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:08/15/2024

  Type:Delivery 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.

  * 7/2/2024 we confirmed our requested pick-up for our cars on 07/27/2024. The company was informed that our last day available before moving out of state would be 08/01/2024.* The first carrier ******************* that the company arranged had an estimated pick-up date of 08/01/2024 with a delivery date of 8/5/2024.* Amerifreight cancelled the contract with the first company ******************* and restarted the process of locating a company to ship our cars without customer consent.* Our cars were finally shipped 8/11/2024, and as of this filing have not yet been received.* We have had to incur the cost of a rental car for 10+ days beyond what we were initially led to expect, and wish to have those costs covered by Amerifreight.

  

  Business Response

  Date: 08/20/2024

  August 20th, 2024
  
  Dear ************************, 

  Thank you for taking the time to share your concerns regarding your recent experience with AmeriFreight. We genuinely regret that the situation has caused you frustration and inconvenience, especially during an already stressful time of moving out of state. We value our customers and take their feedback seriously, which is why we want to address your concerns in detail.

  First and foremost, we would like to clarify that our contract is with *************************************, not yourself. While we appreciate your involvement, our communications and contractual obligations are with the customer of record, as outlined in the agreement that was signed.

  Regarding the scheduling of your vehicles pick-up, its important to understand that the first date of availability serves as a starting point for determining when a carrier can potentially pick up your vehicle. This date is used by carriers to assess whether they can accommodate the offered rate and delivery timeline based on their route planning. At no point was a specific pick-up date of July 27th guaranteed; all dates provided were estimates, as clearly outlined in our Terms and Conditions under Article IV, which your spouse agreed to upon signing the contract.

  We understand that delays and changes in carrier availability can be frustrating. Unfortunately, the original carriers secured for your shipment experienced unexpected mechanical breakdowns. While this is an unfortunate reality in the transportation industry, it was beyond the control of both AmeriFreight and the carriers. When these situations arise, our priority is to quickly find an alternative solution, which we did by securing a replacement carrier. This replacement carrier picked up and delivered your vehicle as soon as possible, following the terms of the agreement.

  It is also important to clarify that AmeriFreight does not and cannot dispatch orders to a carrier without obtaining customer approval first. The assertion that a new carrier was selected without consent is incorrect. Our records show that all necessary approvals were obtained before proceeding with the replacement carrier.

  We empathize with the inconvenience caused by the delay, including the additional costs youve incurred for a rental vehicle. However, AmeriFreights role as a broker is to find a properly registered and insured carrier, which we fulfilled in accordance with the contract. The contract clearly states that pick-up and delivery dates are estimates and not guaranteed, and we are not liable for any damages incurred due to delays. Therefore, based on the contractual agreement, we are unable to cover the costs of your rental vehicle.

  We sincerely apologize for any misunderstandings or inconveniences you may have experienced. We always strive to provide the best service possible and regret that this situation did not meet your expectations. However, based on the facts and terms of the contract, we must respectfully decline your request for reimbursement.

  Should you have any further questions or concerns, please feel free to contact our management team directly at ************** or ********************************************************. 

  Regards,
  
  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************************
  ************
  ***********************************************************

• Initial Complaint

  Date:04/26/2024

  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.

  Scam bait and switch, low balling to buy business. Contacted ************************* Tuesday April 2nd to ship a *** 740LI from ******, ** to ***********, **; approx. 460 miles. I was quoted $300 open trailer. Paperwork signed and $150 deposit paid. Only request was that I wanted the car delivered Sunday April 7th. I was assured it was no issue and that there was plenty of flexibility, expected pick up Friday or Saturday since it's a short drive to SoCal. I even spoke to the seller and the vehicle could be made available at two different locations (one in *******, ** [more remote] or *******, ** [right beside ********] to help source a driver). **** said both are same mileage hence no difference so we elected *******, **. Complete radio silence until I followed up Thursday April 4th, was told that carrier wasn't selected due to weather issues but confirmed Friday it would be sorted. Friday was useless, Saturday things went downhill. By 9:30AM I am getting the typical "dead route", "less availability" and get concerned. Long story short, excuse after excuse because it's the weekend the quote is actually $550 (they knew that since Tuesday). ******* offers to pay $100 but then I find out it's actually coming from my $150 deposit thus not a resolution at all. Now its supposed to be an enclosed trailer to smooth things out (she sent me a picture of supposed driver via text attached). ******* was supposed to pick up car on Saturday and showed up at 11:50PM, huge inconvenience for seller. Sunday I call driver after radio silence and eventually picks up call #3 to tell me delivery won't be until Monday 10AM. Monday the driver won't answer calls, car shows up at 10:30PM in an open trailer with a completely different truck than the pick. All the excuses I was told no longer applied hence no reason that I am stuck with a $550 bill. I want an executive from the company to give me a call to discuss further, text message conversation and order attached. Have not heard from company since.

  

  Business Response

  Date: 04/28/2024

  Mr. De La ****,

  We understand your frustration, and we would like to clarify that we are not the business that has been working with you. Our company name is AmeriFreight, and it appears from both the texts and documentation you provided in your complaint that the company working with you is Amerifreight ******************** We have no affiliation with Amerifreight ******************** Additionally, we do not have an employee named *************************. We hope this clarification helps in resolving the issue swiftly.
  Regards,
  
  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************************
  ************
  ***********************************************************

  Customer Answer

  Date: 05/01/2024

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

• Initial Complaint

  Date:03/01/2024

  Type:Product 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.

  Im being harassed via email by this company when I never gave them my information. Ive emailed them multiple times and asked to be removed from the mailing list as they do not have an unsubscribe option. Im berated daily by emails from employee ************************* email address *******************************************

  

  Business Response

  Date: 03/01/2024

  ******************, 

  We understand your frustration and apologize for any confusion, but we would like to clarify that we are not the business that has been contacting you. Our company name is AmeriFreight, and it appears, from the email address referenced in your complaint, that the company reaching out to you goes by Ameri Auto Transport. We have no affiliation with Ameri Auto Transport, and we have never contacted you. Additionally, we do not have an employee named *************************. We hope this clarification helps in resolving the issue swiftly.

  Regards,

  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************
  ************
  ***********************************************************
  

  Customer Answer

  Date: 03/01/2024

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

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair 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.

  I needed a vehicle transported from NM to MS so I contacted ameifreight. The agent I spoke with explained how they would find a truck for me and quoted me a price of $760 and said they would try to get it as close to that as possible. The following day they said they had an offer for $1200 and that was the only offer they received. I held off on it for another day and then accepted it. She explained that I could pay in full and that dispatch would charge ****% of the total charged by company. I paid $1305 total to ameifreight. After the car was delivered to Ms I received the invoice from the transport company which shows the total charge of $1000. I emailed the agent and she said it was $1305

  

  Business Response

  Date: 02/07/2024

  February 7th, 2024
  
  Dear ****************, 

  Thank you for bringing your concerns to our attention regarding your recent experience with AmeriFreight. We value your feedback and the opportunity to address the issues you have raised in your BBB complaint. 

  As a brokerage company, we aim to facilitate smooth transactions between customers and carrier companies, and it's disheartening to hear about your dissatisfaction. Allow us to address your concerns regarding the pricing discrepancy and payment breakdown.

  Regarding the difference between the initial quote and the final price, it's essential to clarify that you opted for our economy rate. While we strive to provide accurate estimates, the economy rate serves as a starting point and is subject to adjustments. As a broker, we present customers with offers received from carriers, and it's ultimately the customer's decision to accept or decline these offers.
  

  Furthermore, we understand your concern about the payment breakdown. Prior to the dispatch of all orders, we provide customers with a detailed breakdown of payments. In your case, the total shipment cost was $1305, out of which $305 was allocated to AmeriFreight as the broker fee, and the remaining $1000 was to be paid directly to the carrier upon our receipt of the *************************** of lading and confirmation of delivery. We ensure transparency in our transactions and strive to keep customers informed every step of the way.
  

  While we regret any confusion or inconvenience you may have experienced, we stand by the accuracy and transparency of our processes. As the correct amount of money was collected based on the agreed terms, we will not be issuing a refund. However, we sincerely appreciate your feedback, and we will use it to improve our services moving forward.
  

  Once again, we apologize for any inconvenience caused and thank you for choosing AmeriFreight for your auto transport needs. Should you have any further questions or concerns, please do not hesitate to contact us.
  

  Regards,

  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************
  ************
  ***********************************************************

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21238385
  
  I am rejecting this response because:
  The agent I spoke with told me that the company that was to transport wanted $1200 to transport and that ****% would be added to allocate for them. The transport company only charged $1000. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/13/2024

  February 13th, 2024
  
  Dear ****************,

  Thank you for your continued correspondence regarding your recent experience with AmeriFreight. We appreciate the opportunity to address your concerns further.

  We understand your assertion that the agent you spoke with informed you that the transport company requested $1200 for the transportation service, with an additional ****% to be added for allocation. We would like to clarify the details of the payment structure you contractually agreed to.

  As part of our service, customers have the option to choose between different payment methods. One option is the split payment method, where customers pay the broker fee via credit card at the time of dispatch and pay the carrier directly in cash upon delivery of their vehicle. Alternatively, customers can opt for the full payment method, where both the broker fee and the carrier fee are paid via credit card at the time of dispatch, and AmeriFreight sends the carrier fee to the carrier company after delivery has occurred. In your case, you selected the full payment method. 

  The ****% fee you mentioned in your complaint refers to the administrative fee applied to full payment orders. This fee is calculated based on the combined total of the carrier fee and the broker fee. Therefore, the breakdown of payment for your shipment is as follows:

  Carrier Fee: $1000
  Broker Fee: $200
  Administrative Fee: $105 (****% of the combined carrier fee and broker fee)

  We would like to reiterate that this payment structure was explained to you prior to the dispatch of your order, and you agreed to these terms. No billing adjustments are owed as the correct amount was collected according to the agreed-upon terms.

  We understand the importance of transparency and strive to ensure that our customers are fully informed throughout the process. We regret any confusion that *** have arisen and appreciate your patience and understanding.

  If you have any further questions or concerns, please do not hesitate to reach out to us. 

  Regards,

  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************
  ************
  ***********************************************************

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21238385
  
  I am rejecting this response because:
  The details that were explained to me only included the 8. % to be added on. No other added charges were to be tacked on. Also, I received an email from the transport company saying that they haven't been paid by you at all and am wanting to know about the payment and when it'll be sent. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/18/2024

  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.

  Hired their service as a broker after reading good reviews on ******* **************** convince you being super nice. They he dirt person I deal with did not explained at all how they work but needed a carrier from ********** to *****. After no response at a all for about 4 days I called back inquiring about my quote and if they were searching for a carrier for me. Finally I was explained with detail what to expect and asked for this person to take care of my account from that moment. 5 days after I was contacted by the first person with a carrier, I accepted and payed $300 dlls and they told me that the company emailing $900 was to be paid to the carrier once the vehicle was delivered. 3 days passed and the he vehicle was not picked up on the Monday that was estimated. I called and left messages like crazy with no response from the carrier. Called AmeriFreight and every day told me a different story of the reason the carrier was not picking up the vehicle. After googling the carrier they assigned I felt so deceived since the reviewers gave were given exactly the same version I was given of the reason they failed: their truck failed plus the reviews of the carrier were so bad that I was not leaving my Navigator in their hands! I cancelled AmeriFreight services immediately and was told that they were going to refund my $300 dlls. After 2 days on this carrier contacted dealership that they were picking up at midnight and to leave the keys for them!!!! So no check up on my vehicle what so ever! Of course I refused this as well as the dealer since AmeriFreight was supposed to cancelled and he service. The carrier was rude in their calls with the person at the dealership and even refer to him with bad words!!! I am still fighting for my refund with AmeriFreight. I would NOT recommend them at all for any reason! Their customer services are super friendly but they definitely do not come thru as promised. They use terrible carriers and even the offered to change the carrier but no way!!!!

  

  Business Response

  Date: 01/24/2024

  January 24th, 2024

  Dear **************, 

  We are deeply sorry to read about the frustrating experience you had with AmeriFreight during your recent auto transport from ********** to *****. We take all customer feedback seriously and appreciate you bringing your concerns to the Better Business Bureau.

  We understand your disappointment with the lack of communication and professionalism you experienced with the assigned carrier. Please accept our sincerest apologies for the inconvenience and stress this caused you. We want to assure you that this experience is not reflective of our overall commitment to providing exceptional customer service.

  Addressing Your Concerns:

  Carrier Communication: We acknowledge that the assigned carrier did not meet your expectations in terms of communication and responsiveness. We take this very seriously and are reviewing our internal processes to ensure better communication channels are established between carriers and our customers in the future.
  Carrier Selection: We understand your concerns about the carrier's online reviews. While the carrier in question had a 4.8 out of 5-star rating with Central Dispatch, an industry-standard platform, we understand that individual experiences can vary. This carrier had an excellent track record with previous orders of ours, and we anticipated a smooth process based on this history. We are reviewing our carrier selection process to ensure we partner with companies that consistently demonstrate professionalism and excellent customer service.
  Cancellation and Refund: We want to assure you that we have processed a full refund of the $378 fee you paid for our services. Please allow some time for the transaction to reflect in your account.
  Carrier Behavior: We were disheartened to learn about the carrier's unprofessional behavior towards you and the dealership. This does not align with our values. We are reviewing our relationship with this carrier and will take appropriate action based on our internal investigation.

  We want to assure you that we are committed to continuously improving our services and ensuring every customer has a positive experience. Your feedback is valuable to us, and we are taking steps to address the issues you raised. We appreciate your understanding and patience throughout this process.

  We hope this response demonstrates our commitment to customer satisfaction and transparency. We sincerely apologize for the inconvenience you experienced and hope you will consider giving us another chance in the future.

  If you have any further questions or concerns, please do not hesitate to contact us directly. We are committed to resolving any outstanding issues and ensuring that our future interactions with customers are positive and stress-free.

  Regards,
  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************** S
  **************, ** 30269
  ************
  ***********************************************************

• Initial Complaint

  Date:12/07/2023

  Type:Order 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.

  I had a contract with AmeriFreight to pick up my car in **********, ** for transport to *****, **. By agreement, they were supposed to pick up the car on December 1, 2023, but they did not pick up the car until December 2, 2023. They claim that the truck broke down, but when I asked them for evidence, they did not produce anything showing the truck broke down. They charged me $1,400.00 dollars in order to have the car picked up a specific day. Otherwise, it would have been $1,200.00. I have asked them repeatedly for a $200 discount due to all the inconveniences. Because I flew out of CA on December 2, 2023, very early in the morning, I was not available for the car pick up. I had to inconvenience my sister to have her available for the pick up. I feel that they deceived me into paying more money for a service they could not deliver. I have called them several times and spoken to ***************************** in order to get a discount, but to no avail. I'm hoping BBB can help me.

  

  Business Response

  Date: 12/12/2023

  December 12th, 2023
  
  Dear **********************, 

  Thank you for bringing your concerns to our attention regarding your recent experience with AmeriFreight. We value your feedback and the opportunity to address the issues you have raised in your BBB complaint.

  We understand that you had contracted AmeriFreight to facilitate the transport of your car from **********, **, to *****, **, and there were concerns regarding the pickup date and associated charges. We would like to provide clarity on the situation and address your specific points.

  Firstly, you mentioned in your complaint that you were charged $1,400.00 for a specific pickup date, but it occurred on 12/2/23, instead of 12/1/23. We empathize with any inconvenience this may have caused, and we sincerely apologize for any miscommunication. However, we must clarify that the pickup date was never guaranteed for 12/1/23. The estimated pickup date was provided as November 30, 2023, as indicated in the dispatch notification email you received:
  Estimated Pick-Up: 11/30/2023
  Estimated Delivery Date: 12/08/2023

  It's essential to note that AmeriFreight, in compliance with our Terms and Conditions, never guarantees specific pickup or delivery dates. These dates are always provided as estimates within reasonable time frames. The dispatch notice explicitly states that dates and times are estimates only. 

  While we understand that there might have been an expectation for a December 1st pickup based on an email from *****************************, it's important to clarify that nowhere in the email does it state that December 1st is a promised date. The pickup date was within the estimated parameters, and the actual pickup occurred on December 2, 2023, which falls within the reasonable timeframe specified in our terms.

  Regarding your request for a $200 discount due to inconveniences, we appreciate your concerns and the challenges you faced due to the pickup date. However, based on our review of the situation, we regret to inform you that we are unable to provide a discount. As outlined in our terms, AmeriFreight is not liable for delays, and customers acknowledge this by agreeing to our Terms and Conditions when signing our contract.

  We understand your frustration, and we sincerely apologize for any inconvenience caused. We remain committed to providing transparent and reliable service to our customers. Please feel free to contact us directly if you have any further questions or if there are additional details you would like to discuss.

  Thank you for your understanding.

  Regards,

  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************
  ************
  ***********************************************************

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20973659
  
  I am rejecting this response because:

  I know that in the original email said the pick-up date was November 30th, but that is why I asked ***************************** to confirm via email that the pick-up would be exactly on December 1st.  And that is also why I paid a premium price, for the exact date.  Originally, ***************************** had quoted $1092 when there was a window of dates for the pick-up.  See attachment.  Because I wanted an exact pick-up date, I had to pay a premium price of $1,400.00.  They claim that the driver had a mechanical issue with the truck that caused the delay.  When I asked for evidence of that mechanical issue, they did not provide any.  When the car was delivered to me, I asked the driver why he didn't pick-up the car on December 1st, he said that he had a lot of cars to deliver in ********** and that traffic was bad.  There was no mechanical issue with the truck.  They overbooked and then they want the customer to suffer the delay and take the loss.  Had I not had my sister available for the pick-up, I would have had to cancel my trip and rebook it to be available for the pick-up.  I wanted an exact date for the pick-up because I was flying out of ************ the next day, December 2nd.  Had I cancelled my trip, AmeriFreight would have to pay any extra expenses for the rebooking of the flight.  I am being reasonable here and I am only asking that I be charged for the services that were provided, and not for a premium service that was not delivered.  I think a reimbursement of $200.00 is reasonable in light of the fact that if the service was to pick-up the car within a window of several days, the charge would have been $1,092.00.
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 12/20/2023

  December 20th, 2023
  
  Dear **********************,

  We appreciate your continued communication regarding your recent experience with AmeriFreight and your concerns surrounding the pickup date and associated charges. Your feedback is important to us, and we want to address your points to ensure clarity

  We understand that you were seeking a guaranteed pickup date on December 1st and had reached out to your customer service agent to confirm this arrangement. However, it's crucial to emphasize that while we strive to provide accurate estimates, it is explicitly stated that the economy rate is a starting point and subject to adjustments. 

  As noted in our previous response, AmeriFreight operates within a framework where the economy rate presented to customers is a starting point. We receive offers from carriers, and these offers are relayed to customers for their consideration. The decision to opt for an increased price is at the discretion of the customer and does not alter the fact that pick-up and delivery dates remain as estimates only.

   While your customer service agent *** have initially quoted $1,092.00, the subsequent arrangement where you accepted the carrier rate did not change the dates from estimates to guarantees. Carriers offer rates that *** be the same as the estimate or a higher rate, and it is at the customer's discretion whether they opt to accept the rate or wait for a better rate. The acceptance of any rate does not change the fact that dates are still only estimates.

  We would like to clarify that the dispatch notice you received clearly states that the pick-up date was only an estimate and never a guaranteed date. We understand the importance of communication while scheduling both pick up and delivery dates between carriers and customers, but many factors make it impossible to promise dates.

  While we regret any inconvenience caused, it's essential to reiterate that AmeriFreight, in compliance with our Terms and Conditions, does not guarantee specific pickup or delivery dates. We operate within parameters of reasonable time frames, and the estimates provided are subject to change based on various factors.

  Regarding the claim of a mechanical issue causing the delay, we rely on information provided by carriers, and while we appreciate your request for evidence, it's not always possible for carriers to provide detailed documentation in such instances. We must acknowledge the driver's statement about traffic issues and a high volume of deliveries as contributing factors to the delay.

  We understand the inconveniences you faced due to the delayed pickup, and we sincerely apologize for any disruption to your plans. However, based on our thorough review of the situation, we must maintain our stance that no billing adjustments are owed. The charge was communicated and accepted as part of the contractual agreement.

  We appreciate your understanding of the complexities involved in the transportation process and regret any dissatisfaction you *** have experienced. Should you have further questions or concerns, please do not hesitate to contact us directly.

  Regards,
  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************
  ************
  ***********************************************************

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20973659
  
  I am rejecting this response because:

  The email guaranteed the pick-up date. See you in small claims court.  I will also write to the president of the company.  This is unacceptable.  If I had not had someone to help me, I would have had to cancel my trip and spend more money.  ******* warned me that Amerifreight would do exactly this and they were right. Im disgusted at how Amerifreight deceives its customers.  I will also file a complaint with Georgias consumer affairs office.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair 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.

  We used the broker Amerifreight to book our car transport across country and had a very bad experience with them and one of the carriers that they hired. First of all, they did a bait-and-switch on the quotes they provided for both of our vehicles. They quoted us $1224 for the shipment of our 2022 ******* Tucson from *******, ** to ********, **. The actual price ended up being $1500. The second vehicle was quoted for $1124 for the shipment of our 2018 ****** Corolla and ended up being $1675. Other companies guaranteed a lower price than what we ended up paying, but we went with Amerifreight due to their quotes being the best of all the brokers we contacted, so we were very disappointed with it being much more expensive than planned. Be cautious of their baited low quotes as the actual prices are significantly higher.The second bad thing was having to work with the carrier Amerifreight hired to transport our ******* Tucson. The company was called ************** and the drivers name was ***. We were told by the carrier that the car was going to be picked up between 4-5pm on Friday Oct 20, 2023. I called the driver at 5pm since he still wasnt there, and he said it would now be between 6-7pm. No heads up given. We only knew because we called. By 8:15pm, he still hadnt arrived and no call. When I called him, he said it would now be at 10:30pm. When I told him that that was too late and asked if he could just grab it in the morning he said no. I called at 10:15pm to make sure he would be there on time and he said 10:35pm now. The driver kept saying 15 minutes until he arrived at 11:50pm. So inappropriate. Even worse, he kept calling us on the trip and asking us to pay before he delivered the vehicle and he wanted us to send the money to him personally, via his personal CashApp acct. We said we would be paying via money orders (as suggested by Amerifreight) and he was very upset and sending aggressive text messages. Amerifreight is responsible for who they hire.

  

  Business Response

  Date: 12/05/2023

  December 5th, 2023

  Dear ****************, 

  We are deeply sorry for the frustrations and inconvenience you encountered during the transportation of your vehicle. We sincerely value your feedback and take customer satisfaction very seriously.
  We understand your disappointment with the final cost exceeding the initial quote. It's important to note that the quote presented to you was based on the information available at the time and is subject to change based on various factors, such as market demand, fuel prices, and carrier availability.

  While we strive to provide accurate estimates, it is explicitly stated in the quote email, which you included in your complaint documentation, that the economy rate is a starting point and subject to adjustments. It is important to highlight that customers are presented with multiple options, including a fixed-price first-class rate. In this case, you selected the economy rate, allowing for flexibility in pricing. We acknowledge that other companies may offer lower prices, but our commitment lies in transparency and ensuring that our customers are informed about potential fluctuations in costs.

  Regarding the issues you faced with ************** and their driver, we apologize for the inconvenience caused by the delayed pickup and communication lapses. AmeriFreight, as a broker, has a legal duty to find carriers that are properly registered and insured. While we do not condone the behavior exhibited by the carrier's driver, we must emphasize that we have no direct control over the actions of individuals employed by carrier companies.

  ************** has had a history of successful orders with AmeriFreight in the past, and we had every reason to believe that your experience would align with these positive interactions. However, we understand that unforeseen circumstances can arise, leading to less than ideal situations for our customers.

  In response to your concerns about payment, we want to clarify that we do not endorse or support any requests for personal payments or any payment methods outside the agreed-upon terms. We have taken note of your feedback and have decided to terminate our partnership with ************** on future orders, as their behavior towards you does not meet the standard of customer service that we expect of all carriers we partner with.

  We understand your desired settlement of a billing adjustment, but we regret to inform you that we will not be able to fulfill this request. As a broker, our obligation is to facilitate the transportation process by connecting customers with carriers. We fulfilled this obligation by securing a registered and insured carrier to transport your vehicle, and unfortunately, we cannot control the actions or behaviors of individuals employed by the carriers.

  Once again, we apologize for the inconvenience and frustration you experienced during this transportation process. We value your feedback and will use it to further improve our services. Please feel free to contact us directly if you have any additional concerns or if there are further details you would like to discuss.

  Thank you for bringing this matter to our attention. We appreciate your understanding. 

  Regards,

  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************
  ************
  ***********************************************************

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair 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.

  I needed my car (Audi A3) to be picked up from a service shop in ******* and bring to *******. Ameri Freight **** brokered a auto transportation company and the driver damaged my vehicle during the transport. Since then I have been trying to reach a responsible person from the auto transportation carrier to respond to my issue and pay for the repair estimate. The AmeriFeight contact person (****) replies to my messages fast, but she is not contacting the transportation company she brokered directly to resolve the issue. She somehow makes it appear like my fault because I declined the extra damage insurance coverage.I would like AmeriFreight *** to take responsibility for the companies they broker and stand behind the damage repairs. They cannot simply say we just brokered the deal and and you should directly contact the carrier service with any issues.

  

  Business Response

  Date: 11/17/2023

  November 17th, 2023

  **************,

  I hope this letter finds you well. We acknowledge your recent BBB complaint regarding damage related to the shipment of your vehicle, and we appreciate the opportunity to address your concerns. 

  We sincerely apologize for the inconvenience you've experienced with the transportation of your Audi A3 from ******* to *******. We understand the frustration that comes with unexpected damages, and we want to assure you that we have made every effort to address your concerns.

  Upon being notified of the damages on 10/16/23, our team initiated multiple attempts to reach out to the carrier, ******************* Unfortunately, despite our persistent efforts, we have not received any response from them. We share your frustration regarding this lack of communication, as it is a top priority to ensure a seamless and secure transportation process for our customers.

  As your chosen broker, AmeriFreight's primary responsibility was to connect you with a registered and insured carrier. We take pride in using carriers with a 4.5-star rating or above, and ******************* met these criteria with a stellar 4.9-star rating on the Central Dispatch system, a widely used platform in the auto transport industry.

  Upon learning about the damages to your vehicle, we promptly provided you with a copy of *******************'s insurance certificate and guided you through the necessary steps to file a claim directly with the carrier's insurance. We understand that this situation is inconvenient, and we empathize with your desire for a swift resolution.

  While we do offer an optional Gap Protection Plan to all customers prior to the dispatch of their vehicles, we respect the customer's decision to decline this additional coverage. As outlined in our Terms and Conditions, AmeriFreight is a licensed broker that arranges transportation through reputable carriers. We do not own trucks and operate solely to facilitate the safe transport of vehicles on behalf of our customers. Please note that as a broker, AmeriFreight cannot cover repair fees for damages incurred during transportation, as the responsibility for addressing and covering repair costs lies with the carrier.

  We acknowledge the difficulty you are facing, and we want to reiterate our commitment to assisting you within the bounds of our capabilities. Unfortunately, as a broker, we cannot file a claim on your behalf. The necessary documentation for filing a claim with *******************'s insurance has been provided, and we encourage you to pursue this option to address the damages to your vehicle if you so choose.

  Please feel free to reach out to us if there is any additional information you may require throughout this process. We understand the importance of your vehicle and share your commitment to resolving this matter promptly.

  Regards,

  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************
  ************
  ***********************************************************

• Initial Complaint

  Date:11/04/2023

  Type:Product 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.

  On October 21st, Amerifreight provided an estimate of $1168 for transporting my vehicle. On November 1st, they offered the transportation for a total payment of $1478 and charged me a downpayment of $428. On 11/3/2023 Amerifreight informed me that they won't be able to deliver the car for $1478 and I have to agree to pay over $1700. I requested a cancelation *** now they are refusing to refund my downpayment.

  

  Business Response

  Date: 11/09/2023

  To Whom It May ********************** full refund of the $428 broker fee was processed back to the customer's card on 11/6/23. We are confident that this matter has been resolved. Should any additional information be needed, we would be happy to assist.

  Regards,

  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************
  ************
  ***********************************************************
  
  

  Customer Answer

  Date: 11/09/2023

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

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair 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.

  I live in *******, but I bought a car in ********* **. Rather than drive it back the original owner and I had it shipped.Original owner (*********************** ******************** contacted AmeriFreight which apparently is located at *********************************************************************************** Phone ************ The original owner was told a total price of $677 of which he paid $150 using his credit card.AmeriFreight must be some sort of booking place for freight, I am not sure.They hired a company named Shatro Express to deliver the car. On September 24th 2023 the car was brought to a grocery store parking lot on a trailer at roughly 930 or 10pm. The **********************, told me the bill was $677, which seemed wrong to me but I didnt have time to argue as I had work in the morning. I asked him for a receipt but, he said that AmeriFreight would not allow receipts showing any sort of dollar amounts and that I would have to contact Amerifreight <-- red flag.I texted and emailed the driver days later and said I thought there was a mistake in billing. He said he was just a middle man and that all problems had to be through Amerifreight.I emailed Amerifreight and they confirmed the original owner paid $150 and only $527 should have been paid to driver. I have email confirming this.Driver refused to talk to me through text or email after that. AmeriFreight said in an email that to them the matter was closed.I have these 2 companies pointing fingers at each other and not even taking the time to talk to me. I will not have $150 stolen from **** have email and text messages from both Amerifreight and Shatro Express backing up everything I have said here.Order ID ******** I should be reimbursed the $150 as well as extra for all the time I have spent trying to work this out with these companies. They just tell lies and I have to try and work through it. This has taken up easily 10 hours of my life.These companies need to be held accountable.

  

  Business Response

  Date: 10/25/2023

  October 24th, 2023

  ****************,

  I hope this letter finds you well. We acknowledge your recent BBB complaint regarding a billing discrepancy related to the shipment of a vehicle from *********, ** to *******, **, and we appreciate the opportunity to address your concerns. Please allow us to provide a detailed response to the issues you've raised.

  First, we would like to clarify that you, as the recipient of the vehicle, are not our direct customer; Mr. ************************* is the principal customer who initiated the shipment and engaged our services. In such transactions, the point of contact at the delivery destination typically does not have a direct contractual relationship with AmeriFreight. 

  Our records indicate that the total cost of the shipment from *********, ** to your location in ******* was $677. As you mentioned, ****************** made a payment of $150 using his credit card at the time of dispatch, leaving a balance of $527, which was to be paid directly to the carrier upon delivery. This information was clearly communicated to ****************** before the shipment took place. This breakdown of payments and responsibilities was provided to ****************** in writing through our email correspondence with him.

  We understand that the situation you encountered at the time of delivery led to some confusion. It is essential to note that the driver would have had no way of knowing about the total tariff of $677, as the carriers we partner with are only shown the carrier pay amount, in this case $527, and not the total tariff, on their dispatch sheets. Therefore, any miscommunication or misunderstanding that occurred during the delivery process can be attributed to factors beyond our control.

  Our responsibility was to communicate the agreed-upon terms to ******************, which we did effectively. We have documentation to support this communication and confirmation of the amounts due. Unfortunately, we have no control over whether the recipient pays the balance amount to the carrier upon delivery. It is ultimately the responsibility of the original shipper, in this case, ******************, to ensure that all financial transactions are completed in accordance with the agreed-upon terms.

  In light of this, we urge you to address your concerns directly with ******************, who engaged our services and was informed about the payment arrangements. As the recipient of the vehicle, your dispute should be directed towards the party responsible for the payment, which is ******************, or any representative he assigned for the transaction. AmeriFreight fulfilled its contractual obligations by providing accurate information and facilitating the transportation of your vehicle as agreed.

  We regret any inconvenience you experienced due to this situation and understand your frustration. However, we must emphasize that our role was limited to facilitating the transportation and clearly communicating the payment terms to ******************. Any issues regarding the payment process are beyond our purview.

  Should you have any further questions or concerns, please do not hesitate to reach out to us directly. We are here to assist you with any additional information or you may require.

  Thank you for bringing this matter to our attention, and we appreciate your understanding of the situation. We hope that you and ****************** can resolve this matter amicably.

  Regards,

  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************
  ************
  ***********************************************************