ComplaintsforPilot Air Freight, Inc.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  01/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/15/2023

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

  Customer response

  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

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a pool table on 11/26/2021 from *****. Pilot was the assigned shipment provider. When ordered, the shipment was to arrive by 12/13. It was a Christmas gift for our children. On 12/13 the shipment was shown as still being in Eden Prairie, MN. I sent a request for information through the link provided on the shipping tracker page. I was contacted by Terrill M***** (*******@pilotdelivers.com - Terrill M***** / Operations - o: ###-###-#### / f: ###-###-#### 9221 Globe Center Driver / Ste 120 / Morrisville, N.C. 27560 *******@pilotdelivers.com / *** ******* Who wrote: Aubrey, I do apologize for the delay. Unfortunately, we are experiencing higher than normal volumes of freight. Once your shipment arrives into our Greensboro agents warehouse, we will contact you to schedule delivery. Thank you, Many items were delayed in shipping prior to Christmas 2021, so we waited and told our children their gift would arrive late. On January 12th, 2022 I got an email from ***** that my item had been delivered, however the delivery date was listed as 12/7/2021 and the item was never delivered. When I logged into the pilot tracking system it had been changed to reflect an early delivery on 12/7/2021 as well. I emailed Mr. M***** for an explanation, but a response was never sent. We are now fighting with ***** to get our $1,400 back for the item. Both their records and Pilot's show that it was delivered. This is totally fraudulent. The item was not delivered and Pilot falsified the tracking / shipping information. I will be filing a separate complaint with BBB regarding *****.

  Business response

  08/05/2022

  Pilot Freight Services sincerely apologizes to the consignee for what has transpired with this delivery. An investigation into the matter found that the agent used to effect this delivery submitted a verbal proof of delivery but could not provide physical evidence that it was delivered to the consignee. The POD has been corrected in our system as lost. We recommend that the consignee resubmit a claim for replacement or refund with the original vendor.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Pilot has been contracted to pick up an ****** return. I filled out the paperwork 2 times online. The first time I waited a week to hear back and contacted ****** when I didn't hear anything. They contacted Pilot and they said they didn't have anything information on my return pick up. I was asked to again fill out the information. I filled the form online out again and took a screenshot of the Auto response I got back. I waited several days and still no response from Pilot. I contacted ****** again and they said they could not offer any other method to return my purchase. After getting nowhere with ****** i asked for a number to call pilot. When I called pilot, they said they did not have a pickup for the RMA number that was connected to my return/pickup. They then transferred me to ****** where i was met with the same run around as before. They asked me to fill out the paperwork again but i refused because it didn't work the first two times why would it work the 3rd time. The next day I contacted ****** about the return and this time it seems they restarted the return process and gave me a new RMA number for my return and that i would hear from Pilot within the next few days. I still have not heard from pilot via Email or Phone. This return is valued at $904.10; this is not a small amount of money that pilot, and ****** are screwing me out of. The first RMA number was ************ and the second is ************. This was given to me by an ****** support person and I took a screenshot of it. I would really like this return picked up so i can get my money back from ******.

  Business response

  07/26/2022

  The submission for the return shipment was not received into our operations system. Our IT department did not find any problems with the online form when tested. Our customer service successfully entered the pickup request using them same online form (attached). Pilot Freight Services apologizes for the inconvenience the consignee has experienced.

  Business response

  08/30/2022

   Per the agent:
  
  This was attempted 8/12 when it was scheduled but had to be rescheduled for 8/15 because it was assembled. When picked up this was not packaged and was all loose pieces and it took time to package and band to move back to ******.  It is now in transit back to ******.

  Customer response

  08/31/2022

  [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

  03/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 3/17 for a large pool. I was informed by the tracking page that delivery was to be on 3/25 and I did NOT need to schedule a delivery as this was a non-signature required delivery. 3/25 came and went and since then every customer service agent I call tells me something different. I spoke to the rudest “Supervisor” I have ever encountered “Gina” who told me that Pilot's tracking and website is not a verifiable source of information and told me that Pilot does NOT "exceed the needs of their customers" as is stated in their automated system. Their agents have laughed at the situation I’m in as I’m due to leave the state in a week and my delivery will no doubt be sitting at an apartment building while I’m gone. Their agents have refused to assist and have hung up on me. Beyond the awful customer service skills, I still have no expected date of delivery and based on previous complaints I now fear they will lose or abuse my delivery on purpose. These people do not care about customers and I’m sure I’ll have to file a claim for damaged items just based off how many previous similar complaints exist. Aside from hoping this business goes completely under, I want an expected date of delivery and I want an undamaged product or absolutely crystal clear instructions on how to file complaints and claims across all platforms against this fake company.

  Business response

  04/08/2022

  Pilot Freight Services sincerely apologizes for the conduct of our customer service agents. The comments have been forwarded to the manager.

  Our shipment notes show that the consignee had contacted Pilot at 10:21  3/21/22, 09:24 3/25/22, and 10:32 3/28/22 and was advised the freight had not arrived. The freight did arrive at the destination station at 13:24 3/28/22 and was delivered on 3/29/22.

*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. ↩