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MoveWheels complaints

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411 Walnut Street Num 4179
Green Cove Springs, FL 32043 | Get Directions

(904) 863-5350

http://www.movewheels.com

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Total Amount in Dispute:
$625.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

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.

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.

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

1 complaints against MoveWheels

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4/11/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $625.00 Amount Settled: $0.00

Customer Complaint

2/24/2022

So, I was quoted price 350.00 and I was out of state from my vehicle. I talked to Melissa and David multiple times. They assured me the driver would take PayPal as a form of payment. Then the day of pick up the price suddenly changed to 625.00. Again they assured me that the driver would take PayPal as I was out of state from my vehicle and the shop location. The driver gets to the shop tries to demand more money refusing to unload my vehicle. He calls me and says that Melissa and David lied to him as well. He doesn't have PayPal. So it was a giant unnecessary mess, which they didn't even care about foxing Resolution Sought A refund of the broker fee of 225.00 would be satisfactory as they lied to me multiple times. But mainly I want to warn others of their unprofessional handing of customers

Company Response

3/30/2022

We do apologize for any misunderstanding. We reviewed the contract once again and haven't seen any note about payment terms changed. For the final confirmation, we send an email with driver's info to each Client before pickup with all info for the carrier and payment details with some other instructions briefly. We reviewed the email and it's written there that the remaining balance has to be done with COD as stated in the contract. We attached the printed copy of the email to the reply. We do apologize for the inconvenience with an estimated quote change. As a broker company, we depend on the market price and can't predict the final rate until a specific driver is scheduled for pickup. If the driver is canceled by any reason and another driver from the same carrier company can't pick up the vehicle due to lack of trucks on the same route, we have to look for another carrier which can cause a price change too as it's due to the carrier's confirmation. It's written in the paragraph "7.Cancellations and Fees": 11. BWT GROUP LLC (Movewheels.com) reserves a right to opt out of the shipping contract in case of inability to assign a carrier for original price and conditions due to everyday changing carrier availability. In this case, BWT GROUP LLC will try to offer alternative shipping option for client consideration. If we are not able to get a confirmation from the carrier for the quoted estimated rate, we offer the client the lowest options we received within the requested time frame and it's up to the Client to accept or to decline. If you have any questions left, please feel free to contact us! Thank you for your understanding.

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