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:04/22/2025

  Type:Billing 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.

  I rented a cargo van from the Merchants. The van was returned on Mar 17 2025. On Mar 31 2025, I received a message from the vendor that the van had damage for which they will charge $2020.69 to my account. I disputed this charge with them and provided evidence that there was no damage to the van when it was returned (see pictures attached). I further shared a report from an automated AI tool the vendor requires to use to detect any damage. The tool automatically catches any damage to vehicles. None of these show any damage to the vehicle. Yet Merchants refused to accept this evidence and charged me for damages even though they had no proof of damage.

• Initial Complaint

  Date:09/20/2022

  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.

  Merchants Fleet partnered with Amazon Logistics (AMZL) as a fleet provider to AMZL partners of the DSP program. AMZL steered DSP's toward partnering from Value-Added Service partners in good faith of quality service and fair-market rates.
  
  On October 15, 2021, Archway Logistics, LLC. requested 13 cargo vans to rent from Merchants Fleet for Peak Season '21. The quoted rate was $1300.00USD per vehicle/per month. The vehicles were rented by Archway Logistics, LLC. on October 15, 2021 - returning the vehicles on January 5, 2022. TRAVIS B******** oversees rentals and customer satisfaction. Below are the debited totals from Archway Logistics' business account by MERCHANTS FLEET:
  
  October 27, 2021 - -$12,015.11
  November 24, 2021 - -$14,401.85
  December 29, 2021 - -$29,170.92
  July 29, 2022 - -$19,553.23
  
  The total amount debited from our account to date is $75,141.11. However, our utilization of their fleet only produced a total of half of the stated amount.
  
  On Friday, August 26, 2022 at 1:30PM EST, Travis B******** & Tyler J***** organized a call to speak on this issue - denying bank records and the misappropriation of billing by Merchants Fleet.
  
  We'd like to file a formal complaint of Unethical Business Practices against this company. We are also in pursuit of $38,975.00USD owed to our company by Merchants Fleet.

  Business Response

  Date: 09/27/2022

  It
  is always our intention to work with our clients to reasonably and privately
  resolve any billing concerns.   Upon receiving the above message we
  again reached out to try and rectify any confusion with this specific DSP as
  well as Amazon.  Merchants stands behind the accuracy of the current
  billing status and the payments that were pulled for this DSP.  After
  speaking with Amazon, all confusion around these billing matters are now
  resolved.  It is our understanding that the DSP and Amazon are working to
  retract the above comments.

  Customer Answer

  Date: 09/28/2022

  
  
  Complaint: 18048719
  
  
  I do not accept the business's response as a resolution to my complaint because the billing and debit totals from Archway Logistics' accounts do not parallel the fleet rented before and/or during peak season 2021.  This company has not made an attempt to contact me directly despite 27 attempted phone calls, emails and/or messages.  However, they have communicated with my AMZL Business Coach - who is not the direct client to this matter.
  

  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 10/04/2022

  This client’s response is inaccurate, Merchants has properly
  billed and received payments for the number of vans and the duration they were
  used by this DSP.  Vehicle tracking data as well as payments accepted by
  Archway Logistics from Amazon Corporate for these vans is evidence to support
  this position.   
  
  Regarding communications, while the vehicles were at the
  operating station, we made weekly outreaches to try to resolve the issue as the
  balance continued to mount and our vehicles remained in the possession of the
  client. We eventually had to involve upper management at Amazon as our
  outreaches were not reciprocated. After several weeks and multiple attempts,
  Merchants had to repossess the vehicles from the operating station.  This
  repossession was done through a third party and thus documented and paid for by
  Merchants, this is even further evidence of the vehicles being in the
  possession of this DSP. This particular client did not personally inject
  themselves into their business to ensure that the proper procedures were being
  followed and that asset inventories were accurate. 
  
  Merchants has worked with thousands of third-party logistics
  companies and in almost all instances have been a valued resource and partner with
  these business owners.  Unfortunately, this operator is not grounded in
  fact or sound business practices, is not fully aware of his own business
  operations, and is unwilling to accept the reality of the situation.  With
  the invoices settled, we will make a final attempt to resolve this through the
  Amazon Business Coach, as standard procedure to do so with any DSP not
  following sound business practices.  If this outreach does not result in having a
  respectful and productive conversation with our team, we will be closing out this case.

  Customer Answer

  Date: 10/04/2022

  
  
  Complaint: 18048719
  
  
  
  I do not accept the business's response as a resolution to my complaint because of false-statements regarding the owner's involvement in day-to-day operations versus documented billing that doesn't support statements made by the company.  Further, AMZL's business coach provided direct contact information to MERCH and we've yet to receive communication.  MERCH has been responsive to only third-parties of ARCH since billing disputes began in January 2022. 

  These practices and similar, as noted by individual renters and DSP's across the IDG network support, confirm my position.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Customer Answer

  Date: 10/04/2022

  Complaint: 18048719
  
  I do not accept the business's response as a resolution to my complaint because of false-statements regarding the owner's involvement in day-to-day operations versus documented billing that doesn't support statements made by the company.  Further, AMZL's business coach provided direct contact information to MERCH and we've yet to receive communication.  MERCH has been responsive to only third-parties of ARCH since billing disputes began in January 2022. 
  
  These practices and similar, as noted by individual renters and DSP's across the IDG network support, confirm my position.
  
  Sincerely,
  
  ****** ********