Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

1 complaints closed in last 3 years.

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Membership Information

This business is not a member of Business Consumer Alliance. This fact does not disparage the company in any way.

Recent Review

Posted on 4/28/2020 Quinnette J.

The bait and switch is unethical.

I was quoted $1800 to move two vehicles from California to Illinois from Beverly. I was told that I would only pay $100 when cars are picked up on Wed. 4/24 and that the remaining balance would be due on delivery 4/28. Perfect, so I thought. After I provided Beverly with my cc information 2 days later I receive a notification from my bank showing that $600 had been taking out of my account. Mind you no one has picked up my car. When I called and emailed Beverly provided me with conflicting information. This is what she said "There was a change of the driver,(Due to Covid 19 the original driver was not able to make it, so we had to use another one and therefore I sent you this email so that you have the right info right away! and this carrier is using another type of the insurance and that is why since it is a new carrier company- the breakdown on the payment is different. It makes absolutely no changes on your total bill which is $1802 for two cars. Your credit card was PRE-AUTHORIZED for the amount that will be deducted after pickup. It will not be charged again, don't worry." No one called to tell me that my card was being charged or that there had been any type of change. All she said was sorry for the inconvenience and that I would not have to pay anything else until cars were delivered. Cars were picked up on Thursday and my card was charged $200 on Friday. When I called they said they had to pay for taxes and tolls. No one called to tell me this prior to charging card.

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Complaints and Resolutions

Total Amount in Dispute:
$625.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Our complaint services are free and our team of expert mediators will assist in resolving complaints with businesses.

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Complaint Closing Statistics

1 complaints against MoveWheels closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

View summaries of the complaint descriptions and responses.

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Other Information

Company Info

This company's business is automobile transporting services.

Primary Contact:	Customer Service
Business Started:	N/A
Social:

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Licensing

We know of no licensing or registration requirement for companies engaged in this company's stated type of business.

Government Actions

BCA has no information regarding government actions at this time.

Comments and Analysis

Our experience with auto shippers is that although they may advertise fast, responsible and affordable shipping services, their contract does not guarantee anything. Many such firms do not ship your auto themselves despite entering a contract with you, but act as a broker and subcontract the transport agreement to a third party.

Complaints about these companies generally allege that vehicles are not picked up or are not delivered on the date promised, that they are damaged during transport, or that claims for loss or damage are not paid. Deliveries may be days or weeks later than the window given, and the owner may have to rent a car while waiting for delivery or for repair from damages.

Although the broker may legally be liable for any loss or damage you suffer, they will probably refer you to the actual transporter for recourse. The transporter may be reluctant to accept responsibility for the damages. Either way, unless you are dealing with a reputable company, you will probably find it extremely difficult to collect for your damages.

We recommend checking with your own insurance company in advance to see if your policy will cover any damages resulting from the shipment. If not, you may be able to purchase a short-term policy that will cover these costs. You should also remove all personal possessions from your car before it is picked up for shipment.

Other Considerations

We know of no other matter or practice relating to this company that may assist you in your consideration of this company.

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Additional Info

DBAs:

BTW Group, LLC

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