When Customer Reviews Cross the Line: Exposing Unethical Abuse in Auto Transport

In the world of auto transport, trust is everything. Brokers like Bigfella Auto Express serve as the connective tissue between customers and vetted, insured carriers. But what happens when a carrier or a customer becomes combative, disregards all communication protocols, and then retaliates online with false or misleading claims?

That’s exactly what we recently experienced.

After delivering a vehicle on time — including removing it mid-route from a multi-car carrier and placing it on a solo hauler to meet a last-minute customer request — we were hit with a scathing 1-star review. The review misrepresents nearly every part of the process, including communication timelines, delivery expectations, and equipment usage.

We're sharing this not to rant — but to educate consumers and fellow brokers on the unethical practice of misusing public review platforms to vent, distort, or defame. Below is the actual Bill of Lading (BOL) for the shipment in question, along with photos showing the vehicle was delivered safely and in the same condition it was picked up.

👉 (We’ll be attaching the BOL and delivery photos here for full transparency.)

How the Situation Unfolded

• The customer was notified of an estimated delivery window between Friday and Saturday.

• On Saturday, they notified our team — mid-delivery — of a dinner reservation and insisted the vehicle arrive before 6 PM.

• Despite being on a multi-car hauler, we made an operational exception: the vehicle was moved to a solo-car carrier to accommodate this last-minute request.

• The vehicle was delivered on time and undamaged, but the customer later claimed the use of a U-Haul-style trailer was “unprofessional,” despite being fully compliant, legal, and insured.

• The customer disregarded repeated instructions not to contact the carrier directly, and instead ignored our 24/7 text line and email support.

The Ethical Issue

Public review platforms are meant to help other customers make informed choices based on truth. But when reviews are weaponized — either by disgruntled customers or retaliatory carriers — they distort reality, create reputational harm, and threaten the integrity of honest businesses.

We’ve seen firsthand how easy it is for someone to leave a detailed, emotionally charged review that omits context, defies documented facts, and presents fiction as truth. In this case:

• No delivery window was ever missed — ETAs were provided based on traffic and DOT-regulated hours.

• GPS was never promised — as our dispatch email and FAQs clearly state.

• Communication breakdowns occurred because the customer refused to use the proper channels.

This kind of review isn’t just unfair — it’s unethical. It violates the principle of mutual respect and transparency.

Lessons for Brokers and Customers Alike

1. Stick to the communication process. Calling drivers directly only creates confusion and delays.

2. Understand that delivery estimates are flexible, especially on multi-car haulers.

3. Don’t manipulate the review system to punish companies who followed policy — especially when your service was completed on time.

Our Commitment

At Bigfella Auto Express, we’re proud of our record — over 2,000+ successful transports, the majority with 5-star feedback. But we’re not immune to abuse of the review system.

That’s why we believe platforms like Google and Super Dispatch must take a firmer stand against fake, retaliatory, or misleading reviews. Businesses that operate ethically deserve the same protection that customers do.

If you’ve experienced something similar — as a broker or business owner — we urge you to document it, speak out, and report it. Transparency should go both ways.

For questions or to report suspicious review activity:
📧 support@bigfellaautoexpress.com
📲 24/7 Text Line: Found in your dispatch email

Let’s keep the auto transport industry ethical — and honest.