Complaints

This profile includes complaints for Montana Air Cartage, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Montana Air Cartage, Inc

  5700 Titan Ave Billings, MT 59101-6379

• 

  Montana Air Cartage, Inc

  21 E Iron St Walkerville, MT 59701

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:11/28/2023

  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.

  I ordered a sofa from Article furniture in September. It was delivered to Montana Air Cartage in October. Montana Air cartage has had the furniture since October 15. Today is November 28.The delivery window is through November 29. I have called and emailed this company multiple times since they received the furniture. They have not replied. Looking at the number of complaints I am surprised they are still in business. I dont understand why they would accept the order if they cannot deliver or follow through. I just want my sofa delivered as promised.

  Business Response

  Date: 11/28/2023

  Hello *****,

  I am sorry your delivery is taking longer than you expected. We want to get your product delivered to you as we do not get paid until the service is rendered. However we schedule routes into various areas across the state for multiple different venders. We have to create routes with multiple stops in order to have revenue to pay for the delivery costs associated with residential deliveries. Sometimes this takes some time to create these routes, and this time does create some frustrations for customers.

  This complaint should be focused to your point of sale who determines how their product is shipped. They are the ones who determine the service level. We simply bid on the order with a estimated delivery date and they determine the freight agency who is awarded the work.

  We deliver across Montana and the surrounding 7 states on a 24/7 schedule with a average of 700 happy daily customers. The complaints you referred to are from the very few people who do not understand how logistics actually work.

  We have multiple people in our dispatch department that you can reach out for order updates at ************. If this does not suffice you, Please reach out to your point of sale as they ultimately are in charge of this order. 

• Initial Complaint

  Date:03/07/2023

  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.

  I ordered two separate large pieces of furniture; one from Article and the second being from Wayfair, both companies using this deliveries carrier. Unfortunately, this carrier has scheduled deliveries with me and my family on several accounts and doesnt show up. Theyve been holding my furniture from both companies for several weeks blaming it on staffing issues and now the newest one weather. I understand weather can be an issue at times, however my company also drives in inclement weather as well. Its excuse after excuse and due to many attempts and a negative ****** review, I believe they are intentionally not delivering my items to be vindictive at this point. The owner is extremely unprofessional and I believe Ill never receive 2.5k $ furniture due to their service.

  Business Response

  Date: 03/07/2023

  Hello,

  This customers orders were delivered on 3/7/23 after organizing a downgraded service level to meet the customers needs. I have attached the review commentary for review.

  From the customer: Their service is extremely poor. I was supposed to receive multiple orders over 3 weeks ago and they still are sitting with this company, Ive reached out and do not get dates for delivery. Although, they have scheduled a delivery for three weeks ago and caused my family an inconvenience. Id pay more to go elsewhere. Companies like this will be out of business soon due to their lack of service and customer care.
  
  In response to your reply below. Its inaccurate about your scheduled deliveries. Youve scheduled deliveries with us and do not deliver, you dont deliver on the date and inconvenience families even after scheduling. (Thus all the negative reviews on this specific topic about your company)
  The weather around here has been fair for deliveries seeing my company has to drive as well. We are very familiar as we drive within 100 miles outside of ********.
  In regards to your comment about us doing it better, If locals could pick up our merchandise wed have it when it expected. So, that answers that.
  You, yourself wrote out exactly how Id describe your customer service.

   

  ********************'s reply: Hello A.M,
  We apologize that the winter weather has caused delays to your service area. We only service most home delivery areas once per week and it seems the bad weather continues to affect your delivery area. I am sorry that you also think we have a lack of customer care and poor service because of this, but we are hiring both drivers and office staff if you think you can do it better! If not your delivery will be scheduled and attempted at the next available time. We reach out ***** hours in advance to schedule home deliveries. If you have any questions please call us at ************
  
  Response #2
  
  The original statement stands, and adding that just because you are within 100 miles of ******** does not make your location a local service point. The route that your area is scheduled with is serviced with other points which are further north and have been affected by weather. We do not just route single shipment deliveries. While we do our best to service everyone quickly and efficiently, We would not have a functional delivery service if we did not create routes and service multiple deliveries at the same time. Sometimes this comes with a delay to some customers that might not be perceived as fair to your situation.
  
  Not sure what your "If locals could pick up our merchandise" comment implies. We are a local Montana business and have been for 30+ years. It is mentionable that we have also offered you a downgraded service level which could accommodate you on a Monday-Friday basis with our normal freight route that travels your area daily. However, this comes with 1 person who can only deliver as a outdoor drop. Not the 2 person crew that would complete the contracted inside delivery. Your reply to this was "how would we compensate you for this." You were told that you would have to reach out to your point of purchase regarding that. This is where we have left off.
  
  Response #3.

  For a update, this customer was serviced the next day with a downgraded service level on a normal freight route. As a local courier company we do our absolute best to service all customers as quickly as possible. Ultimately we are not paid until we deliver, we want to deliver. We complete 600 deliveries per day company wide and the small handful of negative reviews and comments come from people who do not take the time and care to understand how scheduled routing for rural deliveries works.