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:03/24/2025

  Type:Order 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.

  paid haul bike ****** (P281845) on 2 13 25 to pick a bike up for me in ********* and deliver to *********,they said it would be a couple weeks,today is 3 24 25 and I still don't have my bike,they only comunicate with u if u keep calling and asking questions,very unprofessional

  

  Business Response

  Date: 03/27/2025

  The original estimate provided to the customer upon booking has an estimated delivery date before or around 4/1/2025. Order is estimated to arrive 4/3 - 4/5 for delivery, only a few days past the original estimate, due a slight mechanical delay. I have attached the original order confirmation from when the order was placed.

• Initial Complaint

  Date:03/07/2025

  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.

  1/3/25 I bought an e-motorcycle through Road ************* and we then contracted with Haul Bikes to deliver the bike to *******, **. I paid $650.1/8/25 Haul Bikes picked up the motorcycle from Road ************* 1/31/25 Haul Bikes shipped it from their *********, ********************** 2/10/25 Haul Bikes gave delivery date of 2/21/25 - 2/24/25 2/24/25 Haul Bikes gave revised delivery date 3/5/25 - 3/10/25 2/27/25 Haul Bikes gave revised delivery date 3/8/25 - 3/10/25 3/3/25 Haul Bikes gave revised delivery date 3/12/25 - 3/14/25 This is completely unacceptable! I'm ok with two or even three revised delivery dates, but they need to actually deliver the bike!!!

  

  Business Response

  Date: 03/18/2025

  This unit was delivered on 3/11/2025. 

• Initial Complaint

  Date:02/01/2025

  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.

  The motorcycle was promised to be delivered in 2-3 weeks the dealership scheduled pickup and delivery with this company. The bike sat at the dealership for over a month with no word from the company. The motorcycle has now been sitting in ******** in one of the warehouses for a month with no expected delivery date. It keeps getting delayed.

  Customer Answer

  Date: 02/19/2025

  Hello I filed this complaint at the beginning of February and would like to change it to get a refund of $750 please. Is that possible?

  The motorcycle is damaged leaking coolant everywhere and was in pristine condition at the dealership. Thank you 

  

  Business Response

  Date: 02/21/2025

  We have been in contact with this customer throughout the entire process from pick up to delivery and continue to do so today working through potential damage.
  
  We acknowledge being late but also make it very clear in our contract that pick-up and delivery times are estimated not actual. Although we strive to be on time all the time unfortunately it does not always happen.
  
  We cannot finalize this transaction at this point because the said damage has not even been outlined with an estimate for repair. We are still waiting for the estimate to be able to proceed. We will absolutely get this issue resolved but until all information has been provided, we cannot close out this transaction.We will be more than happy to follow up again with the BBB once we can make a determination of said damage. Please let us know if there is anything further at this time.

• Initial Complaint

  Date:01/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid Haul bikes on 12/12/2024 to transport my bike from ** to **. they just keep emailing me excuses as to why they have sent my bike. The lastest one sent today"Hello,I just wanted to update you on the status of your shipment. Your bike is safe at our **********************. At this time our logistics team will be looking at routing options for the fastest shipping. As soon as I have more information regarding your bike, I will notify you. Thank you. ****** ******* (Andie)************************************************************************* ******************** Office hours: M-F 8:30am-5pm CST then a second one today Hello,I do apologize for the delays we have been facing with your shipment. I did check with the logistics team regarding anticipated delivery information on this shipment and I have been informed that this just unloaded at the ********************* today and they will get this on the next truck going to the West coast with anticipated arrival to the Vegas terminal 2/5-2/7. They advised that they will also look into possible delivery in route to the Vegas terminal for potential delivery to you around 2/7-2/9. They will continue to look into any alternate options to get this delivered as quickly as *********** I see any progress on your shipment, I will most certainly send out an update right away. Thank you ****** ******* (Andie)************************************************************************* ******************** this unacceptable

  

  Business Response

  Date: 01/22/2025

  Customer was offered a full refund for this order, due to delays that have occurred in shipping this unit. We have been in contact with the Dealership that placed the order. We have also maintained communication with the customer regarding the delays in shipping. 

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]I could care less about a refund I want the bike delivered asap. their continued excuses as to why the bike hasn't been delivered is unacceptable. They said 4 to 6 weeks and that was the terms that I bought the bike under, now because they don't want to send it out here like they said they would ,their saying another 3 to 5 weeks. This company sayts they have 50 truck to deliver nation wide so why can't they get my bike to me. I'm 75 yrs old with a terminal disease and bought this bike hoping to ride one more time before my time is up . Its not looking good with all these delays.
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 01/23/2025

  We will get this unit on the next available driver. Driver will load in ** on 1/29/2025 and will deliver to AZ  2/2/2025 - 2/4/2025. This is the absolute best we can do. We do sincerely apologize for the inconvenience. 

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  No I'm not happy with their response. I could drive to PA pick up my bike and be back in AZ in 6 days. You mean to tell me a company with so called 50 trucks on the road cant get my bike here inn less then 15 days. That's ridiculous . But what choice do I have , they have my bike and really aren't trying to get my bike out here any quicker then what they already said. Bike was suppose to be delivered by 1-20-2024 now its going to be almost 3 weeks past that ********* I said they have my bike and they can do what ever they want. I have no choice but to sit here and wait.

   
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:09/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a motorcycle from a dealership on 7/26/24. This bike is/will be a primary means of transportation.I hired Haul Bikes (HB) & signed their agreement on 8/2, to ship my bike from **********************, to Phx, **. # P272639 for $532.Haul Bikes website claims their service as 'Direct Haul', 'Saves Time', 'Removes the Hassle' and 'Makes it easy' to get my bike from another state to me after purchase.Those statements couldn't be more opposite of the service and experience I received working them. The process is not direct, not easy, and not hassle free.After taking my $ and having me sign a contract to cover themselves, they promptly ignored me and took their time doing their job. W/ No communication.Their website mentions 'The Pickup' and 'The Delivery' being a seamless process that's short & doesn't involve much. That's FALSE!Haul Bikes doesn't direct ship. They pick up motorcycles, drive them around with other bikes , and when convenient, take it to a shipping hub where the bikes sit, until HB decides to pick up, and deliver the bike to their victims. My bike was picked up from the dealership on 8/16 (2 weeks after signing) and wasn't scheduled for delivery (to their warehouse) until I reached out about it. On 8/16, I emailed HB to inquire about delivery. I was informed they would ship the bike to their warehouse then delivery to me would take place 'before or around 9/2.'The bike was acquired by ** at the dealership on 8/16 and shuttled around on a semi for 2.5 weeks until 9/2, where it was parked at their warehouse.On 9/3, the bike was still undelivered. I called to get info and was told it had just arrived at their ******************* and it hasn't been scheduled for delivery to me. 45 days after purchase, payment is due & I've been told it's just sitting with no date scheduled for delivery. THIS IS UNACCEPTABLE and TERRIBLE CUSTOMER SERVICE.I spoke with, Andie via email (8/16), and **** (9/3) on the phone. I requested ***** ******* to call me back.

  

  Business Response

  Date: 09/20/2024

  We do apologize that your delivery was outside of the estimated window originally given, however, it states in our quote and contract that all of our dates are estimates. The unit was picked up within the estimated window given and due to unexpected circumstances, that are beyond our control the actual delivery date was outside of the estimated date provided. Nowhere on our website does it state that we are a direct ship company. However, we do offer door to door service that is in reference to our drivers being able to pick up and deliver units from door to door without using a third-party service to assist in the transportation. I have attached multiple items for review, that indicate we do not guarantee specific dates as all of our dates are estimates and the signed contract stating this as well. As far as communication, after review, it appears that our service *** was in constant communication until the customer had the unit picked up from our warehouse in ********** 

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HaulBikes was contracted to ship my bike and they damaged it during shipping. Haulbikes admitted fault and gave me the claim instructions. They had me get two quotes from two shops. Everything seems fairly reasonable, so far. The SHAMEFUL part that consumers should be aware of: They automatically take $500 out of the driver's pay check and have fine print in the customer contract that they have a $500 deductible for claims OUTSIDE of any fault of the customer....what??? My claim was $900 and after weeks they wrote me a check for $450. They literally PROFITED off of the damage they caused. Their damage COST me $450 and probably 8-9 hours of work and admin dealing with the shops etc. This is unacceptable business practice.

  

  Business Response

  Date: 08/19/2024

  Customer was provided the option prior to booking to select a "No Deductible Option" for an additional $50, essentially eliminating the $500 deductible if something were to happen to the unit while in transit. On page 6 of the contract attached, the customer selected liability for the first $500 to repair the unit, we mailed him a check for the remaining cost of the repair. 

  Drivers are aware when they get hired that if they damage a unit, they are liable to pay for some to all of the repairs to that unit. 

  
  

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The option to pay the $50 additional fee to remove the deductible if the accident is of no fault to me is deceptive business practice, and it is not communicated appropriately to the customer. Your business is at sufficient scale that its insurance should cover damages caused by the company.  Passing on HaulBikes deductible to your customer (when they had no participation or liability in the accident) is 1) not standard and 2) genuinely a terrible customer experience. 
  
  Regards,
  
  *****************

  

  Business Response

  Date: 08/20/2024

  I do apologize you feel this way, however, as a business we have a standard guideline that we follow for all customers. All customers are provided the same contract and have the option to accept or decline the deductible being presented. The contract clearly states that you must read and agree to the terms stated as a condition to ship your unit. You signed every aspect of this agreement and while I understand you may be frustrated with the situation that is something that was clearly presented at the time of booking. If you have any additional concerns we are more than willing to address them, but at this time we have honored what was agreed upon.

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complaint as a 2nd time customer. I initiated a trike mcy pickup on 3/27/2024 in **** to be delivered to CO. Cost $892. Assigned #P265345. Pickup included ************* My trike went to ** and then retransported to *** where it again was moved awaiting another transport to CO. I received it on 5/18/2024. I showed the driver a sizeable and noticeable chip to left rear fender & scratch to front of same fender. I reported & opened a claim remitting 2 estimates. I was told my claim with pics was denied. I requested the pickup pics and received both still ************* I was unaware from seller regarding the front scratch. However the pickup pics/video Do Not show any chip to fender as delivered. ****** has a paint match touch-up kit for $50 + tax. Haulbikes is ignoring my calls and correspondence (to *********************) for reimbursement of the minimum (no labor) touch-up materials cost. After reviewing complaints I seem to not be alone. Perhaps BBB can get them to be a responsible business so other potential customers will not get duped and discarded.

  

  Business Response

  Date: 07/11/2024

  This claim is currently under review by the claims department. The customer has submitted all required documentation, and no further action is needed from the customer at this time. As soon as the review is completed a representative will contact the customer with a final determination. 

• Initial Complaint

  Date:03/20/2024

  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.

  Business has not met there contractual agreement. Time-frame was day of pick-up (30 days ago) until March 20th to deliver my motorcycle. I paid, in full, up front and I have not received my motorcycle, nor have I received any estimated time of arrival. No one has kept me up to date in the 30 days, I have always been the one to reach out to haulbikes for updates. This company was recommended to me by the seller from ***** but I regret his recommendation to use this company to deliver my motorcycle. Completely unacceptable! Haul-Bikes either gives me a full refund and allows me to find a transporter to pick up my bike from their warehouse, or give me an absolute day of arrival. If I don't hear back from Haul-Bikes I will consider my motorcycle STOLEN! I will then take appropriate action with local authorities to file my claim of a stolen motorcycle that was supposed to be delivered from ********* to **********, but was never delivered. Once again, not once has haul-bikes kept me up to date in the past 30 days.Thank you.*************************

  

  Business Response

  Date: 03/21/2024

  The customer has already provided his contract which states are dates are estimated and not guaranteed. Attached is proof the customer has at minimum, had email correspondence with our service department regarding his shipment. Until the bike is scheduled on a route, unfortunately we do not have concrete dates to give. 

   

  Customer Answer

  Date: 03/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It was only when I initiated communication is when I received a response, otherwise, no one has voluntarily reached out to me.
  Regards,
  
  *************************

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contract Haulbikes to transport a newly purchased motorcycle from *******, ** to *********, ** and was quoted a 6-8 week timeframe. Approximately three weeks ago I inquired about the delivery date as I travel for work and was told March *****. As these dates approached I was never contacted by Haulbikes to schedule a delivery so I reached out to their customer service department. They could not give me a concrete dates but said they would try for the originally quoted time frame. I hadnt heard anything further so reached back out and am now being told 4/2-4/5. At this point I have very little confidence it will be delivered during that time frame. Having known this, I would have never used Haulbikes to transport my motorcycle.

  

  Business Response

  Date: 03/18/2024

  I would like to start out by noting that Mr. ********************* is not our paying customer. **************************** is. This customers unit was scheduled to deliver, and he added unavailability dates between 03/17/2024 through 03/25/2024 which took away when we planned to deliver the unit. Our dates are presented as estimates, not guaranteed. This consignee's bike is located in *********** warehouse in place to deliver, and has been given the estimated dates of 04/03-05 which is only currently 2-3 days outside of the estimated date if 03/02/2024.

• Initial Complaint

  Date:03/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a contract for delivery of a motorcycle on 1/8/24 and as of 3/11/24 I still have not received delivery of my motorcycle. Typical delivery takes ***** days according to *************************** has already been 2x that long with no delivery date provided, just nothing but excuses when I reach out for information. Beyond disappointed in this service!

  

  Business Response

  Date: 03/13/2024

  The timeframes we provide are estimates. We do not guarantee delivery dates per our contractual agreement. There has been consistent communication throughout the process with ****************, and we fully intend on continuing to do so. We recognize even though our dates are estimated, this has taken a considerable amount of time. There has already been discussions to compensate **************** once the bike delivers. I will follow up with our Dispatch team today, along with the owner of HaulBikes to get a clearer picture on what delivery looks like. I do sincerely apologize for how much time this has taken, and fully intend on rectifying the issue internally to find **************** some resolve.