ComplaintsforHub Group, Inc

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Apparently, HubGroup is a company that provides delivery services for companies such as **********. I didn't choose to do business with HubGroup, however, I did order a refrigerator from ********** on Sept. 11, 2024. Per the tracking info (attached) the order has been sitting at HubGroup's local terminal (7 miles from my house) for a week. To date, nobody has attempted to contact me to arrange for delivery. I've made several attempts (via HubGroup's online chat and **********'s customer service support) and have been told that someone will eventually contact me.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 8th, Hub Group Final Mile picked up a dryer from my property as a return for a faulty unit purchased from ** Electronics. As far as I can tell, Hub never relayed the pickup to ** and as a result, I have never been given a refund. ** will not return my money to me, and I am holding Hub accountable as a result of their gross negligence in losing track of the item. I asked the men on the truck if they had any paperwork to leave with me to show the pickup and they said no. Even though they made me sign their electronic tablet to show they were there.

  Business response

  09/12/2024

  Hello,

         We are unable to locate a return order in our system under the name ***********************.  Can you please provide either your return tracking number that would begin with an R and be eight characters in length or advise if the order might be under a different name, so we can locate the order and attempt to further assist?

  Customer response

  09/13/2024

   
  Complaint: 22269599
  
  I am rejecting this response because:

   

  The order is probably in my wife's name. *******************
  
  Sincerely,
  
  ***********************

  Business response

  09/16/2024

  Thank you for your response and for providing that information.  Unfortunately, we do not have an order in our system under the name ******************* nor do we have any under the last name ***** in *******, *******;  Please provide your Hub Group Final Mile tracking number for further assistance.

  Customer response

  09/17/2024

   
  Complaint: 22269599
  
  I am rejecting this response because:
  

  Call ***** at your company, ************ for additional information. 

  I think your inability to find anything goes to the root of the complaint. How could HUB and Final Mile deliver AND pickup a dryer from my home and have no record of it? ***** is not a very common name, how did you lose our information for the order? 

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

  Business response

  09/18/2024

  Based on the response and being unable to locate an order in our system, we believe this order is with the appliance division of Hub Group .  Unfortunately we do not have access or any information for those orders and would advise to contact ************ for further assistance.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a bedroom set from 1stopbedrooms. I paid extra for the white glove service where they were to deliver and set up my items. I was told on a Monday that the furniture would be delivered the next morning. We rushed and put all of the bedroom furniture outside and it was picked up by someone. Shortly after I received a text saying they did not have a truck and needed to reschedule. We spent two nights without bedroom furniture. Today they texted and said it would be delivered tomorrow. Now we received another email saying they didnt have enough trucks and it would be canceled. I tried calling the main service number but they were unable to reach the ****************** I want to either cancel the item or be able to pick it up with a U-Haul but cannot reach anyone.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered furniture in March. The company I ordered from did not advise it was on back order I filed a complaint against them as well. The resolution was to pick another set that was in stock which I did. I was provided tracking information & contact for hub group when they received my furniture to deliver it. I was advised I would be contacted within 7 days with a scheduled delivery date, it has been over 2 weeks now & that still has not happened. Each time I call they simply say they are escalating my ***************** will contact me within ************************************** delivery date scheduled. They acknowledge they have my ************** getting the run around. The first representative I spoke with advised my furniture would be delivered that Thursday or Friday & that did not happened. Ive called every day since then with no resolution.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered a freezer from HomeDepot. The delivery driver ran over portion of my gate on 25 June 2024. I immediately contacted *********** I was notified that HubGroup is responsible. Communication is terrible. I sent them an invoice for $750. The representative replied back stating they will issue me a check for $700. I finally got them to agree to $750 but yet they have not replied back. 31July2024. Terrible company. Would definitely recommend picking up your products at ********** just to not deal with this company.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The ********** uses Hub Group to pick up customer returns. I started the return process on July 21, and on July 22, I received this email from Hub Group: "Within the next 24 to 48 hours, we will contact you via phone to schedule the pickup of your item." After more than 48 hours had passed, I replied to the email to ask for assistance. When I received no response, I called the customer support number from the first email. The number did not allow me to access an agent, and the message was that someone would call with the next 24 to 48 hours. More days passed and then a week, and I was finally able to get a response (via email) from a representative of Hub Group, who said that I would be contacted within the next 3 to 5 days. Another week has passed, and I still have not been contacted to pick up the ********** item. The item is a 100-pound 40' ladder. I have no truck and no way of returning the item without assistance. In addition, I cannot be refunded for the item until it has actually been returned, and my window for returning the items gets smaller with every passing day and week. This company promises direct contact and scheduling within 24 to 48 hours via its initial email to customers. That message was repeated by the ********** agent I called to complain about the lack of pick up. According to **********, this pick up is the responsibility of Hub Group, so my complaint is with them. Dr. *********************

  Business response

  08/08/2024

  Hello,  We apologize for the delays with the pickup being scheduled and completed.  We spoke to the local terminal and they advised the pickup has been scheduled for this Saturday, August 10th between 11am and 3pm.  

  Customer response

  08/14/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to return some items purchased at HomeDepot and they used HubGroup for the pickup. They provided a # ************ figured everything would go smooth. Seemed pretty simple. 07/08/24 I received a call from Trkiye+90(947)10753 number and was an automated system. Naturally I did not answer thinkin it was a spam call & I did not listen to the message until I got home. The following morning at 6AM I received a call from local number. Did not answer because I was still asleep & I had no idea it was HubGroup calling for p/u. They left a message saying they would be picking up items at 7am! So I called them back about 6:30am no one answer. I checked to see if I could message ********* so happened that the caller had an iPhone. I sent him a message letting him know no one is available for pick up until 8am. They did not respond. But then I get a 2nd call from another different local # at 7:22am I also missed this call. At this time I am getting ready to head out. I called my coworker & asked him if he is near the office, he says yes I am 5 min away. I decided to call the last number back, someone answers & says sorry the driver left already, he couldn't wait! This was at 7:27am when I returned the call. I asked him okay will he be back? He said no you will have to call the ******************** OMG this company is awful! I called ********** to reschedule, I explained to them what had happen & if I can provide a time frame? They said yes, I would just have to call them directly to arrange it. I called them at the number HomeDepot provided ***************** was impossible to get passed the ** recording. I couldn't get someone live. Initially when you call the systems asked for the * #. I provided it but then said it shows pick up had been fulfilled! I could not continue giving my time to this company. I called HomeDepot back & explained my ****************** should consider a different company. This is the worst customer care I've experience in a long time.

  Business response

  07/18/2024

  ********, we're truly sorry to hear about your experience. We strive to provide timely service and will address this issue with our team to ensure it doesn't happen again. If you have any further concerns, please don't hesitate to reach out to us at ***********************************

  Customer response

  07/19/2024

   
  Complaint: 22004374
  
  I am rejecting this response because: They haven't changed the way they conduct business. They will continue use the same frustrating method and give people a hardtack and keep making people waist their time. The simple fact that you get through your AI phone system to speak to someone live is the most shady business practice.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 5/5/24, I placed an order on the ** website for a new refrigerator with a delivery date of 5/13/24. On Friday, 5/10/24, I received an automated call from ************ notifying me the delivery time was 3 - 7pm and prep instructions. On 5/13, I called at 6:20pm to check status, told they were running a little late and was on stop 4, I was stop 6. I waited until 10pm before going to bed and they still did not deliver. Woke up to a missed call and a text from ***** stating he was the driver and would be here to deliver at 11:50pm! He did not come, or my cameras would have shown it. Called, waited 25 min on hold this morning, and ***** advised the earliest she could reschedule was for Thursday, no time window available. After further discussion, she said she would escalate to the warehouse and see if they can add me for tomorrow. Not once was there an apology for the inconvenience, no communication, and was arguing as to if I actually missed the middle of the night communication. This company's practices are absolutely unacceptable. ** Order #: *********** Tracking #: ******** Shipment #: **********

  Business response

  05/15/2024

  Hello,

         We apologize that your order was not delivered as scheduled and for the service failure that did occur on the 13th.  We have sent a request to our appliance supervisor to contact you to confirm regarding the rescheduled delivery appointment.  We do again apologize for any inconvenience this situation has caused.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered something online and my package arrived at there carrier facility on March 27th. It is now April 25th and I still have yet to receive my package. The first time I called, they said it was delayed and would arrive the following week, which is fine because I know things happen. It didn't show up again, so again I call but this time they said it might take another week. Another week goes by, still no package. I call them again, and now they are telling me that they only come to my area once a month because it's too far too drive, (it's only 4 hours from where I live, that's less than a day of driving). They said someone would get ahold of me to schedule the delivery. ANOTHER week goes by and I hear nothing, So I call yet AGAIN, and now they've told me they might not show up until they see a reason to actually make the trip. So I asked them, "the last time you spoke to me you said you deliver once a month, so why have you not come?" since that seemed like a good enough reason to me. Their answer was, "we were already in your area on April 4th and we didn't receive your package until then." They received my package on March 27th, so they are continuing to lie to me. I spent 800 dollars just to be lied to on a weekly basis because a company refuses to do their job. I was told that I was required to be home to sign for the delivery, so I have been rearranging my schedule to stay in town to make sure I can accommodate for them. So this has been incredibly frustrating and inconvenient trying to bend over backwards for a company who seems to care less. I have been respectful and have definitely been more than patient. They either need to send me my package or send me my 800 dollars I spent on it with an apology note attached to it.

  Business response

  04/26/2024

  Hello,

        We apologize for the lengthy delay with your order being scheduled and the delivery being completed.  Our local terminal advised they do expect to have a delivery route in your area next week and will be contacting you next week to confirm a delivery date and time window for your order.  When we spoke to them they were still working on the route so they could not provide us with more detailed information but confirmed you will receive a call from the next week regarding scheduling. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 13th, 2024 - Linn Star Transfer installed a double wall oven. Due to you employees lacking the proper experience & training - the wall oven exploded (fire) resulting in a damaged oven, wiring and kitchen cabinets. A licensed electrician said the damages will exceed $4,000 dollars. Frigidaire Double Wall Oven - Order ********** / Serial Number: ********** / Model Number ********** If this is NOT resolved ASAP - my attorney will file a class action lawsuit in the amount of $5 million dollars. Pay now or pay alot more later on! Final Warning ,

  Business response

  04/18/2024

  I am unable to find an order in our system for this customer with the information provided. We do not do installations of appliances. 

  Customer response

  04/22/2024

  Hub Group et. all 

  Business response

  04/24/2024

  Hello,

         We are not able to locate any orders in our system for this customer  and based on their first statement it seems like the services were performed by a different provider.  We are a final mile logistics company that handles the delivery of heavy and bulky freight to the final customer but our services do not include appliance installation.  Based on the information the customer has provided it seems this service was performed by a different company as again we do not offer or perform appliance installation for any customer's.  

  Customer response

  04/27/2024

   
  Complaint: 21589538
  
  I am rejecting this response because: 

  The business is lying.  The President/CEO and a *************** member has accepted liability for the damages.   Yes, this IS their fault! 

  HUB CLAIM # ***-7701965738

  *********************************
  Claims Specialist
  O: ************ - Ext. 10129
  ************************************ / Hubgroup.com

   

  ************,
  Im sorry to hear about this.  I have included ******************* who leads our final mile team and ***************** who leads customer care.  I appreciate you reaching out and we will take this seriously and expeditiously revert back.  Our apologies once again on the experience with our team as we take your satisfaction very seriously.
  Phil
  
  ***************************, President, CEO & Vice Chairman
  O: ************  C: ************  
  ******************************** / hubgroup.com

   

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

  Business response

  04/29/2024

  Hello,

       We apologize based on the response this may be with a different division of Hub Group but unfortunately, we in Final Mile do not have access to these orders or any of the order details or service information.  It seems the customer does have communication from the correct division of Hub Group and their claims department and they would need to communicate with that group for further assistance moving forward.

*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. ↩