ComplaintsforSafe Auto Trucking LLC

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed an agreement with Safe Auto Trucking LLC to ship our car from ** to **. Got a wonderful price of $800 and went with it. We had some date flexibility and since we live a bit farther north of *******, we offered to come down to ******* to make it easier on the driver.Two days before the scheduled pick up, our broker let ** know that the fee was now double, $1600 because no one will pick up the car for the fee of $800, he mentions something about this driver being more expensive because of a "DOT inspection". Since we are now in a bind, we agree and the car is shipped.Now, an interesting thing happens, our broker lets us know, in a ************ message, that he needs an additional $150 because he is a student and isn't making any money off the deal. We tell him no and pray that our car comes.The car is delivered as promised with only minor damage from the move.

  Business response

  01/22/2024

  Dear ****,
  We are truly sorry to hear about the difficulties and confusion you experienced during the shipping of your car from ********** to *******. At Safe Auto Trucking LLC, we strive to provide reliable and transparent services, and it is clear that in this instance, we fell short of these standards.
  We understand your frustration regarding the unexpected increase in the shipping fee. This situation arose due to a sudden and unforeseeable change in our carrier availability and associated costs, particularly related to the ********** of ************** (DOT) inspection requirements, which unfortunately impacted the pricing. We acknowledge that this change was communicated at a very late stage, and we apologize for the inconvenience and stress it caused. We are reviewing our internal processes to ensure better communication and contingency planning in the future.
  We were equally surprised and concerned to hear about the request for an additional $150 by the broker, citing personal reasons. Please be assured that this is not in line with our company policies or professional ethics. We have addressed this issue directly with the broker involved to ensure that such an incident does not occur again.
  Regarding the minor damage to your vehicle, the carrier company takes full responsibility. Please send us the details and any photographic evidence of the damage so that we can process a claim for repairs or compensation.
  We are committed to improving our services and would greatly appreciate any additional feedback you might have regarding your experience. This will help us to make necessary changes to better serve our customers in the future.
  We sincerely apologize for any distress this experience may have caused you. Our priority is to regain your trust and ensure your satisfaction. If you have any further concerns or questions, please do not hesitate to contact us directly at ************
  Thank you for bringing these issues to our attention, and we hope to resolve them to your satisfaction as promptly as possible.
  Sincerely,
  *************************

  Customer response

  01/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I understand that running a business is complicated, however, I must reject this response. I had called around several non-brokers (people that directly owned the trucks), and they had each told me that they could get the job done for $1300-$1400. We were originally quoted $800 by ******, who assured us, that he would get it done at that price.

  In addition, to further support you claim of the additional fees were not known at this time, my assumption is, by the language you used, you couldn't find anyone to do it at that low price originally quoted, so then you were scrambling to find someone and of course ****** mentioned that his friend was doing it for $1600 out of the goodness of his heart. If that was the case, then why, ******, did you give us that price in the first place? I would need further support of your claim that the *** inspection requirements changed, radically, within just a few days of us shipping our car.

  Therefore, you quoted a low price to get our business and then pulled a bait and switch. You left us with no choice but to go ahead. This is a bad business practice. 

  Listen, I am an understanding person, but this entire transaction was beyond shady. I should also mention that ****** continued to text us regarding this $150 to feed his family. There is a way to make right by us, and I am asking you to do so. 

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business response

  01/30/2024

  Tell us why here...Dear ****,
  We are truly sorry to hear about the difficulties and confusion you experienced during the shipping of your car from ********** to *******. At Safe Auto Trucking LLC, we strive to provide reliable and transparent services, and it is clear that in this instance, we fell short of these standards.
  We understand your frustration regarding the unexpected increase in the shipping fee. This situation arose due to a sudden and unforeseeable change in our carrier availability and associated costs, particularly related to the ********** of ************** (DOT) inspection requirements, which unfortunately impacted the pricing. We acknowledge that this change was communicated at a very late stage, and we apologize for the inconvenience and stress it caused. We are reviewing our internal processes to ensure better communication and contingency planning in the future.
  We were equally surprised and concerned to hear about the request for an additional $150 by the broker, citing personal reasons. Please be assured that this is not in line with our company policies or professional ethics. We have addressed this issue directly with the broker involved to ensure that such an incident does not occur again.
  Regarding the minor damage to your vehicle, the carrier company takes full responsibility. Please send us the details and any photographic evidence of the damage so that we can process a claim for repairs or compensation.
  We are committed to improving our services and would greatly appreciate any additional feedback you might have regarding your experience. This will help us to make necessary changes to better serve our customers in the future.
  We sincerely apologize for any distress this experience may have caused you. Our priority is to regain your trust and ensure your satisfaction. If you have any further concerns or questions, please do not hesitate to contact us directly at ************
  Thank you for bringing these issues to our attention, and we hope to resolve them to your satisfaction as promptly as possible.
  Sincerely,
  *************************

  Customer response

  01/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because this is, verbatim, the exact response you already sent. You did not reply to my  message. 
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business response

  02/01/2024

  Hello, good morning, dear customer, Yes, I understand that you are nervous, and the main reason for this is the change in price. But you need to let us explain the process, please. We cannot take control of the price in this market, and we cannot guarantee that the price is going to be totally the same as we quoted. First of all, it depends on the road and the drivers as well. If there are a few drivers in this area, the price goes up. No one, not only Safe Auto Trucking but also all other brokers, can guarantee the price for sure because they will offer a price and then they start getting offers from drivers. It is better for us to get the job done for the same price that we quoted at the beginning of the process. We do our best to get the job done for that price as much as we can. Please accept my apologies for this thing that happened to you. We are sorry. Thanks for understanding.

  Customer response

  02/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because if you read my first reply I had a NON-BROKER (an actual person) that was willing to do the job for less than what I paid you. You pulled a bait and switch. I'm sorry but what you did was not acceptable. If ****** knew that no driver would reasonably do it for $800, then he should have been upfront with the pricing. This is not how you run a business. 

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business response

  02/02/2024

  Dear *************************
  
  Thank you for sharing your concerns about the recent transaction. I understand your frustration, and I apologize if our service did not meet your expectations.
  
  At Safe Auto Trucking , we operate as a platform that connects customers with carriers. The prices we provide are based on market conditions and reflect the current supply and demand. Our team does not control the prices set by individual carriers, as they are independent businesses that factor in their own expenses, such as diesel, road tolls, and other operational costs.
  
  Regarding your assertion of a "bait and switch," I assure you that our intention is to provide transparent pricing. However, please note that the initial quote provided by ****** was an estimate, and the actual cost may vary depending on the carrier's assessment of the job. We strive to provide accurate estimates, but market fluctuations can occur.
  
  I understand that you had a non-broker person willing to do the job for less, but we cannot compare apples to oranges. Our platform connects customers with licensed and insured carriers who adhere to industry standards and regulations. Their pricing may differ from independent individuals or non-brokered services.
  
  Please know that we value your feedback and will continue to work on improving our services. We appreciate your understanding of the market dynamics and the role of our platform. If you have further questions or concerns, please don't hesitate to reach out.
  
  Best regards,
  *************************

• Initial Complaint

  08/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed a contract more than 5 weeks in advance for $450. I called and confirmed everything by phone with ************. One day before the move, I got a call that they have to raise the price to $1100. I told them that we had a contract for $450. I was struck because this car needed to move the following day. Finally ****** agreed to move it for $750.They did not honor the original price, and changed the price last minute as noted above. I had no choice than to pay as I was moving next day. I like company to honor the original contract.

  Business response

  09/18/2023

  I am writing in response to the complaint filed against our company, Safe Auto Trucking LLC. We appreciate the opportunity to address the concerns raised and provide clarity on the matter. Firstly, we would like to express our sincere apologies to ****** for any inconvenience caused during the recent transportation arrangement. We understand the frustration that can arise from changes in price, and we value our customers' satisfaction. In response to the specific issues raised in the complaint, we would like to explain the circumstances that led to the adjustment in the quoted price. At the time of booking, we provided  ****** with a quote of $450 for the transportation of their vehicle. We take our commitments seriously, and we understand that ****** relied on this quote in planning their move. However, there were unforeseen and sudden changes in the transportation industry that impacted the cost of providing the service. These changes were beyond our control and were due to fluctuations in fuel prices, increased demand for transportation services, and other operational factors. Upon realizing the need for a price adjustment, our representative, ******, reached out to ****** one day before the scheduled move to explain the situation. We understand that this change was unexpected and caused frustration. To mitigate the inconvenience and ensure the transportation of ******'s vehicle, we offered a revised price of $750, which was still below the new market rate, as a compromise. We understand that ****** agreed to this revised price to proceed with the move. We want to emphasize that we take great pride in our commitment to customer satisfaction and delivering high-quality services. Unfortunately, in this instance, external factors beyond our control necessitated an adjustment in the originally quoted price. Moving forward, we will make efforts to communicate any potential price adjustments more effectively and provide clearer explanations when such situations arise. We hope that  ******   can understand the unusual circumstances that led to this situation. We appreciate the opportunity to address this matter and sincerely hope that ******   can accept our explanation and continue to consider us for their future transportation needs. If  ******   has any further questions or concerns, please do not hesitate to contact us at ###-###-####. We are committed to resolving any outstanding issues and ensuring the best possible experience for our valued customers.

  Customer response

  09/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  There is a reason one writes a contract. It should be binding, and should be honored.  In addition, Justin has be sending harassing texts with foul language to take back the complaints.  If the company management likes I am happy to provides those texts to them. 
  
  Regards,
  
  ******** ******

  Business response

  09/25/2023

  We have resolved this problem with this customer and customer is happy now. Thanks best Regards ******* *****

  Customer response

  10/05/2023

  Yes, I received a call from the owner.  I was able to discuss the issue in detail.  
  We also resolved this concern. 
   thank you. 
  **

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Car shipment agreement with the total price $500 was signed on 24th July and car was supposed to be picked up on 7th aug. on 7th morning, the safe auto trucking agent calls and says the price is $1100 now. The following day agent ****** texts and says I can do in $970. I left the state and my car is waiting to be picked up. This company is doing bait scam, sending the contract first and increasing prices on the day of shipment. I need to take this court too. I emailed them twice on clarification but agent is just giving excuses. 2 days have passed and nothing is being done. I hope they do the job well.Mc - *******

  Customer response

  08/09/2023

  This company uses the same trick on many people. 
  They didnt ship my car for 3 days now. Was supposed to be picked up on 7th. They doubled the price on the day of pickup. 
  They started giving excuses that I reached out to different company on Day 3 to get quotes, its silly because safe auto trucking company took my credit card and didnt ship it for 2 days. 
  They use this as an EXCUSE for not doing their job. 
  

  I will see how many days my car takes to get here in Dallas. I will rent a car in Dallas for now and then will send the car rental bills to Safe auto trucking. I checked and saw that a small claims court can help if its not resolved in another 24 hrs.

  Business response

  08/11/2023

  Dear ****************;***,
  We sincerely apologize for the inconveniences you've experienced in relation to your car shipment agreement with Safe Auto Trucking LLC. We take your concerns seriously and would like to address them thoroughly.
  First and foremost, we deeply regret the miscommunication and frustration you've encountered regarding the price adjustment after the initial agreement was made. We understand the importance of honoring the terms agreed upon, and we acknowledge that the sudden change in price has caused distress.
  Our team has thoroughly reviewed your case and we agree that the communication breakdown on our end led to the confusion. The discrepancy between the initial agreed-upon price of $500 and the subsequent communication of $1100 is unacceptable. We acknowledge that such actions are neither in line with our principles nor our commitment to providing reliable and transparent services.
  Agent ******** response, suggesting a revised price of $970, was an attempt to address the issue; however, we recognize that this further contributed to the lack of clarity and frustration on your part.
  We deeply apologize for the lack of timely and effective response to your emails seeking clarification. Our team is committed to open and transparent communication, and we acknowledge that this aspect of our service fell short in your case.
  Your accusation of a bait-and-switch scam is not reflective of our business values. We understand the gravity of such allegations and assure you that we are taking the necessary steps to rectify this situation and prevent such occurrences in the future.
  In light of the situation, we would like to propose the following steps to resolve the matter:
  1.Transparent Communication: Our team will ensure that communication is clear, accurate, and timely going forward. We will assign a dedicated representative to address your queries promptly and provide regular updates on the shipment process.
  2.Process Improvement: We will conduct an internal review to identify the breakdown in communication and implement necessary improvements to prevent similar incidents in the future.
  We understand that your trust in our company has been shaken, and we sincerely apologize for this experience. We are committed to making this right and restoring your confidence in our services.
  If you have any further concerns or questions, please feel free to contact us directly at ********** or admin@safeautotrucking.net.
  Thank you for bringing this matter to our attention. We value your feedback as it helps us improve our services.
  

  Sincerely,
  *************************
  Customer Relations Manager
  Safe Auto Trucking LLC.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dates of transactions 7/25/2023 and 7/31/2023. The contract says it was a $100 deposit and $300 delivery when delivered. I see a $155 pending charge on my credit card account. They committed to ship a ***** ********* **** from Utah to California for $400 total on 7/25. Today, 7/31, they tried to charge an additional $200 because the truck was so big. The contract clearly states the type of vehicle to be shipped. When I asked for a refund they said that there would be a $200 fee for canceling. They also said that there would be a $50 fee to have their lawyer look over the paperwork. They then stated that they could give me a refund in 3-5 business days but have not given me any proof in writing that they will refund my deposit. The order number is ********-**.

  Business response

  08/08/2023

  Dear BBB,
  I hope this message finds you well. We appreciate the opportunity to respond to the complaint filed against our company, Safe Auto Trucking LLC, by *******, regarding their recent experience with our services. We take customer concerns seriously and aim to address the issues raised promptly and professionally.
  First and foremost, we apologize for any inconvenience and confusion caused during this transaction. We understand the frustration Garrett has expressed, and we would like to provide a clear explanation of the situation and the actions we are taking to resolve the matter.
  On 7/25/2023, we received a request from ************;to ship a ***** ********* **** from Utah to California for a total cost of $400, as outlined in the contract. However, upon assessing the vehicle's dimensions, we realized that it required additional space and special handling due to its size. We regret that there was a miscommunication about the size of the vehicle, and we sincerely apologize for any inconvenience caused.
  Regarding the charges, we acknowledge that Garrett initially paid a $100 deposit and a $300 delivery fee. Subsequently, on 7/31/2023, an additional charge of $200 was attempted due to the unexpected size of the vehicle. While we understand that this may have been unexpected for *******, we assure you that this charge was necessary to cover the increased shipping requirements.
  In response to the request for a refund, our representative communicated to Garrett that a $200 fee would be applicable for cancelling the transaction, as stated in our terms and conditions. Additionally, a $50 fee for legal consultation regarding the paperwork was mentioned. We apologize if this information was not communicated clearly, leading to further frustration.
  We want to assure ************;and the BBB that we take full responsibility for the lack of written confirmation regarding the refund. This was an oversight on our part, and we are taking immediate action to provide written proof of the refund process within the next business day.
  We understand that Garrett has provided the order number ********-** as reference. We have reviewed our records, and we will initiate the refund process as per our conversation. Garrett can expect the refund to be processed within 3-5 business days from today's date.
  Once again, we apologize for any inconvenience caused to *******. Our primary goal is to provide excellent customer service, and we appreciate the opportunity to make amends for this situation. If Garrett has any further questions or concerns, we encourage them to contact our dedicated customer service team at ********** or ********************************.
  Thank you for your attention to this matter, and we look forward to resolving this situation to ********* satisfaction.
  Sincerely,
  *************************.

  Customer response

  08/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Singed a contract but never heard from them

  Customer response

  07/28/2023

   I called Safe Auto Trucking LLC to have my car shipped from Chicago to LA July 24th.

  They sent me a contract the same day. (Attached) I tried to get a hold of them every day since then to no avail.

  My contact was a ******************************* phone # ************

  When I looked them up online I found that they were not registered or a legit business.

  Luckily I didn't give them any money or credit card number.

  Business response

  07/28/2023

  Dear *********;******,
  I hope this email finds you well. I am writing in response to your recent inquiry about shipping your car from Chicago to LA with Safe Auto Trucking LLC. Firstly, please accept our sincerest apologies for any inconvenience you may have experienced during your attempts to reach us.
  It appears there might have been some confusion or miscommunication. We can assure you that Safe Auto Trucking LLC is a fully registered and legitimate company with an excellent track record in the auto shipping industry. Our registration and 5-star rating status can be verified through the Better Business Bureau (BBB) and other reputable online platforms.
  We have investigated the situation thoroughly, and it seems that there was an oversight on our end regarding the communication with you. We deeply regret any delays or lack of response you encountered while attempting to contact ********************************
  Please know that we take customer satisfaction and trust very seriously. To rectify the situation, we have reviewed and addressed our internal communication procedures to ensure that every inquiry and customer interaction is handled promptly and professionally. We appreciate your vigilance in verifying the legitimacy of businesses before proceeding with any financial transactions. We can confirm that we never request payment or credit card information until all details of the shipment have been thoroughly discussed and a formal agreement has been signed. If you are still interested in shipping your car with Safe Auto Trucking LLC, we are more than happy to assist you with your transportation needs. Please feel free to reach out to our main customer service line at ********** or email us at admin@safeautotrucking.net. Our team is available to address any questions you may have and provide a seamless car shipping experience.
  Once again, we extend our sincerest apologies for any inconvenience this may have caused. Thank you for giving us the opportunity to clarify this matter, and we look forward to serving you in the near future.
  

  Best regards,
  *************************;
  Safe Auto Trucking LLC

  Customer response

  07/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********
  
  Regards,
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted the company regarding shipping a car from FL to PA. They provided a written quotation by email on 6/17/23 and again on 7/7/23, both for $450 including all fees and taxes. When I contacted them to arrange for the shipment and make payment, they tried to charge me more than 2X more, i.e., over $1,000. Their written price quotations did not include any conditions that would have permitted them to make such a radical change.

  Business response

  07/21/2023

  We are writing in response to the complaint you filed on BBB regarding the price increase for shipping your car from Florida to Pennsylvania. We appreciate your feedback and take customer concerns seriously, which is why we would like to address this matter promptly.
  After carefully reviewing our records and communications, we regret to inform you that we do not have any official agreement or signed contract with your name or any corresponding details for the transportation of your vehicle. As such, we would like to clarify the following points:
  1. Quotation Process: While you mentioned receiving written quotations via email on 6/17/23 and 7/7/23, it's important to note that a quotation is not a binding contract. Quotations are provided as estimated pricing based on the information provided by the customer at that time and are subject to change without prior notice.
  2. Pricing and Availability: Our shipping rates are subject to fluctuation due to various factors, including fuel costs, seasonal demands, and specific route availability. As a result, the prices quoted in the past might not reflect the current market conditions.
  3. Lack of Agreement: Without a formal agreement or contractual commitment, we are unable to guarantee any specific pricing or reservation for our services. Any price quoted in the past would have been based on the information available at that moment and was subject to change before confirming the booking.
  We understand that this situation may be frustrating for you, and we apologize for any inconvenience caused. However, we assure you that we always strive to maintain open and transparent communication with our customers, and it is never our intention to mislead or deceive anyone.
  We recommend reaching out to our customer service department directly to discuss your shipping needs and receive the most up-to-date pricing information for the requested route. Our team will be happy to assist you and provide you with the most competitive and accurate quote based on current market conditions.
  Once again, we apologize for any misunderstanding that may have occurred, and we remain committed to delivering high-quality customer service. If you have any further questions or concerns, please don't hesitate to contact us at ********** or admin@safeautotrucking.net.
  Sincerely,
  *************************
  Safe Auto Trucking LLC
  **************
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 13th, my card was charged $180 by Safe Auto Trucking. The original agreement was that I’d pay $800 in total to have my car shipped from Pensacola Florida, to Hartford Connecticut. After a week of no communication. I called my agent “******” on July 13th and he told me that there were no drivers willing to do it for that price and he raised my total from the agreed $800 ton $1100. Martin verbally told me my car will be delivered to me either Saturday July 15th or Sunday July 16th. My car has not been delivered and now I’m being told my car will be delivered tomorrow July 18th. The business has been reluctant to provide any communication for my vehicle and often times have told me “They do not know where it is” Very unprofessional. They’ve stated multiple times they were going to call me back with information and has never once called me back, instead I’d call back and be sent straight to voicemail and wouldn’t hear from them for a couple of hours and would have no update on my vehicle. The lack of communication coupled with the sudden increase of my auto quote shows lack of communication and a false promise of guaranteed fast and reliable auto shipping.

  Business response

  07/17/2023

  It is unfortunate that we were unable to meet the expectations of this customer. While the carrier was still within their contracted window of time for pick up, prior to the customer's request to cancel their order, we do understand the importance of proper communication from the carrier. We also would like to address this customer's claim of being misquoted. We have looked into the details of this order and this customer had selected our economy rate, which allows carriers to submit offers that are then provided to the customer. When an offer is presented to the customer, they have full authority to either accept the offer, or decline and wait for a more satisfactory carrier offer. Anyway, customer agreed and confirmed to secure the spot and booked the driver for total of $1075 and after customer harassed us that if we do not refund his money which was got as deposit he is going to call BBB and make a complaint, however, he signed the revised contract without doubt. Addditionally, we were helping to the customer with our best that $200 was our deposit according to the initial contract then we had to put only $175 in order to make the customer happy, as price was increase by drivers.
  In conclusion, we refunded his money to his card entirely in order to get satisfaction, even if we have contract and it has all terms and condition that we can win, we attached last revised contract and proof of refunding money. We appreciate all feedback, as we constantly strive to improve our customer experience. Thank you.

  Customer response

  07/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  This corporation makes it seem as if my demands were for a refund if not then Id take action. This is not the case. I originally spoke to my agent ****** on July 3rd in regards to setting an appointment. That's when the original contract if $800 came. From July 3rd to then July 13th I received NO information. I then call my agent ****** and he tells me that finding drivers are difficult. He then tells me the quote must be raised from $800 to $1100. My car NEEDED to be shipped July 14th and I'm receiving this information July 13th so I have no choice but to agree to quote. I never requested a refund from this company. I requested due to poor professionalism and accountability that we go from the $1100 quote to the $800 quote. The company then offered the refund however I still made my intentions obvious that I would get in contact with the BBB regardless of the outcome.  
  

  Regards,
  
  ****** *****

  Business response

  07/18/2023

  Hi! Dear BBB,
  

  This customer is trying to make a confusion and does not know what he wants actually, according to his words and harassment we refunded his money totally. Additionally, he rejected that he never requested refund, however, we just attached the proof of he sent the message he requested his money which was charged for down-payment to secure the exact spot and again he is trying to make the case confusion without reason. Precisely, we have revised contract which was signed by this exact customer and we have proof of call history and text messages and we attached the proofs and we had sent last time the revised contract and picture of refunded his money on his card. Actually, we are not understanding what he is going to do?!  Anyway, we are entirely sure that we have signed revised contract for last confirmation and we have dispatch sheet with the driver that we booked according to the contract which was signed by this customer and we worked for free of charge in order to help and get satisfaction.
  

  Thanks, 
  Best Regards.

  Customer response

  07/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  I really don’t accept this, but I’m not going to continue to go back in forth. They’re misinterpreting the message and it’s obvious. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  07/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In June 2023, we signed a contract for Safe Auto Trucking to pick up our vehicles on or around July 3rd in TX and deliver them to our home in MD. They quoted a price and since then have not fulfilled their end of the contract saying that there are no drivers willing to make the trip for the cost they quoted. We have suggested they are responsible for the additional cost of getting our cars shipped to us. At this point, there has been no resolution and our cars have not been picked up. We have contacted the business by phone and text.

  Business response

  07/11/2023

  It is unfortunate that we were unable to meet the expectations of this customer. While the carrier was still within their contracted window of time for pick up, prior to the customer's request to cancel their order, we do understand the importance of proper communication from the carrier. We also would like to address this customer's claim of being misquoted. We have looked into the details of this order and this customer had selected our economy rate, which allows carriers to submit offers that are then provided to the customer. When an offer is presented to the customer, they have full authority to either accept the offer, or decline and wait for a more satisfactory carrier offer. We appreciate all feedback, as we constantly strive to improve our customer experience. Thank you

• Initial Complaint

  05/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was seeking to have my car transported, *** from Safe Auto contacted me regarding my car. He was aware that I had contracted with another company but said that was okay and that I could get my money back. Due to his aggressiveness, I agreed to go with them and attemped to cancel my prevous contract *** was aware I had the contract with the other company and wanted me to sign their contract while cancelling the previous one. I was not able to cancel the previous contract and made *** aware. The next day, my credit card was charged $154 dollars. When I contactd him, he asked if I had reaed the contract. No where in the contract does it say $154 dollars so this leads me to believe they ware charging me more than quoted expecting the prevous compnay to cancel. He stated it was due to me canceling. When I signed the contract, he had full knowledge I was contracted with anohter compnay and HE knew I wasn't going to be able to cancel. I didn't know, I was going by what he said. This feels like fruad and I want my funds refunded. I would not encourage anyone to do business with this compnay or ***.

  Business response

  05/29/2023

  Hello dear BBB, 
  Firstly, the customer had agreed to go with us after that  we found and secured the exact driver according to the customer's time frame.
  Then, the customer called us and said that we need to cancel and refund the reservation fee that we charged due to the customer was working with other company. That is not fair with ** as well, We had to cancel the carrier after we booked them. According to the 7th section of the contract we had right to get cancellation fee from the customer, as the customer was working with other company and did not stop even we booked the carrier according to the contract with the customer. Then, the customer complained and gave us negative on ******* then our responsible agent came to the resolution and agreed to refund the deposit and cancel the carrier in order to fullfill the customer's satisfaction. The order has been canceled and the money has been refunded. I am attaching the proff of refunded transaction.
  Thanks, 
  Best Regards
  Safe Auto Trucking LLC

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We signed a contract for my sons vehicle to be shipped from ******* to *******. The shipping company is yet to provide a driver for the price we were quoted. They keep trying to raise the price and have not offered a solution other than ** pay more money.

  Business response

  05/02/2023

  Dear *************************,
  
  We are sorry to hear that you have had a negative experience with our company. As a valued customer, we take your concerns very seriously and would like to address them as quickly and effectively as possible.
  We would like to start by apologizing for any inconvenience or frustration you may have experienced. We understand that our customers rely on ** to provide excellent service and products, and we are committed to doing everything in our power to meet and exceed your expectations.
  
  Please know that we are actively investigating your complaint and taking steps to rectify the situation. Our team will be reaching out to you directly to discuss the issue in more detail and work towards a resolution that is satisfactory to you.
  In the meantime, if you have any additional concerns or questions, please do not hesitate to reach out to **. We value your feedback and appreciate the opportunity to improve our services.
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  Safe Auto Trucking LLC

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