When Fake Reviews Target Honest Businesses: How Bigfella Auto Express Handles False Claims with Transparency

In today’s world, online reviews can make or break a business. For many customers, the star rating they see on Google is the first (and sometimes only) factor they use to decide whether to reach out. But what happens when those reviews come from people who were never actually customers?

At Bigfella Auto Express, we believe in transparency — not just in how we transport vehicles, but in how we handle feedback, communication, and accountability. Recently, we received a review from someone who claimed to have experienced “poor communication” during the quote process. However, after checking our records, there was no completed quote, no deposit, and no contract associated with that name or email.

In other words — this person was not a customer.

Why False Reviews Matter

Fake or misleading reviews are more than just frustrating; they can create confusion for real customers and distort the online reputation of companies who genuinely care about service quality.

Auto transport is a complex industry where brokers, carriers, and shippers must all communicate clearly. When someone who never booked a shipment posts a negative review, it not only misrepresents what actually happened — it also takes attention away from verified customers who rely on authentic feedback to make informed choices.

Our Quoting and Communication Process

At Bigfella Auto Express, we’ve built our quoting process around clarity, speed, and accessibility. Here’s how it works:

• Instant Online Quotes 24/7: Our website features a quoting tool that provides instant vehicle transport estimates anytime — day or night.

• Business Hours: Our operating hours (listed across all our sites and social media) are clearly stated. All inquiries are handled via our ticketing system within 24–48 hours.

• Quote Expiration: Each quote is valid for 24 hours. If no deposit is made within that time, the quote automatically expires. This prevents confusion and ensures customers always have the most accurate rate for their requested dates.

Every communication touchpoint is logged and time-stamped through our CRM system to ensure transparency and accountability.

So when someone claims “poor communication” without having completed any of these steps, it’s clear the feedback doesn’t reflect an actual customer experience.

Our Commitment to Real Feedback

We welcome authentic reviews — good or bad — from real shippers who’ve completed a transport with us. That’s how we improve and grow. Every verified review you see linked from our website or Google profile corresponds to a real order, backed by a bill of lading and confirmation of delivery.

But when a non-customer leaves a review accusing us of issues that never occurred, we respond with professionalism, facts, and transparency. That’s why our response stated:

“After reviewing our records, we can confirm there is no completed quote, deposit, or contract under your name. You are not a customer, and this is the only review we’ve received from someone without a booking. Our business hours, quoting process, and response times are clearly listed in our online terms. All inquiries are responded to within 24–48 hours, and our quoting tool is available 24/7.”

We don’t argue — we verify. We let documentation and accountability speak for themselves.

The Bigger Problem with Fake Reviews

Unfortunately, fake or manipulated reviews are becoming more common across all industries, not just auto transport. Some individuals — or even competitors — may attempt to post misleading feedback to influence search rankings or discourage customers from choosing a particular company.

At Bigfella Auto Express, we actively monitor for this kind of activity and submit documentation to Google when a review violates their terms of service. We also encourage our verified customers to share honest feedback — not for our benefit, but to help future shippers choose a company they can trust.

Transparency is Our Policy

From start to finish, every transport through Bigfella Auto Express is handled with full transparency:

✅ Clear pricing and quote expiration timelines
✅ Documented pickup and delivery updates through our dispatch system
✅ Communication logs for every inquiry
✅ Verified reviews from actual shippers

Our mission is simple — to deliver vehicles safely, efficiently, and honestly, while protecting our customers (and our reputation) from misinformation.

Final Thoughts

We understand that reputation matters in auto transport. That’s why we’ll always stand by verified facts and documented service history, not anonymous online claims.

To our real customers — thank you for trusting us with your vehicles and for taking the time to share your experiences. Your support helps us continue to provide the honest, transparent service that Bigfella Auto Express is known for.

And to those considering shipping their vehicle with us — rest assured, what you see on our site and in our verified reviews is the real story.

Bigfella Auto Express
Transparent. Verified. Reliable.
www.BigfellaAutoExpress.com