Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business promised a 5-day delivery of two vehicles from **************, ***** to *********, ******* with a three-day pick up window. They quoted us $1,950 (email attached) and charged us $3,150 with no change in the parameters. We want them to be held to the original agreement of $1,950. They used coercive and deceptive practices to force us to into paying more, as they knew we were under duress while paying another service to transport our four pets and then us to fly across the country with no flexibility in timing. We were under incredible stress with no communication and even worried that our cars were being stolen.

  Business response

  08/04/2024

  I explained to the customer that not everything is perfect in the transport world. As brokers, our primary responsibility is to connect you with carriers. I ensure that all of our paperwork is dated and accurately reflects the terms of our agreements.
  Regarding the additional cost of $250, this was due to each car being overweight. I had informed the customer that the freight could not exceed 150 lbs per vehicle and that no items should be visible through the windows. These conditions were clearly stated in the contract you signed, which is properly dated.
  

  While the original driver estimated a delivery time of 5-7 days, he ended up canceling. The actual driver who took over the transport mentioned it could take up to 10 days due to being the sole driver available, and I communicated this to you. This booking was made back in May, and the contract you signed at that time was also dated. The contract explicitly states that prices may change due to market conditionsand driver availiblity at the time.
  

  When the original driver canceled, we faced a challenging situation where no drivers were immediately available. We had to quickly find another driver willing to adjust his route to accommodate your transport needs. This urgency resulted in the adjusted price. It is important to understand that we do not control the pricing; the carriers set their own rates. We only collected a small broker fee of $350 from this order
  

  As brokers, our role is to facilitate the connection between customers and **********************. Our aim is to provide you with the best possible service by finding reliable carriers, but unforeseen circumstances and market conditions can sometimes lead to changes in the original plan and again its stated this on the contract you singed mulitple times. We appreciate your understanding and patience in these matters.

  Customer response

  08/13/2024

   
  Complaint: 22051620
  
  I am rejecting this response because:
  This company did not provide the service agreed upon with an original quote to transport two vehicles from **************, ***** to ********* Arizona on 7/9/24. The quote was for $1,950 and they charged me a $350 deposit by credit card and then $2,800 IN CASH by the time they delivered a week late. We paid over $1,000 in rental car fees due to them lying to us about the pick up and drop off dates. They tacked on additional freight fees when they told us that it would be ok to pack 150 pounds of freight in our cars. They did not provide the service they told us they wound and we felt completely trapped by them to get our cars back. This company is a fraud. 
  Sincerely,
  
  *************************

  Customer response

  08/21/2024

  Hello,

  I do have more information to support my claim against this company.  Can I submit that information to you at this time or do I need to file another complaint?

   

  Thank you,

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

  Customer response

  08/21/2024

  Hello again,

  I have attached a scanned document indicating all of the communication that we had with Citizenshipper.com and the business State To State Carriers.  The documentation indicates all of the issues we encountered.  We were told by phone that we would be refunded our $350 deposit which I paid by credit card for all of this; however, they have failed to do this.  I have the name of the person who told me this as well as his phone number if you should need it.

  Thank you,

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

  Business response

  08/26/2024

  Let me clarify once again. As brokers, we connect you with carriers. We don't control their prices or schedules. The extra $250 charge was because you went over the 150 lbs freight limit, which was clearly stated in the contract you signed.
  When your original driver canceled, we acted fast to get a new one, and the 10-day delivery window was communicated to you. And guess what? The contract also clearly states that prices can change due to market conditions and driver availability. So, everything was done by the book.

  I get that you're upset, but we did exactly what the contract said we would. The only money we made was the $350 broker fee. And lets not forget, we were in contact with you and your husband every single dayby text and phoneso calling us a "scam" is not only ridiculous, it's false.
  Maybe next time, actually read the contract before you start throwing accusations around.
  Thanks for understanding.

  Customer response

  08/31/2024

   
  Complaint: 22051620
  
  I am rejecting this response because:

  As state-by-state indicates, they are brokers to connect us with carriers. State-by-state entered into an agreement with us, via citizen shipper, to provide the service for $1950. He proposed the bid, and we excepted it. At that point, his job as broker is to fulfill the contract that he agreed to. But the scam is wait until the last moment pull the rug out and then pretend to care. Then they string you out with promises of making great efforts to make good on the contract, and then they act like a hero when they find somebody who will do the same job - buuuut, its for $400 more. Then that falls through the next guy comes along and can do the job the next day - buuuuut, thats just going to be nearly $1000 more.
  
  Its not the clients job to find a truck driver to do the job as quoted by state-by-state. Its their job to find the truck driver to transport the vehicles at the price that state-by-state agreed to with us. They wait until the scam is all locked down and then they send you an official contract For you to agree to when youre totally under duress.  Its simple extortion. 
  
  As further support, weve attached two copies of additional reviews for this broker using the same website. The story is virtually the same. Our problem was not a one time mix-up of some innocent contract, it appears that this is what they do.
  
  Regarding the extra $250 charged for a supposed excess weight in the vehicles due to personal items, the time I spoke to the driver, he admitted that he had no idea how much those other materials weighed, and never weighed them himself. They just used it as another opportunity to further the scam.
  
  Sincerely,
  
  ***** and ***********************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I hired State By State Carriers to transport my boat from ***** to ****** **. After 3 failed attempts with 3 of their drivers to move the boat, I was instructed that I would receive a FULL REFUND of my deposit.However, I have no refund and they have stopped communicating with me. This is the worst experience I have ever had and every lie they've told is laughable. Here is a breakdown of the events. As a precursor, I gave them (**** was contact) the exact boat measurements and informed him that it would be an oversized load which would require permits and an ****** car.Attempt #1: Driver goes to yard and refuses to take boat because he says it's 20 feet tall and cant be transported. When I asked **** "did he measure the boat?". ****'s answer was "No, he used his years of experience to determine it". When I confronted **** about this, he fessed up and said "well, he probably left for a more profitable job".Attempt #2: Driver states he won't take the boat because it's an oversized load and State By State did not get the permits required and also was not paying him enough. I asked the driver if he was refusing to take the boat because of money. His answer was "Yes, that is what I'm saying".Attempt #3: Driver refuses to take the boat because it is leaning to one side slightly and is bigger than he was told. Again they had the EXACT dimensions the whole time. The boat is sitting on uneven gravel. ****, at this point, spews more lies and excuses like the ball bearings are shot (**** never looked at the trailer), and that the yard owner was scaring the drivers away. I know the owner and she is one of the nicest women you'll meet. She was not sure why the divers refused to take it.So, after all of this, **** agrees that I will get a full refund (I have in writing). His last excuse was that his 'supervisor' was going to call me to take care of the refund Yet, I have no calls, emails, or texts from them and I have no refund.They are a joke

  Business response

  08/04/2024

  We have sent over 5 drivers to pick this up for you, and they all reported similar issues. We need to clarify a few points. The deatails that was provided to me was the details realted to each driver. If they also signed a contract with me saying that this is the price that they will accepst for this load so this had nothing to do with price.They mentioned that the boat was much taller than 14 feet. Besides needing permits, they indicated that a height pole vehicle would be required as well, and with that, we would need more money which I explained to the customer.
  
  While obtaining permits is one aspect, involving a height pole vehicle is an additional requirement that was not initially communicated from the customer at the time of booking. This oversight occurred because the boat was not expected to exceed 14 feet in height, as discussed. If a height pole vehicle is needed, it will incur additional costs.
  
  Additionally, at least 2 or 3 of drivers reported that the trailer was not roadworthy. They noted that the trailer was bent, tilted to its side, and had dry-rotted and cracked tires.
  
  As brokers, our job is to connect you with a licensed carrier. Accurate details must be provided when signing the contract to avoid issues. The contract you signed with our company clearly states these requirements to prevent mistakes. Unfortunately, this situation has caused significant time and money loss. We dispatched drivers multiple times only to find they couldnt do the job, wasting their time and fuel
  
  As per the contract, the deposit is non-refundable due to the dry run fee since the job was dispatched multiple times. This is clearly stated in the contract you signed.
  
  We appreciate your understanding in this matter.

  Business response

  08/04/2024

  We have sent over 5 ******* to pick this up for you, and they all reported similar issues. We need to clarify a few points. The first and second ******* mentioned that the boat was much taller than 14 feet. Besides needing permits, they indicated that a height pole vehicle would be required as well, which I explained to the customer.
  While obtaining permits is one aspect, involving a height pole vehicle is an additional requirement that was not initially communicated to the customer. This oversight occurred because the boat was not expected to exceed 14 feet in height, as discussed. If a height pole vehicle is needed, it will incur additional costs.
  Additionally, at least two ******* reported that the trailer was not roadworthy. They noted that the trailer was bent, tilted to its side, and had dry-rotted and cracked tires.
  As brokers, our job is to connect you with a licensed carrier. Accurate details must be provided when signing the contract to avoid issues. The contract you signed with our company clearly states these requirements to prevent mistakes. Unfortunately, this situation has caused significant time and money loss. We dispatched ******* multiple times only to find they couldnt do the job, wasting their time and resources.
  As per the contract, the deposit is non-refundable due to the dry run fee since the job was dispatched multiple times. This is clearly stated in the contract you signed.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a boat transported from ******** to *********. I went through CitizenShipper to get bids on transporting my boat. State by State Carriers bid on the transporting of $2,850. ****, the person I dealt with, called me and said he had a truck in the area to transport the boat on March 11, 2024. We did the initial contract and I paid $1000 by credit card and was to pay the driver $1850 up on delivery. Due to unforeseen circumstances the driver couldnt pick the boat up. **** finally had the boat picked up by the original driver by the first contract. **** said due to the size of the boat it required an ****** and it would cost me additional funding. Understanding I assumed he was correct and I did agree to some additional funding. The day the driver showed up **** said it would even cost me an additional $500 because of permit and ******. I agreed to pay additional $250. In all I was to pay the driver $3750 up on arrival. So now charges went from $2850 to $4750 total. When the driver arrived on 10 April they did not utilize an ****** and **** was just trying to get more money. I was falsified on charges that didnt exist. I would like a refund of the falsified charges not from the driver but from **** for the falsifying the charges. Original contract is attached.

  Business response

  05/31/2024

  
  We apologize for any inconvenience this may have cause. The correct dimensions were not provided to us, which required us to raise the price due to the width being too wide. We needed to arrange a chase car to assist with the move. Had we known the correct width initially, we could have quoted you accordingly.
  Additionally, you signed three different contracts, each stating that the price may change depending on the situation. This price increase was necessary because the proper dimensions were not provided, necessitating an ****** service. Operating without an ****** would be illegal, and we adhere strictly to regulations. We have video evidence and proof of this.
  

  Thank you for your understanding

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A full refund of the $200.00

  Business response

  08/04/2024

  The customer refused services after the dispatch was completed. The driver was at the pickup location and ready to pick up the vehicle. However, for reasons unknown, the customer decided to cancel. As ********************* in the contract she signed, if a cancellation occurs after dispatch, the deposit is non-refundable. This situation resulted in wasted time for both myself and the driver, as well as fuel expenses.

  Customer response

  08/22/2024

  The customer decided to decline your incompetant driver to take my motorcycle and walk it down a dirt rocky driveway. This is a full dresser, not a small bike. Your driver was this stick figure that was supposed to walk my $30,000 bike down the driveway. Might I add not lisenced to ride a motorcycle at all. 

  I want my refund that was promised to me, per the email sent by your representative. If your such a great company that wants to keep customers, then maybe you should keep your representatives word. 

  The company I work for, stands behind their advisors. 

   

   

*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. ↩