ComplaintsforAires

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business provided me with a client tenant and overpaid the rent when the tenant left early. They asked for three months rent back. I sent only two, because they had filed a 1099 with the IRS for the $3200 month of December payment. I asked for a revised 1099 correcting their error. Today they refused, and again asked for the $$. I fear that if I do not return it (and eat the tax ), they with try to hurt my credit. Thank you

  

  Business response

  03/27/2023

  Dear Sir,

  I cannot locate a file regarding your complaint.   I would appreciate it if you would please advise the transferee name to help me research the case.

   

  Thank you.
  

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. i HAVE BEEN ASKED TO BETTER ISENTIFY THEIR CLIENT.  HER NAME IS ***** ****** AND THEY HAVE A ***** ****** ****** ASSIGNED.  NO OFFER OF RESTITUTIOPN YET.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ****

  

  Business response

  05/17/2023

  The landlord returned the overpaid rent back to Aires.
  The Aires Client Service Manager was in contact with him and the issue has been resolved.
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I moved from Michigan to Colorado under the assumption that this relocation agency would help me, as they told me. I was in contact with agents in the beginning of September 2022 planning for a move at the end of October. This gave AIRES nearly two months to provide me with information on permanent and or temporary housing, neither of which they did. For two months. In fact, it was nearly impossible to get any sort of response until I mentioned seeking legal action. Because of their false advertising, I was forced to drive 1,300+ miles and live out of my car for a weak without any of my belongings or property. Then when I sought reimbursement for airfare, as my policy states I am allowed while living in temporary housing (I would consider my car temporary), they refused to reimburse me. They then proceeded to mislead me further by saying that my company that hired me directly, is not approving of the reimbursement. After speaking to multiple managers at my company, including HR, hiring managers and the business manager, they ALL informed me that it was in fact AIRES that refused to accept my reimbursement. Not only is this company extremely misleading and unreliable, they will not compensate you for their own mistakes, and their errors come at the clients expense. I am very disappointed with the entire process and experience I have had with AIRES and certainly would want an investigation into their false advertisements/misleading information. I would like to reiterate that none of this would even be a discussion had the company found me some sort of shelter like they advertised.

  

  Business response

  11/09/2022

  Aires is the third party relocation company hired by the customer’s employer to assist her with a relocation from ******** ** ** ******* ***  Our role is to administer the relocation benefits offered within her employer’s policy while complying with the guidelines they provided to Aires.
  
  We received an authorization from her employer on 9/15/22 and Aires contacted The customer the next day on 9/16/22. 
  Aires Policy & Property Consultant had a call with the customer on 9/21/22 to review policy, complete a needs assessment, and review her benefit package which included a financial limit on the total amount of expenses they would cover of which she was aware.
  During this call the customer confirmed that she would like to use the funds available to assist with a household goods move, temporary living, final trip reimbursement and if any funds remained, in the form of a misc. allowance.
  
  Aires Mobility Specialist also had a call with her on 9/30/22 and during this needs assessment she informed Aires that she needed to be in Colorado by 10/24/22 and that she also had 5 pets (4 cats and 1 rabbit) and she would most likely do a self-move to save funds for other benefits.  The customer said they would touch base and she would keep the Mobility Specialist updated as to her anticipated check-in date after she firmed up other plans.
  
  On Saturday 10/15 when our offices are closed, she emailed our Mobility Specialist for shipment options.   Aires replied to her on 10/18 that her most urgent need would likely be temporary living at destination before shipping and that Aires would search options for her.  
  
  Options for temporary living that will allow pets are much more limited, especially with the number of pets she owns.  The Aires Mobility Specialist sourced options which can take a few days. He updated her on 10/21/22 that we were still looking for options and informed her that she could bridge the gap by staying in a hotel until we found something for her. She said that she would look into a pet-friendly hotel until we found her temporary housing.
  
  On 10/24 she claimed she had no money from expenses that she submitted to Aires on Saturday, 10/22/22.  The customer’s expense submission was audited and reimbursement funds were direct deposited to her bank account on 10/27 & 10/28 which is well within the timeframe agreed upon with her employer.
  
  On 10/25/22 The customer’s partner reached out to see if Aires can set up direct payment with a hotel they found to stay at from 10/25-11/1. The Mobility Specialist advised The customer that we could likely do this and that we had some options for apartments coming back. That same day Aires temporary living partner that looked into setting up the direct bill for the hotel told us, “the hotel stated the guest had checked out and went to a different hotel. In addition, they stated they are not able to rent the room they were in due to pet cleanings. They were not aware of all the animals the guest had brought with her. Please view the note below from the hotel: Unfortunately, we will not be able to rent the room to your client. Housekeeping has informed the room is not rentable due to pet issues. Not sure why litter was in the shower which they may have had another animal with them .  Hay / grass was on the carpet.  We will need to place the room out of inventory until we are able to schedule the proper cleaning for the room.” 
  
  Aires Mobility Specialist asked our partner to research other hotels but they only found one, and it had a two pet limit, but other options for alternate stay were provided and confirmation was given to The customer. The customer asked the Mobility Specialist for his mangers contact information which he provided.
  
  On 10/26/22 the Policy & Property Consultant requested proof of payment from the customer for lodging during her final trip which is required by her employer which she provided. She also asked the customer if she would like to receive the misc. allowance payment.  
  
  The customer emailed stating that she was not happy with the Mobility Specialist and that he didn’t help at all. She said she was told the misc. allowance would be processed on 10/24 and she would have it within 3-5 business days. The funds were paid out to the customer on 10/27.
  
  On 10/28 The customer asks if airfare for a return trip to origin would be covered before she booked the tickets. The Policy & Property Consultant told her that the tickets had to meet the guidelines with the policy and provided that specific information again.
  
  After office hours on Friday, the customer emailed Aires saying she needed to book the tickets asap and to confirm it would be covered.
  
  On Monday 10/31/22, the Policy & Property Consultant saw the email and replied that she would have to check with the customer’s employer to see if they would approve these tickets as an exception. 
  
  Per The customer’s employer’s policy, a return trip, which is for an employee to return to origin to visit immediate family (spouse/partner & children), would NOT be covered because her partner was with her at destination. 
  
  The customer had already booked the tickets on Sunday 10/30/22 without confirmation from Aires that she would be reimbursed. The customer said if they weren’t approved, she wanted the contact information for who denied them.  The customer’s employer responded to Aires that they would not approve reimbursing her for the tickets.
  
  The Team Lead for Aires Policy & Property Consultant called the customer to discuss the issues and why the customer’s employer denied the reimbursement for her airfare.
  
  The customer said her partner was not with her but at origin. Aires provided the customer with copies of expenses she submitted for herself and her partner for the final trip and temporary living showing her partner was at destination.  The customer then said that her sister was in origin so Aires needed to approve the airfare reimbursement. T
  
  The Aires Team Lead told her that visiting her sister is not within her employer’s policy guidelines.
  
  The customer found permanent housing so she didn’t need any further temporary living after 11/1/22.
  
  Aires does not have the authority to reimburse employees for anything outside the employer’s guidelines. Aires audits expenses to the employer’s guidelines and acts as a passthrough for funds received from the employer that are then reimbursed to the employee.
  
  Aires submitted an exception to the customer’s employer, which they denied.  This is  why she is not being reimbursed for airline tickets.
  
  Respectfully submitted,
  ***** *** *******
  

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AIRES relocation has not communicated with transparency and effeciency. Our international shipment was held up in customs, we were charged $350+ as a surprise, felt like we were forced to pay or we would be charged a holding/storage fee, and now we have been waiting 2 weeks for delivery. The shipping company who handed it off to AIRES has reached out (again) to the agent but another day has passed (and now the weekend is here) with no response. Our shipment was packed out at the end of May which is nearly 6 months. All along I've wondered if the two companies involved took a more personal approach, they might be able to have the empathy to feel what it is to be waiting this long.

  

  Business response

  09/27/2022

  Dear Sir,
  
  Thank you for the opportunity to address the the customer’s concerns.
  
  The customer booked this shipment directly with a company overseas (Santa Fe), who incorrectly promised the customer that he would have goods first week of August. 
  
  Aires was hired by the overseas company to clear the shipment through US Customs and deliver it to the customer.
  
  The shipment didn’t arrive to Honolulu (port) until mid August and then was randomly selected for a VACIS/CES exam by US Customs.  After the exam, then the shipment needed to go by barge to another island in Hawaii. 
  
  Due to Supply Chain shortages, the shipment was bumped from the first available barge because there were perishable items to be transported, which the steamship line prioritizes over Used Household Goods and Personal Effects.  Finally the shipment was loaded and was scheduled to arrive 9/15/22. 
  
  Regarding the US Customs exam charges, we recommend that the customer review his door-to-door contract with Santa Fe as it outlines exceptions to the quotation, including Customs exam fees.  
  
  Aires passed the US Customs exam charges to the customer AT COST.  Aires does not profit from US Customs exams and is not responsible for the customer’s charges.
  
  
  
  Here is the timeline from our time-stamped computer system:
  
  6/7/22 – received information from Santa Fe in Thailand that they had a move they wanted us to handle on the US side.  Santa Fe advised the customer that we would be working with them on his move and estimated delivery of his goods for the first week of August.  Customer acknowledged this communication.
  6/8/22 – Santa Fe advised the customer that the earliest booking they could get on the steamship would be 6/14/22 with an estimated arrival to port of 7/27/22.
  6/13/22 – the Aires counselor reached out to the customer and introduced herself and sent a brochure of “What to expect on inbound shipments to the United States”
  7/28/22 – Aires was advised by our Customs Broker that they ship was expected into port on 8/9/22.
  8/1/22 – the Aires counselor inquired of Santa Fe if they would prefer to advise the customer of the arrival date of the ship or if they would allow Aires to notify the customer. 
  8/7/22 – Aires was notified by Customs Broker that due to port delays, the ship would now arrive 8/12/22 before midnight
  8/9/22 – Santa Fe reached out to Aires to see if ship had arrived in port yet. 
  8/10/22 – customer inquired on status of shipment
  8/13/22 – Aires counselor advises the customer that we have not received confirmation yet on the arrival of the ship, but will advise when we do and also give a status on Customs clearance.  Later in the day, Our Customs Broker confirmed that ship came in last night 8/12/22.
  8/16/22 – Aires counselor reached out to Santa Fe to advise there charges due.  Aires counselor asked if we had approval to pay these charges.  Approval received after hours.
  8/17/22 – Santa Fe reached out to the customer to advise that the ship arrived and that Aires would be in touch to schedule delivery.
  8/18/22 – Aires’ Customs Broker advised that the shipment had not been released yet.  It was held for a CES exam.
  8/21/22 – Customer reached out to Aires counselor for status update.  (Sunday)
  8/22/22 – customer reached out to Aires counselor for status update.  Aires counselor responded to customer and advised The shipment is Honolulu and is currently under US Customs hold.  Advised it could a few days for the release.  Customer acknowledged communication.
  8/26/22 – Customer inquires about the status of the shipment and quotes a message from Santa Fe that promised delivery by the first week of August.
  8/28/22 – Aires counselor reaches out to Santa Fe with the information on the cost of the Customs Exam and seeks approval to pay and bill Santa Fe.  Santa Fe advises Aires that they will not cover these fees and it must be charged to the customer.  Aires counselor asks that Santa Fe advise the customer that these costs will be COD to him.
  8/29/22 – Shipment is finally released from Customs.  Santa Fe advises the customer that the expenses for the Customs exam must be collected from him prior to delivery.  Customer communicates with Santa Fe that they don’t feel like Santa Fe is keeping their promises and they feel that this cost is included with their relocation.  Santa Fee explains to customer that normal custom fees are included but this shipment was pulled randomly for a special examination and those fees are not included.
  8/31/22 – customer advises Santa Fe that they cannot pay the charges and advises that they would like to involve their employer.
  9/1/22 – Santa Fe advised the customer that they double checked with his employer and these charges would not be covered.
  9/2/22 – customer paid via credit card to Aires. 
  9/2/22 – Aires reaches out to the local mover and advises that we need a delivery as soon as possible.  Shipment has not moved forward to destination yet.
  9/6/22 – Customer inquires of status of delivery, Aires reaches out to local mover update
  9/8/22 – Local mover advised that the shipment is on its way to Kona now (destination) Back on the water
  9/11/22 – Aires counselor communicates with customer that the shipment is moving to the Kalua-Kona terminal and once there it will be delivered to the mover’s warehouse and scheduled for delivery.
  9/13/22 – Update sent to customer by Aires counselor: Shipment is being prepared to sail and should be on barge for export 9/15/22
  09/13/22 – Aires counselor communicates with customer and booking partner that the shipment is preparing to sail
  09/19/22 – Aires counselor communicates with the Delivery agent to confirm status of the shipment. Escalates to their management team
  09/19/22- Delivery team has advised that the shipment has not arrived by barge for pick up yet.
  09/19/22- After hours booking partner requests we call him to explain the process
  09/20/22 – Aires management requests phone number from BA and customer, provides update via email to the customer that the shipment has still not arrived to the destination port and that once we gain control of the shipment we have escalated to the delivery team management for delivery to take place as soon as possible. Noted with Global shipping crisis we can not control transit times.
  09/20/22- Customer replied after hours with complaint that there was not change in status.
  09/21/22- Aires management requested update from booking partner regarding the information that they shared with the customer regarding the delays associated with the global shipping crisis.
  09/21/22- Aires management updated customer that nothing has changed shipment still not arrived
  09/21/22- After hours Aires management asked for the delivery team to provide an update. Delivery Team advised we have a prescheduled delivery in place for 09/29. Provided it arrives and is made available for pick up to proceed as planned.  They also advised to check back with them 09/23 as they felt there might be more information.
  09/21/22 – Aires management then provided status update and requested confirmation they could accept delivery on the 29th provided the shipment arrived, released, and was picked up and transported to the warehouse as scheduled.
  09/21/22- Customer confirmed they could accept delivery any dates.
  09/23/22- Aires management followed up with delivery team to confirm barge arrived.  It has and they are offloading barge today.
  09/23/22- Aires management follow up with the Booking partner to request back up documents to confirm they advised that the shipment would experience delays due to the global shipping crisis.
  09/23/22- Aires management updated the customer that the barge arrived today, and we are still on target for delivery 09/29.
  Aires Management is involved and continues daily tracking to ensure that the shipment is delivered.

  Regards,

  Laura M**
  

  Customer response

  09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Aires did a fine job documenting the exhausting process.  That is part of the issue.  I feel almost like I have had to beg for our shipment to arrive.  You will note in the documentation that gaps in communication, like the one from 9/2 until 9/11 have not helped with the process. 

   
  
  Regards,
  
  ******* ******

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The attached document is just the basic timeline of issues we have had with this company. We are still missing reimbursements, as well as information about money that we are owed for the next three years. I can't begin to explain the horrific customer service of this organization and the hell they made our relocation. The resolution options that we are given don't really fill the need that this company has left us in. We are thousands of dollars in debt, we are out money that we thought we would have because of their negligence and horrific customer service representatives.

  

  Business response

  09/13/2022

  Dear Sir,

  Below is the timeline associated with the customer's relocation.
  

  4/13/22 received Authorization from customer’s employer at 8:57 AM for a Package B Homeowner policy.
  
  4/13/22 Aires counselor reached out to schedule an appointment to begin program and counsel on benefits at 9:48 AM.  Transferee and counselor agreed on a 4/20 appointment.
  
  4/20/22 – Aires call completed with employee and his wife on benefits.  Lists were shared with them of real estate agents for both the sale of their home and the purchase of a new home.  Customer asked if a particular realtor was on our approved list and we advised that they were not.  Under their employer’s relocation program, his company requires that he use an approved realtor in order to be reimbursed expenses.  Travel authorization was sent in accordance with the client’s policy. 
  
  4/29/22 – Customer inquired about the moving company that would be used. 
  
  5/10/22 – Call between Aires counselor and customer to discuss movement of Household Goods.  Surveyor contracted and provided with customer’s contact information.
  
  5/17/22 – Customer called to advise she had not heard from the movers yet for a survey
  
  5/18/22 – Aires counselor followed up with movers to get survey rushed
  
  5/19/22 – Virtual survey completed and shipment is over customer’s weight allowance from their employer.
  
  5/19/22 – customer submitted expense account.  Aires Audit team advised that expenses were missing back up required to process.  Aires Counselor reached out to employee to advise of what was needed to process expenses.
  
  5/20/22 – Customer responded with information needed for expenses.  She confirmed she received confirmation that expenses were paid.
  
  5/23/22 – Offer received and accepted on their home. 
  
  5/26/22 – Aires counselor counsels that storage for their cars that are being shipped is not covered under the client’s policy. 
  
  6/1/22 – Aires counselor generated quotes based on the survey results.  The estimated weight of the shipment exceeds the approved weight per the client’s policy and also a treadmill surveyed is not allowed under policy.  Estimated weight is 21,560 pounds and allowed weight is 15,000 pounds.  Movers cube sheet was shared with customer, which breaks down each room by weight so that they can decide where they can reduce the weight to align with the allowance.  Also offered to quote the additional weight if they want it moved and it would be COD/customer’s responsibility.
  
  6/7/22 – quote for additional weight of goods shared with Mrs.  Additional quote is $10,614.54.  This includes 30 days of storage as well which employee advised might be needed.  The customer advised that this more than they can afford and they questioned the weight.   Advised that the goods will be weighed once loaded and she will only be charged for the actual weight, but at this time, this is the estimated weight.
  
  6/15/22 – Aires counselor requested move dates from mover
  
  6/17/22 – Customer requested an in-person estimate of the move to be done.  She will need to be out of the home by 7/6/22 as the buyers will be closing. 
  
  6/22/22 –Employee advises client that Aires can’t get a mover in time for them and they are going to do a self-move.  Aires’ Customer Service Manager alerts client that the customer has decided she wants to do a self-move with a U-Haul but wants the client to cover the costs for boxes and additional labor.  A similar U-Box move that they arranged themselves previously with U-Haul went well.
  
  This is outside of the client’s program guidelines and requires additional approval from the employee’s employer.
  
  6/23/22 – Request for storage needs with U-Haul.
  
  6/23/22 – 7/12/22 – There was lots of communication with the customer on expenses and also their car transport, which was all positive
  
  7/13/22 –Aires counselor requested date for delivery of goods from U-Haul.
  
  7/11/22 – Customer reached out to see if we had received the expenses she mailed in.  She tracked the package it looks like it was delivered on July 8, 2022.
  
  7/14/22 – Delivery date of 7/18/22 secured and additional help also secured
  
  7/16/22 – Customer called our after hours line to advise that U-Haul confirmed delivery for Monday but confirmed 6 boxes instead of 7 boxes.  VP of Aires spoke with the customer and committed to talk to U-Haul.
  
  7/16/22 – U-Haul located the remaining box, and now shows 7 boxes being delivered. 
  
  7/18/22 - Delivery was in process of all 7 crates.
  
  7/19/22 – Expense account logged and audited.  Employee was advised that per his employer’s policy, expenses would be reimbursed once the client sent money to Aires.  Turnaround time could be several weeks.  Also employee advised damaged goods to Aires.  Aires contacted U-Haul about the claim process.  U-Haul claims adjuster was assigned.  Updated customer on status of adjuster and claim.
  
  7/20/22 – Employee closed on new home and sent closing disclosure for reimbursement, she was advised that we have received the documents and will await funds from the client to reimburse her, per the client’s policy.
  
  7/21/22 – Customers advised by U-Haul of what paperwork is needed to process the claim.
  
  7/27/22 – Aires advised customer of paperwork needed to process expenses
  
  7/29/22 – Insurance claim is being worked on by U-Haul.  U-Haul claim rep is on vacation and customer is frustrated that there has been no movement to settle her insurance claim, Aires escalated at U-Haul to have another rep step in and advised customer.
  
  The customer moved with two small children, and they reported that many of their goods arrived from U-Haul moldy so they didn’t have a couch to sit on, a bed to lie on, etc. which made it very hard for them, until the claim could be resolved.  Aires does not control self-move UHaul claims and much of the frustration stems from the claims settlement.
  
  8/12/22 – Aires reached out to client to see if they would reimburse employee for some items needed.  Transferee was advised that these costs would not be covered.  Move claim is still with U-Haul’s claims rep, which is not in Aires control as this was a self-move.
  
  Aires has been in touch with the customer regularly about the expenses and alerted them that the MID review is still with their employer.  They are not happy with how long it’s taking but Aires does not control the reimbursement payments.
  
  The customer’s employer has not reviewed and approved an MID (Mortgage Interest Differential) in many years (because of how low housing interest rates were). They are now having to review, and approve, these calculations.  There have been delays in their review times as they re-familiarize themselves with this process.  The customer is frustrated because their MID has not been paid yet – that is outside of Aires control (we’ve told them that) but they are not happy about not receiving the funds yet.
  
  9/13/22 Meeting scheduled with employer’s Relocation Department management to get an update on when expenses will be reimbursed to the transferee.  MIDA is the big piece as that is money that they need.    MIDA funding does not fall under Aires control, but perhaps if the client knew that the transferee is desperate for the funds they could push it to the top of the approval pile.  We continue to make requests and follow up with his employer on behalf of the customer.

   

  Despite being outside Aires authority, Aires has done all that it can to encourage payment of the outstanding items to the customer. 

   

  Respectfully submitted,

  Laura *** C******
  

  Customer response

  09/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The reason behind their so-called "self-move" is due to complete lack of communication and ability update their clients. We waited for our quote, we were never given the opportunity for an in home assessment, and were told we had to come up with $10,000 out of pocket before we even moved and our items were properly weighed. It was because of this companies negligence that we were forced into a situation where another solution had to be used, which resulted in the damage of our property.

  In regards to the interest rate reimbursement, that was not part of this complaint, but as stated we are not aware of any communication that was for our benefit to "rush" the process. They have very good people who will write what you think we want to hear, but NONE of this is communicated with the clients at all. I can come forward with at least three other families who have had their lives completely messed up and inconvenienced by this company, in regards to their moves. 
  
  Regards,
  
  ********* ********

• Initial Complaint

  06/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently moved back to the US from Saudi Arabia. Aires was the moving company hired by my former company to have all of my household goods/belongings shipped back to the US. It was inventoried and an insurance certificate was issued to me for the value. A few weeks after Aires subcontracted with a moving company in Saudi, I was notified that the company they used was not granted access for my stuff to go by a cargo ship which most of the time it does. They told me they needed to reach out to my former company to get permission to have it sent by Air cargo. It was granted. The air carried then discovered I had 2 boxes of cologne/perfume from my wife and me and the 2 boxes were removed from my shipment and left in Saudi. Once my shipment arrived to me in the US I confirmed the 2 boxes were in fact not there and left in Saudi. I filed an insurance claim with Aires and made a list of the colognes in the boxes, a detailed list. I have pics. It was valued at over $5000. Roughly $5300 in cologne and perfume. I just received an email from Aires saying it was denied and wasn't their responsibility due to my packing items that weren't allowed. The items were allowed when this was all originally done because it was going by cargo ship. It's not my fault they contract with a company that wasn't allowed to port in the US. Not my fault it went by air. They had an agreement and insured my belongings. They need to pay out the insurance claim. I had colognes in there I'll never be able to get again and had sentimental value. I have the Insurance certificate.

  

  Business response

  07/06/2022

  Dear Sir,

  
  Below is the communication timeline documented in the Aires computer system.  Our system automatically time dates each entry.
  
  The original sea shipment was changed to an air cargo shipment due to the ongoing logistical challenges being felt in the global shipping industry. (4/7/2022)
  The air cargo carrier informed Aires that the cologne in the shipment would be unable to move via air cargo (4/14/2022). 
  Our Aires Mobility Specialist communicated this to our customer, and he agreed to leave the cologne with a friend (4/14/2022).
  The customer changed his mind and asked that Aires pursue another option for him to ship the cologne to the US (4/15/2022).Aires recommended to the customer’s employer, to send the cologne via a common carrier if one could be found to accept perfume.
  The customer’s employer agreed that he could ship the cologne via FedEx or UPS and request reimbursement for the shipping charges from his employer (4/18/2022).
  The friend was to ship the cologne once the customer arrived into the US to accept delivery (4/1/2022).
  For a reason not communicated to Aires, the friend is unable to ship the cologne via FedEx or UPS to him (6/1/2022).
  The customer is claiming $5,300 (the valued amount of the cologne) since his friend did not ship it (6/2/2022).
  The cologne is not lost and it was not damaged in transit, therefore it does not quality as a transit claim and cannot be paid under the Aires transit insurance policy since Aires does not control it’s movement.
  It is recommended that the customer contact his friend to have the cologne shipped directly to him.

  Respectfully submitted.

  Customer response

  07/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was forced to agree with my stuff going by air if I wanted my household goods.  There is no other option for me getting my cologne.  My friend did recieve the cologne but has exhausted all options to try and get to me.  He is not planning on coming back to the US for quite some time.  The point is Aires hasn’t fulfilled there end of the insurance form.  Just because it’s not lost or damaged or stolen is irrelevant.  It’s not in my possession.  It was not my fault Aires contracted with shady companies that aren’t allowed into the US.  I was told none of my stuff would be sent if I didn’t agree to have my cologne taken out.  I didn’t have a choice.  I want reimbursed for my stuff.  I have cologne in there I’ll never get again and has sentimental value to me.
  
  Regards,
  
  ***** ****

*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. ↩