Complaints

This profile includes complaints for Pilot Air Freight, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pilot Air Freight, Inc. has 12 locations, listed below.

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• 

  Pilot Air Freight, Inc.

  2 Braxton Way Ste 400 Glen Mills, PA 19342-2379

  
• 

  Pilot Freight Services

  826 National Dr Ste 190 Sacramento, CA 95834-1196

• 

  Pilot Air Freight

  6960 Engle Rd. Suites KK, LL, MM Middleburg Hts., OH 44130

• 

  Pilot Freight Services

  8910 Pioneer Ave Ste D Charlotte, NC 28273-6389

• 

  Pilot Freight Services

  1835 Airport Exchange Blvd Ste 130 Erlanger, KY 41018

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:07/31/2023

  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 May 23, 2023, Pilot, A ****** Company, agreed to send me a check in the amount of $50 to compensate for damage done to my bed when delivering and setting up a mattress and adjustable frame in March 2023. I purchased the mattress and adjustable frame from Mattress Firm and Pilot delivered the products on behalf of Mattress Firm. I communicated via email with a Final Mile Station Manager from Pilot regarding the damage claim. The manager stated on May 23, 2023 that a check would be sent out to me and "Please give 7 to 10 day[s] for regular mail." The local address for the Pilot office associated with this complaint is **** ********* *** Odenton, MD *****. On June 29, 2023 when I had not received the check, I emailed the Pilot manager again to inform him of this. The manager indicated that he would follow-up with me by that Friday, which was June 30th. When I did not hear back from the manager, I emailed Pilot again on July 10th for a status update. I did not receive a response. I emailed again on July 21st and was told that Pilot would get back to me shortly. I responded on July 23rd and said it had been two months since I was told I would receive the check in 7-10 business days. I informed them that a response regarding the status of the promised check was merited within a day or two. As of July 31st, Pilot has not responded.

  Business Response

  Date: 08/10/2023

  The station manager was contacted to find out the status of the compensation. He stated that they had tried contacting the consignee via text messages and left voice messages that were not returned. The manager states that the compensation was sent today, August 10.

  Customer Answer

  Date: 08/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I was never sent any text messages nor voicemail. This is false. There is no record of this at all because it never happened. These false statements suggest that Pilot had been responsive, which is not true. I had not received any correspondence for weeks, despite multiple emails, until submitting this complaint. Pilot called me on August 10th and 11th. I have phone records of these calls. I spoke with the manager on the 11th. No payment has been sent to date. I was told the contractor who completed my delivery in March would drop off the $50 payment. I spoke with the contractor on August 15th. He was supposed to deliver payment on the 15th, but this has not happened yet. 
  
  Regards,
  
  *********************

  Customer Answer

  Date: 08/30/2023

  No payment has been received as of August 30, 2023. I was supposed to receive the payment of $50 on August 15th, but they did not follow through and have not contacted me since.

• Initial Complaint

  Date:07/06/2023

  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.

  I bought a TV from ******* on Jun 24, 2023 and the delivery date was scheduled to Jul 03, 2023.On the July 3 at the morning 10:36am I saw a notification that the item was delivered. Im living in a apartment and all the deliveries is done to the Front Desk and if need signature they do this.I went to the concierge to get my Tv and for my surprise my TV was not there. The Front Desk gentleman said anything was delivered. And the item is one TV 75 inch, so easy to find.I did call ******* and he said they can do anything because was signed by me and this is not true, like I said all the deliveries is signed by front desk.They don't have any proof of the delivery , nothing, so I want my TV or my money back The ******* order ID: *************************************** tracking id: *********

  Business Response

  Date: 07/07/2023

  Our apologies to the consignee. The first POD was incorrectly entered against this shipment. This POD has since been removed. Our shipment information shows that the shipment was delivered on 7/7/23 at 8:27 AM.

  Customer Answer

  Date: 07/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ***************************
  

• Initial Complaint

  Date:06/19/2023

  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.

  Pilot freight lost my package. I paid $80 to ship a rug (it was the only option). After several calls with no update on tracking they finally said package was lost. ***** ****** resent package but its been a month now. They have no customer service. Very rude and unhelpful.

  Business Response

  Date: 07/10/2023

  As a shipment number was not provided, two shipments were identified for a consignee with the same last name and destination postal code as those listed in the complaint. According to our records, one shipment was delivered on 6/21/23 and the other on 6/29/23. These shipments did not require a signature for receipt and were most likely left at the door of the residence.

• Initial Complaint

  Date:05/25/2023

  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.

  So I bought a mattress set from ******, which I also paid for the White glove service. Which entailed them removing the old mattress and setting up the new one and everything with it. They happen to use Pilot for the shipping and the service. First off when I received notification that my shipment was shipped it asked me to schedule a appointment. So I tried to do it to no avail. I then called who know how many times to try to set up an appointment that way and each time I got a voice-mail in which they were to respond back. I must've left 4 or 5 with not a single call back.... so I called another department and they were able to set up the appointment. So delivery day was 5/22/2023. They were supposed to be at my place between 12 and 3. It was supposed to be a two man team. One guy showed up.... and at 405pm.... an hour late... he starts to put the base together then the mattress on top. To which he was rolling all over the bed. Got it dirty. Then he proceeded to sneeze all over the controllers for the base. Didn't clean then. Then upon further inspection. ... the bed was put together horribly! It was crooked. Pieces missing. Legs were bent and not screwed in all the way. Important pieces not used. It was just awful.... so I call them to complain about it. The lady sent me an email to send to her about what happened. To which I replied. And she then sent the email to the appropriate parties to whom all were out of the office for a while... i got an email saying they would send an agent to assess the situation. That was 3 days ago.... since then no communication. No agent to come by, nothing has happend....

  Business Response

  Date: 06/05/2023

  Pilot Freight Services apologizes for the conduct of our former delivery agent.

  A claims manager was in contact with the claimant and a settlement amount has been determined. The payment will be released to the claimant as soon as it clears our system.

  Customer Answer

  Date: 06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  There has been no communication between myself or pilot.  Nor has there been any kind of agreement on anything...
  
  Regards,
  
  *************************

  Business Response

  Date: 06/27/2023

  This claim is currently in subrogation. The claimant will receive compensation once subrogation is completed and the claim clears our system.

  Customer Answer

  Date: 07/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I'm honestly over it and don't care enough... just want this done and over with. How long does subrogation take and the claim to leave the system?
  
  Regards,
  
  *************************
  
  

  Customer Answer

  Date: 08/16/2023

  It's been over a month and have not heard back from these guys. No communication whatsoever... still no refund.... just curious to see what's going on????

  Business Response

  Date: 08/25/2023

  Pilot sincerely apologizes for the conduct of the delivery agent we used for this delivery.
  Researching the issue, Pilot terminated our business relationship with the agent because of this event. This information was passed on to ******. A new base was delivered on 6/26/23. We are not aware of any claim for compensation.
  Our Senior Customer Service Manager recently reached out to the consignee but has not been able to make contact.
  

• Initial Complaint

  Date:04/05/2023

  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 purchased a refrigerator from ******. They assigned Pilot Last Mile to handle the delivery and installation. The person who installed it did not install it correctly which caused nearly $20,000.00 in water damage that my homeowners insurance is handling. During the installation process, they also damaged the refrigerator unit itself (scratches, dents, etc) and damaged the drywall. I filed a claim with pilot as soon as we found out (February 8th, 2023) and to date, we have had absolutely no resolution for the damage. I have sent all requested documents and photos to the adjuster ****************** and have not received any sort of response. My homeowners insurance is handling the damages caused by the water leak so I am simply looking for compensation for the damage to the refrigerator and the cost to repair the damaged drywall. Claim #: ***-********-****-**********

  Business Response

  Date: 04/13/2023

  Pilot Freight Services sincerely apologizes for the damage caused at the time of delivery. Delivery Team Claims has been in contact with the claimant. The damage claim is currently going through subrogation and investigation by the insurance company. The subrogation must be completed before a check can be issued.

  Customer Answer

  Date: 04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The damage to the refrigerator itself is not being covered under my homeowners claim for the water damage. It has nothing to do with the claim, therefore subrogation does not apply. 

  Regards,
  
  *********************************

  Business Response

  Date: 06/09/2023

  Per the claims manager, this claim is still in subrogation. The claimant will receive the agreed compensation when subrogation is cleared.

• Initial Complaint

  Date:04/04/2023

  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.

  On the date of 03/21/2023 I placed an order with *******.com. On 03/22/2023 I received an email from ******* claiming that my order had been shipped using Pilot Freight Services and the item show that the item had been picked up by Pilot. I continued to check my email and the package according to the system had not moved in since 03/23/2023. I continued to call Pilot and they have not been able to give me an update as to the location of my package.This was an item offered by ******* in a very limited capacity and ******* has since sold out of the item. The item that I ordered is a minimum of $1500 cheaper than I have seen it for sale anywhere else. The item in question is a stair master cardio machine and this item is usually at least $5000 and I was able to get through ******* for $1500. If Pilot has indeed lost my order they are costing me a lot of money and this is unacceptable. Every time I call Pilot they just give me the run around. They have said several times that they would try and locate the item and give me a call in two days and I have yet to receive a call from anyone. I have asked the representative on several occasions to speak with a supervisor and they always claim that a supervisor is not available to speak with. Help with your his issue would be greatly appreciated.My pilot tracking number is *********.

  Business Response

  Date: 04/13/2023

  Pilot Freight Services apologizes to the consignee for the delay regarding this delivery. The shipment was loaded on the wrong carrier at our origin station. A system wide notice was sent to all our locations to check their warehouses when the shipment was determined to be missing and it took a few days to collect all the responses. The shipment was located at our facility in Chicago and it took another few days to get it forwarded to the destination station. This shipment was delivered to the consignee on 4/12/23.

• Initial Complaint

  Date:01/08/2023

  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.

  Purchased a refrigerator through ******** Freight, which PILOT rescheduled delivery for on several occasions. When finally delivered, the delivery men refused to use a larger door to my kitchen and insisted on going through a small door. Eventually they agreed the door was too narrow and went through the other side, but by then the fridge's handles were dented and scratched, the fridge door, scuffed, the door frame, scraped and the hardwood floors, scratched. I have placed a claim with both AF and PILOT, who keeps saying they are "investigating" and provide no resolution. I purchase the Fridge in October, 2022, it is now January 7th, 2023.

  Business Response

  Date: 01/12/2023

  Our Claims Department followed up with our insurance to determine the status of the claim. An adjuster from the insurance company had attempted contact with the claimant but no response has been received. Our Claims Department confirmed with the insurance company that their contact information matches that which was provided to us.

  Customer Answer

  Date: 01/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I wish the lies were not necessary.  After assigned, the adjustor reached me on first attempt, came over and we are now waiting on company's resolution.  Thank you.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 03/15/2023

  We reported on the status of the claim with the information provided by the insurance company.

  Customer Answer

  Date: 03/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/22/2022

  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.

  On November 12, 2021 I purchased a washer from ******.On September 15, 2022 I purchased a dryer from ******. This dryer was delivered on September 15, 2022.When installing the dryer the delivery driver jumped on top of my washer. The driver put a dent in the top part of my washer. He also broke the lid to where it is now nearly falling off. Afterwards, the drain pipe banged against the wall. The washer now does not work at all as it is stuck in spin after 4 uses. I filed a claim with the delivery insurance. On 9/15 the manager at ****** said it only takes a couple days for the insurance company to call me back to get this resolved. It has now been 4 business days with no communication. I have called several times and it says I am first in line then asks me to leave a message. If I was not completely out of a washer I would not be pursuing this so hard but the delivery driver was negligent and I expect this to be resolved immediately.

  Business Response

  Date: 09/30/2022

  Pilot Freight Services apologizes to the consignee for any damage to the product that occurred while it was under our care. Claims for damage are resolved between Pilot and the billable party for the contracted service. The vendor is the billable party and Pilot resolved the claim with them. Our local representative reached out to the consignee and the consignee stated that the vendor replaced the damaged appliance and that Pilot could do nothing more for her.

• Initial Complaint

  Date:09/02/2022

  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.

  I've contacted my mechanic who I requested for my transmission $635.00 to be delivery too at **** **** ****** There is no ***** at the parts department nor do I have a printed proof of delivery at the drop off. I spoke to the seller ****** @********** he said that he shipped it off with pilot via the instruction given from ****** **** **** *****. He also mentioned that he is still being charged by Pilot for the transmission. I spoke with ************ Customer Care Representative P. ******************** at ************* who was also working on this he contacted pilot warehouse got a copy of drop off with name of ***** but still no first name. Talked to **** ********** with ****** **** **** ***** who referred me to contact the warehouse. ***** with ********** Auto Toll-Free Number is ************** was the one who took the order Your Order ID : ****** his email **************************************. *************** ************ **********************************, ***************** ************ ************************************, ***************************** ************ ************************************************. ***************************** ************ agent said WE ARE TRYING TO CALL YOU BUT YOU ARE NOT RESPONDING. WE HAVE AN UPDATE REGARDING THE SHIPMENT. GIVE US A CALL BACK ASAP. I never got a call and when I called her the only thing I got was it was said to be delivered. This transmission was stolen by Pilot driver or pilot Miami warehouse. **** was the 3rd party buyer ****************************** talked to him no clue on delivery status. Referred us to Warehouse ********** ******. ****** said he does all the shipping but didn't ship out this item he's not sure why or what happened but will be looking for missing part. Instead of ****** @********** using ****** **** **** ***** warehouse ************* he shipped it off with pilot freight without ************* full knowledge until after the shipment was made. There was a issue with getting the tracking number so we can track shipment with pilot. The claims denied.

  Business Response

  Date: 09/16/2022

  This case was referred to our Claims Department for their review. The claim for loss was denied as there is a signed Proof of Delivery for this shipment. Following up with the destination station, they confirmed that the product was delivered to the receiving area of the consignee's address listed.

  Customer Answer

  Date: 10/07/2022

   My Client has advised me that the drop off location informed him they don't have anyone Part or Employee by the name of ***** in the Parts Receiving Department for the Co signee Address (**** ******** . Which the consignee is supposed to be Dwayne Parchment, Not Unknown First Name Last *****. The Drop off location cant provide a physical copy of the delivery receipt, Nor the missing Transmission which can only be move via a forklift or 4 very strong men. We believe that the driver may have returned the Transmission back to the pilot shipping port. We were advised by a Sales auto agent that the transmission did get to the drop off location but was refused due to being delivered to the wrong "Person" who's name never made it to the paper work (*** ***). The original transmission owner didn't communicate with freight Wearhouse due to wanting to take a less expensive route, and ship through a different 3rd part. He also advised me that pilot is still billing him for shipping the part with them. From the beginning the communication between so many 3rd party vendor was very overwhelming and something we had not expected to encounter ordering with Sales Parts Auto, and working with Pilot and Freight warehouse. They provide False Dates and Time, no one could get the information correct for the delivery no matter how many times we said, Please make sure it gets delivered to the mechanic Name *** ***, Also asked to put his name and number as the co signer. Some how even after several agent with Pilot confirmed they will update the request *** ***'s name never made it on the delivery. The number on the Delivery Slip for consignee is unknown. At this point we are still out of almost $700, and if we cant get my money back or this resolved we are going to court. *** ********* did everything he was told to do waited patiently for over close to 3 months and still no resolution. Someone is not telling the truth and Pilot needs to contact the driver and run a background check on him see what he did with *** ********* delivery. That's the only resolution contact pilot delivery driver to check the records if this had been returned to the shipping port or just dropped off to a random pedestrian. If that be the case that diver should be terminate immediately for not doing his job according to the documents given. ** ********* number had been used to get updates constantly by agents calling so for his number to be wrong on the delivery slip is unacceptable. He was waiting months hopping to expect the call when his transmission had arrived to the drop off that wy him and the mechanic who's name should have been on the slip as well can get the transmission. *** ********* inquired over $300 additional to buying the transmission in storage fees to store the vehicle at the drop location the the months he had been waiting. on top of all the stress and lies this business needs to review there loyalty to their customers. With out customers or clients there will be no business, we will take this matter to who ever we need to till we get compensated for *** ********* time and Energy to try and get a Transmission n delivered with Pilot Freight.
  
  Thank you for you time.
  

  
  

  Business Response

  Date: 10/11/2022

  Pilot resolves all claims with the billable party of the shipment - in this case *************. The consignee will have to pursue his claim with *************.

  Pilot confirmed, again, with the delivery driver that the shipment was delivered to the destination **** **** ***** ********** and have a signed Proof of Delivery.

• Initial Complaint

  Date:08/25/2022

  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.

  Ordered a bedroom suite from **** and received notification of delivery on 8/24/22. It supposed to be brought into the house. The truck showed up and the driver walked around his truck saying he didn't have the furniture on the truck and would deliver it tomorrow. I tracked the package and it said delivered. Waited the next day, no show. Called **** and they said I signed for the furniture and it was delivered. I called Pilot Air Freight and they could not locate my invoice, or tracking number provided by ****. So basically the truck driver/Pilot stole my furniture and scrubbed the evidence of the order. **** wanted to send me another delivery, I refused to work Pilot.

  Business Response

  Date: 09/02/2022

  Pilot Freight Services apologizes for the delay in effecting the delivery. The investigation by our destination station determined: In regards to this order it does look like it had a scheduled delivery on 08-24-2022, and the order was not located at time of delivery, Order was located and rescheduled for 08-25-2022 and *** shows being delivered to the customer inside his home.