Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NOVEMBER 27, 2024 AMOUNT PAID TO COMPANY $1,320.00 MARITIME CARGO SHIPMENT OF A CRATED MOTORCYCLE THE SHIPPING COMPANY HAS NOT AND WILL NOT PROVIDE STATUS OF ARRIVAL AND CURRENT LOCATION OF THE SHIPMENT, THEY HAD CONFLICTING STORIES AND THE CLAIMS MANAGER (YORDANIS EXT#***) WILL NO LONGER PROVIDE SHIPPING UPDATES, WILL NOT ANSWER PHONE CALLS AND EMAILS OF THE RECEIVING ************* WILL NOT ANSWER EMAILS.THE LAST CONTACT I HAD WITH THE SHIPPING COMPANY MANAGER ON 01/22/2025 I WAS ADVISED THAT THEY HAD MADE A MISTAKE IMPORTING THE MOTORCYCLE INTO THE COUNTRY AND THAT THEY WERE WORKING ON CORRECTING THE PAPERWORK. THE MANAGER ALSO ADVISED THAT THE MISTAKE ALSO CAUSED A POSSIBILITY OF THE MOTORCYCLE BEING CONFISCATED BY THE GOVERNMENT. I AM REQUESTING FOR THE SHIPPING COMPANY TO DELIVER THE MOTORCYCLE TO THE DESTINED LOCATION OR TO KINDLY RETURN THE MOTORCYCLE BACK TO THE STATES AND REFUND THE SHIPPING COST OF $1,320.00 OR MY SECOND REQUEST IS IF THE SHIPPING COMPANY HAS LOST THE MOTORCYCLE TO **************** TO KINDLY REFUND THE SHIPPING COST PLUS THE VALUED PURCHASE OF THE MOTORCYCLE (PURCHASE OF MOTORCYCLE $2,320.00+SHIPPING $1,320.00 FOR A TOTAL OF $3,620.00)

  Business Response

  Date: 02/19/2025

  We would like to provide an update regarding the shipment of the motorcycle. After reviewing the situation, we would like to inform Ms. ******* that the Cuban authorities authorized the entry of gasoline motorcycles into the country on January 15, 2025. Following this authorization, the expected delivery time frame is between 20 to 30 business days.
  We understand the frustration caused by the delay, but please be assured that the motorcycle is on its way and will be delivered to the designated location as soon as possible. The delivery can be expected within this time frame.
  We kindly ask for Ms. ******** continued patience as we work to ensure the safe arrival of the motorcycle. We will keep her updated with any further developments and confirm once the shipment has been delivered.
  

  Thank you for your understanding, and if you have any further questions or concerns, please dont hesitate to reach out.
  

  Best regards,

  **** *******

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Cubamax Business implement rules to incurring in violation of costumer right. The rules not applicable appropriate with visual, verbally or sign information. Just they applied without previously consentm of costumer.They don't want allowed packages outside of agency, they to be suppose create condition for it first and after applying the rules. Costumer must be waiting in your car or parking, iven if the weather is Hi, Low temperature, raining or to many traffic in this shopping center, located on. ******************************** Also Employee must be training with the regulation about ADA *********** this specific bay is not prepared for ADA *********** access, bathroom or and waiting area.

  Business Response

  Date: 12/19/2024

  Thank you for sharing your feedback with us. We want to address the points you've raised and also update you on some positive changes:
  Move to a New Location: We understand your concerns regarding the current location at ***************, and we're excited to inform you that we are moving to a larger space at ******************************* This new location has been selected to better serve our customers, and it offers several improvements, including a bigger waiting area and a dedicated parking lot exclusively for Cubamax customers.
  Improved Waiting Area: In response to the concerns about waiting conditions, the new location will have a larger and more comfortable waiting area to accommodate all of our customers, regardless of weather conditions. This should improve your experience while waiting for services.
  ADA Compliance: We take accessibility seriously, and were pleased to confirm that the new location is fully ADA-compliant. This includes accessible entrances, restrooms, and other accommodations to ensure that all customers can access our services without difficulty.
  We believe these changes will create a more comfortable and convenient experience for you and all of our customers. We look forward to welcoming you at our new location soon. Thank you for your understanding and support as we work to improve our services. If you have any further questions or concerns, feel free to reach out to us.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22638922
  
  I am rejecting this response because:
  

  I'm understand your explanation about the business relocate and compliance with the necessary requirements for the customers. This one of part of my complaint and this satisfy part of my complaint. The another part of complain referent your manager and one of your employee they treated me like a piece sh...t. from to many peoples. I'm requesting at lease the apologise from your company and your employees. 

  
  Sincerely,
  
  ***** R ******

  Business Response

  Date: 12/26/2024

  Dear Mr. **************** you for your response and for providing additional clarity regarding your concerns. We appreciate your understanding regarding the business relocation and compliance requirements, and were glad that part of your complaint has been addressed.
  However, I deeply regret that you felt mistreated by both our manager and staff. This is certainly not the experience we aim to provide our customers, and I want to personally apologize for any disrespect you encountered during your interactions with our team. Your feedback is invaluable, and we take these matters very seriously.
  Please know that I will ensure this issue is addressed with the appropriate personnel to prevent any recurrence. We strive to offer professional and respectful service at all times, and we are genuinely sorry that we fell short in your case.
  On behalf of the company, I sincerely apologize for the negative experience you had, and I appreciate your bringing this to our attention. We value your business and will take the necessary steps to improve.
  If you have any further concerns or would like to discuss this matter in more detail, please dont hesitate to reach out.
  Sincerely,
  ****** ********

  President

  Customer Answer

  Date: 12/29/2024

  Mr. ****** ********. I'm accept your apology, but I will like receiving your contact information, position on this company. I'll be contacting you in person for discussion more details about this insiden.

  Thank you 

  Sincerely 

  ***** Maillo 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22638922
  
  Mr. ****** ********. I'm accept your apology, but I will like receiving your contact information, position on this company. I'll be contacting you in person for discussion more details about this insiden.
  
  Sincerely,
  
  ***** R ******

  Business Response

  Date: 12/30/2024

  email : **************************************************************

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

  Customer Answer

  Date: 01/01/2025

   
  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.
  
  Sincerely,
  
  ***** R ******

• Initial Complaint

  Date:10/29/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact their customer service regarding a purchase I made online thru the app, and so far I haven't been able on any form to contact the, not by phone number, Whatsapp or email, I haven't received any messages about the status of my purchase, terrible service !!!

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to this agency to aquire my Cuban passport under the name ************************************* , my birth name. I turned in my original cuban passport and birth certificate. I received the new passport but not the old passport or birth certificate. I spoke to a lady in the chat who said that the issue would be resolved, that was in May. No one has ever contacted me over this issue. I also contacted the owner of Cubamax by email. He never replied to my email. The birth certificate is an important document. You would think that Cubamax would think this is important. A person birth certificate can be used for many illegal things, like fraud, for example. It's really concerning to me that Cubamax has taken this matter so likely

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CubaMax advertise that to send 100 pounds of goods to **** will cost $164. After I sent the package, I was told that Ive to pay $199. I told them that they advertise for $164. I was told that the price changed and a lots people complained about this deceiving practice. CubaMax refused to give me a discount. I believe that this is a deceiving business practice. Cubamax is making extra money with false advertising. This is why CubaMax has not changed the price in their website for at least 2 months that Im aware of. Im asking for them to fix the website to show the real price and to give me a discount. Im not able to flight to ***** to retrieve my package

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I communicated with Cubamax over the phone and over website chat (A company that among other things handles processing shipping goods) on 06/14/23 with Cubamax representative ***** via online chat on the website, informing her I wanted to ship a box of goods (Wallet, markers) to ****, and I was instructed to send a box to *************************, ALMACENES CUBAMAX, ***************************************************, and to include the name/address/phone number of both myself and of the addresse in ****, and that Cubamax would call me to facilitate shipping payment once they received the package. I shipped my package **** Tracking number **** **** **** **** **** 95 which reflects delivered as of 06/17/23. I was never contacted by Cubamax, I reached out several times unsuccessfully via phone and online chat, and when I did connect I was told to wait one more week to be contacted, after more weeks without contact, I finally connected with representative ****** over online chat 8/7/23 and provided her with the **** tracking information, she told me she would look for the package and contact me back - she gave me the phone number ************ and said she would be in touch, I texted that number and provided photo proof of the package and contents that same day (8/7/23) and on 8/9/23 I received a message back saying she found my package and I confirmed it contained markers, I was told that representative ****** would be contacting me for the shipment, and that she had the box. Since that time I tried texting back on 8/11/23, 8/15/23, 8/17/23, and 8/18/23 with no response. on 9/22/23 I was again able to connect with an online representative *******, who told me I would be contacted the next day, and again I confirmed my email and phone number with them. I was never contacted, and repeated attempts to call and use online chat have not resulted in any communication- I also left several messages on the "Contact us" form when no one answered my online chat attempt.

  Business Response

  Date: 12/06/2023

  The customer was contacted some time ago and was explained that what he brought were ink bottles for making tattoos, nothing more, and that it could not be sent to him. And someone had to be sent to our offices to pick it up and here is your box, closed just as you sent it.

   

   

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20963295
  
  I am rejecting this response because: as I said when I was asked previously, I clearly stated these are markers, they are markers for coloring on paper, this is not tattoo ink - these are art supplies and simply searching the items on ****** will show that. These are art supplies, NOT FOR TATTOO OR HUMAN SKIN. I was never told to pick up the package, I am in ********** and not in a position to pick up the package. If they are refusing to ship based on their incorrect belief about the items, then I will pay for it to be returned to me and please let me know how to do so. I've attempted to work with Cubamax for months now with zero response from them, this is the only way i've gotten any communication, please please help me get my package back if they refuse to ship.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/07/2023

  it is ink as tattoo , Customs does not accept the items to be send. If the customer wants us to send the packge they need to pay for the returning of the package. 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20963295
  
  I am rejecting this response because: Please provide me the steps to pay for returning the package and i will immediately, i ask this to be done through this process as it's the only way I have gotten reliable communication and have been promised responses too many times outside of this process. As soon as you let me know how to provide shipment payment I will do so. Thank you!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/08/2023

  send me your phone number and email to have a customer service representative call you and make all the arragments to return the package to you

   

  thank you

   

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20963295
  
  I am rejecting this response because: sending through here as I want this process to document accordingly and to ensure response, my email is ********************** and my phone is ************, also to make it clear I'm putting the address here that I want the package shipped to, so once you contact me to pay and I pay, it can be shipped immediately. 

   

  Ship package to:

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

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

  Customer Answer

  Date: 12/13/2023

  Good Afternoon, 

  I'm reaching out to ask if any update here, I provided my email and phone number, the last communication said i would be contacted by cubamax, historically when I have been promised to be contacted previously, that is the moment that they stop all communication- I want to provide payment for my items to be shipped, is there anything that can be done to check back in with cubamax so this can be facilitated? 

  Customer Answer

  Date: 12/22/2023

  Good Afternoon,

  I hope you are well, reaching out to see if any update- as you can see, this is the pattern that unfortunately happens- they say yes we will call you tomorrow and then nothing - any help is very much appreciated!

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************* some appliances since July 29, 2023 and it supposed to be deliver in around 30 days and it has been more than 90 days and I called and called and they dont have an answer for me the where is my appliances. Este correo confirma que hemos recibido el pago de su orden No. ******, la cual contiene los siguientes servicios.Nmero de ControlServicioCostoFeeTotal PRD-2023-XDSXNCCOMPRA DE PRODUCTOS$398$15.92$413.92 Detalles del servicio Descripcin del productocantidadPrecioEnvoTipo De EnvoEntrega ******************* DIGITAL DE 5.0 LITROS2$85$0Entrega en casa30 **** aprox.OLLA ARROCERA ELECTRICA DE 10 TAZAS1$59$0Entrega en casa30 **** aprox.COCINA ELECTRICA EMPOTRABLE 4 HORNILLAS VITRO-INDUCCION1$169$0Entrega en casa30 **** aprox.I have the receipt. The total is $413.92 They dont want to return my money back and they dont know where is my appliances.

  Business Response

  Date: 11/15/2023

  They have them located for delivery, but they have not been able to go out to distribution. I already told THE DISTRIBUTOR that they have to deliver it urgently.

  Customer Answer

  Date: 11/15/2023

   
  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.
  They found my package. I have the delivery 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 15,2022 I sent two boxes of 22lbs each to my family in ****. The lady that helped me told me my family would receive the items in ***** days she gave me a paper and said I could track everything online. Its going to be 3 months and my family has not received anything. When i call the agency they say they have no information and they cant do anything about it. Today 2/9 /2023 my aunt received a call she had to walk 1.5 hours to go pick up the first box. Another lie they told me it would be delivered right at her door step . She had to wait in line with more than 100 people that were there for the same reason. I called the agency and the lady said so what do you want me to do about it it is what it is yes they were suppose to deliver at home but we cant do anything about it. This agency advertised everything falsely to lure me in I want a full refund of the shipping for box boxes I sent.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent a package to be sent to **** Back in October and every time I has call they don't have a response for me always saying that they will put a claim. false advertising they will said that they will have it deliver between ***** today is January 18 and they wont call to update or let me know about anything when I call is limited the info I get I think they are playing with me and I am sick of been waiting. I thought they was going to sent me any confirmation or at least they should be returning money back for the headache. bad customer services. I don't get any response that leave me arise. just giving me hope saying that next week some people when I have call and others just said we don't know anything about it.