Business ProfileforBWT Group, LLC. dba movewheels.com

BBB Serving Northeast Florida & The Southeast Atlantic has discovered that BWT Group, LLC. dba movewheels.com offers incentives to customers to provide reviews on their company. It is against BBB policy to accept reviews from individuals that have received payment or incentives to provide a review. BBB Serving Northeast Florida & The Southeast Atlantic  believes that this practice began on or about July, 16, 2016.  Furthermore, non-disclosure of incentivised customer reviews is inconsistent with the BBB Code of Advertising and FTC Endorsement Guides. BBB Serving Northeast Florida & The Southeast Atlantic has removed reviews that were submitted to BBB on or after July 16, 2016  and has ceased publishing and accepting customer reviews while BBB Serving Northeast Florida & The Southeast Atlantic attempts to resolve this issue with BWT Group, LLC. dba movewheels.com.

BBB requested consumer contracts for BWT Group, LLC. dba movewheels.com customer review submissions. When the business provided the contracts in question, the pricing and shipping information included the following statement:

$Price  ($75 will be covered by MoveWheels.com according to the rebate programme and the customer’s obligation is to leave 3 positive feedbacks)

In addition, a consumer provided BBB an email from a BWT Group, LLC. dba movewheels.com representative which stated the following:
Subject: GET A $50 DISCOUNT FOR NEXT SHIPMENT WITH (BWT REPRESENTATIVE) FROM MOVEWHEELS
Hi, this is is (BWT Representative) with Movewheels transportation company. I helped you with shipping your vehicle. How was the delivery? Did you like your experience with our company?
If you leave your feedback on both webpages you can get $50 off for future shipping with our company. Here is your personal discount code (6 digit code) It has no expiration date. It will be activated once my manager confirms two positive feedbacks from you on these webpages. If you will leave more than 2 positives, it will be $75 discount.

Our files contain a pattern of complaints from consumers that allege BWT Group, LLC. dba movewheels.com employs bait and switch tactics to engage consumers in auto transportation contracts. Specifically, consumers complain that although they are promised one price by company representatives, and are told that this price is the final price for all transportation costs, after the contract is signed consumers report that the company charges them additional fees and that the price the consumer agreed to originally was only an estimate of the cost. Additionally, consumers allege that the company fails to honor the terms and conditions agreed to by the consumer, especially with regards to date and times promised by the broker. 

On December 8, 2017, BBB sent correspondence to BWT Group, LLC. dba movewheels.com requesting their voluntary cooperation in resolving complaints on file with BBB and providing steps it will implement to eliminate the pattern of customer complaints.

BWT Group, LLC. dba movewheels.com replied with the following statement:

In your letter you referred to the problem that exists across the entire freight and auto transport market- prices cannot be guaranteed until confirmed by the carrier. In our contracts we clearly state that all prices are estimated and are a subject to confirmation to the carrier.

Due to the nature of the market additional details often emerge. Vehicles are sometimes different than what customers described (modified, loaded,  with household items, inoperable), locations might be a lot more distanced from main routes and harder for a truck to access than indicated by the customer, among others.

Brokerage companies like ourselves usually take most of the blame should anything go wrong with the shipment.

We provide estimates to customers based on previous shipping records on their routes and similar vehicles in our database, most of the time these estimates are automatically calculated in our system. We always state the price is an estimate and has to be confirmed by the carrier. Once the driver is found we process the final confirmation with the customer and process the final confirmation with the customer and confirm final conditions prior to assigning the driver and sending him to pickup location.

We would like to underline that we are shipping approximately 1400 vehicles per month amd most of the times estimated prices match the final rates. Variations, when they exist, can be both up-and-down-sides. However, we never hear complaints when customers end up with a confirmed rate that us lower than the initial estimate. We are constantly working on improving our rate calculator to increase the accuracy of our estimates.

Customer always has the option to cancel the contract, we never charge or authorize the customer’s credit card until we have a final confirmation from customer and carriers assigned to the order. Price never changes after final contract is signed and rate is confirmed. It’s a standard practice in freight and car shipping industry-to sign preliminary estimated contracts and finalize the deal once driver is ready to be assigned to the order.

Customers don’t often understand how the process of the car shipping industry works. As you see we were getting complains for vehicles damaged by drivers, even though we clearly indicate and explain that after pick up that carrier is totally responsible for the vehicle and claim needs to be made to the carriers insurance company and we are happy to assist with that.

Customer satisfaction is very important to us and we are are ready to do what it takes to lower the number of complains.