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Business Profile

Freight Broker

ACI Logistix, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 165 total complaints in the last 3 years.
  • 164 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2025

    Type:Delivery 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.
    *** has had my package (worth approx $363 and is what I would consider fragile) with no updates since 6/19.Raised a ticket with them 6/25 with no *********** way to chat with a live agent

    Business Response

    Date: 07/04/2025

    We very much sympathize with Mr ****** delivery days are no fun. But to be clear, the ***************** had Mr ******* parcel and successfully delivered it on July 3rd, placing it securely in his mailbox.  

     

    Regards,

     

    **** *******

    ACI Consumer Experience Center

    Customer Answer

    Date: 07/08/2025

     
    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.

    Sincerely,

    ****** *****
  • Initial Complaint

    Date:06/30/2025

    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 placed an order with ***** and it was accepted by ************* on June 21, 2025. According to the tracking information (Tracking Number: **************************), the package was marked as "Out for Delivery" on June 29, 2025, but without any delivery attempt, it was inexplicably returned to the warehouse in ********** at 11:50 PM the same day.I have made several attempts to contact customer service, but have been unable to speak with a live representative.This package has now been in their possession for nearly two weeks, and I simply want it delivered.

    Business Response

    Date: 07/04/2025

    Well let's please start with the good news, Ms ******* parcel was delivered June 30th.  In her complaint she references a failed delivery attempt on June 29th, which according to the driver's notes was due to her apartment building (in *************) being inaccessible.  Delivery was re-attempted and successfully completed the very next day.  

     

    I assume Ms ***** was unaware ACI attempts delivery 3 times and if still unsuccessful we re-route through ***** at our expense, to ensure successful delivery.  

     

    Regards,

     

    **** *******

    ACI Consumer Experience Center

     

  • Initial Complaint

    Date:06/27/2025

    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 completed a transaction through ***** for two purchases. One purchase in the amount of $39 on June 20th, 2025 and another purchase in the amount of $20.62 on June 18th, 2025. Both of these packages were assigned to be delivered through ************* on June 21st, 2025 when the shipping labels were created for both packages. On June 26th, 2025 I received an email and notification from ***** letting me know that my packages both were out for delivery at 7:09am. When a package is out for delivery this means the package will be delivered on said day. Todays date is June 27th, 2025 and I have not received either package. I have left multiple customer service attempts with no help. Each time I try to speak with an agent I am notified that no live agents are available. I have also tried to put in multiple help tickets with one response telling me that the deliveries are backed up.

    Business Response

    Date: 06/28/2025

    Hello and thank you for the opportunity to respond to this complaint.  To be clear, "out for delivery" does not always guarantee delivery will occur successfully the same day. Given Ms ***** live in ************* and in an apartment building, it is our driver's discretion as to his / her personal safety as well as the ability to safely leave a parcel and/or access a building.  I can see the tracking details shows the parcel out for delivery on the 26th, an unsuccessful attempt at delivery, and the 2nd delivery attempt is scheduled for June 28th.  We attempt delivery 3 times and if still unsuccessful we re-route the parcel to ***************** who has a tremendous track record with these type of addresses.

     

    Regards,

     

    **** *******

    ACI Consumer Experience Center

    Customer Answer

    Date: 06/30/2025

     
    Complaint: 23528519

    I am rejecting this response because: although out for delivery does not always guarantee delivery on said day an unsuccessful delivery attempt would be dishonest in this case. My apartment building is secured by professional concierge services that ensure packages are received and administered to the tenants. 

    Sincerely,

    ********* *****

    Business Response

    Date: 07/04/2025

    I am not entirely sure why this complaint response was rejected. We attempted delivery to Ms ******* apartment building on June 26th but could not successfully complete the delivery. As Ms ***** stated, she lives in secured apartment building in *********  On June 28th we attempted re-delivery and was successful, delivering her parcel at 12:55pm.

     

    Perhaps Ms ***** is unaware we attempt up to 3 deliveries and if still unsuccessful we re-direct to **** at our expense.  

     

    Regards,

     

    **** *******

    ACI Consumer Experience Center

    Customer Answer

    Date: 07/08/2025

     
    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.

    Sincerely,

    ********* *****
  • Initial Complaint

    Date:06/26/2025

    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 ordered 2 t-shirts from a company a company called ***********. The package never arrived. I attempted to contact MonkeySober multiple times. They replied each time saying the item was showing as delivered. I kept asking for tracking information which they eventually supplied, after not doing so many times. The tracking information was for ACI Logistix. I contacted them. They sent me a photo of the delivery which their AI system correctly identified as being in a car, not at a home. They also said it was delivered to a spot that was 8.4 miles away from my home. Their response to the issue was to send a letter to the shipper asking them resolve the issue. Which, as previously noted, they will not do and said once its shipped, they no longer will do anything to resolve the issue. Im submitting reports for both companies, though ACI Logistix bears most of the responsibility.

    Business Response

    Date: 06/27/2025

    On behalf of ACI Logistix let me first sincerely apologize for this experience - this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged,ticketed, categorized, and reviewed by our ************************** whether the engagement is with our AI powered chat functions or with live CEC teammates. 


    For each delivery we require GPS updates with each scan event and photographic proof of delivery. We compare GPS coordinates with the destination address and utilize AI to review these photos for verification. I concur with Ms ******* that neither the photo proof of delivery nor the driver's GPS coordinates match the address at the time of confirmation.

     

    In Ms ********* region we partner with DoorDash as our delivery agent.  I have initiated an investigation into this incident with them with inquiry that the local delivery depot be searched for this parcel.  

     

    In the meantime, I have included my contact information below to assist Ms ******* further. 

     

    Regards,

     

    **** *******

    *************************************************************

    ACI **************************

     

  • Initial Complaint

    Date:06/25/2025

    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.
    Package was marked as delivered, picture provided was a photo of a phone with a picture of a delivery on it, went to the gps below AI directed me too and none of the houses look like the one in the picture. None of the houses in my neighborhood look like the one in the picture of a picture. Sender has placed this squarely on delivery service so not sure what to do. Ticket numbers include:143533 ****** as a follow up because no one ever responded.Would just love an update as to what is going on with my issue.Thank you for contacting us. I've located the parcel ACI3707604102100000011100023988339. I can see that it was marked as Delivered on 3rd Jun 2025 at 11:50 AM. Is there anything else that I can help you with?

    Business Response

    Date: 06/27/2025

    On behalf of ACI Logistix let me first sincerely apologize for this experience - this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged,ticketed, categorized, and reviewed by our ************************** whether the engagement is with our AI powered chat functions or with live CEC teammates. 


    For each delivery we require *** updates with each scan event and photographic proof of delivery. We compare *** coordinates with the destination address and utilize AI to review these photos for verification. I concur with Mr ****** neither the **** nor the *** coordinates validate successful delivery.  We partner with ******** for delivery in Mr ******* region and we will initiative an investigation.

     

    Mr ****** please expect a reach out from our claims team to assist. If you do not hear from us within ************************** directly.

     

    Regards,

     

    **** *******

    *************************************************************

    ACI **************************

     

  • Initial Complaint

    Date:06/18/2025

    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.
    My package from Nutrafol was marked Out for Delivery on Monday, 6/9 and it was never delivered. I did not receive any other tracking updates.

    Business Response

    Date: 06/27/2025

    Hello and thank you for the opportunity to respond to this complaint. The parcel was delivered June 17th. Our tracking site will contain relevant details.

     

    Regards,

     

    **** *******

    ACI Consumer Experience Center

     

    Customer Answer

    Date: 06/27/2025

     
    Complaint: 23482927

    I am rejecting this response because:
    I never received a delivery notification, so I did not know to retrieve the package when it was left out on the street. The call box at my apartment was not used to notify me that I had a package being delivered. In the photo provided the package is left out on the street and was likely stolen as my apartment management/mailroom never received it. If the delivery person had used the call box I could have came to retrieve the package and it would not have been stolen.
    Sincerely,

    ******* ******

    Business Response

    Date: 07/04/2025

    We very much regret Ms ******** experience; however, in reviewing driver notes and the parcel delivery instructions, using the "call box" at Ms ******** apartment building was never communicated as a delivery instruction.  We have several ways in which delivery instructions can be added to the parcel record, thereby assisting our driver and helping to achieve the most successful delivery possible.  This is very important with certain apartment buildings where access is difficult.

     

    Regards,

     

    **** *******

    ACI Consumer Experience Center

  • Initial Complaint

    Date:06/16/2025

    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.
    The delivery driver took a picture of my lobby and then stole my package. Didnt even attempt to deliver, Ive been home all day, never rang the doorbell or knocked, did not text or call. Just took a picture in the lobby and took off with my package.

    Business Response

    Date: 06/21/2025

    In researching Mr Baez’s parcel I can see it was
    confirmed as delivered with both address matching GPS coordinates and photo
    proof verification on May 16th. We display photos both of Mr Baez's apartment building and the parcel placed in what appears to be a lobby or mail consolidation area.


    I recommend Ms Carraquillo search of the surroundings,
    discussion with other location inhabitants, and neighbors.  Any local video footage (Ring, Arlo, Nest,
    etc.) should also be reviewed.  If theft is
    suspected we recommend contacting local authorities to file a report.  While every retailer, ecommerce brand, and
    marketplace has different policies regarding local theft, we hope this
    information proves helpful in securing either a refund or an item reship.  We also provide data and details via our
    website, mobile App, and Atlas (our GenAI assistant) for loss and missing
    parcel declaration forms.

     

    If theft can be proven with video surveillance then I ask Mr Baez to contact me directly, my contact information is below.  We take allegations of theft extremely seriously and will hold responsible parties accountable.


    Best regards,

     

    Paul Brunner

    [email protected]

    ACI Consumer Experience Center

  • Initial Complaint

    Date:06/16/2025

    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.
    *** Logostix is a terrible shipping company. I've been waiting for my package for almost a month, and when it FINALLY started to show movement, it went from **** to **********, but I live in *****. Now, it's been sitting in their **************** location for several days now, waiting to be handed over to *****There is no way to contact a living person at this company either. If you submit a ticket, they don't reply. They've also blocked people from messaging them on ******** and X.I'm fairly convinced this is a scam company, and I will never see my package. If you AREN'T a complete scam, then give my package to **** already!

    Business Response

    Date: 06/27/2025

    Let me first please assure ** ******** there is not scam or grand conspiracy to steal his parcel.  By providing the tracking number (thank you) I can see the tracking activity and concur with ** ******** the path is not correct to move from **** to ******  

     

    Since this parcel is entered into the US ************** network, the tracking number can also be used on ********* their track & confirm site.  If ** ******** had tracked his parcel on ******** he would have seen the Shipping Partner is not *** but rather FirstMile, who has operations in ************** and ***************** ** (ACI does not have operations in either city).  It would seem FirstMile must have missorted the parcel from SLC to SFS and then re-routed to ***** once that error was discovered.  I am merely speculating as ********* is a different company than ours.  *** does not take possession of the parcel until it arrives at our ************** ** hub for processing and injection into USPS.

     

    I hope this clears things up for ** ********.

     

    Regards,

     

    **** *******

    ACI Consumer Experience Center

     

  • Initial Complaint

    Date:06/16/2025

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 delivered a package to me today, but the delivery driver stole it. They took a photo as proof of delivery, but theres no package in the photo and some of the photo was manipulated. I went down to get the package immediately after it was delivered, so I know it wasnt moved.
  • Initial Complaint

    Date:06/11/2025

    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.
    My delivery from ******** was sent through First Mile and then through ACI Logistix. Unlike any other delivery service I have experienced, they cannot access my community, so I was unaware they would be coming through the gate and needed to be let in. On 6/6, they attempted delivery. The driver told the gate person he was delivering from ****. I told the gate person I didn't order from them so they didn't let him in. On 6/9, they attempted again. I missed the phone call, so another unsuccessful delivery. I opened a ticket with both companies. no one has contacted me - I cannot speak to anyone live. The status online still shows the unsuccessful delivery from 6/9 and nothing else. I want the package redelivered but am unable to do anything. The online Bot repeats the same info over and over, which is that is cannot give me any updates.

    Business Response

    Date: 06/14/2025

    On behalf of ACI Logistix let me first sincerely apologize
    for this experience - this is not what we endeavor to achieve for our clients
    or their consumers.  We review every consumer interaction and believe each
    is an opportunity to learn and improve.  Every encounter is logged,
    ticketed, categorized, and reviewed by our Consumer Experience Center – whether
    the engagement is with Atlas (our GenAI, fully interactive assistant) or with
    live CEC teammates. 

    I also want to ensure Ms Del a Pointe that we continue to invest heavily in
    improving the consumer experience: adding staff, around the clock coverage, and
    constantly seeking opportunities to improve supporting technology.  From
    the time of this complaint to now many improvements have already been implemented.

     

    Unfortunately Ms Del a Pointe did not include a parcel tracking number in her complaint so I cannot research and report.  However, I have included my contact information below and will gladly assist.  From her message it appears our driver has attempted multiple deliveries but has been unable to access her gated community.  This not uncommon.  We do have a simple process to add delivery notes and instructions to assist.  

     

    Regards,

     

    Paul Brunner

    [email protected]

    ACI Consumer Experience Center

     

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