BFL, Inc.

We have sent checks to this particular customer 1st check was sent after initial request of refund to *** *** *** Los Angeles, CA $After 2nd conversation, customer insisted the check to be sent to the pickup location of the vehicle : *** *** *** ***, Savannah, GA check#
$*** *** *** ***, Savannah, GA 2/16/18. Customer paid using her ECHECK, and can also be refunded by ACH, she must share bank account information of where we can direct deposit the $and cancel the checks that we have sent out

Complaint: [redacted]
I am rejecting this response because: A new driver with a wench was never assigned. There was one pickup date for 11/14/17 and the driver was unable to get the vehicle. When I finally received a response, they merely said they could schedule a new driver and it could be up to $50 more expensive. I informed them that was unsatisfactory and that was it. No driver was assigned. 
Sincerely,
[redacted]

Hello,Thanks for the feedback, I have taken a close look at the order and looks like our initial agent that set up the order was not aware that vehicle is Non-Running and provided a quote for a running vehicle which a confirmation was sent out for.I did notice that you have informed your initial...

agent that vehicle was not running, it could be that she missed that information and did not provide an accurate quote for a non-running vehicle. Eventually we did schedule a driver with a winch to be able to load your vehicle for the original price of a running car, saving you $75, ultimately we did provide you the service of arranging a trucker to pickup and deliver your non-running vehicle and do apologize for the inconvenience caused.

We appreciate you taking the time to share your experience with us and we regret to learn you are unsatisfied with the service you are receiving. Please allow the opportunity to explain that we did our best to accommodate your shipment for our economy pricing which is the lowest to get the job done...

and is considered a stand-by rate for estimated 1-8 business days pickup window. Our economy pricing is considered the lowest amount a trucker is willing to accept that would be going this route, we have to wait for a trucker to become available within 5-10 mile radius of your pickup location, and also has other deliveries 5-10 miles of your destination, which can take time especially for a remote pickup/delivery location. As you can understand as a broker Nexus has to rely on truck drivers to be available to handle the shipments and do have access to all carrier companies that would be running this route. Nexus did not raise the price on you, however our dispatchers managed to communicate with a trucker that was much further out from your pickup location and out of the way that was willing to pickup your vehicle, however the trucker did request additional funds due to having to go out of their way to pickup and deliver only your vehicle. We did contact you to inform you of this available option and decided to decline and wait for a trucker to become available for the economy pricing. Ultimately the extra funds are being requested by the driver, not Nexus and as an auto transport broker we are obligated to offer you these options. We do apologize for the inconvenience, and if you felt that we raised the price, in reality the actual carrier would have collected the additional fees towards their carrier pay, as an auto transport broker we charge a small deposit in order to work on assigning a driver for your shipment, our terms and conditions state that deposit is fully refundable upon request to cancel the shipment which we never received from you until this letter, a full refund of your $150 deposit has been processed. Our agents worked hard and spent a good amount of time looking for truckers that can pickup and deliver your vehicle and even offered to pay more money to the drivers from our company on a difficult route, we did our best. We hope this explanation makes it easier to understand how the auto transport industry works and do apologize for the inconvenience. [redacted]OwnerNexus Auto Transport