Complaints

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• Initial Complaint

  Date:17/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am beyond frustrated with the service (or lack thereof) I’ve received from Interlane. On March 27, I submitted an online form to ship my car from New Brunswick to Alberta, with a scheduled pickup date for April 11. After a payment issue, I had a phone call with an Interlane rep who confirmed that they work within a time window, and assured me that my car would be picked up between April 9 and 12. I accepted, paid CAD 3105.61 for the service, and even booked a flight for April 13, planning everything around the agreed-upon date.
  
  But here’s where things went downhill:
  
  * March 28 – After paying, I received a form email stating, “All requests must be confirmed by our team and may be subject to change depending on our pickup or delivery availability on the specified date.” This was a big surprise, but since I had already paid, I filled out the form with my requested April 11 pickup date, hoping everything would go smoothly.
  
  * April 10 – I reached out to confirm the pickup date and was told it would be between April 11 and 14. So now, I'm left with an even more vague window of uncertainty.
  
  * April 14 – I called again and was told I would receive an estimated pickup date by the end of the day. Well, here we are, and I STILL haven’t heard anything back. No confirmation, no apology, no resolution. NOTHING.
  
  At this point, I’m beyond frustrated. I’ve paid for a service that is not being delivered as promised, and I am stuck with no clear answers or timeline. My plans have been thrown into chaos

  

  Business Response

  Date: 17/04/2025

  To Whom It May Concern,
  
  This customer had booked with us based on the dates they had provided. Unfortunately, due to a family emergency with the assigned driver, the pickup was delayed. As clearly stated in the original email the customer referenced: “Please note that pick-up and delivery dates are subject to change. They are always plus or minus a few days and are never guaranteed. We do our best to accommodate your pickup and delivery requirements.”
  
  Following the customer’s conversation with our representative, they were informed that an update would be provided by the end of the day. At the time this complaint was submitted (approximately 3:30 PM), our business day was still ongoing. In the meantime, we had already arranged for an alternative pickup option to address the customer’s concerns.
  
  Additionally, the customer was encouraged to contact us directly at any time, but we did not receive any further communication before the complaint was submitted. Our representative had planned to follow up by the end of the workday, as initially promised.
  
  We have since spoken with the customer and confirmed a revised pickup arrangement that suited their schedule. The matter has now been resolved to the client’s satisfaction.
  
  Thank you.