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Business Profile

Auto Transportation

AmeriFreight Car Transport

Complaints

Customer Complaints Summary

  • 34 total complaints in the last 3 years.
  • 17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/18/2024

    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.
    Hired their service as a broker after reading good reviews on ******* **************** convince you being super nice. They he dirt person I deal with did not explained at all how they work but needed a carrier from ********** to *****. After no response at a all for about 4 days I called back inquiring about my quote and if they were searching for a carrier for me. Finally I was explained with detail what to expect and asked for this person to take care of my account from that moment. 5 days after I was contacted by the first person with a carrier, I accepted and payed $300 dlls and they told me that the company emailing $900 was to be paid to the carrier once the vehicle was delivered. 3 days passed and the he vehicle was not picked up on the Monday that was estimated. I called and left messages like crazy with no response from the carrier. Called AmeriFreight and every day told me a different story of the reason the carrier was not picking up the vehicle. After googling the carrier they assigned I felt so deceived since the reviewers gave were given exactly the same version I was given of the reason they failed: their truck failed plus the reviews of the carrier were so bad that I was not leaving my Navigator in their hands! I cancelled AmeriFreight services immediately and was told that they were going to refund my $300 dlls. After 2 days on this carrier contacted dealership that they were picking up at midnight and to leave the keys for them!!!! So no check up on my vehicle what so ever! Of course I refused this as well as the dealer since AmeriFreight was supposed to cancelled and he service. The carrier was rude in their calls with the person at the dealership and even refer to him with bad words!!! I am still fighting for my refund with AmeriFreight. I would NOT recommend them at all for any reason! Their customer services are super friendly but they definitely do not come thru as promised. They use terrible carriers and even the offered to change the carrier but no way!!!!

    Business Response

    Date: 01/24/2024

    January 24th, 2024

    Dear **************, 

    We are deeply sorry to read about the frustrating experience you had with AmeriFreight during your recent auto transport from ********** to *****. We take all customer feedback seriously and appreciate you bringing your concerns to the Better Business Bureau.

    We understand your disappointment with the lack of communication and professionalism you experienced with the assigned carrier. Please accept our sincerest apologies for the inconvenience and stress this caused you. We want to assure you that this experience is not reflective of our overall commitment to providing exceptional customer service.

    Addressing Your Concerns:

    Carrier Communication: We acknowledge that the assigned carrier did not meet your expectations in terms of communication and responsiveness. We take this very seriously and are reviewing our internal processes to ensure better communication channels are established between carriers and our customers in the future.
    Carrier Selection: We understand your concerns about the carrier's online reviews. While the carrier in question had a 4.8 out of 5-star rating with Central Dispatch, an industry-standard platform, we understand that individual experiences can vary. This carrier had an excellent track record with previous orders of ours, and we anticipated a smooth process based on this history. We are reviewing our carrier selection process to ensure we partner with companies that consistently demonstrate professionalism and excellent customer service.
    Cancellation and Refund: We want to assure you that we have processed a full refund of the $378 fee you paid for our services. Please allow some time for the transaction to reflect in your account.
    Carrier Behavior: We were disheartened to learn about the carrier's unprofessional behavior towards you and the dealership. This does not align with our values. We are reviewing our relationship with this carrier and will take appropriate action based on our internal investigation.

    We want to assure you that we are committed to continuously improving our services and ensuring every customer has a positive experience. Your feedback is valuable to us, and we are taking steps to address the issues you raised. We appreciate your understanding and patience throughout this process.

    We hope this response demonstrates our commitment to customer satisfaction and transparency. We sincerely apologize for the inconvenience you experienced and hope you will consider giving us another chance in the future.

    If you have any further questions or concerns, please do not hesitate to contact us directly. We are committed to resolving any outstanding issues and ensuring that our future interactions with customers are positive and stress-free.

    Regards,
    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    ******************************** S
    **************, ** 30269
    ************
    ***********************************************************

  • Initial Complaint

    Date:12/07/2023

    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.
    I had a contract with AmeriFreight to pick up my car in **********, ** for transport to *****, **. By agreement, they were supposed to pick up the car on December 1, 2023, but they did not pick up the car until December 2, 2023. They claim that the truck broke down, but when I asked them for evidence, they did not produce anything showing the truck broke down. They charged me $1,400.00 dollars in order to have the car picked up a specific day. Otherwise, it would have been $1,200.00. I have asked them repeatedly for a $200 discount due to all the inconveniences. Because I flew out of CA on December 2, 2023, very early in the morning, I was not available for the car pick up. I had to inconvenience my sister to have her available for the pick up. I feel that they deceived me into paying more money for a service they could not deliver. I have called them several times and spoken to ***************************** in order to get a discount, but to no avail. I'm hoping BBB can help me.

    Business Response

    Date: 12/12/2023

    December 12th, 2023

    Dear **********************, 

    Thank you for bringing your concerns to our attention regarding your recent experience with AmeriFreight. We value your feedback and the opportunity to address the issues you have raised in your BBB complaint.

    We understand that you had contracted AmeriFreight to facilitate the transport of your car from **********, **, to *****, **, and there were concerns regarding the pickup date and associated charges. We would like to provide clarity on the situation and address your specific points.

    Firstly, you mentioned in your complaint that you were charged $1,400.00 for a specific pickup date, but it occurred on 12/2/23, instead of 12/1/23. We empathize with any inconvenience this may have caused, and we sincerely apologize for any miscommunication. However, we must clarify that the pickup date was never guaranteed for 12/1/23. The estimated pickup date was provided as November 30, 2023, as indicated in the dispatch notification email you received:
    Estimated Pick-Up: 11/30/2023
    Estimated Delivery Date: 12/08/2023

    It's essential to note that AmeriFreight, in compliance with our Terms and Conditions, never guarantees specific pickup or delivery dates. These dates are always provided as estimates within reasonable time frames. The dispatch notice explicitly states that dates and times are estimates only. 

    While we understand that there might have been an expectation for a December 1st pickup based on an email from *****************************, it's important to clarify that nowhere in the email does it state that December 1st is a promised date. The pickup date was within the estimated parameters, and the actual pickup occurred on December 2, 2023, which falls within the reasonable timeframe specified in our terms.

    Regarding your request for a $200 discount due to inconveniences, we appreciate your concerns and the challenges you faced due to the pickup date. However, based on our review of the situation, we regret to inform you that we are unable to provide a discount. As outlined in our terms, AmeriFreight is not liable for delays, and customers acknowledge this by agreeing to our Terms and Conditions when signing our contract.

    We understand your frustration, and we sincerely apologize for any inconvenience caused. We remain committed to providing transparent and reliable service to our customers. Please feel free to contact us directly if you have any further questions or if there are additional details you would like to discuss.

    Thank you for your understanding.

    Regards,

    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    ******************************************************************************
    ************
    ***********************************************************

    Customer Answer

    Date: 12/13/2023

     
    Complaint: 20973659

    I am rejecting this response because:

    I know that in the original email said the pick-up date was November 30th, but that is why I asked ***************************** to confirm via email that the pick-up would be exactly on December 1st.  And that is also why I paid a premium price, for the exact date.  Originally, ***************************** had quoted $1092 when there was a window of dates for the pick-up.  See attachment.  Because I wanted an exact pick-up date, I had to pay a premium price of $1,400.00.  They claim that the driver had a mechanical issue with the truck that caused the delay.  When I asked for evidence of that mechanical issue, they did not provide any.  When the car was delivered to me, I asked the driver why he didn't pick-up the car on December 1st, he said that he had a lot of cars to deliver in ********** and that traffic was bad.  There was no mechanical issue with the truck.  They overbooked and then they want the customer to suffer the delay and take the loss.  Had I not had my sister available for the pick-up, I would have had to cancel my trip and rebook it to be available for the pick-up.  I wanted an exact date for the pick-up because I was flying out of ************ the next day, December 2nd.  Had I cancelled my trip, AmeriFreight would have to pay any extra expenses for the rebooking of the flight.  I am being reasonable here and I am only asking that I be charged for the services that were provided, and not for a premium service that was not delivered.  I think a reimbursement of $200.00 is reasonable in light of the fact that if the service was to pick-up the car within a window of several days, the charge would have been $1,092.00.

    Sincerely,

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

    Business Response

    Date: 12/20/2023

    December 20th, 2023

    Dear **********************,

    We appreciate your continued communication regarding your recent experience with AmeriFreight and your concerns surrounding the pickup date and associated charges. Your feedback is important to us, and we want to address your points to ensure clarity

    We understand that you were seeking a guaranteed pickup date on December 1st and had reached out to your customer service agent to confirm this arrangement. However, it's crucial to emphasize that while we strive to provide accurate estimates, it is explicitly stated that the economy rate is a starting point and subject to adjustments. 

    As noted in our previous response, AmeriFreight operates within a framework where the economy rate presented to customers is a starting point. We receive offers from carriers, and these offers are relayed to customers for their consideration. The decision to opt for an increased price is at the discretion of the customer and does not alter the fact that pick-up and delivery dates remain as estimates only.

     While your customer service agent *** have initially quoted $1,092.00, the subsequent arrangement where you accepted the carrier rate did not change the dates from estimates to guarantees. Carriers offer rates that *** be the same as the estimate or a higher rate, and it is at the customer's discretion whether they opt to accept the rate or wait for a better rate. The acceptance of any rate does not change the fact that dates are still only estimates.

    We would like to clarify that the dispatch notice you received clearly states that the pick-up date was only an estimate and never a guaranteed date. We understand the importance of communication while scheduling both pick up and delivery dates between carriers and customers, but many factors make it impossible to promise dates.

    While we regret any inconvenience caused, it's essential to reiterate that AmeriFreight, in compliance with our Terms and Conditions, does not guarantee specific pickup or delivery dates. We operate within parameters of reasonable time frames, and the estimates provided are subject to change based on various factors.

    Regarding the claim of a mechanical issue causing the delay, we rely on information provided by carriers, and while we appreciate your request for evidence, it's not always possible for carriers to provide detailed documentation in such instances. We must acknowledge the driver's statement about traffic issues and a high volume of deliveries as contributing factors to the delay.

    We understand the inconveniences you faced due to the delayed pickup, and we sincerely apologize for any disruption to your plans. However, based on our thorough review of the situation, we must maintain our stance that no billing adjustments are owed. The charge was communicated and accepted as part of the contractual agreement.

    We appreciate your understanding of the complexities involved in the transportation process and regret any dissatisfaction you *** have experienced. Should you have further questions or concerns, please do not hesitate to contact us directly.

    Regards,
    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    ******************************************************************************
    ************
    ***********************************************************

    Customer Answer

    Date: 12/21/2023

     
    Complaint: 20973659

    I am rejecting this response because:

    The email guaranteed the pick-up date. See you in small claims court.  I will also write to the president of the company.  This is unacceptable.  If I had not had someone to help me, I would have had to cancel my trip and spend more money.  ******* warned me that Amerifreight would do exactly this and they were right. Im disgusted at how Amerifreight deceives its customers.  I will also file a complaint with Georgias consumer affairs office.

    Sincerely,

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

  • Initial Complaint

    Date:11/30/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We used the broker Amerifreight to book our car transport across country and had a very bad experience with them and one of the carriers that they hired. First of all, they did a bait-and-switch on the quotes they provided for both of our vehicles. They quoted us $1224 for the shipment of our 2022 ******* Tucson from *******, ** to ********, **. The actual price ended up being $1500. The second vehicle was quoted for $1124 for the shipment of our 2018 ****** Corolla and ended up being $1675. Other companies guaranteed a lower price than what we ended up paying, but we went with Amerifreight due to their quotes being the best of all the brokers we contacted, so we were very disappointed with it being much more expensive than planned. Be cautious of their baited low quotes as the actual prices are significantly higher.The second bad thing was having to work with the carrier Amerifreight hired to transport our ******* Tucson. The company was called ************** and the drivers name was ***. We were told by the carrier that the car was going to be picked up between 4-5pm on Friday Oct 20, 2023. I called the driver at 5pm since he still wasnt there, and he said it would now be between 6-7pm. No heads up given. We only knew because we called. By 8:15pm, he still hadnt arrived and no call. When I called him, he said it would now be at 10:30pm. When I told him that that was too late and asked if he could just grab it in the morning he said no. I called at 10:15pm to make sure he would be there on time and he said 10:35pm now. The driver kept saying 15 minutes until he arrived at 11:50pm. So inappropriate. Even worse, he kept calling us on the trip and asking us to pay before he delivered the vehicle and he wanted us to send the money to him personally, via his personal CashApp acct. We said we would be paying via money orders (as suggested by Amerifreight) and he was very upset and sending aggressive text messages. Amerifreight is responsible for who they hire.

    Business Response

    Date: 12/05/2023

    December 5th, 2023

    Dear ****************, 

    We are deeply sorry for the frustrations and inconvenience you encountered during the transportation of your vehicle. We sincerely value your feedback and take customer satisfaction very seriously.
    We understand your disappointment with the final cost exceeding the initial quote. It's important to note that the quote presented to you was based on the information available at the time and is subject to change based on various factors, such as market demand, fuel prices, and carrier availability.

    While we strive to provide accurate estimates, it is explicitly stated in the quote email, which you included in your complaint documentation, that the economy rate is a starting point and subject to adjustments. It is important to highlight that customers are presented with multiple options, including a fixed-price first-class rate. In this case, you selected the economy rate, allowing for flexibility in pricing. We acknowledge that other companies may offer lower prices, but our commitment lies in transparency and ensuring that our customers are informed about potential fluctuations in costs.

    Regarding the issues you faced with ************** and their driver, we apologize for the inconvenience caused by the delayed pickup and communication lapses. AmeriFreight, as a broker, has a legal duty to find carriers that are properly registered and insured. While we do not condone the behavior exhibited by the carrier's driver, we must emphasize that we have no direct control over the actions of individuals employed by carrier companies.

    ************** has had a history of successful orders with AmeriFreight in the past, and we had every reason to believe that your experience would align with these positive interactions. However, we understand that unforeseen circumstances can arise, leading to less than ideal situations for our customers.

    In response to your concerns about payment, we want to clarify that we do not endorse or support any requests for personal payments or any payment methods outside the agreed-upon terms. We have taken note of your feedback and have decided to terminate our partnership with ************** on future orders, as their behavior towards you does not meet the standard of customer service that we expect of all carriers we partner with.

    We understand your desired settlement of a billing adjustment, but we regret to inform you that we will not be able to fulfill this request. As a broker, our obligation is to facilitate the transportation process by connecting customers with carriers. We fulfilled this obligation by securing a registered and insured carrier to transport your vehicle, and unfortunately, we cannot control the actions or behaviors of individuals employed by the carriers.

    Once again, we apologize for the inconvenience and frustration you experienced during this transportation process. We value your feedback and will use it to further improve our services. Please feel free to contact us directly if you have any additional concerns or if there are further details you would like to discuss.

    Thank you for bringing this matter to our attention. We appreciate your understanding. 

    Regards,

    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    ******************************************************************************
    ************
    ***********************************************************

  • Initial Complaint

    Date:11/14/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I needed my car (Audi A3) to be picked up from a service shop in ******* and bring to *******. Ameri Freight **** brokered a auto transportation company and the driver damaged my vehicle during the transport. Since then I have been trying to reach a responsible person from the auto transportation carrier to respond to my issue and pay for the repair estimate. The AmeriFeight contact person (****) replies to my messages fast, but she is not contacting the transportation company she brokered directly to resolve the issue. She somehow makes it appear like my fault because I declined the extra damage insurance coverage.I would like AmeriFreight *** to take responsibility for the companies they broker and stand behind the damage repairs. They cannot simply say we just brokered the deal and and you should directly contact the carrier service with any issues.

    Business Response

    Date: 11/17/2023

    November 17th, 2023

    **************,

    I hope this letter finds you well. We acknowledge your recent BBB complaint regarding damage related to the shipment of your vehicle, and we appreciate the opportunity to address your concerns. 

    We sincerely apologize for the inconvenience you've experienced with the transportation of your Audi A3 from ******* to *******. We understand the frustration that comes with unexpected damages, and we want to assure you that we have made every effort to address your concerns.

    Upon being notified of the damages on 10/16/23, our team initiated multiple attempts to reach out to the carrier, ******************* Unfortunately, despite our persistent efforts, we have not received any response from them. We share your frustration regarding this lack of communication, as it is a top priority to ensure a seamless and secure transportation process for our customers.

    As your chosen broker, AmeriFreight's primary responsibility was to connect you with a registered and insured carrier. We take pride in using carriers with a 4.5-star rating or above, and ******************* met these criteria with a stellar 4.9-star rating on the Central Dispatch system, a widely used platform in the auto transport industry.

    Upon learning about the damages to your vehicle, we promptly provided you with a copy of *******************'s insurance certificate and guided you through the necessary steps to file a claim directly with the carrier's insurance. We understand that this situation is inconvenient, and we empathize with your desire for a swift resolution.

    While we do offer an optional Gap Protection Plan to all customers prior to the dispatch of their vehicles, we respect the customer's decision to decline this additional coverage. As outlined in our Terms and Conditions, AmeriFreight is a licensed broker that arranges transportation through reputable carriers. We do not own trucks and operate solely to facilitate the safe transport of vehicles on behalf of our customers. Please note that as a broker, AmeriFreight cannot cover repair fees for damages incurred during transportation, as the responsibility for addressing and covering repair costs lies with the carrier.

    We acknowledge the difficulty you are facing, and we want to reiterate our commitment to assisting you within the bounds of our capabilities. Unfortunately, as a broker, we cannot file a claim on your behalf. The necessary documentation for filing a claim with *******************'s insurance has been provided, and we encourage you to pursue this option to address the damages to your vehicle if you so choose.

    Please feel free to reach out to us if there is any additional information you may require throughout this process. We understand the importance of your vehicle and share your commitment to resolving this matter promptly.

    Regards,

    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    ******************************************************************************
    ************
    ***********************************************************

  • Initial Complaint

    Date:11/04/2023

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On October 21st, Amerifreight provided an estimate of $1168 for transporting my vehicle. On November 1st, they offered the transportation for a total payment of $1478 and charged me a downpayment of $428. On 11/3/2023 Amerifreight informed me that they won't be able to deliver the car for $1478 and I have to agree to pay over $1700. I requested a cancelation *** now they are refusing to refund my downpayment.

    Business Response

    Date: 11/09/2023

    To Whom It May ********************** full refund of the $428 broker fee was processed back to the customer's card on 11/6/23. We are confident that this matter has been resolved. Should any additional information be needed, we would be happy to assist.

    Regards,

    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    ******************************************************************************
    ************
    ***********************************************************

    Customer Answer

    Date: 11/09/2023

     
    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.

    Sincerely,

    *******************
  • Initial Complaint

    Date:10/19/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I live in *******, but I bought a car in ********* **. Rather than drive it back the original owner and I had it shipped.Original owner (*********************** ******************** contacted AmeriFreight which apparently is located at *********************************************************************************** Phone ************ The original owner was told a total price of $677 of which he paid $150 using his credit card.AmeriFreight must be some sort of booking place for freight, I am not sure.They hired a company named Shatro Express to deliver the car. On September 24th 2023 the car was brought to a grocery store parking lot on a trailer at roughly 930 or 10pm. The **********************, told me the bill was $677, which seemed wrong to me but I didnt have time to argue as I had work in the morning. I asked him for a receipt but, he said that AmeriFreight would not allow receipts showing any sort of dollar amounts and that I would have to contact Amerifreight <-- red flag.I texted and emailed the driver days later and said I thought there was a mistake in billing. He said he was just a middle man and that all problems had to be through Amerifreight.I emailed Amerifreight and they confirmed the original owner paid $150 and only $527 should have been paid to driver. I have email confirming this.Driver refused to talk to me through text or email after that. AmeriFreight said in an email that to them the matter was closed.I have these 2 companies pointing fingers at each other and not even taking the time to talk to me. I will not have $150 stolen from **** have email and text messages from both Amerifreight and Shatro Express backing up everything I have said here.Order ID ******** I should be reimbursed the $150 as well as extra for all the time I have spent trying to work this out with these companies. They just tell lies and I have to try and work through it. This has taken up easily 10 hours of my life.These companies need to be held accountable.

    Business Response

    Date: 10/25/2023

    October 24th, 2023

    ****************,

    I hope this letter finds you well. We acknowledge your recent BBB complaint regarding a billing discrepancy related to the shipment of a vehicle from *********, ** to *******, **, and we appreciate the opportunity to address your concerns. Please allow us to provide a detailed response to the issues you've raised.

    First, we would like to clarify that you, as the recipient of the vehicle, are not our direct customer; Mr. ************************* is the principal customer who initiated the shipment and engaged our services. In such transactions, the point of contact at the delivery destination typically does not have a direct contractual relationship with AmeriFreight. 

    Our records indicate that the total cost of the shipment from *********, ** to your location in ******* was $677. As you mentioned, ****************** made a payment of $150 using his credit card at the time of dispatch, leaving a balance of $527, which was to be paid directly to the carrier upon delivery. This information was clearly communicated to ****************** before the shipment took place. This breakdown of payments and responsibilities was provided to ****************** in writing through our email correspondence with him.

    We understand that the situation you encountered at the time of delivery led to some confusion. It is essential to note that the driver would have had no way of knowing about the total tariff of $677, as the carriers we partner with are only shown the carrier pay amount, in this case $527, and not the total tariff, on their dispatch sheets. Therefore, any miscommunication or misunderstanding that occurred during the delivery process can be attributed to factors beyond our control.

    Our responsibility was to communicate the agreed-upon terms to ******************, which we did effectively. We have documentation to support this communication and confirmation of the amounts due. Unfortunately, we have no control over whether the recipient pays the balance amount to the carrier upon delivery. It is ultimately the responsibility of the original shipper, in this case, ******************, to ensure that all financial transactions are completed in accordance with the agreed-upon terms.

    In light of this, we urge you to address your concerns directly with ******************, who engaged our services and was informed about the payment arrangements. As the recipient of the vehicle, your dispute should be directed towards the party responsible for the payment, which is ******************, or any representative he assigned for the transaction. AmeriFreight fulfilled its contractual obligations by providing accurate information and facilitating the transportation of your vehicle as agreed.

    We regret any inconvenience you experienced due to this situation and understand your frustration. However, we must emphasize that our role was limited to facilitating the transportation and clearly communicating the payment terms to ******************. Any issues regarding the payment process are beyond our purview.

    Should you have any further questions or concerns, please do not hesitate to reach out to us directly. We are here to assist you with any additional information or you may require.

    Thank you for bringing this matter to our attention, and we appreciate your understanding of the situation. We hope that you and ****************** can resolve this matter amicably.

    Regards,

    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    ******************************************************************************
    ************
    ***********************************************************


  • Initial Complaint

    Date:09/25/2023

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Sept. 12, 2023, I contacted Movemycar.com to get quotes to transport a car from ********** to *******. I received quotes from various shippers. On Sept 13, I received a quote to move my car for $450.00 from Amerifreight. Since that was one of the lower quotes, I decided to contract with them. I was in contact with *********************** from their sales group who booked the delivery for 9/23, but said I could change the date, which I later did to 9/21. They requested a $150 deposit. Initially they said I could pay by *****, *****, Cash App, or a credit card. I initially wanted to do it through credit card, but they said their bank server was down, so I did it through Venmo. We set pickup to be 9/21 between 3-5pm. I then got a call from ******* from their dispatch saying they couldn't pick it up on 9/21, but he could do it on 9/22 for $1200, which I refused. I then spoke with ****** again, and he said it was due to them being late because of DOT inspections. They then said they could do it for $870.00, which I again refused, because we contracted for $450.00. At this point I wanted to get my $150 deposit back, and ship with someone else, but they said they could pick up at 9/28, which I agreed to . On 9/24 they called, and said they had a driver booked for $750, which I again refused. I then asked for my deposit back, and they said they couldn't because they paid the driver the week before to reserve a spot on his truck, and they couldn't get the deposit back. I then asked them to pay from their account, and they could get the money back from their driver, since he didn't deliver my car. They still refused, so now I'm lodging this complaint, and will file a small claim. This is such a disreputable company, and their business practices are terrible.

    Business Response

    Date: 09/27/2023

    September 27th, 2023

    To Whom It May *********************** have looked into the details of Mr. ******** complaint, and we are unable to find him anywhere in our system. We do not believe that ****************** is a customer of ours. We are not affiliated with Movemycar.com or ShipYourCar. We do not have a *********************** in our sales team, nor does the deposit rate match what we charge our customers. From the contract, it appears that ****************** is working with a company called ShipYourCar, a company that seems to be unlawfully using our name in the terms and conditions section of their contract. Our contracts are designed in a very different way and look nothing like the document presented by ******************* 

    Unfortunately, as this complaint is not in reference to AmeriFreight or any of our current or past customers, we are not able to assist ******************. We wish him well, as it does sound like he was perhaps scammed by this other company. 

    Should you have any further questions, please feel free to contact me directly via phone at ************ or email at *************************************** Thank you for your attention to this matter.

    Regards,

    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    ******************************************************************************
    ************
    ***********************************************************


  • Initial Complaint

    Date:09/06/2023

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Long story short. I was quoted roughly $1200 and ended up spending $3000 nearly because the driver they hired threatened us and claimed we never paid when we did. He also allowed someone not on my contract who I did not allow to take possession of my vehicle. Ive written emails and reviews and never received a call or email back. Will be going to small claims shortly

    Business Response

    Date: 09/08/2023

    September 8th, 2023

    To Whom It May *********************** appreciate the opportunity to address ******************** BBB complaint regarding her recent experience with AmeriFreight. We aim to provide a clear and factual overview of the situation to clarify our position in this matter.

    **************** entrusted us with the transportation of her 2023 ************* CLA from North Hollywood, **, to Bensalem, **. Initially, the arrangement was made under Cash On Delivery (COD) terms, which she agreed to in her signed contract, as outlined in our terms and conditions. However, after the dispatch, both **************** and the Carrier mutually decided to change the payment method to *****. This alteration was made outside the terms of the original dispatch. Any issues related to the processing and receipt of the Zelle payment were beyond our control and are the responsibility of **************** and the Carrier. We offered our assistance in resolving the payment issue, but ultimately had no control over the outcome.

    Additionally, the decision to allow ******************** mother, who was not listed as the delivery contact, to take possession of the vehicle upon delivery was made after the dispatch and without any input from AmeriFreight. This change in the recipient of the vehicle fell outside our responsibilities, as our primary role is to facilitate transportation arrangements as per the initial agreement. We fulfilled our legal duty as a broker by securing a Carrier that is properly registered and insured for the transportation of ******************** vehicle from its origin to its destination.

    Despite ******************** expressed dissatisfaction with her shipping experience, AmeriFreight does not owe any money to her and cannot accommodate the requested billing adjustment. We stand by the terms outlined in our agreement, which we diligently followed for this shipment. The disputes between the customer and Carrier regarding payment and vehicle release arose after the initial agreement and are beyond our influence and responsibility.

    We want to emphasize that AmeriFreight made efforts to mediate between **************** and the Carrier to facilitate a resolution. Unfortunately, the Carrier reported that **************** had blocked his number and asserted that he had not received any payment from her. Conversely, **************** contended that the Carrier had double-charged her. These conflicting accounts and the decision to engage in an "outside agreement" to change payment methods and delivery recipients highlight the importance of adhering to the terms as agreed upon at the time of dispatch. Outside agreements, while tempting, cannot be contractually enforced and make it nearly impossible for us to intervene in such situations. Were these arrangements not made between **************** and the Carrier, we are confident that these problems would not have occurred. 

    We stand by our commitment to providing reliable and professional services within the framework of our agreements. We acknowledge the challenges **************** faced during this process and hope for an amicable resolution of the payment disputes between the parties involved. AmeriFreight kindly requests that you review and close this case, as we have assisted **************** to the best of our abilities. 
    We have submitted a copy of the Dispatch Sheet showing the payment terms, along with a copy of AmeriFreights Terms and Conditions. Should you require additional information, please feel free to contact me directly via phone at ************ or email at *************************************** Thank you for your attention to this matter.

    Regards,

    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    ******************************************************************************
    ************
    ***********************************************************


  • Initial Complaint

    Date:08/15/2023

    Type:Delivery Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of the transaction- Aug 10, 2023 Deposit of $700 and $2,650 in cash Committed to provide an enclosed trailer for transport of vehicles. Company provided an open trailer without authorization and charged me for an enclosed trailer which is over a $1,200 difference. Company admitted fault A Company Manager refunded the $700 deposit. It does not cover the difference. I would not have conducted business with the company if I knew it was going to switch to an open trailer. Order Number ********

    Business Response

    Date: 08/18/2023

    August 18th, 2023

    To Whom It May ******************** have reviewed **************** complaint, and would like to provide additional details regarding the transportation of this customers vehicles. 
    On 7/29/23, the customer, *****************************, hired ******************** as a broker to facilitate transportation of his two vehicles. As a broker, AmeriFreight was to source a Trucking company Carrier to pick up **************** vehicles, a 2019 ***** Rebel motorcycle and a 2019 Ram 1500  from Riverside, ** and deliver to ********, **. AmeriFreights legal duty as a broker was to find a Carrier that is properly registered and insured. Although not required by law, AmeriFreight only uses Carrier companies that have a 4.5 or above star rating to ensure customers are further protected. 
    AmeriFreight sourced a Carrier company, YL Transport LLC. The Carrier was based out of *******, **. The Carrier was registered and fully insured. The Carrier had a 4.9 Star rating with the Central Dispatch system. Central Dispatch is a software used by all auto transport Brokers and Carriers in *****************. 
    On 8/10/23, **************** vehicles were dispatched to the Carrier, as agreed upon both verbally and contractually by the customer. The ********************** was to occur in an enclosed car carrier trailer, as requested by **************. The total shipment cost was $3,350 out of which $700 was paid to AmeriFreight for the broker fee using a card ending in ****, and the remaining balance of $2,650 was to be paid directly to the Carrier company at the time of delivery. 
    It was brought to AmeriFreights attention, after pickup, that the vehicles were transported on an open trailer instead of an enclosed trailer. ************** stated that his pick up contact released both vehicles to the Carrier, allowing them to be loaded onto an open trailer, therefore removing AmeriFreights ability to rectify the situation. Had AmeriFreight been alerted to this matter at the time of pick up, we would have highly suggested against releasing the vehicles to the Carrier, as the terms of the agreement were not being met.

    We understand **************** frustrations with the situation, and in an effort to alleviate some of his financial burden, we promptly refunded the entire $700 broker fee back to the card ending in ****. However, we cannot offer any additional compensation, as we had no control over the Carrier arriving with the wrong type of trailer, nor could we remedy the situation due to **************** pick up contact releasing the vehicles to the Carrier. 
    AmeriFreight kindly requests that you review and close this case, as we have assisted ************** to the best of our abilities. We have included a copy of the refund receipt.  Should you need any further information, please contact me directly via phone at ************ or email at ***********************************************************. 
    Regards,
    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    ******************************************************************************
    ************
    ***********************************************************

    Customer Answer

    Date: 08/18/2023

     
    Complaint: 20469772

    I am rejecting this response because: From the beginning I only requested an enclosed trailer. I completed all financial obligations as required for one. Amerifrieght did not provide one. I am due reimbursement. 

    Sincerely,

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

    Business Response

    Date: 08/23/2023

    To Whom It May *********** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">
    Our COO, *******************************, spoke to ************** regarding his complaint, and we are confident that the issue is now resolved. ************** will be receiving his desired settlement amount of $500 via check.

    Additionally, we have made a change to ensure that an error of this nature will not occur in the future. Our goal is always to provide top tier customer service that allows for a hassle-free experience. We regret that ****************** experience with our company was a negative one, but we appreciate his feedback, and we are happy to have come to a resolution.

    Regards,

    *******************************
    Quality Assurance Manager
    AmeriFreight, Inc.
    ******************************** S
    **************, ** *****

    Customer Answer

    Date: 08/24/2023

     
    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.

    Sincerely,

    *************************
  • Initial Complaint

    Date:06/28/2023

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On June 4, 2023, I had Amerifreight post a bid to transport my car to their network of carriers. I was subsequently told on June 15 that a carrier had accepted the bid, and that they would need final confirmation from me as soon as possible. I gave them this confirmation and made a deposit the same day. My car was scheduled to be picked up on June 17th, and the confirmation email I received from Amerifreight actually had the name and phone number of the driver who would be picking up my car, as well as the date of pick-up. Their email specifically said that everything had been confirmed. On the 17th, I waited until 5pm for my car to be picked up without the driver arriving; at that time I decided to call the driver using the number provided. The driver answered and expressed to me that Amerifreight had not provided the requested confirmation to him, meaning that a spot on his trailer was not in fact reserved, despite Amerifreight's email stating the exact opposite, and that he would not be able to transport my car. This was now 5 days before I was supposed to move. I called Amerifreight back on the next business day, and my agent sounded incredibly surprised that the driver had said that. My agent had said that they did indeed confirm with the driver that I accepted the offer; because this had turned into a game of "he said / he said," I requested a refund from Amerifreight, which to their credit they issued within 24 hours. I ultimately went with another company that was actually able to do what they said they would and confirm a spot on a trailer.

    Business Response

    Date: 07/05/2023

    July 3rd, 2023

    To Whom It May ******************** have reviewed the details of ************ complaint, and while we  fully understand his frustrations, AmeriFreight makes it a priority to only partner with the top auto carrier companies in the industry. Proper communication throughout the auto transport process is expected of all carriers we partner with. 
    On 6/15/23, AmeriFreight sourced the carrier company CTT Auto Carrier to transport ************ vehicle from *********, ** to **********, **. The carrier company was registered and fully insured. ************ vehicle was dispatched to the carrier company with an estimated pickup date of 6/18/23 and an estimated delivery date of 6/22/23, as agreed upon both verbally and contractually by the customer. We have also provided the dispatch sheet as proof that the vehicle was dispatched to and accepted by the assigned carrier. 
    We understand the frustrations that can accompany a carrier company failing to show up at their estimated arrival time. We are happy to provide proof that the dispatch occurred as described. Unfortunately, The carrier company canceled this dispatch, but the customers refund was promptly processed as soon as the order was canceled. 
    We kindly ask that you please dismiss ************ claims, as they are unwarranted. Should you need any further information, please feel free to contact me directly. As a full refund was already issued, we are unsure what additional assistance the customer is looking for. Should you need any further information, please feel free to contact me directly.

    *********************;
    Quality Assurance Manager
    AmeriFreight, Inc. 
    **************************, D
    **************, ** 30269
    ************
    ***********************************************************

    Customer Answer

    Date: 07/05/2023

     
    Complaint: 20251703

    I am rejecting this response because: I would like to see proof that Amerifreight submitted my information to the carrier as well as proof that the carrier did indeed accept the job without notifying Amerifreight of any issues or plans to cancel.

    Sincerely,

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

    Business Response

    Date: 07/05/2023

    *********, 

    We have attached your order's dispatch sheet along with this response. When an order is dispatched via Central Dispatch, a software used by auto transport brokers and carriers in *****************, a dispatch sheet is generated. The dispatch sheet provides the carrier company with vehicle details, pick up and delivery date estimates, pick up and delivery addresses, and any other necessary details pertaining to the shipment. Once the dispatch sheet is sent to the carrier company, they must electronically accept it through Central Dispatch in order for the status to change from 'not signed' to 'dispatched'. In the Order Information section of the dispatch sheet, you will be able to see that the dispatch date was 6/15/23, meaning that the carrier received and accepted your vehicle's dispatch on that date.

    We received no notification from the carrier pertaining to any issues with your order, and we expected pick up to go as planned on the estimated pick up date. Had we been informed that the carrier could not pick up your vehicle, we would have immediately begun searching for a replacement carrier for you. Again, we apologize for the inconvenience you experienced, and we hope this clears up any confusion. 

    Thank you. 

    Customer Answer

    Date: 07/06/2023

     
    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.

    Sincerely,

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

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