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:08/05/2024

  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.

  The ********** uses Hub Group to pick up customer returns. I started the return process on July 21, and on July 22, I received this email from Hub Group: "Within the next 24 to 48 hours, we will contact you via phone to schedule the pickup of your item." After more than 48 hours had passed, I replied to the email to ask for assistance. When I received no response, I called the customer support number from the first email. The number did not allow me to access an agent, and the message was that someone would call with the next 24 to 48 hours. More days passed and then a week, and I was finally able to get a response (via email) from a representative of Hub Group, who said that I would be contacted within the next 3 to 5 days. Another week has passed, and I still have not been contacted to pick up the ********** item. The item is a 100-pound 40' ladder. I have no truck and no way of returning the item without assistance. In addition, I cannot be refunded for the item until it has actually been returned, and my window for returning the items gets smaller with every passing day and week. This company promises direct contact and scheduling within 24 to 48 hours via its initial email to customers. That message was repeated by the ********** agent I called to complain about the lack of pick up. According to **********, this pick up is the responsibility of Hub Group, so my complaint is with them. Dr. *********************

  Business Response

  Date: 08/08/2024

  Hello,  We apologize for the delays with the pickup being scheduled and completed.  We spoke to the local terminal and they advised the pickup has been scheduled for this Saturday, August 10th between 11am and 3pm.  

  Customer Answer

  Date: 08/14/2024

   
  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:07/17/2024

  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.

  I had to return some items purchased at HomeDepot and they used HubGroup for the pickup. They provided a # ************ figured everything would go smooth. Seemed pretty simple. 07/08/24 I received a call from Trkiye+90(947)10753 number and was an automated system. Naturally I did not answer thinkin it was a spam call & I did not listen to the message until I got home. The following morning at 6AM I received a call from local number. Did not answer because I was still asleep & I had no idea it was HubGroup calling for p/u. They left a message saying they would be picking up items at 7am! So I called them back about 6:30am no one answer. I checked to see if I could message ********* so happened that the caller had an iPhone. I sent him a message letting him know no one is available for pick up until 8am. They did not respond. But then I get a 2nd call from another different local # at 7:22am I also missed this call. At this time I am getting ready to head out. I called my coworker & asked him if he is near the office, he says yes I am 5 min away. I decided to call the last number back, someone answers & says sorry the driver left already, he couldn't wait! This was at 7:27am when I returned the call. I asked him okay will he be back? He said no you will have to call the ******************** OMG this company is awful! I called ********** to reschedule, I explained to them what had happen & if I can provide a time frame? They said yes, I would just have to call them directly to arrange it. I called them at the number HomeDepot provided ***************** was impossible to get passed the ** recording. I couldn't get someone live. Initially when you call the systems asked for the * #. I provided it but then said it shows pick up had been fulfilled! I could not continue giving my time to this company. I called HomeDepot back & explained my ****************** should consider a different company. This is the worst customer care I've experience in a long time.

  Business Response

  Date: 07/18/2024

  ********, we're truly sorry to hear about your experience. We strive to provide timely service and will address this issue with our team to ensure it doesn't happen again. If you have any further concerns, please don't hesitate to reach out to us at ***********************************

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 22004374
  
  I am rejecting this response because: They haven't changed the way they conduct business. They will continue use the same frustrating method and give people a hardtack and keep making people waist their time. The simple fact that you get through your AI phone system to speak to someone live is the most shady business practice.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/14/2024

  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.

  On 5/5/24, I placed an order on the ** website for a new refrigerator with a delivery date of 5/13/24. On Friday, 5/10/24, I received an automated call from ************ notifying me the delivery time was 3 - 7pm and prep instructions. On 5/13, I called at 6:20pm to check status, told they were running a little late and was on stop 4, I was stop 6. I waited until 10pm before going to bed and they still did not deliver. Woke up to a missed call and a text from ***** stating he was the driver and would be here to deliver at 11:50pm! He did not come, or my cameras would have shown it. Called, waited 25 min on hold this morning, and ***** advised the earliest she could reschedule was for Thursday, no time window available. After further discussion, she said she would escalate to the warehouse and see if they can add me for tomorrow. Not once was there an apology for the inconvenience, no communication, and was arguing as to if I actually missed the middle of the night communication. This company's practices are absolutely unacceptable. ** Order #: *********** Tracking #: ******** Shipment #: **********

  Business Response

  Date: 05/15/2024

  Hello,

         We apologize that your order was not delivered as scheduled and for the service failure that did occur on the 13th.  We have sent a request to our appliance supervisor to contact you to confirm regarding the rescheduled delivery appointment.  We do again apologize for any inconvenience this situation has caused.

• Initial Complaint

  Date:04/25/2024

  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 ordered something online and my package arrived at there carrier facility on March 27th. It is now April 25th and I still have yet to receive my package. The first time I called, they said it was delayed and would arrive the following week, which is fine because I know things happen. It didn't show up again, so again I call but this time they said it might take another week. Another week goes by, still no package. I call them again, and now they are telling me that they only come to my area once a month because it's too far too drive, (it's only 4 hours from where I live, that's less than a day of driving). They said someone would get ahold of me to schedule the delivery. ANOTHER week goes by and I hear nothing, So I call yet AGAIN, and now they've told me they might not show up until they see a reason to actually make the trip. So I asked them, "the last time you spoke to me you said you deliver once a month, so why have you not come?" since that seemed like a good enough reason to me. Their answer was, "we were already in your area on April 4th and we didn't receive your package until then." They received my package on March 27th, so they are continuing to lie to me. I spent 800 dollars just to be lied to on a weekly basis because a company refuses to do their job. I was told that I was required to be home to sign for the delivery, so I have been rearranging my schedule to stay in town to make sure I can accommodate for them. So this has been incredibly frustrating and inconvenient trying to bend over backwards for a company who seems to care less. I have been respectful and have definitely been more than patient. They either need to send me my package or send me my 800 dollars I spent on it with an apology note attached to it.

  Business Response

  Date: 04/26/2024

  Hello,

        We apologize for the lengthy delay with your order being scheduled and the delivery being completed.  Our local terminal advised they do expect to have a delivery route in your area next week and will be contacting you next week to confirm a delivery date and time window for your order.  When we spoke to them they were still working on the route so they could not provide us with more detailed information but confirmed you will receive a call from the next week regarding scheduling. 

• Initial Complaint

  Date:04/17/2024

  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.

  On March 13th, 2024 - Linn Star Transfer installed a double wall oven. Due to you employees lacking the proper experience & training - the wall oven exploded (fire) resulting in a damaged oven, wiring and kitchen cabinets. A licensed electrician said the damages will exceed $4,000 dollars. Frigidaire Double Wall Oven - Order ********** / Serial Number: ********** / Model Number ********** If this is NOT resolved ASAP - my attorney will file a class action lawsuit in the amount of $5 million dollars. Pay now or pay alot more later on! Final Warning ,

  Business Response

  Date: 04/18/2024

  I am unable to find an order in our system for this customer with the information provided. We do not do installations of appliances. 

  Customer Answer

  Date: 04/22/2024

  Hub Group et. all 

  Business Response

  Date: 04/24/2024

  Hello,

         We are not able to locate any orders in our system for this customer  and based on their first statement it seems like the services were performed by a different provider.  We are a final mile logistics company that handles the delivery of heavy and bulky freight to the final customer but our services do not include appliance installation.  Based on the information the customer has provided it seems this service was performed by a different company as again we do not offer or perform appliance installation for any customer's.  

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21589538
  
  I am rejecting this response because: 

  The business is lying.  The President/CEO and a *************** member has accepted liability for the damages.   Yes, this IS their fault! 

  HUB CLAIM # ***-7701965738

  *********************************
  Claims Specialist
  O: ************ - Ext. 10129
  ************************************ / Hubgroup.com

   

  ************,
  Im sorry to hear about this.  I have included ******************* who leads our final mile team and ***************** who leads customer care.  I appreciate you reaching out and we will take this seriously and expeditiously revert back.  Our apologies once again on the experience with our team as we take your satisfaction very seriously.
  Phil
  
  ***************************, President, CEO & Vice Chairman
  O: ************  C: ************  
  ******************************** / hubgroup.com

   

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

  Business Response

  Date: 04/29/2024

  Hello,

       We apologize based on the response this may be with a different division of Hub Group but unfortunately, we in Final Mile do not have access to these orders or any of the order details or service information.  It seems the customer does have communication from the correct division of Hub Group and their claims department and they would need to communicate with that group for further assistance moving forward.

• Initial Complaint

  Date:03/11/2024

  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.

  On 2/19 this company delivered an item that was damaged by them in transit. I've been trying to get them to pick it up and return it ever since. A total of 3 weeks. They've lied outright and hung up on me. Most recently being today when they told me I was on the schedule for tomorrow and would receive a text with an approximate time. When the text didn't arrive I called them back only to be told that I wasn't on the schedule after all.Since they won't pick up and return the damaged item so the selling business can issue a refund they need to issue the refund themselves.

  Business Response

  Date: 03/13/2024

  We apologize for the delay with the return being scheduled and completed.  Our system reflects the order under tracking number R8340959 is scheduled to be picked up today, March 13th between 8am and noon.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21419434
  
  I am rejecting this response because: the pick up wasn't completed by 12pm. The BBB is going to close this case anyway but I want it to show that I was not satisfied with the company's response. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a partial patio layout from HD. Had confirmation from NSD which is the last mile delivery for Hub Group. Waited at home for the delivery `11am to 3pm on a Saturday. Nothing. No text, no phone call no nothing except on their tracking it showed ******** attempted (NOPE) customer rescheduled (NOPE) and then crickets. I called their office and was told we do not know anything until Monday and it will be update. Well as you can probably guess that has not happened either.Spoke with HD on Saturday they called NSD and were hung up on three times. Whoosh goes their customer service. HD asked me to wait until today for delivery which I knew was going to be a huge cluster fk because that was not going to happen. During the weekend I checked out this company, they have gobs of complaints that are not settled, lies strewn about like papers about delivery, lost items and even deliveries made to customers, and they were not as video footage shows. I want to make sure that this company parent company Hub Group knows what a total s**** up their Last Mile is. How they even have contracts with ********** and Amazon is beyond me since I know a company has to be Avetta Compliant to serve Amazon and this company is not even following any type of ethical representation .I don't even want to deal with them as it seems they just run you around and I don't have time for their stories. Someone needs to file a class action suit on them.

  Business Response

  Date: 03/05/2024

  Suz-we're sorry to hear about your frustrating experience. We understand how important timely and efficient customer service is. We appreciate your feedback and will work on improving our communication and scheduling processes. Thank you for bringing this to our attention. Please provide your NSD/Hubgroup tracking number at ********************************** to better assist with getting your delivery scheduled as soon as possible. Thank you.

• Initial Complaint

  Date:02/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called and emailed and chatted over 8 times to schedule the delivery of my 3 piece couch and ottoman No response. My order was supposed to be delivered BY today at the latest and it hasn't even been scheduled! I'm paying financing on couches sitting in their warehouse that they won't deliver. Literally 14 min from my house. They won't respond to ************* the initial place I bought the couches .

  Business Response

  Date: 02/29/2024

  We apologize for the delay with your order being scheduled and for the communication failures that have occurred. We have been made aware the local terminal is having significant delays and we are working to resolve those issues. We are currently working with our terminal management team to ensure your order is updated and you are contacted to confirm a delivery appointment.  As soon as we have more details or a further update, we will be in contact again to advise.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture 12/17/2023 from *************. My understanding was that the furniture was to arrive at the delivery terminal January 25-February 1st, 2024. It arrived January 29th, docked, at 3:44PM. I know this because I have been making attempts to contact ************* to find the furniture and through my own efforts, tracked down who they used to delivery the furniture, which is your company, the Hub Group. I understand there is some ownership transition very recently but I don't really care about that. My issue lies in the fact that for almost a month now, almost $5000 worth of my money is sitting in a warehouse awaiting delivery to my home. Whether it is failure on your company's part or the seller's part to provide instruction on what to do next with it, it is irrelevant to me. On 2/23/24, a HUB representative contacted me over the phone and indicated to me that someone would be contacting me today, 2/26/24 via phone, text or email to arrange delivery of my merchandise. This did not occur. There is no legitimate excuse for failure to communicate with a customer regarding delivery. Someone within your organization is failing to provide logistical support and that is trickling down to the customer. This looks bad all the way around. I would like someone to remedy this problem and arrange to have my merchandise delivered immediately or provide a logical explanation as to why I have almost $5000 sitting in a warehouse collecting dust.

  Business Response

  Date: 02/28/2024

  Hello sorry about your delivery experience and for the delay, currently your delivery is scheduled for 02/28/2024 between the hours of 2pm-6pm If you have any questions, please feel free to email us at ***********************************

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a Vanity through *********** I was told it would arrive by Feb. 21st through NonStopDelivery - aka Hub Group. I received a text message on 2/14/24 stating my package would be delivered on 2/15/24. Great. So I put in for time off to be there since the weather has been horrible and didn't want it left outside in the rain. I received an email this morning 2/15/24 stating that it will not be delivered until 2/29 - 14 days after the original delivery date. I am out $600 for taking time off because of this company. I also talked with ****** and she told me it was being delivered because there wasn't enough on the truck for it to be delivered - this should not be my problem. No explanation for why they called on 2/14, when they clearly new then that there wasn't enough. BUT, come to find out this is very common with this company.

  Business Response

  Date: 02/16/2024

  ********-  we apologize for the inconvenience caused by the delay in your delivery. We understand your frustration and we take full responsibility for the miscommunication. Please know that we are working to improve our processes to ensure this doesn't happen again in the future. Thank you for bringing this to our attention. If you are still in need of any assistance, please contact us at ***********************************

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21298293
  
  I am rejecting this response because: all they sent was a generic apology. They either need to reimburse me something for the time I took off, or get my delivery to me before 2/29/24.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/21/2024

  ********- sorry again about the delay of your delivery and any inconvenience we may have caused you. We are currently working on get this scheduled soon as possible, it' currently has been scheduled for 02/29/2024 we are trying to get an earlier date if possible. If you have any questions, please contact us at *********************************** thank you.