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:07/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been telling me for 3 days they would be here to pickup my vehicle from Citrus Heights CA to Fort Worth TX. I have 4 load numbers and nothing was fulfilled. When I asked for my deposit back I was met with a busy signal. 31110469US Is one order number that they changed themselves. How unprofessional to not communicate or even reach out from dispatch, the so called driver. Apparently he was stuck at a dealership but after calling the driver 6 times I never received a single call a single update. Every time I had to wait 3 hours for a response from anyone?! I paid $400 and have a flight to go home. Now I was Inconvenienced by them on multiple occasions. I was forced to find another company delaying my move to Texas. THIS COMPANY IS TERRIBLE TO SAY THE LEAST. VERY UNPROFESSIONAL AND HAVE NO IDEA WHERE THEIR DRIVERS ARE

  Business Response

  Date: 08/20/2023

  I apologize for the inconvenience you've faced during this process. I understand your frustration, and I'd like to provide some clarity.
  Please note that while we make every effort to ensure timely pickups and deliveries, the nature of road transportation can sometimes lead to unforeseen delays. Our contract is designed to accommodate potential variations in pickup and delivery timelines, which is why we provide estimated windows rather than specific dates.
  I see that your order was assigned load number *********** The situation you've described does not reflect our usual standards of service, and for that, I truly apologize. I understand the urgency of your situation and I'm sorry for the inconvenience this has caused you.
  Regarding your deposit, please be assured that we are committed to resolving this matter. Our team is currently investigating the circumstances and will be in touch with you to address your concerns and discuss a suitable resolution.
  Again, I apologize for any frustration you've experienced. We value your business and are dedicated to ensuring that we address this situation appropriately.

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a reservation on May 4 to have my car shipped from SC to AZ with a $300 deposit. The day of pick up, I heard from no one at US Star Trucking causing unneeded stress on top of a cross country move. After several calls, I was told they were trying to find a truck to take my car, which is not what I signed up for and agreed to when I placed a definitive pick up day of May 31. After locating a driver, they told me it was going to be another $600 on top of the signed and agreed upon amount. I was very uncomfortable with the uncertainty and changing amounts, I called it off, which put me in a compromised position as I was about to move across the country. The rep argued with me that he would find another driver and talk to his manager. The entire experience felt like a scam. I emailed several times to get my deposit refunded and was met with a response that I had the wrong company and to stop emailing despite it being the email address on the signed contract. At this point, I want others to know what an unprofessional company US Star Trucking, LLC, is and I want my deposit back. I've filed a claim with my credit card company to investigate as well.

  Business Response

  Date: 06/29/2023

  Hello Dear BBB

  Thanks for taking the time to share about this  experience at our company.  I apologize that we could not provide a service according to our high standards.That customer already took the money to his/her acoount after cancelling the transaction . We will try not to do this kind of issue and solve this problem with our support team 

  Best Regards,
  US Star Trucking LLC

• Initial Complaint

  Date:06/23/2023

  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 6/18/23 I was given a online quote from Fred, at US Star Trucking, to pickup a F-100 in Washington state and deliver it to the Houston TX area for $990
  I called on 6/19/23 to hash out the details, and ensure the total cost was by the quote given; " No suprise fees". I think becuase if a partial lanuage barrier Fred hung up the phone; called me back; stating that he talked to the driver, and they can do if for $800 total. I did not ask for the discount they just voluntered to provide it.
  Fred sent me a contract documenting that U.S. Star trucking will pick up the vechicle on the 6/23 from WA and will drop the truck off on the 27th here in TX, Again the total will be $800. by the signed contract.
  On 6/22/23 I was contacted, by Fred and he claims that there is only one driver in the area and they want more $ . When questioned they wanted another $800 bringing the total to $1600. I refused and held them to the contract, or they can void it out right there.
  They are trying to calim; that if I I'm to cancel the contract before 1 week time frame then I will be pentlized $200 fee.
  I will not be held ransome to some shady dealing, and as a warning to the other consumers as well. This comapny is dishonest and just keep on looking.
  
  Brad ******

  Business Response

  Date: 06/29/2023

  Helllo Dear BBB

  Thank you for letting us know about that issue . I sincerely apologize for the inconvenience that our agent made . We worked for that shipment and unfortunately due to the high market price in this industry we could not find a carrier for initial agreement . Our company is not going to charge the cancellation for this order according our contract

  Best Regards,
  US Star Trucking LLC

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SCAM. THEY ARE IN A CALL CENTER THAT ISNT EVEN IN THE US.
  i got quoted $900 to ship my car from NY to CA. they sent me a contract on 6/18 that said $900 for pickup on 6/21, which i signed. on 6/20, THE DAY BEFORE PICKUP, they called me and said they found a driver but they want more money… $1550. obviously told them no cause other companies have quoted me prices from $1050-$1400. “Jason” then said “you can try to ask other companies but you wont find a better price than this but i can try asking the driver for a discount”. He called me back after 2 minutes and was like “best we can do is $1500” thats $50… AND $600 MORE THAN WHAT I SIGNED FOR. At this point i was losing patience bc i already talked to another company so i tried calling them back to cancel my order and “Jason” wasnt answering my 10 calls!!!! so i called the company phone number and got redirected to “the guy who was assigned to my case” but apparently i was now talking to “Bill” who sounded JUST LIKE “Jason” but apparently “Jason” left for the day. anyways, im telling “Bill” to cancel my order and the man says “okay i can cancel it but theres going to be a $200 cancellation fee”i said “what do you mean? how are you gonna charge ME $200 to cancel when YOU told me $900 then changed it to $1500?” THEN “BILL” GOES “its in the contract ma’am” how can he even bring up the contract when theyre not even honoring the contract lol he then LIES to me and sends me a PHOTOSHOPPED screenshot of the other company listing my car for $1300 saying “see this other company is gonna charge you this much” i tell him that if he charges my card $200 i will do a charge back and dispute the charge and he says “please dont do a charge back” then he REFUSES to cancel my order and take the listing off the national board since i threatened to do a charge back. this forced me to call my bank to tell them the situation
  btw, all this was over 3 hours
  all i asked was for you to CANCEL MY ORDER but you couldnt even do that.

  Business Response

  Date: 06/29/2023

  Hello Dear BBB

  Thank you for reaching out and letting us know about the issue with your subscription renewal. We sincerely apologize for the inconvenience your disruption of service may have caused. Once our team looked into the issue, we realized there was a software bug on our end that prevented your subscription from automatically renewing and quickly resolved it. Our development team is making it a priority to ensure this issue does not happen again . Besides that we did not charge the cancellation from this customer and already removed the order from the board.

  Best Regards,
  US Star Trucking LLC

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with US Star trucking to ship my car from Idaho to Florida on May 17, 2023. The agreed upon rate was $1050.00 with a $300 deposit. When the day came to pick up my truck they did not come and were not reachable. When I finally got a hold of them in the coming days, They said it would be $1900 and it would not arrive in the time frame we had initially discussed. They were very difficult to get a hold of and after talking to a manager. He told me there is no way they could ever ship my car for $1050. He also told me no other company would be able to do it for that amount either so I might as well just continue with them. I said I would not pay a penny over $1050. He said he had six days left of our contract to try before I could cancel. Once that window was up, I came seeking the $300 deposit (plus a $12 transaction fee). Finally I got a hold of a representative who said the refund would be issued. I did not receive one so I reached out again. I was told they had discovered the mistake and that I needed to call an accountant. I have left messages and have not been able to get a hold of their accountant. I have messaged asking for a manager several times. Upon trying to get my refund again, The company hung up on me and then via text said they had never charged me anything and wanted proof that they had. I have an invoice and the charge shows on my bank statement. Once I provided them that, I have not been able to reach them via phone or message. I am seeking the full $312 I have paid this company. their business practices are unethical and I will not fund them a thing.

  Business Response

  Date: 06/29/2023

  Hello Dear BBB 

  We apologize for any inconvenience or frustration caused by the problem that our agent made due to the lack of the driver on this route .Our support team took care of this order and refunded the amount of $312 that we charged from customer. I am attachching the receipt of refund below .

  Best Regards,
  US Star Trucking LLC

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contact on March 22nd to pay 200 deposit and 1100 to the driver upon delivery to ship 2 vehicles. On may 15th my card was charged $416. I was given no explanation on why they double charged my card. All they said was I had to pay the driver 900 on delivery. The vehicles was supposed to be picked up on June 16th by 6pm. The driver never came to pick the cars up. I called the dispatcher and demanded a refund and he told me that it’s a $200 cancellation fee and that 200 will be refunded back to my card in 7 days. I am disputing this because they broke the contract and didn’t pick my vehicles up and I want a full refund. Invoice number is ***********

  Business Response

  Date: 06/29/2023

  Hello Dear  BBB

  We are sorry that customer had a bad experience with our agent for this shipment . Our agent  confirmed with the carrier to pick up both cars but at the pick up date the driver cancelled the order without any reason so that my agent had to book the shipper from another area that is why the price increased than we agreed with the customer . We refunded the amount that we charged from customer .

  Best Regards,
  US Star Trucking LLC

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service 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.

  Early this year, someone used my phone number while arranging a vehicle transport request on some site that many vehicle shoppers use to get leads. I was inundated by texts trying to give me quotes.
  
  Most companies, when I texted them back to tell them I am not shipping a vehicle and not to contact me again, complied.
  
  US Star Trucking did not.
  
  Their first contact to me was Saturday, May 13, 2023. I responded as I had to other companies.
  
  They contacted me again via the same caller phone number on Monday, May 31. I responded that I had already told them I was not shipping a car and not to contact me again or I would complain to the BBB.
  
  On Saturday, June 17, at 1:44 AM Eastern time, they texted me again. I do not know why they or their system thinks it is appropriate to text at 1:44 AM, but I am extremely unhappy with both the timing and the fact it a third contact after two requests to stop.

  Business Response

  Date: 06/29/2023

  Dear BBB 

  Sorry for that inconvenience that our agent made . We checked the informations of that customer and we removed all details related to that client , in this case customer is not going to receive any calls or texts regarding the shipment.

  Best Regards,
  US Star Trucking LLC

  Customer Answer

  Date: 06/30/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* **d find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ****** ********

• Initial Complaint

  Date:05/11/2023

  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.

  I reached out and contracted with US Star Trucking to find a driver to transport my vehicle from California to Washington. The original contractually agreed upon price was $650. On the day of they essentialy lied and tried to argue they are delivering my car on a single truck flad bed and the price increased to $1,000. Eventually they were able to agreed to a lower price point of $800 ($200 booking fee and $600 driver fee). A few days before the car was going to be delivered, they lied again and said the price will be increased to $1000 and that the full brokerage fee is being send to the driving company as they are demanding $1,000 for the car. I have been in contact with the driving company and they confirmed that their contract award was always for $800, not the $600 that US Star Trucking lied to me about, and they have not increased the price to $1,000.
  
  US Star Trucking is already in breach of contract for increasing the price from the original agreed upon $650 to $800 but they are tyring to do it again by increasing it further to $1,000. This is a 53% increase from the original agreed upon price! I will be paying $800 to the driving company and I am requesting BBB's help in obtaining a refund from US Star Trucking.

  Business Response

  Date: 05/16/2023

  Hello dear BBB,

  Sorry for the inconvenience that our agent made, we have refunded $208 to the customer by credit card on 12th of May, and it will be seen on customer's account up to 14 business days from May 12, thank you!
  

  Best Regards,
  US Star Trucking LLC

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair 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 book a car shipping service with them from MA to CA. The pick up window is 5/7-5/9. I paid a deposit of $200 (full price is $1100).
  After getting my money they kind of stopped to communicate. 3 weeks before the pick up date, I texted Robert (their employee who completed the order with me), he never responded. I then called him and he told me not to worry, my car will be pick up at around 1pm on 5/8, he told me he would send me the driver info closed to the date. 5/6, I texted Robert asking for driver info, he never answered. 5/7,
  I haven’t received any info and I started getting nervous so I called their business phone number. The first time a guy picked up, told me that he will look into it and called me back within a couple mins. I waited for about 2 hours, no one called me back. I called office again like 2-3 times, no one picked up. I called Robert, he didn’t picked up but it was Sunday so I thought maybe thats why. I waited till Monday 5/8 ( the picked up date). I called the office, no one picked up. I then called Robert, he picked up and told me not to worry, my car will be picked up today for sure. I asked him to give me the driver name and phone number. He told me he just arrived to the office, he will pull it up and send it to me shortly. I waited 2 hrs again and saw nothing. I called Robert, he didn’t pick up. I called the main office and asked them to let me talk to Robert, they transferred me and no one picked up. I called main office again and now they were dodging my call. I left voice message saying this looked like a scam to me and told them if they didn’t call me back within 30 mins. I will file a police report. I left both voice message with the main office and Robert’s direct extension.

  Business Response

  Date: 05/08/2023

  Hello dear BBB,

  Sorry for the inconvenience that our agent made, the agent was working on this order since 4th of April, we are trying to hire a carrier to ship the car for the customer, but there is no any available drivers which is passing this route to haul the car, we will let the customer know about pick up as soon as we find an available carrier to pick up this car, but if the customer do not want to work with u, we can just cancel the order, the customer just need to let us know about it, I notified our the agent and explained what to do, the agent will call to the customer soon. The customer has not paid us any reservation fee yet, he just attached the credit card info on the contract, we will not charge the deposit until we get a confirmation from the customer. Let us know if you have any concern, we will try to handle the issue, thank you!

  Best Regards,
  US Star Trucking LLC

  Customer Answer

  Date: 05/08/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20031085, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Giang ******

• Initial Complaint

  Date:05/03/2023

  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 hired this company to transport my car from wyoming to virginia. The original quote was for $1450, I signed that contract and they said they would pick up car. After days going by and them not showing up I finally got ahold of them and they then said the price went up to $2200 and they would pick up car the next day. So I finally agreed to that. They picked up the car and days went by then they contacted me saying they had to switch drivers and the price now went up to $2350. I told them I didn’t agree to that contract and they said they wouldn’t deliver car unless I paid. This is extortion by them. I said I wasn’t going to pay more and they said they would drop off the car at storage and it would take 30 days to get it back. I called there customer service multiple times to just get hung up on. This is the worst company out there. Do not do business with them.

  Business Response

  Date: 05/03/2023

  Hello dear BBB,

  We have a signed contract with this customer for the total price of $2350, and the customer paid that price, not more than that, I am attachingthe contract below, thank you!

  Best Regards,

  US Star Trucking LLC