Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Per contract with broker price to ship vehicle was $650. ****** needed a Zelle deposit of $150 to hold spot on truck per his text. Morning of pick up was told no drivers are available. ****** later called and advised new price would be $850 COD. I advised ****** that my contract clearly states the price is $650 , $150 Deposit and $500 COD. I also asked why I paid the $150 since he clearly stated the $150 was to hold the spot on the truck. He changed his story and and said this is a reservation fee to start the process to find carrier. I responded with a screen shot that he sent "There is $150 reservation fee in advance in order to secure your spot on the trailer and the rest of the balance cash on delivery" They provided several other bids of which none were close to the agreed price. I requested a refund and was told they had 5 days to find a carrier. After 1 week I still have not received a refund of my deposit. Very dishonest business model. Sucker you in with low price knowing you will be in a bind to pay any amount they come up with on the day you may have no options.

  Business response

  09/07/2024

  Dear *****************************,
  
  We would like to sincerely apologize for any inconvenience youve experienced. We are committed to making this right and have made several attempts to reach you via phone, SMS, and email, but have not received a response.
  
  Please get back to us at your earliest convenience, and we will work together to find a solution. Your satisfaction is important to us, and we are here to ensure that things are made right.
  
  Thank you for your attention, and we look forward to hearing from you soon.
  
  Sincerely,
  *********************
  Broadway Auto

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Broadway Auto Transport (BAT) regarding a breach of contract and refusal to refund my reservation fee. On 07/08/2024, I entered into a contract with BAT, LLC to transport my car from ** to ** for a total price of $1100 on 07/16/2024. The payment terms included a $300 reservation fee, which I paid upfront via Zelle, and $800 to be paid upon delivery (COD). The contract clearly stated a total price of $1100. One day before the scheduled pick-up on 07/15/2024, BAT demanded a price increase, offering rates $1700, which is significantly higher than our agreed contract price. BAT continues to offer prices above the contracted amount, ranging from $1500 to $1700. Despite my insistence on adhering to the original contract, BAT refused to provide the service at the agreed price and insisted on the increased price. When I requested a refund of the $300 reservation fee due to their inability to meet the contract terms, BAT refused, stating that they had spent money on load boards and did not have the funds to refund me. They also incorrectly claimed that I had rejected all carriers, despite the fact that the rejections were due to their demand for higher prices.Resolution Sought:I request a full refund of the $300 reservation fee, as BAT has not provided any service under the terms of our contract. Their refusal to honor the contract and subsequent refusal to refund my money constitutes a breach of contract and poor business practice.

  Customer response

  08/16/2024

  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,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested services from this company on 7.29.24. I have a contract, and referenced the contract number. Upon further review, I reached out to the company to cancel my order via the phone the same day. They claimed they could not find my order and hung up. I have sent several emails requesting the return of my money, but I have not heard back from the company.

  Customer response

  08/02/2024

  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,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 9th I signed a contract with Broadway Auto Transport LLC with a $200 payment via Zelle and $900 pending on delivery of my vehicle. The original pick-up date was Jul 27th but on July 26th they started having issues finding drivers to pick up the vehicle and suddenly the only options become more expensive then the contracted amount and the only reasonable option became less than trustworthy on their delivery record and insurance. They are now dragging their feet everyday, not assigning a reliable carrier within the contracted amount or timeframe and refusing the issue a refund and cancel the contract while they have clearly failed to deliver the service.The phone calls to this business have been utterly useless and I have record of extensive chat with their agent that is going nowhere.I'm attaching here a full chat between myself and their agent.

  Business response

  08/22/2024

  Dear **** ****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration youve experienced. We understand how important it is to have your vehicle transported as promised, and we regret that we have not met your expectations in this regard.
  
  To resolve this issue, we are offering a full refund of the $200 payment made via Zelle. We recognize that the delays and difficulties in finding a suitable carrier have caused significant inconvenience, and we want to make this right.
  
  Additionally, we would like to offer you the option of assigning a reliable and insured carrier at a discounted rate, which is lower than the original contracted amount. This will allow us to fulfill our service commitment to you while offering a reduction in cost due to the inconvenience caused.
  
  Please let us know how you would like to proceed, whether you prefer to accept the refund and cancel the contract or move forward with the discounted carrier assignment. We are committed to resolving this situation to your satisfaction and appreciate your patience and understanding.
  
  Thank you for giving us the opportunity to address your concerns.
  
  Sincerely,
  *********************
  ****** ******* ******** **** ********* *** **************

  Customer response

  09/06/2024

  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.
  
  I await a full refund.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a terrible experience with this company June 2024. They agreed to pick up my 2 vehicles 14 June and transport from ** to **. I was quoted $1500 for both ($800 for the *** and $700 for the sedan). I paid the reservation fee of $300 via zelle 17 May with a balance of $1200 remaining at drop off in **. It just so happened that the day before scheduled pick up he had a problem finding a driver and stated that the sole driver for the week is asking for $2400. Evidently, they copy and paste the same text to every customer at the last minute of the scheduled pick up date to increase the price which placed me in a bind because I had my flight scheduled to fly out of MD 2 days after. I bargained with him and we agreed on $2200. I paid $312 ($12 service charge) reservation fee with a balance due of $1600. This time I made the deposit with a credit card. He tried to persuade me to pay via Zelle because thats how they operate to ensure you dont get your money back. On 14 June he confirmed that he had a driver. However, when the driver called me to arrange pick-up he asked for balance due of $2200 and I was confused because I was informed that the balance due was $1600. I did a 3-way call with the driver and ******************* and come to find out that they tried to scam me and the driver as well and the driver said over the phone that he does not want to take the risk, did not want to do business with them and refused to pick up my vehicles. After we got off the call I requested to cancel service with BAT, LLC and requested a refund which he refused. Luckily, I was able to make other arrangements and had my vehicle picked up and transported NOT by Broadway Auto Transport, LLC. BAT, LLC did not fulfill their obligations and their part of the agreement and left me stranded. When I arrived in **, I disputed the credit card charge with my bank and the $312 was credited back to my account. Im yet to receive the refund of the Zelle payment of $300 which he refused to refund me.

  Business response

  07/17/2024

  Dear ***************************,
  
  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and frustration you and your daughter experienced with our services.
  
  We appreciate that you took the time to discuss your concerns with us over the phone. We are glad we could address your issues and make things right. Your feedback is important to us, and we are committed to ensuring that such incidents do not happen in the future.
  
  Thank you for your patience and for giving us another opportunity to serve you. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  
  Best regards,
  
  *********************
  Senior Manager
  Broadway Auto Transport

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company/Broker contractually agreed upon an all- inclusive fee of $1,100 to transport my vehicle from ** to ** on June 30th with deliver on July 3rd. After making the broker's required deposit of $300 to secure a transportation spot on a carrier, the broker claimed he was still trying to find a spot and did not confirm with me that he had a transport driver and space for my car until less than 24 hours of my scheduled move. He then stated that there was a problem and that the driver would only do it for $1,500. Being that my impending move was the next day, The broker took advantage of this with less than 24 hours of our agreed upon date. I negotiated another $100 off with him and ultimately paid at total of $1,400. $300 more than our agreed upon original contract. He then proceeded to send me a new contract for $1,400. In looking at complaints about this company on this BBB website, it can easily be seen that this tactic or better word "sceme" is that this last minute increase is a typical business practice for this broker. I urge the reviewer of my complaint to please check those reviews out for very similar complaints. Shame on me for not checking here first. I am seeking a $300 refund as per the original contract quote/price. ( your Desired resolution fleld below does not allow for the amount of refund desired.)

  Business response

  07/18/2024

  Dear *************************,
  
  We deeply regret the inconvenience and frustration you and your daughter experienced with our services. Your feedback is extremely important to us, and we appreciate you taking the time to share your concerns.
  
  We are pleased that we could discuss everything over the phone and work towards resolving the issues you faced. It is our priority to ensure that such situations do not recur, and we value your input in helping us improve.
  
  We appreciate your patience and understanding, and we are grateful for the opportunity to correct the situation. If there are any further questions or additional assistance you need, please feel free to reach out to us.
  
  Thank you once again for your trust in our services.
  
  Best regards,
  
  *********************
  Senior Manager
  Broadway Auto

  Customer response

  07/22/2024

  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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  June 17th I contacted Broadway auto transport and they requested a Zelle of ****** to reserve. A week later tbey called and said they needed another ******. They texted and said driver would arrive July 1st between 3 and 5 pm no one showed up or called us. We called the next day and the customer service agent was rude and hung up on me when I asked if this was a scam. My husband called the text number and they said they would have a driver today July 2nd by 1pm. When I called the number to confirm they did not answer and recording said magicjack customer is unavailable. I will call the back to ensure we get credited tbe amount we paid if they do kot show up today. I can not believe this is coming practice and no one shut them down.

  Customer response

  07/11/2024

  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,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter and I first dealt with this company back in April 2024. It was a bad experience then but because we were offered a discount to try them again if we took down our bad review, we took the chance and tried them again. In April we were quoted a price of $750 to transport my daughters car but as the time came to pickup the car, we were told they couldn't find anyone with an open container (least expensive) to do it. Which we weren't told that it made a difference in price until this time. We were told the price would be $900 now. We paid it because she needed her car. After complaining and giving them negative reviews, we were told, by a manager (**************** believe) that we would get a 25% and $100 refund if we took down the review off Goggle and try them again. *****, the rep offered us a 50% discount. So we tried them again. We reached out to *****, he was rude again and told us no because he got in trouble for the reviews. We had received a quote in June 2024, from ****, of $450 for this transport so we decided to go ahead anyway thinking surely we would not have the same issue. We were so wrong. Again when the date came, my daughter is told they could find anyone in the area for her date and the price would now be $270 more. Of course we had to do it because they had a deposit which is non-refundable and she needed her car. This seems to be a practice of this company upon my research of them. We are asking for a refund of the amount we paid over the quoted price and a refund of what the discounted amount would have been.

  Business response

  07/08/2024

  Dear *************************,
  
  Thank you for reaching out to us and sharing your experience. We sincerely apologize for the inconvenience and frustration you and your daughter encountered while using our services.
  
  We are grateful that you took the time to discuss the issues with us over the phone, and we are glad we were able to address your concerns and ensure everything is right again. Your feedback is invaluable, and we will ensure that such incidents do not occur in the future.
  
  Once again, we apologize for the inconvenience and appreciate your patience. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  
  Thank you for giving us another opportunity to serve you.
  
  Best regards,
  
  *********************
  Senior Broker
  Broadway Auto Transport

  Customer response

  07/08/2024

  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,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I reached out to the company for a quote on getting our 2 cars transported from nashua NH to ******** AZ, after receiving the price of $2200 I agreed and signed a contract. I also asked the rep in writing if that was the final price and was told "That is final price" we were on a budget for this move so I didn't want any changes as I had read reviews of this happening with other companies. I made the deposit of $300 and was told id hear from them on Monday (6/17/24) when the cars were to be picked up. On Saturday 6/8/24 I reached out just to make sure everything was still in order. The rep responded stating that he was still working on it and had a few offers higher than what we agreed on so he hadn't assigned one yet but he would update me Monday morning when there would be one for the correct price and for me not to worry. Well come Monday morning the day the cars are supposed to be picked up I receive a phone call saying that my original price of $2200 is now going to be $2800 for our cars. I explained this is not what was in the contract we signed and this is why I asked if the price was final, all I got were apologies and and offer of $100 discount from the company and the driver, bringing our total to $2600!!! since we were flying out the next day we didn't have a choice and were pretty much forced into paying that and also add another $100 onto the $300 deposit we had already made. This is just sneaky to me and unprofessional! they should not be allowed to tell you the price is final especially when people are on a budget for huge moves across the country. it set us back with a lot of other things we needed to do. I felt scammed and taken advantage of and wouldn't recommend this company to anyone just because of this.

  Business response

  06/29/2024

  Dear ************;*******,
  
  We are deeply sorry for the inconvenience and frustration you experienced with Broadway Auto Transport. Your feedback highlights areas where we need to improve, and we sincerely regret not meeting your expectations.
  
  While we are glad that we were able to follow up with you, we are glad that we were able to follow up with you and ensure that your concerns were addressed. Our aim is to treat every customer with respect and provide reliable service, and we are pleased that we could ultimately make things right for you.
  
  Thank you for your patience and for giving us the opportunity to rectify the situation. We are committed to learning from this experience and improving our services for the future.
  
  Sincerely,
  ********************* - Senior Manager
  Broadway Auto Transport

  Customer response

  07/04/2024

  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,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  If I could give zero stars, I would. I decided to use this company because they promised to transport my car for $1,400 by noon the next day. Unlike other companies that aggressively pursue your business, this one seemed proactive and trustworthy. ********************* was the agent handling my request, and I was charged a $208 fee upfront. But the service was never delivered.***** claimed there was an issue with his assistant and gave me the runaround all day. I had to step out of important meetings at work to deal with his calls and emails, yet Broadway Auto Transport still failed to follow through. Suddenly, the price jumped to $1,900, which was not what we agreed upon. Despite his initial assurance that my vehicle would be picked up by noon the next day, he couldn't even find a driver.Due to their incompetence, I am now incurring storage fees. If they had been honest about their inability to fulfill the contract, I could have made other arrangements. Instead, I wasted my entire day waiting for them to come through. To add insult to injury, ***** harassed me in the evening with offers to "make it right," but only if I paid $500 more than our original agreement. Despite repeatedly asking for a refund of my $208, I am still waiting.This company is an absolute joke. Save yourself the headache and choose a different transport service. They have no respect for their customers' time or money and are completely unreliable. I will never do business with them again, and I hope my experience warns others to steer clear.

  Business response

  06/17/2024

  Dear ***********;*******,
  
  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you have experienced. We understand how important it is to have reliable and timely service, and we regret that we fell short of your expectations.
  
  We want to assure you that we are committed to resolving this issue and finding a satisfactory solution for you. Our team is actively working to address the concerns youve raised, and we are taking extra steps to explore alternative options for transporting your car as quickly and efficiently as possible.
  
  Regarding the refund of your $208, we have no issue processing this for you and will expedite it immediately. We are also reviewing our internal processes to ensure that situations like this do not happen in the future.
  
  We ask for your cooperation and understanding as we work to make this right. Please give us the opportunity to correct our mistakes and regain your trust. Our goal is to ensure your complete satisfaction, and we hope to find a resolution that meets your needs.
  
  Thank you for your patience, and we look forward to resolving this matter promptly.
  
  Sincerely,
  
  ********************* - ********************************* Team  
  **********************

  Customer response

  06/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Good evening,

  Thank you for responding. I will look for the refund and expect it within the next 5 business days. Once received, I will close the case.

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

  
  

  Business response

  06/29/2024

  Dear ***********;*******,
  
  We sincerely apologize for the inconvenience and frustration you experienced with our service. Your feedback is very important to us, and we take it seriously.
  
  We understand that the situation did not meet your expectations, and we are truly sorry for the inconvenience caused. We appreciate your patience and understanding as we worked through the issues. We are glad that we were able to follow up with you and ensure that you were treated with the respect and care that every customer deserves.
  
  We are pleased that we were able to talk and ultimately make things right. Thank you for giving us the opportunity to address your concerns and improve our service.
  
  Best regards,  
  *********************
  Broadway Auto Transport

  Customer response

  07/01/2024

  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,
  
  ***************************
  
  
  
   
  
  

*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. ↩