Cooper Brothers Trucking
- Thread starter Wiley One
- Start date
Has anyone had problems with them?
cooper brothers on DNU list
They called me for my LTL to Ohio, coming off my dock, sent the load info, then get a call they can't get ahold of their driver, can we drop at their dock. Said no and cancelled and found another reputable carrier. A 1/2 hour later a truck from Mainliner shows up looking for the LTL on behalf of Cooper??? Don't know how they operate but it won't be with my freight.
They called me for my LTL to Ohio, coming off my dock, sent the load info, then get a call they can't get ahold of their driver, can we drop at their dock. Said no and cancelled and found another reputable carrier. A 1/2 hour later a truck from Mainliner shows up looking for the LTL on behalf of Cooper??? Don't know how they operate but it won't be with my freight.
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Mainliner does their local GTA work and they linehaul it to Ohio and do the deliveries and vice versa for inbound. I've used 5 times in the last 2 months for inbound shipments and I've received confirmation from the shipper everytime that it's a Cooper Brothers truck that picks up and the PARS all say Cooper but Mainliner delivers. I've never had a problem and would use again.
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5
They are currently on our DNU list for freight that needs ltl freight delivered from Ohio in less then 3-4 days. We have had bad experiences with them on the last 2 shipments we have given them. Both ended up being more than 2-3 days late and we ended up picking it up off their dock so that we could get it delivered. When we call and ask for eta's or information we were met with "this is LTL" what do you expect" and could not give us any idea of delivery time. I am sure they are fine without timelines, unfortunately our customer base is not. I realize stuff happens and can live with an upfront answer, but their response reflects an attitude of "how dare we ask for information about our freight". After reading the comments below there may be some communication issues with their agents. Here's hoping they get that fixed.
30
Good day Abe,
I see based on the notes in my system that your team does offer great, accurate and professional updates. Thank you for that! You are able to requests and get a premium rate for the service you provide (i.e. we pay for what we get) that differs from your competition as you described.
Some thoughts about Cooper (we have worked with them for quite a while and are still working with them). I believe they are short staffed in the office. Adam can be 'difficult' at times and unreasonable at others. Rob Cooper is great and usually helps if you bring a problem to him.
All that being said, this provider offers rates that are difficult to walk away from. Along the same lines as 'you pay for what you get' - lower tolerance for included time at pickup and delivery (we are often paying waiting time but unable to collect - see my many posts about 2 differing contracts at work), less detailed updates and sometimes longer service times (I've been fortunate and have not seen the delays you have).
All this being said, 'this is LTL, what do you expect' is an unprofessional answer and comes from frustration, inability to come up with a detailed reply to satisfy you and frankly anyone who speaks that way to a customer should consider their choice of career. I can see why you made the decision you did!
Keep well Abe,
Mike
I see based on the notes in my system that your team does offer great, accurate and professional updates. Thank you for that! You are able to requests and get a premium rate for the service you provide (i.e. we pay for what we get) that differs from your competition as you described.
Some thoughts about Cooper (we have worked with them for quite a while and are still working with them). I believe they are short staffed in the office. Adam can be 'difficult' at times and unreasonable at others. Rob Cooper is great and usually helps if you bring a problem to him.
All that being said, this provider offers rates that are difficult to walk away from. Along the same lines as 'you pay for what you get' - lower tolerance for included time at pickup and delivery (we are often paying waiting time but unable to collect - see my many posts about 2 differing contracts at work), less detailed updates and sometimes longer service times (I've been fortunate and have not seen the delays you have).
All this being said, 'this is LTL, what do you expect' is an unprofessional answer and comes from frustration, inability to come up with a detailed reply to satisfy you and frankly anyone who speaks that way to a customer should consider their choice of career. I can see why you made the decision you did!
Keep well Abe,
Mike
30
"Difficult at times... unreasonable at others". I don't care how understaffed and/or frustrated you are... there's no reason to talk to a customer like that. And a broker or carrier "IS" a customer (actually, in some ways better than a customer because you have the option of saying "No" to their freight on any given day and no one is offended (actually, I respect it when a carrier says "Can't do it today... we're at capacity"). Good, pleasant and professional staff is a reflection of the higher ups. Dispatchers / CSR's need to keep it together when dealing with a customer (you can vent after the phone is put down.
I've never dealt with these guys there are far to many other carriers running OH - ON (Bestway, AMA, Polaris, BDR) but have seen them on the link and was wondering who they were and what they are like. 3 - 4 day service to/from Ohio doesn't really work for me... I'll pass.
I've never dealt with these guys there are far to many other carriers running OH - ON (Bestway, AMA, Polaris, BDR) but have seen them on the link and was wondering who they were and what they are like. 3 - 4 day service to/from Ohio doesn't really work for me... I'll pass.
5
Hi Mike,
I sincerely hope that they work the bugs out in respect to the communication issues with their agents and with the short staffing. Both I am familar with and is not an enjoyable time for a business or the owner. It tends to challenge your leadership and ability to deal with customers professionally. If handled properly the outcome can solidify business relationships or if handled in frustration can turn it away.
I sincerely hope that they work the bugs out in respect to the communication issues with their agents and with the short staffing. Both I am familar with and is not an enjoyable time for a business or the owner. It tends to challenge your leadership and ability to deal with customers professionally. If handled properly the outcome can solidify business relationships or if handled in frustration can turn it away.
30
I absolutely agree. I hope they can turn the customer service end around. I've been focussing more over the last couple of years in having people (here) understand that although we all deal with high volume days, issues, stress, etc... we all need to remember there is a PERSON on the other end of the phone. You know, that can be offended if treated unprofessionally and that those things affect their wanting to deal with your company again (both customers and suppliers). Of course, if the person on the other end of the phone is being difficult, it makes it hard to want to help them. We've all been there!
Keep well,
Mike