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:06/23/2025

  Type:Sales and Advertising 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.

  Date of transaction: 6/22/2025 Nature of complaint: communication The agent which was assigned to me assured me repeatedly that a carrier would be available on the exact date above. Despite the date approaching and no carrier had been found, the agent insisted that a carrier would be available. That date is a Sunday. When asked if he would be available that weekend he said he would be. Come Sunday there was no call or communication from the broker despite sending emails, texts, and calling him on both Saturday and Sunday. No one notified me that there would be no carrier on the date the agent had promised. That agent then ignored all communication from me the following day and my case was handed over to a different agent. While I understand the nature of the car transportation business is inherently uncertain, the agent should not have promised specific dates knowing no carrier had been assigned and should have called to let me know that the date he promised would not be possible. The agent failed to respond to email, texts, and phone calls for several days. Instead my case was handed off to a different agent which is inappropriate. Amerifreight should do a better job training their agents on the nature of the business and how to advise and communicate with customers. All other ******************** agents I spoke with were kind and competent so I may have just gotten unlucky with the agent I was paired with.

  

  Business Response

  Date: 06/30/2025

  June 30, 2025

  Mr. ********, 

  Thank you for taking the time to share your experience. Were truly sorry for the stress and inconvenience this situation caused.
  
  After reviewing your order, we agree that the initial expectations set for your transport were not aligned with the realities of our industry. While many factors like season, weather, and carrier availability make it impossible to guarantee exact pickup and delivery dates, this should have been communicated more clearly by your agent. We take full responsibility for that oversight.
  
  Your feedback is being taken seriously. Were addressing it directly with the individual involved and using this as an opportunity to strengthen our teams training to ensure clearer, more realistic communication moving forward.
  
  Were glad to hear that the other AmeriFreight team members you spoke with were kind and helpful. To clarify, your order was never reassigned, it remained with your original agent throughout. However, if an agent is temporarily unavailable due to being out of office, on a later shift, or at lunch, another team member can step in to assist with any immediate needs. This is part of our commitment to ensuring customers always have support when they need it.

  We appreciate your honesty and the chance to improve. Thank you again, and we wish you all the best.

  Should you have any further questions or concerns, please feel free to contact our management team directly at ************** or ************************************************************************.
   
  Regards,
  
  ****** *********
  Quality Assurance Manager

• Initial Complaint

  Date:06/22/2025

  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.

  Traveling home to ******* from *********, tractor trailer number amerifreight *****, truck number ************** US DOT *******, 1FUJHHDR9NLMX25 attempted to run my husband and I off the road on 3 different occasions. Second occasion, slowed beside us to show the finger and mouth f*** you while attempting to pull around us from a slow lane.

  

  Business Response

  Date: 06/23/2025

  Thank you for bringing this matter to our attention. Please be advised that AmeriFreight, Inc. is an auto transport brokerage company. We do not own or operate any trucks or trailers. The truck identified in your complaintmarked with "**************" and the referenced USDOT numberdoes not belong to our company.

  It appears there may be confusion due to a similarity in company names. AmeriFreight, Inc. is not affiliated in any way with AmeriFreight Systems, **************, or any similarly named carrier entity.

  We understand how distressing this incident must have been and appreciate your understanding as we clarify that this matter does not involve our company.

  Regards, 

  ****** *********

  Quality Assurance Manager

• Initial Complaint

  Date:06/19/2025

  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.

  We were originally shipping 2 vehicles in one order ******** but they messed up and only assigned one to carrier. So we had to create another order ******** for the second vehicle. ******** ********** took over, who was very responsive. But we had to pay a higher price.However, what was ridiculous was that, the two orders ended up got assigned to the same carrier, and got shipped on the same day. Then why they could not combine the order like it was supposed to be, and why shall we pay a much higher price for two separate orders and also double the insurance? The carrier itself was wonderful, delivered safe and sound with no issues with the vehicles.

  

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  To Whom It May Concern, 
  
  AmeriFreight appreciates the opportunity to respond to this complaint and clarify the details surrounding the customers shipment. We are pleased to hear that both vehicles were delivered safely and that the assigned carrier met expectations.
  
  We would like to take this opportunity to explain how our pricing and service structure work. Although both vehicles were ultimately picked up by the same carrier on the same day, our broker fee is based on the number of vehicles transported, not on whether those vehicles are included on a single order or multiple orders. As such, the separation into two orders did not result in a higher charge than would have occurred had both vehicles remained on one order.
  
  Additionally, the economy pricing model we offer begins with a competitive market-based quote. Final pricing is determined by the actual offers received from carriers, which are influenced by timing, demand, and route logistics. The customer always maintains full control over whether to accept a carrier offer or to wait for alternate bids that may better align with their budget and timeline preferences.
  
  We would like to clarify that the **** plans purchased by the customer are not insurance policies, but optional gap coverage plans. These plans apply to one vehicle each, so two plans were appropriately required to cover both vehicles, regardless of how the orders were structured.
  
  We understand the customers frustration and are pleased to confirm that a resolution has already been provided. As a gesture of goodwill, AmeriFreight issued a $200 partial refund from our broker fee, which has been processed. We trust this resolves the matter to the customer's satisfaction, and we appreciate the opportunity to provide clarity on this shipment.
  
  Regards,
  
  ****** *********
  Quality Assurance Manager

• Initial Complaint

  Date:06/10/2025

  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.

  I was quoted $475 by AmeriFreight for a June shipment after my original April pickup fell through. That delay was caused entirely by the broker assigned to me, who repeatedly ignored my very simple request for 24 hours notice before pickup. After weeks of having that boundary disrespected, I stopped responding. That pushed my shipment into ******* new pickup was scheduled for June 3, and I made it absolutely clear to the broker that no delays could occur due to storage fees already accruing. I didnt hear a thing until 2 PM on June 4, when I was told the original drivers truck broke down. The broker claimed another carrier had been booked but never mentioned that the price had increased.I found out the new rate was $657 only after receiving the receipt. I immediately called furious and the broker texted:They will get back to me shortly on pricing.I responded:Thank you. I cannot delay the pickup any longer. If they cant change the price, just keep it for tomorrow morning.This was not consent I had no other choice because of their failure to communicate upfront.Then, on June 6 at 8:55 PM, while I was at work, I received texts from two different drivers both trying to pick up the vehicle. AmeriFreight failed to coordinate anything, leaving both I and the drivers confused and unsupported. I requested a supervisor and warned that if storage fees continued, Id be sending them the bill. I was completely ghosted after that. No follow-up, no help, no resolution.Their website states:We handle all logistics so you can relax. You dont have to worry about a thing.That is a blatant lie. I was left handling the entire mess myself. This was not just bad service it was false advertising, unauthorized price increases, and complete abandonment of responsibility.False advertising is illegal and punishable under FTC law. AmeriFreight should be held accountable.

  

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  To Whom It May Concern, 
  
  AmeriFreight has been in contact with Ms. ******** via her preferred method of communication, email, regarding the issues raised in this complaint. While we respectfully disagree with several aspects of Ms. ********** account, our priority is to address concerns with fairness and clarity.
  
  Ms. ******** identified a specific dollar amount she would accept to resolve this matter, and for the sake of good customer service, we have issued a check in that amount. As of today, we have confirmed with Ms. ******** that the check is in the mail and provided her with a photo of the check for verification. 
  
  We are pleased to have resolved this matter to our customer's satisfaction. ************* is a key focus for us, and we remain committed to enhancing our communication and service to achieve improved customer outcomes. 
  
  Regards,
  
  ****** *********
  Quality Assurance Manager

  Customer Answer

  Date: 06/14/2025

  I accepted the $332 refund that AmeriFreights team originally offered. I did not propose or negotiate that amount I simply reiterated their own offer in writing so it could be processed and closed. That does not mean I agree with their version of events or their public response to this complaint.
  
  
  In internal communication, AmeriFreights president ***** ******** wrote:
  
  
  I would like to clarify that at no point before this message did you request to speak with a manager.
  
  
  That statement is false. I have timestamped proof that I both requested and demanded a supervisor in the same message, prior to his involvement. Instead of acknowledging that, I was directly accused of lying.
  
  
  After I submitted documented evidence, the tone shifted. ***** responded with:
  
  
  Rehashing the facts does not help us achieve our goal of helping you.
  
  
  This is a tacit admission that the facts were accurate just inconvenient for the company.
  
  
  Whats even more concerning is that my mention of legal escalation was labeled a threat. To be clear: referencing legal remedies and filing complaints with agencies like the *** is a consumer right not a threat. That framing was an attempt to discredit me and suppress accountability.
  
  
  Now, in their public response, AmeriFreight claims they respectfully disagree with my account despite having already seen and acknowledged the evidence in private. This is a deliberate attempt to rewrite the narrative after being presented with verifiable proof.
  
  
  I am marking this complaint as settled only because I accepted their refund. I reject the false claims made in their response, and I will be attaching relevant documentation for full transparency.
  
  

  

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  To Whom It May Concern, 

  AmeriFreight chose to exceed the requirements to assist this customer. ******************** remains steadfast in its response, continuing to focus on one thing: helping to change the customer's feelings and experience with the company. We chose not to "rehash the facts" because it was not essential in our mission to help this customer, nor is it productive. As soon as the customer emailed ********************, our COO immediately called and emailed the customer to assist, as we take customer complaints seriously. We agree to disagree with some of the facts presented, but that does not alter our goal to help the customer as we have. 
  
  Every customer has the right to submit complaints to a government institution or seek legal action as they deem necessary. The bottom line is that we not only refunded our fee but also the additional carrier payment charge and offered to reimburse the storage fee, all of which were out of pocket. This is not an admission of wrongdoing on our part, but rather in line with our mission to help our customers. We wish this customer all the best and hope that she will allow us to serve her with all her auto transport needs in the future.   

  Regards,
  
  ****** *********
  Quality Assurance Manager

• Initial Complaint

  Date:05/31/2025

  Type:Billing 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 7 May, AmeriFreight charged me for optional insurance which I stated that I did not want. ** ****** had assured me that it would not be charged verbally prior to my vehicle being transported. I have communicated with AmeriFreight many times and they continue to state that my charge will be reversed in "1 to 3 days" but the charge continues on my credit card.

  

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  Dear *** ****, 

   Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and delay regarding the **** plan charge.

  We understand the frustration this caused, especially after you made it clear that the plan was not desired. To clarify, the **** plan is not insurance, but rather a gap coverage product designed to offer protection in case of damage during transport that might not be fully covered by the carriers insurance. That said, we are currently reviewing the communication breakdown internally to ensure this type of issue does not happen again and that all agreements are always accurately reflected in billing.

  Please be assured that the $48 charge has been fully refunded. We apologize again for the delay in processing this and appreciate your patience throughout the resolution.

  At AmeriFreight, we remain committed to honest, responsive service and will continue to work on improving our processes for a smoother customer experience.

  Should you have any further questions or concerns, please feel free to contact our management team directly at ************** or ************************************************************************. 

  Regards,

  Kailee ************************************ Manager

• Initial Complaint

  Date:05/07/2025

  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.

  I am filing a complaint against AmeriFreight, the broker that coordinated the shipment of my 2023 **** Mustang Mach-E through a carrier (************). The vehicle was picked up late and delivered four days late. During the delivery window, I contacted AmeriFreight multiple times to report the lack of communication and tracking updates from the carrier. Their representatives were unhelpful, shifted blame to the carrier, and did not offer timely assistance. When I requested they help resolve the issue, they said they would follow up, but I never heard back.I emailed formal complaints to both the carrier and AmeriFreight on April 27 and April 30, with AmeriFreight CCd both times. They have yet to acknowledge or respond to either message. Despite this silence, they replied to my ****** review within three daysindicating they are monitoring public perception but not directly supporting customers in dispute resolution. As the broker, AmeriFreight is responsible for selecting reliable carriers and supporting customers through issues. They failed to fulfill this responsibility.

  

  Business Response

  Date: 05/09/2025

  Dear Mr. ***************** you for taking the time to speak with us directly. Were very sorry for the frustration you experienced during the shipment of your vehicle and for the lack of timely support during the delivery window. We truly value your feedback and the opportunity to make things right.

  Were grateful we were able to connect with you and work toward a resolution. As part of that, weve processed a $448 refund of our broker fee in acknowledgment of the inconvenience you faced. If theres anything further you need, please dont hesitate to reach out.

  Sincerely,
  The AmeriFreight Team

• Initial Complaint

  Date:04/15/2025

  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.

  Used AmeriFreight to ship a car cross country. Several issues with the way this company does business. One they quoted a lower rate and then switched the price when scheduling a truck. $1650 to $1900.During the shipment the truck broke down, which I understand can happen. Weather delays etc. no problem. However they didnt offer any resolutions. They did not follow up with the transportation company they hired for the job. I had to continuously follow up and find updates. Calling the transportation company directly and sometimes getting 0 answers. They offered 0 solutions to the issue or showed any interest in helping solve the problem. They said a manager would call me back after looking into the shipment. No one ever called me back from the company. I had to follow up with everyone several times to attempt to get a resolution or status update. Was promised 3 different delivery dates and still am waiting on my car to arrive.

  

  Business Response

  Date: 04/18/2025

  April 18th, 2025
  
  Dear *** ******, 

  Thank you for taking the time to share your feedback. We truly regret to hear that your experience did not meet your expectations and appreciate the opportunity to clarify the situation.

  Regarding the rate change you mentioned, your initial quote was provided at our Economy Saver Rate, which is the lowest possible rate a vehicle might be shipped at. This estimate is not a guaranteed price but rather a starting point based on historical data. As explained during our communications, the Economy Saver Rate is subject to negotiation with carriers, who ultimately determine the final cost based on current market conditions. We share all carrier offers with our customers as we receive them, empowering you to make the final decision based on your budget and preferences. 

  We understand the frustration of transport delays, especially those related to mechanical issues and weather. These circumstances, while outside our control, can understandably be stressful. That said, we do want to be transparent about the efforts made by your assigned customer service agent and other members of our team. Our records show multiple attempts to contact the carrier on your behalf and to provide you with status updates as they became available. While we strive to be proactive, there are times when carrier communication is delayed or incompletesomething we continuously work to improve through our carrier vetting and accountability practices.

  We also want to sincerely apologize that your request to speak with a manager was not fulfilled in a timely manner. That should not have happened. Upon receiving your BBB complaint, our Sales Manager, *** ******* ********, did attempt to contact you to personally address your concerns. If you are still open to discussing your experience, we welcome the opportunity to connect and hear your feedback directly.

  Lastly, regarding your request for a billing adjustment, we respectfully decline, as all services were rendered and the final cost was agreed upon prior to dispatch.

  At AmeriFreight, we remain committed to transparency, proactive communication, and empowering our customers to make the best decisions for their individual shipping needs. We encourage all customers to review their ******************** options and rate types carefully before booking, and we are always here to answer questions along the way.

  Should you have any further questions or concerns, please feel free to contact our management team directly at ************** or ************************************************************************. 

  Regards,
  Kailee ************************************ Manager
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23207549
  
  I am rejecting this response because:

  The only reason your customer service team was reaching out to find a resolution was because I was reaching out to push for it. Also your sales manager did call me at a later date of the delivery. 
  

  all in all your customer service team didnt do anything. I contacted the freight company directly. I had to get a discounted rate through them and your team failed miserably at their jobs to show initiative. You should be refunding me for the cost to book the freight company because your team failed to follow up. 
  

  I shouldnt have to talk to the freight company your team booked. That is your job as a broker to service the client and find solutions.

  I will dispute the charge on my card as the services listed on your website were not true and your team did not do the full job. 

  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/25/2025

  April 25th, 2025
  
  We appreciate Mr. ******* additional feedback and the opportunity to further clarify our services.

  At AmeriFreight, we act as a broker, connecting customers with vetted, independent carriers. It is not, nor has it ever been, our policy to promise a no-contact experience with the carrier. In fact, we consistently explain to our customers that direct communication with the assigned carrier is part of the standard vehicle shipping process, and that the carrier will be the primary point of contact for updates during transit. This is not only disclosed verbally but is also outlined on our website and in customer communications. Mr. ******* expectation that he would not need to interact with the carrier was not based on any guarantee or commitment made by AmeriFreight.

  In regard to the service provided, our team did fulfill all contractual obligations. Our agents actively worked to secure a carrier at a rate that was agreed upon by Mr. ******* Our agents communicated status updates throughout the process. While it is true that the customer also contacted the carrier directly, which they are encouraged to do, this does not negate the work performed by our team to facilitate communication and advocate on the customer's behalf. We have documented multiple follow-up attempts with the carrier during the shipment period.

  As previously mentioned, upon receiving the original complaint, our Sales Manager, Mr. ******* ********, reached out to the customer directly to discuss and address concerns. We acknowledge the frustration that comes with carrier delays and mechanical issues, which unfortunately are factors outside of our control as a broker.

  Regarding Mr. ******* claim that he negotiated a discount directly with the carrier: this action was taken independently by the customer. ******************** was not involved in the adjustment of pricing between the customer and the carrier, and as such, we are not responsible for refunding any portion of the agreed-upon broker fee. All services promised by AmeriFreight,  including securing a carrier, facilitating the agreement, and providing communication, were delivered in full.

  Finally, we stand firmly by the integrity of our services and the accuracy of the information represented on our website and through our agents. Therefore, we respectfully decline any request for reimbursement or refund.

  AmeriFreight remains committed to clear communication, transparency, and providing assistance throughout the shipping process.

  Regards,

  Kailee ************************************ Manager

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23207549
  
  I am rejecting this response because: As stated you did not help or provide a full service. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair 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.

  Date of transaction: 7/11/24 Car Picked up from **********, 7/14 Car Arrived to ********************* paid: $1268.00 ******************** through Amerifreight (****): $48 which pays up to $600 for minor damage.This complaint is regarding the **** *************** Plan that I purchased for my car shipment with ************************* issue is that once the car arrived to *******, there were two small chips on the windshield. The **** contract states damage should be reported within 24 hours, which it was. It has been 7 months and I still have not been able to get the damage repaired. Apparently there is only ONE person at Amerifreight that deals with their **** plan and that is ******* *****. I have sent him DOZENS of emails, texts and made multiple calls over the course of the last 7 months. I have gotten vague responses via email and never ONCE in 7 months has he called me back on the phone even after multiple attempts. Either he is the busiest man on the planet or he is intentionally ignoring me. When I call I am told he is in a meeting or unavailable and that there is no one above him that handles **** plans and no once else can help me with this. It is beyond frustrating and I have spent so much time and energy without any resolution. Completely unprofessional and I feel Mr. ***** is just hoping I stop calling so he doesn't have to do his job. I purchased the additional insurance for peace of mind and it has become a major headache for me. I would like this issue resolved and I'm not able to get anywhere with the company. I do not want to take out a claim my personal insurance which is why I purchased the **** plan with Amerifreight.

  

  Business Response

  Date: 01/29/2025

  January 29th, 2025
  
  Dear *** *****, 

  We appreciate you reaching out and want to take this opportunity to clarify the facts regarding your **** Plan claim.

  AmeriFreight is a broker that facilitates auto shipping services, and we offer the optional **** Plan through a third-party provider. This plan is designed to assist customers with out-of-pocket costs should damage occur during transport, provided that all required steps and documentation is properly submitted. However, it is important to note that AmeriFreight does not process or approve claims, as that responsibility lies solely with *****

  Regarding your concerns about delays, we want to clarify that a significant part of the delay was due to the required photo evidence of the alleged damage not being provided for several months. Without this documentation, **** was unable to proceed with your claim. Once the necessary documentation was received, **** reviewed the claim and, based on the documentation submitted, determined that the reported damage was non-existent, resulting in the claim being denied.

  Additionally, it is important to emphasize that the **** Plan is not an insurance policy but a gap coverage plan that may assist with certain costs. As outlined in the terms and conditions, purchasing the ********* does not guarantee that personal auto insurance will never need to be involved in a claim.

  AmeriFreight has remained in communication with both you and **** throughout this process, but ultimately, we do not have control over ***** claim decisions. The **** Plan has provided valuable assistance to many of our customers over the years, and we stand by its benefits for those seeking additional protection beyond carrier coverage. 

  We understand how frustrating this process has been for you. While we regret that this was not the outcome you had hoped for, we have fulfilled our role in facilitating the process, and there is nothing more we can do to alter the decision that has been made.

  Sincerely,
  AmeriFreight Customer Support

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22848561
  
  I am rejecting this response because the response is inaccurate and I would like the opportunity to discuss the actual facts of what happened. Please see below: 

   

  I need to address several issues that have been brought up in the response to my initial complaint. First, I was told that **** was a separate entity from Amerifreight, but only a few weeks ago. When I called to reach ******* ***** several times over the last 7 months I was repeatedly told he was unavailable and would return my callhe never did. When I asked if there was anyone else I could talk to regarding my **** claim, I was told he was the only one handling it with Amerifreight. This confused me, since ******* ***** has an Amerifreight email address and signature, leading me to believe that **** and Amerifreight were, in fact, the same company. To further add to the confusion, the contact number listed on the **** portal (where I submitted documentation) rings directly to Amerifreight. Given that I had no other resources or contacts available, I kept reaching out to Amerifreight in hopes of finding a resolution to my claim. I was more than willing to speak with anyone else, and would have been happy to, but was continuously told there was no one else.

  Regarding the photo evidence, the response is completely false. I received my vehicle on 7/14 at 11:17 AM and immediately reported the incident on the **** portal at 4:04 PM the same day. Less than 6 hours after receiving my vehicle. I didnt hear back from anyone, so I followed up with ******** *****, my Amerifreight contact, asking if she had received the information I submitted and if I had done it correctly. I was essentially looking for guidance on the process, though I understand now that wasnt really her responsibility. ******* ***** should have contacted me after I filed the incident report which wouldve saved a lot of time and frustration.
  
  On 8/9, I submitted the requested documentation (*** and photos) to the **** portal after ******** kindly procured and emailed me the necessary documents from the shipping carrier. So to be clear**** had the photos of my vehicle less than a month after the incident, but despite this, I continued to receive no responses to my calls or emails. On 9/16, I emailed ******* ***** again to follow up, expressing that it had been two months with no resolution and attaching the photos AGAIN. At that point, I had been waiting for over two months and was still getting no answers. 
  
  On 10/2, ******* finally responded, stating he had been sending emails through the **** website (though I never received any- another issue **** needs to sort). He mentioned that I should have already received a claim settlement, but I hadnt. On 10/9, he sent another email saying the team was reviewing my claim and would get back to me within a couple of daysbut I still didnt hear anything. This was my first time hearing there was a team handling my claim. I was told multiple times that the only one to handle these claimswas *******. Then, on 10/28 through the **** portal, I received a message saying additional documents were needed. At that point, I was frustrated and asked ******* directly what documents were still missing, as I had already submitted the *** and photos on the web portal AND directly to *******. I also requested that we set up a phone call to resolve this, but received no response at all.
  
  Finally, after more follow-up attempts, ******** ***** confirmed the settlement document should have already been sent. ******* responded on 11/15, promising to send the settlement and wrap things upbut again, I heard nothing after that. It wasnt until I submitted a 1-star review on 1/23/25, (2 months later), that I finally heard from ******* *****. That was the first time I actually heard his voice in 7 months. Let me be clear, on 1/24 was the 1st time that ******* CALLED me on the phone.
  
  The fact that it took a public review/complaint for someone to finally get in touch with me is unacceptable. And the response that photo evidence wasnt provided is simply inaccurate. Ive submitted the necessary documentation and photos multiple times, and its clear that the lack of communication and follow-through has been the primary issue here.
  
  This process could have been handled much more efficiently with better communication, transparency, and a genuine effort to resolve the issue. As a customer I felt ignored and disregarded. I am incredibly disappointed in the way this has been handled, and at this point, I just want it to be over. I never intended to leave negative reviews or submit a complaint, but after months of getting no answers or resolution, it became clear that was the only way to get any sort of response. And I was correct. There is more I could I say and would be happy to discuss with the business owner, but at this point I am awaiting the refund that ******* offered and hope it does not take an additional 7 months to process. 
  

  

  Business Response

  Date: 02/07/2025

  Dear *** *****, 

  We appreciate you taking the time to speak with our COO directly about your concerns. We understand how frustrating this experience has been for you, and as a gesture of goodwill, weve covered the cost of your windshield replacement. Were glad to hear its now scheduled and that a resolution is finally in place. While ***** claim decisions are out of our hands, we always aim to assist our customers in any way we can. We appreciate the opportunity to help.

  Sincerely,

  AmeriFreight Customer Support

   

  Customer Answer

  Date: 02/07/2025

   
  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. The *** ***** ******** reached out to me directly to resolve the issue. He was courteous, eager to help and did so in a manner that was quick and effective. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:01/03/2025

  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.

  Driving 10mph over the speed limit in inclimate weather, using hybeams on vehicles in front of vehicle and tailgating vehicles.

  

  Business Response

  Date: 01/07/2025

  Thank you for reaching out to share your concerns. We would like to clarify that AmeriFreight is an auto shipping broker. We do not own or operate trucks or employ drivers, so the claims in your complaint are unrelated to our company and could not involve us.

  It is possible that our name has been confused with a separate company under a similar name that operates its own fleet of trucks and provides freight-hauling services. We have no affiliation with such companies.

  We hope this helps clarify the situation.

  Thank you.

• Initial Complaint

  Date:11/25/2024

  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.

  Carrier (***** *****, *****************) contracted and agreed to deliver auto from ********** to ************ MA. Carrier instead dropped car in ********, ** - over 100 miles from destination, and insisted we pick the car up at this location.

  

  Business Response

  Date: 11/29/2024

  November 29th, 2024
  
  Dear *** ******, 

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the delivery process for your vehicle transport. At AmeriFreight, we take customer concerns seriously and strive to address them promptly and thoroughly.

  As a broker, AmeriFreight's legal duty is to connect customers with carriers that are properly registered, insured, and capable of performing the agreed-upon transport. We vetted *****************, the carrier you selected, to ensure compliance with these requirements. While carriers are expected to deliver vehicles as close as possible to the specified address, door-to-door service is not always feasible due to residential restrictions, low-hanging trees, or other logistical challenges. In such cases, carriers are expected to find a safe and reasonable alternate delivery location.

  We understand that the alternate location in ********, **, was over 100 miles from your destination, which caused significant inconvenience. While the selection of the alternate drop-off point is ultimately at the carriers discretion, we regret the burden this placed on you.

  To demonstrate our commitment to customer satisfaction, we refunded ********************'s broker fee of $300 in full on September 26, 2024. This is the maximum financial adjustment we can offer, as we do not have control over the carriers operations, including their decision to deviate from the original destination. The $1,675 carrier fee was paid directly to *****************, at the time of delivery, and we are not able to issue a refund for this amount.

  We value your feedback and appreciate the opportunity to assist with your transport needs. Should you have any further questions or concerns, please feel free to reach out to our management team directly at ************** or ************************************************************************.

  Regards,

  Kailee ************************************ Manager
  AmeriFreight, Inc. 
  ******************************************************
  **********************
  ************
  **************************************************************************