Kooi Trucking - Waterford, ON

#14
So we take a load from Oakville to Mississauga from Tania yesterday afternoon, and quoted a 24 ft Flatbed to pickup 13:30 and deliver straight through. The confirmation indicated the product was a 16ft x 4ft x 4ft long rack.



However, once arriving on grounds the shipper has increased the shipment and loaded the driver with what he could. There was another piece that was too long and wide to load along with the piece we agreed to pickup and the shipper released my driver and gave him the BOL.



The next morning(today) we received an angry and unprofessional call from both Theresa and Tania, asking why another piece was left. When my dispatcher responded by saying ''We quoted a 24ft flatbed and advised you that we picked up what you indicated'', Tania quickly cut him off asking if he could go back for and tie up our flatbed (inconveniencing our other customers) for a mere $50. We demanded that they put together a new load confirmation or find another carrier to do this load. However Tania threatens us to charge back the amount owed to us and even charge us back more for getting another carrier involved to pick up that extra piece. We found the phone call recordings and promptly sent it to the owner of Kooi Trucking as well as back to Tania. Within minutes she profusely apologized on the phone and stopped threatening us.



A word of caution to anyone dealing with Kooi Trucking; please ensure your phone calls are recorded. If not you may end up losing more than what you could have gained from them. Also tell them in detail what kind of equipment you will be sending as well. Now let's see how prompt Kooi Trucking is when it comes to making amends by paying us in a timely manner.
 
#15
sounds to me like a rapid mutual escalation - based on your description of the situation (particularly your word choices) it certainly sounds like there were some issues on both sides...I'm far from a raging Kooi fan- we simply don't match on much but there's certainly something more to this situation than what is initially described.

As my grandfather used to say - there are three sides to every story - yours, mine and the truth.
 
#18
So we take a load from Oakville to Mississauga from Tania yesterday afternoon, and quoted a 24 ft Flatbed to pickup 13:30 and deliver straight through. The confirmation indicated the product was a 16ft x 4ft x 4ft long rack.
....................
I have a feeling there is A LOT of important info missing from your description of what happened because if I take what you wrote at face value, your company is in the wrong for not contacting Kooi immediately once you knew that extra freight was being loaded on your truck.

If your truck shows up to a shipper and the load does not match what the load confirmation says, you call the load broker IMMEDIATELY to discuss the situation. Dealing with the problem right away avoids the issues and chaos that ensue after the fact. This is basic common sense. C'mon.........

Communication, communication, communication!

If you called Kooi as soon as your driver told you that the shipper wanted to load more freight than was indicated on the confirmation, you could have tried to resolve the issue/order error at that time. If Kooi was insisting on loading something that does not fit on your truck and you cannot come to any type of solution, then you can agree to only load what was ordered or you pull your truck. Simple.

When several parties are involved in one transaction, all parties need to be on the same page. The shipper, Kooi, your company, your driver. 4 parties. All MUST be communicating at all times to avoid these unnecessary "issues".

On the other hand, threatening and yelling is unacceptable from any party so Kooi was definitely wrong for doing that.
 

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