ComplaintsforM&M Freight and Logistics, LLC

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/14/23 I paid M&M freight $595 to transport my SUV from IA to MO. I spent more money to go with the company with better reviews to make sure everything went smoothly. Unfortunately for me, the communication between the broker and towing company was terrible and as a result my car likely got damaged (still finding out). I was very clear when talking with the broker that this car has engine issues and needed to be wenched up onto a trailer and not turned over, I was willing to pay any wench fees. When the driver arrived he hops in it and turns it right over with no coolant in the core. I was unable to communicate with the driver in even the most basic forms due to a language barrier. I can now not turn the engine over at all, it likely overheated to the point of no return thanks to this company's lack of communication. In addition, the broker told me repeatedly that venmo was an acceptable way to pay the driver when he arrived, which apparently wasn't true, which added another headache to the situation. When communicating with the agent I've been working with he told me that "it's hard to keep everyone happy" and that he'd ask the driver why he decided to turn over the engine. He has since stopped responding and I have not found out anything about why the decision was made to try and turn it over.

  

  Business response

  07/21/2023

  we cant be sure that this damages happened because of the driver we sent. also you just informed us that the vehicle was INOP. you never stated that if anyone tried to turn it on it would damage the vehicle more. if you want please give me a call ************ my name is ******* and we can see how I can help you.

  Customer response

  07/24/2023

   
  Complaint: 20333006
  
  I am rejecting this response because: I am still waiting for ******* to return my call to try and get this resolved. We talked a few days ago and he said he would speak with the driver and call me back by the end of the day but I haven't heard anything since. Possibly the lack of communication between the company and drivers that caused this complaint is an ongoing and wide spread issue. I'm not a tow truck driver but I would imagine if a customer stated that a ******************** is inoperable, most would not show up with a trailer without a wench, jump in it and try and turn it over. 

  I am really not asking for much in regards to this complaint so if M&M (or the towing company they dispatched) wants to make this right they can reach out to me whenever. As of now this has been my only way to contact them unfortunately.

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

  

  Business response

  08/26/2023

  customer never stated in any of the conversations with the agent that the vehicle could not be started. customer is trying to make us responsible for an already damaged vehicle. if he want he can contact me at ************ and we can work with the driver to find some middle ground.

  Customer response

  09/05/2023

   
  Complaint: 20333006
  
  I am rejecting this response because:
  

  A customer that says the engine is bad and doesn't run suffices as saying do not try and turn it over for a majority of people. I gave them a call at the number they provided and they said they're working on a solution with the company and driver, and they will call me back. Which is the same answer as last time and I never heard back. I hope this time will be different, until then I will keep the complaint open. 

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

  

  Business response

  09/29/2023

  we have reached out to the carrier and to the carriers insurance company. they are looking into the matter. once they give us a response we will informe the customer. 

  Customer response

  10/01/2023

   
  Complaint: 20333006
  
  I am rejecting this response because:
  

  Okay sounds good I'll keep this open until I hear back.

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

  Customer response

  10/13/2023

  Hi *****, 

  Why was this closed? What was the good faith effort the company made to resolve this in your view? Seems like they just dragged it on without any intention of making things right hoping it would go away. 

  Thanks,

  Jack

• Initial Complaint

  10/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I HAD BEEN WORKING WITH THEIR OFFICE MANAGER NAMED ****** SINCE THE MIDDLE OF SEPTEMBER. I HAD TWO BUSES WHICH NEEDED TO BE TRANSPORTED FROM ********* TO **********. I RECEIVED A QUOTE AND PAID TWO $500 DEPOSITS, ONE FOR EACH BUS. WHEN M&M Freight And Logistics LLC SHOWED UP, THEY REALIZED THEY HAD THE WRONG TRAILERS FOR THE *** AFTER DAMAGING THE BACK END OF THE ***** RIGHT TIRE FENDER. THEY APOLOGIZED AND SAID FOR THE NEXT 3 WEEKS THAT THEY WOULD REFUND *********** AND FIX THE DAMAGE CAUSED TO OUR BRAND NEW BUS. YESTERDAY I HAD TO FINALLY CONTACT MY BANK TO DISPUTE THE CHARGES FOR SERVICES NOT PROVIDED IN ORDER TO GET MY MONEY BACK. ITS GROTESQUE THAT THERE ARE COMPANIES WHICH CONDUCT

  

  Business response

  11/21/2022

  customer made a reservation to ********************** 2 buses with our company. we located and dispatched a carrier to transport this buses. when the driver got to the location they made a back hand deal and cut us out of the transaccion, the customer already did a chargeback with hes bank that we are disputing. we did our job that was to locate a driver that could transport hes 2 buses but onces he had the information of the the driver the canceled the reservation requested hes deposit back and made a deal directly with the driver. we are looking into legal options to deal with this customer. 

  Customer response

  11/21/2022

   
  Complaint: 18194596
  
  I am rejecting this response because the business is making false claims that I made a backend deal to transport my vehicles on a trailer using the same company. The company this broker hired did not have a trailer to transport any of these three buses, and therefore, I had no choice but to hire drivers to actually drive these vehicles from ********* to ********** while putting **** miles onto each one. The broker contracted with me to haul my buses with a trailer and save me from having to put thousands of miles on my buses. It is not hard to show that the vehicles were driven across country because I have the odometers to prove the mileage and I have paid receipts to the drivers I hired.

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

  

  Business response

  12/02/2022

  customer already did a chargeback and the bank refunded hes money. we are looking into legal options to deal with this issue. 

  Customer response

  12/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and can confirm that my bank (and not M&M Freight) has given me my money back to me.  It's ridiculous that I had to go through the means which I did in order to get my money back. This business should be ashamed of their business practices.

  This matter has now been resolved.

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

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a very bad experence, They Abuse my Dad, My Mom, I am disappointed by this bussiness

  

  Business response

  09/21/2022

  We are extremely sorry this customer had a negative experience with our company . We are working closely with our team to improve communications with our customers. if customer is interested they can reach out to me at ************ and we can look into further ways to make up for his negative experience 

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  M&M’s employee took my money for a service that was not rendered. They took a $75 deposit from me to pick up a vehicle from IAA auction to Port St Lucie. The vehicle was supposed to leave the auction on 4/6/22 if not I would be charged a late charge. ******** waited until after I paid the $75 that would go to his company to tell me that the driver would not be able to pick up the vehicle until the next day. Because of that, I paid a $40 late storage fee and I hired another dispatcher to whom I paid $150. M&M should reimburse me my $75 and the $40 late storage fee that I incurred because of M&M.

  

  Business response

  04/14/2022

  we dont have an problem issuing a refund for the 75 dollar deposit but we will not be paying for the storage fees since we dont garantee any pick up or delivery dates as stated on our contract.

  M&M Freight and logistics LLC. shall provide Customer with an estimated pickup and estimated delivery date. However, delays may occur prior to, and/or during transport, due to weather, road conditions, mechanical problems, etc. There are absolutely no guarantees regarding pickup or delivery times and dates. M&M Freight and logistics LLC. /Carrier shall not be held responsible for loss or damages occasioned by delays of any kind or for any reason, car rental fees or any accommodation fees. M&M Freight and logistics LLC. /Carrier shall not be held liable for failure of mechanical or operating parts of Customer’s vehicle.

  Customer response

  04/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17009795, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

  

  Business response

  05/13/2022

  we didn't know that the customer had agreed on the refund of the 75 but not the late fees. we will we issuing a full refund on monday they 16

*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. ↩