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:04/14/2023

  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.

  Haul bikes was suppose to transport my bike from ** to CO. Contract was signed on March 14th and the withdrew funds out of my account. Now today I get an email stating my bike should arrive to ************* on or around the 17th. Contract states between the 1st and 12th of April. This is bad business I had plans for my bike here in ********, if they can't deliver dont take my money. Now I wonder where or in what condition it's in?

  

  Business Response

  Date: 05/24/2023

  Hello, 

    We do apologize for the delay in shipping.  Our contracts do not provide dates.  Our contracts do state that all dates are estimated and we do not provide a guaranteed date.  I do show that this unit has delivered and this should complete the transaction of shipping.

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

  Sr. Director of Customer Service

• Initial Complaint

  Date:04/03/2023

  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.

  This is regarding a motorcycle shipment.Bill of lading # P239366.Estimated Arrival date was 11-Feb-2023. The motorcycle was picked up on 9-Feb-2023 from ********** (**) and the delivery address is in ************** (**).As of today 3-Apr-2023 I do not have any information on the shipment and I did not receive any formal communication. The agent dealing with this shipment will not attend my calls or answer to messages.If no communication, I am assuming the motorcycle got stolen or lost. I am seeking the full $7,000 of the motorcycle value plus the refund of the shipment costs.

  

  Business Response

  Date: 04/18/2023

  Hello, 

    We have been in touch with *******************.com who is the paying company regarding this issue.  We are unable to release information on this due to the ongoing nature of the situation.

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

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  Your response doesn't give me any kind of information or timeline of when I can receive my motorcycle.

  I have made several attempts to contact your customer service department (lately ignoring my calls), but I have not received any helpful information or updates. I was notified verbally that there is an investigation ongoing, but no formal communication has been received so far.
  
  This has caused me significant inconvenience, as I was relying on the timely delivery of my motorcycle for the daily commute to work.
  
  I would like to request that your company investigate the status of the motorcycle and provide me with a detailed explanation of the delay and the timeline moving forward. 
  
  In case the motorcycle is lost, I am seeking the refund of the declared value ($7,000), the refund of the shipping costs, and the return of the motorcycle.
  
  If this will not happen within 60 days from the Estimated Arrival Date, I am seeking a daily compensation of $30 starting from 11-Apr-2023 until the issue is resolved. This refund will cover the cost of alternative transportation.

  Regards,
  
  *****************************************

  

  Business Response

  Date: 05/03/2023

  Hello, 

    As explained we are unable to provide additional details until insurance companies have resolved this issue.  We have been in contact with the company that contracted **, *******************, regarding this shipment.  As they are the paying customer we are not able to provide further details.  We do not compensate for late deliveries.  You would need to have a discussion with that company.

  ****** R

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The given response is incorrect. Shipment claims go directly to the hauling company. The broker which is ****************** needs only to be informed and put in Cc in all correspondence.

  That said, I remain firm on my conditions and the fact that a timeline is not given is not acceptable.

  You took possession of my motorcycle and you are withholding it without my consent. 

  Regards,
  
  *****************************************

  

  Business Response

  Date: 05/03/2023

  Hello, 

    I'm sorry but our contractual agreement is with them.  That is who we are working with regarding this situation.

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

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Agreed. You have to work with them to resolve your issue, but I still have to file a claim with the carrier and not with the broker.

  This was also confirmed by *******************. As a matter of fact, the motorcycle has been taken from me and you are the responsible carrier.

  Regards,
  
  *****************************************

  

  Business Response

  Date: 05/04/2023

  Hello, 

    We have provided you the answer that we are able to provide.  I'm sorry that it is not satisfactory to you but it is the only answer we can provide.

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

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Your statement appears to be incorrect as you can see in the attached emails. Motorcycle shipment confirmed that the claim will need to go to you and you are not currently working with them to resolve the issue but allegedly waiting from a response from a dealership. The attached is the first written communication from Haul Bikes besides the communication ongoing through BBB.

  Again, no timeline is provided and this issue remains pending.

  I am still seeking the refund of the declared value ($7,000), the refund of the shipping costs, and the return of the motorcycle plus the damage caused by the extensive delay in delivering the motorcycle equal to $810 as of today.

  Regards,
  
  *****************************************

  

  Business Response

  Date: 05/09/2023

  Hello, 

    We intend to have completed answers to the paying customer no later than next week Wednesday.  All compensation for damage will be paid in accordance with the signed agreement between HaulBikes and *******************.  If the bike is determined to be a complete loss then payment will be made based on that valuation.  Our agreement does not provide any form of compensation for late deliveries.  All dates that are provided are estimations and not guaranteed.  There will be no compensation provided for "late" delivery.

  I do apologize for the situation and we are working to rectify the situation

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

  Customer Answer

  Date: 05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate the response and I will be waiting the outcome by next Wednesday.

  I am still seeking the refund of the full insured value, return of the motorcycle plus liquidated damages due to the extensive delay in the shipment.

  Regards,
  
  *****************************************

  

  Business Response

  Date: 06/05/2023

  Hello, 

    We have received a notification from our insurance company that this unit has been deemed a full loss.  As such a payment for the declared value of the unit in the amount of $7000.00 will be issued to the contact on file.  This will be the full and final payment regarding this manner.

  Kindly,

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

   

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I appreciate the response but I believe I am entitled to the refund of the shipping cost as well since the motorcycle was never delivered.
  
  Regards,
  
  *****************************************

  

  Business Response

  Date: 06/06/2023

  Hello, 

    That would need to be discussed with the company you booked the shipment with.  As you provided the payment to them they will need to refund you.  We have cleared all invoicing on this so it should not be a challenge for you to receive a refund.

  Sorry for the inconvenience.

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

• Initial Complaint

  Date:02/15/2023

  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.

  Haul bikes. We contracted to have our trike shipped from ******** to ***** *****. It was picked up Dec. 29th. They gave a widow to be delivered on January 8th. It was finally delivered February 14th and nasty. This is far beyond a reasonable delivery date even though it says estimate. We are only in ***** 3 mos.and it passed the date we were needing it for. We paid $859 fir this service. It was shipped to ************ where it sat for a couple weeks and than sent to Oaklahome. I asked for the manager to contact ** on 4 or 5 different occasions and never received a response even though the people I talked to said they contacted the person in charge. I feel they are falsely representing themselves. Their website had good reviews, but now looking at other sites I see others have experienced the same issues.

  

  Business Response

  Date: 02/15/2023

  Hello, 

    Thank you for your message.  As outlined in the contract we do not guarantee delivery dates.  We provide estimated dates.  As per the contract we do not offer any financial compensation for those estimates not being met.

  Kindly,

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

   

  Customer Answer

  Date: 02/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/08/2023

  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.

  This company has had my bike for over a month and no one ais able to provide me with a straight answer on when it will arrive. I have been waiting since Dec. 20th and still being told another 1.5-2 weeks from today Feb 8th. (the *** keeps getting pushing out with multiple excuses). The contact, ****, would not give me any way to escalate this or anyone to contact to do so. I would highly advise against using them if you want to receive your motorcycle in any reasonable amount of time.

  

  Business Response

  Date: 02/10/2023

  Hello, 

    We do apologize for the delay.  At the time of contractual agreement we are very open all dates provided are estimated and not guaranteed.  This was agreed to at the time of booking.  We do plan to deliver between 2/24 - 2/26.  Our apologies for the delay.  

   

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

  Sr. Director of Customer Service

  Customer Answer

  Date: 02/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I get an email today from this business and they are not blaming mechanical issues on even further delay! The business has now had my bike for over two months and I have no ETA when it will arrive. I am set to move on the 28th. To resolve the business will need to accommodate this and I expect a refund for this transaction. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/21/2023

  Hello, 

    We show delivery will occur between Feb 28 and March 2.  We do not compensate for delayed delivery.  All dates are estimated as shown in your quote, contract, and order confirmation.  

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

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I stated, I will be moving on March 1st. My new location is 6 hours from my current home. I can provide you the updated address via email. I will not be able to accept delivery after the 28th of Feb at the original delivery address. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/21/2023

  Hello, 

    If delivery occurs after the 28th is there a dealership that you work with that we could deliver to?

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

   

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No, I do not have any dealerships that I work with. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 05/03/2023

  Hello, 

    We show this has been delivered.  We consider the situation resolved.

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

  Customer Answer

  Date: 05/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I finally received my bike it was over two months after it was initially picked up. This is very poor customer service and I can think of many scenarios in which this could have resulted in worse outcomes. I actually put in an offer, went through closing, and moved 6hrs away in less time than it took this company to get me my bike. I will be sure to share this negative experience with everyone. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:02/07/2023

  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 my bike 12/6/22 and was told **** days for pick up and delivery shortly after. Its now February and still nothing. When I called today (for the 9th time since Dec.) they told me ANOTHER 3-4 more weeks before its even picked up. Its the same story every time I call. They push the date out 2-3 weeks every time with no explanation and no willingness to allow me to speak to a manager or owner. They have the WORST customer service. I have left messages to speak to management/owners and have been promised a callback but have never received a call. They have done nothing to help me out or make this right. I have made three loan payments and insurance payments on a bike I still do not have. It is OBVIOUS that they do not care about their horrible service or that they have countless unhappy customers. Its unbelievable that a company can conduct themselves in such a poor manner and still remain in business. They refuse to give me a refund or let me cancel. They give ZERO options other than to just deal with their atrocious service.

  

  Business Response

  Date: 02/10/2023

  ***********, 

    Can you please provide your order number?  We need that to attempt to determine what has happened on your order.

   

  Kindly,

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

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The order number is P237728.

  
  Regards,
  
  *************************************

• Initial Complaint

  Date:01/21/2023

  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 bought a ****** dollar ****** from **************************************** dealership in April ***** used Haulbikes to deliver it to me in ******* **. After waiting patiently for 2 months & never getting any answers of when I should expect my bike I finally found out it was sitting in one of their warehouses in ***** ** which is 3 1/2 hrs. North of me. I decided to drive up there & pick it up. When I got there, they rolled it out to me with the front brake cable completely broke off the front caliper. I had to ride it to the nearest ****** repair shop which was about 10 miles away with NO front brakes. The repair costed me 350 dollars. I tried to get Haulbikes to reimburse me which a gentleman from there said hed look into it. My wife called & left many messages after realizing he wasnt calling us back. No return call EVER. I would like for them to at the very least pay my repair bill that they created from their careless transporting of my bike. It was a living nightmare for a long grulling 2 months. I sometimes felt as if I got robbed & wasnt ever gonna get my bike & then after driving 3 1/2 hrs I recieve it with no front brakes. Im not one to complain often but this experience put me over the edge. Pllease help me in any way you possibly can. Thank you

  

  Business Response

  Date: 02/10/2023

  **************,

    I am very sorry for your experience.  In attempting to research your issue I do need a probill number to provide information.  

   

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

  Sr. Director of Service

  Customer Answer

  Date: 02/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  What is a "probill number"? Where would the consumer find this number?

   
  Regards,
  
  *********************

  

  Business Response

  Date: 02/10/2023

  *****, 

    This is provide on the document that was signed at the time of pickup.  It begins with a P and is six digits long.

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I have attached the agreement with Haul Bikes to ship our 2017 Harley ******** and the invoice from ******************** for the repair needed due to their negligence which they acknowledged.

   

  The bike was transported from KY to ********* and from ********* to *******.  The driver that took possession of the bike in ********* noted that the bike had no front brake which was not noted by the transporter from KY to *********.

   

  In addition to the refund for the repair we were supposed to receive a refund for a portion of the cost of transportation as we paid for the bike to be delivered to our home, but we picked the bike up in ***** as they could not give ** a date of delivery which had already been 30+ days from the purchase date.

   

  Should you have any questions do not hesitate to contact me or my husband **********************************

   

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

  Closing Agent

  Elite Title, LLC

  8961 *************

  **********, ** 33467

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

  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/12/2023

  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.

  This company has had my bike for over a month and no one at HQ is able to provide me with a straight answer on when it will arrive. I have tried several different solutions to retrieve my motorcycle including coming to pick it up from the warehouse myself but they are refusing to work with me and keep pushing the delivery date back two weeks at a time. I would highly advise against using them if you want to receive your motorcycle in any reasonable amount of time.

  

  Business Response

  Date: 01/13/2023

  Hello, 

    We do apologize for the delay.  Unfortunately, there have been a great deal of major storms that have delayed routes coming from ********.  With that being said I know that we are running behind.  I have worked with my operations team and delivery will occur on the 15 of January.

   

  Again our sincere apologies,

   

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

  Customer Answer

  Date: 01/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  

  The bike has been delivered in perfect condition. I appreciate this being handled so quickly and communication for the last couple of days has been superb. Thank you.

  Regards,
  
  *********************************

  
  

• Initial Complaint

  Date:12/01/2022

  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.

  They have had my bike for 6 weeks now. They took my $ and represented they had the ability to deliver my bike. The bike is currently sitting in one of their facilities pending delivery. I was told by their contact person they do not have enough drivers to get the bike to me and that once they have hired and trained new drivers they will send it. I asked to speak with a supervisor and was told "****" was not available. I left multiple messages for **** to call back and he has not done so. I believe this company misrepresented their ability to perform when they took my $. It is clearly misrepresentative and possibly even a fraudulent business practice. Be very wary before trusting this company to deliver your motorcycle in a reasonable time frame.

  

  Business Response

  Date: 12/01/2022

  Hello, 

    We have not had this unit for six weeks.  This shipment was picked up on 11/3.  Additionally, there have been no voicemails left for ******.  Our contracts are clear in the fact that all dates are estimated and not guaranteed.  We anticipate delivery to occur between 12/9 - 12/11.  We do apologize for the delay. 

  Kindly

  ******

  Director of Customer Service

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  The previous 2 sentences were prepared by the BBB.  The second sentence says "details of the offer I reviewed appear below".  I want to clarify I have received no offer of any kind from Haul Bikes.  ************** will not even return phone calls.  In his response to my initial complaint he states I have not left him any voice mails.  True, I have not left voice mails because the people that answered the phone calls did not give me that option.  The poor front line personnel have to take the punishment handling phone calls from dissatisfied customers while the higher paid personnel like **************, "Director of Customer Experience" avoid all customer contact.
  

  I think ****************************** may be using semantics to **** off casual readers.  Please see the attached signature page of our contract dated October 18, 2022, the order confirmation also dated October 18 and the undated Pickup Notification which shows the bike was finally picked up from the seller on November 3, 2022.  Technically ************** is correct - his company has not had the bike in their possession for six weeks.  Actually they have had it in their possession for only a month because it took them two weeks from the contract date to pick it up from the seller.  Any way you slice it, they agreed six weeks ago to perform the service which they obviously had no ability to perform.

  As I read through previous complaints a pattern emerges.  ************ repeatedly makes agreements with customers when it knowingly has no ability to perform the agreed upon service in a timely manner.  Admittedly, the contract does include language that the delivery date is not a firm date - however by reviewing the company's performance history, one could certainly make the point that the company knowingly misrepresents their ability to perform at the time the agreement is made.  One could conceivably also argue that there is fraudulent intent on the part of the company.

  I am fully aware that by making this complaint prior to receiving my motorcycle I am in danger of incurring the company's wrath on top of its malfeasance but I am compelled to warn potential future customers.  There are many legitimate motorcycle shipping companies that have the ability to deliver your bike in a reasonable and timely manner.  Please read through the BBB complaints and this company's responses to these complaints prior to making a decision on which shipper you choose.  I certainly wish I had done so.
  

  
  [Please type your response here.]
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/15/2022

  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.

  Date of Transaction: September 23, 2022 Amount I paid $866.00 Haul Bikes said in writing that they would have my motorcycle delivered to me on or around October 20, 2022 as of today I still have not received my motorcycle and they still have not scheduled a delivery date and time. Haul Bikes keeps giving me the run around. On October 17th they said it would be delivered between October *****th I then called on October 26th and Haul Bikes said it would be delivered on October 31st then I was told that my motorcycle would be delivered between November 14th -16th. I emailed them at 7:22am ******* Time on November 14th reconfirming with Haul Bikes my delivery date and not response.Order Confirmation# P233176

  

  Business Response

  Date: 11/28/2022

  Hello, 

    All of our contracts do not contain dates.  We do clearly state in the contract that all of our dates are estimated and not guaranteed.  We do show that this unit delivered on 11/17.  That should conclude this complaint.

   

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

  Sr. Director Customer Service

• Initial Complaint

  Date:10/07/2022

  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.

  HaulBikes estimated they would pick up my bike as early as Aug 3rd and deliver by August 27th from ********* ************** to ********. But over a month later they had only succeeded in getting my bike to ********* ********* to their warehouse. Aside from being further away from me than where the bike started they had no update on when they might be able to deliver. On September 21st another company that I had to contract was able to pick up my bike from HaulBikes' warehouse but until that time HaulBikes never had an update on whether or when they could deliver. They have offered me their standard refund of $145 which is little compared to the $779 that I paid for delivery. They say they don't offer full refunds for late deliveries and that they offer estimates and not guarantees. Neither of these things are legitimate to me because they never had a plan to deliver and were far outside their estimate which apparently has no basis. Their conduct is hard to differentiate from a scam because they can promise to deliver any number of bikes beyond their actual operating capacity and when they fail to do so they still keep most of the money. I believe HaulBikes should have to prove that they reasonably thought they could deliver on the deal

  

  Business Response

  Date: 10/24/2022

  Hello, 

    We do apologize for the experience that you have had.  We are very clear from the beginning of the process that anything regarding dates are estimates not guarantees.  During quoting we are very clear that the current supply chain challenges are consistently delaying orders at this time.  We even go to the extreme of putting this in all of our quotes: 

  "Please note these days are our current best estimates. Due to the ongoing trends and challenges supply chain logistics in ***************** we are unable to guarantee any dates currently.  Please note that we do our best to ensure that the above quoted dates are met but these are estimates and not guarantees.  We do not compensate for extended delivery time as the current marketplace delays beyond our control.  If you are planning travel around these dates, please ensure that you contact us before booking."

  This does, at times, deter business, but we still have it on every quote that is sent from our team.  Additionally, in the mutually signed contract we both agree that dates are estimated and in no way guaranteed.  I have attached a copy of our mutually signed contract for your reference.  

  Regarding refund I do see in your complaint and our records that you have already received appropriate compensation for your choice to pick up at our terminal.  

  I do apologize but there would be nothing further that we could provide in that regard.  

  Kindly,

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

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I still find the outcome with HaulBikes to be unacceptable. This case is not justifiably explained away by the difference between "estimates" and "guarantees" as is apparently their mantra. The concern that I raise is about the apparent ineptitude and possible inability to deliver AT ALL. Their response would be adequate if they merely delivered a week or two late from the outer limit on their estimate; That I think would be fair. But in this case they warehoused my bike indefinitely, and were unable to predict when they would be able to deliver which suggests that they were unable to do so in any reasonable time. When I called for updates there was nothing to be done, no late truck whose progress was being tracked, I was merely told to wait for an indefinite amount of time. My concern then, as is now, is that they knew their estimate was baseless and/or much longer in reality but gave a standard estimate to seal the deal. Once the quote is accepted, they get paid and actual delivery can be figured out later if at all and there is no recourse for the consumer. Potentially they could give a 2-3 week estimate and *********** months to deliver and they'd still reiterate the difference between "estimates" and "guarantees"; this is an unconscionable way to do business. There has to be a limit and at some point they have to recalibrate their estimates to their actual operating capacity. This may mean turning some jobs down altogether, as they should've with mine.

  HaulBikes did not deliver my bike late, they did not deliver it at all. After having my bike warehoused for weeks in a city further away than where I bought the bike, I had no reason to believe they could follow thru. At that time I hired another company to do the job I hired HaulBikes to do initially. Ever since my bike arrived to their warehouse, there was no progress or updates and now they believe they are entitled to nearly full payment for a job they didn't do and/or weren't even sure if they could do. 

  Regards,
  
  ***************************