Resolving Complaints with Vehicle Shipping Companies

So, what happens when your car shipping experience runs into problems which cannot be resolved? ShipVehicles does their best due diligence when allowing shipping companies into our network, checking for proper insurance, up to date DOT records and the like. And we also were the pioneers in the industry in introducing a consumer rating system for vehicle shipping providers on our network.

But, things don’t always work out as hoped, and there are a lot of companies out there providing services who are not on the ShipVehicles network. So, who do you call or write when you’re unable to resolve issues with the company providing you service?

A great place to start is with the Better Business Bureau. They are not perfect, and they seem to get complaints themselves from business owners, but they are your best first line of defense and resolution. If you suspect you are going to be having issues with the company providing you vehicle shipping services, check out their BBB record by doing a search here.

Have others had issues with this company already? If so, that isn’t a good sign and you should be wary about your own transport process. If it is already to the point where you have an issue with the company they are unwilling to resolve, let them know you will be filing a BBB complaint on their business. This alone sometimes is enough to grease the wheels of resolution. If that doesn’t work, then you should file the complaint using BBB’s online form.

The next step would be to contact the entity with the most power (yet least oversight), the Federal Motor Carrier Safety Administration (FMCSA). This is the division of the U.S. Department of Transportation that oversees the safety of motor carriers operating in the United States. Auto carriers and vehicle shipping brokers are registered and licensed via the FMCSA.

Get the ball rolling by either calling in a complaint to 1-888-DOT-SAFT (368-7238) Monday through Friday between the hours of 9:00 AM and 9:00 PM EST. or by filling a complaint electronically here.

The FMCSA has a lot of power, as it holds the ability to grant or revoke the US D.O.T. Motor Carrier license and approval. Without these, auto carriers and brokers are not legally entitled to provide their services to anyone.

The reason we say the FMCSA has the least oversight is because historically, the FMCSA has been grossly undermanned, but mainly because their core mission statement is directed toward operational safety, not consumer protection. You can get good assistance here with consumer issues, and it is very important for the FMCSA to know about serious complaints, but the cogs will turn slowly for consumer complaints, especially if they are not serious in nature (theft, safety violations, extensive vehicle damage, fraud).

Important: The FMCSA is not someone you call to complain that your car is a day or two late showing up. You call them when your car and maybe the company transporting it has fully disappeared. Or, call them when you can’t get a vehicle shipping company to pay for damages to your vehicle incurred during the transport process. Reserve this line for when you have been wronged, not when you have been inconvenienced.

If the BBB and FMCSA aren’t getting you anywhere, and especially if issue at hand is something serious like vehicle theft or financial fraud, it is time to call your local sheriffs office for assistance. Again, this is only for serious issues that are criminal in nature. You don’t want to be calling your local law enforcement if you have a new paint chip on your hood.

We hope this helps you in resolving any serious issues you might face in this process. We encourage consumers to work toward a friendly resolution with their service providers before you resort to using anyone from this list.