How Bigfella Auto Express Handles Payment Fraud and Protects Vehicles

I want to clarify a recent transport situation review posted on this forum to provide transparency and share how we protect both our customers and carriers.

Here’s what actually happened:

• Our drivers use digital Bills of Lading (BOLs) only; no physical copies are carried.
• The dealership requested a printed BOL, which could have been resolved by emailing it, but the driver left because he was not allowed to complete the pickup under those conditions.
• The customer attempted to split the payment between pickup and delivery, which violates our payment terms and this was explained numerous times.
• The customer also tried to pay with a different credit card than the one on the signed authorization form to attempt a charge back and triggered our payment security.
• These actions are considered an attempted chargeback/fraud, which is why we required cash on delivery to release the vehicle.
• We documented the incident and reported the fraudulent payment irregularity to law enforcement as a standard fraud prevention measure.
• Our priority throughout was safe, secure, and professional vehicle transport, and communication was maintained through our official dispatch channels.
• We dispatched two carriers and informed the customer his pickup window at the dealer was 5-7pm not "Before 5pm" once we reassigned the transport pickup.
• Customers cannot make their own payment terms after signing a contract agreement because they feel like it.
• The customer then decided to go on a online attempting to trash us and play a victim because we caught his fraud attempt and switched him to COD.
• There was nothing the driver or carrier did wrong the dealer decided to not let him take the car because of his "feelings about the driver".
• Carrier used was Taisa Transport LLC dot 2449889 who has a 100% Rating and has been in business since 2013.

At Bigfella Auto Express, we take payment security and carrier protection seriously to ensure every vehicle is transported safely and professionally. Read our blog below. Thank you!

Protecting Customers and Carriers: How Bigfella Auto Express Handles Payment Fraud Attempts

—Bigfella Auto Express