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Dear Mr [redacted]. We understand your frustration on this issue and would like to respond. Once the order is placed you receive a calculated rate based on internal pricing statistics of what carriers accepted before on your route. Once the order is in our internal system all carriers see it...

and respond with dates and conditions of the pick up. Due to seasonal changes and availability of other vehicles on your route locating a carrier to match your price takes more time and our job is to bring every possible option that we have to you as our client to move your vehicle. You have an option to accept it or not before the pick up. We would love to match your price, but operate only by what carriers are willing to move it for and have a lowest fee on our side among other brokerages.

Hello Mr. [redacted] We recognize that you got in touch with our representative and got an estimated price for shipping your vehicle. But soon after it, you canceled the agreement willing to go with another company. There were no charges since you've never even provided your credit card. If you will...

have any other questions please feel free to contact me directly @###-###-####. [redacted] movewheels.com team

Complaint: [redacted]
I am rejecting this response because: my contract was with Movewheels not the driver himself. When the driver never picked up the car as planned I had to call Movewheels myself. I was told that they could get me another driver but at a much larger cost to me. I expect Movewheels to get me a driver at the price that was contracted at. If I had cancelled at the last minute they would have taken their commission out of my credit card so the same should apply if they fail to get me a driver at the contracted price. This is the cost of doing business and to keep their name in good standing they should have either found another driver and if more expensive then they should have taken the hit on their end. They also should instruct their employees not to threaten their customers. I was told if I called the Revdex.com they would blacklist me and then no one would transport my car. I had to go to another broker and pay $845.00. That is $170 more than I had a contract with Movewheels. this is not acceptable for a credible business
Regards,[redacted]

Dear customer, we are sorry for the inconveniences.  Your manager did her best to assign the driver for you, she spent a huge amount of time trying to find the carrier for your order. It's not how we usually treat our customers. Our company takes it very seriously, this is a huge oversight on...

our part. From our side we did everything to help you.  We have delete all information about you from our system. And you can be sure that we will not disturb you any more. We are very sorry for your negative experience.

Hello Mr. [redacted], Thank you for your feedback. We deeply apologise for your inconvinience and surprised that such a situation occurred. Regular payment consists two parts: first - carrier pay (payment directly to the driver for his services) and second - partial deposit (it goes towards paying...

tolls. taxes, insurance and fees during the route).We clearly indicate all payments in the contract between customers and our company. Since you've signed the contract we assumed you understood how the payment works and had no questions about it.We will do our best to improve our service and give close attention to the issue you described. Best Regards. Movewheels.com

Dear [redacted],We apologize for misunderstanding. According to our system, we can see that your order was placed with help of autotransportdepot.com/. AutoTransportDepot.com it is a network of trusted automobile transport companies that have united to form a simple, yet convenient way to compare...

auto shipping rates. It means that all information you put at this site is selling to the different brokers company. And we also bought your information.It is not interesting for us to sold information of our potential customer. Our official site is movewheels.com where you can also place an order. In this case this order and your personal information will be visible only for our company.From our side we did everything to help you. We have removed you from our list several days ago. So our company would not disturb you anymore.But we can garantee nothing about others companies.Thank you for understanding

Dear, [redacted]. Again, we regret very much about the experience that you had. There are a lot of things that are not under our control in shippings. We would be glad to help you out anyway we can to coordinate some refund, but don't have record of payment from you on this order. We are only able to manage any refunds within amounts of deposits received. As a courtesy we offer your next shipment at 0 company fee. We care about your situation very much. Our normal company fee is $169 and we'll waive it for you on your next order.

Complaint: [redacted]
I am rejecting this response because: And I understand that, as I give estimates for a living as well. Which is why you don't give people empty promises. 3 people from your company promised me the price would not change. Instead, you all should have made it clear, this is an estimated price and could change. Then there wouldn't have been a problem. But since you promised me over and over again, I left my car half way across the country and went home. If I would've known the price could've changed from the beginning, I most likely would have stayed and fixed it, and drove it home. It's still setting down there, I have no car currently to drive, because of your empty promises. So you have to understand my circumstances, and where I'm coming from on the costumer end. I just wish you would have been up front with me. I know why you do business the way you do. You give people low prices, lower than all other companies, to gain business. So that people will sign a contract. And then when you realize you can't find a [redacted] that cheap, you tell the customers you need more money. And they probably go ahead and pay the extra because they've already signed a contract. Just like I would've done out of desperation if I had the extra money. And if the customer backs out, you charge them a $75 cancellation fee for cancelling the contract, when it's yours company that can't keep your pricing promises. I'm tired of playing cat and mouse with BWT honestly. So here's what I'm proposing.....you cancel the contract. I'm still willing to pay the $650. You're not willing to do the job for what you quoted me ($650). So if anyone is cancelling, it's you. So it would not be fair for me to pay a $75 cancellation fee. 
Regards,
[redacted]

Dear [redacted],we received your request to move your vehicle on the 19th of June. Your order was created on the 26th of June after few follow ups. Once we calculate the price, we check how much carriers accepted before and the current route situation, keeping in mind the first available pick up day (which was in the month from that day). At that point price we gave you was totally acceptable by the carriers. We always kept you updated with the status along the way and were honest with you. We did not want to give you the late notice, but most of the drivers start loading their trucks a week before, so as soon as we heard from them, we did let you know. July is high season, route situation can change drastically within the day, and it is not something that we can control. On 20th of July we sent you email that there was the 100% rated driver, who can transport your both vehicles for your time frame and notified that the price he asked to do the job for was higher than originally was quoted, as higher paying cars popped up on that exact same route. We would never assign a carrier to pick your vehicle up without your final confirmation. You accepted that offer and we discussed payment terms. We did advice to pay a partial payment with the credit card and remaining balance with cash or certified funds on delivery to the driver, because otherwise once you are paying the whole amount with the credit card we have a SUR charge of 3.5% by the bank. We always give our clients the options to choose from. We are very sorry for the misunderstanding and the inconvenience it caused. It is huge disappointment for us too. If you decide to ship with us next time, we will be happy to waive company fee for you.

Dear customer,We, as BWT group dba MoveWheels LLC, have no liability or responsibility for any damage to vehicle(s) and/or the contents of said vehicle(s) during transport or at any other time. By signing the document you had agreed to its conditions. We have provided you with the...

Liability certificate, and with the insurance company that works with the carrier. So by the contract (with you and with the 3-rd party), you have to handle the question of damage, with the carrier company. We do very apologize for such a carrier being assigned, we will definitely not work with them in future.Best regards.MoveWheels

Hello Mr [redacted], We are sorry for the inconvenience. Your vehicle has been successfully delivered with no issues. We apologise for this misunderstanding, if you need further assistance please contact your shipping agent or give us a call @ direct line you can find on our website. Best Regards,...

[redacted] Movewheels.com team

Dear [redacted], we totally understand your concern and regret that you were not pleased with your experience. When we quote the price originally we operate by the information we have such as statistics of recent moves on your route. We always try to provide as accurate pricing as possible but there are...

millions of routes and every single shipment is unique situation. We always depend on carriers and their routes and schedules, but our job is to present you every offer that we get from carriers, because we car about your timing.  This is why we specifically state in our contract that we have obligation to notify our customer about any changes to the original terms (if there are any)  before the pick up for final approval. All brokerages have access to same database of carriers and same pricing. We presented to you the very best offer we had and apologize that it didn't meet your expectations. Due to that we made a discount from our side and charged only 1/3 of regular deposit that we charge. We don't have ability to influence the amount paid to the carrier. As a compensation we would gladly offer you next shipment without any our fees. Sorry again and hope we could do better business in future.

Dear [redacted].Apologize for the long reply. It is clearly stated in our contract and terms of conditions that we are a licensed broker and will be hiring a transport company to do the move. Never meant to hide this information for any reason. Also, we got in touch with [redacted] service and they informed us that all the violations for your plates were resolved. Also they confirmed that pictures of the violations show that the vehicle was actually on the truck while passing, which is the reason they resolved the violations. We hired a transport company with excellent internal reviews and not a single negative issue. As there is no other valid proof of mileage difference, we are not able to help you file a claim to carriers insurance company, so you would have to resolve it directly with a carrier. We would love to help you anyway possible, but did our job according to the contract.

Hello Mr [redacted],We apologize for inconvenience, The price that was initially provided to you was an estimated price based on statistics of average prices. It does not include holiday fluctuations. This price should be confirmed by the driver first, and it clearly said in the contract, right...

above the signature. Niki did her best to find you a carrier for an initial price, but, since not a lot of drivers are willing to work in the holidays and demand is sky high there were no matching options. Afterall, she offered you the next best option and, since you agreed by signing the contract, assigned you a carrier. If you will have any further questions - feel free to contact me directly @ ###-###-####Best Regards,[redacted]movewheels.com team

Dear [redacted], Please accept our apologies concerning this issue. You manager [redacted] did her best to assign the driver for you, she spent a huge amount of time trying to find the carrier for your order. She gave you the price basing on previous shipments, yet the prices are changing constantly and...

we can't always influence decisions of carrier companies, so they can raise the original quote. We are very sorry for your negative experience.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
They left out every single detail of what they did wrong - if things went the way they said they just did there would be no complaint. They didn’t acknowledge the fact that they booked the carrier illegally and without my consent after the contract was void and cancelled. Regards,
[redacted]

Dear [redacted], we are sorry for inconveniences.The original price was based on the [redacted]' prices, that were available at that moment. Then the driver we assigned to you cancelled, because he took other orders and for that day noone was available to take your car for that price. Next offered price,...

which was higher, was only an option your manager [redacted] offered you. However, we could still continue looking for the driver for the original price, but for that we would need more time. [redacted] was never meant to offend you.

Dear customer, we are sorry to hear about your disappointment with our services. Pricing is extremely important and we always try to bring it to the customers as clear as possible. The price you were given at the beginning was an estimate based on statistics data that we have and previous moves done...

by carriers, unfortunately we are not able to influence the end price since it is based on an offer of a specific carrier who was ready to move your vehicle, only thing we could do is accept the offer or decline it and continue waiting for an available carrier for original price. We represent your shipping needs to carriers and fight hard to achieve the best pricing result, but are obligated to bring you every option that comes up for you to decide to accept it or not. On your next move we'll give you a significant discount from our commissions to help with inconveniences you had. Our deepest apologies and hope we could do business in future.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: because at the time [redacted] was telling us prices would only go up even more if we didn't accept this offer, as well the price kept changing each time that he called. It was not the contracted price that we had discussed originally.
Regards,
[redacted]