ComplaintsforPilot Freight Services

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I order a fridge from lowes, your company delivered it and damaged the exsisting and new fridge in my home. The letch is broken on the old fridge and the new one wobbles. I can get lowes to correct the delivery for the new item but a claim was filed and no results. This is your company fault and it seem you all never reply to complaints. Dent claims. Leave matters unresolved. I hope this is not the case. Either repair or compensate my money for replacement.

  Business response

  06/05/2023

   ************ is the best line to clear up this issue.

  Thank you.

  Customer response

  06/05/2023

   
  Complaint: 20115144
  
  I am rejecting this response because: I am not calling into your business anymore, if that was a way to resolve the damages you caused to my home, I do not think we would be at this point today. I am not here to chase you, but for you to investigate the issue, resolve the matter, and get back with me on a resolution. I have not goten that so your **** is not active, it does not lead to anything, and you are on hold for days and then the line hangs up. There is a claim, please look into it and get back with me. It is not for me to investigate my own complaint. You continue to ignore my complaints and now I see that it looks like I wont get much solved with this route asking me to call a 800 number. Were beyond a 800 call at this point. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Pilot Freight company did not finish the job that was commissioned and paid to them. The company was supposed to deliver and install heavy furniture in my residential home, but they only delivered and refused to finish the installation job despite multiple attempts to reschedule for their resources to come back to finish the job. The item is too heavy to be assembled by ourselves. As consumers, we do not know what else to do because the company refuses to finish the job they were supposed to do.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered Bertazzoni appliances in June 2021 from Build.com. Several were on backorder. I received an email from Build on 12/15 with the tracking number and notifying me that Pilot Freight would deliver. On 12/21 I called Pilot with my tracking number and was told the oven had not arrived at the ************ facility. When it did I would be contacted for appointment. They verified the 12/29 date. We left town on 12/23 for the holidays. On 12/24 we were notified by a neighbor that there was an oven in our driveway. It was pouring rain, the entire ******** was in the middle of a multi-day rain storm. I called Pilot on 12/24, was told the oven was delivered on 12/23 although 12/29 was still listed and delivery required signature. Nothing more could be done until Mon, 12/27. A neighbor was able to push the oven into our garage (we can open our garage remotely). We inspected the oven upon arrival home on 12/28. The box was badly torn, the oven door dented, and the cast iron cooktop rusted. I contacted Build to order another oven and was advised to file a claim with Pilot. I did so online and received a message that my claim would take ****** days to resolve. I submitted numerous photos with the claim. After viewing Ring camera footage of the delivery, I also contacted Pilot CEO, *********************** with my concerns. The video showed that the delivery arrived at 1:23 pm, not 10:30 as the delivery receipt shows. The oven was left in our driveway, despite a large covered porch less than 100 feet away. The ground was visibly wet. The driver did not ring the doorbell. The online receipt stated that an appointment had been booked and that I signed for the oven. Neither is correct. I now have to pay $300 to have the oven removed. I asked Pilot regional VP ************************* to arrange a pickup, after he contacted me. His voicemail was full and he has not returned my emails.

  Customer response

  01/19/2022

  . I was subsequently contacted by a senior leader at Pilot Freight and my issue has been resolved to my satisfaction.  If possible, I would like to withdrawal my complaint.  Please let me know if there is a process for doing so.

  Thanks,

  *********************** Malik

*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. ↩