Worst customer service Experience

[gw2020]

Dealing with one this morning that may rank up there on my 15 plus years of transportation experice as worst customer service ever.

Booked load with carrier to pick up last Wednesday to deliver on Thursday. Checked in Thursday with carrier to see if all was good, got told it was keyed in wrong and would deliver on Friday. Checked in Friday, carrier didn't have power to move it and that it would deliver on Monday without fail.

Monday rolls around messaged carrier for update, got call from customs brokers in regards to paps not clearing, subsequent call from customer wondering why freight is four days late. Phoned and spoke to a manager with company who said would have resolved in 15 minutes. 45 minutes goes by still nothing. Finally get email back saying it will delver tomorrow. Told them to have there for first thing, come in this morning get email saying it would be there at 1130

A lot of egg on face and possible loss of account.

What are some doozies form your years in the business?

 

[artmax]

Booked a load with a broker; broker was double brokering freight from a large carrier. Freight was heading into NY Public Library; no information for point of contact was provided; even though we asked the broker to ensure offloading instructions. @ delivery in Manhattan the offloading crew cannot offload the freight due to lack of tailgate. Broker promises to us to deliver freight back to shipper; then proceeds to short-pay us for the return trip. Explains to us that we should've come prepared for the freight and it's our sole fault for not bringing the right equipment.

Broker sees the same review and calls back two years later asking me to take the review down because "they have a family, and that I should be more understanding". Promises to make it right. Review gets taken down and I don't hear from them again.

Welcome to the world of carriers; where brokers haggle to get the cheapest rate without knowing how to do their part of the work; and when you confront them about it they start quoting family as if they're an extra from the Fast and the Furious franchise.

 

[Deisel1]

Dealing with one this morning that may rank up there on my 15 plus years of transportation experice as worst customer service ever.

Booked load with carrier to pick up last Wednesday to deliver on Thursday. Checked in Thursday with carrier to see if all was good, got told it was keyed in wrong and would deliver on Friday. Checked in Friday, carrier didn't have power to move it and that it would deliver on Monday without fail.

Monday rolls around messaged carrier for update, got call from customs brokers in regards to paps not clearing, subsequent call from customer wondering why freight is four days late. Phoned and spoke to a manager with company who said would have resolved in 15 minutes. 45 minutes goes by still nothing. Finally get email back saying it will delver tomorrow. Told them to have there for first thing, come in this morning get email saying it would be there at 1130

A lot of egg on face and possible loss of account.

What are some doozies form your years in the business?

Who's the carrier?

 

[gw2020]

Who's the carrier?

Ayr Motor Freight

 

[martinwizz]

2 horrible experiences here as a carrier. 1. Transplace gave me a load from PA to QC loading on a saturday. Decided to jump on a load that could deliver friday evening to help them. At 5h15 pm,friday, that cool little dispatch sent me an email stating she tried and tried to call me but i would not answer to she sent me this email, hoping to never talk to me again. Well, i was sitting in front of the computer the whle time (and my phone). They never compensted me 1$ for it.

Second was a Landstar load that i was able to grab a day earlier than expected. I had the booking , called the shipper and took out the load. Qc to TN. The next morning, the landstar agent starts telling me that the load was cancelled, so i said well, the material is already on my trailer. He threathens not to pay me a dime if i did not bring it back to shipper, which was stunned as it was brand new truck hoods and were freshly painted

 

[Trans]

I'm on load with Ayr motor pick up was from IL driver was on time for appointment and freight wasn't ready so we had to wait for 9 hours to get loaded, and then arrived at receiver for Monday 4:00 PM delivery appointment but there was no appointment scheduled. but it was mentioned clearly on the rate confirmation. Now it's delivering today at 5:00 PM as per the new delivery appointment.

We told the rep charges are $250 for detention, $200 for storage, and $300 for redelivery fees and she agree to it and said she will send a revision later on. today is the delivery date and she is on vacation till next Friday and no one else can send me a revision. So what should a carrier do in a situation like this? should we deliver or demand payment before delivery? as no one seems to pay attention to this and it's been 2 days since we are sending emails back and forth

Someone will say charges are too much but look at the equipment, insurance, and fuel cost ......

 

[Shakey]

I'm on load with Ayr motor pick up was from IL driver was on time for appointment and freight wasn't ready so we had to wait for 9 hours to get loaded, and then arrived at receiver for Monday 4:00 PM delivery appointment but there was no appointment scheduled. but it was mentioned clearly on the rate confirmation. Now it's delivering today at 5:00 PM as per the new delivery appointment.

We told the rep charges are $250 for detention, $200 for storage, and $300 for redelivery fees and she agree to it and said she will send a revision later on. today is the delivery date and she is on vacation till next Friday and no one else can send me a revision. So what should a carrier do in a situation like this? should we deliver or demand payment before delivery? as no one seems to pay attention to this and it's been 2 days since we are sending emails back and forth

Someone will say charges are too much but look at the equipment, insurance, and fuel cost ......

try and get Seth on the phone he is owners son and think he runs most things there