Haul Bikes

The Good:
Bike arrived clean & safe.

Everything else:
Signed a contract to pick up a bike in Florida & deliver it to California. This company cost more than other alternatives, but their trucks looked super professional, and I wanted to make sure this bike was safe.
They gave a 20-day window for pickup, and 10-day window for delivery. I was told I would get an e-mail with a rough estimate for pickup, and a phone call the day before pickup.
19 days later, I had heard nothing. I called for an update. Lady was very discourteous. When I said "tomorrow is the deadline for pickup" she snapped "ITS ONLY AN ESTIMATE, SIR!" I replied that its the LAST DAY of a 3-week window . . . and nobody had contacted me at all. She said I would be contacted when the pickup route was planned. I said "Wait . . . you haven't even scheduled a driver to go to Florida!?!?!?!" Answer: "No." Me: "When were you going to let me know you weren't going to pick up the bike by the deadline?" Answer: "I ALREADY TOLD YOU - THE 20-DAYS IS ONLY AN ESTIMATE!"
Bike wasn't picked up for another 5 days.
9 days later . . . I hadn't heard anything AGAIN. So, I called.
Rude Lady #2: "THE 10-DAYS IS ONLY AN ESTIMATE!"
Me: "Well . . . then how late will you be THIS time?"
Her: "We aren't late! ITS ONLY AN ESTIMATE!"
Me: "Where is my bike."
Her: "We're expecting it any day."
Me: "To my house? When were you going to call to schedule delivery?"
Her: "No . . . delivery to our main Hub."
Me: "Where is that?"
Her: "(somewhere in the midwest). Then we'll find a truck to take it to our other hub in Vegas. Then we'll find a driver to take it to you."
Me: " . . . and you don't think you're running late?"
Her: "ITS ONLY AN ESTIMATE!"
Me: (click)
About a week later, I get an email that the bike will be delivered in the next 2 days. Of course, it was the second day.
The driver calls my wife, who works from home, that morning to say he'll be there "between 11am-4pm." She says "Great. I'm available that whole time, except I have a conference call at noon, for 1/2 hour, that I won't be able to get away from."
Driver calls at 11:30am, to say he'll be there . . . at noon."
Wife reminds him that noon - 12:30 is literally the ONLY 1/2 hour she's not available.
Driver responds: "Well, if you don't answer the door, I'll just leave, and you'll be in violation of your contract."
Luckily the driver, with an entire face full of tattoos, showed up at 11:45am, and my wife was able to take delivery before her call.

After contracting to move the bike on March 2, Haulbikes eventually got around to picking up the bike on the 18th. The expected delivery was April 2, but now more than 2 weeks later it is sitting in their terminal barely 2 hours away and they still haven’t scheduled delivery. I am so frustrated and disappointed- their customer service call center is completely overwhelmed and in able to do anything to help. I recommend using any other service over Haulbikes.

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The company contacted me just now and we resolved the issueThank you Regards, [redacted] *

I did review the customers shipment and this was delivered later than the estimated timeframe quoted at bookingThe customer was notified of a mechanical delay on the delivery end as the driver was down and this unfortunately is not something we can predict and all we can do is resolve the issue to get them repaired and on the road againWe did apologize for the delay and reminded the customer that this is why the timeframe are strictly estimates as sometimes we are dealing with unforeseen delays out of our control Due to the delay the customer was informed that the shipment would be eligible for an adjustment which is calculated after delivery since it is based off of the timeframe in which we are over the quoted timeframeI don’t see that a price adjustment was requested after delivery was made but we most certainly can get that processed as it is eligible to receive oneThanks!

We will issue a full credit on this order for the inconvenience You should see the funds in your account in 3-days

Reviewed the shipping order and there was a mix up in date entry within the updates sent to the customer and the CSR immediately followed with a corrected update acknowledging that she sent the wrong information and apologized for that errorThis was schedule to pickup on two different occasions and both were unsuccessful due to being advised on the first attempt that they had company and didn't want to take care of it that day, the second attempt it was being insisted that we come down a dead-end/cul-de-sac in which we can't do due to the size of our semi's which is listed as restrictions in the contract and verbally gone over and confirmed at the address verification stageThe order was ultimately cancelled Sept8th as we were informed that they found a shipper that could direct deliver and the cancellation process can take about 7-business daysThe cancellation went through and the refund was processed Sept14th which was days laterThanks!

The customer was contacted directly with apologies as his claim was left open Pending Incoming Documentation when in fact all documentation had been submittedThe claim was immediately forwarded over for processing and a determination was reached the following dayThe customer was then contacted right away with this information and the issue has been resolved hopefully to his satisfaction as wellThanks!

I received the pictures and I did forward them over to [redacted] of the company for review as that is what he was requesting for comparisonThe photos were reviewed and I am happy to inform you that I have been informed that with the submission of these pictures the damage claim denial has been reversed and we will be issuing you a check for the balance of the repairs after the $deductibleIf you have any further questions or concerns please feel free to contact me directly and I will be more than happy to assist youThanks you!

This shipment was booked May 25th but was actually quoted an estimated shipping timeframe as about 2-days out for pickup and about weeks later for delivery which is the same information that was emailed in shipping updates throughout the shipping process reconfirming that same informationThis shipment was still delivered later than the estimated timeframe quoted by days and while the timeframes are estimates our goal is still to deliver faster or at least within that timeframe provided at bookingThis shipment could receive a price adjustment for the delay if one was requested so I will reach out to the customer and the receiving party to see if the credit can be given to the receiving party since the complaint is coming from the receiving party and not our customer who booked and paid for the shipment with us

There was some acknowledged damage that occurred to the fender of this unit during transportation and a damage claim was received with a resolution in process However, upon contacting the dealership that had approval to replace the fender and confirm the return of the damaged fender per the policy they stated they were not sure that the customer would approve that but wanted to let us know that all the other damage was approved With this information we sent a manager to look at the unit to discover that the bike had been in an accidentAfter reviewing the bike and actually seeing the damage to the fender it was discovered that the fender had very little damage at the tip of the fender and didn’t need to be replaced and could be repaired for far lessThe owner of our company has called, left voicemails, text, provided his personal cell phone and email address to try to discuss how to proceed, with a little bit of phone tag being involved it was ultimately decided to inform the customer with the reasoning to why he needed to speak with him due to the discovery of accident and physical inspection of the bikeThis exact information above was text to the customer 11/29/as we will not be replacing the fender and would need to discuss repairs since this damage was also submitted through another insurance claim and have yet to receive any response after advising the customer of the details surrounding his claim

On Fri, Jan 22, at 1:PM, John *** *** wrote:Hello. I wanted to let you know that I received the payment from Daily Direct today for the full amount owed to make the necessary repairs

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The business has now taken roughly days or so to resolve a complaint that I was told would take daysThey have been evasive the whole time and at days had not resolved the issue so the problem was not merely conveying the information to meMy representative ifnored all contact and made promises that were never met MY BIGGEST issue is that they required I report the scratch to the driver, however this could not be done because despite my shipping it in a "closed truck" they moved the bike on and off trucks at least times as well as storing it in a storage lot in between trucks, which I was never made aware ofI assume then that they require I requested rhe driver wash the bike so I could thoroughly inspect it, which was not an option available to me and the bike being filthy (because of them) is the reason for the delay in informing them of the damage as I had to find it under the dirt the company allowed to accumulateUnder this theory, there would be no way for a customer to properly inspect their bike on delivery in order to resolve any issuesIf you viee the company's yelp reviews you will see this complete disregard for property AND communication or resolution is a PATTERN of behavior for this company, and they have no business having a Revdex.com accreditation whatsoeverI was never offerred an option for no deductible insurance by my representative, just as I was never communicated with by her despite my best effortsFor MONTHS to go by just for them so say I had to request the driver clean the bike which of course he would mot have done essentially means they allow their customers no resolution whatsoeverAgain, I find it hard to believe this is the type of company the Revdex.com wants to endorseFinally, while I know for a fact after days the claim had not been reviewed (despite my being told days max when I filed), I believe it was not reviewed at all until yesterday when I received their ridiculous emailThis is just the worst company I have ever dealt with and they did not resolve the problem or their failt whatsoever
Regards,
Forrest ***

I am familiar with this shipment as it was brought to my attention August 28thI am sorry that the issue is still left unresolved to your satisfaction as I was unawareWhen we spoke the 28th I repeatedly apologized and worked after hours with our dispatch to try to accommodate something that
was brought to our attention hrs beforehandAs we discussed, unfortunately all original documentation along with corresponding updates (which you include some below) indicate that this shipment had a pick ready request of July 17th or after and a request to deliver the last week of August(Trying to target a delivery the last week in August is also why the units were HELD/STORED at the warehouse and not sent out on any other trucks beforehand as this is what the request showed, this did not show or state a delivery request by August 29th) We also initiate and follow through with this correspondence to keep you informed and updated as the shipment progresses and to keep open communication available for questions and concerns to ensure that we are meeting and striving for the same outcome you are looking for..Throughout order notes and correspondence there is no response, statement, or indication that this delivery was in fact needed by a specific date so we were not aware until you called in for a delivery update on the 28th of August which is then also when I became involved since you had been informed we would not make the delivery time you were requestingThe 28th we were made aware that you indeed needed delivery August 29th by 3pmUsing every resource available arrangements were made to deliver August 30th 11am-1pmAfter lots of contemplation you ultimately decided it would be best for you to instead pickup the bikes from our Warehouse and receive a mileage reimbursement since we wouldn't be completing the whole transportation requestedI apologize that we were unable to meet your needs and I assure you that when we were made clear of what your needs were we did everything possible to try to make that happenI would like see what we can do to try to resolve this to your satisfaction so I will be reaching out to you directly to see if we can accomplish thatThank you! Tell us why here

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me. Payment for damages has been receivedThis matter can now be closedThank you for your support.
Regards,
*** ***

Sorry about the late reply, I know this case was closed due to inactivity but I wanted you to add some notes to the case. I was contacted by the company with apologies of my case "slipping through the system" which I think they should still be at fault for because its inexcusable as to how this happenedAnd that they have a system in place and they should follow their own protocol that was listed in their documentation that gets submitted to each of the clients every time this happensI think that going outside those guidelines and rules is very unprofessional, and says a lot about how the company functions. Anyway, I was refunded the amount that I was awarded, they however did have to take an extra day because they were not going to award me the full amountI had to inform them of my signed contract and that they need to review it to show that I was in the rightThe check did take weeks to receive after contact, which should be less than thatI say this because after I got off the phone with the representative, I ordered the replacement parts directly from Italy, and they were received faster than the checkThis is with standard shipping and customs, not expedited. But I want it noted, that If I didn't contact the Revdex.com for a complaint that this issue would have not been resolvedAnd the company would have completely ignored the issue. Thank you

Revdex.com:
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 owner of the company has repeated his mantra of inspection, yet I asked him several times if the driver had called for, or requested, that I inspect the motorcycle -- and the owner did not/will not answer this simple questionIt would seem to me that the high-stake of inspection would require that the employees offer this to the customer I have the entire interchange on security video and have offered this to the owner -- and he has declined It is clear to me why The inspection offer never happened After my incident, I went online to check out the integrity of the company (should have done this before!)It is clear that this practice of 'dropping and going,' and telling the customer they are in a hurry is a common business practice -- at least with this one driver This is a shame I am only asking the owner to staand have integrity for this incident and do the right thing I paid for insurance -- but come to find out that they are self-insured and I understand why paying legitimate claims are challenging -- but it is the right thing to do
Regards,
*** ***

[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.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Jasper ***

The $credit offered would be applied back to the credit card that was used to pay for the shipping

Reviewing this shipment and the notes I can not verify that the determination for the damage claim was ever relayed to the customer so I have notified him in writing of the outcome of that claim to make sure that he has now been contacted with that informationPer our shipping contract it is
required that all damages be reported to the driver upon delivery as once we leave the location we can no longer verify or be liable for anything that happens to the unitDamages for this shipment were reported days after deliveryIn addition all shipments come with a standard insurance of up to $15,coverage with a $deductible with an option on the contract to elect for a $deductible for a $fee as well as an option to increase the coverage above the $15,for $per $5,to increaseNeither option was opted by the customer and the damages claimed did not exceed the $deductibleAn approved claim with the standard coverage would cover the repair costs exceeding the deductibleThis claim was denied due to the damages being reported days after delivery and the repair estimate no exceeding the deductible elected and purchased for this shipment