ComplaintsforDirect Connect Auto Transport, Inc.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I simply wanted to find out about how much money it would cost me transport a ***** van from ******** into ****. I typed in basic info about van & exact addresses, as well as my phone number. That was a mistake. By the next day, i had 3 or 4 calls from this company "Direct Connect Auto Transport". I ignored them. Then after yet another call from them. I decided to call them, and tell them i was no longer interested in their service, & i would like them to stop calling me. The lady on the phone reluctantly said she would take care of it. The calls did stop for a couple days, but now i got someone calling me once a week, leaving messages about setting up that transport.This is ridiculous. No one should be bombarded with phone calls, just because they want to see what something might cost.

  

  Business response

  08/13/2024

  Good Morning, I apologize that you have received too many calls.  We try to reach out to the customer that has requested a quote for ********************** as quickly and often as possible so that we can be of better service to you!  I have removed your number from our automated call scheduler as of 8/13/24 @ 7:36 am.

   

  Thank you!

  Customer response

  08/19/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested an online quote. Their quote (#********) price was much higher than others and I did not choose them as a service provider. Since the quote on Feb 9, I continue to receive 6 automated calls from them daily, I have requested they stop, including leaving a negative ****** review and yet they continue. I just want the calls to my number ************ to STOP!Calls:2/9: 2 calls 2/12: 3 calls 2/13: 4 calls 2/14: 6 calls 2/15: 6 calls 2/16: 6 calls 2/19: 6 calls

  

  Business response

  02/20/2024

  Hello, I apologize, I do not have your name but I wanted to apologize for over communicating with you.  In an attempt to earn your business we may have been a little over zealous.  I have removed you from all sales campaigns.  You will not receive any more calls.

  Thank you for considering Direct Connect Auto Transport!

  

  Business response

  02/20/2024

  Hello, I apologize, I do not have your name but I wanted to apologize for over communicating with you.  In an attempt to earn your business we may have been a little over zealous.  I have removed you from all sales campaigns.  You will not receive any more calls.

  Thank you for considering Direct Connect Auto Transport!

  Customer response

  02/22/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Your Direct Connect Auto Transport Order #******** Booking #******* with ****** Shipping On January 2, **** I contacted Direct Connect Auto Transport regarding shipping my car from ********* to ********, **. I received an email from **************** with a quote of $3500. My ex-wife had also been looking for quotes and she got one for $3100. On January 4, **** I received a call from **** and He quoted me a price of $3500. I asked if he could match a price of $3100 and then we agreed to $3000. This quote included pick up and delivery service door to dock. He sent over an email with a quote of $ $3500 and then I emailed him back requesting a quote of $3000. He said he would send me the adjusted quote but I never received one. I kept texting him and emailing him but finally he called and said dont worry about it. To this day, I have not received a signed copy or receipt of me paying $3000 dollars for the transaction.The car was scheduled to be picked up on Saturday evening 1/6/24 at my sons residence. On Sunday morning I called the dispatcher and Direct Connect to cancel the pick up. I was able to speak to **** on Monday morning and he said not to worry about anything. I told him I needed to cancel the ground portion of the transaction and he said ok. I also asked for a refund for that portion of the transaction and he said $1000 would be refunded to me. I asked when it would be refunded and he said later that week.It is now 2 weeks since the request and I have been told yesterday, 1/22/24, you should have tomorrow. It is now 2:05pm HST and 6:05pm EST and I have not received the refund yet. I email and text messages to confirm these conversations. I have seen other complaints from consumers stating the same issues I am going through. My hope that with this complaint and resolution, there would be others that would be more aware of the practices of this company and the employees running it. This is classic "used car salesmen antics!!!They have the same emails and texts

  

  Business response

  01/26/2024

  On 1/24/24 upon receiving a request for this customers refund, I processed the refund.  Attached is a receipt for the ******* refund.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for my car to be picked up and I have not received any updates yet. They took my money and said they found a driver to pick my car up and that he will call me the next day. I never got any calls and it's been 3 days now. I tried calling and emailing Direct Connect Auto and the company that was suppose to get my vehicle, but no one ever responded. If you aren't able to proved the service you state, then don't take my money and never respond to me when I have questions. I am still waiting for a response from both parties involved.

  

  Business response

  01/26/2024

  Upon learning of this complaint, I immediately cancelled the order and refunded customer *******.  Receipt for refund attached.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6-14-23 I contacted ************************* of Direct Connect Auto Transport to transport my Daughter's car a 2017 Kia ******* from ***********, ** to ********, **. It was to be picked up on Friday 8-4-23 and delivered by Friday 8-11-23. **** quoted me $1250 to transport the car with a $250 deposit due once he found a driver. On that same day He emailed me the information for the order #******** confirmation and the name of the company that would transport the car. I paid the $250 via my credit card. I was told my Daughter would be contacted by the driver the day before to schedule the pickup. when my Daughter informed me that she hadn't heard from anyone on Thursday 8-3-23. I called **** and he said he would get in touch with the driver and have him call her. I called him back after several hours and he said the driver was going to call her now. After a hour or so went by I called **** again and he didn't answer. On Friday 8-4-23 the day the car was supposed to be picked up I call **** and he gave me a number to the dispatcher. He also said he was trying to get in touch with the dispatcher or driver himself but haven't been able to. Needless to say if several calls to **** and a lady named ***** from the company the car was never picked up by Direct Connect Auto. I had to find another company to get the car transported. On Monday 8-7-23 I called **** and he told me the driver broke down and he apologized to me about not being able to get the car transported. On 8-7-23 I asked for a refund of the $250 deposit I paid and he said he would refund it. On Tue 8-8-23 I tried to call and text **** about my refund but no answer. After several days i still didn't have my refund so on Friday 8-11-23 I called ***** she transferred me to **** and he said they didn't refund you the money I will take care of it today. To this day I'm still waiting on my refund of $250. This is definitely POOR customer service!!!! Can I please have my REFUND ASAP!!! This has caused so much anguish!!

  

  Business response

  08/21/2023

  Unfortunately in the auto transport business delays do happen, As is stated in the picture of our dispatch email to *********************  Upon leaning of the problem with the carrier, I issued Mr. ********* refund.  I issued it on 8/14/23 for $250.00.  ******************** has told us a few times that he would remove the complaint once the refund was received.  Its been seven days since we refunded the $250.00.  When we were unable to transport in the time constrictions due to carrier issues, I promptly refunded the money.  Please remove this complaint.

  Customer response

  08/22/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The short: Shipment of vehicle from ****** to ********.12/11/2022 - car dropped off to port in HI to be shipped to **********.12/26/2022 - arrived in ********** 12/28/2022 -finally picked up by Direct Connect driver in **********.Expected arrival - 5 days after pick up. (1/3/2023-1/4)Did not receive a call from anybody on 1/3/2023 & checked w/ contact person, *****, to which my husband was told that the driver was stuck in ******** due to bad weather (pulled up weather app & no inclement weather noted) & that our car was the only one on the truck & the driver was going direct from ******** to ********. Updated expectation date Thursday 1/5/2023 but estimated driving time from ******** to ******** is 20hrs & 30mins. 1/5/2023 - driver is running late will be there *********** will call you per *****. No call 1/6/2023 - no call from driver. ***** was out of office & provided direct number. ***** stated that she just spoke to the driver & to expect the car on Saturday. 1/7/2023 - 9AM no contact from driver; husband text *****. No response. **** he text again. ***** stated no response from driver. **** husband text again..***** stated I will keep calling. **** ***** stated unacceptable; husband expressed we need to keep extending rental & the inconvenience of waiting around. ***** states well keep in touch.1/8 - 8AM MY husband any updates. 930AM Ill call them. 1030AM ***** the driver isnt answering. Husband reached out again @1030. **** ***** stated that she will continue to call him until he answers. **** asked when we notified ****************** & report the auto stolen. ***** not yet; Im working on it. Received call from driver @ **** that car can be delivered in 3hrs & to meet him 5 miles away. Forwarded address to meet. ***** ******************* was you have to pay him to get your car. Tried calling her as I have the title to my car & have been trying to get it for days. Had to pay driver $1120 to release my automobile. Seeking full refund.

  

  Business response

  01/18/2023

  Re: Order #********, Customer *********************** contracted with us to transport his vehicle from the port at **********, ** to *******, **. on 12/1/22 at 11:28 am.  We dispatched a carrier to the order on 12/1/22 at 1:12pm.  The carrier is *************. The carrier delivered the vehicle on 1/8/23 at 9:41pm.  We contacted *************. on 1/4 and was told that the eta for delivery was 1/7/23 due to bad weather and that they would deliver on Sat. 1/7.  ***** stayed in contact with the carrier and with the customer throughout the process to verify if any deviations would take place with the delivery date.  ***** called carrier on 1/5 and got the drivers number who she called and he verified Sat 1/7 expected delivery date.  ***** called driver again on Fri. 1/6 and driver stated that they were on schedule for Sat. 1/7 delivery.  ***** called the driver several times on Sat 1/7 to verify delivery time and did not get any response from driver, and did contact customer a few times to alert them that she was unable to get into contact with the driver.  On Sun 1/8 ***** contacted customer and told them she would try to contact driver without any luck.  Later that day the customer asked ***** if/when they should contact the police or Insurance to report missing car.  ***** told them that it was not to that point yet and to let her continue to work on it.  She told customer that she would keep trying, which she did.  Customer Texted ***** Sunday 1/8 at ****** that the car had been delivered and that they had an interesting conversation with the driver.  The driver told the customer that he had not left ********** until 1/3 in effect lying to ***** at Direct Connect about the bad weather. 

  In our business we rely on the carriers/drivers to be truthful with us.  In an unlikely situation like this, all we can do is be vigilant, and continue trying to contact the driver while keeping the customer informed of what's happening.  I am in agreement that the customers vehicle was late and we NEVER want this to happen.  We offer our deepest apologies that something that was out of our control caused the customer aggravation.  I have authorized ***** to provide a ****** refund to the customer at this time to offset the late delivery and to remedy the situation.
  

   

  Thank you,

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

  GM - Direct Connect Auto Transport

• Initial Complaint

  11/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Direct Connect Auto Transport, Date - 11/21/22, $400, Order #******** My niece, from ******, **, was killed in a tragic accident. helping my sister with her estate, I need to find a way to transport my niece's auto to NH. I called Direct Connect Auto Transport on 11/18/22 and spoke to **************************He gave me a quote and asked for my credit card #. I told him I was not ready to commit and needed to research more companies/ ways to transport the vehicle. He assured me unless I signed an order form which he emailed to me, my credit card would not be charged. I never signed the order form. I called ************************* back that day, and left a message that we would not be using his firm. I followed up with a text to be sure **** received the message, and he responded "yes, maam, we cancelled". On 11/21/22, I received an email from Direct Connect saying they charged my credit card and dispatched a truck to pick up my vehicle. I immediately called ****, and left a message that the charge and dispatch was in error. I also texted him asking him to reverse the $400 charge. I followed up later that day. **** answered and said he would credit my account and proceeded to berate me for not using his firm. My account has not been credited. Please help me have the $400 charge from Direct Connect Auto Transport reversed. And please help ensure others do not go through this stressful process, especially while dealing with a tragedy such as ours.

  

  Business response

  11/28/2022

  Good Morning, I received the refund request for ***************************** order on Friday 11/25.  Due to the normal business operation and the Thanksgiving Holiday,  I was not able to refund until this morning 11/28/22.  The refund process emails a receipt to the customer.  I have attached that receipt here also.  

   

  Thank you,

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

  Customer response

  11/29/2022

   
  Complaint: 18466979
  
  I am rejecting this response because:
  Direct Connect Auto Transport did not credit my credit card.  The receipt they sent to BBB for a $400 credit has not been followed up by a credit to my account.  Deceitful? Inept? This is unacceptable.

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

  

  Business response

  12/06/2022

  *****************, I am not sure how else I can prove to you that we refunded your money.  I went to our Credit card merchant account again this morning and verified that we refunded your ****** deposit on 11/28/22 at 06:49 PST, The settlement date and time was 11/28/22 at 16:36 PST.  The transaction id is ***********.  I have attached the receipt again.  I encourage you to check your credit card statements for the ****** credit.  We have refunded your deposit.

  One thing to note is that once we submit for a refund, our merchant processes it releases to your Credit card provider.  How long it takes your provider to credit you back is out of my control.

  Thank you,

  ****

  Customer response

  12/07/2022

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

*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. ↩