Recent Issues with Highlight Motor Freight

D

dispatch23

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May 4, 2018
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We have used Highlight for many many years and hadn't had any issues.
We are now experiencing a lot of problems with them that all started about a year ago.

We had 3-4 loads for our largest customer that we put on Highlight drivers going to NJ. There was nothing but problems that Highlight did not communicate to us, gave us the run around, expected tons of paid waiting time they neglected to let us know about until we received the invoice and more.
We decided to give them another try as they are usually a great carrier but that seems to have been a mistake. 80% of the loads we have given them since have had issues. Up until the most recent we were somewhat overlooking them but now we have a load that reached Victoria with tons of damages resulting in a very large claim.

The photos of the freight leaving our warehouse vs the photos of the freight that arrived to the receiver clearly show that they cross docked this load but they refuse to take responsibility. We have asked that they provide the driver's logs, they refuse to. They won't acknowledge the photo proof that the load was rearranged and different coloured straps were used. I am not sure if anyone else has had these issues with Highlight but they went from our #1 preferred carrier to almost on the DNU.
 
Kirk didn't call your client and tell them that his wife could broker the freight better and cheaper yet?
 
Is that something he does??? I have mostly been dealing with Eugene and Ken but I know Kirk is in on the dispatch email which has been included in all my correspondences
 
I am currently fighting with their claims department.
I asked them to provide the driver's logs to prove it went straight from my warehouse to destination, they sent me a picture of a map routed from Mississauga to Victoria and refuse to provide anything else.
There is no truck number, there is no hours of service listed or anything indicating what the truck actually did
 
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Go up the chain directly (vs hoping he's reading your email that is in a group). Talk to Kirk, he's a reasoable guy in my experience. Any claim I had was always satified (all of which were under $1000 CAD).

OR

Reach out to their insurance company and they will light a fire under HMF.

If the facts are clear, you should expect a fair and full resolution within 90 days of incident.

Keep us posted and keep well,
Mike
 
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Just today, I received notice of 1 skid damaged on shipment from Ontario to California. From pictures taken, looks like they double stacked the order (which I noted on my load confirmation - do not stack). Not much value (thank heavens)...but wanted to make note of this for this thread.
 
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TRPM said:
Just today, I received notice of 1 skid damaged on shipment from Ontario to California. From pictures taken, looks like they double stacked the order (which I noted on my load confirmation - do not stack). Not much value (thank heavens)...but wanted to make note of this for this thread.
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Unfortunately ours was an expensive one they are fighting tooth and nail to say they didn't rearrange. I am sure if you go after them they will tell you to prove it was double stacked and then continuously say they didn't do it even if proof is provided. We are going straight to their insurance company now
 
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We just received notice of a damaged skid as well from WA to ON. They have always been a great carrier. What is going on?
 
I used to give them LTL from the Eastcoast until they stopped reading the tenders. They'd get loaded with an extra skid and then invoice 50% more. I asked them why no one told me what happened and they replied that I don't give them enough business and here's a credit form to fill out your skids are in storage until further notice. At the same time Exclusive FF/HLL would call the consignee and offer to do it for cheaper; kinda funny when you start losing clients to back solicitation.
 
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artmax said:
I used to give them LTL from the Eastcoast until they stopped reading the tenders. They'd get loaded with an extra skid and then invoice 50% more. I asked them why no one told me what happened and they replied that I don't give them enough business and here's a credit form to fill out your skids are in storage until further notice.
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On one of our loads they invoiced us for an entire days worth of waiting time that was not approved because they never told us the driver was waiting. When we asked why they never told us they said they must have forgotten but that we were still on the hook for it. We obviously argued the waiting time charge, not to mention this was waiting time on a load they were 2 days late for already due to a break down.
 
Also should mention we caught on camera their driver damaging the dock at our warehouse and they refuse to take responsibility for that as well. Even though we have sent them photos/videos of the truck caught in the act
 
Update - they will not send anything I have asked and refuse to even acknowledge the claim until we pay their invoice in full
 
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