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:08/17/2022

  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.

  I originally paid in full for the shipment of a personally owned motorcycle on 10 June 2022 for the price $829.00. The estimated pick up date was between 13 June and 23 June 2022, with delivery no later than 7 July. I was then contacted that the pick-up would be delayed to between 25 June and 27 June, then again from 28 June to 30 June. My motorcycle was finally picked up on 29 June, 2022. I was not given an estimated delivery date by email, only through phone call. It is notw17 August, and I still have not received specific dates on delivery for my property despite repeated efforts at calling for an update. Every updated I get has been a repeat of the message that my delivery is delayed with no proof of attempt to schedule the transport of my motorcycle. I have gotten no email updates, outside of me asking to see pictures of my motorcycle so that I know it is not lost or stolen. Phone calls to the company have not been helpful. I have waited over 60 days from the original payment for the services to be provided, and I have nothing to show for it at this time. If HaulBikes is willing to accept my payment in full, then they need to be willing to complete the promised transaction in a timely fashion. Their website states between ***** business days, but this is clearly not the case. If they had told me from the beginning that delivery could be longer, I would be willing to wait. But they accept the full payment with an estimated date, and have only been reporting delays over the phone when I call to ask, with no real expectation for delivery.

  

  Business Response

  Date: 09/22/2022

  Hello, 

    Our contracts clearly state that all dates are estimated and not guaranteed.  We show this was delivered on 9/6 and this should resolve the issue.

   

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

• Initial Complaint

  Date:08/16/2022

  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.

  On 07/11/2022 I purchased my motorcycle from a dealership near *********, **. I was told by the dealership that my motorcycle would be shipped to me by HaulBikes.com from ********* to my home in *******, **. I received an email from HaulBikes.com on 07/12/2022 stating the motorcycle would be picked up from the dealership between 07/12 - 07/19, with an estimated delivery date of 08/02/2022. My order number with HaulBikes.com is P229365. I received another email on 07/13 stating my motorcycle would be picked up between 07/14 - 07/16. On 07/15 I received another email from HaulBikes stating my motorcycle was picked up on 07/14. The motorcycle was then transported to their main hub in ********* from 07/14 to approximately 08/02. On 07/20 I emailed HaulBikes.com to inquire on the status of my shipment. I was told that 08/02 was just an estimate and that it can take at least 3 weeks. I received an email from HaulBikes on 07/29 that my bike was enroute to *********. On 08/08 I received an email from HaulBikes.com stating that my motorcycle arrived at their ********* hub. I have sent a few emails and made a phone call to HaulBikes.com to inquire when my motorcycle will arrivenow that it is now almost 2 weeks after the original delivery date I was given. It is now only a 5-6 hour drive away. I have requested to speak with a manager or the owner of HaulBikes to speak with them via email or phone. I was not given any additional contact information for a manager. I had been told in a previous email that I would not be receiving any type of partial credit because my motorcycle is being delivered later than given. And I am being told numerous times that they do not have any planned shipment dates to my home that is only 5-6 hours away. I was told that I am more than welcome to drive to their ********* hub to pick up my motorcycle. My motorcycle is now stuck in ********* with no estimated delivery date.

  

  Business Response

  Date: 08/30/2022

  Hello, 

    This unit was delivered on August 22nd.  The paying customer agrees to the fact that there is no guaranteed delivery date.  As such we would not provide a refund.

   

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

• Initial Complaint

  Date:08/08/2022

  Type:Sales and Advertising 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 purchased a motorcycle from a dealership in ********** on 6/8/22 that was to be shipped via haul bikes for $750. I received an email from the company stating my bike had an estimated pick up between 6/10/22-6/22/22 and delivered between the pickup date and 7/5/22. On 6/29/22 I get an email saying my bike wouldn't even be picked up until 7/5/22-7/7/22. The bike was picked up from the dealership on 7/6/22 and moved to the Vegas terminal. I received an email 7/18/22 telling me that my bike hasn't even left the Vegas terminal. On 7/22/22 I receive another email telling me the bike would FINALLY be leaving the Vegas terminal en route to **. Miraculously on 7//25/22 after nearly a month in ***** it had arrived at the ********** terminal in **. I hadn't received any further information so I sent an email to the woman who had been updating me on 8/3/22 asking what was taking so long and why my bike hasn't moved. It is now 8/8/22 as of this complaint and I still have not received any response about why it hasn't moved. ********** is about 4 hours from my location and at this point I am getting irritated. The company is essentially withholding my motorcycle from me. At this rate by the time I receive my motorcycle the riding season will be over. It has been in haul bikes possession for over a month and has nearly exceeded the ***** days as promised in the shipping policy. I am demanding some sort of compensation for this hassle. I will never be doing business with haul bikes again.

  

  Business Response

  Date: 08/08/2022

  Hello, 

    The paying customer agreed that all dates are estimated and not guaranteed when it comes to shipping.  We are working to resolve this issue but we will not provide compensation for the delay as the paying customer agreed that dates are estimated and not guaranteed.

   

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

• Initial Complaint

  Date:08/07/2022

  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.

  Purchased 2022 motorcycle from dealer in ***** to be delivered to me in ********. Haul Bikes sent an invoice "will be picked up between 6/3-6/14" from dealer in ***** and "delivered by 6/28". **** was picked ** in the pick up window but was not delivered by 6/28 as stated. When I did not receive by 6/28 I called. Was told that they don't have a date and did not know one. Also, during this same conversation they informed me they short drivers. Told the person on phone I am moving to another state and was not expecting this issue. There were several emails sent back an forth. Nothing was getting done. Not to mention one or two were not answered at all. In one of the emails I told them I need the bike by 7/4 and was not answered. My expensive bike is sitting in a warehouse with no delivery date. Was told it would be after 7/4. When? So at this point I am livid and need this bike in ******** for my move to ****. Had very tight date windows for this move. Unfortunately I had to go pick it up I could not wait on something they had no idea for delivery. This was a very expensive trip(excess $1000) from ******** to *************. Had to rent truck and trailer, gas etc. This is on top of the $800 delivery fee. When I was there at warehouse the guy stated it was supposed to go out next week. I had to set an appointment to pick it up. Why did you not tell me this when I set appointment. What! I just wasted my time and money.Delivery cost is $800 dollars. I did not have a choice on who delivered. The dealer picked the service. I don't have an issue at all with them. Its Haul Bikes that is the problem. Why not let the customer know they are running behind or need some more time. Especially in the delivery date window. How hard is to take just a moment to call and let us know. During there limited communication they keep falling back on the "dates are approximate". This is a stall tactic. Why place blame on something you have complete control over.

  

  Business Response

  Date: 08/12/2022

  Hello, 

    The contract that we mutually signed states that all dates are estimated and not guaranteed.  This can be found in section two of the mutually agreed upon contract.  Additionally, the incidental costs the customer has described are costs that we would be liable for per section 12 of the contract.  We do feel bad that the delay occurred but unfortunately, 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.

   

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

   

  Customer Answer

  Date: 08/12/2022

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

• Initial Complaint

  Date:07/25/2022

  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.

  I purchased my bike from a dealership in **** on 6/4. I was told that HaulBikes would be picking the bike up between 6/21 and 7/2 and that the bike would be delivered to me by 7/16. Ive reached out to the sales rep multiple times and each time she just told me they had no idea of when the bike would be picked up and that there was nothing she could do.I finally received notice that my bike was picked up 7/20, just shy of a month later than they quoted. I reached out to her again to find out when itll be delivered to my home and she yet again said she has no idea and that it is sitting in their shipping terminal in Vegas. I have already had to make payments on an expensive item that is MINE that is not in MY possession due to their horrible business. By the time I receive MY property summer will be over and I wont even be able to ride. I agreed to have my bike shipped to ME not to a shipping terminal to sit around. It would have been easier to just go pick up my bike myself. You sure took my money quick but cant give me my property. This is a horrible business and I will tell anyone and everyone not to use them. Unprofessional and shady. I want my bike delivered to me ASAP, not in a month. I also want a refund on my shipping cost. I paid to have my bike delivered within the dates quoted, not a whole month after. I did not agree or consent to having my bike stored at a shipping terminal. I agreed to have my bike picked up and brought to my house!

  

  Business Response

  Date: 08/12/2022

  Hello, 

    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.  This was agreed to by the dealership.  I'm sorry but no financial compensation will be provided.

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

  Sr. Director of Customer Service

• Initial Complaint

  Date:07/25/2022

  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.

  Used haul bikes to transport my motorcycle from ** to CO. They picked my bike up on the 29th of June. They estimated I would have my motorcycle by 7/17. I have called 2 times per week as I still do not have my motorcycle. They charged me 800 dollars right away and somehow cant seem to move my bike and deliver on the service they said they would provide. I called today and they are telling me its still in the same place and hasnt left ************. I now have an expected delivery date of august *****th which is a month delayed. They will not and have not delivered on anything they said they would and if I was as bad at my job as them I would be fired.

  

  Business Response

  Date: 08/12/2022

  Hello, 

  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.  This is agreed to during the contractual phase of the process.  We also are very transparent that dates are estimates and not guaranteed in during the quote phase.  

  Kindly,

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