Complaints

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

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  Freeman

  14221 Dallas Pkwy # 200 Dallas, TX 75254-2942

  
• 

  FreemanXP

  21 West 46th Street, 10th Floor New York, NY 10036-4119

• 

  The Freeman Company

  9900 Business Pkwy Lanham, MD 20706-1847

• 

  Freeman

  8201 W 47th St Mc Cook, IL 60525-3481

• 

  Freeman Company

  1601 Boice Pond Rd Orlando, FL 32837-8409

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:02/11/2025

  Type:Order 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.

  On 10/09/2024, Freeman contacted me saying I owe $321.75 for electrical services for a conference booth. I did not use their services because my lights were battery powered. Using battery power was consistent with the exhibitor rules I agreed to, and I disclosed my battery use in my booth plan.* They have repeatedly made the false claim that I was obligated to use them for any electrical needs and still owe them money. They were presented as one of the multiple optional vendors.* They have repeatedly made the false claim that I am somehow obligated to follow their terms and conditions (even though I am not their customer).* They have provided no proof that I have used their services or that I was obligated to use them even after multiple requests.* They continue to contact me via phone and email even after notifying them multiple times that I do not wish to be contacted by them. I have been pestered upwards of 25 times from different emails and phone numbers.These are dishonest and annoying tactics that violate FTC law, and they have likely used them to success vs many other vendors who can't afford the perpetual fight. Once again, I ask that they do not contact me ever again, remove my fake invoice from my records, and discontinue these dishonest tactics and false claims with other businesses.

  

  Business Response

  Date: 02/13/2025

  We appreciate the customer's intent to resolve this situation. However, Freeman disagrees with certain details that were shared.  While the customer indicated that his lights were battery powered, when Freeman did an electrical audit of customers potentially using power at the event, we found that Model Forge AI was using electrical / power services to power both lights and his monitor.  See attached invoice with comments listed that were provided by the on-site team.

  In accordance with our terms and conditions, when services are rendered at an event, applicable charges are incurred.  We hope this provides context for the balance due.  If you have any questions, please do not hesitate to reach out to the contact information that can is provided at *********************************************************;  Or you can click on the link in the attached invoice for additional information and options.  Thank you.

  Customer Answer

  Date: 02/13/2025

  I am rejecting this response because:   
  I was informed by email and phone that I was being charged because the audit showed that I was using lights and a monitor.  When I had mentioned I was battery powered,you came back to me saying it was against your terms and conditions.  In your response here, you again mention your terms and conditions. You were an optional vendor and I was not your customer,I am not bound by any of your terms and conditions, I am only bound to what I agreed to when I booked a booth through The Business Show.  I followed their rules and disclosed my power use to them.
  
  If you can provide proof that I signed something or agreed to use your services (which I did not), then you would have a case that I am bound by your terms and conditions.  If you had any evidence that I used your services, then you would have a case.  I am telling you that I purchased a $300 battery because it was cheaper than paying you $300+ to bring power to my booth for a few LED lights.  You are claiming you saw me plug it, but have provided no evidence, pictures, etc. 
  
  I have asked on numerous occasions for you to stop contacting me unless you have any evidence of your claims, and all you do is send me new invoices along with your terms and conditions.  You have absolutely no claim to me and I have record of you contacting me over 10 times since I have asked you to stop.  Those unsolicited $500 FTC violations are adding up quickly to the point it might be worth pursuing on my end.

  

  Business Response

  Date: 02/19/2025

  After reviewing the additional information provided by the customer, ********************** has decided to provide the customer a one-time customer care credit for the amount of the electrical outlet that was provided.  
  
  Please find the attached Event Statement reflecting this credit and a $0.00 balance. In the future, when electrical services are utilized, applicable charges will apply.

• Initial Complaint

  Date:01/21/2025

  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.

  Freeman has billed **************** for services for *****************************. We asked them to fix and they have not. Now they are emailing our team members that we are in collections. This is a big problem!We ask that freeman wipes the bill and bills the correct entity moving forward. I've made it very clear that invoices for ***************************** go to ***************************

  

  Business Response

  Date: 01/31/2025

  We sincerely apologize for any inconvenience caused during the process of updating the invoice company name from ************ to Coastal Pay. We understand the importance of accurate invoicing for your accounting team to validate and process payments.
  
  Attached, you will find email communication (which includes a screen shot of the email with date and time sent, a Word document that includes the entire conversation, and the three attached invoices) sent to *************************************** on May 24, 2024, as directed by ****** ********, along with the corrected invoices.
  
  We appreciate your patience and understanding as we worked to resolve this matter. Our team is committed to continuously improving our services to better meet your needs. We strive to exceed our customers' expectations and regret any frustration this oversight may have caused.

• Initial Complaint

  Date:12/16/2024

  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.

  AAA20 Group is beyond disappointed with the service provided by Freeman Transportation during our Interhphex participation. They failed to deliver our equipment safely and transferred all responsibility to ********, their claims management service, which simply denied our claim without proper justification. This has caused significant financial and reputational damage to our company.Heres the timeline of our frustrating ordeal:April 14, 2024: Our Robot Arm was damaged during transit while being transported by Freeman to a major show.April 16, 2024: We immediately submitted a Claim Reporting Form detailing the damage.April 1618, 2024: Due to Freemans failure, the robot was non-functional during the show, significantly impacting the quality of our exhibition, resulting in lost sales, advertising value, and business opportunities.April 26, 2024: ********, their claims management service, denied compensation, claiming improper packaging without providing any explanation or evidence about how the materials were allegedly improperly packed.JulyNovember 2024: Despite multiple follow-ups from our side and clear evidence of proper packaging, Freeman has failed to take accountability or offer a resolution, leaving us no choice but to consider litigation.The damage to the equipment alone is valued at $33,799.50, and the total financial lossincluding lost opportunitiesis well over this amount . Freemans decision to transfer all responsibility to ********, which denied our claim without proper grounds, reflects poorly on their commitment to their customers.We trusted ********************** with high-value equipment, and they let us down at every step.

  

  Business Response

  Date: 12/26/2024

  We appreciate the opportunity to provide a response to the customer's submission. Unfortunately, due to the holiday season, we are unable to provide a response as quickly as we normally would. We will provide our official response to their complaint by end of day on Friday, January 10, 2025. We thank everyone for their patience.

  

  Business Response

  Date: 01/10/2025

  Thank you for bringing this complaint to our attention. We take all customer concerns seriously and appreciate the opportunity to address this matter. After thoroughly reviewing the claim, we stand by our decision to deny the claim based on the following reasons but will reach out to our customer or their representative to open communication.
  
  After a thorough review of your case, we denied the claim based on two key factors:

  Terms and Conditions: As outlined in our terms and conditions, which were agreed upon at the time of service, certain types of claims are not covered. Specifically, our policy clearly states that we are not liable for damages resulting from improper packing of client-owned freight.

  Improper Packing: Upon inspection, it was determined that the freight in question was not packed according to the guidelines provided. Proper packing is crucial to ensure the safety and integrity of the items during transit. Unfortunately, the improper packing contributed to the damages incurred, which falls outside the scope of our liability.
  
  We empathize with our clients situation, and value our relationship with our client.  
  
  As such, we will instruct our claims management service to reach back out on the last correspondence from our clients attorney and discuss a possible customer service resolution. Our goal is to provide the best possible service and support to our clients, and we encourage them to review our packing guidelines to prevent similar issues in the future.
  
  If the customer has any further questions or requires additional clarification, we encourage them to contact us. We are more than willing to assist in any way we can.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 01/17/2025

  We are still waiting for the reply they would give by 1/10/25

  

  Business Response

  Date: 01/20/2025

  Our response was filed with the Better Business Bureau on Friday, January 10 per our commitment.  Please share this with the customer.  Thank you.

  Customer Answer

  Date: 01/21/2025

  I am rejecting this response because:   as attachment shows, there was no response on January 10th. Please provide the response.

  Customer Answer

  Date: 02/17/2025

  I am rejecting this response because:     as attachment shows, there was no response on January 10th. Please provide the response.

  

  Business Response

  Date: 02/19/2025

  Please see the attached response submitted through the BBB site on January 10, 2025.  I"m not sure why it's not being seen by the customer.

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because:   As you are likely aware, under ordinary circumstances a shipping company is liable for all reasonable and foreseeable damages arising from damages caused to property it transports including, but not limited to, the difference in value of the goods when they were transferred to the shipping company and when they arrive. See ********************************* v. E. Tex. *************************, 661 F.2d 761, 764 (9th Cir. 1981); ****** v. *********************************. Liab. Co.,Nos. *****, *****, 2012 Nev. Unpub. ***** 278, at *5-6 (Feb. 24, 2012).
  
  Here, you claim there is an exception because the material was improperly packed and shrink wrapped. This argument lacks legal merit for multiple separate reasons.
  
  First, and most significantly, as a factual matter, AAA20 denies that the material was either shrink wrapped as that term is ordinarily used in business or that it was improperly packed. AAA20 has pictures showing that it was correctly crated and encased in wooden barriers with steps taken to ensure its protection. You provided no information,much less evidence as to why you believe either of those were true and my client denies them. AAA20 carefully packed its valuable materials including the robot arm.
  
  Second, even assuming the products had been improperly packaged, it is clear that the damage was not caused in any conceivable way by the way the materials were packaged, but by a forklift or similar object penetrating the equipment. In other words, the damage was caused by Freemans negligence in either striking the materials or placing them into locations where they were likely to be struck. 

  

  Business Response

  Date: 03/07/2025

  Thank you for the opportunity to provide additional information regarding this matter. After reviewing the latest submission, we respectfully maintain our position as outlined in our previous response.
  
  Freeman has nothing further to provide in response to AAA20's latest submission, as AAA20 has not presented any new or additional information that would either void the agreed-upon terms between our companies or indicate that some exception to those terms should apply in this case.
  
  While we understand the damage was unfortunate, Freeman stands firmly by its terms and conditions, which clearly establish that the responsibility for ensuring proper and safe packaging of products rests with AAA20. These terms were agreed upon at the time of service and are standard in our industry for good reason.
  
  Freeman values its relationship with AAA20, as we do with all of our customers, and we continue to strive to provide the highest level of customer service - a commitment we have maintained for nearly a century. Our dedication to quality service is precisely why we emphasize the importance of adhering to proper packing guidelines, as this ensures the safety and integrity of all items during transit.
  
  We believe we have addressed this matter thoroughly and transparently through our previous correspondence and this additional response. We remain open to constructive dialogue should AAA20 wish to discuss this matter further directly with our claims management team, as previously offered.
  
  Thank you for your time and consideration in this matter.

  Customer Answer

  Date: 03/12/2025

  I am rejecting this response because:   it does not solve the issue. Please provide the contact information for the claims management team, if something can be done.

  

  Business Response

  Date: 03/14/2025

  The customer may contact ********************** at ************** and ask to speak with ***** ******** to continue this conversation regarding this matter. Thank you.

• Initial Complaint

  Date:10/14/2024

  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.

  After sending invoices for services that we did not request or authorize and - to my knowledge - they did not provide, Freeman referred us to a collection agency without discussion. I would like them to cease they collection attempts an repair any damage done to credit bureau reports.

  

  Business Response

  Date: 10/14/2024

  Good afternoon-

  While the specific details of the transaction were not presented in this complaint, I believe I am aware of what services Mr. ****** is challenging. I have attached two invoices for the presumed charges in dispute. It appears that at an event called ************************** ************ where Freeman was the official service contractor, ****** requested to rent a chair from Freeman while at the event for his exhibit space. Apparently he did not provide a credit card for this service, so an invoice was generated and mailed to him that day so that he could submit payment. In addition, the next day, while performing an electrical audit of the show floor, his company was identified as using electrical service on the show floor. This service is not complimentary as outlined in the exhibitor service manual communicated to all exhibiting companies by the show organizer, and exhibitors utilizing this service are audited and charged when the service is in use. Therefore, a second invoice for the electrical charges was also submitted.
  
  Our accounts receivable teams have been in communication with *********** throughout the prior months to try and receive payment, with no luck. The terms and conditions are shared on the first page of each invoice outlining expectations for services rendered. 
  
  It should also be noted that their company has exhibited with Freeman at other events (including just this month) and they presented payment for services rendered. The attached third invoice is submitted as proof.

  Please let me know what questions you might have. Thank you.

  Customer Answer

  Date: 10/14/2024

  I am rejecting this response because:   To the best of my knowledge, we did not receive an additional chair or use electrical services at NGPA. 

  

  Business Response

  Date: 10/15/2024

  These are valid charges and should stand. The request for an additional chair was submitted on-site by Mr. ****** per the internal documentation by our on-site representative. And the electrical was being used in the booth per our Electrical Operations team.  They noted the following on the attached electrical invoice: 2/15/24 - BOOTH ELECTRICAL AUDIT - 5AMPS - CHARGED FOR LAP TOP/ IPAD - SD".  

  Customer Answer

  Date: 10/15/2024

  I am rejecting this response because:   As Freeman correctly pointed out, we have a track record of exhibiting and multiple venues and for services we request and use. We did not request or use the services I am disputing. Continuing to claim that the charges are valid simply because they say so doesn't make any sense. The whole basis on my complete is that I should not be charged for services I didn't use the services they're billing for. 

  They seems to be saying that I should pay them just because they've charged me whether or not they actually delivered services. That's fraud, I beleive. 

• Initial Complaint

  Date:03/29/2024

  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.

  We were moved by All My Sons moving company in Mid Feb 2024. When they arrived neither of the 3 employees assessed the items to be moved. They just started loading the truck. During the loading they broke my sons 65 inch TV by cramming it in the truck. My son witnessed this. They also broke a dining chair retailed at ****** and the side of our kitchen island. In addition we were charged for TV boxes which were not TV boxes. They were picture boxes taped together to enclose the TV's. We were also over charged the time for the move by 2 hours. We had a ***** self propelled mower, empty of fuel. Movers said there was no more room on the truck and refused to take it. All other vehicles were full and we could not return for the mower per new owners. It had to be left at the home we moved from. We filed a damage claim and was only awarded ******. They said that was the best they could do. We have given the company 30 days to respond on the mower. Finally after 4 calls to them, they claim it is not their fault that there was no room on the truck. In addition we have requested an itemized statement for the move and they say they dont give that. All we got was an invoice with the bogus time it took to move and supply charges, some of which were TV boxes which we never got. Their lead mover who was referred to as "Cheeto" was rude until tip time. I asked him for an itemized statement and he responded the company will get us that. Again, never happened. This move totalled over 1800 dollars when it shoyld have been closer to 1400 not including the damage they caused.

  

  Business Response

  Date: 04/03/2024

  Please remove this complaint against our company Freeman.  We have nothing to do with All My Sons personal moving company.  I have expressed frustration about this to the BBB before, as we have been assigned multiple times the incorrect complaints that were lodged against this moving company.  Please ensure that any complaints moving forward are addressed to our company Freeman.  Thank you.  Please let me know if you have any questions.  I hope these poor folks get to submit this claim against the correct company.

• Initial Complaint

  Date:02/09/2024

  Type:Product 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.

  Prior to the *** Show in January, I had reached out to Freeman Transportation about delivery services taking our booth from the show back home. I was quoted $2318.40 for transportation based on all the dimensions and weight given for our freight.As we prepared to leave the show, I worked with the Freeman representatives on site to ensure that everything was set and was told that there were no changes to freight cost.After we had left, I received a call saying that they needed to use a Flat Bed truck. I had arranged alternative options at $2,200 so asked them to confirm that the price would not change and they told me that they would call back if the quote had changed. After not receiving a call confirming any price changes the next communication I received was a few days later that they had damaged our freight when loading. I am currenlty going through the claims process for the damaged.After all of this, I was charged $5,150 without any notice. A massive increase from the original quote and a huge surprise given that the freight was also damaged in the process. I tried to work with their teams, but was told that the freight price changed and there was nothing they could do.Definitely a disappointing experience overall and would highly recommend using alternative options when using transportation services for your next trade show.

  

  Business Response

  Date: 02/20/2024

  We respectfully disagree with various elements of this customers claims. The quote he attached and keeps referencing to us was for an inbound shipment that he did not use, as he decided to use another carrier for the inbound service.
  
  He brought in his miniature house/shed in on a flat bed (receiver attached).  While on-site, he did not speak with anyone from the transportation team before shipping it out. The outbound paperwork submitted to Fremean only called for One large piece written in. When the transportation team went to look at it on the show floor, they realized it required a flatbed for safe shipment. A transportation representative called the exhibitor to let him know if there is any damage to the windows it wont be covered, but there were no questions about price and he said he didnt care if the windows were damaged.
  
  The initial information provided to the call center in advance was not the full picture and made it sound like it was a standard skid instead of a house that cannot be shipped LTL.
  
  Unfortunately during load out the driver was strapping the piece down and pulled one of the straps too tight and it pulled some nails out of place. So a Freeman Transportation representative emailed him pictures to give him a heads up and the claims form. 

  We feel Freeman did it's best pricing the shipment in advance based on the information provided by the customer, and the charges that were ultimately charges are fair based on the service needed by the customer.

  Customer Answer

  Date: 02/20/2024

  I am rejecting this response because:   
  

  This is not telling the truth. I did meet with on site transportation and they actually told me that the outbound freight was already prepaid when I inquired about any potential price changes. At that point, they knew exactly what they were going to be shipping out and had ample time to notify me of any price changes. 
  

  When I received the call about the change in truck, I explicitly asked about any potential cost change. The Freeman representative told me that they would update me if there was a change in cost (never gave me an update). I used speaker phone with a witness knowing that I wouldnt have a paper trail. You can contact the witness at ************ (****************).
  

  I have attached an image of a quote I received from another carrier in case the pricing had changed. As you can see I had alternative options at $2200, which is significantly less than what freeman charged me. 

  

  Business Response

  Date: 02/28/2024

  Our transportation team has been in touch with the customer, and they agreed on a resolution after Freeman provided a 25% discount on services for customer service.  See attached for communication to customer after verbal agreement on telephone.  Awaiting email response from customer.

• Initial Complaint

  Date:02/07/2024

  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.

  Incident took place at ISC East in *************, November *****. We have contacted Freeman several times in regards to this issue and they have either not responded or claimed no responsibility. ************: $1893.44 (Display labor install - *********)************: $341.70 (Material handling)410001086834: $434.27 (Transportation)410001040304: $435.44 (Booth furnishing + cleaning)410000462344: $327.60 (Display labor dismantle)410000459690: $517.70 (Booth furnishing - carpet)410000459677: $823.10 (Display labor install)The total amount that we've paid up for services during ISC East equals $4773.25. There was a message from the ********** saying that our display was in bad shape and had missing pieces. However, I personally packed our display and can guarantee that everything was accounted for. The laborers attempted to construct our display as fast as possible, which resulted in extremely poor work and a booth that was practically unusable. They blamed us for missing parts and did not complete their job. In addition to the above, our display frame (that had all parts accounted for) was first built in the wrong direction, which could have been easily avoided if instructions were followed. When we requested the ********** to come fix their mistake, we were charged an additional hour for labor. Next, the ********** just haphazardly threw our display together and my team had to spend the first two hours of the show fixing their mistakes. We were still charged for labor even though my team essentially had to redo EVERYTHING.And finally, the laborers perforated our display with zip ties instead of threading the display through the frame. This display has now been permanently damaged and must be replaced. We are being charged for labor that was not completed and labor that had to be fixed as a result of the installation teams errors. We are also seeking compensation for our display, as it is now ruined beyond repair.

  Customer Answer

  Date: 02/08/2024

  In there report, they claim pieces ***** are missing. The instructions have the pieces labeled by letters, not numbers, so this makes no sense. In addition, all of the "broken/missing" pieces were for the standroid, yet our waveline display was built incorrectly and we were charged for them to come fix it. In addition, the display for the waveline was attached using zipties poked through the fabric. This has permanently destroyed the fabric display. When they came to fix their mistakes, they rebuilt is so poorly, it was falling over and we had to fix it ourselves and yet we were still charged for labor. These issues have nothing to do with any missing or broken pieces, since they were two separate items being built.  

  

  Business Response

  Date: 02/21/2024

  After receiving this BBB complaint, our internal teams once again reviewed the situation the customer provided, and we determined that a continued direct resolution would be valuable.  Our Director of Exhibitor Services *************************** in ******** has been in direct conversations with ***** regarding the concerns.  Here is the final message that ******* shared with ***** via email on Monday, February 19. 

  "Allie,
  
  Thanks so much for the call last week.  Im glad we were able to come to a satisfactory resolution to your concerns and the frustration it has caused you. 
  
  As discussed, the claims process is handled by an unbiased third-party company that reviews the statements and any available documents or pictures and then determines if compensation is justified.  In your case, it was found that Freeman was not liable for the damages described and no compensation was offered.  
  
  Often these situations warrant another look at the circumstances for us to re-consider the determination and offer a credit as a simple extension of goodwill to a valued customer.  In your case we found that to be a reasonable solution to your concerns.  
  
  As promised, I have credited all the labor costs and processed a subsequent refund to the card on file, please see attached for reference.
  
  Thanks again for taking the time to share your experience.  Please keep my contact information handy, Im happy to help make your next event a successful one for you!
  
  Best regards,
  
  Deb"

  Attached you will find a supplemental invoice with the credits that ******* shared with ***********  Freeman feels that with this response, we have sufficiently resolved the situation to the customer's satisfaction. Please let us know if you have any further questions.

  Customer Answer

  Date: 02/21/2024

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 02/21/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/15/2023

  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.

  ******** with All My Sons Moving Company quoted me a price of $181 per hour with $100 down. They called me the day of, to tell me a guy had a family **************** would get someone there but no time frame. 4 guys showed up. You can hear them banging things around, but by then I was just happy to be moving. Moved 2 bedroom apartment, into another 2 ************** than 10 miles away. I was charged for almost 4 hours of labor. They charged me $138.99 worth of gas, travel time $209.00 & labor $783.75. Oh $4.95 per roll of tape that the guys were using like it wasn't nothing. Move said well you're paying for it anyway. They put a gash in my dinning room table, busted a foot on my sofa, put a huge hole in my son's dresser, scratched up door frames of new place, dropped ************ shredder in the ********** missing 2 bathroom rugs. The 3 forms they emailed me, 2 is not my signature. Someone else signed it.

  

  Business Response

  Date: 06/15/2023

  Hello - we once again are receiving messages about a company that is not us.  This is clearly about a moving company, not Freeman.  Please review your routing system and ensure that the only messages you are asking us to respond to are about our company Freeman.  I must receive 5 of these a year, all about a moving company that has nothing to do with us.  Thank you.

• Initial Complaint

  Date:02/24/2023

  Type:Product 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.

  When you place an order with Freeman, they give you an option to choose payment method & when they should expect payment. I ALWAYS choose papercheck as it is against company policy to use our corporate cards for this merchant. Freeman however makes you provide card info in order to move forward. I give them my corporate card info with the intent to cut a paper check well before payment is expected. That being said they still charge my card EVERY TIME weeks before the anticipated/expected payment date. I have worked with *************** for every refund and every time she offers an apology, claims to have made company directors aware and has implemented training so that it doesnt happen again, and yet it happens EVERY TIME. I have to beg for my refund. If I do not get my refund within a month, we are likely to be audited and found out of compliance with company policy due to card charges- and this is a major issue. Everytime I try to contact them, no one knows how to handle it. I am literally on a **** right now with a person named ******* and this was her response:
  
  ******* 02:35 pm
  So I was just informed that we can not issue the refund until the check is processed to us first and because you didn't advise us not to charge the card they automatic charged it but once the check clear they will issue a refund.
  
  THEY ARE HOLDING MY MONEY HOSTAGE BECAUSE OF THEIR MISTAKE!!! I have an automated email FROM FREEMAN stating that they are not expecting payment until 3/10/23 in the form of Papercheck & I was charged 2/24/23. Also, when I placed the order I put in the notes "DO NOT CHARGE CARD" and they are saying they wont refund me bc I didnt put that in my notes- which I absolutely did but this shouldnt even be a response. ******* even states that the notes were placed on card ending in **** which was the card that was charged (refer to ****).

  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/03/13) */
  Customer does not have terms with Freeman. They are indicating that they want to pay by check, but it is taking them up to 4 weeks to send the check. Our standard operating procedure (SOP) is to charge the back up card on file if a check is not received by show open as all services have been provided at that time. If customer wishes to continue to pay by check, we just need to ensure that it is received prior to show open (ideally ASAP) to avoid her credit card being charged. She can also work with finance to apply for terms to allow for the 30-day window they seem to require.
  
  Complete details of Freeman's payment terms can be found at the following link:
  **************************************************************************************************
  
  Please let me know if more info is needed.

• Initial Complaint

  Date:02/17/2023

  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.

  As an exhibitor at the IBS show in Las Vegas, stationed at booth #SU560, I was unjustly charged by Freeman for a service that I did not request. Despite my efforts to collaborate with Exhibitor Support, the issue remains unresolved.
  I was charged with
  02/02/23 $532.38
  02/15/23 $189.25
  02/15/23 $5,615.60
  for the services that I did not order.

  

  Business Response

  Date: 03/06/2023

  Good morning. I apologize about the late reply as I have been out unexpectedly. I have requested backup for all conversations and need to review more thoroughly tomorrow when I am back in the office. I will submit our official reply by end of day, Tuesday, April 7.

  

  Business Response

  Date: 03/16/2023

  Unfortunately some of the details that were shared do not match the details of the event.
  
  
  
  In regards to the outbound transportation charge, it is each customer's responsibility to turn in their outbound paperwork, not Freeman's.Every customer requests and submits the completed forms during move-out to indicate their shipment is ready for pickup by their designated carrier. At the same time, each outside carrier must check in at Freeman's designated marshaling yard and provide all booth numbers they are picking up shipments for. His stated carrier unfortunately did not check in with Freeman for his booth number, thereby never having his shipment's paperwork matched with that driver. In these instances, when the driver has not check in by the deadline during move-out, shipments are rerouted onto Freeman's carrier to their final destination. (See attached internal notation from Freeman's system outlining this situation).
  
  
  
  In regards to the other charge, there are certain actions that cannot be done by customers due to safety and union jurisdictions. These charges fall into this category. As a reflection of customer service, we refunded the dismantle charge as outlined above, but the install is valid because the work must be provided by Freeman's labor teams..
  
  
  
  Please let me know if you have any further questions.
  See Attachment/File: BOOTH SU560 outbound notes.pdf

  Customer Answer

  Date: 03/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Initially, I completed the necessary paperwork provided by my carrier and prepared the shipment for pickup by the assigned driver. However, the driver was refused access because Freeman intended to charge me more than 3 times higher price than my carrier for the same freight.
  
  
  
  Regarding the data line connections, I did not request the electrician's services, yet I was charged for installation, one hour of labor, and dismantling. Although they refunded me for the dismantling, they still owe me for the installation and one hour of electrician labor, as well as the difference in freight cost. It's important to note that I did not authorize the installation, and if I had not signed the paperwork, my power could have been shut down.
  
  
  
  As my business has just begun, I require support from Freeman rather than being overcharged. I would be satisfied if I were charged fairly and any overcharges were refunded.
  See Attachment/File: 2058601 shipping label-purple-dark-2up ibs 2023 las vegas convention center ltl-to show inb