Complaints

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

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• 

  Pilot Air Freight, Inc.

  2 Braxton Way Ste 400 Glen Mills, PA 19342-2379

  
• 

  Pilot New York - JFK

  14558 167th St Jamaica, NY 11434-5225

• 

  Pilot Freight Services

  826 National Dr Ste 190 Sacramento, CA 95834-1196

• 

  Pilot Freight Services

  1405 Heil Quaker Blvd. Suite B La Vergne, TN 37086

• 

  Pilot Air Freight, Inc.

  2400 Alamo Ave SE Albuquerque, NM 87106-3254

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  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.

  Transaction dates: March 8, 2025 paid $1,092.52 May 18th 2025 paid $935.60. 1st stove sparked and caused damage on wall. Whirlpool sent out 3rd party to inspect, and verified it was installers error. Contacted ******, then they contacted 3rd party delivery. MAERSK agreed to pay us $1,200 but now unable to cash check. We were supposed to us this check to buy new stove but I put on our credit card. Bank won't allow us to cash and won't give us any info. We have funds available but my guess is check was stopped after mailed out. We need this money. I have emails from ****** and *****. We did BBB before and closed the case as I thought this was resolved. I want this left open until funds have been in our hands and resolved. Bank stamped check and I will not be going back with that check. This has been a nightmare and will never ever buy from ****** to have this 3rd party delivery (Maersk). So far I have not gotten anywhere.

  Business Response

  Date: 06/16/2025

  Please see the response below provided by our CLAIMS team regarding the refund check.

   

  "I did connect with the claimant this last Friday, we have voided the current check and have requested a new check be sent via FedEx.
  However, please note it is my opinion that our check is not the problem in this situation - I do not feel that sending a new check is going to help the claimant in any fashion. We have urged the claimant to work with their banking institution to determine the root cause."
  

  "To help address the claimant's demand/wishes, I approved the above and made the claimant aware of my concerns."
  
  Thanks,
  ***** *********
  Senior Team Manager
  Final Mile Home Delivery Claims
  
  ******************************
  *****************************
  *************************************************************************

  Customer Answer

  Date: 06/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23466022
  
  I am rejecting this response because: the check is the issue; why would the bank stamp the check? Do not close this case until a check is cleared/cashed. This is a serious matter with money involved that we need. We would still be without a stove if I didn't use my credit card to purchase a new stove and almost started a fire. 
  
  He said they will be sending me tracking information from where the check will be sent out. 
  
  
  Regards,
  
  ******** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/26/2025

  BBB Team,
  Response back from ***** ********* **** Team Manager / Final Mile Home Delivery Claims)
  
  6/24 Response to claim
  Greetings *******,
  "The claimant did get a check with a tracking #.  The claimant confirmed they deposited the funds in their bank and are currently waiting for funds to clear.
  Please let me know if you have any questions or need anything else."
  

  6/25 follow up response to claim
  "FYI - Claimant has confirmed that funds cleared."

  
  

  Customer Answer

  Date: 06/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******** ********
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a washer/dryer tower and refrigerator plus delivery "delivery, install, haul away" service from Lowes on 4-11-25. When delivery 4-17-25 showed up the following occurred:Delivery agents had over whelming smell of weed, and did not want to deliver to point of use nor install. They did not pull into driveway, so they drug the items across the driveway. Finally agreed to take items to point of use, caused damage in stair well and refused to place tower in pan, rather left the unit in middle of room. New homes require pan for units prior to home inspection, not able to use outside of pan. handles / parts were also missing from frig, so we had to go to store to get additional parts. We spoke to 2 managers ***** ******* and I believe ***** or *****. We were assured they would send someone out to move the unit to required pan for use. To date this has not been resolved. We spoke with ****** ***** at Maersk without resolve and refused to escalate the call to ***** *******.

  Business Response

  Date: 05/19/2025

  Please see the response from ***** ******* (Our Maersk CX Manager for the Lowes Account....

  Upon reviewing the information provided, it appears that the original team did not feel safe placing the washer and dryer in the installed drain pan due to concerns about potentially damaging the appliances or the home. Their notes indicate that they attempted to explain this to Mr. *********** they installed the units with the new accessories, they did not place them on the drain pan for the aforementioned reasons. 
  To help resolve the issue, I see that a service call has been scheduled for tomorrow, May 15, to attempt to place the stackable washer/dryer combination on the installed drain pan. It is important to note that both the refrigerator and washing tower appear to be floor models and would have been sold "as is." There is no evidence that these were new appliances, as they would have been delivered in their original packaging and unboxed at the residence. Scratches and missing parts were documented with pictures, and any missing pieces would have been the responsibility of Lowes. 
  Regarding the damage claim of the stairs, our claims department has coordinated with the contractor to settle the property claim,and this should be resolved promptly. Feedback has also been shared regarding the claim of the smell of substances. 
  In summary, the issue is attempting to be resolved on our end with a service task for tomorrow and claims has confirmed that the contractor has agreed to settle the claim with Mr. ****** We have also raised concerns about the smell of substances and regarding any missing pieces for the refrigerator would not have been a fault of the delivery team. The appliances were installed where the customer wanted, and the team fulfilled all except the placing in the drain pan which was not done out of fear of damage to the home.
  

  Kind Regards
   ***** ********
  Customer Experience Manager/********************** Lowes

   

  Claim Settlement Response....

  Greetings All,
  
  I have extended a settlement offer to the claimant in regard to their PD. 
  At this time, the claimant is going to think about our offer and confirm in the following days if they wish to proceed. 
  
  Thanks,
  
  ***** *********
  Senior Team Manager
  Final Mile Home Delivery Claims

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought a 75 inch tv from ******* . I had to return it due to it not working. ******* had pilot freight service to pick it up from my house. After picking up the TV I noticed that I couldn't track it using the website. Then it went from SC To IDaho and back to SC.. Then I got a message telling me that I had to pay $100 for insurance for them to release my item. And yes I have screenshots. Now you can't even track the item anymore

  Business Response

  Date: 04/29/2025

  The web address provided by the customer is not one that ********************** (formally Pilot Freight Services) uses.  Our domestic address for shipment tracking was ************************************** and rebranded to show  *********************************.   The customer would not be able to track on the website he was provided; however, we were able to track on ********************************* and the freight moved within our network and delivered back to ******* on 4/22/25.  Hard Copy proof of delivery attached.

  This looks to be a scam site, and we reported this our ***************** to investigate so we can see how we can shut down this site address.

  We will also contact the customer to see where he received this website address to maybe identify the source.

  Thanks a lot

     ****

   

• Initial Complaint

  Date:12/19/2024

  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 was chatting with representative from Maersk regarding shipment of order from World Market. This company has cancelled the shipment twice. I also asked the representative for the address for Maersk to file this complaint and he refused to give it.I order this product on 11/8/24. I still have not received the item. World Market states it was shipped and this company says call the vendor. This is completely ridiculous. I need assistance to either be fully refunded or to get my product by Christmas.Thank you.

  Business Response

  Date: 02/13/2025

  This was a shipment handled by our Furniture Direct team.  This transportation for service is typically ***** days at time of tender to Pilot/Maersk.  
  
  The first order was tendered to Maersk 11/20 and moved through one of the 3rd party carriers that contract with Maersk.  These are specialized carriers that typically have very long transportation times to move to destination.  The shipment was never closed out as a "Lost Shipment" in our systems, just that the order took an unusually long time to arriving to our delivery destination; however, there was no escalation brought to Maersk's attention from World Market about the delay.    World Market may assume that the order was lost and re-shipped the product on behalf of the customer.  
  
  ********************** received the replacement order from World Market on 12/12, it was unfortunately not possible to deliver before Christmas as the customer desired due to the typical lengthy transit times.  Please keep in mind that there are no guaranteed delivery dates for this segment of business with World Market.  It was advised to the World Market that the shipment would not arrive before 12/23 as the customer desired. The customer needed it before 12/23 before they left the country later that month.   The instruction from World Market was to then cancel the delivery with the customer.
  
  Both orders did eventually arrive to our destination station on 12/31/24, but by that time both orders were canceled by World Market.
  
  Best Regards,
      ****
  
  Regards,
  
  **** ****
  Sr. Manager CX - ** Middle/Final Mile 

• Initial Complaint

  Date:10/11/2024

  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.

  The item was initially left in an unsafe spot while I was at work. Driver ****** asked if I would like him to pick it back up, and I told him yes. I never heard back on the status. When I got home, I texted to state I didn't see the item, so I texted to request it be delivered and received no response. I have tried multiple times to contact the company but they leave you on hold and then hang up. I also tried to file a dispute with my bank but they cannot do anything as the shipper marked it as delivered. I should not have to pay for an item I didn't receive! I want a full refund as I have now purchased another bed since this has been over 2 months since this one was ordered. I am attaching screenshots of the texts, but I am not sure how to attach copies of the voicemail from ******.

  Business Response

  Date: 02/11/2025

  Client: **********
  Contract Service Required was BASIC delivery = Deliver outside the residence or delivery site
  Signature is required for delivery
  
  Although the driver arrived at the delivery site within the delivery time window, unfortunately the driver did not obtain a signature at the time of delivery. 
  The hard copy proof of delivery does have an electronic signature for ******* *********, however, that could be a false entry if Ms ********* claims she did not sign.  The driver should have provided pictures of the delivery as part of the process, but again unfortunately did not do so.
  
  If the customer is raising the complaint that she did not receive the item, then The ********** can file a claim against Pilot for lost product if we did not follow the delivery protocols.  Claims will review and work with ********** on any disputes
  
  All customer refunds will need to come from the vendor or company of purchase.  
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:07/12/2024

  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.

  Half of my bed was delivered. The other half was scheduled for 7/9, no one ever showed up or called. Online says rescheduled for 7/10, no one ever shows up or calls. Again tracking says rescheduled this time for 7/11. I get a call morning of 7/11 to find out I won't be getting my items once an again as they never got loaded to the truck. However representative guarantee would be delivered the next day 7/12. 7/12 morning I call and speak with manager ***. *** advised the remaining parts of bed will be delivered today but not my dining table as they can't find it. This was not the information I received previous day. *** advised he was going to look for able in warehouse and call me back. Around 2pm 7/12 I calls *** back for him to advised they can't locate the table they said they would be delivering and the remaining parts of my bed also won't be delivered because the driver left it! Only ordered me to contact *******.

  Customer Answer

  Date: 12/09/2024

  I have not received any correspondence 

  Business Response

  Date: 12/20/2024

  Unfortunately we were not able to complete this delivery.    The last notes in the Wayfair system states that this was lost in transit.

   

  Confirmed Not On Dock

  16/07/24 16:23:41

  rfolster

  No downstream movement on PO - CNOD Deemed LIT

   

   

   

  ***** R. ********

  District Manager   

• Initial Complaint

  Date:07/02/2024

  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.

  Subject: Formal Complaint Regarding Missing Refund and ********************** Service Dear ******* Customer Service,I am writing to formally complain about a series of issues related to my recent orders and the unprofessional conduct of your courier delivery service, Pilot Air Freight. 1. **Missing Refund for Order #*******-92148169**Order Date: Friday, June 21, 2024 Tracking Number: ********* (Pilot Air Freight)I have yet to receive the refund for the above order, despite multiple follow-ups. The unprofessionalism displayed by Pilot Air Freight during the delivery process has added to my frustration. This delay in processing my refund is unacceptable. I am requesting that you immediately return to pick up the television as I didn't sign for it as directed, it was left out in the lobby of my apartment building. I have received several emails from the rental office requesting immediate removal of the television. The drivers refused to respond to both myself and ******* customer service since Friday afternoon. Thank you for your cooperation.Sincerely,****** ******

  Business Response

  Date: 02/11/2025

  Client:  Walmart
  Service for the shipment was defined as BSR (Basic Signature Release), which means that ******* requirement for service is that we are permitted to leave item outside of the home or residence complex in a safe location, not compromised by bad weather conditions.
  
  The delivery was made according to the contract Pilot has with ********
  
  ******* will separately contact their customer and advise them they would need to be home to sign the item.  We see this all the time with ******* shipments where the services they instruct us to perform do not reflect what service they are sharing with their customer.  
  
  The driver made the delivery and was unable to return to the site to perform the additional service the consumer was looking for.
  
  If the customer wanted an upgrade in the service, she would need to contact Walmart 
  
  We did return to make the pick-up on 7/11 from Ms ******** apt complex.  Freight was returned back to ******* on 7/17 where ******* then should have refunded *** ******
  
  Resolved
  

  
  

• Initial Complaint

  Date:04/29/2024

  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.

  This company was originally scheduled to make a delivery for me on April 23rd but I was text that the delivery would take place on April 18th instead except that didn't happen. They went to the wrong address! Can't read I guess. So they did finally deliver on April 22nd. Great right? Wrong! They delivered to the parking lot outside of the building and they never bothered to let me know until 2 days after delivery was made. This was a dining room set that cost me $400.00 and it was left sitting in a parking lot! Unacceptable! The company that sells this dining room set was not happy either and suggested I file a complaint with you.

  Business Response

  Date: 05/21/2024

  This shipment cannot be identified with the information provided. Please provide the shipment number.

  Customer Answer

  Date: 05/25/2024

  Shipment number *********

  Customer Answer

  Date: 05/29/2024

  Shipment number 378967165

• Initial Complaint

  Date:07/31/2023

  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 May 23, 2023, Pilot, A ****** Company, agreed to send me a check in the amount of $50 to compensate for damage done to my bed when delivering and setting up a mattress and adjustable frame in March 2023. I purchased the mattress and adjustable frame from Mattress Firm and Pilot delivered the products on behalf of Mattress Firm. I communicated via email with a Final Mile Station Manager from Pilot regarding the damage claim. The manager stated on May 23, 2023 that a check would be sent out to me and "Please give 7 to 10 day[s] for regular mail." The local address for the Pilot office associated with this complaint is **** ********* *** Odenton, MD *****. On June 29, 2023 when I had not received the check, I emailed the Pilot manager again to inform him of this. The manager indicated that he would follow-up with me by that Friday, which was June 30th. When I did not hear back from the manager, I emailed Pilot again on July 10th for a status update. I did not receive a response. I emailed again on July 21st and was told that Pilot would get back to me shortly. I responded on July 23rd and said it had been two months since I was told I would receive the check in 7-10 business days. I informed them that a response regarding the status of the promised check was merited within a day or two. As of July 31st, Pilot has not responded.

  Business Response

  Date: 08/10/2023

  The station manager was contacted to find out the status of the compensation. He stated that they had tried contacting the consignee via text messages and left voice messages that were not returned. The manager states that the compensation was sent today, August 10.

  Customer Answer

  Date: 08/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I was never sent any text messages nor voicemail. This is false. There is no record of this at all because it never happened. These false statements suggest that Pilot had been responsive, which is not true. I had not received any correspondence for weeks, despite multiple emails, until submitting this complaint. Pilot called me on August 10th and 11th. I have phone records of these calls. I spoke with the manager on the 11th. No payment has been sent to date. I was told the contractor who completed my delivery in March would drop off the $50 payment. I spoke with the contractor on August 15th. He was supposed to deliver payment on the 15th, but this has not happened yet. 
  
  Regards,
  
  *********************

  Customer Answer

  Date: 08/30/2023

  No payment has been received as of August 30, 2023. I was supposed to receive the payment of $50 on August 15th, but they did not follow through and have not contacted me since.

• Initial Complaint

  Date:07/06/2023

  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.

  I bought a TV from ******* on Jun 24, 2023 and the delivery date was scheduled to Jul 03, 2023.On the July 3 at the morning 10:36am I saw a notification that the item was delivered. Im living in a apartment and all the deliveries is done to the Front Desk and if need signature they do this.I went to the concierge to get my Tv and for my surprise my TV was not there. The Front Desk gentleman said anything was delivered. And the item is one TV 75 inch, so easy to find.I did call ******* and he said they can do anything because was signed by me and this is not true, like I said all the deliveries is signed by front desk.They don't have any proof of the delivery , nothing, so I want my TV or my money back The ******* order ID: *************************************** tracking id: *********

  Business Response

  Date: 07/07/2023

  Our apologies to the consignee. The first POD was incorrectly entered against this shipment. This POD has since been removed. Our shipment information shows that the shipment was delivered on 7/7/23 at 8:27 AM.

  Customer Answer

  Date: 07/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ***************************