ComplaintsforEasy Auto Ship

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 11th I had contracted Easy Auto Ship to ship my car from Miami FL to Glendale AZ. Over the following a few days I contacted them a couple of times since I had not heard from them. Then one day they called that they had a carrier but need to pay $200 more cash to that driver! otherwise they did not have anyone to ship the car then, so I agreed. That driver picked the car on May 19th and again I did not hear anything. I tried to call the driver phone multiple time but did not hear back. Finally on May 25th some lady called to say that my car will be there the next day, Friday afternoon or Saturday. I told them those dates are ok as long as they are not late afternoon or at night. Then on Friday just before dark I got a call that they are dropping the car off in a few minutes. I was not home and my wife had to go out to take the car. She immediately noticed a strong burning smell but because she did not see any smoke and was dark outside, she took the car and parked it on our drive way. The next morning we noticed huge amount of oil under the car and running dawn on our drive way. When looking under the car noticed a big crack to the oil pan and also damage to the side panel under the driver door. We also saw fresh oil around oil fill cap. Looks like they had carelessly added oil to be able to drive the car from the truck to our house. I took photos of the damage area with repair estimated as requested by Easy Auto Ship claim and sent it to them. But after a few Emails they said the driver does not accept and only offer $200, while the estimates were close to $2200. Please see the photos. I also have a photo of the car while being picked up and it does not show any damage under the driver side. My contract was with Easy Auto Ship and not the unknown driver that they subcontract to! They need to pay for my damages.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HB Car Carrier Inc., a Florida company, (USDOT #3125334) transported a family car from Florida to Colorado. Easy Auto Ship, a car transport broker located in Youngstown Ohio (USDOT #3149259), brokered the service by HB Car Carrier Inc. In its contract, EasyAuto Ship refers to insurance and states that it has seen HB Car Carrier's proof of insurance. But the insurance company no longer covered HB Car Carrier at the time of our shipment (the insurance had expired), and its review of HB's paperwork should have put Easy Auto Ship on notice of that fact. HB was operating without insurance and Easy Auto Ship was on notice that insuranc3 had expired, but proceeded with the transaction as if there was insurance coverage with HB Car Carrier. This was deceptive and a misrepresentation. As a result of the failure to maintain insurance by HB Car Carrier and the limitation of liability in the broker agreement, we are not covered. My own insurance does not cover cars in transport. So I am out of pocket the shipping cost and the cost to repair damage. Easy Auto Ship should not be allowed to avoid liability for failing to verify insurance and by telling me in the contract that it has reviewed proof of insurance. HB Car Carriers should not be allowed to operate without insurance. Easy Auto Ship should be penalized for allowing consumers to do business with a carrier believing that Easy Auto Ship had seen current insurance documents when it had not. This unlawful practice is easy to commit due to the limitation of liability clause in the broker contract and the fact that the defendant is in another state (which makes legal recourse too expensive to pursue). Help all consumers. Make an example of these bad actors.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Unwilling to price match despite multiple lower quotes with 5 star ratings from multiple companies. Don't make promises you can't keep. Don't blame customers for your frustrations with the market. Match the quote or stop advertising you will and wasting people's time!

  Customer response

  05/31/2023

  On 5/24/23 I contacted easy auto ship to follow up on an email request for a quote price match that was not responded to. I was then given a customer service agent named ******* who refused to match any of the quotes I received not **** not **** not ****. The best he could do was **** no where near matching the bulk of the other offers just below ****. The attached screenshots are of our conversation and the companies price match guarantee they refused to honor! 

  

  Business response

  06/01/2023

  Matching a price of $200-500 less than our quote would be a disservice to the customer. At the price you were demanding, we are not confident that we could get a reputable driver from our network to pick up your vehicle. We do absolutely price match, but not at the cost of an order not being dispatched because the price is too low. What would end up happening is we would either get carriers calling in requesting more money for the load and then we get accused of bait and switching, or we dont get any carriers calling in for the load because the price is way too low and they dont want to bother.The amount of money that we as a company would make would not change from $1500 to $2000. That price difference is in what is offered to drivers to take the load, and we cant back a price that we dont have any confidence in.

  Regarding the other quotes you got, you mentioned 5 but I only see 4 in the screenshots you sent. These companies are NOT companies that we would be willing to price match with anyway. Putting 5 yellow stars under their name on a random website or email does not make them a 5-star company. I looked up all 4 of these companies on the BBB and did not find any of them. I couldnt even find them on ****** or on our loadboards.

  Gogotracels: $1510
  Lets_get_it_done23: $1796
  **********: $1823
  Auto_Fast_Shipping: $1796

  We do price match, but expecting this much of a discount because other companies that do not meet our standards have provided you with absurdly low quotes is unreasonable and sets us up for a trap where we accept the price match and then your vehicle doesnt get moved and then we get a BBB complaint for bait and switching or for not being able to get your order dispatched. We would much rather receive a complaint for being honest and standing by what we know is an accurate price. If the price we provided is outside of your price range, you are more than welcome to book with any of the companies you shared screenshots for who gave you lower quotes. 

  Customer response

  06/01/2023

  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.
  
  So where exactly is the guarantee in your price match guarantee?  Sounds like it's impossible for you to price match. However I believe someone would pick it up to fill a partial load. **** is better than an empty slot on the trailer. Bottom line is you prompted me to request the price match when I tried to leave the website. I did and you're not honoring it. That's not any better than false advertising especially considering you already know you can't price match a significant portion of the market! 
  
  Regards,
  
  ***************
  
  
  
  

  Customer response

  06/07/2023

  You are partially correct. I accepted a quote for ****. Balance due on delivery was ****. They asked for more right before pick up over the phone. However the total would be slightly less than **** but again you are correct I would rather pay the extra 100 bucks for the reputation y'all have. I've learned a lot about this industry pretty fast and understand why you can't match these bought and paid for 5 star reviews.

  Better Business Bureau:

  Cancel my complaint. 

  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.

  Regards,

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

  ---

   

   

• Initial Complaint

  05/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Please return my car. You clearly cant fulfill your commitment to deliver it.

  

  Business response

  05/23/2023

  We are a broker. We do not physically pick up or deliver your vehicle. The driver who has your vehicle was briefly delayed due to his truck breaking down, which he reported to ** as our contract requires. At most, they would be a day or two late as they had another truck arranged, which is still within contract as drivers have 48 hours leeway for pickup and delivery. Luckily, we just heard from them and they were able to get their original truck repaired and are already on the way to deliver your vehicle on schedule as expected. A simple email/text/call to our company directly could have provided this update much easier. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 18, 2023, I received a quote from EasyAutoShip for enclosed transport of a new car from a ********** dealership to ********, **. for $1690.00. The quote for an open trailer was $1240.00 (Order ID #: *********. I preferred the enclosed trailer and assumed that's what I was getting based on the price. The new car arrived on the top level of an 8 car transport undamaged but with **** miles of road grime. The company acknowledged their mistake but would only refund $200.00 of the $450 over -charge. They did not request a price reduction from the carrier.

  

  Business response

  05/05/2023

  The order that was booked for $1690 (********) was listed as open transport. The contract was signed by the customer listing the order as an open transport order (signed contract attached). We would not have requested a price reduction from the driver because it was dispatched to them as an open transport order.
  ******** was booked for a Porsche 911 going from ***** to ***** with an expedited 2-day pickup window, which is a ~$200 upcharge generally. The enclosed quote that you were referring to (********) was requested a month prior to the order that was booked, which is enough to create a $200-300 price difference to begin with due to snowbird season starting. It was also requested with a different vehicle (Porsche Cayman instead of 911),and it was requested for the reverse route, both of which can also cause a price difference. Based on the quote in our system, it looks like the agent who that quote was assigned to tried to reach out multiple times to go over details and confirm information for an accurate price and never received a response.
  Since the terms were signed confirming that this order was an open transport order, no additional refund is due. The $200 refund that was already issued is more than we were obligated to refund in the first place, and was done solely for customer service. We cant just give out a refund based on a quote that was requested with different information a month prior. If the quotes had been requested at the same time for the same route and same transport details, we could investigate further. Ultimately, the contract was signed for open transport. 

  Customer response

  05/09/2023

  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.

  Regards,

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

  ---

   

   

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently moved from ************ to *******. I moved to ******* December the 10th and had my vehicle shipped from ************ to ******* by Easy Auto Ship. They picked the vehicle up Wednesday afternoon the 14th of December and it was supposed to be in ******* ******* on Friday the 16th or Saturday the 17th at the latest. It is now Friday December the 23rd and I still do not have my vehicle. I was told Friday the 16th that the carrier was in an accident and that my vehicle is okay so they switched drivers and trucks to bring the vehicle down here to *******. Each day I've been contacting easy auto ship about the status of my vehicle and they keep giving me excuses and telling me it's going to come this day and this afternoon but never does. The person that is in charge of my account and has been in contact with me at Easy Auto Ship is *****************************. She has been no help and has no information for me still to this day and has hung up on me several times. I have paid $350 in advance so far and the balance was to be paid when the vehicle arrived of $850 for a total of $1,200. As of now I am out $350, the truck, and some contents that are in the truck of some significant value. I feel I have given them many chances to make this right but still nothing so I am reaching out to you to try to get this fixed. I still know nothing of the whereabouts of my truck. Thank you in advance for your help in this matter, ***************************.

  

  Business response

  12/27/2022

  Unfortunately, the driver being involved in an accident is not something that is within our control in anyway. They did switch your vehicle to a different truck so that they could keep it moving. This is not a company that we control. The driver works for the carrier company that we hired. ****** had no updates for you for two reasons. First, she is in sales,not dispatch or customer service. Once an order is booked and posted, it moves on to our dispatch team. Even if there were updates to provide, she would not have been the one to provide them. Second, we are only provided with the information that the driver provides us with. Again, we do not own these trucks and are not in charge of the drivers directly, so we can only give you the updates that they give us. Considering they were in an accident and were scrambling to move multiple vehicles onto their working trucks, there was some communication breakdown. Again, not something that we have any control over.These are reasons, not excuses. The notes on your file indicate that our dispatch team was in contact with you about this repeatedly, and discussed what the course of action would be if they didnt deliver over the holidays, etc.Updates were provided, they just werent the updates that you wanted to hear. Your agent also texted you about this issue on 12/23 and never received a response.
  
  Regarding your vehicle delivery, our records indicate that your vehicle has already been delivered to you by the driver. Any discount for late delivery will be pursued through the driver. Our customer service team will facilitate that and reach out to you.  Regarding your claim that your agent hung up on you, I reviewed the calls and found that to be untrue. What I did find was a call from a friend of yours where she was aggressive and harassing your agent for information. We do not share our customers information with anyone but our customers, which ****** informed the woman of, and she continued to yell at her for that. ****** told the woman that if she kept yelling at her, she would end the call, which she did. We do not expect our employees to be berated by friends of our customers over the phone. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently retired from active duty military June 30. My last tour of duty was in ******. I am moving to *********** as my last military move. I contracted with Easy Auto Shipping to ship my car to *********** from ******. Easy Auto contracts with ****** Shipping.My car was supposed to be driven from ********** to ***** by June 28. There has been one debacle after another getting ****** to release the car to numerous assigned drivers to get the car to ***********. Instead ****** continues to accrue storage fees. To summarize the issue, my car is being held ******. The charges to hold the car on the ****** lot continues to accrue each day it is there. Due to errors by ****** or easy auto ship, my car is not getting delivered and my **** keeps increasing. Each day my car is not in ***********, I am also accruing car rental fees. This appears to be gross negligence or a scam. Please help me get my car out of ******. I have spent hours on multiple phone calls the last 4 days and am getting nowhere. I am usually on hold indefinitely or my calls are not answered.

  

  Business response

  07/06/2022

  Our records indicate that this vehicle has already been picked up from ****** and is on its way to delivery. 

  Customer response

  07/07/2022

  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.

  Regards,

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

  ---

   

   

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked Easy Auto Ship back in April 2022; Auto Transport Order #********. ******* worked with us booking a guaranteed pickup window from June 17-June 22. My husband and I are moving long distance from Atlanta, GA to Rochester, MN on June 23. We wanted our car shipped, so that our move and travels would be easier. Knowing we had this pickup window, we already took out $*** cash from the bank to pay part of the $*** in cash that they quoted. We also booked hotels, restaurants, and other attractions that is too late to cancel for our road trip starting June 23. Since June 17, I've been contacting Easy Auto Ship through their online chat portal several times a day as well as calling ******* about twice a day to get updates. Each time I called, they would tell me "we are still working on finding you a driver." Since they haven't found someone by 5pm on June 22, we had nothing else to do other than cancel our order. ******* says we won't be charged, but this whole process has been such a nightmare. Now my husband and I have to drive separately, and we have to pay double for gas and parking at hotels.

  

  Business response

  07/05/2022

  Correct, several times a day, every day for almost a week, multiple people at our company who had nothing to do with this order were tied up answering questions that had already been answered by other people. I’m sure every single person you spoke to said that we would be in touch as soon as we had information, which we would have. All the time that you spent on the phone with your agent could have been spent with him working on getting a driver. I personally listened in on a call between you and your agent where you specifically told him that a handful of other companies had also not been able to accommodate your needs and you admitted that you were taking all that frustration out on him at the time. I understand that things didn’t work out and I understand that you’re upset that things have not gone the way you expected to, but we can’t refund you money that we didn’t even charge. We actually don’t guarantee dates for this reason. This was booked well in advance, which is normally the proper procedure, but that means that we had no idea at the time that this would be the only car on the route at the time you needed it shipped. Your agent offered you an updated price to suit the route which would have gotten your car picked up and you refused. I’ve also never heard of a hotel that didn’t include parking with a room, and you could have saved the gas by attaching one of the vehicles to your ****** trailer. There were other options here, but none of them were exactly what you wanted to do. Again, I understand your frustration, but we cannot refund money that we didn’t even charge.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Car (Luxus E350) was transported from ******* ** to ***********.When I received the car on 1/6/2022, it is covered with mud and the driver seat is full of mud with foot print.If it was just the mud, then I would not have contacted the business and complain about it.On 1/8/2022, I finally tried to drive the car and there was burning smell.Took the car to the mechanic on 1/9/2022 and found the muffler is bent and rubbing the tire wall, and drive shaft was damaged which both cases could have happened when the car was over curb or rocks.With mud problem explained earlier suspected somebody could have drove the car beyond the necessity of loading/unloading.Called the Easy auto ship representative and he was trying to argue and not cooperative with extremely rude tone, and pointing finger at me.Instead of empathy and feeling sorry for what happened, he gave all the blame to me that I did not contact them within 24hrs with highly raised voice.Need to get resolved the problem and trying to get the car fixed.Extremely disappointed customer service.

  

  Business response

  06/10/2022

  When the customer called in to tell us about the damage almost 4 full days after delivery, the agent he spoke to told him that he would be sending him the form to file a damage claim, but he set the expectation that we may not be able to get anything approved by the carrier because the customer did not report the damage within the initial 24 hours after delivery per the contract that the customer signed. As the agent told him, this is not due to our policies, but rather the carriers insurance company. The agent clearly stated that he was just setting that expectation due to the amount of time that had passed. He stated that there may be other options, and the customer started threatening to find other ways to resolve it.

  The agent that he spoke to is in sales, not claims or even customer service, and he was trying to answer the customers questions to the best of his ability but the information he had was outdated (and therefore incorrect) anyway. We used to provide carrier insurance to customers to file claims themselves, but that is not how our claims department works anymore. Once a customer files a damage claim and provides all the requested documentation, we go after the carrier directly first. If that fails, we go after their insurance ourselves. If their insurance company denies the claim, we assist the customer in filing a no-fault subrogation claim through their personal insurance and we/the carrier will pay the deductible up to $500.
  

  Had the customer just filled out the damage claim form as he was initially instructed, we would already be working on investigating this damage claim and collecting information. I listened to the call recording (which I can provide if you would like to listen to it) and the customer became combative after being told about the 24-hour window to report damage. He claimed not to know about this, but its clearly stated in our terms, on our website, and in many of our email templates. Our agent did get frustrated with the customer on the call, but he did not yell or argue with the customer. He simply tried to prepare the customer for the worst-case scenario. Their conversation appeared to have ended amicably, but then the customer went and left negative feedback and has now filed this complaint. The damage claim form still has not been completed.
  

  With that being said, all we need to initiate a damage claim is for the customer to fill out the form and upload the requested documents here: https://diytransport.com/damage-claim Please note that the attached screenshot is not sufficient for an estimate. We need a formal estimate from the body shop with line items breaking down all work to be performed and their contact information, as well as an estimate from a second company. The insurance claims instructions have been sent to the customer via email again as well. A ******************** complaint and the negative feedback left online by the customer was 100%unnecessary and, like I said, we could have already been working on this claim.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled vehicle transport from ********, ** to ******* ** on April 7th, 2022. I was given the price of $1450 with a window for pick up being April *****th. On April 27th I reached out to ********* the transportation specialist to inquire about my pick up day. He did not answer. Dispatched called to assign a driver for my car but wanted $150 more for same day pick up. I informed her that my agreement was signed weeks prior for $1450 and I only wanted my window and price honored. The call ended and ********* called me back stating that the computer issued an incorrect price and the discount he wanted to offer he could no longer provide. We then agreed on $1500. I informed him I was leaving the 29th expecting my car to be picked up prior to leaving. He stating he was working on it and would call me Friday. I never heard from him again. Friday April 29th, I reached out to a supervisor named ******* who was updated on the lack of transparency and the lack of communication from *********. After speaking, I was called and told that a driver was found that would transport the vehicle for $1500 but the pick up day was Monday May 2nd. I secured a last minute secure place for the vehicle and departed ************. On Monday, transport did not pick up my vehicle. ********* did not call me. I attempted to contact ******* several times and she has not answered my calls or called me back. On Tuesday May 3rd, ******* sent me a text stating the driver was picking up the car that morning. My car has not been picked up for transport. I have not heard from ******** ********** dispatch, or the "driver". The price rate guarantee was not honored. The window for pick up was not honored. I have not been able to reach anyone who I have spoken to in regards to an update and/or changes. This company has used the BBB platform ratings as a way of securing trust from customers. They are false advertising, asking for money for drivers up front that never show up committing fraud.

  

  Business response

  05/04/2022

  Im not sure where your information is coming from, but the driver confirmed that they picked up this vehicle yesterday (5/3). Pickup was admittedly a few days later than expected, which is why we completely zeroed out the deposit on this order and are making absolutely nothing on it. When we have a driver call in offering to accept the vehicle for more money, we ALWAYS present the option to the customer and the customer ALWAYS has the option to decline it. This is not a standard service industry. Vehicles go up on a load board that works like an auction, and we will occasionally get the equivalent of a lowball bid (like $150 over the listed amount). If the customer is more concerned with getting their vehicle picked up quickly than they are about how much theyre paying for it, they generally take that deal. If saving money is more important, they have the option to turn it down with no issues.
  

  Our 100% price guarantee advertisement on our website is absolutely valid, because the price that our system gives us is the price that we stand by. After speaking with everyone involved and reviewing your file, you were specifically asking for a lower price and any discounts that were available.When we lower the price from what our system estimates, we cant stand behind that price 100%, but we will do everything in our power to keep you as close to that price as possible, as you can see by the fact that we put all of the deposit to the driver and only ended up raising your price by $50 to get it picked up.
  

  Our website is not false advertising and the way we do business is not fraud. We have collected exactly 0 dollars from you and will not be collecting any money, as we performed this entire service for free because we were unable to find a driver as quickly as expected at the price that you wanted. It is the busy season in our industry, and some routes are harder to find drivers for than others. If a driver calls in asking for more, we present the option to the customer and that is all. No customer is ever forced to accept a driver at a higher rate, and we could have left the price where it was until a driver accepted the load at that price, but it would have gone further out of your window. The driver also doesnt collect any money until he arrives to delivery your vehicle successfully. Im not sure how any of that could possibly be viewed as fraud.  
  

  Regarding any lack of contact, I apologize if ******* or your rep did not get back to you in a timely manner, but no one is ignoring you. The notes indicate that you left voicemails for us after business hours,and that our team reached out to you the following day. ******* is, in fact,NOT a supervisor. A simple call to the main line and asking to speak to a supervisor would have been a better way to go about addressing these concerns rather than filing a formal complaint with the BBB. One of our managers would have been happy to look into your situation and see what we could do.
  

  Regarding the details in your complaint, you marked the complaint as repair issues? Im not sure what any of this has to do with repairs in any way. The desired settlement is a billing adjustment, but we have literally not charged a ***** so Im not sure what youre expecting to be refunded. We will not be altering our website because it is, in fact, not false advertising. Your situation is unfortunate, and we are doing everything in our power to resolve it, despite the actions that youve already taken against us, but presenting you with an offer from a driver who wanted more money is in no way going against our price guarantee. It is simply an offer to get things moving faster.
  

  Finally, regarding the small price increase of $50, the contract that you signed when you booked your order specifically states the following in section 23:
  

  The Customer acknowledges that, due to the instability of the current price of diesel fuel, there may be a price increase to the original quote. In the event that the price is increased, EAS will contact the Customer first to advise them of the increased cost. Agreeing to this increased price will ensure that the vehicle will be transported in a timely manner. However,the Customer reserves the right to refuse a price increase. In the event of a refusal from the Customer, EAS continue looking for a carrier at the original quoted price. Should the Customer choose this option, they agree and understand that it will most likely take longer than originally anticipated to dispatch the vehicle.
  

  Ultimately, none of these expectations laid out in the desired settlement are reasonable, and the vehicle is already on a truck to its destination for delivery. A formal complaint was unnecessary and our team has already been working hard to make this work for the price you were quoted.

*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. ↩