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:05/08/2025

  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.

  I shipped my car in November 2024 to ****** and it arrived December 30th 2024. During shipping my car became severely rust damaged on the undercarriage causing my brakes to not even be functional when it arrived. I have a letter from my mechanic stating that none of this rust damage was there prior to shipping. Furthermore the rust damage was so extensive that I couldn't even drive the car after driving it to the dock and having it be my daily driver. I work on my car myself constantly and I know what the bottom of it looked like before it was shipped. I had to have the car towed to my home. I had to completely remove all of the interior cloth portions and have them replaced due to the excessive mold damage, and I also lost a job because of this process. It is purposely deceptive for a company to say that your car will not be damaged by shipping it in a closed sealed container and then turn around and say it doesn't matter if it was damaged "it got there". I have been told repeatedly by this business "your car is 14 years old" as though that's a reason for me to not care. I have repeatedly asked for help from this company outside of court to try and settle this matter and I am falling to this bureau to see if I can get help. I have videos and pictures of seawater at the bottom of the container from the instant that it was opened, and they refused to reimburse me for the cost of shipping. I could have saved myself $2,000 by not shipping my car with this company but I wanted the security of a closed sealed container to protect my vehicle from damage exactly like this - as they advertised. It is highly deceptive to present a sealed container for the protection of a vehicle to be shipped in and then turn around and refuse to pay for damage that is perfectly preventable if the seals of the container are actually functional.

  Business Response

  Date: 05/14/2025

  See attached response

  Customer Answer

  Date: 06/06/2025

  
  Complaint: 23302157
  
  I am rejecting this response because:
  I was told when I filled out the Bill of Lading at the dock in ******* by *** employees that the $10,000 amount I wrote on the line for value was to insure the vehicle, and I was never offered insurance other than at that time and believed I had insured the vehicle with them. I financially depended on this going smoothly so badly that I would have absolutely paid for their extra insurance if it had ever been properly offered to me! I was there when the vehicle container was opened and upon opening the vehicle there was no bag placed inside the vehicle to prevent mold, which is where the above attached photos are from, the minute the container door was opened. The photo of the damaged window protector I have sent them is from after shipment and caused by them when employees were climbing in and out of car windows to remove the vehicle from the container, and I can only assume this is how employees put the cars into the containers. I made 90% of the repairs to this vehicle myself to attempt to keep the cost down when I could have just left it at a mechanic shop and let the bill skyrocket, and I did this because I foolishly believed that by keeping the cost down they would be more likely to help, respect that I value their effort and honest help, and my car would be less likely to be totaled if I needed to pursue assistance from my own insurance company (which I should not have to do since the damage is their fault). I have attached the letter from my mechanic showing my vehicle did NOT have rust prior to shipping, and did NOT have damaged door seals of any kind as it was regularly maintained and cared very well for. I shipped my car in a sealed container to prevent this damage from occurring because I was shipping an older vehicle that I very highly value and depend on, and to blame the vehicle age is unacceptable. If this were considered a classic vehicle (which it will be in another 7 years when I plan to sell it as such) blaming the age of the vehicle would be even more unacceptable.This is a deceptive business practice. If they had adequately warned me prior to shipping of this risk I would have better prepared my vehicle out of my own pocket and paid extra to fill it with moisture protectants rather than leave it to chance. Instead their employees lack of proper training, vehicle preparation, and blatant lack of knowledge of their own processes (the lack of offered insurance) has financially devastated me. I cannot afford a car payment, and I cannot hope to afford a lawyer to pursue this issue in the manner it deserves; I sincerely hope the BBB can help me to right the wrong that has been done here. I did not pay double to ship my car with this company to be given the cold shoulder when they caused the very damage I shipped with them in order to prevent. To ship a vehicle uncovered in the belly of a boat is half the cost with other companies like pasha and ******, and to claim they cost more to better protect a vehicle and ship with them borders on fraudulent.Furthermore, upon receiving my vehicle I was told by other employees on the ************* that other vehicles were damaged in the same way mine was. To run a business and promise one thing while privately accepting that you cannot hope to properly give it is blatantly deceptive. Blaming the age of my vehicle is disturbing and callous to the financial weight that having a working paid off car provides to people of lesser means. They cannot understand the full toll that this damage has caused me as the spouse of an active duty service member, the loss of a job, and losses this has caused our household for the foreseeable future. Moving every 3 years when not everything is covered by military the way everyone mistakenly believes is frustrating and financially taxing to no end. I was counting on them in many ways and I am devastated that the gravity of what they have done appears to mean nothing to them. It is not right that large companies can financially cripple someone small by turning on them and denying the promises they make. I had a full week window to drop off my vehicle and if they had openly informed me of how common this damage is I would have had plenty of time to prevent it, but instead I was waved away none the wiser and simply trusted that they ship vehicles all the time and would prepare my vehicle better than I ever could. I have received the pittance they claim to be offering out of the goodness of their hearts, and cannot even cash that much while we resolve the other issues over time because on the back of the check it says I am absolving them of all further needs after I take it. I am paying high interest amounts every month this remains unresolved, further damaging me. To buy a car out of the blue in the most expensive state of this nation (on top of what a car with comparable features would even cost) while my husband serves this country because my car is old and apparently I should have known to never have shipped it is a ghastly stance to take and highlights this companys deceptive practices.
  
  Sincerely,
  
  ****** Van