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I thought it was time to finally vent about a situation we find ourselves in. We took an order from them back in November heading down to NY off their dock in Ayr. We picked up from their warehouse with a local driver with a 53' reefer. The order was booked as 10 feet of truck, and since we go to NY with straight trucks only, we don't usually do any LTL larger than 4-5 spots. The driver who picked up didn't notify our local dispatch that the freight was larger, so we do have a certain amount of responsibility on our end that we fully accept -HOWEVER, when the driver arrived back at our warehouse in Mississauga, and they tried to unload him, the crates were jammed into the trailer so tight, that it was extremely difficult to get them off. One of the crates had its corner broken off by the force of jamming it into the trailer. The crates also took up 18 feet of trailer. We tried to contact their dispatch, and left a message as this was a Friday night, and we tried AGAIN on Saturday morning - no luck. I called myself on the Monday morning and explained that we couldn't send this order down, as it was far too large for us (and our driver went out less $$) and that due to the way that it was loaded, there was some damage. I got a "Well, thanks for nothing" attitude, and they said someone would be in to our whse to pick-up. We noted on the bill of lading the damage, and thought that it had been dealt with. We received an intent to claim for the damage in the mail, and I contacted them immediately to find out why we were being held liable for the damage ??? It was their warehouse who loaded the freight poorly, and we had tried to contact them the moment we saw the damage. I was told that someone would call me back to discuss, and no one ever did. I have tried 5 times since to contact them to discuss the issue, and to come to some sort of agreement regarding the $$$. I always end up speaking to the same girl - Kate who tells me she is far too busy to speak about it, even though her name is on the intent to claim letter, and she always says someone will call me back. Did I mention that they haven't PAID US since this incident??? At all ???? I would like to know where to go from this point. I am SO sick and tired of always getting the blame for every single rip, tear, poorly loaded, poorly wrapped, poorly stacked, piece of freight that crosses our path. We have paid out NUMEROUS times over the years in the interest of "keeping a customer", in the "interest of good business". We were willing to even SPLIT the cost of the repairs with them, but no one had the TIME to even discuss the issue, and I get some ridiculous flake who has the nerve to tell me that "So what if we haven't paid you ? It happens all the time ! " and then LAUGHS - (super professional !!!) Are we just crazy ? Too sensitive ? Obviously at fault??? I give up......thanks for allowing me to rant.
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