ComplaintsforMontana Air Cartage, Inc

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a sofa from Article furniture in September. It was delivered to Montana Air Cartage in October. Montana Air cartage has had the furniture since October 15. Today is November 28.The delivery window is through November 29. I have called and emailed this company multiple times since they received the furniture. They have not replied. Looking at the number of complaints I am surprised they are still in business. I dont understand why they would accept the order if they cannot deliver or follow through. I just want my sofa delivered as promised.

  Business response

  11/28/2023

  Hello *****,

  I am sorry your delivery is taking longer than you expected. We want to get your product delivered to you as we do not get paid until the service is rendered. However we schedule routes into various areas across the state for multiple different venders. We have to create routes with multiple stops in order to have revenue to pay for the delivery costs associated with residential deliveries. Sometimes this takes some time to create these routes, and this time does create some frustrations for customers.

  This complaint should be focused to your point of sale who determines how their product is shipped. They are the ones who determine the service level. We simply bid on the order with a estimated delivery date and they determine the freight agency who is awarded the work.

  We deliver across Montana and the surrounding 7 states on a 24/7 schedule with a average of 700 happy daily customers. The complaints you referred to are from the very few people who do not understand how logistics actually work.

  We have multiple people in our dispatch department that you can reach out for order updates at ************. If this does not suffice you, Please reach out to your point of sale as they ultimately are in charge of this order. 

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two separate large pieces of furniture; one from Article and the second being from Wayfair, both companies using this deliveries carrier. Unfortunately, this carrier has scheduled deliveries with me and my family on several accounts and doesnt show up. Theyve been holding my furniture from both companies for several weeks blaming it on staffing issues and now the newest one weather. I understand weather can be an issue at times, however my company also drives in inclement weather as well. Its excuse after excuse and due to many attempts and a negative ****** review, I believe they are intentionally not delivering my items to be vindictive at this point. The owner is extremely unprofessional and I believe Ill never receive 2.5k $ furniture due to their service.

  Business response

  03/07/2023

  Hello,

  This customers orders were delivered on 3/7/23 after organizing a downgraded service level to meet the customers needs. I have attached the review commentary for review.

  From the customer: Their service is extremely poor. I was supposed to receive multiple orders over 3 weeks ago and they still are sitting with this company, Ive reached out and do not get dates for delivery. Although, they have scheduled a delivery for three weeks ago and caused my family an inconvenience. Id pay more to go elsewhere. Companies like this will be out of business soon due to their lack of service and customer care.
  
  In response to your reply below. Its inaccurate about your scheduled deliveries. Youve scheduled deliveries with us and do not deliver, you dont deliver on the date and inconvenience families even after scheduling. (Thus all the negative reviews on this specific topic about your company)
  The weather around here has been fair for deliveries seeing my company has to drive as well. We are very familiar as we drive within 100 miles outside of ********.
  In regards to your comment about us doing it better, If locals could pick up our merchandise wed have it when it expected. So, that answers that.
  You, yourself wrote out exactly how Id describe your customer service.

   

  ********************'s reply: Hello A.M,
  We apologize that the winter weather has caused delays to your service area. We only service most home delivery areas once per week and it seems the bad weather continues to affect your delivery area. I am sorry that you also think we have a lack of customer care and poor service because of this, but we are hiring both drivers and office staff if you think you can do it better! If not your delivery will be scheduled and attempted at the next available time. We reach out ***** hours in advance to schedule home deliveries. If you have any questions please call us at ************
  
  Response #2
  
  The original statement stands, and adding that just because you are within 100 miles of ******** does not make your location a local service point. The route that your area is scheduled with is serviced with other points which are further north and have been affected by weather. We do not just route single shipment deliveries. While we do our best to service everyone quickly and efficiently, We would not have a functional delivery service if we did not create routes and service multiple deliveries at the same time. Sometimes this comes with a delay to some customers that might not be perceived as fair to your situation.
  
  Not sure what your "If locals could pick up our merchandise" comment implies. We are a local Montana business and have been for 30+ years. It is mentionable that we have also offered you a downgraded service level which could accommodate you on a Monday-Friday basis with our normal freight route that travels your area daily. However, this comes with 1 person who can only deliver as a outdoor drop. Not the 2 person crew that would complete the contracted inside delivery. Your reply to this was "how would we compensate you for this." You were told that you would have to reach out to your point of purchase regarding that. This is where we have left off.
  
  Response #3.

  For a update, this customer was serviced the next day with a downgraded service level on a normal freight route. As a local courier company we do our absolute best to service all customers as quickly as possible. Ultimately we are not paid until we deliver, we want to deliver. We complete 600 deliveries per day company wide and the small handful of negative reviews and comments come from people who do not take the time and care to understand how scheduled routing for rural deliveries works.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 8 furniture pieces from West Elm/Pottery Barn in March 2022 that have been in Montana Air Cartage's possession since April/May that are valued at over $12,000. I have called repeatedly over the past 5 weeks asking when they will be delivered and their response is that they "cannot locate my items in their warehouse due to a recent move of their business." I have given them 5 weeks to locate my items and they still cannot, which is extremely concerning given the amount of money I paid for these items back in March. I've even offered to come pick up the items myself rather than have them delivered and they said I can't because they still "can't locate them in their warehouse." ************ should halt all incoming shipments until they are able to find existing customer's orders and get them delivered.

  Business response

  06/27/2022

  Montana Air Cartage is contracted by a company called Ryder last mile for ******** Sonoma/Pottery Barn/West Elm. Ryder supplies Montana Air Cartage with customer product to deliver within our delivery areas. We are on average ***** days behind on deliveries at this time do to a extremely large and unprecedented increase to online sales. We are seeing increases to volumes at roughly 300% higher than historical notated. Montana Air Cartage is doing everything we can to try and keep up with this demand. Buying new equipment, investing in larger warehouse and hiring more staff is extremely difficult at this time because of the global economy and inflation but we are steadily growing. 

  This being said we have been relinquishing delivery areas that we are having the biggest issues delivering. However there is not a company that can take over these deliveries at this time. We are continuing to try and bridge this gap with the best delivery service we can. We have also restricted inbound shipments but still must recieve inbound loads to complete orders so delivery can take place. We are now receiving about 2 trucks per week. This is ****** pieces of customer product from Ryder. We are delivering at a consistent pace of about ***** delivers per day Monday-Friday for Ryder.

  This customers product is not lost, some people just do not understand the logistics involved nor think they should have to be delayed delivery of their product. This customers product is warehoused and will be scheduled for delivery when the order reaches the queue. This customers complaint should be sent to Ryder ************* Montana Air Cartage does not promise or guarantee any service level or time frame. We are doing our absolute best to complete deliveries in a timely fashion to all customers. 

  Customer response

  06/30/2022

   
  Complaint: 17483211
  
  I am rejecting this response because:  I understand that things are delayed right now and they are struggling to get delivery crews for certain areas, but I offered multiple times to eliminate their need to deliver and come pick up my items myself at their warehouse. Their response was they "didn't know where my items were in their warehouse" so I couldn't pick them up. That is what led me to believe they lost my items since they admitted on multiple phone calls that they "cannot locate them", which is obviously concerning to me that after 5 weeks they still don't know where the items are. I would like proof that they in fact have my items and would like for them to be made available for me to pick them up myself which would relieve them of having to follow through on the final delivery. 
  
  Sincerely,
  
  *********************

  Business response

  07/06/2022

  I am sorry you don't like the reality of your situation. Again your complaint should be to the point of sale. We are contracted from your point of sale to complete the delivery to the delivery standard outlined by their contract. If they want to release this order for pickup please contact them and they will contact us. If not your order will be scheduled when your order is ready to be scheduled. I will not waste any further time because of your impatience and misunderstanding of the situation. 

*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. ↩