ComplaintsforSGT Auto Transport Corp.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired SGT ********************** to deliver a car for me from ********** to *******. I provided the car to them on Wednesday June 19th and told the car would be in ******* Saturday June 22. I told them I just need the car by Monday for work however Saturday comes, and you call the company and the response to the car won't be there today, Tomorrow. Then Sunday comes you check when the delivery is sorry, I can make the driver work 11 hours his logbook is full but will be there Monday *****. Monday comes and now still no car you can't go to work and the customer get totally screwed because I can't go to work either however the transport company still expects to be paid. This is totally unacceptable. If they could make the delivery, they should have never accepted the order. However, they still expect payment in full and you have no leverage as a customer to hold the business accountable for their work. I personally think they should provide me a full refund or reimburse me for having to use a car service to get to work and to my meetings 2 hours away which will cost half of what the shipping of the car cost. I really want someone to hold SGT ********************** Accountable. They should not be able to treat a customer like this and get away with it. Regards ***********************

  Business response

  06/24/2024

  Dear ****,
  
  We sincerely apologize for the inconvenience and frustration you experienced with your recent car transport from ********** to *******. We understand the critical importance of timely delivery, especially given your need for the vehicle to attend work.
  
  We would like to address your concerns and provide some clarification based on the terms and conditions of the signed contract. Specifically, point 17 states:
  
  "The customer further agrees and acknowledges delays may occur prior to, and/or during, transport of the Vehicle due to various issues, including without limitation driver shortage, weather, and road conditions. SGT does not guarantee any pickup or delivery times or dates. SGT and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason. Further, SGT and Carrier are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle."
  
  While we strive to meet our estimated delivery times, unforeseen circumstances such as driver logbook restrictions, weather conditions, and road conditions can cause delays. We deeply regret that these delays impacted your ability to attend work and meetings, causing significant inconvenience.

  We understand how disruptive this situation has been for you. Although we cannot provide a refund or reimbursement for car service expenses or for the delays as the delivery dates are not guaranteed as per the terms of our contract, we greatly value your feedback and will use it to enhance our services and further address the issue with the carrier company.
  
  We appreciate your understanding and patience regarding this matter. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Regards,

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 8, 2024 I signed a contract for SGT Auto Transport to deliver my ******************* car from *********, ** to ***********, **. SGT ****** picked up car on May 13, 2024 and promised a delivery date of no later than May 17, 2024. The ****** delivered my car to ***********, ** 3 days late and damaged. I receive my car at 1:15 am at night with a crushed roof and damage mirror. I showed the ****** *************************** the damaged roof and mirror. First he said he don't know happened. The ****** delivered my car on *************** which is one street over from my house where there was no lighting. It appears the ****** tried to conceal the damages intentionally by delivering my car late at night thinking I would not see the damages. My car body, vinyl sun roof and interior is totally black making it hard to see any damages. My friend and I noticed the damages with our cell phone lights. The ****** told me to call in and report damages to SGT. I told the ****** I need a written report of damages before he left. He refuse to give me a accident report. After I told him I need to call the police, he then went to his truck and filled in the bill of lading showing damages. I have submitted the car before delivery pictures and after damages picture's to SGT Auto Transport and ************************ I have also submitted to SGT and N Country Ins the bill of Lading filled in by ****** and 2 estimates for repairs and they have refused to give me a claim number or pay for repairs. The SGT ****** ******* called and ask me if he can pick car up and have it repaired. I told him no because when he delivered my car he was not honest and up front with me and tried to concel the car damages. I told him I would use the insurance provided by SGT in my order contract. I cannot trust him again with my car. The damages to my car my roof car has required me to put car in interior storage to prevent further water leakage to interior of car. I appreciate any help you can assist with please.

  Business response

  06/04/2024

  Dear *****,
  
  Thank you for reaching out. We are genuinely sorry to learn about the damage to your vehicle. Our team places a high priority on handling damage cases promptly and thoroughly. According to our records, the claims process has already been initiated, and we have been in contact with the insurance agency regarding your case. We have been informed by the insurance that they are working on it. Once they are done with the damage claim and number, they will reach out to you.
  

  In the interim, if you have any further questions or concerns, please do not hesitate to reach out to us. We remain committed to assisting you throughout this process.
  

  Best regards, 

  Customer response

  06/11/2024

  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: 

   Nothing has been resolved 
  The driver ******* continues to call  insisting that I not file a insurance claim and let him pick my car up for repairs. I told ******* again and again because he tried to conceal his transport damages to car I will not trust him anymore with handling my car. I told **************** will use *********************** that was given to me in my SGT ***** contract to settle repairs. Every ******************* is hand made and 99.9 percent of shops will not work on these cars. It requires a specialty auto body and vinyl top shop. I used the phone and drove for 4 days all over ************* and ************* trying to find a ******************* repair shop. After sending SGT and *********************** 2 estimates I still don't have a claim number or have reached a settlement agreement for repairs with SGT or the insurance. *********************** have not contacted me at all, I received only one email from ****************************; claims analyst stating send before and after accident photos with estimates which was done in May. I have not heard from SGT or *********************** since May. There has been no resolution, replies or changes since I filled this complaint. 
  
  Thanking you again for your consideration.

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

  Customer response

  06/18/2024

  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:

  Friday I received 1 phone call from ****** with SGT stating insurance told him they had been calling me but unable to reach me. I told ****** insurance has never called me at all. ****** then said he will ask his supervisor to see we can file a claim with  SGT *************************************** I received a call from ***** with SGT. ** said he was a supervisor and he said  it was my job to called insurance and get a claim number. I explain to him I have done that 3 times and sent all the documents they requested. I told him let's do a conference call and try to get to the bottom of this because SGT and Insurance is blaming me for not getting a claim number. ***** put me on hold over 20 minutes came back and said he spoke with a supervisor at *********************** ********* and she said they are waiting on a statement from the driver and my car need to be inspected. I gave them the address where car is being stored. I feel the driver needs to be inspected for trying to cover up the accident and holding back on his statement of how he damage my car. It appears the driver delaying trying to save his job, carrier record or insurance premiums from being raised or cancel. It also seems that SGT and *********************** is covering for each other hoping I will get frustrated and go away. June 20th wil be 1 month since the driver ******* delivered my damaged car and still no claim number has been provided to me by SGT or ***********************.

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

  
  
  
  
   
  

  Business response

  06/18/2024

  Dear *****,
  
  Thank you for your response. We would like to once again extend our sincerest apologies for the delays and inconveniences you have experienced. It is important to note that damage cases require investigation and may sometimes take longer than anticipated to be resolved. Our team is still actively working on the case and is in pursuit of the carrier for a potential resolution.
  
  We would also like to draw your attention to point 12 of the signed contract terms and conditions, which states the following: "12. Limitations of Liability and ******. SGT is a broker only and not a Motor Carrier. SGT has no responsibility to transport and deliver Customers freight but is solely responsible for arranging transportation with a motor carrier authorized by regulatory authorities. SGT is not involved in insurance matters or claims related to damage to the cargo. The Customers sole remedy for any claims for damage is against the Motor Carrier."
  
  Additionally, point 12(a) of the signed contract states: "Damage/Freight Claims. SGT **** facilitate and attempt to assist in the resolution of freight claims but has no responsibility or liability related to any claim. The Carrier is responsible for adjusting, paying, declining, or resolving freight claims."
  
  As per the terms and conditions of our contract, our company will facilitate and attempt to assist in the resolution of freight claims but holds no responsibility or liability for any claims. The current process aligns with the signed terms and conditions of the contract. Our team will continue to monitor the situation and we are available to assist you with any further questions or concerns you may have.
  
  Thank you for your understanding.
  
  Best regards,

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Porsche Taycan from a Porsche dealership in *********, ********. I hired SGT to ship my vehicle from ** to *****, *****. During transport, my vehicle was damaged (see all issues/images/receipts) and I was instructed by SGT to work through the carrier - ** ***** LLC. I obtained the name of the insurance *************** and submitted a claim. I was then handed off to a Great ************************ representative, *******************************. After submitting all relevant information, repair receipts, damage photos and everything required, I was told my claim was going to be denied due to carrier coverage. I specifically was told this by ***: Unfortunately Great American does not have coverage for this claim. A letter was sent to the insured this morning detailing this decision and the reasoning behind it. Since the policy is a primary holder policy, I am unable to divulge any policy details or our disclaiming reason to you. Please follow up with ** ***** if you have any questions regarding the disclaimer.SGT claiming that all of their carriers have coverage for any damage incurred to vehicles in transit is false. I had over 4200 dollars worth of damage (I only repaired the most critical due to the high cost) and no resolution by any parties involved. **** ** ***** LLC, Great ************************ and ************* do not provide coverage. Had I known this insurance coverage by a carrier is false, I would have never purchased a vehicle that needed to be transported so far. At one point, ******* and Great American told me to file a claim through MY INSURANCE. I wasnt even near the vehicle and I'm not paying a deductible for repairs when its SGT/** ***** and others at fault. I'm seeking to be totally refunded for the shipment and money for damages.

  Business response

  05/30/2024

  Dear ****,
  
  Thank you for reaching out. We are deeply sorry to hear about the situation and all the inconveniences you experienced. However, we would like to bring to your attention our damage policy, specifically point 12 of the signed contract, which states the following:
  
  "12. Limitations of Liability and ******. SGT is a broker only and not a Motor Carrier. SGT has no responsibility to transport and deliver Customers freight but is solely responsible for arranging for transportation of Customers freight with a motor carrier authorized to transport Customers freight by applicable regulatory authorities. SGT has no responsibility, liability, or involvement in the issuance of insurance, the denial of insurance, or the payment of claims. The Customers sole remedy for any claims for damage to the cargo is against the Motor Carrier. The Motor Carriers governing Rules Tariff and/or Carriers contract with BROKER determines the Carriers liability and limitations of liability. CUSTOMER is subject to such provisions of the Carriers Rules Tariff and/or contract with SGT. ********* Tariff terms or Insurance information will be provided to the CUSTOMER upon request. (a) Damage/ Freight Claims. SGT **** facilitate and attempt to assist in the resolution of freight claims but has no responsibility or liability related to any claim and any involvement by SGT in facilitating freight claims shall not be deemed as waiving SGTs absolute defense to freight claims. The Carrier is responsible for adjusting, paying, declining, or otherwise resolving freight claims."
  
  Our team worked diligently to help resolve the situation, however, as stated in the contract, SGT has no responsibility, liability, or involvement in the issuance of insurance, the denial of insurance, or the payment of claims.

  Once again, we apologize for any inconveniences caused.

  
  Best regards,

  Customer response

  05/31/2024

  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:

  On the SGT Auto Transport website, you specifically state *************** Coverage - Rest assured we got you covered" and when you scroll over the icon for more information it states "Rest assured, our all-inclusive car shipping prices already encompass comprehensive insurance coverage ensuring complete security for your vehicle during transport.  Your piece of mind is our priority, and we go the extra mile to provide a seamless and worry-free shipping experience from start to finish".  

  It seems that you DO NOT provide full coverage and DO NOT ensure the carriers you work with provide full coverage. A key reason I decided to work with SGT is that your company stated full coverage was included in the price.  Given the distance this car would be travelling - from ******** to ***** - this was a major concern of mine.  Your company is falsely advertising that the cars you transport are covered from damages during transport.  

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

   

   

   

   

  
  
  
  
  
   
  

  Business response

  05/31/2024

  Thank ****************, for your response. We would like to advise that, as agreed upon, the insurance certificate was provided. Unfortunately, as stated in point *********************************************** the signed contract and publicly available on our website *******************************************************, SGT has no responsibility, liability, or involvement in the issuance of insurance, the denial of insurance, or the payment of claims.
  
  ************ in point 12(e) you will find the following information regarding insurance:
  
  "(e) Insurance. CUSTOMER represents and warrants it has insurance or is self-insured to satisfy any damage or loss of freight involving the brokerage services of SGT. ************ CUSTOMER acknowledges that SGT is not obligated to provide cargo insurance and is not legally liable for any loss, damage, or delay of freight. SGT will provide details regarding the Carriers cargo insurance upon request."
  
  The terms and conditions of the service are transparent and publicly available on our website, as well as in the contract that each customer acknowledges before signing. Do not hesitate to contact us if you have any other questions or concerns.

  Customer response

  06/03/2024

  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:

  Your (SGT's) website is intentionally misleading. Stating that my vehicle is fully covered/insured when it IS NOT, is misleading and unethical.  You need to refund my transportation to cover a fraction of the repair damage done to my vehicle.  

  I understand what your fine print says but the advertising on your website says something very different. Its conflicting and you need to remove that verbiage to ensure other consumers have full transparency around what type of service they can expect from your company. 

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

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SGT guaranteed car pick up within a three day business window between May 6th through May 8th 2024. They did not meet this timing and offered me a pick up window three days later and for an additional $265 as well as $1,200 required in cash. This is the second time they increased cost from their quotes. They are doing false marketing by not meeting their pick up windows and charging more money last minute.

  Business response

  05/10/2024

  Dear ****,
  
  Thank you for reaching out and sharing your concerns. We would like to first offer our sincerest apologies for any inconveniences you experienced. We always strive for customer satisfaction, and we are sorry to hear that your experience was less than satisfactory.
  
  We would like to clarify that we operate with estimated, not guaranteed, windows, dates, and times for pickup, as stated in the contract. To avoid further delays, our team identified an alternative option that required additional funds. This option was presented to you and accepted, after which a contract was signed by you for the updated rate. Our team is trained to be transparent and always present any alternative options when they become available so we can allow the customer to choose the best course of action for them. Therefore, a refund cannot be provided as the option was accepted and approved by you as a customer before the driver was assigned.
  
  We appreciate you accepting the option; however, we understand your dissatisfaction that it was for a different quote than your initial one. As a token of apology, our company is willing to offer a $100 electronic discount code that can be used for ***************************. Please let us know if you accept this offer, and the code will be emailed to you promptly.
  
  We once again offer our sincerest apologies for any inconveniences caused.
  
  Sincerely, 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 3/20/24 my husband and I executed an agreement with SGT Auto Transport to move our ******************************************* *************, ******* to our current home in **********, ********. The pick-up window would be 3 working days, beginning 4/17/24. The cost (tariff) would be $669.00. I called SGT before I returned the signed agreement and asked if that quoted tariff was final. I don't know the person I spoke to but I was told the price was certain. I signed and returned the agreement. To my shock, when the 4/17 date neared, I called SGT and was now quoted a price $400 higher! My husband and I are on a fixed income and had just spent a considerable amount of money to move from ******* to ******** and that was just not in our budget. When we argued about the increase in price, SGT refused to talk about it and canceled our reservation on April 18. We then had to go to great lengths to find another way to move the car. It is now in ********, thanks to my 72 year old husband risking his health by driving it all night.

  Business response

  04/30/2024

  Thank you, ********, for reaching out.
  
  Firstly, we would like to offer our sincerest apologies regarding the difficulties you encountered with the service. Customer satisfaction is always our top priority, and we are sorry to hear that you remained disappointed with the service. However, we would like to note a few things regarding the case, as our team strictly followed the terms and conditions of the signed contract, which we are attaching here for your convenience.
  
  In point 17 of the contract, you will find the following: "17. Pick Up and *************** Delay. SGT shall provide the Customer with an estimated pickup date and estimated delivery date. The customer acknowledges and agrees that pick-up dates and delivery dates are estimates! The customer further agrees and acknowledges that delays may occur prior to and/or during the transport of the Vehicle due to various issues, including, without limitation, driver shortage, weather, and road conditions. SGT does not guarantee any pickup or delivery times or dates. SGT and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason."
  
  Regarding the price change, we would like to note that the order was booked with that price for the first available date in March, and the customer later updated the first available date for ****** which is approximately four weeks later than the initial window that the quote was provided for. Given the dynamic market, in point 3 of the contract, you will also find that quotes are valid for 7 days, as the market rates are dynamically changing, and a 3-4-week difference can affect the quote provided.
  
  Our team was transparent that for the current market rates, a carrier cannot be assigned for the price agreed upon, and it proceeded with cancellation, which is also in accordance with point 7(b): "SGT reserves the right to cancel the order at any time, at SGTs discretion."
  
  We deeply regret that we weren't able to complete the shipment for you and that you were left in such a difficult situation. However, it's important to note that all proper protocols were followed, and the contract policy was adhered to. When there are factors that are out of our control to complete a shipment before we cancel a certain order, we always make sure to present all possible alternatives to our customers to achieve a positive outcome, and the best option we had in the current moment was promptly and transparently presented to you.
  
  As all points of the signed contract were followed, and there were no charges made on your account, we won't be able to offer a refund or financial compensation for the situation. However, as a token of apology, we can offer a $100 discount gift code for ***************************. Please let us know if you find this compensation suitable, and we will promptly email you with the gift code.

  Customer response

  04/30/2024

  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:

  To quote ****** shipping, "Unfortunately, there are too many customer horror stories littered all over Yelp, the BBB, ****** and Transport Reviews highlighting the customer service problem. Sometimes its a case of car shipping companies not communicating with customers. Other times, its bait and switch where customers get an estimate online then discover its an inaccurate cost to ship a car...Given how common these bad experiences are, someone new to the industry might assume customer service is indeed dead and all car shipping brokers are unethical and dishonest."  That's my feeling about this experience, particularly after I called other auto shipping brokers.  Several quoted a ridiculous price of $350-$500 to ship my car from ******* to *********  They then swore that would be the total price, which I knew was a lie.  I found that to be typical of many brokers and just another example of SGT's deceptive practice.  No thank you to a $100 restaurant discount code.  Communicate better - I know you can. 

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

  
  
  
  
   
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with SGT ********************** to transport a recently purchased car from *** Irvine to my home in ************. To date, they have been unable to fulfill the contract. Twice the engaged trucking companies had breakdowns on their transport vehicles, (once the trucking company and SGT failed to notify the dealer - pickup location- and me of the delay) and once the pickup date was scheduled incorrectly such that it may be delivered when there is roadwork being done on the street. I advised the supervisor that the roadwork was being done through May 8, and that delivery on the weekend is the only choice, as the road may be blocked off. I was promised that the pickup would be 4/27 with delivery 4/28. I received a text message 4 minutes before their phone support finished for the day that the pickup would be 4/28, with delivery 4/29 (during the week when the roadwork would be occurring.). I called and was on hold for ****************************************************************************** to the chat, as the heavy phone traffic It is extremely difficult to reach a supervisor and the business is unresponsive.

  Business response

  04/29/2024

  Dear ******,

  Thank you for reaching out. First, we would like to offer our sincerest apologies about this situation. Customer satisfaction is of utmost importance to us, and we are sorry to hear that your experience was not a positive one. As per our contract, the dates and times provided are estimated, not guaranteed. However, we understand the inconvenience you experienced with this situation, and we would like to assure you that the situation will be evaluated and reviewed to identify areas where we can further improve our services.

  Regarding the settlement request, which is a refund, we would like to inform you that the request was received and honored, and the refund was issued on 4/28 from our side. We once again apologize for any inconvenience caused, and we remain available to assist. If you have any questions or concerns, we would be happy to help.
  

  Best regards,

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have received a refund from 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

  04/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We can NEVER recommend SGT Auto Transport. We were transporting a VW Jetta from ** to ******* for a Mentally Handicapped Individual. There was a deposit for 199 on our credit card and he was to pay 551 on delivery as the contract stated. There were a few personal items in the Jetta weighing less than 40lb and were told this would not be a problem. He was pressured by the driver to Zelle a total of 1006 to cover the extra items or the vehicle and its contents would be kept by the driver, so he paid the extorted amount. This is not a company to be trusted. We strongly recommend going elsewhere."4/12/24 After numerous emails, text, and phone conversations with SGT was told that since the zelle payments were made to the driver, there was nothing they could do. What a crock! What crooks! They knew that pressuring a Mentally Handicapped person would get them more money and they did. This is disgusting.

  Business response

  04/12/2024

  Dear *****,
  
  Thank you for providing us with a detailed account of your recent experience with our services. We sincerely apologize for the challenges and frustrations you encountered during the process of shipping your car. We take all feedback seriously and are committed to addressing any concerns raised by our customers.
  
  First and foremost, we want to assure you that it is never our intention to take advantage of anyone, regardless of their circumstances. We understand and respect the challenges faced by individuals with disabilities, and we strive to provide exceptional service to all of our customers.
  
  Regarding the specific issues you have raised, we have conducted a thorough investigation into the matter. While we acknowledge the carrier's claim regarding the additional items in the vehicle, we also understand your position that you do not have proof of loading more items than agreed upon. We will take this into consideration as we continue to investigate the matter. While we acknowledge that there *** have been miscommunication or misunderstanding during the payment process, we must clarify that we did not pressure or coerce you into using Zelle as a form of payment. It is our understanding that ***** was a preferred method of payment for you, and our carrier agreed to accept it. However, we recognize that there appears to be conflicting information regarding the status of the payment made via Zelle. Our carrier has provided us with evidence indicating that they have not received the funds, despite your assertion that payment was made. Our priority is to ensure that both parties involved are treated fairly and that any discrepancies are addressed appropriately.
  
  It's essential for us to obtain all relevant evidence, including any proof of payment made via Zelle, to fully understand the situation and facilitate a fair resolution. We encourage you to provide any documentation or information you have regarding the transaction to help us in our investigation.
  
  We are committed to ensuring a transparent and equitable resolution to this matter and appreciate your cooperation in providing any additional details that *** assist us in reaching a satisfactory outcome.
  
  Thank you for your patience and understanding as we work to resolve this issue.
  
  

  Customer response

  04/12/2024

  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:

   **** was never our option, we would have preferred AMX, but the driver insisted for zelle or cash.  The auto was delivered to a man with diminished capacity and your driver took advantage of him by telling him to pay 1006 now or he would take the car away; this is in addition to the 199 deposit for a service that we signed for of 750.  Do, you took overt 1200 for what was to cost 750.  Shipping agreement is attached

   

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

  Business response

  04/15/2024

  Dear *****,

  Thank you for reaching out to us regarding your recent experience with our services. We appreciate the opportunity to address your concerns and provide further clarification.
  We understand your preference for using AMEX for the transaction and apologize for any inconvenience caused by the driver's insistence on Zelle or cash. It's important to note that we presented all available payment options upon booking, including cash, cashier's check, money order, Zelle, and Venmo, and the payment terms upon delivery are clearly outlined in our contract.
  

  While we strive to maintain the highest standards of professionalism among our staff and affiliates, it's crucial for us to thoroughly investigate any discrepancies and take appropriate action as necessary. After auditing the calls, during our initial interactions, our team explained the payment terms, and you acknowledged them. Our goal is always to ensure clarity and transparency throughout the entire process. If there were any issues or concerns regarding the proposed payment method, we encourage customers to communicate with us before proceeding with the transaction. This allows us to address any concerns promptly and explore alternative payment options if needed.
  

  Regarding the payment discrepancy, we want to reiterate that our pricing structure is transparent and clearly outlined in the shipping invoice. The total cost of your order was $749, with a $199 deposit required upfront and the remaining balance of $550 due upon delivery. We did not charge anything beyond the agreed-upon amount, and the invoice provided during dispatch reflects the total amount due. Additionally, as per the carrier, the vehicle was full of items, and they charged an additional $200 on top of the $550.
  

  We regret any misunderstanding or frustration you *** have experienced and remain committed to resolving this matter to your satisfaction. Please feel free to provide any additional documentation or information that *** assist us in our investigation, and we will work diligently to reach a fair resolution.
  

  Thank you for your patience and cooperation as we address this issue.

  Customer response

  04/15/2024

  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:

  This disreputable company has not only charged a total of 1205 for the above, but denies it too?  There were a few small items in the auto at the time of shipment and that being of less than 40 lbs.  The 200 extra for transporting the car with this is very unreasonable and a photo showing that there was more has never been produced.  *********** above says that the driver was only authorized to charge 750 on delivery, but the zelle payments at delivery alone are over $1000.  There was never an authorized individual that gave permission for any extra charges.  The contract was with ************************* for the vehicle owned by her mentally challenged son, ***********************************.  $1205 for an authorized charge of 750 is quite excessive and it looks like when the vehicle was brought to ***********************************, the driver took advantage of the situation and now the Transport Company tries to justify it??  Simply disgusting.

   

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

  
  
  
  
   
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2024 I contracted with SGT Auto Transport to transport my vehicle from ********** State to ************* for $1300. After extorting an additional $100 cash, they picked up my car March 20 and committed to delivering my car 7 to 9 days from the date of pickup. Today marks 3 weeks from the date of pick up and my car is still sitting in **************** so best case scenario, it still several days from being delivered. I've called them and the delivery company SGT subcontracted with numerous times only to be told they are waiting on a mechanic and or the car would ship "the next day". I've incurred hundreds of dollars in transportation costs since arriving in *************. My car was supposed to be here the day after I arrived, two weeks ago. They've only offered me a credit of $100. The order ID from SGT is ******.

  Business response

  04/11/2024

  Dear *****,

  We appreciate you taking the time to share your experience with us. Your feedback is important to us as we continuously strive to improve our services.

  Upon reviewing your complaint, we want to clarify a few points. Firstly, the initial shipping charge was indeed $1390, as outlined in the contract you signed. We did not impose any additional charges for your shipment.
  

  Regarding the delay in the delivery of your vehicle, we understand your frustration, and we apologize for any inconvenience caused. Unfortunately, unforeseen circumstances such as the breakdown of the truck at the pickup location and the subsequent closure of repair shops due to Easter holidays contributed to the delay. While we make every effort to meet estimated pickup and delivery dates, it's important to note that these dates are indeed estimates, as outlined in our contract terms. This aspect is covered in contract point 17 under Pick Up and *************** It states as " SGT shall provide the Customer with an estimated pickup date and estimated delivery date. The customer acknowledges and agrees that pick-up dates and delivery dates are estimates! The customer further agrees and acknowledges delays may occur prior to, and/or during, transport of the Vehicle due to various issues, including without limitation driver shortage, weather, and road conditions. SGT does not guarantee any pickup or delivery times or dates. SGT and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason. Further, SGT and Carrier are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle." We acknowledge the delays you experienced and apologize for any inconvenience caused.
  

  In response to your concerns, we offered a total refund of $250 in compensation, which is an increase from the initial $100 offered. This adjustment was also reflected in the updated contract, which you signed. We hope this demonstrates our commitment to addressing your concerns and providing a resolution that aligns with your expectations. We will attach both signed contracts for your reference.
  

  We understand the importance of timely communication and updates throughout the shipping process. Our dispatchers are diligently monitoring the situation to ensure the fastest and safest delivery of your vehicle.
  

  Once again, we apologize for the inconvenience and frustration you've experienced. We value your business and appreciate the opportunity to address your concerns. If you have any further questions or require assistance, please don't hesitate to contact us.
  

  Sincerely,

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled for my car to be picked up April 1st -3rd. My contract as well as an SGT ******** told me that it would be delivered on April 5th or 6th. When I didnt receive my car or an update on the 5th I called the customer service number hoping to gain clarity. I was told by 4 if not more ********s that they did not know where my car was and cannot get in touch with the dispatcher. Once I contact them Ill follow up with you. Which did not happen. No one ever contacted me. I called and did a live chat multiple times between April 5th and April 7th and was still met with I dont know and I cant reach the dispatcher. I finally received my car on April 8th, 3 days after the eta and still did not receive a follow up or explanation. The ********s that I interacted with were extremely unprofessional and unhelpful. I understand that delays may happen or things come up but the least SGT ******* done was update their customers and communicated properly as they said they would. I dont know coming from a business that youre entrusting with your property is absolutely ridiculous. This was the most unpleasant car shipment that Ive experienced thus far.

  Business response

  04/10/2024

  Dear ********,
  
  Thank you for providing us with a detailed account of your recent experience with our services. We sincerely apologize for the challenges and frustrations you encountered during the process of shipping your car. Your feedback is invaluable to us, and we are committed to addressing the issues you've raised to ensure a better experience for our customers in the future.
  
  We understand the importance of effective communication, especially when it comes to updates regarding the status of your shipment. While we strive to work closely with our carriers to provide timely updates, we acknowledge that there were lapses in communication in this instance. Please accept our sincerest apologies on behalf of our carrier company for any inconvenience caused by the lack of updates on the delivery timeframe.
  
  It's important to note that the pickup and delivery dates are estimated and not guaranteed and we strive to meet our customers' expectations to the best of our ability. This aspect is also covered in contract point 17 under Pick Up and *************** It states as " SGT shall provide the Customer with an estimated pickup date and estimated delivery date. The customer acknowledges and agrees that pick-up dates and delivery dates are estimates! The customer further agrees and acknowledges delays may occur prior to, and/or during, transport of the Vehicle due to various issues, including without limitation driver shortage, weather, and road conditions. SGT does not guarantee any pickup or delivery times or dates. SGT and Carrier are not liable for loss or damages occasioned by delays of any kind or for any reason. Further, SGT and Carrier are not responsible for car rental fees or accommodation fees due to delay in delivery of the Vehicle."
  
  Regarding the response time of drivers, we acknowledge that immediate responses may not always be possible, leading to delays in getting updates. We appreciate your understanding in this matter. We'll conduct an audit of our communication process to address it with the carrier company. We value the importance of communication and are committed to rectifying any lapses to prevent such occurrences in the future.
  
  Once again, we apologize for the inconvenience and frustration you experienced. Your satisfaction is important to us, and we are committed to taking corrective actions to prevent similar occurrences in the future.
  
  Thank you for bringing this matter to our attention, and please feel free to reach out to us if you have any further concerns or questions.
  

  Sincerely,

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #****** Order to transport vehicle was cancelled on 01/29/24, with confirmation and refund of my initial payment of $159 on that day. Received a message 01/31/24 that the car was picked up and near my house. Caused confusion because it was not supposed to be moved. SGT ****** that the actual carrier never received the email to not transport the vehicle. But, since they did transport, SGT needed their service fee. I paid the actual carrier his fee while he was at my house. To me this is their mistake which caused lots of scrambling and stress not only on me having to leave work as I work almost an hour from home, but the business where the car was picked up as arrangements had not been made with them.

  Business response

  02/01/2024

  Dear *******,

  We appreciate your thorough account of your recent experience with our services, and we sincerely apologize for the inconvenience and stress caused by the unexpected turn of events.
  Upon receiving your cancellation request, we promptly canceled the shipment from our end and officially communicated this to the carrier through email. Unfortunately, it seems there was a communication lapse, and the carrier proceeded to pick up the vehicle. We deeply regret the oversight on their part.

  During transit, upon realizing the cancellation, the carrier offered to return the vehicle to the pickup location at no cost. However, you insisted on having the vehicle delivered to the originally intended location. Despite the unexpected situation, the carrier completed the delivery as per your instructions, and they were duly compensated for their services. Our service fee was also collected as per the agreement.

  We sincerely apologize for any inconvenience. It's important to note that our no-refund policy is based on the premise that refunds are only applicable if the vehicle is not picked up. In this instance, since the shipment was completed, a refund of the deposit is not feasible.

  Despite our no-refund policy, to express our regret and as a goodwill gesture, we offered you a $100 gift restaurant coupon.

  We appreciate your understanding and patience in this matter. If you have any further concerns or questions, please feel free to contact us.

  Sincerely,

  Customer response

  02/06/2024

  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:

  Correct, you did confirm canellation and refund my initial payment of $159.  From that point forward the car absolutely WAS NOT supposed to be moved.  The communication lapse between you and the carrier is just that, between you and the carrier.  The car COULD NOT be returned to the business it was picked up from as you had already caused them undue stress because they were not prepared for the car to be picked up.  Not to mention the stress on me having to scramble and leave work which is approximately an hour from my house.  You are correct, the carrier was duly compensated for his services, BY ME in person because he had my car at my house!  Payment confirmation attached.  The car he was not supposed to have.
  
  Your "no refund policy" should not apply to a service that wasn't supposed to happen in the first place.  A service that was confirmed canceled 2 days prior.  A gift certificate to a restaurant was declined because I DID NOT WANT YOUR SERVICE TO BEGIN WTIH!!!  It was canceled.  A free dinner does not change that fact!  This is a mistake on your end, plain and simple.

  
  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. ↩