ComplaintsforXpress Auto Transport Inc

• Initial Complaint

  09/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  A contract was agreed for $800.00 for vehicle transportation from ****** to ********, on the transport date, the amount changed to $1,300.00. I believe the contract amount should be honored for $800.00. Why was the amount increased $500.00 on pickup date?

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 24th, 2024, I called Xpress Auto Transport in *********, ** to have my 2018 ******* Santa Fe shipped from ********* ** to the *********************** ******* dealership in ********, **, for service. I gave the dispatcher all of my information over the phone, including pick up and drop off location, where my keys where, where to leave it (even including to leave it on the north side of the building at the service center and to put the keys in the Dropbox at the *** side of the service department was closed. The ******* dealership had recently moved so had a new address, **************************************. On the contract, it stated deliver to business: ******************************** *******, with the correct address. My car was dropped off on Saturday afternoon. The service did not open again until Monday. On Tuesday, 8/27, the dealership called me to let me know that they couldnt find my car. I sent them the photos that the driver had texted me of my car. They said that didnt look like the dealership. I called the police in **, my car had been left at a pastors house next to the dealership and the pastor had it towed. I incurred an addition $350 in tow and holding fees, in addition to the $495 I had paid a press Auto. It took them 10+ different calls from me to finally have a manager call me back. The manager, on a recorded line, told me that truck drivers are not that smart, but its not their fault, that Im screwed and that I got the short end of the stick but they werent going to offer any solution, as they stated that they left it as close as they could to the address in ****** maps. The business has done nothing to remedy the situation and my contract has not been fulfilled.

  Business response

  09/03/2024

  Dear *********************************,
  
  Thank you for bringing this matter to our attention. However, after thoroughly reviewing the details of your complaint, it appears there has been some confusion regarding the company involved in your vehicle transport.
  
  Our company, Xpress Auto Transport Inc., is based in ********, ********, and we did not have any record of a contract or order for transporting a 2018 ******* Santa Fe from *********, **, to ********, **, during the mentioned timeframe. Additionally, the screenshots you provided refer to a company named "Xpress Auto Logistics," which is a different entity and not affiliated with us.
  
  We understand the frustration and inconvenience this situation has caused you. We recommend double-checking the contact information and contract details with the company you originally engaged to resolve this issue effectively. We would appreciate it if you could direct this complaint to the correct company to ensure that your concerns are addressed promptly.
  
  If you have any further questions or require additional information, please feel free to reach out to us.
  
  Sincerely,
  
  ***********************
  *** ****** **** ********* ****   ********* **************  **********

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company reached out to me with endless unwanted phone calls and text messages. After finally answering I signed a contract for my vehicle to be shipped may 24th 2024 the contract stated 150$ final price , upon no driver picking up my car I called and was told I had to pay 300$ for my car to be shipped owner breeched contract and said driver called 5 minutes before pickup and stated he wanted 350$ for my car to be shipped *************** message stated 150$ final price he stated he didnt have a driver for my car but we signed a contract for 5/23/24 my car is still not locked up and the company is constantly trying to charge my card for the amount and I never received the shipping of my car .

  Business response

  06/20/2024

  Dear ***************************,
  
  Thank you for bringing this matter to our attention. We deeply apologize for any inconvenience and frustration you have experienced.
  
  Firstly, we sincerely regret the unwanted phone calls and text messages you received. We strive to ensure our communication is both effective and respectful, and we will review our processes to prevent such issues in the future.
  
  Regarding the contract for your vehicle shipment, we apologize for the misunderstanding and any inconvenience caused by the pricing discrepancy. Our records indicate that the original contract was for $150, and we acknowledge that you should not have been asked to pay more. We are currently investigating why there was a change in the quoted price and why a driver was not available on the agreed-upon date.
  
  We understand your frustration regarding the driver asking for a higher amount at the last minute and your vehicle not being shipped as promised. This is not the standard of service we aim to provide. We are committed to resolving this issue promptly and ensuring that you are not charged unfairly.
  
  To rectify this situation, we will:
  1. Ensure no further unauthorized charges are made to your card.
  2. Investigate the communication and scheduling issues that led to this problem.
  3. Offer our service for free any future service as a gesture of goodwill and to regain your trust.
  
  Please contact our customer service team directly at ********** or ********************************************************** so we can resolve this matter swiftly and to your satisfaction.
  
  Once again, we apologize for the inconvenience and thank you for your patience and understanding.
  
  Sincerely,
  
  ***********************
  CEO  
  Xpress Auto Transport Inc.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted xpress auto transport in December to transport two vehicles. Company wasn't able to transport my vehicles in a timely manner. So I requested a cancelation in which I was told by company that I would be refunded in **** business days. It has been over a month now, still haven't received refund from company. Constantly calling to no avail, they lie and state they will have someone to reach out to me. No one every returns calls.

  Customer response

  01/29/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

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