Complaints

• Initial Complaint

  22/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used this company to ship my vehicle from ******* to ******** as I was relocating permanently. I was told 12 to 14 days. My vehicle was finally delivered 35 days later after me continuing to push for answers. I asked for some kind of meet in the middle resolution, such as some kind of refund or discount. I have attached to this form the complete email trail and the ******* and unacceptable behaviour from this company. I tried to solve the issue with this business, but as you can see from there responds, I don't feel safe to continue doing so on my own.

  Business response

  04/04/2023

  Hello BBB, this person told us that if we did not give him money, he would complain to the BBB.  I think this is called ********* when someone ********* you like this,

  Unfortunately this is not a legitimate complaint, and he is just using the BBB to try to get compensated for something that he is not entitled to.
  

  Our company will honor our agreement and our shipping terms, but we will not give someone compensation for being bullied and *********ed for something we did not do.

  We are a shipping company and we ship thousands of vehicles across the country by train.  In our conditions of shipment, it clearly states that there can be delays caused by weather.

  He agreed to the terms and conditions before he shipped his vehicle with us, but unfortunately there was two major snow storms that delayed his shipment. Not only this, but because his vehicle was delayed, it missed its connection to get his vehicle delivered to ********.
  

  There where thousands of vehicles that were delayed and he was not the only one

  Meanwhile his vehicle arrived safe and sound and without a scratch on it, and he should be happy of the good service we provided.

  Thank you

  Yours sincerley

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

   

  Customer response

  04/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  As a consumer, and using a business, I am able to try and come to a "meet in the middle" solution with a place I HIRED, if I felt I was wronged. I asked this company to refund just a part of what I paid, as no they did not fulfill the contract, as they said my car would take 12 to 14 days and not over 30 days. My vehicle was dropped off 1 week before any winter storms as they claim was the delay. As a consumer I can go to whomever I want to if I am not happy with service that was provided that I paid for. That is not *********, that is myself as a customer, upset with a business I paid money to for a service, who has been verbally abusive. I could go to the media and consumer reports within media if I choose, that is MY right. Also they claim I should "be happy my car arrived not damaged'. Well that is the business they are in, if it did arrive damaged it would be there insurance fixing it! That is what I hired them to do, was transport my vehicle and not damage it. So no they don't get extra thumbs up for that, as that is THERE BUSINESS. As in my original complaint, they have become very verbally abusive, and stating they are going to go on the internet and tell everyone I ********* people. Well Guess what, go ahead but don't forget I am the customer that is unhappy with what I hired a business to do. That ****** will NOT cause me to not take this as far as I can. That ***** is unacceptable, and that is why I included the entire email thread in my compliant. I moved all my belongings from *******, to ********, which they also went through *******, and they arrived 2 weeks before my car did, via a different shipping company. This company dropped the ball and delayed my vehicle being put on the train. I even spoke with ** **** customer service, and there was no massive delays taking weeks to clear up. I don't want a full refund as my car was moved from ******* to ********, but I require SOMETHING for the delay, the 30 + days it took, when they advertise 12 to 14. I could understand a few days delay due to weather but over a month is not acceptable. Also the ***** which has caused unacceptable frustration and stress put together with the massive delay is what I require some kind of refund. 

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

  Business response

  04/04/2023

  We have honored our contract, and you should do as well

  If we had done anything wrong, then we would have settled this matter, but there is nothing to settle as we did nothing wrong

  We cannot be blamed for winter conditions and snow stopping our trains and causing delays, and this is stated very clearly in our terms and conditions in our shipping contract
  

  Here is part of our contract that you agreed to before we shipped your vehicle.
  

  """Travel times provided are based on average travel times from previous shipments. Weather conditions, track blockages,track repairs, rail repairs, and railway congestion, can cause delays. If a delay occurs, our agents can only provide an estimated time of arrival.Estimates can change daily depending on conditions""

  Again since this was not our fault, and because you agreed to the terms and conditions, unfortunately we cannot compensate for this delay

  I think we have told you this 12 times now, and I don't understand why you cannot comprehend this.

  Just because you made a complaint to the BBB, it does not allow for unjustified compensation, and we will not be bullied into paying compensation, and therefore no compensation will be paid.  (i hope you understand)
  

  This will now conclude this matter
  

  Thank you

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

   

   

   

  Customer response

  05/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is an abusive awful business. I would like to know why my vehicle sat in ******* for 2 weeks and not loaded onto a train? This was prior to any storms by 1 week, which is why I did it. Another thing I am trying to understand is, when I called ** **** customer service they said on their entire network, there was no 2 week delays to be reported. Not even 1 week delay were reported. This company is failing to admit they dropped the ball in *******. I shipped my belongings the exact same way, just with a different company days later, and it arrived via ******* to ******** 2 weeks prior, which is a great company. If anyone is bullying anyone it's this company to the consumer. This company needs to be reminded that the provide a SERVICE to the person that hires them, called the customer. The customer has rights to think they have been wronged without the ***** they have given me IE: the email trail I sent in. 

  Another issue I take, and it seems they keep digging themselves deeper is that I should be happy my car arrived not damaged? No, that is what I paid this awful company to do, and that is the business they are in. That statement tells me that most of the vehicles shipped by them arrive damaged. The reasoning this business gives is completely absurd. They just can't admit they dropped the ball, which any reputable business would do. I will never accept anything less than them making right on this issue. Also an apology for the abusive emails that they sent to me, the CUSTOMER which I have saved them all and I hope they did too. I have absolutely no problem taking this to TV media and consumer watch programs on said media. If there isn't at least an apology for the abusive emails, that is something I will do, as people need to know what kind of business this is prior to making arrangements to use them. Again I will never agree to this company and there response in the current state.

  
  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. ↩