ComplaintsforNexus Auto Transport

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 3, 2024 I contracted Nexus to transport a vehicle from ********** to ********. Nexus contracted that job out to a 3rd party tansportation company. Upon receipt of the vehicle on Jun 12th, the car was severely damaged with over 200 dents (I believe it was hail but no confirmation). I was told from Nexus that this is the responibility of the 3rd party. I contacted the 3rd party insurance and they say that it is considered *************** and that does not cover "Act of God" damage. Nexus refuses to cover as well. The estimates for the repairs are over $8,000. It is the responsibility of Nexus to only use 3rd party companies that have ample insurance (this is stated on their website) and they did not. Now Nexux will not answer emails or accept calls to try and bring this to resolution.

  

  Business response

  07/16/2024

  We do thank our customer for getting in touch with us and we appreciate the opportunity to address our customers concerns.
  After a thorough review of our internal records, we have gathered the following information regarding the recent vehicle transport:
  
  On May 24, 2024, the customer placed an order to ********************** their vehicle from *******************,** to **********, **.
  Nexus Auto Transport dispatched GES Transportation ** as the carrier responsible for picking up and delivering the customers vehicle.
  Following the delivery, the customer reported damage to their vehicle that occurred during transit. We promptly provided the Certificate of ******************* from the carrier company and advised the customer to file a claim for the reported damage.
  
  We regret any inconvenience caused if the customers claim was denied by the insurance company. As an auto transport broker, we do not have the authority to influence insurance decisions.
  It is important to note that the carriers **************** which all carriers in our industry utilize,was valid during the entire transit.
  In the spirit of maintaining a positive business relationship, the carrier company extended an offer to repair the vehicle before the customer filed a claim with the insurance company.
  Regrettably, the customer declined this offer.
  
  Should you require further documentation or clarification, please do not hesitate to reach out.
  We remain committed to addressing any additional inquiries.
  
  Kind Regards, 
  Nexus Team

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a order to have my car shipped from ******* ******* to ********************* and received a quote for ****** that my vehicle would guaranteed be picked up on 05/28/2024 and delivered on 05/30/2024. The company found multiple carriers that would transport my vehicle however on the 28th, 29th and 30th I was told there were no carriers and on the day of the alleged delivery this company raised the rate for my delivery from ****** to ******* and this process occurred several times over a week or two until finally the tried to charge me ******* for delivery constantly raising the price as if I were desperate for delivery. I refused to be scammed in their bait and switch tactics!

  

  Business response

  06/12/2024

  We would like to express our gratitude to our valued customer for reaching out to us via the **********************.
  
  As a company that holds transparency in high regard and has been acknowledged by tens of thousands satisfied customers, we are fully prepared to provide additional clarification regarding the complaint raised by our customer.
  
  The customer had arranged for a service on May 16th for the transportation of their vehicle from *******,** to ***********, ** on May 28th.
  
  On the scheduled day, Nexus Auto Transport was successful in identifying a carrier company that showed interest in managing the customers vehicle and was open to price negotiation.
  
  In line with our duty, our team members reached out to the customer to discuss the offer.
  
  We are obligated to present any proposal from a carrier company that is open to price negotiation, be it a slightly higher or occasionally even a lower price, and to ensure mutual agreement between all parties involved.
  
  However, the customer decided not to accept the offer from the carrier company.
  As a result, we continued our efforts to find an alternative carrier company.
  
  We would like to clarify that Nexus Auto Transport did not suggest a price of $1800 as indicated in the customers complaint.
  
  Our most recent interaction with the customer occurred on May 30th. Since then, we have been unable to re-establish contact with our respected customer.
  
  We regret any inconvenience that *** have been caused and we are committed to resolving this issue in a manner that is satisfactory to our customer.

   

   

  Kind Regars, 
  Nexus Team

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked Reservation pickup on the 4th of June. That day cam and went and here I am on Day 2 and nothing still!.. I am getting the run around they are unable to find anyone. After 6th attempt to get pickup, I found out the price I got this at is too cheap and was offered $1,400.00 to get it picked up.I find this company unethical and horrible customer service!

  

  Business response

  06/08/2024

  We do thank our customer for getting in touch with us.
  
  Upon checking our internal records we have found out the following:
  
  The customer placed an order to ********************** his vehicle from *********, ** to Banner Elk, MD.
  
  Nexus Auto Transport did assign a carrier company Your Best Transport to pick up and deliver customers vehicle.
  
  Due to an unforeseen shortage of carriers on this route, Nexus Auto Transport managed to find a carrier interested in picking up the customers vehicle and open to price negotiation.
  
  After discussion with our team members, the customer chose to accept the offer and agreed to the revised terms of cooperation. Consequently, we coordinated with a carrier company Your Best Transport to pick up and deliver customers vehicle.
  
  The customer had the option to decline the offer from the carrier company. If that had been the case, our team would have continued their efforts to secure a driver at the initially quoted price. As a brokerage company, we dont have the authority to make decisions on behalf of our customers or influence their choices. 
  
  Kind Regards, 
  Nexus Team

• Initial Complaint

  05/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I retired from the military in ********* and moved back to *******. I needed my 2017 dodge charger shipped from ********** to *******. I was paired with **** trans llc through a third party shipping company. I finally got my car December 29 2023 around 11 pm and noticed damage. I woke up the next morning to go look at the damages my fenders were broken and were taped together with black tape. My roof was dented and painted over with white paint. My rear window was broken and he tried to replace it but the shattered glass from the old window was in my backseat and on the floor. I noticed my rear window was different because I had it tinted and he returned it to me without tint and the installation was also done wrong. I reached out to him and he said he would cover the damages and he blocked my number. I just want him to cover the ************************* to repair my car.

  

  Business response

  05/25/2024

  We do thank our customer for getting in touch with us.
  
  Upon checking our internal records, we have found out the following:
  
  The customer placed an order to ********************** his 2017 Dodge Charger from *************, ** to *******, Ga between the 26th and the 27th December, 2023.
  
  Nexus Auto Transport arranged and dispatched a carrier company called Alex ***** LLC.
  
  The vehicle was delivered on the 29th of December 2023. and on the 30th December 2023. our customer called to report the damage.
  
  Our team members have sent the Certificate of ******************* (COI) of the carrier company by email on the 30th of December 2023.
  
  Since then we have not heard from the customer and we were not informed about any issues regarding his claim.
  
  If the customer submitted a claim, we strongly advise our customer to get in touch with the insurance company and check the status of his claim.
  
  For any additional questions, we remain at customers disposal.
  
  
  Kind Regards, 
  Nexus Team

  Customer response

  05/28/2024

   
  Complaint: 21687428
  
  I am rejecting this response because:
  I contacted progressive which is his insurance company, they came out and noticed that he didnt even replace my back window properly that he damaged. They took pictures, I showed them before pictures and proof being that there is still broken glass in the back of my car. They finalized and said he wasnt at fault. I just need him to cover the damages.
  Sincerely,
  
  *********************

  

  Business response

  05/31/2024

  We do thank our customer for getting back to us.
  
  After checking the official Bill of Lading (***) document signed on delivery - the customer signed off for the vehicle with no damage.
  
  We are attaching the *** for customers reference.
  
  The condition of the vehicle on delivery is stated as Same as pickup
  
  The customer sent us screenshots of a conversation between him and a person who is not an employee of Nexus Auto Transport.
  
  

  Kind Regards,
  Nexus Team

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a quote for $695 for auto transport from ************* ** to ************. I called a week before pick up date of April 30th and asked if this price was in concrete with no bait and switch, they assyred me and promised that is the correct *****. They called me on the day of pick up and increased the price to $1125.00 typical bait and switch and scam. I want my additional payment returned.i have a written quote with no small print furnish upon request

  

  Business response

  05/19/2024

  We thank our customer for reaching out to us.
  
  After reviewing our records, we have found the following information regarding the customer's order:
  
  The customer requested *************************** for their vehicle from *************, ** to *********, **.
  
  Nexus Auto Transport actively worked to assign a carrier for the transportation and provided updates throughout the process.
  
  On April 29th, Nexus Auto Transport found a carrier willing to pick up the customer's vehicle and negotiate the price.
  When a carrier is willing to negotiate the price, we are obligated to present the offer to the customer for consideration.
  
  Our team promptly informed the customer about the offer and the customer accepted the offer and agreed to new terms. As a result, we arranged for a carrier which successfully picked up and delivered the vehicle.
  
  It's important to note that if the customer had rejected the carrier's offer, we would have continued working to secure a driver at the originally quoted price.
  
  As a broker company, we cannot make customers accept offers or influence their decisions without their explicit consent and approval.

   

   

  Kind Regards, 
  Nexus Team

  Customer response

  05/20/2024

   
  Complaint: 21710903
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business response

  05/25/2024

  We do appreciate customers response but unfortunately we are not able to understand reasons for rejecting our response as our customer did not provide any.
  
  Our team remains open to dialogue and will be happy to communicate on any issue that our customer might have.

   

  Kind Regards, 
  Nexus Team

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/6/24, I received a call from Nexus Auto Transport saying if I paid an extra $165.00 they would pick my car up either later in the day or the next. I told them I called in January and was quoted a price of $835,00 and I was not willing to pay $1000 on the day of pickup. They never picked up my car or called me to say they were not coming. I think this is a mean trick and they are not a reputable company to pull this.

  

  Business response

  05/13/2024

  We would like to thank our customer for getting in touch with us.
  
  Nexus Auto Transport team members are actively working on dispatching a carrier to transport customers vehicle and providing updates during the process.
  
  
  Since an unexpected and unpredictable shortage of carriers occurred on this route, Nexus Auto Transport did find an interested carrier to pick up the customer's vehicle that was willing to negotiate the price with the customer.
  
  ********************** team members contacted the customer on the 6th of May to inform him about a potential option.
  Whenever a carrier company is willing to negotiate the price with the customer by offering a slightly higher price (or in some instances even lower price) we are obliged to present that offer and to check if both parties are agreeing to it.
  
  
  Since the customer decided not to accept the offer from a carrier company that was willing to negotiate the price, we have disregarded their offer.
  
  The customer was never charged any amount for any of the services.
  
  We do apologize for the inconvenience caused.
  
  
  Kind Regards, 
  Nexus Team

  Customer response

  05/13/2024

   
  Complaint: 21685870
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business response

  05/19/2024

  We do appreciate customers response but unfortunately we are not able to understand reasons for rejecting our response as our customer did not provide any.
  
  Our team remains open to dialogue and will be happy to communicate on any issue that our customer might have.

   

  Kind Regards, 
  Nexus Team

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/26booked car transport to be picked up on 4/28 or 4/29 called 5x to find out when and was lied to each time until the last call I was informed they have a shortage of drivers and dont know when they can pick it up Now I cant anyone else for a couple of weeks which puts me out of work Bad business

  

  Business response

  04/30/2024

  We do thank our customer for getting in touch with us.
  
  The customer placed an order with ********************** to ********************** his vehicle from ***************, ** to ************, ** between the 28th and the 29th of April.
  
  On the 29th of April, the customer called in to cancel the order and the cancellation was immediately processed.
  
  We do apologize for the inconvenience caused.

  Kind Regards, 
  Nexus Team

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked in January a round trip Pick up an delivery of my vehicle From ********* to *******, then ******* to *********. I was quoted and locked in the price of $1,900. The first leg went perfect. The return was a nightmare. They did not pick up the car on the day they said they would after I had contacted them 3 times prior to the date. I kept getting reassured they would pick it up without a problem. They finally called on the day of pickup and said that it would cost me $300 dollars more. I said that was unacceptable my quote was locked in at $1900 or $950 each way. They said they would keep trying. I informed that I leave at 5:35 the next morning that you need to get this today. At 6:00 I got a phone call and they said they could not find a driver. I said they should eat the extra cost and honor their quote. They refused my car did not get pick up for two more days. I had to make arrangements with one of the neighbors to take my are to the pick up point and I had to pay another $350 to get my car. I had no choice they would not honor the pick up day or the price. I needed my car so I paid the extra money.

  

  Business response

  04/23/2024

  Upon checking our internal records, we have found out the following:

  Nexus Auto Transport quoted the customer a certain amount to ********************** his vehicle from **************, ** to *******, **. The said price was based on our internal data and the historical evidence of the route. It was the price carrier's requested in the past on this route, for the vehicle of the customers size.

  However, an unexpected and unpredictable shortage of drivers occurred on this route at the time of the customer's pick up window. ********************** did find an interested carrier to pick up the customer's vehicle, but their asking price was slightly higher than what the carrier's typically request on this route. Nexus team members negotiated to bring the price down and when we reached the carrier's lowest acceptable price, we contacted the customer to inform him about the offer.

  As a transparent company, whenever a carrier company is willing to negotiate the price with the customer by offering a slightly higher price (or in some instances even lower price) we are obliged to present that offer and to check if both parties are agreeing to it.

  The customer accepted the offer and therefore agreed to new terms of cooperation. Nexus Auto Transport arranged and dispatched a carrier that successfully picked up and delivered the vehicle. As a broker company, we do not have a way to decide anything on our customer's behalf or to influence their own decisions. The customer had an option to reject the offer that was presented to him. In that case, Nexus would have continued with their work until they have a driver assigned for the quoted price.

  To summarize, Nexus Auto Transport has no way to make the customer accept any offer or pay any price without his direct and explicit consent.We would, however, like to thank our respected customer for his patience in this process and we would like to apologize for any inconvenience caused.

  Kind Regards,
  Nexus Team

• Initial Complaint

  03/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  3/14/2024 Paid $1,869.00 for order #******-YS with a pick up 3/21 in ******* and delivery 3/30 in **********. Received email with carrier contact information and confirmation/receipt for services.3/28/2024 - 8:17p-called Nexus to see if they had info on delivery. Was told that they would check with transport company and call first thing in the morning.3/29/2024 - 12:09p-Called Nexus for an update since I didnt receive call as promised. Verified delivery date 3/30.-12:25p-Called Nexus back and told them what I was told by manager {Called **************** LLC and said delivery 4/3-4/4. He said the driver got sick and they had to send another driver.}. She said someone was on the phone with the transport company and someone would call me back.-12:36p-Got call back from Nexus. She apologized for the delivery delay and said she could refund $100. I expressed concerns about no communication, no other arrangements made, would be in ********** for 6 days without vehicle and personal items. She said that she was looking into all of it. I told her I would escalate the issue and wanted to know who I should talk to other than the BBB. She said she was a supervisor and ensured that she was working diligently to figure it out. She said that she would stay in contact with the transport company to apply pressure to get the car delivered quicker. She assured me that she would call me back later in the evening with an update and daily as she would call them daily for an update.-7:26P-Nexus called and said no update available because company was closed. Said that they would call the transport company in the morning around 8a-9a and then call me. 3/30/2024 - Received no call from Nexus.

  

  Business response

  04/02/2024

  We do thank our customer for getting in touch with us.
  
  Nexus Auto Transport team members are actively communicating with the trucker and providing transit updates on a daily basis to our customer and will keep doing the same until the vehicle is delivered to its destination.
  
  We do want to apologize to our customer for the inconvenience because of this delay and the customer will be offered a discount. 
  
  The amount of discount will be discussed with the customer directly (or through ********************* as soon as the vehicle gets delivered. 
  
  Once again, we do apologize for the inconvenience but as a company that cares about its customer and understands their needs - we will do our best to get this unpleasant situation resolved. 
  
  

   

  Kind Regards, 
  Nexus Team

  Customer response

  04/09/2024

   
  Complaint: 21509398
  
  I am rejecting this response because:

   

  The offers that I received starting at $100 and ending at $300 are unacceptable. The late delivery costed us more than $1,000 not including my time making and taking phone calls. The lease for the apartment rented at the delivery address was based on the 3/30 delivery date. Had we known that the delivery would not have been until APRIL 5TH then the amount to move in would have been less. That in itself was $800 unnecessarily spent. The flight was more expensive based on the arrival date. Again had APRIL 5Th been the scheduled delivery then the flight would have been less costly. Then there's the items that had to be purchased since they were in the vehicle being transported and also the Uber fees for transportation all because the delivery was six days late and no fault of ours.  Also note that there were multiple delivery dates provided: 1) 3rd or 4th, 2) 4th, 3) 4th or 5th, 4) 5th. It was impossible to schedule anything that needed to be done related to getting things situated for a new dwelling (pick up utility equipment, errands, etc...) that required either items in the vehicle being transported or transportation to and from locations. The vehicle was being transported from ******* across the country to Washington. The vehicle did not leave ******* until 3/28. For seven days the vehicle sat 1h:50m away in ******, **. So the above stated $1,000 does not take into consideration the transportation fees for local driving since the vehicle was not in our possession and instead less than two hours away when it could've been kept and used at home.

  In my conversations with ******, Deputy Manager, I was consistently told that the carrier that THEY chose was not willing to give any credits. I'm not looking for credits from the carrier since I had the agreement with and paid Nexus. I have asked on multiple occasions for contact information for corporate or anyone that handles escalations above Deputy Manager. I was once told by ****** that she would get a message to the manager but later advised that the manager would not be able to do anything more than a $300 credit nor was s/he accepting calls. I was also told that the ** and the owner were not accepting calls. I asked for an email address and was provided the same email address that I had sent correspondence to on 3/30/24. ****** told me that she did see any emails, would look into it, and get back with me (that was 4/5/24) and I have heard nothing back on the matter nor have I received a response to the email.

  The lack of communication is unacceptable. The failure of Nexus to take ownership of the situation and to come to a reasonable resolution is also unacceptable. There was not consistent updates until I filed a complaint with the BBB which is absurd. It should not take an escalation to the BBB to prompt an outreach by the company who has already been paid in full for services under an agreement and that stated agreement was not upheld by the receiver of the funds. We did our part. We scheduled as we were told to. We paid as we were expected to. The expectations of us, the consumer, is that the company would uphold the agreement which was not achieved.

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

  

  Business response

  04/12/2024

  We do thank our customer for getting back to us.
  
  
  Once again, we do apologize for the inconvenience caused by the delay in the delivery of the customer's vehicle and we appreciate her patience in this process.
  
  Upon checking the official document (Bill of Lading) provided by the carrier company, the vehicle was picked up and successfully delivered.
  Keeping in mind it took a little longer than expected, Nexus Auto Transport has already offered a discount to our customer which she has respectfully rejected.
  
  Our team members were providing daily transit updates to the customer and kept her informed on the progress.
  Transportation services are subject to delays caused by numerous factors prior to or during transport of a vehicle, many of which are out of the control of Nexus Auto Transport and the Carrier.
  Therefore, neither Nexus Auto Transport nor Carrier guarantee pick up or delivery dates, times or location.
  
  As indicated in our previous response to the Better Business Bureau, our customer has been receiving updates on a daily basis (sometimes even twice per day) and she was also offered compensation for the inconvenience caused in the amount of $300 which represents more than 15% of the full rate.
  
  We are also sharing the link for further reading if the customer wants to know more about the Terms and Conditions of the service which represent legally binding agreement between Nexus AT LLC and a customer: ******************************************************
  
  Kind Regards, 
  Nexus Team

  Customer response

  04/16/2024

   
  Complaint: 21509398
  
  I am rejecting this response because:

  While the date of delivery is "subject to change" per the Terms and Conditions: "Transportation services are subject to delays caused by numerous factors prior to or during transport of your Vehicle, many of which are out of the control of Nexus Auto Transport and the Carrier, including, without limitation, road conditions, weather, and mechanical issues. Therefore, neither Nexus Auto Transport nor Carrier guarantee Pickup/Delivery dates, times, or locations. Any estimate of Pickup/Delivery date, time, or location that is provided to you by Nexus Auto Transport or Carrier is approximate and subject to change." there was no communication of the change. The carrier's driver was ill and the vehicle did not leave our state for eight days. We were not notified of the update on the delivery. On March 29th, the day before the expected delivery, I called the carrier directly for an update and to coordinate the pick up time and location and was told then that the vehicle was still in our home state, a couple of hours away from our home, and not yet in transit due to the carrier having to retain a new driver because the original driver was ill. 
  

  When I reached out to Nexus I was told repeatedly that they had reached out to the carrier and waiting for a returned call; however, when I called the carrier directly I was able to successfully speak to dispatch. I did not receive returned calls from Nexus until I filed a complaint with the BBB. When I contacted Nexus I was told, on a recorded line, that it was standard practice for the carrier to notify Nexus in the event that a delay would occur and Nexus was unsure as to why the communication did not occur.  

  Having no access to our vehicle for the days that it sat near our home is unreasonable. It is also unreasonable that no communication was provided by Nexus (who received payment for services in full at time of booking confirmation) to the delivery date change. Additionally, it is unreasonable that the delay of the delivery was six days. The delay was not due to "road conditions, weather, and mechanical issues" rather it was due to a driver's illness. Poor planning and lack of communication resulted in financial hardship. Had Nexus practiced planning and communication then a couple of options could have occured: 1) I could have secured a different transport company or 2) Nexus could have secured a different carrier both of these options would have resulted in a quicker delivery than the current being six days after agreed upon.

  Aside from the delivery issue there is still the issue of being denied contact information for the General Manager and/or owner. I asked multiple times on a way to contact corporate and all I was provided was an email address. On April 5, 2024, during one of the calls (on a recorded line) I was provided the email address which I confirmed a few times. I told ******, Deputy Manager, that I had previously submitted a complaint to that email address on March 30, 2024. ****** stated that she did not see any emails and confirmed my email address which was the same on file. She said that she would look into it further and call me back with an update. I forwarded my original email from 3/30/24 to the same email address I sent it to originally as confirmed by Marina ******************************* on April 9,2024. As of the date and time of this submission I have not received a response to either email nor have I received the promised follow up from the call with ****** on 4/5/24.

  As a consumer, I should not have had to spend my time and energy calling both Nexus and the carrier for updates as well trying to resolve this dispute. The transportation of the vehicle was paid for with reasonable expectation that the delivery would be on or around March 30th. Again, the vehicle was out of my possession and unobtainable and unusable from the time it was picked up on the morning of March 21, 2024 until it was picked up for the trek to Washington on March 29,2024. It took the carrier a total of eight days to transport the vehicle; however the vehicle was not in my possession for 15 days making the vehicle inaccessible for nearly twice as many days as it took to make the trip from ******* to Washington. I'm certain that doubling the transportation time with no communication to me and Nexus' constant dismissal of their own accountability as well as denying me the opportunity to escalate and taking no further intrerest in resolving my complaint is unsatisfactory, to say the least.

  The $300 credit that was offered and rejected is not reasonable or a fair or market value. The $1,869 paid for transportation for eight days from ** to WA was a fair value; however that price for 15 days is not a fair value. 

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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 13, 2024, I got an agreement with Nexus that they would be delivering my truck from ***********, *****, to **************, ****. They provided me a quote for $1200.00 and guaranteed picked up on saturday at 4-5pm CT. However, the driver kept changing times multiple times and ended up getting the truck at 2am. Called me and woke me up. Terrible communication and confirmed it would be delivered monday for sure. However, didn't get delivered till 11am on tueaday. He told me multiple times monday with time changes and said for sure by midnight. I stayed up till 2am until i called the driver and he said he was sleeping and would be delivered in the morning. I would like to get compensated for my time since he charged 1500 total instead of 1200 when i was told. Im requesting $500 or $300 for my time and what I was told.

  

  Business response

  03/26/2024

  We do thank our customer for getting in touch with us.
  
  After checking our internal records, we have found out the following:
  
  The customer placed an order to ********************** his 2024 **** F-350 from ***********, ** to **************, **. 
  
  Nexus Auto Transport assigned a carrier company ****** Transport LLC and the customer's vehicle was picked up and successfully delivered. 
  
  We do apologize for the little delay and inconvenience that occurred, customers feedback will be used to improve the quality of our services in the future.
  
  Transportation services are subject to delays due to many factors that are outside of our and the carrier's control. 
  As a company that cares about its customers, we would like to offer a 5% discount for the inconvenience caused and we will be more than happy to refund it immediately after our respected customer contacts us or responds to the **********************. 
   
  For any other questions, we remain at customers disposal.
  
  
  Kind Regards, 
  Nexus Team
  
  

  Customer response

  03/26/2024

   
  Complaint: 21455513
  
  I am rejecting this response because I was quoted for $1,200.00 and I paid $1,500.00 for the delivery because the original driver "broke down" which I think was a way for the person to get more money. I'm requesting to be refunded $300.00 and not going to accept anything else. This is unfair for being quoted a lower amount and then all of sudden being increased when the truck didn't even get delivered in time that was promised. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/30/2024

  We do thank our customer for getting back to us.
  
  ********************** team members were actively working on getting a carrier assigned to transport customers vehicles and provided updates during the process.
  
  Since an unexpected and unpredictable shortage of carriers occurred on this route, Nexus Auto Transport did find an interested carrier to pick up the customer's vehicle that was willing to negotiate the price with the customer.
  ********************** team members have contacted the customer to inform him about an offer - whenever a carrier company is willing to negotiate the price with the customer by offering a slightly higher price (or in some instances even lower price) we are obliged to present that offer and to check if both parties are agreeing to it.
  
  
  An offer from the carrier company that was presented to the customer could have been ultimately rejected by the customer -in that case our team members would have continued with their work until they have a driver assigned for the quoted price.
  As a broker company, we do not have a way to decide instead of our customers or to influence their own decisions, as indicated earlier - the customer could have rejected the offer that was presented to him.
  
  In other words, Nexus Auto Transport has no way to make the customer accept any offer or  pay any price without his direct and explicit consent.
  
  Since the customer decided to accept the presented offer and agreed to new terms of cooperation, we have arranged and dispatched a carrier that successfully picked up and delivered the vehicle.
  
  
  As indicated in the previous response, we are happy to offer a 5% discount to the customer for the inconvenience caused and we do regret it if the customer is not willing to accept it.
  
  
  Kind Regards, 
  Nexus Team

  Customer response

  04/01/2024

   
  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. Please refund the 5 percent.

  
  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. ↩