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:02/11/2024

  Type:Product 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.

  This company can never accept responsibility and admit that they did not provide the service as advertised. vered on time, he was not going to make any commitments. So now I was forced into finding another transportation broker and need to cancel my reservation with Airryd. They are refusing to refund my $89 deposit because they "already put time and work" into my reservation....I am very disappointed, my advice is to be very careful about contacting with this company

  Business Response

  Date: 02/21/2024

  There are numerous falsehoods in this complaint.

  1.) Your "transaction date" or date you booked the order was not 1/30/24, it was 1/25/24 .

  2.) You're first available move date was not until 2/12/24 , more than 2 weeks out - and we repeatedly responded to your numerous emails and texts within minutes or hours at most explaining every last detail you had questions regarding. 

  3.) After spending hours working on your order, advising you, and working on setting up your transport, you requested to cancel the order on 2/8/24 , still multiple days out from your desired pickup window. At this point, the work had already gone into the order, and our time is not free. We have a 24 hour policy on refunds if you choose to go a different direction. This was not within 24 hours, it was 13 days later.

  4.) You violated our terms and conditions by taking our advisory information, and then deciding to not trust the process, and instead "shopping" the order to other brokers or companies who obviously will tell you "yes" to anything you want to hear. Yes we will guarantee that , yes we will definitely promise that **************,  (this is parody ) but obviously that is exactly what other companies will do, they will say anything and do anything to get an order. But the issue is you had already booked an order with us, and our contract gives us 7 days from your first available date to get the load moved, and you decided to shop the order more than 4 days prior to your first available date and seek other options, therefore voiding any opportunity we would even have to get this load moved for you. So bottom line is, if you didn't believe in our company, or our process, then you never should have booked the order in the first place. This is the entire reason we have a $89 fee , so we don't waste our time on clients who want to use up our resources, and then cancel out orders or no show on trucks.
  

   

   

  
  

• Initial Complaint

  Date:09/27/2022

  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 will speak with a member from your corporate office or I will pursue legal options. Your rep, a man spoke to me disrespectfully and very unprofessional. Unless you all have audio proof of the call, be very careful with slander in trusting that your rep did not speak to me with foul language and tone. Not once did your company reach out to investigate the matter nor ask questions. To take the word of a rep who refused to provide a managers name or connect me with a different rep, he should be fired, or at least apologize to me personally. I will continue to pursue this until you all make this right. You are responsible for who the communication of your costumers with not only the contractors but how your business operates because it reflects your standards. ave been damaged and was not authorized for personal use of any driver outside of loading and unloading the car from the pick up destination to the arrival destination. When I asked for a manager he said the manager wasnt available. I asked for his name and he informed me it was ************************* and said I can look him up on Instagram. I would like to speak with someone from corporate as this is no way to run a business or the type of customer service that a pay customer should ever receive.

  Business Response

  Date: 10/22/2022

  Our business sets up the transports , and connects individuals with trucking companies. We vet those companies to make sure they are insured and properly equipped to haul the vehicle or load that a customer is requesting . We do not directly load cars or determine operational logistics of specific trucking companies. That is not what we do.
  

  
  

   You called our rep, and began cussing him out and calling him names over an apparent issue of a perceived 6 additional miles on your car. The car was a used 2018 ******** GLA with over 27k miles on it. Although it's not typical for a car to have any additional miles on it, occasionally it does happen if a trucking company needs to move a car for one reason or another, maybe to a local yard, or holding facility, or if a truck breaks down and a vehicle has to be offloaded to another nearby truck. But it was not our employee or our company that drove the car or put any additional miles on the car. But typically we do not see anything beyond a few extra miles.
  

  
  

  You are welcome to file a claim against the carrier's cargo policy, as we told you , but more than likely no insurance company is going to pay out anything over 6 miles, as that does not impact the value of the car in any meaningful way.
  

  
  

  We also asked you if there was any additional damages, and you said no.

  
  

  But in summary what we can say, is that you requested your vehicle to be picked up on or about 08-19-22. Your car was loaded on 08-20-22. Secondly your initial quoted rate on airRyd.com came to a grand total of $859. We got this transport done for you for a grand total of $839, $20 less then the rate we even quoted you. The transport company was verified to have proper equipment and fully insured, and they delivered the car in immaculate condition.

  Business Response

  Date: 10/26/2022

  We understand that you feel you didn't get the right touch in terms of phone support from our rep, but in terms of the typical process of auto transport, nothing from our perspective happened outside of the norm. When you ship a car across *******, many things can take place, including truck break downs where a trucking company may have to move a few cars around to get them re loaded onto a new truck. This trucking company has denied moving this car , which we cannot confirm or deny, but with it only being 6 miles that you are disputing, there is simply no meaningful loss there for us to address. Our main concerns when facilitating transports is ensuring that carriers have proper licensing, insurance, and proper equipment to get the job done. If a meaningful loss does happen to occur, then the carrier cargo policy acts as a backstop for any damages. We apologize again for your unfortunate experience with one of our reps, and we do wish you the best going forward.

  Customer Answer

  Date: 10/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************