Complaints

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

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  ABF Freight

  3801 Old Greenwood Road Fort Smith, AR 72903

  
• 

  ABF Freight

  770 Beechnut Dr Pittsburgh, PA 15205-1804

• 

  ABF Freight

  40 New Frederick St Wilkes Barre, PA 18702-6104

• 

  ABF Freight System Inc

  1501 Cunningham Rd Kinston, NC 28501-1837

• 

  ABF Freight

  4209 Gardner Ave Kansas City, MO 64120-1831

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:05/27/2025

  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.

  We, ********* ***, are filing a complaint against ABF Freight System, Inc. for failure to resolve a damage claim in violation of federal law. Shipment BOL ********* / *** ********* was delivered on January 17, 2025 with freeze damage, despite clear “Protect from Freeze” instructions on the BOL. A formal claim was submitted on January 23, 2025, seeking $2,030.46 for the full value of the goods.
  ABF responded with a partial payment of $489.42, referencing their internal policy to cover only 1/3 of value in concealed damage cases. However, federal law (Carmack Amendment – 49 U.S.C. § 14706) mandates full liability for the actual loss unless specific legal defenses apply, which they do not in this case.
  ABF has stopped responding for over five months, leaving this matter unresolved and causing significant disruption to our manufacturing process. We are requesting that the BBB intervene and help bring this issue to resolution.
  Desired Outcome:
  We request full reimbursement of the $2,030.46 claim amount in compliance with federal carrier liability law.

  

  Business Response

  Date: 06/04/2025

  Thank
  you for the opportunity to respond to the complaint ********* *** (“*********”)
  submitted to the Better Business Bureau regarding ABF Freight System, Inc. (“ABFF”)
  and its handling of a recent cargo damage claim filed by *********.
  
  As background, ABFF
  operates as a less-than-truckload (LTL) motor carrier that provides LTL freight
  transportation services across the United States, Canada, and Mexico. ABFF operates
  a comprehensive network of service centers and offers a range of specialized
  solutions, including time-critical delivery, trade show logistics, and exclusive
  use trailer options. ABFF’s operations are generally governed by published
  tariffs that define the terms, conditions, and limitations of its services. Specifically,
  the ABF 111 Rules Tariff contains the general terms & conditions applicable
  to ABFF’s LTL services.  A copy of the ABF
  111 Rules Tariff is publicly available at *******************************************************************
  On or before
  January 13, 2025, the shipper, ****** ***********, or an agent on its behalf, arranged
  for ABFF to transport a shipment from Peabody, Massachusetts to an *********
  location in Sacramento, California (the “Subject Shipment”). The pricing
  applied to the shipment by ABFF was that of *********’s third-party logistics
  provider, ********* ********  Said
  pricing is specifically subject to the terms and conditions of the ABF 111
  Rules Tariff.  On January 13, ABFF
  retrieved the Subject Shipment from the shipper and began moving it through its
  service center network towards the destination designated on the bill of lading
  (“BOL”).  See BOL, submitted
  herewith.
  The
  BOL submitted by the shipper included “Protect from Freeze” instructions, however,
  protection from freezing is a service that ABFF provides on all shipments, subject
  to the terms and conditions outlined in its tariffs.  See ABF 111 Rules Tariff, Item 810 –
  Protection Against Freezing Service.  The
  Subject Shipment was originally scheduled for delivery to a specific *********
  location noted on the BOL. Specifically, **** ******* ** ****** *********** *********** *****. However, on January 20, 2025, while the Subject Shipment was
  in transit, *********, through its agent ********* *******, requested that the
  shipment be reconsigned to a different delivery address. Specifically, *** * ****** ********** ***** **** *********** ********** *****.  See Reconsignment Correspondence,
  submitted herewith. Reconsignment in the motor carrier industry refers to a
  change in the original delivery destination, or consignee, after the shipment
  has been accepted by the carrier. This process can alter the routing and timing
  of the shipment and is, therefore, governed by specific provisions in the ABF
  111 Rules Tariff.
  
  The Subject Shipment was delivered on January 22, 2025, to the reconsigned
  address and was signed for without exception by ********* personnel. The
  following day, on January 23, 2025, a cargo claim was filed by ********* with
  ABFF in the amount of $1,796.47 for product loss allegedly caused by freezing.  See Claim Submission Form, submitted
  herewith.
  
  Although
  freeze protection was requested and documented on the BOL that accompanied the
  Subject Shipment, the ABF 111 Rules Tariff outlines specific conditions and
  exclusions where liability for freeze damage will not be assumed by ABFF. One such
  exclusion states that freeze damage “[l]iabilities are not assumed by [ABFF] on
  reconsigned shipments.”  See ABF
  111 Rules Tariff, Item 810.  This
  exclusion is standard in the LTL motor carrier industry and exists because
  reconsignment may introduce delays or exposure to conditions outside the scope
  of the original service commitment.  Because
  the Subject Shipment was reconsigned at *********’s request, ABFF’s liability
  for freeze damage was contractually excluded under Item 810 of the ABF 111
  Rules Tariff.  While ABFF’s liability was
  not established under the tariff, ABFF personnel did attempt to resolve
  *********’s claim by offering a partial payment of $489.42 as a proposed
  compromise. That amount represents approximately one-third of the product value
  claimed and was offered as a goodwill gesture. 
  
  One
  final note, the complaint submitted by ********* references the Carmack
  Amendment (49 U.S.C. § 14706), which governs a motor carrier’s liability for
  cargo loss or damage.  Specifically,
  ********* contends that by not paying its claim at the requested full value,
  ABFF is in violation of the Carmack Amendment.  However, the Carmack Amendment explicitly permits
  carriers to limit or exclude liability through properly published tariffs, or through
  negotiated agreements with shippers/consignees.  See 49 U.S.C. § 14706(c)(1)(A). 
  The ABF 111 Rules Tariff was in effect at the time of the Subject
  Shipment and governs ABFF’s terms of service under ********* *******’ pricing
  agreement.
  
  ABFF
  regrets the inconvenience this matter has caused; however, based on the facts surrounding
  the Subject Shipment and the applicable provisions of the ABF 111 Rules Tariff,
  ABFF maintains that the payment it offered ********* was appropriate and
  consistent with both its contractual obligations and federal law. ABFF remains
  committed to resolving disputes in good faith and in accordance with its
  published service terms.
  
  Please
  let us know if we can be of any further assistance.

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Dear ABF Claims Department,
  Thank you for your response to our Better Business Bureau
  complaint. However, we must firmly rebut several inaccuracies and
  misinterpretations presented in your letter. Below is our formal response and
  clarification of key facts, with references to the applicable federal statute
  and documentation on file.
  
  1. Mischaracterization of Reconsignment
  The shipment was not “reconsigned” in the traditional or
  material sense. The delivery city and ZIP code remained unchanged, Sacramento,
  California. The correction made via our logistics provider was from a ** *** ***** ******* ** ****** to our physical receiving location **** * ****** ***** ***** **** to ensure the shipment could be received during business
  hours.
   - ABF dispatch ************** called us on 1/14/25 (the day after pickup), and we immediately provided the correct address.
   - During that same call, we asked about “Protect from Freeze” (PFF) handling and were assured that it was properly noted on the Bill of Lading and being followed.
   - The delivery occurred on January 22, 2025, just 9 days after pickup, well within normal transit expectations.
  There is no compelling evidence that this minor
  correction caused any substantial delay or warranted an exemption from freeze
  protection. A minimal change in street address within the same ZIP code does
  not absolve ABF of its handling obligations.
  
  2. Protect From Freeze Instructions Were Explicit and
  Confirmed
  The actual BOL created through the **** ********* ****** (attached herein), which ABF received and used to retrieve the shipment, clearly
  specifies “Protect from Freeze” in multiple locations:
   - In the handling instructions
   - In the shipper’s reference (Pickup #******), which was highlighted in red
  This is not the same document as the one ABF has attached
  to their response. The BOL included in your BBB reply appears to be a generic
  or vendor-generated version, not our official BOL generated and submitted
  through **** your authorized third-party logistics provider for this shipment.
  We respectfully request that you acknowledge receipt and
  reference of the correct BOL issued by ****, which was in ABF’s possession at
  the time of pickup and clearly listed the PFF requirement.
  
  3. Carmack Amendment Liability Still Applies
  While you cite tariff exclusions in ABF 111 Item 810 to
  deny liability, we must reiterate that these provisions do not override federal
  law.
  Under the Carmack Amendment (49 U.S.C. § 14706), a motor
  carrier is strictly liable for the full actual loss unless it can demonstrate
  one of the following limited defenses:
   - Act of God
   - Act of public enemy
   - Act of public authority
   - Act or omission of the shipper
   - Inherent vice of the goods
  None of these apply here.
  Moreover, under § 14706(c)(1)(A), carriers may limit
  liability only through a properly executed written agreement. No such
  limitation was presented, discussed, or executed by *********. Your reliance on
  unilaterally published tariffs does not constitute a legally valid waiver of
  Carmack protections.
  
  4. Concealed Damage Discovered and Reported Promptly
  The assertion that the shipment was “signed for without
  exception” does not relieve ABF of liability.
  This was a case of concealed damage involving
  temperature-sensitive materials:
   - The product was received in sealed drums, with no visible signs of damage at the time of delivery.
   - Upon opening and inspection shortly after delivery, it was evident that the contents had crystallized or degraded due to freezing. Images and video were provided.
   - The product was rendered entirely unusable, and a formal claim was submitted the very next day on January 23, 2025, in full compliance with your policy and federal standards for concealed damage.
  
  
  5. Damaged Product Still Stored, Resulting in Ongoing
  Costs
  As instructed, we are still storing the damaged materials
  at our facility pending the resolution of this claim. These are chemical goods
  that require proper material handling and cannot be disposed of casually.
  If this issue remains unresolved, we will incur additional
  consequential damages and disposal costs, which may include:
   - Hazardous waste handling and disposal fees
  We reserve the right to amend the total claim to include
  these additional losses if they become necessary.
  
  6. Requested Resolution
  We are seeking full reimbursement of $2,030.46  the actual, supported value of the destroyed
  shipment.
  We reject ABF’s partial offer of $489.42, which does not
  reflect the carrier’s obligations under the Carmack Amendment or the facts of
  this case. We have been more than reasonable and patient in our efforts to
  resolve this matter amicably for more than 6 months.
  
  We urge ABF to reconsider its position and honor its
  legal responsibility to protect shipments under PFF conditions. We remain open
  to resolving this issue amicably and professionally, but we must also act to
  protect our company’s rights and interests.
  Sincerely,
  **** **********
  
  

  

  Business Response

  Date: 06/16/2025

  We
  appreciate the opportunity to further clarify ABFF’s position on this matter
  and to address the points raised by *********, LLC.  Below, we have responded to each of the points
  raised by ********* in their most recent communication:
  1.
  Reconsignment:
  While
  ABFF acknowledges that reconsignment of the subject shipment involved a destination
  change request within the same city and zip code as the original destination,
  the ABF 111 Rules Tariff, Item 810, clearly states that liabilities are not
  assumed by ABFF for freeze damage on reconsigned shipments.  This provision is not limited and applies
  regardless of the geographic scope of the requested reconsignment. The
  reconsignment request, which ********* does not deny it made while the subject
  shipment was in transit with ABFF, altered the original routing and delivery
  plan, and thus triggered the governing tariff’s limitation on liability.  The exclusion at Item 810 is consistent with
  industry standards in the LTL sector and is designed to account for the
  increased risk and potential exposure to environmental conditions that may
  arise from a reconsignment request, even when the geographic change appears
  minor.
  2.
  Protect from Freeze Instructions:
  ABFF
  acknowledges that the original bill of lading created through the ********* ******** ********* ******, and submitted by *********, included “Protect from
  Freeze” instructions.  As noted in our
  previous correspondence, this is a service offered by ABFF on all shipments it
  accepts.  However, as noted above, the
  applicability of ABFF’s protect from freeze service is subject to the
  conditions outlined at Item 810 of the ABF 111 Rules Tariff. The reconsignment
  of the subject shipment while it was in transit rendered ABFF’s protect from
  freeze obligations inapplicable under the terms and conditions that governed
  the subject shipment, and therefore ABFF is not liable for freeze damage with
  regard to the subject shipment.
  3.
  Carmack Amendment and Limitation of Liability:
  *********
  references the Carmack Amendment (49 U.S.C. § 14706) in its response and asserts
  that ABFF’s reliance on its tariff and the provisions therein is misplaced and
  that such terms do not constitute a valid limitation of liability under the
  Carmack Amendment. However, under 49 USC § 14706(c)(1)(A), carriers, such as
  ABFF, are expressly permitted under the Carmack Amendment to limit or exclude
  their liability for cargo damage or loss through either: 1) “a written
  agreement between the carrier and shipper,” or 2) “a rate established
  under a classification or tariff” that is “available to the shipper on
  request.”  See 49 USC §
  14706(c)(1)(A).  Here, *********’s chosen
  third party logistics provider, ********* *******, has an agreement in place
  with ABFF which specifically incorporates by reference the terms and conditions
  contained within the ABF 111 Rules Tariff, ABFF’s standard terms and conditions
  of service.  The bill of lading submitted
  by ********* specifically makes reference to the shipment being subject to the
  “individually determined rates or contracts that have been agreed upon in
  writing between the carrier and ********* ******* **********, LLC.”
  The
  ABF 111 Rules Tariff is a publicly available, properly published tariff that
  governs all shipments moved on behalf of ********* ******* under its agreement
  with ABFF. By tendering the shipment via ********* ******* under such
  agreement, the terms of the ABF 111 Rules Tariff—including the reconsignment
  exclusion at Item 810—became binding on the shipper and the consignee.
  4.
  Concealed Damage and Timely Reporting:
  ABFF
  appreciates that the cargo damage was reported promptly by *********, and that
  the product was sealed in drums with no signs of damage at the time of delivery.
  However, the nature of the damage does not impact the tariff-based exclusions
  of liability discussed herein.
  5.
  Ongoing Storage and Potential Additional Costs:
  ABFF
  understands that ********* is incurring storage costs related to
  holding the damaged product. However, ABFF cannot assume responsibility for
  these additional costs given that liability for the original damage is
  contractually excluded under ABFF’s governing tariff.
  ABFF
  regrets that this matter has caused disruption to *********’s operations.
  However, based on the facts surrounding the tender of the subject shipment to
  ABFF, the applicable terms and conditions of the ABF 111 Rules Tariff, and
  relevant provisions of federal law, ABFF must respectfully decline *********’s request
  for reimbursement. The partial payment of $489.42 previously offered by ABFF
  remains available as a compromise settlement should ********* wish
  to accept it.
  Please
  let us know if you have any further questions.

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The end of October I ordered a ramp from Amazon. ABF freight in Kenosha tried to deliver it to my house the the truck they using was too big to turn around in my subdivide. ***** said if I pick it up I would be credited $80. So the next day I picked it up from their warehouse. I told the person I was installing it for I was able to get them a $80 discount. ***** then says I may not get the discount and it goes back and fourth I going to get a credit I am not. On 11/25 I get a email saying I am getting a $80 discount but I owe them $74.00 for a re-deliver fee. I call her and she tells me I owe $119.00. After going back fourth with her she tells me she was never able to refund me $80 because I ordered it on Amazon. Long story but she is dishonest or has no clue what she is doing. And I'm out $80

  

  Business Response

  Date: 11/26/2024

  We're sorry to hear about your experience, ***** This is not what we expect to hear from our customers, and we value the opportunity to address your concerns. Would you mind sharing your PRO number and any additional information with our team so we can follow up with you and leaders in the area? 

• Initial Complaint

  Date:10/24/2024

  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 used this company to ship a race car motor, during shipping it got damaged not a phone call, email or any communication was made to me. They re wrapped the motor to hide the very obvious damage and when it got dropped off we opened it up and noticed the damage I filed a claim and was then told $45 dollars was all they would give me for over 5 grand in damage. It’s very frustrating and concerning that the damage was done while my product was in there care and the unethical actions to not only try and cover the damage but to refuse they did anything wrong and then insult me with a $45 refund is not acceptable.

  

  Business Response

  Date: 10/25/2024

  Thank you for taking the time to bring this to our attention, *** ******. We're sorry to hear about your experience and value the opportunity to address your concerns. We reached out to our claims team to discuss your shipment further. We learned that on 10/24/2024 they re-evaluated your claim and you accepted the new amount they offered. Please let us know if we can assist any further. Thank you, ****** *. 

• Initial Complaint

  Date:09/09/2024

  Type:Billing 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.

  Used ABF for a pickup. The driver didn't show despite a 6 hour pickup window. No notification from ABF. Shipment was urgent. The next day they charged an extra $497 promising an overnight delivery. Driver showed up with the wrong paperwork, took the delivery in lieu of another driver. Shipment was missed, and refused to refund the express shipment and delayed delivery another 3 days.

  

  Business Response

  Date: 09/09/2024

  We're sorry to hear about your experience, James. We value the opportunity to address your concerns, and we would like to look into this further. To do that, we will need the PRO/tracking number for the shipment. Once you share that with us, along with any additional information you would like to share, we will be able to follow up. 

  Thank you, ****** ** 

• Initial Complaint

  Date:08/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This instance had occurred between 8/6/2024 - current
  
  I work as a Creative Designer for the company ********** **** Based in NJ, USA.
  
  We received a shipment from ABF Freight which was damaged beyond minor scuffs/scratches.
  All of our trade show material (furniture) was destroyed by the trucker/mover.
  After disputing with ABF Freight and submitting a claim we received a letter that we would only be compensated for a fraction of the damage. (please see details in documents attached)
  
  We are looking to be refunded in the full amount for price of furniture and all shipping.
  
  Thank you.

  

  Business Response

  Date: 08/19/2024

  Thank you for bringing this to our attention, *** ********. We value the opportunity to address your concerns and appreciate you providing all the documentation we needed to look into your further. We've reviewed your shipment and claim and reached out to our Claims department on your behalf. They have agreed to adjust the amount of your claim. While it is not the full refund you are requesting, we do believe it is a fair offer, and they have requested that you reach back out to them for a further breakdown of the amount. 

  Thank you, 

  ****** ** 

   

• Initial Complaint

  Date:05/24/2023

  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.

  Although I am leaving this review for the Richmond branch - I have to say NO ONE with ABF Freight was helpful in the least!!!
  I ordered a mattress to be delivered through ABF. The morning of the scheduled delivery date, they called to inform me that they damaged the mattress and would not be delivering it. Back to square 1. I ordered a new mattress (now 4 months later) I am scheduled for my second mattress ordered to be delivered. The morning of the scheduled delivery date I received a call informing me that they would not be able to deliver my SECOND mattress as they truck they dispatched is not big enough for the mattress (WHAT DID YOU SEND - A Pick-up Truck??). They said they are working on seeing when they could get another truck to deliver it. I paid for white glove service which no long entails getting rid of the old mattress - so I had already disposed of my old mattress and now had no bed for the night!!!
  Isn't this ALL YOU DO? Take order for deliveries, dispatch trucks, and deliver??? Can't even do that right - CLOSE DOWN! SHUT YOUR DOORS!

  

  Business Response

  Date: 05/24/2023

  Thank you for taking the time to share this information with us, ********* This isn't the experience we want or expect for our customers, and we appreciate the opportunity to address your concerns. Would you mind sending us your PRO/shipping number so we can follow up on your mattress shipment with leaders in the area? It can be emailed to us at *************** or you can respond with it here. Thank you, ****** ** 

• Initial Complaint

  Date:04/25/2023

  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.

  I had a steam bun machine that was going to be delivered by ABF, It was picked up on the 11th April for the delivery on the 14th April 2023. Guess what, they dont know where the package is and are saying all short( missing on their terms) for the last week. I cannot believe how could they not know where the freight is? Destination ABF 080 office is blaming Origin ABF office 150 regarding the all sort and I dont know when or even if I am going to get the machine that I paid for.
  
  My tracking number for the freight is 1********. Hopefully this company reaches someone who is able to help me.

  

  Business Response

  Date: 04/28/2023

  Thank you for bringing this to our attention, *******. We reached out to leadership in the area to help locate your freight, and it is set for delivery today, 4/28/2023. We would like to apologize for any inconveniences this delay may have caused, as this is not the experience we expect or want for our customers. Please let us know if there is anything else we can assist with at ***************. Our team is always happy to help. Thank you, ****** *. 

• Initial Complaint

  Date:03/16/2023

  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.

  To Whom it May Concern:
  I used ABF Freight System Inc located at ***** * ******** ****** ****** ****** ** *****, phone number ************* this location is not listed, but it states that their headquarters is at **** *** ********* *** ***** ****** ** *****. I used this company for the first time in January from a referral from another The UPS Store" Franchisee that has used them in the past. I called and got a quote in writing to pick up a crate from my location at **** * ******* ******** *** *** **** ****** ** ***** ** **** ***** ****** ********* ** *****. They provided me with a quote in writing: Quotation ID: ********** for 213.04 and I receive a bill for $703.44 almost 3 times the amount that was quoted to me, I contacted them immediately. After countless emails and phone calls, they agree for me to pay $303.44 which is different from the original amount of $213.04, but I agreed to pay that amount to get things settled since we were going back and forth for 3 weeks with the same issue and got a confirmation # ****************. I received a letter from them a few days later asking for an additional $53.00 which I ignored at first and I am also short staffed down 2 employees, so I haven't got a chance to call them. Today, I received another letter from them telling me that they will auction off my crate. I don't know how to get through to them, I believe this is deceitful business practice. I can be reached at ************ or email me at [email protected], thank you for your help.
  **** ********

  

  Business Response

  Date: 03/16/2023

  Thank you for sharing your experience with us, Ms. ********. We value the opportunity to address your concerns, and we have looked into your shipment further to see what next steps would be regarding your shipment. As of today, March 16, 2023, a delivery appointment has been set for your crate for March 17, 2023. 

  We would like to extend our apologizes for the billing discrepancies you experienced, as this is not an experience we want or expect for our customers. If there is anything we can do to further assist, please do not hesitate to reach out to us at s**************. We're happy to help.

• Initial Complaint

  Date:10/11/2022

  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.

  The Pro number for my deliver is: *********
  
  I am expecting the delivery of a sauna. The website tracking showed it was to be delivered on Friday, October 7, 2022. By mid-afternoon, there was no delivery, so I called the office in Cohoes, NY, where the delivery is coming from. The person I talked to, ***, said that an appointment for delivery had to be made. He asked if Monday, October 10, 2002, would work. I said yes, that I would be home for delivery. He said that due to the distance from their office, the delivery would be in the afternoon; and that the driver would call one hour prior to delivery.
  
  By 2:00pm, I had not heard from anyone, so I called the office. The woman I spoke with said *** was not in the office today, and that she was the on-duty supervisor. I ask for the status of my delivery, and she said that they had my sauna on their truck, but that it was going to a sub-carrier (Upstate Cargo Carrier) and that they would call me in a few days for delivery.
  
  I was upset, and told this woman that is not was I was told by ***, and that this is unacceptable customer service. I arranged my work schedule to be home on Monday afternoon for delivery, only to find out that this *** had not told me the truth. Now I have to wait several more days, and take more time off of work for delivery.
  
  I find this to be extremely inconvenient, and terrible customer service. This *** should have told me the truth!

  

  Business Response

  Date: 10/20/2022

  Thank you for sharing this feedback with us and for allowing us to look into the complaint at hand, Mr. ***********. We have looked into PRO ********* and uncovered that your shipment was delivered by a partner carrier, not ABF Freight. We understand that there was some miscommunication regarding the delivery, and we would like to extend our apologies for any inconvenience it caused. Unfortunately, that is not typical for our shipments or business.
  
  
  In your desired settlement, you outlined that you would like a refund of your portion of the shipping charges. Unfortunately, since the company you purchased the sauna from is the paying customer, we are unable to issue you a refund. You would need to get in contact with the company you purchased the item from regarding this matter.