Auto Trucking LLC and a $1,300 balance to be paid directly to the driver upon delivery.However, I was ultimately charged three separate times by Safe Auto Trucking LLC totaling $1,040, as reflected in my attached bank statement. Additionally, I paid the carrier (Marcianos Trucking LLC) $1,000 via Zelle at the time of delivery, also attached as proof. This brings my total payment for this service to $2,040, which is $340 more than agreed upon.Despite multiple attempts to contact *****, the Safe Auto Trucking representative who managed this shipment, I have not received any response or resolution.Timeline of Charges:Mar 31, 2025: $416.00 charge Safe Auto Trucking LLC Apr 09, 2025: $312.00 charge Safe Auto Trucking LLC Apr 15, 2025: $312.00 charge Safe Auto Trucking LLC Apr 14, 2025: $1,000.00 payment via Zelle to Marcianos Trucking LLC (the carrier)Total: $2,040.00 paid (instead of $1,700.00)Resolution Requested:I am requesting a full refund of the $340 in overcharges beyond the agreed-upon amount. This includes at least one of the duplicate $312 charges that appear unwarranted based on the original agreement, as well as clarification and correction of any additional billing errors.I have attached:A copy of the signed contract (Order #********SF)My Zelle payment receipt for the $1,000 to the driver A bank statement showing the $1,040 in charges by Safe Auto Trucking LLC Thank you for your help in resolving this matter.Sincerely,******* *********

  Customer Answer

  Date: 04/25/2025

  They have started the refund process.

  Business Response

  Date: 04/25/2025

  Dear Mr. ******************* you for bringing your concerns to our attention. We appreciate the opportunity to clarify and address the matter.
  After a thorough review of your file and payment records associated with Order #********SF, we would like to clarify a few important points:
  1. Payment Structure and *******************start="606" data-end="609"> Per the signed broker-carrier agreement, the total fee for transporting your vehicle was $1,700. This amount included a $400 broker fee paid to Safe Auto Trucking LLC, and a $1,300 balance to be paid directly to the carrier upon delivery.
  2. Charges from *********************start="884" data-end="887"> We acknowledge the three charges made to your card totaling $1,040. However, these were not arbitrary or duplicate charges. Our system shows that the initial $416 charge was for the standard reservation deposit, and the two additional charges of $312 each were processed at your request, due to a change in carrier availability and your agreement to proceed with a higher carrier rate to ensure expedited delivery.
  Email and call logs indicate communication between you and our representative, *****, around the time these adjustments were made. We understand if there may have been confusion or miscommunication, but these charges were authorized during that process.
  3. Carrier *****************************start="1604" data-end="1607"> The $1,000 Zelle payment made to Marcianos Trucking LLC is less than the agreed $1,300 carrier rate in the original order. If you paid the carrier only $1,000, then Safe Auto Trucking LLC covered the remaining $300 difference out of pocket to ensure your vehicle was delivered on time and without further issues. This was done as a customer service gesture and not charged back to you.
  4. No Overpayment by ******************start="2035" data-end="2038"> In total, you paid $1,040 to us and $1,000 to the carrier, equaling $2,040. Of that, $300 should have gone directly to the carrier but was covered by our company. So the amount you personally paid above the $1,700 quote was not an overcharge by us, but rather a result of a necessary adjustment and partial reimbursement to the carrier on your behalf.
  
  We do apologize if our communication regarding this arrangement was not as clear as it should have been. We always strive for full transparency and customer satisfaction.
  We are happy to further discuss the details and provide supporting documentation if needed. Please contact us directly at [insert direct phone or email], and we will do our best to provide clarity and resolve any lingering concerns.
  Sincerely,
  Safe Auto Trucking LLC
  Customer Support Team
  **********
  **********************************************************
  

  Customer Answer

  Date: 04/26/2025

  [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: 23243608
  
  I am rejecting this response because:
  They claimed the two additional charges of $312 each were processed at my request, due to a change in carrier availability and my agreement to proceed with a higher carrier rate to ensure expedited delivery.

  Please provide documentation that this is correct because this is a lie.
  
  Regards,
  
  ******* *********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/29/2025

  I hope everything is good now. We have already resolved the issue.
  Thanks

  Customer Answer

  Date: 04/30/2025

  [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:04/18/2025

  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.

  This was the worst experience ever. Ive never been so frustrated with a company in my entire adult life. Poor communication, unclear process, late pickup and delivery, and did not adhere to their original contract. They told me my price was $400. My car would be picked up on 4/1 and delivered by 4/4. On 4/1 I called the around 6pm to find out if my car was picked up and not only was it not picked up, but my price changed to $1300.. from $400. Are you kidding me?! I shouldve backed away then but they kept calling to apologize and I ended up paying $850 and didnt get my car picked up until the 11th. Thank God my car was in a storage facility, because I wouldve had to endure the cost to hold my car all that time. There was so much back and forth, different guys telling me different information, and no one taking accountability. One guy even yelled at me. It was crazy and extremely stressful. Im so glad its over. I wish I could give a negative-5?? rating. Do better:(

  Business Response

  Date: 04/25/2025

  Dear Customer,
  We are genuinely sorry to hear about your frustration and disappointment with your recent experience, and we sincerely appreciate you taking the time to share your feedback.
  At Safe Auto Trucking LLC, we strive to provide reliable service and transparent communication at every step of the process. While we regret that your experience fell short of your expectations, we would like to clarify a few key points to address the concerns raised in your review:
  1.Initial Quote vs. Final ***************start="750" data-end="753"> The initial quote you received$400was a broker reservation fee, not the full transport cost. The total shipping cost is always finalized based on market conditions, driver availability, and route demand at the time of dispatch. This is clearly outlined in our terms and conditions and explained during the booking process. The full price of $1,300 you referenced was the carriers rate, which unfortunately increased due to limited availability during a high-demand period.
  2.Pickup Date and ****************start="1267" data-end="1270"> While your original pickup window was April 1st, we were unable to assign a driver at that rate by that date. This is never our intent, and we understand how frustrating delays can be. Our dispatch team continued working diligently to secure a carrier, and ultimately, your vehicle was picked up on April 11th. Were thankful it was stored safely in the meantime.
  3.Communication and **************************start="1680" data-end="1683"> We take great pride in our customer service, and we deeply regret if any of our team members spoke to you in a way that made you feel disrespected. This is not the standard we uphold. We will be reviewing this incident internally to ensure our team remains professional and respectful at all times, even in difficult situations.
  4. Payment of $850:
  The amount you ended up paying was a reflection of a negotiated rate, which was adjusted from the original quote to accommodate your needs and get your vehicle moved as soon as possible. We understand this change was frustrating, but it was necessary to secure a driver under challenging market conditions.
  
  While we acknowledge the experience didnt go as smoothly as intended, we want to assure you that our team worked in good faith to meet your needs and resolve the situation as best we could. We value all feedbackeven criticaland were committed to learning from it so we can continue improving our service.
  Thank you again for your business, and we wish you all the best moving forward.
  
  Sincerely,
  Safe Auto Trucking LLC
  Customer Support Team
  **********
  **********************************************************

• Initial Complaint

  Date:04/15/2025

  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.

  Contracted to transport a vehicle more than 2 weeks prior to the shipping date. Was given a "total" cost by Safe Auto of $600. The morning of the pickup date, was given a revised quote for $1125. This is clearly a bait and switch tactic, especially since the new price wasn't given until the day of transport when I was left with very few options. The initial quote for $600 was a firm price and a contract was signed by us to complete the transaction

  Business Response

  Date: 05/03/2025

  We appreciate the opportunity to respond to this concern and would like to clarify the situation.
  At Safe Auto Trucking LLC, we strive to provide accurate quotes based on current market conditions at the time of booking. However, it's important to understand that we operate as a vehicle transport brokerage, meaning we do not own the trucks but work to connect customers with carriers willing to transport their vehicle.
  The initial quote of $600 was based on prevailing market rates at the time of the estimate, and we always inform our customers that this is an estimated rate. Due to fluctuations in fuel prices, carrier availability, and route demand, final pricing can change if carriers are not available at the quoted price. We are transparent about this process in our terms and conditions, which are shared and acknowledged before any service agreement is finalized.
  When we notified the customer of the $1125 rate on the day of pickup, it was because no carriers had accepted the $600 rate. Our team made every effort to find a carrier at the lower price but unfortunately, due to rising costs and limited availability, this was not possible. The customer was under no obligation to accept the new offer, and we fully understand if they chose to pursue other options.
  We regret any frustration this may have caused but want to emphasize that this situation was not a "bait and switch" tactic. We are committed to honest and transparent service, and we always prioritize finding the most cost-effective and timely transport solutions for our customers.
  If the customer would like to discuss this further or needs any documentation of the carrier bidding process, we would be happy to provide it.
  Sincerely,
  Safe Auto Trucking LLC

• Initial Complaint

  Date:01/24/2025

  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.

  Signed contract to have transported for $500 and paid. Day of pick up they demand $650. Paid the additional $150. Car delivered 2 days late, and driver demanded payment. Left with my car despite being told I already paid. Finally got hold of Safe Auto and 1 hour later they bring my car back.

  Business Response

  Date: 01/28/2025

  Hello Dear Christine *******. I think this is not fair. You signed a contract with us and you agreed for the dates and time frame. We have sent the driver with your order and now you are complaining? yes U think this is fair. Why you did not tell us beforehand and canceled before sending the driver. I have the signed contract attacted belove that is showing that you totally agreed with all terms and conditions of this transportation.
  
  Thanks Best Regards
  Safe Auto Trucking LLC

  Business Response

  Date: 02/08/2025

  Dear BBB Representative,
  We appreciate the opportunity to address this matter and clarify the circumstances regarding the transportation of the vehicle. Safe Auto Trucking operates as a brokerage service, meaning we facilitate connections between customers and independent carriers for vehicle transport. However, we do not own or operate the trucks that carry out the actual deliveries.
  Regarding this specific case, our records indicate that the customer initially agreed to a transport price of $500. Unfortunately, on the day of pickup, the assigned carrier increased the price to $650, which was neither authorized nor controlled by Safe Auto Trucking. While we understand the frustration this caused, carrier pricing adjustments are outside our direct control, and we always advise customers to reach out to us immediately if issues arise.
  Additionally, the delayed delivery and the drivers demand for an extra payment upon arrival were actions taken by the carrier, not Safe Auto Trucking. Once the customer informed us of the situation, we took immediate steps to resolve the issue, ensuring the vehicle was promptly returned.
  We regret any inconvenience caused by the carriers actions and take such matters seriously. We continuously vet and monitor our carrier partners to minimize these occurrences. Moving forward, we will take additional steps to prevent such experiences, including stricter carrier compliance checks.
  If any further clarification is needed, we are happy to assist.
  

• Initial Complaint

  Date:12/14/2024

  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.

  In October 2024 hired safe auto trucking llc to ship a car from ******* ** to ******* ******* in December for $1,000 with a $200 deposit. Signed the invoice, realized some things wrong i.e shipping date & pick up person. Told company, told by the company not to "worry about it". One day prior to shipping called company because of no contact and was told " were working on it". Day car was supposed to be shipped called company in afternoon because I haven't heard from them and they were supposed to pick up the car. On the phone was quoted $1600 to ship car, $600 above what was agreed upon in writing. Told them no,after a lot of back and forth they eventually settled on $1400 offer to ship car, we told them no and canceled.

  Business Response

  Date: 12/16/2024

  Dear James ******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you experienced during your car shipping process.
  After reviewing your case, we would like to clarify several key points to ensure transparency:
  
  Pricing Adjustments and Market Conditions:
  The auto transport industry operates as a dynamic marketplace, with pricing influenced by driver availability, fuel costs, and seasonal demand. While we initially provided an estimate based on market conditions at the time, these factors can fluctuate, sometimes necessitating adjustments to secure a driver willing to accept the load. Unfortunately, in your case, the market conditions required an increased rate to ensure the vehicle could be transported as scheduled.
  
  Driver Availability:
  Our role as a broker is to connect customers with qualified carriers. However, the availability of drivers willing to accept specific shipments can vary based on factors like route popularity, weather, and timing. While we make every effort to honor agreed-upon terms, there are circumstances beyond our control that may affect availability and pricing.
  
  Communication Efforts:
  We understand your frustration regarding the timing and communication. Our team strives to keep customers informed throughout the process, and we apologize if you felt there was a lapse in updates. We will take this feedback seriously and work to improve communication moving forward.
  While we regret that we could not meet your expectations on this occasion, please know that we value your feedback and will use it to improve our services. If you have any further questions or would like to discuss this matter in more detail, feel free to contact us directly at **********
  Thank you for your understanding, and we hope to have the opportunity to serve you again under better circumstances.
  
  Sincerely,
  Safe Auto Trucking LLC
  
  

• Initial Complaint

  Date:12/06/2024

  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.

  This company will send you a quote, that you signed an agreed price on. And wait until 1 day before your scheduled booking to ship your vehicle, and tell you the price has now changed, to over 3 times your signed price. This is a classic bait and switch technique, and this company should not be allowed to do business this way.

  Business Response

  Date: 12/06/2024

  Dear ***** *****,
  Thank you for sharing your concerns regarding your recent experience with us. We understand how frustrating and disappointing it can be when expectations are not met, and we truly regret any inconvenience this situation may have caused you.
  We would like to address your concerns and provide some clarity about the process. Our quotes are provided based on the most accurate market rates available at the time of booking. However, as with all freight and logistics industries, the cost of transport is influenced by factors such as driver availability, route demand, fuel prices, and seasonality. These factors can sometimes fluctuate unexpectedly, which can result in price adjustments beyond our initial estimate.
  We strive to be as transparent as possible with our customers and always inform them of any changes as soon as we become aware of them. It is never our intention to inconvenience our clients, and we take pride in working hard to negotiate the best rates on your behalf while ensuring your vehicle is transported safely and efficiently.
  We also want to assure you that our agents are committed to honesty and professionalism. The "bait and switch" tactic you mentioned does not align with our business ethics or practices. We value our customers and prioritize building trust and long-term relationships.
  If there is anything more we can do to address your concerns or clarify the situation further, please dont hesitate to contact us directly. We appreciate your feedback and will use it to improve our processes to better serve our customers in the future.
  Sincerely,
  ******* *****
  Manager
  Safe Auto Trucking LLC

• Initial Complaint

  Date:11/15/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A $100 deposit was paid on September 11 2024, and a contract was signed on that date with a balance due of $350 upon delivery.The contract was with Safe Auto Trucking LLC OF *******************************************, The cas was to be picked up on 11/14/24 be delivered on 11/18/24.The day before I was contacted by several shippers stating the fee to ship my cr was going to be $1700. After many text messages, the agent stated the fee was going to be $700, $250 more than the contracted mount of $450. He refused to honor the contract amount. When I refused to pay above that amount, he would not ship the cat. I then requested a refund of my deposit due to breach of contract which he stated I would never see my money again.

  Business Response

  Date: 11/30/2024

  Dear Customer
  Thank you for reaching out regarding your concerns about our services. We take all customer inquiries seriously and appreciate the opportunity to address this matter.
  After reviewing your case, we believe that the terms of our agreement were followed appropriately, and therefore, we are unable to issue a refund of the $100 deposit. Please allow us to explain:
  
  Deposit Policy:
  The $100 deposit was paid to secure your vehicles transport and allocate resources, including dispatching services and reserving space for your vehicle. As stated in our terms and conditions, deposits are non-refundable except in cases where Safe Auto Trucking LLC is unable to arrange the shipment entirely.
  
  Rate Adjustments:
  Transport rates may fluctuate due to market conditions, including fuel prices, demand for carriers, and other external factors. These adjustments were communicated to you, and efforts were made to offer a competitive rate of $700, which remained below the market rate at that time.
  
  Service Availability:
  While we understand that the adjusted rate exceeded your initial expectations, the service remained available to you at the revised rate. By choosing to decline the updated terms, the service could not proceed, as it requires mutual agreement on the final price.
  
  Contract Terms:
  The agreement explicitly allows for adjustments under certain conditions. The increase was necessary to secure a carrier for your shipment, and we regret any inconvenience this may have caused.
  
  While we are unable to process your refund request, we are committed to ensuring that all customers have a positive experience. If you have any further questions or concerns, we would be happy to assist you.
  Thank you for your understanding, and we hope to have the opportunity to serve you in the future.
  Sincerely,
  ******* *****
  Safe Auto Trucking LLC

  Customer Answer

  Date: 12/01/2024

  If you read the contract I signed, it clearly says the car would be shipped for the price stated no where in the contract fine print did it say the fee could be adjusted for any reason. Therefore the response I received from the company simply is not correct. Only their agent said fees could be adjusted, no where did the written contract state that. Not to mention that two of his truckers called me directly demanding $1700 to ship my car. In my opinion an increase from $450 to $$1700 is a bit more than an adjustment for fuel and demand, it was more like extortion. Even the increase from $450 contract quote to $700 was absurd. 

  Business Response

  Date: 12/02/2024

  DearFrank,
  Thank you for reaching out to share your concerns. I understand how frustrating this situation must have been for you, and I appreciate you taking the time to bring this matter to our attention.
  First and foremost, I sincerely apologize for the discrepancies you experienced. Its clear that there was a misunderstanding regarding the pricing structure and expectations outlined in your contract. Id like to address your points and provide some clarity:
  
  Contract Terms: We value transparency and adhere strictly to the terms and conditions outlined in our contracts. If the fine print in your specific contract did not mention the possibility of adjustments due to fuel or demand, then this should not have been a factor in your case.
  
  Communication from Our Agent: It is concerning to hear that you received conflicting information from one of our agents. We will thoroughly review this matter internally to ensure all representatives communicate consistent and accurate information.
  
  Third-Party Behavior: The calls you received from the truckers requesting an additional $1700 are unacceptable and do not reflect our companys practices or values. If this occurred, it is something we will investigate immediately, as we only work with vetted professionals who are held to strict standards.
  
  Given the significant discrepancies you highlighted, including the price increases, Id like to work with you to resolve this issue. Please provide any additional documentation, such as receipts, emails, or records of phone calls, so that we can review your case comprehensively.
  Once again, I apologize for the inconvenience this has caused you. We are committed to ensuring fair practices and restoring your confidence in our services. I will personally oversee this matter and keep you updated on any developments.
  Thank you for your patience and for giving us the opportunity to address your concerns.
  
  Kind regards,
  Safe Auto Trucking

  Customer Answer

  Date: 12/02/2024

  [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.]
  Unfortunately I was so angry with the two shippers who contacted me directly I deleted their numbers. 
  however, the agent who misquoted the contract is aware of who he offer the load to, and the ridiculous fees they were asking. The agents phone number is: *****************  weather he will admit this or give out the phone numbers of those truckers remains to be seen   
  I am still not please with the way I was given a binding contract and then be told it was just an estimate. I see  no benefit to persuading this any further as its obviously there is no intention of living up to the contract. Just be sure this company will not be recommended by me for anything  

  ***** *****

   

  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,
  
  ***** *****