ComplaintsforEasy Auto Ship

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Booked Easy auto ship to ship my car from ********** ** to ************ on 10/12/2024 . They guaranteed a pickup on 10/14/2024 and assigned the load to a carrier they claimed was called "******************". They gave me the contact info of a person called *****, who was unresponsive from the beginning. On the day of the pickup, a completely different carrier showed up (SMG Com) , picked up my car and took it 500 miles away to *********** and unloaded it there. All this time, the dispatcher ***** kept claiming that he had the car in ******* and that it would be delayed. At the same time, I got a call from SMG Com. asking for details about my car and claiming that it was in **. At this point, I Did not know who to believe and I was stressed out about the whole situation, not knowing if I was being scammed and my car was being stolen.Easy Auto ship does not take any responsibility once they hand off the shipment to a carrier. They were unable to contact the carrier and provide any kind of updates about my car. Calling Easy Auto ship and I get the run around about how some other phantom broker likely sold my information to another trucking company and they have no control over that. And this is after they have already charged me for their brokerage fee. How on earth does that happen, given that the only company I have talked to and given my details to is Easy Auto Ship ?Finally, I had to call SMG com and they demanded I pay additional fees to get the car delivered to my home in *********, **, essentially holding me at ******. I had no choice but to pay.Not only did Easy Auto ship not perform their duties as a responsible broker, but they also refuse to pay me back the additional money that was not part of the contract. Easy auto ship needs to refund the additional money owed and also compensate me for my time dealing with "SMG Com" trying to convince them to get my car to its rightful owner.

  

  Business response

  11/06/2024

  Easy Auto Ship was in constant communication with this customer from start to finish. We have notes on file every day from 10/11 when the order was booked up until 10/21 when it was delivered. If there was a lapse in communication from the driver, it was likely because he was driving. Part of our job is to be the liaison between the customer and the driver in the event that the driver is not reachable. We have vetted this carrier, and they met all the requirements we expect our drivers to meet. The customers claim that they did not get quotes from any other companies is obviously incorrect because this transport was posted on the load board by another broker, who then dispatched it to a different carrier than the one we had already hired to pick up the vehicle. Our customer service team spent an entire day calling around and investigating trying to figure out what happened, and it turned out the customer had just gone with multiple companies. The other company offered their driver more, which is why the customer was expected to pay more. The deposit of $250 that was paid to *** is all that we collected, and it is non-refundable as services were rendered when we arranged transport. The customers failure to trust us to get the job done by double booking this transport is not the fault of EAS and no refund at all is due. We cannot be held responsible for the acts of the customer when we did what we were hired to do. We have no record of any conversation about a phantom broker.

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  The Business is lying about me double brokering this order. I only contracted with Easy Auto Ship for the transport of my vehicle, and it is a lie that I contracted with any other company for this shipment. Easy Auto Ship has no proof of this being double brokered. What likely happened was that the carrier that Easy Auto Ship assigned this to (RWB) is a scammer, and double brokered my order to some other company for increased profit. This is evident from the fact that some other transport company showed up to pickup my car the same day as Easy Auto Ship had guaranteed (10/14/2024).  The delivery address given to this third carrier was also completely incorrect and was somewhere in ***********, **. This clearly shows that either RWB or Easy Auto Ship was upto something unscrupulous and hoped to extort more money out of me to have my car safely delivered to my correct home address in *********, ***
  The biggest proof of Easy Auto Ship's lie is the fact that the dispatch person whose name they provided me in their confirmation email (see attached) "*****",  who apparently belonged to RWB Trucklines, continued to text me lies about having my car, providing false delivery dates and false alibis about my car being stuck in *******. I have attached the screenshots of my texts with this "*****".  Why would ***** from *** continue to text me if he did not even pickup my car as per EasyAutoShip's claims here ? Clearly Easy Auto Ship is trying to wash their hands off this scam and is refusing to take any accountability for the trauma and extra expense incurred by me throughout this ordeal.
  
  
  Regards,
  
  ******** ********
  
  
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I spoke with the company representative yesterday on the phone I was told they would ship my car from ** to ** in 6-8 days for $1600 or something close, told them I was quoted less for 5-7 by another company. They matched the price and I confirmed verbally that theyd be shipping my car in 6-8 days, the woman verified. They dispatched the job and matched it with a driver that gave me a 10 day timeline- I called requesting to cancel based on their misrepresentations and our lack of mutual understanding/meeting of the minds. They said there would be a cancellation fee of $100! Mind you, this was merely ten minutes after my initial booking On top of that absurdity, they were really aggressive and rude. I said forget it, Ill cut my losses and keep the shipment - knowing Ill end up paying extra for a rental for the additional days. I should have just paid that cancellation fee, especially now after reading these BBB complaints. I asked is there anyway they could at least pick the car up a day or two later but they would not budge. They were rigid and had to pick it up the very next day. Yet Im typing this after 930 pm that next day and the driver is not here yet and was willing to come tomorrow only after I already secured and paid for the rental and only after 9pm ! How nice! A joke, really The rental car place closes at 5pm so I had no choice but to get it beforehand and Ive been waiting for the driver all day. I informed the representative I was going to the better business bureau to file a complaint and she mocked me- scoffed and said for what ? Because we cant get the car there in 5-7 days? I said no because your company misrepresented the time it would take and I relied on that representation when I entered into an agreement with your company I asked her to stop being so rude, she scoffed again. Very unprofessional. I would like the better business bureau to advise them on estimates of pick up and delivery and how represent those dates accordingly.

  

  Business response

  06/20/2024

  The pickup and transit times of an order are not something any broker can guarantee, as we are not the ones who are picking up and delivering the car. We provide a standard window based on mileage, but we have no control over the drivers delays and schedule. We intentionally do not ever guarantee these things.

  No one said anything about a cancellation fee. The ** rep who spoke with the customer mentioned that there MAY be a DRY RUN fee,as the driver was already on the way to pick up the vehicle. When the customer asked how much, she said usually ******* because it is not up to us, its up to the driver. The was not mentioned 10 minutes after the initial booking, as the order was booked 06-18-2024 at 10:08 am and the customer didnt reach out to us about the 10 day delivery window until at least 10:50, at which point the driver had already been assigned and put her pickup on their schedule.

  To pick the vehicle up a day or two later, the driver would have missed out on literally thousands of dollars in missed pickups. We could have canceled the driver and possibly found another driver to pick up a day or two later, but finding another driver for an already discounted price isnt guaranteed. We have absolutely no control over when the customer decides to get a rental but there are certainly other options, like leaving the vehicle where its at and getting an uber if necessary until its been picked up for sure.

  The claim that the ** rep mocked the customer is a matter of opinion, as I listened to the call recording and both parties were just frustrated.The customer was frantic and not really receptive while the rep was trying to explain what was happening and why, but no one was being mocked.

  Ultimately, the vehicle has already been picked up and is in transit to its destination. There is nothing else to do at this point.

  Customer response

  06/20/2024

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

   

  I received a phone call today stating that my car would be delivered 6-8 days as originally stated. I am satisfied with their response t this matter. 
  

  They could benefit from customer service skills and accepting a little more accountability/ responsibility as a review of their complaints and responses is just a litany of denying any wrongdoing, but I appreciate their efforts to make this right.

  Regards,

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

  ---

   

   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to transport my motorcycle from ** to *****. I was told that the company has insurance for up to $10,000. So I have a peace of mind knowing that if my motorcycle is damaged my motorcycle will be fixed. Well thats not the case. I received delivery of my motorcycle at 10pm at night and the gentleman who delivered my motorcycle held onto my key until I signed on a blank space on his phone. So I did so I can get my key and ride my motorcycle into my garage to properly inspect it in the light. Well once I inspected my motorcycle. I found damage to the front fairing, left front mirror and the left rear fairing. I immediately called easy auto ship to let them know of the damage. They responded and started a claim. I followed all of their instructions and brought my motorcycle to the dealer to get a quote. Easy auto ship received the quote of $2000 worth of damage. Easy auto ship proceeds to tell me that the carrier they hired is not willing to pay for the damage and because I signed a form stating that there was no damage to report. Mind you I didnt know what the carrier was making me sign because he wouldnt give me my key unless I signed. I explained this to the manager of easy auto ship and she proceeded to tell me that the only option that I have is to go through my insurance company and they would pay the deductible. I explained to the manager that I spoke with my insurance company and they told me that if I do that there is no guarantee that my insurance premium will not go up. Easy auto ship has not responded to me after I explained that to them.

  

  Business response

  05/31/2024

  Our website and emails clearly explain the *** and inspection process and the damage claimed was not marked on the *** so this is not something we can force a carrier to cover. That has nothing to do with us as a company, that's how insurance works. There needs to be a certain level of evidence to prove that the damage was the fault of the driver. There is no documentation to prove that the claimed damage happened while the vehicle was in transit. The information that was left out of this complaint is that we advised the customer to file a subrogation claim through his insurance, not just a regular damage claim. A subrogation claim has no effect on the customer's insurance rates or record,and EAS would pay the deductible while the customer's insurance company goes after the carrier's insurance company for their reimbursement. The insurance company will never guarantee anything, but we have never had a customer's premium go up due to a subrogation claim. This is no different than the carrier's insurance paying for it, as we explained. Additionally, Easy Auto Ship did in fact respond after this conversation. The customer spoke to our claims department yesterday afternoon about this via both phone and email.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Easy Auto Ship hired a driver that destroyed my property. Upon reaching out to them the are not willing to help on any level. They say they and the driver can do nothing about it. They claim to check driver insurances etc. they hired the driver he destroyed my property and they each want nothing to do with helping us.

  

  Business response

  02/01/2024

  Over $1000 to fix some ruts in the grass is absolutely ludicrous.A driver in a large transport truck delivered a car on the property after it rained. Theres going to be some tire tracks in the mud. This is not something were responsible for, and its not something the driver can prevent either. We claim to check driver insurances because we DO check driver insurances. *************** doesnt cover disturbed dirt, it covers damage on the vehicle. The ruts pictured can be easily fixed with a shovel or some time and the next rain.Weve already explained repeatedly that this is not something that we cover but this is the first time weve been presented with the amount of money were expected to pay for this. Im not even sure where this arbitrary amount of money came from, but we absolutely will not be bullied into paying a grand for some dirt. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction 11/5/2023 car was promised to be received by 11/8/2023 by ***. The car did not arrived until 11/15/2023. Conversation was recorded. Due to their promise and lack of transportation on my part, I had no choice but to rent a car at a cost of $577.53. I also paid $150 extra for an expedited delivery. I feel that I should be reimbursed $727.53 by Easy Auto Ship.

  

  Business response

  01/17/2024

  Easy Auto Ship only charged ***************** a $200 broker fee. $850 went to the drivers transportation fee. **** paid extra for an expedited pick-up window of 3 days. His vehicle was in fact picked up within those 3 days. We do not guarantee pickup or delivery days for any reason. *** did not promise any dates. He simply said drivers typically drive 500 miles per day. Its unrealistic and impossible for the driver to pick up on 11/8 and deliver on 11/8 on this route. This was a 2-4 day trip. The vehicle was not even ready until 11/6. It was also delivered within 48 hours of the expected delivery date, which is acceptable to allow for unforeseen delays per both our customer and carrier contracts. The driver was also in communication with the customer the entire time. Also, per our contract, Easy Auto Ship will not be held liable for rental fees outside of our rental reimbursement clause, which this doesnt even come close to triggering.No refund is due, as we did what we said we would do. This customer has called in repeatedly over the last 2+ months and yelling at our employees trying to force us to pay for this rental and has been told over and over that we will not and why. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received the car in the early evening on December 20, 2023. I noticed the scratch on the interior after the delivery company left. I took pictures that are time/date stamped December 20, 2023. I first reported it to the dealer who sold me the vehicle on 12/20/23. I was unaware that the contract with Easy Auto requires a 24-hour damage reporting. This was not disclosed or highlighted to me prior to signing the agreement. I signed the contract digitally, and I am not entirely positive they gave me a copy of the contract until 1/10/2024 after I requested it. Regardless, I was unaware of the 24 hour damage reporting policy, which is totally unreasonable, especially given the statute of limitations for simlar relevant claims is 3 years.I was traveling from 12/24/2023 - 1/8/2024 and after having no resolution and back and forth with the dealer who sold me the vehicle, I reported the damage to Easy Auto on 1/2/2024. Since the statue of limitation on personal property insurance claims (including auto) is 3 years, and since I have time stamped photos, and I was unaware of the Easy Auto's damage reporting policy, it did not occur to me to focus on this during my travels. Now, I have been told that Easy Auto will not submit a claim for this damage. Even though I have proof of the time/dated photos on my iphone. I am requesting that they submit and process the claim.

  

  Business response

  01/12/2024

  This customer is insisting that, even though he signed our terms and conditions, we are somehow obligated to waive all of our requirements outlined in those terms and conditions for filing a damage claim simply because he didnt bother to read the terms before he signed them. Our terms are also listed clearly on our website, along with all of the details about filing a damage claim. Its not reasonable or realistic to expect our agents to cover every single point in our terms on a sales call. Thats why we have a detailed website with an extensive FAQ section, and why we send out multiple informational emails throughout the booking process. He insists on blaming us for his lack of knowledge, but all the information is presented clearly in one way or another.If he had just called us at delivery when he claims he noticed the ****,instead of calling the dealership, we could have easily walked him through this process.  Unfortunately, the outcome probably would have been the same because this damage is not something thats covered, but not having that information seems to be his main complaint. 
  He has mentioned repeatedly that the statute of limitations on property damage in ********** is 3 years, but this applies to insurance companies, which we are definitely not. This also applies to filing insurance claims, when we only require to be NOTIFIED of damage within the 24 hour window. Per section 3 of our terms, All damage claims must be submitted within the first 24-hours of the vehicle being delivered. We often bend this by a day or two in the event of an unattended delivery or if delivery was on a holiday,etc. This was not the case. This damage was reported a full 2 weeks after delivery. In addition to failing to meet the 24 hour reporting deadline (which is very reasonable considering he says that he noticed the damage at delivery and we only require that were notified of the damage within that window, despite the customers opinion of this policy), the damage hes claiming is specifically mentioned in section 5 of our terms. EAS and the Carrier will not be responsible for any of the following for any reason: (..) Damages to interior (floormats, odors, seating, fabric, etc.).
  The damage hes claiming the driver did, based solely on the fact that the dealership he bought the vehicle from says they didnt do it, is on the back of the center console, and theres no logical way that a driver would damage that part of the center console from just getting in the vehicle and driving it onto and off of a trailer. To date, we have been provided with no time-stamped pictures of this damage from delivery and weve also been provided with no evidence that the **** was not there already at pickup other than the dealerships word. We were given no estimate for the damage to review,either. There is absolutely not enough evidence to confidently say that this **** was made while the vehicle was in transit.
  The disputed amount listed in this complaint is the entire cost that he paid for the transport. Im not even sure why this amount is listed as a disputed amount, unless he thinks the cost of repairing this **** is $1250 as well. Again, we have never been provided with an estimate to review but this **** looks like it would be easily wiped off or maybe buffed out.Regardless, per our signed terms, that the customer refuses to abide by, this damage claim is not valid, and we will not be moving forward with it. We cannot in good conscience try to force one of our carriers to transport a vehicle for free simply because the customer insists they left a scuff on their center console. 

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  This business is not customer friendly.  They did not provide me a copy of the ******************************************* to memorize the terms of the agreement.  Regardless, despite the fact that I signed the agreement, it doesn't make the terms of the contract reasonable.  The statute of limitations for proprerty damage in **** is 2 years, and 3 years in CA. In either case limiting the damage reporting to 24 hours is unreasonable and likely an unenforcable contract term.  Insurance claims are a good bench **** for comparison.  *********** is telling me I am being unreasonable because i didn't report damage over the holiday for 2 weeks, and even though I was unaware of their policy, I am unreasnable for being unaware of their policy.  The basis of their argument that I am unreasonable is unfounded when when insurance companies will review claims up to the statute of 2 or 3 years (vs their 24 hours).   

  Bottom line is, I was unaware of their 24 hour reporting policy mainly because no one pointed it out to me and I did not receive a copy of their contract until after I reported the damage. I appreciate the fact that they have terms and conditions on their website, but I was unaware until after the fact.   It is very convenient for them to point these things out after the fact.  "Here's a copy of the contract you signed, too bad you didn't read it, and by the way the 24 hour period has already passed, and we don't cover interior damage that the carrier may have caused"

  Given their contract is completely one sided and non-negotiable, they should absolutely advise costumeres to have it reviewed by legal counsel.  It is completely reasonable for a customer who is uninformed with the car shipping industry to expect to be treated fairly, and act with a reasonable amount of trust, and not have to memorize sneaky clauses within a 10 page contract. 
  

  Their contract also absolves them and the carrier of any responsibility of interior damage to the vehicle.  This is also absurd when the shipping company has to have a driver enter the vehicle to load it.

  $1250 is the total amount paid for the service per the BBB form.  I never requested a reimbursement of this fee.  They arranged for the car to be shipped and it was, this fee was earned.  The ideal resolution would be for their company to process an insurance claim, but they insist on passing 100% of the responsibity onto me because I signed their one-sided unreasonable contract.    

  Regards,
  

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

  
  

  

  Business response

  01/17/2024

  This business is not customer friendly. We are an extremely customer-friendly business,but I can only repeat myself so many times. We have a contract for a reason,and we do expect our customers to read them before signing them, as any normal business does.

  They did not provide me a copy of the ******************************************* to memorize the terms of the agreement. This is wildly inaccurate and argumentative. No one expects customers to memorize the contract. Thats why we list our terms on our website for perusal both before and after signing. A copy of the terms can also be requested at any time.

  The statute of limitations for proprerty damage in **** is 2 years, and 3 years in CA. Again,the statute of limitations on property damage is completely irrelevant because it applied to insurance companies, which we are not. I dont know how I can make this any clearer. I cant believe how many times Ive had to type that exact sentence.

  Bottom line is, I was unaware of their 24 hour reporting policy mainly because no one pointed it out to me and I did not receive a copy of their contract until after I reported the damage. Again, we literally only require you to REPORT THE DAMAGE within 24 hours. This is because anything could have happened after delivery and weve had customers claim damage that they did themselves after delivery and try to pin it on the driver to get it fixed for free. We didnt just arbitrarily decide to put a limit on the reporting time. More importantly, this claim was not only denied due to being reported outside of the time limit, but also for multiple other reasons, including but not limited to: it is not damage that the driver was likely to have caused, its not damage that is covered per the terms, we have yet to see timestamped photos from pickup and delivery proving that this **** was there at delivery and not at pickup, and we have not been provided with a single estimate for removal. Again, I have explained this multiple times now and I dont know how to make that any clearer.

  The ideal resolution would be for their company to process an insurance claim Even if we were to accept this as a damage claim, it would not be passed to insurance. This is a tiny ****, and the estimates would never even come close to the deductible for this to be an insurance claim. If we were to process a damage claim, the carrier would be paying out of pocket for it. But since, as *** mentioned repeatedly, there is absolutely no evidence that the driver made this **** and no estimate has ever been provided, no damage claim (and definitely no insurance claim) will be processed.

  The real bottom line is that this is not a valid damage claim for multiple reasons and nothing any of us has said seems to aid the customer in understanding why. We can't even offer to pay for the damages as a customer service refund because he has still refused to even provide us with an estimate. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order#: ******** - Date: 12/13/2023 Have ******* MKX shipped from ***** to Washington. Upon recipient I documented damage done to vehicle total of $5500 from one estimate and $10,000 from a second estimate.There were a total of 6 scratches I documented of which only 2 on the driver side were documented by the transportation company before hand.I have asked the transportation company to fix the 4 scratches that were NOT documented prior to shipment and the carrier is NOT taking responsibility. They are indicating the 2 scratches documented on the driver side are making them not responsible for the other 4 scratches (on the hood, 2 on passenger side and 1 on the roof). These 4 other scratches are completely the fault of the transportation company and ************** should be broker to help me recover the required funds to fix. This was a statement I received from the broker: " We provided documentation showing that the damage was there prior to pick up per the carriers pictures, we unfortunately can not hold the carrier responsible for damages that they did not cause."They are being willfully ignorant of the 4 scratches directly caused by their hired carrier and trying to weasel-out of all liability because 2 were documented prior out of a total of 6 reported by me. The worst thing about Easy Ship is they are trying to take absolutely no responsibility for the transportation company they contracted with and they should be on my side pushing the transportation company to pay for the 4 scratches directly cause by the transport company they hired.

  

  Business response

  12/20/2023

  Actually, NO damage was documented at delivery at all. This vehicle was delivered in broad daylight and the *** was signed by the customer with no additional damage. The pictures that the customer provided after the fact were taken in a garage, not at the delivery location. The claimed damage easily could have happened between the delivery location and the customers garage and the fact that the *** was signed after inspection by the customer with no new dagame marked proves that the customer was satisfied with the car when it left the drivers possession. Furthermore, the damage being claimed is 4 paint scratches, and yet the estimates are for $5,500 and $10,000. The vehicle is a 2009 ******* MKX. The *** value of this vehicle is roughly $6,500 and you could easily get the entire car repainted for under $2,000. The customer has been volatile and rude from the very beginning and then presented us with absolutely ludicrous estimates and demanded that we pay for this damage that he claims even though he signed the *** with no damage and took no pictures at delivery. He has threatened us with legal action from the start and demanded that we completely disregard the contract that he signed. No one here is being willfully ignorant or trying to weasel out of anything. Damage was not documented properly, the estimates are wildly outside of a reasonable range, the situation falls well outside of the responsibility of Easy Auto Ship per our contract, and the customer has done nothing but threaten and belittle everyone hes spoken to. 

  Customer response

  12/20/2023

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

  I never received *** from delivery driver, he handed me my keys and left nothing was signed saying the delivery was even accepted. I am requesting ************** to produce a signed copy of the *** and attach to this request proving that I did accept delivery. I did attempt to point out several items of concern to the delivery driver but unfortunately the driver's primary language was not English and I am not sure he understood. Easy Ship has unreasonable turn-around time to produce a claim. I did follow all instructions for filing a claim and only became frustrated by the extremely tight filing requirements. Finding 2 estimates with ********************************************************* the area, I called at least 10 different autobody shops and all were book out at least 30 days for even an estimate. I got what I could find as expeditiously as possible.

  The only reason I even threatened legal action is because of the absolutely unprofessional response I received after submitting my damage claim: "The damage to the vehicle is something that the carrier could not have prevented because the vehicle was shipped open. Unfortunately things like this happen but it is something that the carrier had no control over while driving." 

  To me it looks like the driver hit a stationary object like an overhead sign entering a parking lot, possibly a tight drive through at a gas station, the underside of an overpass or some obstruction protruding into the roadway. In all of these instances the driver is directly responsible for the impact and therefor damages to the cargo occurring from that impact.

  I followed all the rules and they still will not assist me in my claim, it is not my fault things are so expensive here in the Pacific North West, I was even nice enough to attempt to negotiate a more reasonable repair cost but that offer was rejected by **************.

   
  Regards,
  
  *************************
  
  
  

  
  

  

  Business response

  12/21/2023

  Upon further inspection, you are correct. You did not sign the *** at delivery. The driver stated that you did a thorough inspection of the vehicle and didnt voice any concerns about the condition at delivery. We have spoken with the carrier company multiple times at this point and they speak English just fine. Obviously you will say the carrier is lying, but unfortunately the only two witnesses to this were you and the carrier so there is no evidence one way or the other.
  Nothing was mentioned about having any issues getting estimates within the time frame, because we could have easily extended this deadline if you had mentioned it. That is an internal requirement to keep things moving for a claim and we have no issues extending it for circumstances like that. I find it hard to believe that 10 shops in your area are booked out 30+ days but this was never once mentioned to us and is not a valid excuse for the way our employees were treated regardless.
  What you call an unprofessional response looks like a standard informational answer to me so Im not sure what part of it is unprofessional enough to threaten legal action. Seems to me that the response wasnt unprofessional, it just wasnt what you wanted to hear. While the situation is unfortunate, we have a contract in place for a reason and this damage falls under the not covered category.
  Based on the pictures weve seen, it looks like the driver went under some branches on the road. Hitting anything more substantial would have caused dents and additional damage. This is absolutely out of the drivers control and is considered an act of God, just like rocks flying up from the road or a hailstorm. The scenarios that you mentioned would have caused significantly more damage. Hitting the underside of an overpass would have totaled your vehicle and probably dragged it off of the trailer as well. This is absolutely NOT $10,000 worth of damage in any way and its completely unreasonable to expect the carrier to pay such an exorbitant amount for damage that they could not have prevented. The more reasonable repair cost that you were nice enough to attempt to negotiate was still wildly outside of anything that could possibly be expected from the carrier, and it was presented as a threat, not an offer.  
  Ultimately there is nothing were able or willing to do that is going to satisfy the customer, despite the fact that we are just a broker who arranged the transport and didnt touch the car at all. Had a reasonable estimate been provided and the customer not been volatile, we would have been able to work with this claim to get at least some kind of recompense. As it stands, even the lowest offer is still more than the cost of an entirely new paint job on a 15 year old vehicle. We will not force our carriers to pay insane amounts of money for damage that they couldnt possibly have prevented, even if we were able to. 
  
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/8/23 On 12/6/23, I spoke to Easy Auto Shop for a quote to pick up my new car from a dealership out of state to my home. Was told my car would be picked up on 12/8 and delivered the same day. I paid an additional $300 for this service. First, got a call it would be picked up 6 pm (time of closing at dealership) and then they never showed up after having a salesperson stay an extra hour to meet the shipper. After multiple calls finally find out there was a truck issue and theyd be there in the morning at 9 am. Not what I paid for and requested a refund of the expedited pick up fee. Told someone would call me Monday. Car wasnt picked up until 930 am the next day. Monday comes and they call and tell me sorry we said it'd be picked up within 24 hrs which is NOT what I was told or else I would have continued to call other companies to have it picked up and delivered on 12/8.Then told I shouldve called earlier. I was given zero instructions to call to tell them it was ready to be picked up as Id told them on the phone paperwork would be signed at 9 am.Such a deceitful and false company. Dont ever use them if you need an specific pick up or deliver date, they lie. All I asked for was to be expedited fee back, not the entire fee.

  

  Business response

  12/12/2023

  This vehicle was made available for pickup at noon on 12/8 and the dealership was closed when the driver got there, so it was picked up at 9am on 12/9. That is well within the 24 hour pickup window. The carrier waited there overnight so they could pick it up as soon as the dealership opened. The vehicle was expected to be delivered on 12/9, which it was. It would have been delivered on 12/9 whether it was picked up the evening of 12/8 or the morning of 12/9. This is all in accordance with our signed terms and conditions, and yet the driver still provided the customer with a $100 discount already. We do not guarantee pickup or delivery dates as we are a broker and are also entirely unable to control driver delays. It is absolutely unreasonable to expect more than the discount that has already been provided because the driver, who does NOT work for us, was delayed by traffic and was unable to make it to the dealership in time. The customer has called in and screamed at multiple people who have tried to assist her and resolve the issue to no avail. The vehicle was ultimately delivered on the day it was promised and the customer was provided a discount of $100. No billing adjustment is due.  

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  The dealership was not closed when the driver was to arrive at 6 PM as the salesperson waited until 7 PM before leaving after my multiple calls to the carrier. Yes I did raise my voice because the company thinks its acceptable to charge a fee and not delivered the service for which the fee was paid for and then say the customer is wrong. You are a broker that provides a service, you charged an extra $300 fee for expediting specific pick up date and it wasnt picked up therefore you have responsibility because you hired the carrier I did not. I  also have a screen shot from your Dispatch chat saying You are correct pickup today only which is attached. If you dont want to be responsible for someone elses service, dont be a broker.

  
  Regards,
  
  *****************************
  
  
  

  
  

  

  Business response

  12/12/2023

  The difference between 6pm and 7pm still doesn't make the pickup time exceed 24 hours. A discount has already been given by the carrier for THEIR delay. Easy Auto Ship is not responsible for the carrier's delay and is not obligated to reimburse the customer for something entirely out of our control, especially when the vehicle was still delivered when it was supposed to be. This is wildly excessive.
  
  

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  Easy Auto Ship is the company that charged the expedited fee therefore is the one responsible for the pick up being made that day. I wasnt charged the expedited fee by the carrier, I paid them when they delivered my car. 
  

  What is wildly out of control is your deceitful practices. All I am doing is holding the company responsible. If I ran a company and my company made a promise to someone for something that I was accepting an additional fee for and didnt keep that promise I would be the one gladly offering the return the fee and welcome the request. Not tell them they are wrong and out of line.

  Regards,
  
  *****************************
  
  
  

  
  

• Initial Complaint

  10/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contacted East Auto Ship about shipping my vehicle as early as July of this year. I made it clear to ****, the broker, that I needed my vehicle before September 25th. Despite my vehicle being dropped off on September 9th, i have yet to receive my vehicle in *****. I had an expected delivery date of October 5th, and now my vehicle has been in possession of Diesel Auto for one week with no updates on why they are holding my vehicle. I reached out to Easy Auto yesterday for answers and was transferred to *******, who then placed me on hold and hung up with no callback or explanation. I received a text message a few minutes later saying that ******************* was working on getting a new truck to transport my vehicle. No effort has been made by Easy Auto to find a solution.

  

  Business response

  10/05/2023

  EAS booked customers order through *********** Ship on 8/23/2023 with dates shipping from ****** on 9/21 and arrival in ****, ** on 9/27. At that point, the customer was put in contact with *********** Shipment to go over all remaining details with them and make a payment for shipment to ****, **. It is out of EAS control of the transit between port to port. On 9/27 EAS was notified the vehicle was ready for pick up at the port in ********. The order was dispatched out to one of our vetted carriers on 9/27 for pick up on 9/28 with an estimated delivery date of 10/5. The carrier ******************* had contacted us and the customer to let us know their truck has broken down and they are working on getting another truck to pick up the customers vehicle to deliver. The customer was notified through text messages that we have on record keeping her updated with her delivery, on top of the recorded phone calls with the customer. *** has stayed in communication with the customer the entire shipment and is not responsible for a truck break down. We are doing everything we can to get the customers vehicle there as quickly and safely as possible. As of today, the vehicle is not considered late to delivery. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for the services on September 14, 2023. I would also like to mention I paid these carriers in cash outside of what I paid to Easy Auto Ship. I am know requesting the $800 and the $295 back that I paid to this company. This is my last email correspondence with the company. I would like to you to hear me out before making a decision. I am a reasonable person as well as a small business owner. Therefore, I understand things can happen but this overall experience with the boat and truck transport was something out of a bad movie. I have my Mom and sister who witnessed the entire debacle and can attest to our experience. I used your services based on your reviews, which I am now realizing are completely skewed. EAS has people sign a contract with fine print saying you can not post any negative reviews. Therefore you dont not see any experiences such as mine. I wanted to speak to you as I am inquisitive to know exactly what I paid for? Is it that EAS basically finds the carrier, makes sure they have insurance and then the customer is on their own? It appears based on my experience that you are falsely advertising your services as well as making people believe that you are responsible for getting them the correct transportation for their vehicles and boats. Which is the case until it does not go correctly and then the company shirks off the responsibility on a customer who trusted everything was communicated properly and things would go smooth.I paid $800 to EAS who sent me a carrier who was in the jail the night before, was 3 hours late, and had the wrong equipment, (despite that fact that I sent photos ). Then I spent four hours with him messing with the boat, finding random pieces of wood in the storage facility and having me help him to rig the trailer. I finally had to tell him to stop as he was about to damage $50,000 engines. Due to this occurrence, I had to pay two days of extra storage fees as well as pay a company to come clean out my deceased brother in laws condo. As I spent two days with the boat issue and could not spend my time tending to my other necessary obligations. I only had 3 days out West. The first boat carrier stated to myself, mom and sister that EAS did not send photos nor were they told the trailer had a fifth wheel. He damaged the trailer tires by spending three hours winching it back and forth, blocking it and then having me attempt to push it backwards and forwards. He stated he came with the car carrier as he was told he did not need a flatbed. I sent numerous photos, weight, length, engine, etc to EAS to insure this did not happen. I have no idea if this is an allegation or accurate report from the carrier, if this is an accurate report from the carrier it presents as a communication issue with EAS to the carrier. *** stated she told them. It is not my responsibility to figure out who is being honest. I paid for the correct information to be given. ******* is saying one thing, EAS is saying another. Lets fast forward, it is now Saturday late afternoon . Keep in mind ** leaving to go back to the East Coast at 6 AM on Tuesday morning. I get in touch with *** and she tells me they are trying to find a new carrier. On Sunday *** reported they were working on it but having difficulty finding a carrier responding with insurance verification. I asked her if offering an extra $200 might increase my likelihood of finding a carrier by Monday. I had to be at the storage place because I had a letter of administration. The storage facility will not allow just the carrier to be on the property and to take the boat. *** stated to me that she cannot tell me if I should do this or not however it could possibly help. I upped the price another $200 and they find a carrier that says they can transport my boat. When I asked *** about it being on a trailer and hitch pull she stated that EOS usually does not like to use the hitch and pull because people usually dont have the appropriate insurance for this. Therefore, I did not have anybody look over the trailer as I was under the assumption that it was going to be transported on a flatbed. *** got back to me and reported she found a carrier however, it would be on a hitch and pull, at this time I had no other option except to say yes to this transport because I had to leave on Tuesday morning. The carrier comes, takes the boat and then looks over the trailer and calls me. Mind you this is Monday and I am preparing to leave the next morning. He tells me he has to fix the trailer to the tune of a $990. Had I known it was going to be on a hitch and pull I would have had somebody look at the trailer prior to and not have had it fixed last minute on the fly. This was another cost that I absorbed due to not having the correct information, and being told the boat would be transported on a flat bed. I am not expecting EOS to pay for trailer to be fixed. I am holding the company responsible for saying it would be put on a flatbed and then on the last day, changing it to the hitch and pull because thats all we could find in that short amount of time, causing an extra cost on my end. Now were onto Truck issue on Sunday. The carrier shows up and tells me he was never told it was on a lift. I assured him that I let EAS know that the truck was clearly a 4 inch lift and that I had sent multiple pictures as well as videos to show the truck was on a lift. He reported to me that he received one picture from EAS. He showed it to me and it was a picture of the truck pulling the boat. He then stated he had emailed EAS three times and nobody got back to him and he also called twice and nobody got back to him. He then said he also offered to transport our boat on a flatbed however nobody got back to him and he showed me the email. I then stated to him I wasnt sure what was going on and I paid EAS to take care of these issues and I wasnt sure why I was in the middle. He then told me he would transport the truck however he had to take it off the wheels or deflate the tires and then inflate the tires. He was going to charge me an extra $100. I told him I would need a minute and spoke with my husband who said it should not be an issue to somewhat deflate the tires and then have them inflated again. Remember I am in a time crunch to get these vehicles out to the East Coast. He then told me that my hitch had to be taken off and he used a grinder to get it. I guess it extends too far out. Fast forward to the drop off of the truck. He charged my nephew an extra $120 because he had to deflate the tires. He said he did not have any time to inflate the tires so the truck came with deflated tires. There was no mention of the items in the bed of the truck, which were an empty toolbox, a spare tire, a box in the back seat, and a wood coat rack. There was no way that was over 100 pounds. I called *** and let her know what was going on and she told me we should not pay him in cash nor did we owe that to him. I unfortunately didnt have time to speak to my nephew to tell him not to pay the guy. He did pay him the extra $120. He also left two take out bags of trash in the bed of the truck. In ********** I gave him a ladder for free to try to offset his aggravation. *** also reported to me that she did send him pictures and that he knew it was on a lift. Again not my place as a customer of EAS to discern who is telling the truth and not. Both these carriers are reporting to me that they didnt get the accurate information from EAS to properly transport the boat and/or the truck. I have no idea who said what because there is nothing in writing. Both seemed honest but telling two different stories. I just know that I was the one that was stuck out West, trying to wrap up an estate and deal with transportation issues that I paid your company to take care of. I used your company so I didnt have to go through this, I could have made calls on my own. My assumption was that I hired this service to make sure I was using a reputable transportation services. If future customers knew my experience, they would not use your service. I wouldnt wish this experience on anybody especially when dealing with the death of a family member and having these added stressors on top of it. *** was excellent with troubleshooting and trying make sure everything was transported. I can acknowledge her efforts. However, it doesnt take away from everything that happen and the extra costs I absorbed. If the carriers are correct, in stating they didnt get all the information then in fact, EAS did not follow through with their responsibility to me as your customer. Enclosing I am asking for an $800 refund as that is what you were paid to ensure my boat was transported properly. I am not asking for any reimbursement on the truck or the issues I had with that as well as paying an extra $120. Or the storage fees, one hour ride each way to the storage facility 6 times instead of 2, etc. I believe this is more than fair as I had to pay a lot of extra money because what shouldve taken ******************************************************************* a day and a half as well as a lot of time and aggravation. I am not even reporting the damage to my boat with the first carrier which most likely caused me to have to buy four new tires. I would also like to put this behind us. Thank you kindly for your time and assistance, *****************************

  

  Business response

  10/05/2023

  ****** first called in complaining that the first carrier we had dispatched to was in jail. What had happened was he was pulled over and held at police station until he was verified apparently. She said that the first carrier damaged her trailer for the boat because he could not get it on his truck because it has a 5th wheel. The 5th wheel is not in the pictures sent and was not told to the sales agent on the original phone call when she booked the order. That carrier did not take the boat/trailer and we dispatched to another company. The 2nd carrier did load the trailer/boat which was a hitch and pull that was told to the customer on a recorded phone call. During the transit, the trailer that the boat was on needed repaired, first the customer stated it cost her $490 and then she said later that it cost her $990. I reiterated to her that our contract states that repairs on personal trailers are at the customers expense. She said if she would have known it was a hitch and pull, which she did know, she would have gotten it fixed prior. How would she have gotten this fixed if she said she was only in town a day or 2 to get this moved? She stated in the call with her sales agent that she knew nothing about the boat/trailer or truck because it was her deceased brother in law's. She also said she needs these picked up quicker than our 5 day window because she was only in town a few days and she was the only person who could release vehicles from the storage unit.  As for the truck she shipped, we failed to tell driver there was a 4in lift on the truck, but she did not know the exact size, we were only going by pictures sent to us. The driver had deflated the tires to allow it to fit on his trailer. Customer stated that driver charged her extra $120 for deflation of tires. I spoke with the carrier, and he said he charged this due to extra weight she put in the back of truck that she had at her storage unit, customer denies extra weight. The truck and boat were both delivered within her timeframe. From what I got from of her, she was unhappy because she felt that she paid for our services for no reason and we "just sent able bodied drivers" out to her without vetting them. This is obviously not the case, as we thoroughly vet all of our drivers. This was a complicated move and we still got it done as we agreed to. No refund is due.

  Customer response

  10/06/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  I would first like to note that Easy Auto Ship is not providing truthful information. If they have recorded phones as they state, the BBB could request those and see I am not being dishonest. I did not call complaining to the company I called concerned  because the driver told me he was in jail the night before and that was why he was so late.  I apologize I didnt ask if he was detained or in jail. I would assume a company of sold stature would be concerned either way. He was sent to transport a $70,0000 boat, either way a bit concerning for a customer. Second, I did in fact spend $490 on replacing the tires on the  trailer that he damaged and then spent another $500, making sure the trailer was good to go for transport. Prior to leaving ************ I was told it would be on flat bed so I did not have the trailer inspected two weeks prior to the transport when my brother in law who lives in ******* was there, cleaning out my deceased brother in laws  house. I told him it was going on a flat bed. I do not appreciate the response in this e-mail by Easy Auto Ship insinuating that I am lying. *******, I would have not had it looked in 2 days but my brother in law who was there could have during his stay.  The fifth wheel is actually shown on the photo so I am unsure what the company is saying when they report I did not mention the fifth wheel in the front of the trailer. I was in fact the only one during the window I was in ********** able to release the boat and truck. YOu coudl call the storage company, who was also witness to the two day deboalcel. My other brother in law lives in *******. We were very mindful of how this worked so we didnt have to keep flying out. Regarding the truck, the carrier stated it was for the tire and he was never told by Easy Auto Ship that it was lifted. *** determined it was a 4 inch lift.  I did have items in the back but they did not weigh 100 pounds and it was from his garage not a storage unit. The driver never mentioned it and in fact took a ladder for free out of the garage and placed it in the back of the truck. I would think an easy way to resolve this is for the ** to listen to all the recorded calls. I used this service based on the reviews but then was sent the contract that stated  I could not leave a negative review. I would think the BBB should be aware of this policy as the only reviews are positive because they dont allow negative reviews.  I have receipts and photos that I am happy to send to verify everything I am saying. It is evident by Easy Auto Ships response that customer service is not a priority, They are using accusatory language towards a customer rather then being professional. The director of sales refused to speak to me on the phone. They offered me $300 back and when I said I beleive I was owed the $800 they offered me $120 then stated they wouldnt speak to me because I stated I would be seeking legal consul. I am not asking for the $290 paid to Easy Auto SHip for the truck, I am asking for the $120 I had to pay in cash when the driver picked up the truck. I am also not asking for the trailer repair money. Even though I wanted a flat bed truck. I had no choice by to do the trailer and hitch pull because it was my only choice as I was leaving the next day, This was not a complicated move it was made complicated by the ineptness of the first carrier sent and the lack of communication between the company and the carrier. I had to hire someone to finish cleaning out my deceased brother in laws home because I spent two days dealing with this, I was literally asked to push the boat, spent 4 hours in the blazing sun, asking a carrier to stop when he was gathering wood to rig his trailer, I have My Mom and sister as witnesses. The company should be refunding based me based on this complete disaster. They assume zero responsibility. Even their response my complaint is concerning in language, it  is dismissive and of accusatory language, this in indidctative in their unprofessionalism. I have e-mails that I am happy to forward to the BBB between myself and *** and director of sales.  I would hope the BBB would further  investigate  this company and their contracts. I have not spoken to a lawyer as of yet and would be happy to have a meeting with the BBB and Easy Auto Ship to discuss the happenings in a professional manner. This is not be a he/she said, i am a consumer. 
  
  Regards,
  
  *****************************
  
  
  
  

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