Customer ReviewsforAires

Working with Aires has been a nightmare. I was forced to utilize their service as they are contracted through my employer. The policy consultant who is/was responsible for my account is TERRIBLE at communicating. The baseline of her job is to communicate with her clients, and ensure a smooth transition. Aires claim to be world class in providing service, however I disagree as simple things such as communicating with their clients seem to be a difficult task for their staff. The mobility rep, ****, that I worked with was wonderful, and she was very helpful. Even went out of her way at times, however I'm unable to understand how the Policy consultant represents them in such opposite manner. Emails returned 4-5 days later, and phone calls were never returned. If she did return my call no messages were left to convey her intent, or that it was even her. This is a poor way of doing business, and I am not inclined to recommend Aires. I submitted documents to them MULTIPLE times, but somehow they kept getting "misplaced" by the policy consultant, and I will receive emails a week later asking for the same documentation I submitted the prior week. In my honest and humble opinion business correspondence should be followed through within 24-48 hours especially when we are dealing with financial matters. I've heard/read many complaints about the same issues from other Aires clients on other boards, but I refused to believe an organization could operate under those circumstances. I was wrong, and absolutely regret my relocation due to what has occurred over the past couple of months.

Thank you for bringing these concerns to our attention so that we may improve our services. Please accept our apology for the communication gap while your Policy Consultant was not available. Proper back up and support has been installed and we have used your feedback to implement improvements to our service communication.Aires provides relocation benefits to the customers employer. As their relocation partner, the customer is initiated into our services and we proceed to counsel them throughout their relocation on their benefits. The customer receives a consultation call, a written copy of the relocation benefits authorized by their employer, and a follow up email after the consultation call. Here is the timeline of documented events that led up to the customers BBB review:6/21/23 Aires Policy Consultant reached out made our Initial consultation with the customer 6/22: ********************** missed a call from the customer. ********************** should have called back the same day, but did resolve transferees question by email over the weekend (6/25)6/26: Email from the customer about booking house-hunting trip through Concur .6/26: Aires Policy Consultant replied to the customer with necessary information which customer thanked for the clarification 6/28: Aires missed a call from the customer 6/28: The customer emailed ********************** following up on the missed call with a question 6/28: Aires replied to the email from the customer 7/9: (Sunday) ********************** received an email from the customer requesting a call to discuss submitting the receipts for the house hunting trip. Our offices are not open on Sundays, and the Aires Policy Consultant followed up with the customer on Monday.7/10: On Monday, ********************** replied to the customer, offering available call times to connect with the customer and also provided the (Renter expense matrix) document with answers to customers questions 7/11: The customer emailed ********************** to cancel the need for a scheduled call, stating the document received answered the questions.7/16: The customer submitted their expense form to ********************** 7/************************* Expense Auditor advised the Policy Consultant that additional documentation was needed to process expense in accordance with the customers employers relocation policy terms 7/28: The Policy Consultant emailed the customer that additional documentation was needed. The Policy Consultant should have been faster on relaying this request to the customer. Too much time passed. 7/28: The customer emailed ********************** the requested documents.8/6: The Policy Consultant emailed the documents to the expense auditor on 7/28 that was originally requested on 7/20. Expense auditor notified Counselor on 8/7 that documentation provided was not correct. This should have been a much faster turnaround from the Policy Consultant.8/8: Aires emailed the customer to advise the document was not sufficient per their employers requirements and requested the correct documentation 8/8: The customer emailed one of the 2 documents needed 8/15 The customer submitted a new expense report for additional items 8/17: Aires followed up with customer to advise another document was still needed, referring to the original request on 7/28 8/17: Aires missed a call from the customer (Thursday) this message was not returned timely by Aires 8/21: The customer provided the remaining documentation needed and Aires spoke with customer to confirm that the documents provided were acceptable.8/30 Aires advised the transferee that we are unable to process the additional expenses due to limitations of the policy benefits and total costs put in place by their employer. The Policy Consultant in this case was not as responsive as Aires expects their team to be. Aires Policy Consultant failed to provide the additional contact information for others at Aires that can assist customers when the assigned Policy Consultant is not available. This has been corrected by including additional levels of contact information in our email signatures and we also by provide each customer with a contact sheet. Additional internal training has been performed to address this customers concerns.Thank you for the opportunity to improve our communication.

Scummy company with very shady tactics! Tried to toss pregnant wife and I out of hotel early! They also charge everything from MY relocation onto THEIR Amex card to pocket free points! Had a considerable relocation. When I asked for a quote to move furniture across the same state they quoted the entire relocation! I could have bought a truck and moved it myself for the cost. When I asked for an itemized quote it had ridiculous fake numbers like $600 to take apart a bed, etc. They communicate everything at the last possible second to limit your ability to retaliate. They tried to burn my entire relo on a room for some absurd daily rate. If I hadn't taken control I'd be on the street! I'm fighting them as we speak because guess what. With ZERO notice they want to kick me out of my hotel room despite quoting me 4 weeks more time! By far the scummiest and most reprehensible middleman company. I will look into their points scheme as well! That's MY relocation if anyone is making points off this, considering their terrible actions, it's going to be me. Stay tuned for more because we're just getting started.

Thank you for the opportunity to address this customer's review.We do not agree with the characterization that Aires tried to toss to toss pregnant wife and I out of hotel early! Aires simply worked within the budget allotted for his relocation by his employer. Aires was able to have the hotel direct billed to Aires, like we do with our temporary housing partners, and Airess credit card was not used.Though the customer's employer controls the financial relocation budget and allowance, the customer was upset with his employer provided cap and simply did not have enough funds to cover his temporary housing for 90 days and the full-service household goods move. Aires does not control the employer-directed cap. The customer was under the impression that ********************** did not have his best interest as the quotes for his household goods and vehicles were more than he expected. Again, he did not have enough in company provided funds to cover his wishes.It was explained to him that a quote for a full-service move is going to be a more expensive option. A full-service move provides the customer with a corporate moving company and includes Aires as an advocate in the event that something goes wrong. Even with that explanation, he felt our prices were too high for him.In addition to the above, Aires also provided the customer with the option of doing a self-move and how that would work and apply to his funds.We believe that we did all we could in good faith to help this customer utilize his ********************** benefits while staying within his employer-directed budget.

Aires is Terrible. They do not provide an guidance on how to submit expense reports. I was told over the phone that I would be granted 5000 without receipts, and gas/uhaul would be refunded to me. I never was informed that I needed to fill out a miscellaneous request of 5000. I submitted the forms of uhaul and gas. I emailed them two weeks later and asked for the 5000. They would never have given it to me if I never asked about it. I was told the u-haul would be miscellaneous, and yet they deducted it from my 5000. It was told to me that u-haul and gas are separate over the phone. The employees are lazy and do not do their work properly. They can easily edit it, and do not need to say one thing and act on another statement. Unfortunately, with the move, I lost two gasoline receipts. However, I have proof of purchasing gas through a card statement that specifically states the gas company with the cost and the matching move date. They did not accept it because it isn't a receipt, although it is proof of providing the expense. With my other employments, they would accept it with those three conditions. I will make a complaint with my company about Aires not wanting to disburse money and lack of providing information.

Thank you for the opportunity to address the customer's concerns. Here is a timeline recap retrieved from our computer system:The Aires Policy and Property Consultant held the initial call with the customer on 6/29 and went over the expense process for reimbursements including how to submit for her Miscellaneous Allowance. We also discussed on the call that my Introduction email has a Policy Matrix attachment that condenses the Policy information in an easy read format. This Matrix documents references how to submit for the Allowance as seen below:Miscellaneous Allowance To be processed this must be submitted through MobilityX, through the expense tab, following the below instructions: Click on the add expense button that youll see floating in the lower right corner of the screen Indicate your Receipt Currency (currency the expense was incurred in) and Reimbursement Account (where payment should be sent). Click Continue Name the form Miscellaneous Allowance Check the box Check here to mail receipts instead of uploading them Select Miscellaneous Relocation Allowance as the expense type Enter the amount you wish to claim and click Continue to itemization Click Review & submit expense form Click Submit and *************** on the pop up to submit to Aires On 7/11 The customer submitted an expense report for her **Haul truck reimbursement however she submitted for this under the Miscellaneous Allowance category. She was reimbursed $277.02 however, it should have been coded under the Household Goods Shipment category. We had her resubmit the $277.02 through the Aires website under the Household Goods Shipment once she alerted us that she only received $4722.98 of her $5000 Miscellaneous Allowance.On 7/21 The customer submitted for her $5000 Miscellaneous Allowance but was only reimbursed $4722.98 because the remaining $277.02 (**Haul) was already coded incorrectly under the Miscellaneous Allowance.On 8/9 I informed the customer that she incorrectly submitted for her **Haul expenses of $277.02 under the Miscellaneous Allowance and asked her to resubmit for the expense through the Aires website under the Household Goods Shipment category.On 8/13 she did resubmit for her **Haul expense however there was a delay to get her reimbursed. Since the **Haul was picked up and dropped off at a location between origin and destination, I was required to send an Exception request to her employer for their approval.Once this Exception was approved by her employer, the customer was paid the additional $227.02 for her **Haul. In reference to the gas receipts, Aires Auditors review and approve documentation based on her employers Relocation Policy guidelines which states gas receipts are required for reimbursement. This is also reference in the Policy Matrix that was supplied in my Introduction Email.Reimbursement was provided within her employers guidelines.

AFrom the beginning, communication with not 1, not 2, but 3 different reps has been horrific. We have received incorrect information, had reps take DAYS to respond to voicemails, emails all of it. Im not going to get into the entire month of absolute shenanigans weve had to deal with with Aires. Its annoying, frustrating, and horrible. But we dealt with it because we figured the move would go better. Boy were we wrong. Not only were we never given the name of our movers, or the company, even though we asked multiple times. We couldnt even get ahold of our rep Monday 4/18 (the day BEFORE movers got here) we had ZERO direction on what we needed to do to prepare even though we had been asking since the prior week for that information. We emailed and called our rep to not avail. Our movers showed up this morning, packed the house and left. They were great. No complaints there. The truck is to be loaded tomorrow. 4/20. 4/19 at 21:30 we received an email from our rep stating storage is going to cost an additional 5k (a bit less but you get the picture) since we cant move into our house until 5/4. We asked for that quote WEEKS ago so we could plan our 28k relo allowance out at minimal cost to us. We asked for an accurate quote on our move and didnt get that quote until this morning. 4/19.Had the communication been there, the scheduling done correctly, and accurate quotes provided to us BEFORE moving day we would have done things differently. How is it okay to give people a 5k additional moving quote the day of moving? We literally have zero choice now but to pay it. We have to have storage. We cant move into our house! We literally scheduled my husbands start date, our closing date, and our move date around Aires and had they communicated from the start this would have never happened. We would have scheduled the move differently. So my advice? DO NOT USE AIRES. EVER. RUN AWAY. FAST. They dont care about people. Horrible company.

Dear ***, We do not agree with the characterization that Aires tried to toss to toss pregnant wife and I out of hotel early! Aires simply worked within the budget allotted for his relocation by his employer. Aires was able to have the hotel direct billed to Aires, like we do with our temporary housing partners, and Airess credit card was not used.Customer was upset with his employer provided cap and simply did not have enough funds to cover his temporary housing for 90 days and the full-service household goods move.Customer was under the impression that ********************** did not have his best interest as the quotes for his household goods and vehicles were more than he expected. Again, he did not have enough in company provided funds to cover his needs.It was explained to him that a quote for a full-service move is going to be a more expensive option. A full-service move provides the customer with a corporate moving company and includes Aires as an advocate in the event that something goes wrong. Even with that explanation, he felt our prices were too high for him. We also explained that the final weight of the shipment would determine the final pricing, so that the more he reduced his shipment size, the less the cost.Aires also provided him with the option of doing a self-move, explained the difference in service, and how to apply to his funds while trying to work within the frame of his budget.It seemed that no matter what options we provided, the customer felt that the services we offered did not fit within his budget limitations. We wish you the best in the future.

The employee only advised Aires of needing their goods to go into storage on April 18th, the day prior to packing. Aires provided an updated quote with storage costs, at which point the employee was upset due to the additional cost being charged towards their cap. Its always difficult to advise a family of additional costs even when they changed their own circumstances. In order to help offset the cost and reduce the employees stress, Aires worked with the vanline to avoid/reduce storage costs and therefore avoid any additional impact to the employees cap.Ultimately, the employee was then appreciative of Airess assistance and provided positive feedback about Aires management on the post relocation survey Once the ** of Aires got involved, everything ran smoothly and as it should. Shout out to her and *****! Both were fantastic. But we never should have to gotten to that point..We apologize for the inconvenience but are glad that we were able to work it out together.