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:09/25/2023

  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.

  On Sept. 12, 2023, I contacted Movemycar.com to get quotes to transport a car from ********** to *******. I received quotes from various shippers. On Sept 13, I received a quote to move my car for $450.00 from Amerifreight. Since that was one of the lower quotes, I decided to contract with them. I was in contact with *********************** from their sales group who booked the delivery for 9/23, but said I could change the date, which I later did to 9/21. They requested a $150 deposit. Initially they said I could pay by *****, *****, Cash App, or a credit card. I initially wanted to do it through credit card, but they said their bank server was down, so I did it through Venmo. We set pickup to be 9/21 between 3-5pm. I then got a call from ******* from their dispatch saying they couldn't pick it up on 9/21, but he could do it on 9/22 for $1200, which I refused. I then spoke with ****** again, and he said it was due to them being late because of DOT inspections. They then said they could do it for $870.00, which I again refused, because we contracted for $450.00. At this point I wanted to get my $150 deposit back, and ship with someone else, but they said they could pick up at 9/28, which I agreed to . On 9/24 they called, and said they had a driver booked for $750, which I again refused. I then asked for my deposit back, and they said they couldn't because they paid the driver the week before to reserve a spot on his truck, and they couldn't get the deposit back. I then asked them to pay from their account, and they could get the money back from their driver, since he didn't deliver my car. They still refused, so now I'm lodging this complaint, and will file a small claim. This is such a disreputable company, and their business practices are terrible.

  

  Business Response

  Date: 09/27/2023

  September 27th, 2023
  
  To Whom It May *********************** have looked into the details of Mr. ******** complaint, and we are unable to find him anywhere in our system. We do not believe that ****************** is a customer of ours. We are not affiliated with Movemycar.com or ShipYourCar. We do not have a *********************** in our sales team, nor does the deposit rate match what we charge our customers. From the contract, it appears that ****************** is working with a company called ShipYourCar, a company that seems to be unlawfully using our name in the terms and conditions section of their contract. Our contracts are designed in a very different way and look nothing like the document presented by ******************* 

  Unfortunately, as this complaint is not in reference to AmeriFreight or any of our current or past customers, we are not able to assist ******************. We wish him well, as it does sound like he was perhaps scammed by this other company. 

  Should you have any further questions, please feel free to contact me directly via phone at ************ or email at *************************************** Thank you for your attention to this matter.

  Regards,

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

  
  

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service 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.

  Long story short. I was quoted roughly $1200 and ended up spending $3000 nearly because the driver they hired threatened us and claimed we never paid when we did. He also allowed someone not on my contract who I did not allow to take possession of my vehicle. Ive written emails and reviews and never received a call or email back. Will be going to small claims shortly

  

  Business Response

  Date: 09/08/2023

  September 8th, 2023
  
  To Whom It May *********************** appreciate the opportunity to address ******************** BBB complaint regarding her recent experience with AmeriFreight. We aim to provide a clear and factual overview of the situation to clarify our position in this matter.

  **************** entrusted us with the transportation of her 2023 ************* CLA from North Hollywood, **, to Bensalem, **. Initially, the arrangement was made under Cash On Delivery (COD) terms, which she agreed to in her signed contract, as outlined in our terms and conditions. However, after the dispatch, both **************** and the Carrier mutually decided to change the payment method to *****. This alteration was made outside the terms of the original dispatch. Any issues related to the processing and receipt of the Zelle payment were beyond our control and are the responsibility of **************** and the Carrier. We offered our assistance in resolving the payment issue, but ultimately had no control over the outcome.

  Additionally, the decision to allow ******************** mother, who was not listed as the delivery contact, to take possession of the vehicle upon delivery was made after the dispatch and without any input from AmeriFreight. This change in the recipient of the vehicle fell outside our responsibilities, as our primary role is to facilitate transportation arrangements as per the initial agreement. We fulfilled our legal duty as a broker by securing a Carrier that is properly registered and insured for the transportation of ******************** vehicle from its origin to its destination.

  Despite ******************** expressed dissatisfaction with her shipping experience, AmeriFreight does not owe any money to her and cannot accommodate the requested billing adjustment. We stand by the terms outlined in our agreement, which we diligently followed for this shipment. The disputes between the customer and Carrier regarding payment and vehicle release arose after the initial agreement and are beyond our influence and responsibility.

  We want to emphasize that AmeriFreight made efforts to mediate between **************** and the Carrier to facilitate a resolution. Unfortunately, the Carrier reported that **************** had blocked his number and asserted that he had not received any payment from her. Conversely, **************** contended that the Carrier had double-charged her. These conflicting accounts and the decision to engage in an "outside agreement" to change payment methods and delivery recipients highlight the importance of adhering to the terms as agreed upon at the time of dispatch. Outside agreements, while tempting, cannot be contractually enforced and make it nearly impossible for us to intervene in such situations. Were these arrangements not made between **************** and the Carrier, we are confident that these problems would not have occurred. 

  We stand by our commitment to providing reliable and professional services within the framework of our agreements. We acknowledge the challenges **************** faced during this process and hope for an amicable resolution of the payment disputes between the parties involved. AmeriFreight kindly requests that you review and close this case, as we have assisted **************** to the best of our abilities. 
  We have submitted a copy of the Dispatch Sheet showing the payment terms, along with a copy of AmeriFreights Terms and Conditions. Should you require additional information, please feel free to contact me directly via phone at ************ or email at *************************************** Thank you for your attention to this matter.

  Regards,

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

  
  

• Initial Complaint

  Date:08/15/2023

  Type:Delivery 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.

  Date of the transaction- Aug 10, 2023 Deposit of $700 and $2,650 in cash Committed to provide an enclosed trailer for transport of vehicles. Company provided an open trailer without authorization and charged me for an enclosed trailer which is over a $1,200 difference. Company admitted fault A Company Manager refunded the $700 deposit. It does not cover the difference. I would not have conducted business with the company if I knew it was going to switch to an open trailer. Order Number ********

  

  Business Response

  Date: 08/18/2023

  August 18th, 2023
  
  To Whom It May ******************** have reviewed **************** complaint, and would like to provide additional details regarding the transportation of this customers vehicles. 
  On 7/29/23, the customer, *****************************, hired ******************** as a broker to facilitate transportation of his two vehicles. As a broker, AmeriFreight was to source a Trucking company Carrier to pick up **************** vehicles, a 2019 ***** Rebel motorcycle and a 2019 Ram 1500  from Riverside, ** and deliver to ********, **. AmeriFreights legal duty as a broker was to find a Carrier that is properly registered and insured. Although not required by law, AmeriFreight only uses Carrier companies that have a 4.5 or above star rating to ensure customers are further protected. 
  AmeriFreight sourced a Carrier company, YL Transport LLC. The Carrier was based out of *******, **. The Carrier was registered and fully insured. The Carrier had a 4.9 Star rating with the Central Dispatch system. Central Dispatch is a software used by all auto transport Brokers and Carriers in *****************. 
  On 8/10/23, **************** vehicles were dispatched to the Carrier, as agreed upon both verbally and contractually by the customer. The ********************** was to occur in an enclosed car carrier trailer, as requested by **************. The total shipment cost was $3,350 out of which $700 was paid to AmeriFreight for the broker fee using a card ending in ****, and the remaining balance of $2,650 was to be paid directly to the Carrier company at the time of delivery. 
  It was brought to AmeriFreights attention, after pickup, that the vehicles were transported on an open trailer instead of an enclosed trailer. ************** stated that his pick up contact released both vehicles to the Carrier, allowing them to be loaded onto an open trailer, therefore removing AmeriFreights ability to rectify the situation. Had AmeriFreight been alerted to this matter at the time of pick up, we would have highly suggested against releasing the vehicles to the Carrier, as the terms of the agreement were not being met.
  . 
  We understand **************** frustrations with the situation, and in an effort to alleviate some of his financial burden, we promptly refunded the entire $700 broker fee back to the card ending in ****. However, we cannot offer any additional compensation, as we had no control over the Carrier arriving with the wrong type of trailer, nor could we remedy the situation due to **************** pick up contact releasing the vehicles to the Carrier. 
  AmeriFreight kindly requests that you review and close this case, as we have assisted ************** to the best of our abilities. We have included a copy of the refund receipt.  Should you need any further information, please contact me directly via phone at ************ or email at ***********************************************************. 
  Regards,
  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  ******************************************************************************
  ************
  ***********************************************************
  
  

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20469772
  
  I am rejecting this response because: From the beginning I only requested an enclosed trailer. I completed all financial obligations as required for one. Amerifrieght did not provide one. I am due reimbursement. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2023

  To Whom It May *********** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">
  Our COO, *******************************, spoke to ************** regarding his complaint, and we are confident that the issue is now resolved. ************** will be receiving his desired settlement amount of $500 via check.
  
  Additionally, we have made a change to ensure that an error of this nature will not occur in the future. Our goal is always to provide top tier customer service that allows for a hassle-free experience. We regret that ****************** experience with our company was a negative one, but we appreciate his feedback, and we are happy to have come to a resolution.
  
  Regards,
  
  *******************************
  Quality Assurance Manager
  AmeriFreight, Inc.
  ******************************** S
  **************, ** *****

  Customer Answer

  Date: 08/24/2023

   
  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:06/28/2023

  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 June 4, 2023, I had Amerifreight post a bid to transport my car to their network of carriers. I was subsequently told on June 15 that a carrier had accepted the bid, and that they would need final confirmation from me as soon as possible. I gave them this confirmation and made a deposit the same day. My car was scheduled to be picked up on June 17th, and the confirmation email I received from Amerifreight actually had the name and phone number of the driver who would be picking up my car, as well as the date of pick-up. Their email specifically said that everything had been confirmed. On the 17th, I waited until 5pm for my car to be picked up without the driver arriving; at that time I decided to call the driver using the number provided. The driver answered and expressed to me that Amerifreight had not provided the requested confirmation to him, meaning that a spot on his trailer was not in fact reserved, despite Amerifreight's email stating the exact opposite, and that he would not be able to transport my car. This was now 5 days before I was supposed to move. I called Amerifreight back on the next business day, and my agent sounded incredibly surprised that the driver had said that. My agent had said that they did indeed confirm with the driver that I accepted the offer; because this had turned into a game of "he said / he said," I requested a refund from Amerifreight, which to their credit they issued within 24 hours. I ultimately went with another company that was actually able to do what they said they would and confirm a spot on a trailer.

  

  Business Response

  Date: 07/05/2023

  July 3rd, 2023
  
  To Whom It May ******************** have reviewed the details of ************ complaint, and while we  fully understand his frustrations, AmeriFreight makes it a priority to only partner with the top auto carrier companies in the industry. Proper communication throughout the auto transport process is expected of all carriers we partner with. 
  On 6/15/23, AmeriFreight sourced the carrier company CTT Auto Carrier to transport ************ vehicle from *********, ** to **********, **. The carrier company was registered and fully insured. ************ vehicle was dispatched to the carrier company with an estimated pickup date of 6/18/23 and an estimated delivery date of 6/22/23, as agreed upon both verbally and contractually by the customer. We have also provided the dispatch sheet as proof that the vehicle was dispatched to and accepted by the assigned carrier. 
  We understand the frustrations that can accompany a carrier company failing to show up at their estimated arrival time. We are happy to provide proof that the dispatch occurred as described. Unfortunately, The carrier company canceled this dispatch, but the customers refund was promptly processed as soon as the order was canceled. 
  We kindly ask that you please dismiss ************ claims, as they are unwarranted. Should you need any further information, please feel free to contact me directly. As a full refund was already issued, we are unsure what additional assistance the customer is looking for. Should you need any further information, please feel free to contact me directly.
  
  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  **************************, D
  **************, ** 30269
  ************
  ***********************************************************
  
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20251703
  
  I am rejecting this response because: I would like to see proof that Amerifreight submitted my information to the carrier as well as proof that the carrier did indeed accept the job without notifying Amerifreight of any issues or plans to cancel.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/05/2023

  *********, 

  We have attached your order's dispatch sheet along with this response. When an order is dispatched via Central Dispatch, a software used by auto transport brokers and carriers in *****************, a dispatch sheet is generated. The dispatch sheet provides the carrier company with vehicle details, pick up and delivery date estimates, pick up and delivery addresses, and any other necessary details pertaining to the shipment. Once the dispatch sheet is sent to the carrier company, they must electronically accept it through Central Dispatch in order for the status to change from 'not signed' to 'dispatched'. In the Order Information section of the dispatch sheet, you will be able to see that the dispatch date was 6/15/23, meaning that the carrier received and accepted your vehicle's dispatch on that date.

  We received no notification from the carrier pertaining to any issues with your order, and we expected pick up to go as planned on the estimated pick up date. Had we been informed that the carrier could not pick up your vehicle, we would have immediately begun searching for a replacement carrier for you. Again, we apologize for the inconvenience you experienced, and we hope this clears up any confusion. 
  
  Thank you. 

  Customer Answer

  Date: 07/06/2023

   
  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:03/02/2023

  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.

  Important:Transaction details Account Important:Citibank Credit Card - Citi Double Cash Card (...5386)Description ************************************ ********** ** The gist of the matter is this; both contractually and verbally they told me that they would give me 12 to 24 hour notice prior to picking up my vehicle.Three times they called and said they would be there to pick up my car which meant that during the move, I could not use my SUV because it had to remain at my address, which was a problem.The third time they picked up my 2014 jeep grand Cherokee and my **** Willys pick up truck They were transporting it from ********** to ********* ******** and end the cars were supposed to arrive after I got there Instead, the cars got there three days earlier and they left it in a hotel parking lot They were supposed to be the coordinating entity for the trucking company, and they couldnt have screwed things up more. Im seeking a full refund.

  

  Business Response

  Date: 03/08/2023

  AmeriFreight, Inc., 
  417 ************************************************************************* - Main Phone: ************ - Fax: ************
  _____________________________________________________________________________________
  

  March 8th, 2023

  To Whom It May *********************** have reviewed the details of ************************** complaint, as well as the details of his order with our company. On 8/24/22, AmeriFreight dispatched Mr. ************ vehicles to a Carrier company with whom we had worked with over 50 times in the past without incident. The Carrier company was registered and fully insured. The Carrier company had a 100% rating with the Central Dispatch system. Central Dispatch is a software used by all auto transport Brokers and Carriers in *****************. 

  The estimated pickup date was 8/24/22, and the estimated delivery date was 9/1/22. Dates are always provided as an estimate only. As noted on both Bills of Lading provided by the Carrier and signed by both the Carrier and **************************, the vehicles were picked up within 2 days of the estimated pickup date on 8/26/22 and delivered within 2 days of the estimated delivery date on 8/30/22. We ask that you please refer to Article IV of Amerifreights Terms and Conditions of which the customer contractually agreed to and electronically signed for in both the Order Confirmation and The Customer Contract: 

  Delivery Dates
  
  Delivery dates are within parameters of reasonable time frames.  Delivery dates and times are estimated and NOT guaranteed.Customer hereby understands, and agrees to release AmeriFreight harmless for any damage incurred as a result of delay in the shipment process.   

  We understand the frustrations that insufficient Carrier communication can lead to, and we apologize for any unnecessary stress this caused **************************. Our ******************* made every effort to communicate with the Carrier during the shipment of these vehicles so that we could provide the customer with all possible updates. We make it a priority to select only the top Carriers, and our prior dealings with this company led us to believe that the transport of Mr. ************ vehicles would go smoothly with the level of frequent communication that we expect from all Carrier companies that we partner with. While it is unfortunate that ************************** was displeased with the service he received, we are confident that AmeriFreight did everything in its power to assist the customer in this situation, warranting no refund.
  
  Should you need any further information, please feel free to contact me directly.
  
  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  417 ***********, D
  **************, ** 30269
  ************
  ***********************************************************
  

  
  

• Initial Complaint

  Date:01/09/2023

  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.

  Date of Transaction 28th of November 2022 Original amount of money paid to the business $2315 The company was committed to do vetting to find a reputable shipping company for my vehicle that would pick up the vehicle in *******, ** November 28th and deliver the vehicle to **************, ** by December 02, 2022.The dispute: my vehicle was picked up hours late with zero communication after multiple attempts and not delivered until December 6th, 2022, again with minimal communication and to the wrong location. The driver then took the vehicle off of the trailer before I arrived. The business refunded me $315 after multiple attempts to speak with someone in the company and said that the shipping company refused to provide a refund. I was told by multiple employees throughout this process that I would get a call or email back and continuous received no response. I tried many times to communicate with the company and the driver, at times having no information on where my vehicle was or when it would be delivered after December 2nd has passed. Order # ********

  

  Business Response

  Date: 01/12/2023

  January 12, 2023

  To Whom It May ************************* complaint was made in reference to the same order discussed in BBB complaint ID #********. The customer received a full refund of $315 on 12/15/22, in addition to receiving a call from our COO who addressed her concerns in full and assisted ****************** with her requested refund. As a refund was already issued and this complaints desired settlement is listed as refund, we are unsure what other steps the customer is looking for us to take at this point. 

  Should you need any further information, please feel free to contact me directly.
  
  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  417 ***********, D
  **************, ** 30269
  ************
  ***********************************************************
  

  
  

• Initial Complaint

  Date:01/03/2023

  Type:Delivery 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.

  We needed a car shipped from ********* ** to ******, ME. We selected Amerifreight. We received an email on 20 Nov 22 from *************************** giving our carrier's details and promising good communication throughout the process. Our estimated arrival date was 2 Dec 2022 for our car. After that, we were unable to get any updated delivery information from Amerifreight or Bud Express. We had to drive to Bangor on 1 Dec *************************** case the vehicle arrived early on the 2 Dec 2022. At 12:50 pm on 2 Dec 2022, *************** called to say that the car would not be delivered until 5 Dec 2022. We returned to Bangor on 5 Dec 2022 to receive our car. We had been advised by Amerifreight re our responsibilities on delivery, including inspection and photos before payment. But the first thing ***************s driver said to my husband was, Give me my money or your car is staying on ************ husband showed him information from Amerifreight showing what he was required to do but an impasse was quickly reached, so he handed over the remaining $2000.00 in cash in order to get our vehicle, as the driver was refusing to get it off his truck. Had there been any damage done in transit, this would have voided our insurance. We understand that under our contract, there was no guarantee that the vehicle would be delivered on the estimated date of 2 Dec 2022. But we were assured by Amerifreight that there would be communication regarding our delivery time so that we could make arrangements. This did not happen. Amerifreight promised many things: a better price; good communication; peace of mind - none of which were true. Because of the poor customer service and poor communication we received, we could not find out when our vehicle was being delivered, causing us a needless 260 mile wintry drive plus a nights hotel stay. We would like repayment for that mileage at going rates, and for our 1 night hotel stay.

  

  Business Response

  Date: 01/09/2023

  January 9, 2023

  To Whom It May *********************** have reviewed the details of Dr. ******* complaint, and we fully understand her frustrations. We make it a priority to only partner with the top 5% of auto carriers in the industry, and proper communication is extremely important. We are happy to discuss the potential of a partial refund with ****************, but we have been unsuccessful in reaching her. We would be happy to assist with this matter, but we will need to speak to **************** directly before any type of refund can be processed. We ask that **************** contact our Sales Manager, *********************************** either by phone at ************** or email at ********************************************************. 

  Should you need any further information, please feel free to contact me directly.
  
  *********************;
  Quality Assurance Manager
  AmeriFreight, Inc. 
  417 ***********, D
  **************, ** 30269
  ************
  ***********************************************************
  

  
  

  Customer Answer

  Date: 01/12/2023

   
  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. The partial refund is great, and the representative that I spoke to on the phone was very kind, polite, and respectful, and let me know that the company would not use Bud Express again. 
  
  Sincerely,
  
  *********************