Complaints
This profile includes complaints for Aires's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/27/2023
Type: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 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
Date: 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 Answer
Date: 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
Date: 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
Date:11/01/2022
Type: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 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
Date: 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
Date:09/16/2022
Type: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.
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
Date: 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 Answer
Date: 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
Date:09/08/2022
Type: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 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
Date: 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 Answer
Date: 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,
********* ********
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