At Bigfella Auto Express, our commitment is to provide a seamless and professional experience for every customer. Recently, we encountered an issue with a carrier, TTC Group Corp (USDOT 4123196, MC 01577375), that did not meet our standards of customer care. Below is an outline of the issue and the swift actions we took to protect our customers.
A dispatcher from TTC Group Corp requested an unauthorized $100 payment directly from our customer via Zelle under the claim that it was needed to proceed with pickup. This demand was made without our knowledge or approval. Furthermore, the customer reported persistent, harassing messages from the dispatcher, pressuring them for payment and creating an uncomfortable situation that should never happen.
This behavior is completely against our company’s standards and practices. We take pride in handling all customer transactions through secure, transparent processes and ensuring our carriers adhere to the same principles.
We acted immediately to address this situation and ensure it does not happen again:
Reported to Super Dispatch: We promptly reported TTC Group Corp to our Transport Management System (Super Dispatch) for unauthorized and unprofessional actions. This helps alert the TMS to these issues and protects other brokers and customers from similar experiences.
Removed TTC Group Corp from Our System: To prioritize your safety and peace of mind, we have removed TTC Group Corp from our approved carrier list. They will no longer be assigned to any future transports through Bigfella Auto Express.
Communicated Clearly with the Customer: We reassured the customer involved, advising them not to make any unauthorized payments and ensuring they understood we were addressing the issue on their behalf.
Your trust is our priority, and we’re dedicated to creating a safe and stress-free experience. If a similar issue ever arises, we encourage you to report any unauthorized requests or unprofessional behavior to us immediately. Here’s how we’re keeping your experience protected:
Single Point of Contact: All payment requests, instructions, and communication come directly through Bigfella Auto Express. If you receive any unexpected or direct requests from drivers or dispatchers, please let us know right away.
Clear and Upfront Charges: All fees, including any for special equipment or handling, will be clearly communicated and agreed upon in advance. We’ll never ask you to pay additional, unapproved charges.
24/7 Customer Support: If you have concerns at any point during your transport experience, our team is here to provide support and take immediate action when needed.
If you experience any unprofessional behavior or encounter a situation that doesn’t align with the high standards we uphold, please let us know. Reporting issues as soon as they arise allows us to resolve them quickly and maintain a network of trustworthy carriers.
We’re here to provide an auto transport experience you can count on—safe, reliable, and transparent from start to finish. Thank you for trusting Bigfella Auto Express, and please don’t hesitate to reach out with any questions, concerns, or feedback.
Conclusion: Your Satisfaction and Safety Come First
At Bigfella Auto Express, we are proactive in addressing issues and removing any carriers that fall short of our standards. By working together, we can ensure your transport experience remains positive, secure, and worry-free. Thank you for allowing us to serve you, and for helping us keep our services top-notch.