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:11/21/2024

  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.

  This company hired a third party to pick up my vehicle for transport, **************, who then sent a pickup driver who doesn't identify himself due to lack of English fluency. Then, they sent a delivery driver who refused to drop off my car at the agreed upon destination, and wanted me to spent out-of-pocket money on ride-share app to come pick up my car. Their excuse was that there's tree obstacle in the shortest path, but also refused to take an alternative route that adds only 3 minutes to his drive to my destination. When speaking with the customer service, they were completely useless and highly unprofessional as they'd hang up on you if you persists on finding an alternative solution. Their latest response is deferring to their claim department as they have grew impatient, and ready to move on from their dissatisfying customer.

  Business Response

  Date: 12/09/2024

  I have reviewed our system and we do not have this individuals name or email address in our system for providing a service for this individual.  

   

  Thank you,

  ***** *****

  Acme Car Shipping

  Customer Answer

  Date: 12/09/2024

  I am rejecting this response because they are simply denying that they ever perform any service for me. They may need to look harder into their database for the terrible service they've provided to me.

  Business Response

  Date: 12/10/2024

  With the customers full name listed, I have located his file.  I do understand the issues he is stating but we denied the claim he filed based on the information we have.

   

  Thank you, 

  ***** *****

  Acme Car Shipping

• Initial Complaint

  Date:05/14/2024

  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.

  This company hired a third party to pick up my vehicle for transport because they themselves could not fulfill the appropriate shipping date. My mint vintage Jaquar was damaged by one of the parties Acme hired but according to Acme they have concluded the damage was pre existing prior to shipping which is a total lie. The vehicle was loaded and unloaded multiple times because again Acme themselves were unable to pick up on the date I needed the car to be transported. Acme provided me one set of pictures showing the damage was already there but did not provide me with pictures of all the times they had to load and unload the car while changing third party hands. When my car arrived passenger side front marker light was taped on the right front passenger side ground affect was broken and there were deep gashes through the paint with spider cracks all over the front end from the pressure of the front end hanging up on the transport while being backed off.

  Business Response

  Date: 05/29/2024

  **************, 

  I have reviewed all the paperwork, photos, and claims department that we are standing by the denial of your claim filed.  If you file on your own personal insurance claim, we will support with the information for the actual transport company and storage facility if they wish to pursue further.

   

  Thank you, 
  
  *********************

  President

  Acme Car Shipping

• Initial Complaint

  Date:10/18/2023

  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.

  My employer hired Acme to transport my vehicle for my relocation from ** to **. The vehicle was picked up on 8/8 and delivered 8/11. The expectation from any vehicle shipping company is to act with integrity and protect personal property. The agreement was to deliver the vehicle in the same condition it was picked up. Upon delivery the car was in an absolutely terrible condition. There was damage to the windshield, hood and undercarriage. Even more, they left a window open which let in dirt and mud into the car interior. They asked me to file a claim and after asking for picture in multiple rounds, and taking forever to respond and process the claim, they said they are not responsible for the damages as it is an act of god. Absolutely despicable lack of responsibility and customer care. Highly advise against choosing Acme.

  Business Response

  Date: 10/26/2023

  Hi *******,

  Your employer setup the relocation on your behalf for an open car carrier. The Graebel Auto Overview sent to you by your relocation company and Terms and Conditions sent by Acme both confirm the coverages and the vehicle is transported by open car carrier. On an open carrier your vehicle is subject to the same risks as if you drove this distance. All the information was provided to your employer which confirmed the coverage does not apply for this shipment. In the future we would recommend enclosed transport if the worry is rock chips from road conditions.

  We regret you are unhappy with the outcome. 

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

• Initial Complaint

  Date:03/12/2023

  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 relocated to Washington and my company used **** for shipping my car. During pickup, ****** inspected the car and handed me a bill of lading form where he mentioned all the existing damages so that it can be compared during delivery. When my car got delivered to me, I was given clear instructions from **** that if the car is dirty then I have 24 hours to get it cleaned and then report any damages. When I went to pickup my car, Driver was in rush and was asking me to sign the papers without me verifying the car. Obviously, I declined as I clearly saw some issues. I spoke with his supervisor and she assured me that all the issues will be mentioned in the bill of lading form (during delivery) which Driver will share with me. ****** wrote all the issues on the form, had me sign some thing on his electronic machine, and the moment I signed it, he just left and drove away. I contacted **** and explained them the entire situation. Their claim team spoke with me and over the course of next few days, I shared all the forms with clear damage indicators. In the end, **** denied my claim citing reasons which does not make sense to me as a customer. They told me to claim through my insurance and my insurance mentioned that I will have to pay $1000 deductible. I also involved my employer and after a lot of back and forth, they still denied me claim and offered me $250 (which I took). I requested them to at least split the cost but they denied that request as well. I don't understand how can they do it. In the end, we all want good service and I am hoping **** can at least be fair here. I hope **** as a big company can understand how it impacts people like us who trust and then receive experiences like this.

  Business Response

  Date: 03/20/2023

  After further review, Acme Car Shipping is standing by our response to the damage / concerns listed and the customer has already accepted and received our offer of $250 which was also agreed upon with his relocation company. No further action will be taken by Acme Car Shipping.

  Customer Answer

  Date: 03/29/2023

  I am rejecting this response because:   

  1. Company claims team is aware of what happened on the day of delivery. I explained them what Driver did and they even told me that Drive has been blacklisted and they won't work with him again.

  2. Based on #1 above, its clear that Driver did some damage and thats the reason he was acting weird that day where he wanted me to sign and leave. Driver didn't provide me with bill of lading form which he was supposed to provide as per instructions.

  3. I have clear proof where damages can be seen if we compare car during delivery and car during pickup. Even with those and with clear driver behavior, Acme is just trying to dodge the claim.

  4. Company responded that I accepted $250 dollars. But they didn't complete the sentence that I clearly told them I will complain to BBB about this and I am accepting $250 for time being as thats what I got communicated from my employer internal team.

  Unfortunately, thats not professional on Acme's side.

  Business Response

  Date: 04/20/2023

  This claim has been reviewed multiple times and we are standing by the denial based on the facts of the case.  It was also reviewed by his relocation company that agreed with us and the $250 goodwill settlement was accepted on his part regardless of if he said he was still pursing the complaint.   We are standing by our denial and will not settle any further regarding the claim.  We have provided the information for the actual carrier who transported the vehicle if he wishes to pursue it further directly with them.   

• Initial Complaint

  Date:01/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had car shipped in September from UT to CO. That went well. However, every month since then they have continued to charge my credit card $11.77 for no reason. I want them to stop charging my card and to refund all those $11.77 charges for October, November and December 2022
  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/01/09) */
  Contact Name and Title: ***** *****
  Contact Phone: XXX-XXX-XXXX
  Contact Email: *****@acmecarshipping.com
  This issue was not with Acme Car Shipping but with the clients credit card company. Customers wife acknowledged this. No further action needed on our part. Please remove this complaint.
  
  
  Consumer Response /* (2000, 8, 2023/01/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  When working with my credit card company, they advised that they reallocated charges and reposted in monthly increments in proportion to the monthly payments received. Very confusing, as they look like charges on the card the way they are reflected. This was not clear when originally filed complaint.

• Initial Complaint

  Date:09/03/2022

  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.

  My car was shipped from Houston to Needham, MA. Upon arrival, it was clear it has been driven due to the filthy, muddy condition of the tires. The car was detailed just before it left Houston. There were scratches all over the car that clearly were not a product of stones bouncing up on a car carrier. I believe that the car was driven ~1200 miles based on the mileage upon arrival. Nothing was signed at pick up and at delivery, only a tablet stating the car was delivered. The car was not delivered on a car carrier, no protocol was followed to record mileage on either end. There was no proof that these claims were not true. However, when a claim was filed (after being told the burden of proof was on the driver) it was denied without proof.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/09/16) */
  I am sorry for your frustration with the denial of your claim. Per our denial email you received, Acme Car Shipping is standing by the denial of your claim for the following reasons:
  1) Additional Miles on Vehicle - We provided you with a breakdown of the miles driven by the driver which match the trip and time frame.
  2) Damage - Being transported by an open carrier, the vehicle is subject to encounter rock chips, road debris, etc... which is not covered under the transport protection since it is not caused by driver accident or neglect.
  3) Muddy tires - Fresh mud/dirt due to where the driver parked 2 blocks away to deliver the vehicle.
  
  Based on the facts and documentation, Acme Car Shipping is standing by the denial of your claim. We provided you with the carriers insurance information if you wished to proceed with filing a claim with them directly.
  
  
  Consumer Response /* (3000, 7, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As per the response of the business:
  1) Anyone can provide mileage from another vehicle's GPS, that does not mean my car was not driven those miles. The appropriate protocol requires the odometer photo at pick up and delivery as substantiation. This was not taken. We are very sure that our mileage had recently been more than 1000 miles fewer than what the odometer read upon delivery. There is no proof that it was not driven.
  2) While I agree there can be rocks that bump against the car when driving on a carrier- the photos show substantial scratches that were not there at pick up. There is no way this number of scratches could occur on the carrier. We provided ample photos and were able to compare many with the same photos that were provided at pick up.
  3) There was no mud in the neighborhood the day the car was delivered it had not rained here in months, there was a drought. The car was removed from the carrier two blocks away- for no reason our other car was delivered right to our street with no challenge. In fact, it would have been more challenging to unload it on the main access road to our street. The driver walked away on foot. The person who called me had a local number, was a woman- not the driver and said she had arrived.
  
  None of this claim also mentioned that while the car was delivered in the 10 day window that was promised, the arrival day and time was substantially missed. We were told the car would be delivered on Thursday July 7th. At 3pm when the car had not arrived, I reached out to the car company to inquire about delivery that day. I was told they were running late and would be here later that evening or first thing in the morning on Friday. At 11:45am on Friday 7/8, I received a call that they had arrived (at that moment). Yet, they did not show up in my driveway for over 20 minutes.
  
  When I reached out to share concerns with Acme, I then received an aggressive text from the driver. I was advised to block his number from my phone.
  
  This was not an honest operation. I should be refunded for the fee I paid- at a minimum. I still have a number of scratches that have to be repaired.
  
  
  Business Response /* (4000, 9, 2022/09/27) */
  I have reviewed your claim multiple times and we are standing by the denial. We have supporting documents and pictures of all the issues that you are stating. As mentioned with earlier correspondence, I can provide you the direct information for the carrier that transported your vehicle and their insurance information if you wish to file a claim directly with them.
  
  
  Consumer Response /* (4200, 11, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  None of the documentation substantiates their denial. I have seen all of it. I was told the burden of proof was on the carrier...they have not shown sufficient proof. They have google aerial maps from 2014 of my neighborhood. They have no photos nor written documentation of the odometer at pick up nor drop off. Their denial is arbitrary.