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:06/15/2025

  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.

  My niece **** ****** asked me to zelle US Freight Master $195 to transport her car from ** to *******. Initially they said that they would transport her vehicle for $295 but as soon she agreed they pulled a bait and switch telling her it would be for over $800. I have been waiting on my refund from them for the past 3 weeks they refuse to give it back even though they never delivered on the services we paid them for. My niece has told me they haven't responded to her text regarding my money in over a week. They purposely lure customers in with a cheap price. Once the potential customer agree, ******************** make them sign and pay a deposit. Afterwards they change the price, keep the customers deposit and ignore the customers

  Business Response

  Date: 06/23/2025

  Thank you for bringing this matter to our attention.

  
  

  We were previously unaware of your refund request. Unfortunately, the agent you were working with is no longer with US Freight Master, which may have caused a delay in communication.

  
  

  Please note that your refund of $195 has now been processed. A receipt confirming the transaction is attached to this message for your records.

  
  

  We sincerely apologize for any inconvenience this situation may have caused. Should you have any further questions or need additional assistance, please feel free to contact our customer support team directly.

  
  

  Thank you for your understanding.

  
  

  Sincerely,

  US Freight Master

  Customer Service Team

• Initial Complaint

  Date:03/25/2025

  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.

  In February of 2025 I had a signed agreement with this company for an agreed upon price to ship two vehicles from ********* ca to ************** ******** in April 2025. After working with them to firm up the pick up date we settled on 25 Mar 2025. Day comes and they say the cannot not ship the cars for the agreed upon price and I am basically forced to agree to do it for DOUBLE the agreed upon price. I had no recourse to hire another company in the limited amount of time I had available to me before executing a move cross country. I am seeking recourse for paying $2600 vice the original $1550. Im honestly furious to be so taken advantage of as an active duty service member.

  Business Response

  Date: 04/07/2025

  Dear ****,

  
  

  Thank you for reaching out and sharing your concerns. We truly appreciate your service as an active duty member of the military, and were sorry to hear that you felt let down by your recent experience.

  
  

  US Freight Master operates as a broker, meaning we connect our customers with carriers (drivers) who are available to transport vehicles. We do not set transport prices ourselves. Instead, we use a national dispatch board and database that provides estimated rates based on current market conditions, such as fuel prices, route demand, and carrier availability.

  
  

  While we provided you with an initial estimate, the agreement you signed does state that pricing is subject to change due to various circumstances. Unfortunately, when your shipment date approached, we were unable to secure a carrier willing to transport your vehicles at the original quoted price. 

  
  

  We communicated this change with you, and we only moved forward with dispatching a driver after receiving your consent to proceed with the new rate. We understand that the timing and increased cost were difficult, and we regret any added stress this caused during your relocation.

  
  

  We value your feedback and are committed to improving our communication and service. If you have any further questions or would like to discuss this matter further, were here to help.

  
  

  Sincerely,  

  
  

  US Freight Master  

  Customer Support Team

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23114049
  
  I am rejecting this response because: the initial quote / agreement made a month in advance they never scheduled this service so the DAY OF my scheduled vehicle transportation I get FLEECED for another $1000. Completely unacceptable, I did not have any recourse to find or schedule another car carrier for a price that was within our budget. I literally had to borrow money from my in-laws to cover this bait and switch tactic used by this business. This practice is predatory and misleading to consumers. 
  
  Respectfully ,
  
  **** ******

• Initial Complaint

  Date:01/04/2025

  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 signed a contract with USFreight Master on January 2nd 2024 for them to pick up and transport a vehicle, on the contract the pickup date is 1/3/2024 and the cost is $350. I confirmed before signing the contract that they already had a driver for this pickup but the day of when I asked for the driver information they could not provide it and could not provide a pick up time, eventually they told me the price would increase from the $350 that we agreed to to $750 an hour before the scheduled pickup.I believe they initially misled me into signing the contract for a low price and then increased the price at the last minute as they knew it was the day of and I would have no choice but to accept in order to obtain my vehicle and if I tried to find someone else last minute the price would be extremely high. They also never came to pickup the vehicle on the scheduled date that is on the contract, I requested a refund several times throughout the process and was told I would receive one but the lady did not want to process it. I feel I was duped, I dont think the price and date and driver I thought I had when she convinced me to sign the contract ever existed and this was just said to get me to sign the contract and not seek further options until it was too late and they could price gauge me.

  Business Response

  Date: 01/09/2025

  Thank you for providing us the opportunity to address Ms. *********** concerns regarding her experience with US Freight Master. We take customer satisfaction very seriously and aim to resolve all matters in a fair and transparent manner.  

  
  

  We would like to address the issues raised by Ms. ********** as follows:  

  
  

  1. **Contract and Pricing**:  

     Ms. ********** signed a contract on January 2, 2024, agreeing to the terms outlined, including Section 3, which clearly states: *"The quoted price is an estimate generated by our system from various load boards for your route, which may change due to uncontrollable circumstances."* While the initial quote for $350 was accurate at the time it was provided, the cost unfortunately increased due to unforeseen factors such as driver availability and route demand.  

  
  

  2. **Notification of Price Change**:  

     Ms. ********** was informed of the price adjustment prior to the pickup. As per our records, she was under no obligation to accept the revised rate of $725. We also offered her the option to cancel and process a refund at that time, although she gave our agent time to negotiate the price with other drivers because some drivers were charging quite a bit more than $725. 

  
  

  3. **Pickup Delay**:  

     We acknowledge Ms. *********** frustration regarding the delayed pickup date. While we strive for punctuality, external factors such as driver scheduling challenges can sometimes impact their pickup timelines. We apologize for any inconvenience this caused.  

  
  

  4. **Refund Request**:  

     Ms. *********** refund request was acknowledged, and we maintain that we are committed to processing refunds in cases where the service is not fulfilled. Text message records indicate that she was offered a refund during our communication but allowed our agent to negotiate the price with other drivers. She decided to proceed with our services after we found her the best possible price.  

  
  

  We regret that Ms. ********** felt misled, as this was never our intent. We remain committed to resolving this matter amicably and ensuring transparency in our future interactions. If Ms. ********** has further concerns, we invite her to contact us directly so we may address them promptly.

   

  US Freight Master 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22766619
  
  I am rejecting this response because: The company also lied to me about what the deposit was for in the screenshots provided they first stated it was for the driver so then I assumed it would have been subtracted from my total but later on the day of the supposed pickup that did not happen when my back was against the wall they stated the $100 was in fact for them.I also asked her to refund me several times and she kept pressuring me to let her find someone else, you can also see where she assured me she already had a driver so they lied about the pickup date, they lied about what the deposit was for, and they lied about the total cost and changed everything on the last possible day knowing I would have no other options and then when the lockup did not happen on the date stated in the contract they just ignoring my message inquiring about what happened and where the driver was. I was misled and the company is price gouging and lying to the public to make a profit. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:10/03/2024

  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.

  Company Details: US Freight Master LLC MC# ******* USDOT# ******* ******************************* Phone: ************** Description of the Problem:I am filing a complaint against US Freight Master LLC regarding their refusal to refund my deposit after failing to provide the agreed-upon vehicle transport service. I contracted with US Freight Master to transport my 2018 ***** Fit from ******, **, to ******, **. I signed the agreement on October 2, 2024, and paid a deposit of $65 toward a total transport cost of $150. The vehicle was supposed to be picked up on October 3, 2024.On the scheduled pickup day, I was informed by US Freight Master that the driver could not make it, and they added a fee of $325, which was never disclosed or agreed upon in the initial contract. This fee was unexpected and unreasonable. I did not agree to the new terms and immediately requested a refund of my deposit, as services had not been rendered and no carrier had been dispatched.Despite my request, US Freight Master has refused to refund my deposit, which is in direct violation of their contract. According to their Terms and Conditions, the deposit is fully refundable if no carrier is dispatched, which is precisely the case here.Steps Taken:I have already disputed the charge with my bank.I contacted US Freight Master directly, but they refused to honor their contractual obligations and issue a refund.I am requesting the BBB's assistance in resolving this matter and obtaining a refund of my deposit.

  Business Response

  Date: 10/05/2024

  Thank you for your feedback regarding your experience with US Freight Master LLC. We strive to provide excellent service and to resolve any issues fairly and promptly. However, we would like to clarify some points regarding this particular situation.
  
  Upon reviewing the details and hearing the recorded phone calls, it appears that there was an initial delay due to unforeseen circumstances with the scheduled pickup. We apologize for any inconvenience this may have caused. When you requested a refund, we informed you that we needed your Zelle information to process the refund promptly, since that was the original form of payment. Unfortunately, you refused in providing this information, and during this time, our agents received numerous calls from both you and a friend, which included inappropriate language, racial slurs and harassment toward our staff. 
  
  Despite the challenging interaction, we honored our commitment to customer satisfaction and provided the refund of your $65 deposit, as per our refund policy. Additionally, as a gesture of goodwill, we added an extra $10 to cover a meal, acknowledging that you stated you didn't have money for food.
  
  We understand that disputes can sometimes be stressful, and we have refunded your deposit as promised. Our intention is to ensure a fair and respectful resolution in every situation. Given that the matter has been resolved, we kindly request the removal of this complaint from the record.
  
  Thank you for allowing us the opportunity to clarify the situation. Documentation is attached for your reference. 
  
  Sincerely,  
  US Freight Master LLC

• Initial Complaint

  Date:08/12/2024

  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.

  I agreed and signed a contract for shipping a vehicle for a total of $600 (100 deposit and 500 due upon vehicle arrival). Contract attached. Upon delivery, the driver had a different contract showing He would collect $700. He would not release the vehicle unless I paid the extra $200, in which I did. His contract from freight masters is also attached. I was forced to pay an extra $200 in order to avoid the threats of vehicle impounds and towing fees. How can Freaight masters have two different contracts, with me absorbing the difference. This is extremely fraudulant in my opinion, and I seed to be repaid the extra $200 I was charged. Again, my contract states a total of $600, $500 due after the $100 deposit. The driver showed the contract showing $700 due upon delivery. I had to pay an extra $200 which differed from the contract by freight masters.

  Business Response

  Date: 08/23/2024

  We have apologized and have refunded **** $100, which was what we collected from him at the time of booking. 

  US Freight Master is an honest company who works for their customers to get them the best possible price to ship their vehicle. We are brokers who contract out to carrier companies to transport vehicles. In this ****, **** was quoted a price from our load boards based on what drivers have charged in the past on this route. Prices can change for various reasons. We as brokers do not set the price, the drivers do. So the prices the agents were coming back with were from what these different carrier companies are charging. The refund receipt is attached. Please let me know if I can provide any other information.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22127406
  
  I am rejecting this response because:  I had to pay $200 more than the price stated in our contract in order to obtain my car to avoid impound fees.  This was NOT communicated to me by Freight Masters.  Although they blame the driver they hired, It was Freight Masters who made a separate contract with the driver for $200 more than the contract they made with me.  I do appreciate the $100 refund they provided me, but I was overcharged $200.  Again, I did not agree to a price more than what was agreed upon in the contract.  I believe Freight Masters is acting fraudulently, and I am still out $100 more than our agreed upon terms.  Again, no communication of a change in price was made.  This is fraud. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 09/13/2024

  Dear Mr. ******************* sincerely apologize for any confusion and inconvenience you experienced during the transport of your vehicle.
  
  To clarify, US Freight Master has already refunded the $100 that we collected as part of the contracted amount. The additional $100 that you are requesting pertains to an arrangement made directly with the carrier company responsible for the vehicle's transport. Unfortunately, US Freight Master does not have control over or responsibility for the fees imposed by the carrier, and we recommend addressing that portion directly with them.
  
  However, as a gesture of goodwill, we are happy to offer you a $100 credit to your account, which can be applied toward any future vehicle shipments with US Freight Master. We hope this helps to resolve the situation and reflects our commitment to your satisfaction.
  
  Please let us know if we can assist you further.
  
  Sincerely,   
  US Freight Master

• Initial Complaint

  Date:08/06/2024

  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.

  I signed a contract & paid a $100 deposit on a vehicle transport for $750 total. $650 due on delivery. This transport was scheduled for 8/2. After taking the day off work they contacted me saying that, because of the weekend they couldnt find a driver until Monday. On Monday they (******) contacted me at the time of pickup changing the price to $1650.I refused this and said if they couldnt honor the Quote on my receipt that I wanted my deposit back. She asked me for additional time to figure it out and I agreed to let her work on it. 2/6 Tuesday morning I was contacted by her Supervisor **** saying he found a driver for $1300 and then $1200.I refused & again asking him to fulfill the agreement or return the deposit. He contacted me later saying he would do it for $1000 for and claimed the $100 I paid was a broker fee which was not included. I agreed begrudgingly to pay $1000. And then he immediately said it was unavailable.They have been manipulating and dishonest through every communication and after asking 3 times for a return of the deposit or honor a contract, Im feeling scammed.

  Business Response

  Date: 08/14/2024

  US Freight Master is an honest company who works for their customers to get them the best possible price to ship their vehicle. We are brokers who contract out to carrier companies to transport vehicles. In this case, ***** was quoted a price from our load boards based on what drivers have charged in the past on this route. Prices can change for various reasons. We as brokers do not set the price, the drivers do. So the prices the agents were coming back with were from what these different carrier companies are charging. $1000 at delivery was the best price they found for ***** and offered her that carrier which she agreed and signed the agreement. As per our agreement, which ***** signed, the broker fee is non-refundable once a driver is assigned and our services have been used. If she had refused that carrier company, she would be entitled to a refund of the broker fee. Please let me know if I can provide any other information.

• Initial Complaint

  Date:03/29/2024

  Type:Sales and Advertising 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.

  On February 24***** I paid a deposit of $130. For the transportation of a vehicle from ******** to ******* and more than 15 went by and usfrieght master did not provided the service after the deposit was paid on March 12 ***** I initiated a refund request for the $130.00 of the deposit and as of today March 29***** usfreight master has not refunded my payment and doesnt have a status on it when the agreement signed state that if a driver couldnt be assigned to the work order I had the right to request a refund and it will be deposited back with the same method of payment in 5 to 7 business days

  Customer Answer

  Date: 04/01/2024

  Today April 1,2024 I received a phone call at around 7:39 pm from ******************* from usfreight master LLC threatening me that if I dont remove my complaint from BBB they will not refund my deposit that the company will only refund me if I remove the complaint the number I was called from is ************

  Business Response

  Date: 04/06/2024

  We have been trying to communicate with this customer to refund his money. He refuses to give our agents his Zelle information to refund him. We can not process a refund on his bank card because he did not pay with one. As soon as he gives us his Zelle information we will send him his refund. We never refused on giving this customer a refund. Thank you.

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21505240
  
  I am rejecting this response because: Us freight master had the information of my zelle account from the beginning which is my my email address ***************** or my phone number ************ name on the account ******************************** ****** but what they havent mentioned is the fact that as soon as they were notified of my complaint I was contacted their representative ******************* threatening me that if I didnt remove my complaint they will not refund my deposit And after that called they have not contacted me to request any information contrary to what they are stating in their response 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/14/2024

  Thank you for your response. We called you to ask you what your Zelle details were. You have been so rude to our agents over the phone and you still did not provide the Zelle details. You have always turned the conversations or questions our agents have asked (like your Zelle details) into heated arguments with no resolution. It is our policy company's that you must tell us your Zelle details before we make a refund. Who's to say that we refund your deposit to the phone number we were texting from and you say it wasn't the correct number or you never received it? We need verbal or written confirmation from you of your Zelle details. Now that you have FINALLY provided the details, you have been refunded. I hope this resolves any further issues.

  Thank you. 

  Customer Answer

  Date: 04/15/2024

   
  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.
  If Us freight master Llc deposits the refund of my deposit I will accept this resolution but as of today 04-15-2024 the refund has not been received I will allow 5 to seven business day to see if the refund reflects and then I will declared this case resolved

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/16/2024

  ******* has been refunded. I have attached the confirmation on the refund. 

• Initial Complaint

  Date:01/04/2024

  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 is not honest with its billing practices. They signed me up with a low estimate. I read the contract and was aware that the cost could change. I discussed that with the representative and was told that it would be within $200 of the total cost. The representative then found me a transporter and and the quote was $400 more but I agreed. For unknown reason this transporter backed out. I was then rushed into a new transporter who would only haul 3 of my 4 vehicles and was told the cost would be $2,000 ($666 per vehicle). This would have been $800 total above my initial quote. I asked if this was the total amount and the representative told me yes. When the transporter showed up he required me to pay $2,000. I had already payed a deposit on these pickups. At this time the representative became hard to get a hold of. I believe the representative knew what he was doing to scam me out of my initial deposit. I was initially quoted $400 per vehicle and ended up paying $766 per vehicle to ship. When studying the quote confirmations I was sent I can see that they covered themselves from liability by saying "due on delivery" on the final quote that I agreed to, but they knew what they were doing with the difficult communication, the multiple changes, and the rushed tactics at the end. I am not looking for them to pay anything, but believe BBB should make potential future customers aware that this business does not do honest work. Hopefully someone can avoid my unfortunate situation.

  Business Response

  Date: 01/10/2024

  Thank you for bringing your concerns to our attention. We understand that the recent experience with the shipment of your vehicles may have been challenging, and we appreciate your feedback.
  
  We want to clarify some aspects of the process to ensure transparency. The initial $400 down payment you made was our brokerage fee to ship four vehicles, $100 per vehicle, covering the services we provide to connect customers with reliable drivers for vehicle transportation. We acknowledge that circumstances changed, and you opted to ship three vehicles instead of the initially planned four. In response, we refunded $100,reflecting the adjustment in the scope of the service. This $100 refund took place before this complaint was even filed. 
  
  As outlined in the contract you signed, fluctuations in the driver's charges are standard due to factors such as route variations, weather conditions, and seasonal considerations. These adjustments are beyond our control and are determined solely by the drivers we engage in for transportation.If we would have known beforehand that the driver is only willing to pick up three vehicles, we may have been able to negotiate a discount for you. 
  
  The reason the driver was only able to take 3 of your vehicles and not all four was because your vehicles are large, and the driver was afraid of hitting a bridge on his route. He was being responsible,cautious, and safe. The contracted price was for four vehicles, you overpaid the driver without communication with our company. As brokers, we work for you,not the driver. 
  
  At US Freight Master, we take pride in providing top-notch service to our valued clients, ensuring a smooth and reliable shipping experience for their vehicles across *****************.
  
  We understand the importance of transparency and fairness in our dealings with customers. Regrettably, the shipping cost for your recent vehicle transport did increase due to unforeseen circumstances. However, we want to emphasize that, according to our agreement, you were under no obligation to accept this revised price. Prices increase due to a shortage in drivers,weather conditions, route, etc., and we are only able to give you a quote based on the last price of that given route. Our contract, which you signed and agreed to, also states under section 3, "Please note that the quoted price is an estimate generated by our system from various load boards for your route which may change due to uncontrollable circumstances." Again, you were under no obligation to move forward.
  
  To address the confusion and inconvenience you experienced,we already refunded you $100 to the same card you used with us. We would also like to offer you $200 worth of free brokerage services for your future vehicle shipments for the inconvenience you experienced. We hope this gesture demonstrates our commitment to customer satisfaction and assists in resolving any outstanding issues.
  
  Please feel free to reach out if you have any further questions or if there's anything else we can do to assist you.
  
  Thank you for your understanding.
  
  Best regards,
  US Freight Master **************** Team
  

• Initial Complaint

  Date:12/15/2023

  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.

  On Tuesday 12/12/23 I hired ** Freightmaster LLC, a nationwide vehicle shipping broker to ship a vehicle (**** **** F250) from ******, ** to ********, **. ** Freightmaster LLC provided me with a quote for a total cost of $800 to ship the vehicle, inclusive of all fees. The vehicle was to be picked up in ******, ** on Wednesday 12/13/23. ** Freightmaster LLC then asked me to pay a $200 deposit, which I paid by credit card on 12/12/23. They also sent me a contract to sign electronically which I did on 12/12/23 listing the quoted price of $800.On 12/13/23, the date the vehicle was supposed to be picked up from ******, IA,, 3 hours before the scheduled pickup time they called me and said the shipping rate had increased. They said I would have to pay the 3rd party tow driver they hired $1,400.00 when the vehicle was delivered + the $200 deposit that I had already paid them, for a total of $1,600. Double the cost that we initially agreed upon. I initially said no, your company provided me with a quote of $800 & we signed a contract for that amount. If the price of the tow increased to more than you quoted, that is your company's problem to pay the difference. I said you cannot provide a client with a proposal for a certain amount, sign a contract for that amount, then later ask me to pay double. US Freightmaster LLC refused to accept responsibility & honor their original proposal amount. They said they had no means to pay the 3rd party tow company the extra $800. They told me they would not pick up the vehicle unless I signed a new contract stating I agree to pay a revised total of $1,600. Considering I had already made arrangements with the seller of the vehicle (City of ******, **) to have it picked up a few hours later, I felt I had no *************** the revised contract for $1,600 & informed them I would be reporting them.I am reporting this because I feel I was taken advantage of & scammed. They should not be allowed to operate in this manner.

  Business Response

  Date: 12/28/2023

  Dear **********************,
  
  I hope this email finds you well. We would like to express our sincere appreciation for choosing US Freight Master as your trusted car shipping broker for your recent transportation needs.
  
  At US Freight Master, we take pride in providing top-notch service to our valued clients, ensuring a smooth and reliable shipping experience for their vehicles across *****************.
  
  We understand the importance of transparency and fairness in our dealings with customers. Regrettably, the shipping cost for your recent vehicle transport did increase due to unforeseen circumstances. However, we want to emphasize that, according to our agreement, you were under no obligation to accept this revised price. Prices increase due to a shortage in drivers, weather/Road conditions, route, etc., and we are only able to give you a quote based on the last price of that given route. Our contract, which you signed and agreed to, also states under section 3, "Please note that the quoted price is an estimate generated by our system from various load boards for your route which may change due to uncontrollable circumstances." Again, you were under no obligation to move forward. 
  
  Had you chosen not to proceed with our services, we would have promptly refunded the $200 deposit you submitted. Please be assured that the driver is fully compensated for the services rendered, which you directly paid for and to the driver; our brokerage fee is distinct from the drivers' compensation. The deposit is used to pay multiple fees and expenses in order to provide you a driver. In the entire process, we work for you, not for the driver. We make very little profit from the deposit paid, and we do not take any commission from the drivers. If you would like, here is the carrier's information once again if you would like to reach out to them and resolve any issues or reconfirm their compensation. 

  All *********** LLC (Central Dispatch)
  ***********************************************************
  **********
  
  In recognition of the inconvenience caused, we would like to offer you complimentary brokerage services for your next vehicle shipment. This is our way of expressing our commitment to your satisfaction and our dedication to providing you with the best possible service. 

  We are being 100% transparent with you and have gone above and beyond to make sure you understand how our process works.

  We appreciate your understanding and look forward to continuing our partnership. If you have any further questions or concerns, please do not hesitate to reach out.
  
  Thank you once again for choosing US Freight Master.
  
  Best regards,
  
  US Freight Master

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

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

  Business Response

  Date: 12/28/2023

  To whom it may concern:
  
  Please review this complaint, and we request that it be removed from your website as this can negatively impact our business. We follow very fair business practices. This customer used our services and still wants a refund. We did nothing wrong when providing our brokerage services to this customer. We help hundreds of customers monthly, and we make sure our customers are satisfied with their services. Unfortunately, this customer decided to write a complaint even after rendering our services and had their car shipped with no issues. This is an unfair complaint. The customer was told all of the details well before signing the contract. Also, everything he is complaining about is written in the contract, which he signed. Please remove this complaint from your website.
  
  A copy of the contract and the conversation between our agent and the customer are both attached. 
  
  Thank you.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21011926
  
  I am rejecting this response because I do not feel it is adequate . The response essentially states that the contract document fine print states that prices are subject to increase & I was  under no obligation to proceed with the vehicle shipment & therefore I accepted the price increase. In reality, I did not have a choice but to accept the price increase (2X the original amount) because I had already made arrangements with the original vehicle owner to have the vehicle picked up on that date. I wasn't notified of the price increase until the day the vehicle was scheduled to be picked up, a few hours before the scheduled pickup time, therefore I did not have the opportunity to seek out an alternative shipping company.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/26/2024

  Thank you for your response.

  I would like to ensure you that we are not a shipping company. We are a brokerage company who helps customers find a carrier to ship their vehicle at the best possible price. We work for our customers. The price increase was not due to our company asking for more money, it was the carriers price that he charged to move your vehicle. We have no part in your prior arrangements with the owner and apologize that plans didnt go your way. You were not obligated to accept the carriers price. However, if you had decided to cancel and went with another brokerage company, the outcome would have been the same because its the drivers price, not the brokers price.We are only able to give you the estimate we receive through the various load boards. If you would like, you can reach out to the driver for a refund. We have provided you with all the contact information. We have thoroughly explained the entire shipping process to you. Thank you. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21011926
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************