Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Driver/Truck never arrived at arranged delivery time. So I went to facility myself to pick up cargo. Now attempting to get delivery/lift gate fee refunded for 2 months- no one responds to their emails. VERY POOR customer service.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have experienced consistently poor customer service from [Business Name], both online and over the phone. The online chat feature is particularly frustrating, as it frequently times out while Im waiting for a representative to respond. This forces me to restart the process repeatedly, making it difficult and time-consuming to resolve my issue.Additionally, the call center often opens later than the listed hours of operation, resulting in long delays. When I finally reached a customer service representative, they repeatedly confused my order with someone else's, compounding the difficulty of resolving the matter.Tracking information provided by the company is limited and unclear, leaving me without a clear understanding of the next steps or the status of my shipment. The company lost my shipment and directed me to contact the shipper, who then informed me that the item had already been delivered to AAA Cooper Transport. This created a frustrating loop where I was bounced between the company and the shipper without a resolution.Long hold times added to the frustration and further delayed the process of addressing my concerns.Efforts to Resolve the Issue:I have contacted AAA Cooper transportation multiple times through various channels, including their online chat feature and phone support. However, these efforts have not led to a satisfactory resolution, and I continue to face delays, misinformation, and poor service.I am requesting the following:A full resolution to the issue of my lost shipment, including either a replacement of the item or a full refund.Clear and accurate tracking information.Improvements to the customer service process, including fixing the online chat time-out issue and ensuring representatives are properly trained to handle orders.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 14, 2024, FreightQuote arranged for a shipment of flooring materials (PRO#********) to be picked up from my warehouse in ***********, **, destined for *********, **. The agent assured me that the shipment would arrive within one day, a critical requirement for my clients home remodeling project. However, as of November 25, 2024, the shipment has still not been delivered, and there has been zero communication from either DHE or AAA Cooper LTL Freight regarding its status.Since the delay began, I have made countless attempts to contact DHE Freight through phone calls and emails, all of which have gone **************** calls: No one answers customer service lines.Emails: Multiple inquiries have been ignored.This complete lack of responsiveness is both unprofessional and unacceptable.The delay has caused severe financial harm to my client, whose home remodeling project is now stalled. The flooring materials are essential for completing the project, and their absence has caused my client to incur significant additional costs, including:Payment for idle contractors.Rescheduling fees for other services.Potential penalties from project overruns.I demand the following actions be taken immediately:Urgent delivery of the shipment to the client within 24 hours.A formal apology from both DHE or AAA Cooper for this unacceptable delay and lack of communication.Compensation for financial losses incurred due to the delay, including reimbursement for rescheduling fees, contractor costs, and other penalties.If no immediate action is taken, I will escalate this complaint to federal transportation regulators, pursue legal action for damages, and share my experience publicly to warn others against using DHE or AAA Cooper I expect a prompt response to this complaint. Please contact me at ************************ or ************ within 24 hours to confirm the resolution plan.

  Business response

  11/26/2024

  Good morning,

  We are very sorry for the inconvenience this late delivery has caused.  This shipment delivered on 11/25/24 and required **************** along with Residential Delivery.  These requests normally would add a day to transit but, in this case, it was not the root cause of the delay.  AAA Cooper purchased DHE Transport on 11/4/24 and due to the migration of DHE to AACT's system, it has caused delays across their region.  We have been sending additional managers and workers to help alleviate these issues and hope to see the delays reduce soon.  This issue has also caused a huge increase in emails and phone calls, and we have been answering them as quickly as possible.

  Thank you for understanding and working with us during this merger.

   

   

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/19/24 and 9/20/24, I had a series of communications with AAA Cooper Transportation to arrange a shipment of a used woodworking machine from *******, ** to **** ND, for a price of $229.29. All seemed fine,and the item was delivered on 9/30. I now have received a new invoice for $553.29. This now includes the additional charges of residential pickup for $75, liftgate pickup $75, residential delivery $75, liftgate delivery $75, and inspection verification fee $24.Taking these fraudulant add-on claims one at a time: The pickup was at my shop. It is in a residential neighborhood, though there are also some businesses here, including my workshop. The business is in my name. The first rep at *** I spoke with today said that it is residential if I don't pay commercial taxes, and that the destination is residential because it it rural. ????!!! I had informed ******* ****** when booking, that while my neighborhood is mostly residential, there is room for 18 wheelers here, a place to park, and that I would be loading myself and saving the liftgate charge. I did load the item myself, without the liftgate, and they have agreed to remove only that charge of $75. I spoke with a supervisor today *** Dollar, who could not do anything else, and had ****** ******, in a service center for the delivery area, and he refused to remove any charges, but stated that the delivery was residential because there is a house on the property, and the delivery was addressed to an individual. None of those are valid reasons to call a location residential not commercial. This is a business address. When the shipper called the recipient they asked where to put the package, and he told them to "put it by the Peterbuilt." (how many homes have 18 wheelers?) They did not state any additional charges. The "inspection verification fee" was because I had not listed the item shipping class, exactly as ******* ****** had told me to "leave that blank" when I was preparing it.

  Business response

  10/22/2024

  Good afternoon,

  I'm very sorry to hear that you were unsatisfied with your service.

  After further review of this freight bill, I found that there was only one Residential Fee added to our quote# ********* which was provided to the customer at the destination.  Due to the misunderstanding of how the accessorial charges are applied, I have reduced the Residential and Liftgate fees to $50 each instead of $75 each.  If you have any questions or need any additional information, please contact us.  

   

  Thank You!

  ****** ****

  Customer Service Manager

  Customer response

  10/22/2024

   
  Complaint: 22397712
  
  I am rejecting this response because:  Decreasing the proce of services that were not provided is not really helpful.  Commercial locations were provided at both ends. There should be zero charge for residential service.  Again, an assortment of nonsense excuses was given for why these were residential: a rural location, the kind of taxes paid on the property, that there is a house on the receiving property, and that the item was addressed to an individual.  I have provided evidence of commercial use on both ends.  Also,contrary to the reply, on the initial invoice there was a charge for liftgate pickup.  that was removed only when I pointed out that I personally loaded the item on the truck without use of a liftgate.  Since it was removed, it is no longer disputed.  As previously mentioned, the receiving location owner offered to have his staff come unload the item, but the company offered to drop it anywhere desired, but failed to state that there would be additional cost for liftgate service  Finally, no mention is made of he $24 fee for "inspection" which I was told was charged since I did not show the freight class on the bill of lading.  I did exactly as I was instructed to do, and left that box blank on the BOL.  Had I been told that there would otherwise have been this charge, I could easily have looked up the freight class on line and noted it.  The class is available by the item description and weight, also listed on the BOL.  I am dubious that anyone looked at the item, rather than the **** but regardless, this company does whatever it can to lie, cheat, steal, and fool naive customers into extra payments.  A price qoute was given and paid in advance, and should be honored.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  06/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company offers absolutely ZERO customer service and seems to have no accountability with the way orders are managed. 1. They called me for a delivery Friday May 24th, I stayed home from work and they never delivered the item only to find out it was a mistake and the item didn't even ship yet. 2. Item was supposed to be delivered on 6/3/2024 but was not delivered and the driver and customer service has no explanation why, was told "he didn't put notes in". 3. Item was Scheduled for delivery today per *********** but now it won't be, another lack of explanation.....At this point it seems very suspicious as to how orders are handled by this company and they offer terrible customer service reps, they never answer and when they do they hang up. I think other need to be aware of how terrible they are to deal with.... i want an explanation as to what is going on with this order and why it was handled so poorly. Pro Number PRO: ********

  Business response

  06/18/2024

  Good afternoon,

  We are very sorry to hear of your poor experience with this late delivery.  After reviewing AACT pro# ********, we found that the freight had been misloaded.  We apologize for the inconvenience of a week's delay in getting this freight delivered. Thank you for bringing this to our attention. Please know that we are taking this matter seriously and will be working diligently to prevent this issue from happening in the future.  

   

  Customer response

  06/18/2024

   
  Complaint: 21800157
  
  It's literally  the sole job of this company to manage freight and deliver large items....  Why do they even bother then if they cant get the most most simplest tasks correct?

  "Please know that we are taking this matter seriously and will be working diligently to prevent this issue from happening in the future" If this was true then there would not be so many reviews of the same poor service received from this poorly managed company.... 

  
  Sincerely,
  
  *****************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  WG62090157 Is about the *** because i ordered this on 05/12/2024 05:20 AM and now it says this has been updated to the 15 so he has to leave his job and finally when i leaves there-s nothing because it has been reschedule so it happens again today and now it has been reschedule for tomorrow so i missed 3 days of job

  Business response

  05/17/2024

  Good afternoon,

  We are very sorry for the inconvenience of this late delivery.  AAA Cooper Transportation did not receive the freight until 5/14/24.  It is a 2 day transit and should have delivered on 5/16/24.  However, this delivery required a box truck, and it was only available in that area today, 1 day after the due date.  This freight did deliver today and again, we are sorry for the miscommunication you may have received and the day late in transit of this shipment.
  

  Customer response

  05/26/2024

  
  

  They rescheduled my delivery four times. I was told it would deliver on the 20th. On the 15th on my way to a job I received a voicemail from ****** telling me that my order will be delivering tomorrow (16th) by 4:00 p.m. then corrected herself and said excuse me it will be delivering today by 4:00 p.m. Knowing there was no one to receive it and the fact that my gate was locked I had to cancel my job and come back home. I was driving towards ******* and was 1.5 hours away from home. Then when I got home I realized I had an email 30 minutes after she left the voicemail telling me my oversized package had been delayed and rescheduled for the 16th between 8:00 a.m. and 8:00 p.m.. Knowing there was no one there to receive it I had to cancel my job again. At 1:00 p.m. on the 16th I received an email telling me my delivery had been successfully rescheduled for the 17th. I called AAA Cooper and told them at this point they would need to give me a call when they were delivering so that I could meet them and unlock my gate. I wasn't going to sit around and wait again another day and I wasn't going to rely on their bogus emails or text messages. Instead of calling me they delivered the oversized package (which was strapped to a pallet) outside my gate in my driveway next to the road when it was forecasted to rain and obviously about to start. Here's another thing. When I called I was told they ONLY deliver to my area on Fridays. I asked them then why do you keep telling me it's going to deliver on everyday other than Friday and I was told how are they supposed to know that the terminal only delivers on Fridays to my area...umm because you're the corporate office and the ones calling customers scheduling appointments lol how are you scheduling appointments if you don't even know what days they deliver! I order online all the time I've never had delivery problems from another company like this. Had to figure out how to get the package 200 ft to my carport in the pouring rain with no pallet jack.

  Under the address on the shipping label it said attention with my phone number.

   

   

  Business response

  06/18/2024

  Good afternoon,

  We are very sorry for the inconvenience and miscommunication you experienced with this shipment.  AACT received this freight on 5/14 (AACT pro# ********) and the standard transit is 2 days.  We did deliver 1 day late due to needing a box truck for delivery to this residential area.  

  To request a refund, you must send an email to *******************************************.  Once received, it will be investigated and resolved.

  Thank you,

   

   

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order 56 units of flooring from *********** It was originally the date 03/11/24 for deliver via the website but I was called 03/14/24 to be told I would receive my flooring 03/18/24. It was never delivered I then called 03/20/25 and was told the driver ran out of time and couldn't deliver until 03/22/24. I was guaranteed my package would be delivered. I just called again and they said the driver tried to deliver but no one ever showed up to my house, I asked for a supervisor and was told there were none and then transferred to one. The supervisor the told me that I wasn't guaranteed anything and that the driver ran out of time again and that they don't have a time when they can deliver my flooring due to them being short staffed. I immediately requested a refund from ********** and made a complaint. This is unacceptable!!!

  Business response

  04/09/2024

  Good afternoon,

  After investigating this issue, I have found that this truly was a service failure against AACT.  We have been in contact with the ************** personnel and have escalated the issue asking the ************** to re-evaluate their procedures for these types of shipments.  This has also been escalated to our Executive Team for review.  The customer should be receiving a call from Management, apologizing for this failure.  We are sorry for the inconvenience this failure to deliver has caused the customer.  

  Sincerely

  Customer Service Manager

  *********************

   

  Customer response

  04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. Please continue to investigate these matters as it was very unnerving.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 10/16/22 I ordered 62 packages of tile from ********** and AAA Cooper was supposed to deliver the packages on 10-20-22. Only 14 of the 62 packages were delivered. I was told the rest would arrive the next day or two. Nothing showed up. I called and was told it would be investigated. No follow up. I called again and they said they couldnt find the 2.5 missing pallets of tile. I kept calling. I spoke to **** with AAA on 11/4/22 and he said a case would be opened and HD would contact the manufacturer. On 11/8/22 I called again, **** said to call HD. I went to HD and they said that on their end the cases are reported as all delivered. I showed all the notes and my shipping receipt with missing tiles and the associate set us up with a new order. So 62 packages were supposed to be delivered today, 11/16/22 and (because I had a feeling) I called at the end of our delivery window and found out our tile is in ***** and might get to us by Friday. This company is incompetent and ********** should be embarrassed to be associated with them. Because this company cant figure out simple logistics my project has been on hold for a month and will ruin our holidays completely. I will flat out refuse to ever do business with AAA Cooper if I can manage it.

  Business response

  12/01/2022

  Good morning, 

  We apologize for ******************** experience with our organization.  We strive for excellence with our ********** deliveries, and it is clear that our communication was lacking in this instance.  Of the 3 pallets that were due to be delivered to **************** in October, only 1 was delivered.  We currently have an open investigation into the other 2 pallets.  However, the fact that we were not proactive in our communication, both to **************** and to ********** is unacceptable.  We are reviewing our internal processes with all parties involved to ensure this does not happen again.  

  Sincerely, 

  ***********************

  Customer Solutions Supervisor 

  ******************** 

  Customer response

  12/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I wish the issue didnt happen as it has put extra stress on us to finish our project before the holidays but I appreciate someone acknowledging my complaint. I hope they are able to make improvements so this doesnt happen to someone else. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have attached all documentation we have regarding these shipments, they have double charged my bosses card without permission and have not refunded any of these charges nor have they returned the shipments to us, nor did they get delivered to our customers. We ended up having to use another carrier to get them to our customers.

  Business response

  12/14/2022

  We have received and reviewed your emails regarding four shipments tendered to AAA Cooper Transportation by your company or on its behalf.  Two shipments were delivered clear to the intended recipient, and two are short and the subject of valid cargo claims for loss. 
  
  Pro Charges PU Date Charges Del Date Status
  50065125 $226.05 Open Claim to be paid next run. $769.01, Claim # *****-22
  ******** $121.81 Paid Claim to be paid next run. $1,184.70, Claim #*****-22
  50065200 $109.42 11/4/2022 Paid 11/07/2022
  50065202 $294.47 11/4/2022 Paid 11/15/2022 Claim # *****-22
  
  Claims *****-22 and *****-22 are in the queue to be paid in the amounts noted in the chart above to compensate your company for the claimed value of the product and any paid freight charges. 
  
  Claim *****-22 is not scheduled for payment.  The shipment was delivered free of exception to the intended recipient.
  
  Also, you asked about authorized charges to ****************** credit card.  As he authorized, AAA Cooper charged your credit card for the four shipments on 11/9/2022. After further conversation, we refunded those charges and charged the credit card for three of the four shipments.  One of those shipments was noted as a loss (Pro ********), and those charges will be returned to you with payment of the associated claim.   As noted above, the other two shipments were delivered free of exception, and those charges are valid.
  
  As our email archives show you were a party to the pertinent email traffic, I would assume you have access to said communications. 
  
  For references and information about cargo loss and damage,freight claims, and processing cadence and time requirements, I refer you to 49CFR Chapter III ***************** 370 link below.  I think you will find AAA Cooper has been fully compliant. 
  
  eCFR :: 49 CFR Chapter III *************** ************* Carrier Safety Regulations
  
  We will send this and any supporting information including all of the emails from **************** to the Better Business Bureau if needed.

  Regards,

  *************************

   

  
  

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  AAA Cooper called me on 7/21 and told me my Home Depot furniture would be delivered tomorrow (7/22). I was told I’d get a call within 30 minutes of delivery. End of day 7/22, no delivery, no call, I called the number that called me from AAA and was advised they had my furniture but failed to put it on the trucks. Delivery would instead be 7/23. Here I am, 7/23, waiting and no call, no delivery. No one answers phone but leaves a call number on the vm to call, ************, I leave a text. And call, to which I was told, wrong number and hung up on. I need an explanation and someone to give me my time back! What an unprofessional company. Home Depot you should do better.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩