Complaints

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In 2001 I had **** with Safeway Car Transport ship my two cars from **** to *******. I had no issues whatsoever then so when it came time to ship one of those cars from ******* to ********* at the end of May, I called him again. He took a $400 deposit from my daughter's bank account which I knew he'd do but unlike the first time **** didn't give us a confirmation email with details about the pickup and drop off. I called him several times and he never give us a date for pickup- would text saying he had a pickup. I'd ask when and where, and he wouldn't reply. We were up against a deadline, so I contacted Nexus Auto Transport. They instantly gave us a time, date, place, and confirmation mail. I told **** to give me a refund because he forced me to go with another company. He texted back saying and I quote My driver told me I just confirmed it. You do not have a company picking up tomorrow as you told me. You actually double booked it now. Because he wouldn't give me a straight answer. The driver we used was with Fair and Fast Auto Transport based in *******, not his company Safeway in ********. I have asked several times since May 28 to refund the $400 and to date- June 17, he has not so I am contacting the BBB to file a complaint. If he still refuses a refund after the BBB contacts him, what should be my next course of action? Please advise I'm very frustrated. Thank you, *************************

  Business response

  06/20/2024

  In regards to this complaint, originally when the customer placed the order they stated they wanted it picked up from 5/28 thru 5/30 with the 30th being the best as they were leaving 5/31. On the 28th I did speak to the customer verbally and she did ask if we had it finalized with a date. I replied back I had a carrier that was coming into the area and was waiting on a time back from the driver for pickup but looks like 5/29. After that she notified me she had another company working on it which I checked the national load board and her vehicle was listed with another broker, Nexus AT, as she stated in her complaint. When I texted her that information she replied back "Are you a spy?? Spying on ME?? STOP ARGUING WITH ME!!!
  GIVE OUR DEPOSIT BACK." I replied my driver confirmed that as well and she replied "STOP HARASSING ME!! I was not allowed based on her response to provide her with the carrier information we coordinated for pickup. She actually violated our order based on our terms preventing us to complete it as contracted. Per our terms "Any posted load by a competitor on the national load board during the term of this agreement is labeled as Double Brokering and will result in cancellation of this order and forfeiture of the reservation fee in full which will be non-disputable by the Client. (Double brokering restricts the actions of SWCT from delivering the services to the Client due violating the terms of the ******************* and can possibly increase the costs to complete the services for the Client)". This compliant is invalid as we would of been able to complete the requirements of the contract by loading the vehicle within the designated time of 5/29 frame had the customer not violate the agreement and double book the transport as she herself verified.
  
  Thank you, 
  
  *********************
  Safeway Car Transport
  ************

  Customer response

  06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

  
  I did NOT receive a contract. I did NOT sign anything whatsoever- no terms and conditions were given to me. My deposit was taken without any paperwork sent to me. If he claims it, he forged it because he only wanted the four hundred dollars. He would NOT give me a definite date/time/location for pickup which put me in a bind forcing me to look elsewhere. We had our lease ending, airline tickets and cross country furniture movers that was able to pack up and deliver our belongings- as opposed to just one car.  With them we had a definite date and time and a contract. So I do not accept this explanation of violating terms when terms were NOT given to me. I want my $400 deposit back. 
  
  Regards,
  *************************

*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. ↩