Complaints

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

• Initial Complaint

  Date:07/23/2024

  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.

  HaulBikes was contracted to ship my bike and they damaged it during shipping. Haulbikes admitted fault and gave me the claim instructions. They had me get two quotes from two shops. Everything seems fairly reasonable, so far. The SHAMEFUL part that consumers should be aware of: They automatically take $500 out of the driver's pay check and have fine print in the customer contract that they have a $500 deductible for claims OUTSIDE of any fault of the customer....what??? My claim was $900 and after weeks they wrote me a check for $450. They literally PROFITED off of the damage they caused. Their damage COST me $450 and probably 8-9 hours of work and admin dealing with the shops etc. This is unacceptable business practice.

  

  Business Response

  Date: 08/19/2024

  Customer was provided the option prior to booking to select a "No Deductible Option" for an additional $50, essentially eliminating the $500 deductible if something were to happen to the unit while in transit. On page 6 of the contract attached, the customer selected liability for the first $500 to repair the unit, we mailed him a check for the remaining cost of the repair. 

  Drivers are aware when they get hired that if they damage a unit, they are liable to pay for some to all of the repairs to that unit. 

  
  

  Customer Answer

  Date: 08/19/2024

  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 option to pay the $50 additional fee to remove the deductible if the accident is of no fault to me is deceptive business practice, and it is not communicated appropriately to the customer. Your business is at sufficient scale that its insurance should cover damages caused by the company.  Passing on HaulBikes deductible to your customer (when they had no participation or liability in the accident) is 1) not standard and 2) genuinely a terrible customer experience. 
  
  Regards,
  
  *****************

  

  Business Response

  Date: 08/20/2024

  I do apologize you feel this way, however, as a business we have a standard guideline that we follow for all customers. All customers are provided the same contract and have the option to accept or decline the deductible being presented. The contract clearly states that you must read and agree to the terms stated as a condition to ship your unit. You signed every aspect of this agreement and while I understand you may be frustrated with the situation that is something that was clearly presented at the time of booking. If you have any additional concerns we are more than willing to address them, but at this time we have honored what was agreed upon.

• Initial Complaint

  Date:06/19/2024

  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.

  This is a complaint as a 2nd time customer. I initiated a trike mcy pickup on 3/27/2024 in **** to be delivered to CO. Cost $892. Assigned #P265345. Pickup included ************* My trike went to ** and then retransported to *** where it again was moved awaiting another transport to CO. I received it on 5/18/2024. I showed the driver a sizeable and noticeable chip to left rear fender & scratch to front of same fender. I reported & opened a claim remitting 2 estimates. I was told my claim with pics was denied. I requested the pickup pics and received both still ************* I was unaware from seller regarding the front scratch. However the pickup pics/video Do Not show any chip to fender as delivered. ****** has a paint match touch-up kit for $50 + tax. Haulbikes is ignoring my calls and correspondence (to *********************) for reimbursement of the minimum (no labor) touch-up materials cost. After reviewing complaints I seem to not be alone. Perhaps BBB can get them to be a responsible business so other potential customers will not get duped and discarded.

  

  Business Response

  Date: 07/11/2024

  This claim is currently under review by the claims department. The customer has submitted all required documentation, and no further action is needed from the customer at this time. As soon as the review is completed a representative will contact the customer with a final determination. 

• Initial Complaint

  Date:03/20/2024

  Type:Customer Service 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.

  Business has not met there contractual agreement. Time-frame was day of pick-up (30 days ago) until March 20th to deliver my motorcycle. I paid, in full, up front and I have not received my motorcycle, nor have I received any estimated time of arrival. No one has kept me up to date in the 30 days, I have always been the one to reach out to haulbikes for updates. This company was recommended to me by the seller from ***** but I regret his recommendation to use this company to deliver my motorcycle. Completely unacceptable! Haul-Bikes either gives me a full refund and allows me to find a transporter to pick up my bike from their warehouse, or give me an absolute day of arrival. If I don't hear back from Haul-Bikes I will consider my motorcycle STOLEN! I will then take appropriate action with local authorities to file my claim of a stolen motorcycle that was supposed to be delivered from ********* to **********, but was never delivered. Once again, not once has haul-bikes kept me up to date in the past 30 days.Thank you.*************************

  

  Business Response

  Date: 03/21/2024

  The customer has already provided his contract which states are dates are estimated and not guaranteed. Attached is proof the customer has at minimum, had email correspondence with our service department regarding his shipment. Until the bike is scheduled on a route, unfortunately we do not have concrete dates to give. 

   

  Customer Answer

  Date: 03/21/2024

  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.
  
  It was only when I initiated communication is when I received a response, otherwise, no one has voluntarily reached out to me.
  Regards,
  
  *************************

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contract Haulbikes to transport a newly purchased motorcycle from *******, ** to *********, ** and was quoted a 6-8 week timeframe. Approximately three weeks ago I inquired about the delivery date as I travel for work and was told March *****. As these dates approached I was never contacted by Haulbikes to schedule a delivery so I reached out to their customer service department. They could not give me a concrete dates but said they would try for the originally quoted time frame. I hadnt heard anything further so reached back out and am now being told 4/2-4/5. At this point I have very little confidence it will be delivered during that time frame. Having known this, I would have never used Haulbikes to transport my motorcycle.

  

  Business Response

  Date: 03/18/2024

  I would like to start out by noting that Mr. ********************* is not our paying customer. **************************** is. This customers unit was scheduled to deliver, and he added unavailability dates between 03/17/2024 through 03/25/2024 which took away when we planned to deliver the unit. Our dates are presented as estimates, not guaranteed. This consignee's bike is located in *********** warehouse in place to deliver, and has been given the estimated dates of 04/03-05 which is only currently 2-3 days outside of the estimated date if 03/02/2024.

• Initial Complaint

  Date:03/11/2024

  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 paid a contract for delivery of a motorcycle on 1/8/24 and as of 3/11/24 I still have not received delivery of my motorcycle. Typical delivery takes ***** days according to *************************** has already been 2x that long with no delivery date provided, just nothing but excuses when I reach out for information. Beyond disappointed in this service!

  

  Business Response

  Date: 03/13/2024

  The timeframes we provide are estimates. We do not guarantee delivery dates per our contractual agreement. There has been consistent communication throughout the process with ****************, and we fully intend on continuing to do so. We recognize even though our dates are estimated, this has taken a considerable amount of time. There has already been discussions to compensate **************** once the bike delivers. I will follow up with our Dispatch team today, along with the owner of HaulBikes to get a clearer picture on what delivery looks like. I do sincerely apologize for how much time this has taken, and fully intend on rectifying the issue internally to find **************** some resolve. 

• Initial Complaint

  Date:03/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 28, 2023 I contracted Haul Bikes to pickup a motorcycle from a dealer in ************* and deliver to my home in ********* (P259439). I was provided four estimated delivery dates all of which were not met. When I called HaulBikes I was told 'lack of drivers'. As these were estimates there was nothing binding. On 2/26/24 I received an offiical email with a delivery window between 2/28/2024 and 3/1/2024. The email had the following statements: "The driver will contact the delivery location the day before to advise a more specific window of time for his arrival." "These dates cannot be moved as our truck is scheduled to be in your area during the window. Should there be any changes you will be notified via email." Today is 3/1/24 the end of the delivery window. I was NOT contacted by the driver the day before. I did NOT receive an email about any changes in the delivery window. I called Haul Bikes and was told 'driver is behind schedule' but was not given a concrete date for delivery. I asked Haul Bikes to provide me the name and phone number so I could call and find out when the delivery would occur but Haul Bikes did not respond.It has now been well over 2 months since I contracted Haul Bikes to pickup and deliver my motorcycle. I paid the full amount up front. Haul Bikes has not fulfilled the contract nor provided me adequate communication about the status of my motorcycle. At this point I have not information about where my motorcycle is or whether it will be delivered.

  Customer Answer

  Date: 03/04/2024

  [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. 

  the complaint is now fully resolved.  The motorcycle was delivery Saturday 3/2/24 in good condition.

  
  

  Regards,
  
  *********************

  
  

• Initial Complaint

  Date:11/20/2023

  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.

  October 9th Haul Bikes was contracted to deliver my motorcycle ( order p254882) from Acme Bikes in **. to my home in ********* **. As of today November 20th I still have not received delivery of said motorcycle despite calls to Haul Bikes and the dealership. Which as far as I was told has been sitting in Haul Bikes warehouse in ******** for a month. They ( Haul Bikes ) also has a hub here in ********* and no one can answer why this motorcycle has not been delivered.

  

  Business Response

  Date: 11/22/2023

  I hope this message finds you well. We appreciate the opportunity to address the concerns raised by our valued customer, and we take all feedback seriously. We have thoroughly investigated the matter and would like to provide some context to the situation.
  Upon reviewing the customer's complaint, we would like to emphasize that during the initial engagement with the customer, clear estimated timeframes for delivery were communicated and mutually agreed upon. We understand the importance of meeting these expectations and strive to fulfill our commitments to the best of our abilities.
  However, as with any complex operation, unforeseen circumstances may arise that can impact the initially communicated delivery dates. These unforeseen events could include but are not limited to, production delays, supply chain disruptions, or other logistical challenges that are beyond our immediate control.
  In the case of the customer who filed the complaint, we regret to inform you that due to unforeseen circumstances, we encountered delays in the fulfillment process. We sincerely apologize for any inconvenience this may have caused our customer.
  To address the concerns raised, we have taken immediate action to rectify the situation. Our team has expedited the necessary processes, and the customer in question will be receiving updated delivery dates for their order by the end of this week. We want to assure both the customer and the ******************** that we are committed to resolving this matter promptly and to the satisfaction of our valued customer.
  We understand the importance of clear communication and the impact that unexpected delays can have on our customers. Moving forward, we will continue to enhance our processes to minimize the likelihood of such occurrences and improve our communication channels to keep our customers informed throughout the entire process.
  We appreciate the BBB's commitment to facilitating fair resolutions, and we are confident that our actions will demonstrate our dedication to customer satisfaction. If there are any further details or information needed, please do not hesitate to contact us directly.
  Thank you for your attention to this matter, and we look forward to resolving this issue in a manner that reflects our commitment to customer service.

  Customer Answer

  Date: 11/22/2023

  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 .
  Haul Bikes has never given any delivery dates nor did I ever agree to them with exception to the original contract. As of today November 22 2023 I still have no motorcycle and have been given 3 separate stories / excuses as to why. With each call I get a completely different location of both where the bike is and the status of if it is loaded for delivery or STILL in their warehouse in ********.  For example yesterday I was told by ********************* my bike was on a truck in ********** headed back to the ******** hub ( for which she had no explanation) and would possibly be delivered to ********* by next week. The day before I was told the bike was in ******* ********** and would be delivered the next day! This is going on two months now. Blatant lies or incompetence take your pick. I want my motorcycle and restitution. 
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/22/2023

  This customer has been sent delivery ETAs as of today, 11/22/2023. His motorcycle is estimated to deliver between 11/26//2023 and 11/28/2023. The dealer who booked this shipment is subject to those terms, there-in, ****************** is as well. We provide estimated dates across the board. At no time were any dates ever promised.

• Initial Complaint

  Date:10/24/2023

  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.

  On 09/18/2023 I contracted with Haul Bikes to transport a motorcycle I purchased from ** to OR. I was quoted $587 with delivery "up to 24 days" from the first date available for pickup which was 9/19/2023.I still have not received my bike, and only after numerous phone calls was I finally provided (on 10/20) a new delivery estimate of 11/2 - 11/4. I was told that everything is running slow lately because of a truck driver shortage. This is nearly twice as long (46 days vs. 23 days) as originally quoted.On 10/22 I emailed the company informing them that I was dissatisfied and requesting a partial refund. On 10/23 they replied informing me that they do not offer discounts for "delays". I feel this is not a delay, rather the company advertising a service that they just cannot provide. Not only is the service taking twice as long as quoted, but the cause of the prolonged service time was foreseeable and not the result of an "Act of God". The nationwide truck driver shortage has been ongoing for some time and the company should have quoted appropriately.Quote #: Q370504 Order #: P253556

  

  Business Response

  Date: 10/30/2023

  ****************,

  I have attached a copy of the portion of the contract in which you signed acknowledging and accepting our contractual agreement on estimated timeframes. On 10/20/2023 we sent a confirmed delivery timeframe between 11/02/2023 - 11/04/2023. 

  Customer Answer

  Date: 10/30/2023

  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.
  
  My claim is that your delivery estimates are so far removed from reality that they constitute false advertising. Nothing in that contract limited my right to assume that the estimate was reasonably valid. Instead you chose to provide what appears to be an arbitrary date in order to solicit my business. I would potentially have chosen a more expensive competitor if you had more accurately stated that you had no idea how long the service would take.

  A reasonable person would read you contract language to mean that you aren't liable for missing a delivery by a few days, especially in the event of bad weather or other "acts of God". No reasonable person would assume that langue means you can hold onto a bike indefinitely until it is most economically advantageous for your company, even if that means taking nearly twice as long as the original estimate.

  I am asking for a $100 partial refund to cover expenses I have incurred after reasonably believing my bike would have been delivered weeks ago.

  Regards,
  
  ***********************

  

  Business Response

  Date: 10/31/2023

  ****************,
  I appreciate you taking the time to reach out to us and express your concerns about the delay in the delivery of your order. I understand the frustration that can arise when initial estimated dates do not align with the actual delivery timeline. Please accept my sincere apologies for any inconvenience this situation may have caused you.
  I want to clarify that the estimated delivery dates we provide are based on the best information available at the time of your order placement. However, due to unforeseen circumstances such as high demand, unexpected production issues, or shipping delays, these estimates can sometimes vary significantly from the actual delivery date.
  
  I genuinely empathize with your frustration, and I assure you that we take this feedback seriously. Our team is constantly working to improve our processes and provide the most accurate delivery estimates possible. Unfortunately, we are unable to offer compensation for delays that occur within the scope of our estimated timeframes, as these estimates are provided as guidelines and not binding commitments.
  
  Your satisfaction is of utmost importance to us, and we value your business deeply. If there is anything specific you would like to discuss or if there are any other concerns you have, please feel free to let us know. We are here to assist you in any way we can.
  
  Once again, I apologize for any inconvenience caused by the delay in your order. We appreciate your understanding and patience as we work to serve you better in the future.
  
  Thank you for choosing Haul Bikes. We look forward to the opportunity to serve you again in the future.

  Customer Answer

  Date: 11/01/2023

  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'm seeing nothing but placatives, if not outright lies in this response. You say that you makes estimates with the best available information and are continually striving to improve the process, however the long history of complaints similar to mine (going back years) indicates instead that you have built a bait and switch business model where you solicit clients with "estimates" that you have no ability or intention of honoring.

  You also clearly do not value my business, or any of the many other people you have lied to and disserved in the past. Your "sincere" apologies sound very rehearsed and empty.

  your company is committing fraud, and my demand for some sort of reasonable compensation remains unchanged.

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  paid Haul bikes to transport my motorcycle from ********** To *********, I read the contract and knew how long it could take, even though it took longer than they said, I was just glad I received my bike, than I found some damage to my right saddle bag, I figured stuff happens, Ill file a claim, which I have done according, with pictures and estimates and still have not received a check to repair my bike, its been 4 months with no resolution. I wish I read the reviews before hiring them. ., they damaged my bike and have yet to pay for that. Just do what you say your going to do and you would have better reviews

  

  Business Response

  Date: 10/19/2023

  There was a check (#*****) processed in the amount of $801.00 to cover the cost of his claim. The customer was notified on 10/17/23 and he provided an address to send the payment. 

  Customer Answer

  Date: 10/19/2023

  [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 ********, although I have not received the check as of yet, it does appear I will be getting it soon. Therefore I find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a motorcycle from a dealer in ********* in May 2023 and paid $700 as part of the deal for my bike to be shipped to me by Haul Bikes to my home in *********, **. Shipping Account# *******. The bike was delivered to me damaged on 6/6/23 damaged and the driver admitted he dropped another motorcycle on mine causing damages to it. I have photos and videos of the damages. The damages to the brake lever caused my bike to be unsafe to ride. I made a claim with this company and obtained estimates and was told my claim was approved on 7/31/23 by *************************** only after weeks of emails and phone calls to her and the claims mgr ***. I have been following up by email patiently with ****** for months while being told my check was on the way constantly and have received nothing. She has given me multiple various excuses on the delay and then stopped responding on 8/30/23, despite 2 more emails from me asking for a status. Ive since replaced my brake lever at my own cost. I have not repaired the other cosmetic damages because Im waiting for payment. Please help as filing a lawsuit is my last resort, however, I see no other options if this doesnt help with a resolution. Ive attached docs, pics, and videos as evidence. I also have multiple emails.

  

  Business Response

  Date: 10/12/2023

  A check (#*****) was mailed to the customer on 09/22/23 in the amount of $739.90 via **** (Tracking #**** **** **** **** **** 96)

  The tracking info shows the item was delivered on 09/25/2023 at 3:46pm. The check has also cleared the bank at this time. 

  Customer Answer

  Date: 10/12/2023

  [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,
  
  *****************************