Complaints

This profile includes complaints for Hub Group, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hub Group, Inc

  2001 Hub Group Way Oak Brook, IL 60523

• 

  Hub Group, Inc

  PO Box 7047 Downers Grove, IL 60515-7093

• 

  Hub Group, Inc

  2000 Clearwater Drive Oak Brook, IL 60523-8809

• 

  Hub Group

  4385 Commercial Avenue Portage, MI 49024

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:07/28/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 March 11th, 2025, I had an accident in which a commercial vehicle owned by HUB Group with an Indiana license plate ******* and driven by ***** ******, this accident happened in *********** at the interchange between the Westbound 60 FWY, and the Southbound I710 FWY, it was determined that the Commercial truck was at fault and I started talking to ****** ********* over email, she is a Claims liability specialist, she told me that Hub group was self-insured and that they would reimburse me for the repairs and the rental car that I needed to commute while my car was being repaired, they approved the estimate and my car was repaired. I submitted proof of payment and final invoice for the repair and the rental car on 06/06/2025, and ****** acknowledged receipt and mentioned that the check(s) would be mailed to my address within 2 weeks, at this point in time on 07/28/2025, I have not received payment and I have communicated regularly (At least one a week) with ****** and Hub group, and all they are responding is that my payment is on "pending approval status" by their CEO, and the status has not changed in over a month. The payment amounts are: $6,523.84 for the car repairs, and $1,475.25 for the rental car, for a total amount of $7,999.09

  Business Response

  Date: 08/13/2025

  **** - Sorry to hear about your what happened please contact our claims department at *************************************************************** to better assist you with all your details. If you have any questions please feel free to contact us at ******************

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23665522
  
  I am rejecting this response because: I have been in touch with your claims department since day one, I am in direct contact with ****** ********* as shown in the attachments, and I was also ignored 3 different times when I emailed ***** ********, a manager in your claims department, I need a direct resolution as it has been more than 2 months since I provided proof of payment at this point.
  
  Sincerely,
  
  **** ********* ******

• Initial Complaint

  Date:07/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 purchased an item on June 23 and it went through 2 carriers. The first carrier said they delivered the package to Hub Group on July 15 for final delivery. I confirmed with Hub Group **************** that they had the package in a city under 2 hours from me and that it was "in transit" on July 15 with an ETA of July 24. Today(July 25) I reached out to Hub Group again to see where my package was. Now Hub Group is saying they never received the package. I don't know which time I was lied to, but supposedly this package has been 2 hours away from me for 10 days now and was never delivered.

• Initial Complaint

  Date:07/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Subject: Urgent Assistance Required Delayed Delivery of Patio Door (Order Date: June 19, 2025)Hello,My name is **** *******, and I am writing from *******, ** regarding a patio door I purchased from ********** on June 19, 2025, totaling $2,********* the time of purchase, the scheduled delivery date was set for July 16, 2025. On that date, I was notified by **** Trucking that the door had been delivered to Hub Group Final Mile, located at ********************************************************************************, and was signed for by an individual named ******* D. at 9:05 AM.**** Trucking Tracking Number: 022-2996845 Hub Group Tracking Number: ******** Since July 16, I have not received any updates regarding a revised delivery date. Despite multiple calls to customer service, Ive only been told that I would receive a callback within 2448 hours. Unfortunately, I have not received a single follow-up over the past two weeks.On July 22, 2025, the tracking information was updated to indicate that a dock sweep was completed and that the shipment was confirmed to be at the local NSD terminal.This situation has become extremely frustrating. The shipment is just 88 miles from my home, yet I have no visibility or control over when it will be delivered. I had secured a contractor to install the doorafter weeks of trying to align with their scheduleand have now lost the deposit due to the missed appointment. Without a confirmed delivery date, I am unable to reschedule the installation.Additionally, I want to express my disappointment in the lack of professionalism and empathy demonstrated by the customer service representatives Ive spoken with. Each interaction left me feeling dismissed, and no one offered any meaningful assistance or resolution.I kindly request immediate attention to this matter and a firm delivery date for my order. I appreciate your prompt response to help resolve this issue.Sincerely,****

• Initial Complaint

  Date:07/24/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered a 800$ flat screen tv from ****** and this company was the company to deliver it in its final miles and they have failed all the way around. Still haven't got my tv, trying to get ahold of anyone is a joke and all it keeps saying is delivery scheduled. Problem is they never call to actually get it scheduled.

• Initial Complaint

  Date:07/11/2025

  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.

  I work from home full-time and have multiple motion-activated Ring cameras covering every entrance. I scheduled a ** appliance delivery through Hub Group Final Mile and they falsely claimed I wasnt home on three separate delivery attempts. They never showed up. No truck. No knock. No call. No voicemail. My cameras confirm no one ever attempted delivery on any of those ******* make matters worse, they never once called me to confirm or reschedule, even though they had my correct number. I was given a local dispatch number *************), which went unanswered and offered no resolution. When I tried to contact their customer service, they refused to provide any direct help or accountability, and I was left in the dark after wasting multiple workdays waiting.Hub Groups Final Mile delivery team has shown blatant incompetence, zero communication, and a complete lack of professionalism. This has caused me to miss work hours and delayed essential appliance delivery despite me being home and prepared every time.This behavior is deceptive, negligent, and unacceptable from a logistics provider entrusted by major retailers like **. They failed to meet their commitment and wasted my time without a single valid excuse.

  Business Response

  Date: 07/27/2025

  *** - we are deeply apologizing about the delay of your delivery and any inconvenience this may have caused. We are currently working with upper management to getting this resolved a quickly as possible. If you have any questions, please email us at ********************************** to better assist you. 

  Thank you,

  Final Mile Extra Mile Team. 

• Initial Complaint

  Date:07/10/2025

  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.

  ********** return was scheduled to be picked up by Hub Group. On the day the return was scheduled to be picked up I received a text message from Hub Group that their truck broke down and they needed to reschedule. After multiple calls to both Hub Group and ********** 3 weeks have passed and we still do not have our return picked up or scheduled to be picked up. The package was damaged when we received it (not sure if Hub Group delivered it as well) but we are unable to get a refund until the return is processed.

  Business Response

  Date: 07/11/2025

  We apologize for the delay with your return order being rescheduled.  Unfortunately, we were not able to speak to the local terminal scheduler today when we called.  However, we have sent a priority request to the local terminal for further assistance with having the pickup  rescheduled. 

• Initial Complaint

  Date:07/09/2025

  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.

  I bought a pool through a third party seller (Spreetail) on 6/14/25. Spreetail used HUB shipping to ship said item. Original delivery was supposed to be June 23rd Delivery never happened. Called spreetail, they reshipped with tracking number this time. No delivery as of yet and it says it is a hour away for the last 5 days. I cant get through on the phone. Online chat says it cant find my tracking info to me. I just want my pool.

  Business Response

  Date: 07/10/2025

  We apologize for the delay with the order being updated and delivered.  Our records reflect the local terminal confirmed the order is at their location today, July 10th and we are working with that location for a date the order will be delivered to your location.  We will advise once we do have the confirmed delivery date from the local terminal.

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23575423
  
  I am rejecting this response because:
  It has been at your Flint terminal since the 3rd and I still only have an estimated date between the 14th -16th.  Spreetail has also communicated with you and it has not yet been delivered. Again this is the second order of a pool where the 1st apparently was completely lost by this transportation co.  So I would love for my second one to be delivered since it is only a half hour from my house. 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/14/2025

  Our records indicate your order is out for delivery today, July 14th.  Please let us know if you do not receive the delivery today as scheduled

• Initial Complaint

  Date:07/08/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Delivery was set up three times by your company and was cancelled three times due to a lack of personnel to install the ** Monogram. refrigerator. Your customer relations department has been very rude and unresponsive to our request. We have been without a fridge since June 2.Dr. **** *******

• Initial Complaint

  Date:07/08/2025

  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.

  I issued a return with ********** on May 31st and was told that their contractor, Hub Group Final Mile would call me to schedule the pickup as I am unable to return the item myself. I never received a call, so I called multiple times over the next several weeks to try and get the pick-up scheduled. I was told various things on numerous occasions, including that they couldn't get a hold of the local dispatch site, and always that "a supervisor will call you back." Of course, I never received a call from a supervisor, and then they simply stopped picking up my calls. I have called over 10 times, waited for a collective hours on hold, and tried their live chat option. I finally reached out to **********, who recommended re-issuing the return. I did reissue the return, was told I would receive a call for the item to be picked up by Hub Group Final Mile. I never received a call, so called them with a new tracking number, finally got through, let the agent know I couldn't hear her well and then she hung up on me. I am unable to contact anybody in this company.

  Business Response

  Date: 07/09/2025

  Hello,

         We apologize for the delay with your pickup being completed and for the communication difficulties.  We have been made aware the local terminal is having significant delays and we are working to resolve those issues.  Unfortunately, we were not able to speak to the local terminal scheduler today when we called.  However, we have sent a priority follow up request to the local terminal for further assistance with having the pickup scheduled.  As soon as we have a response or any further update, we will be in contact again to advise.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23570423
  
  I am rejecting this response because:  I have been told this before when I have actually been able to connect with somebody on the phone (specifically, I have been told that they could not get a hold of the local center, but that they would call me back).  The first time I got that response was weeks ago.  I have never received a call back.  I expect some form of communication - I have never been contacted by Hub Group throughout this entire process, despite every "resolution" ending with "we will give you a call in 1-2 days."  
  
  Sincerely,
  
  *** *********

  Business Response

  Date: 07/11/2025

  We are currently still working to have the return order scheduled with the local terminal.  We will provide a further update once we have more information we are able to provide,

• Initial Complaint

  Date:07/07/2025

  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.

  I contacted ********** to pick up a delivered item (775 lbs of wood) that i no longer needed in mid june. They said Hub Group would contact me with pickup scheduling. I have scheduled one pick up, and Hub Group no called no showed at the time frame I selected. 1500 to 1900. They said they came earlier in the morning and I wasnt there. They keep sending notoces that they are coming the next day and dont show up. You cannot get anyone on the phone to help. And they reach out to you all through bots. I just called corporate twice, the secretary says she cant give out the cuatomer service number, says she will connect you then your phone gets terminated. What on earth is going on with this company. Please just let me talk to someone about picking up my load.

  Business Response

  Date: 07/23/2025

  We apologize for the difficulties with scheduling and for the delay with the pickup being completed. Our records indicate that the orders were picked up on July 16th.  Please let us know if you have any questions or if we can be of further assistance in any way.