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Echo Global Logistics, Inc.

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Reviews Echo Global Logistics, Inc.

Echo Global Logistics, Inc. Reviews (27)

Initial Business Response /* (1000, 5, 2014/01/28) */
Contact Name and Title: *** *** - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@echo.com
It's currently in queue to be appliedOnce *** applies it, we will be able to initiate a refund case and then the customer
will see the refund reflected on their statement in 4-business days
*** called me yesterday afternoon and I explained this to him, and he seemed fine with it
Sincerely,
*** ***
Thank you,
*** ***
Sales Operations Manager
XXX-XXX-XXXX
***@echo.com

Final Consumer Response /* (450, 5, 2014/02/11) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
As of 2/10/2014: According to sales rep, *** *** "That invoiced is clearedMy manager approved the invoice and
my accounting department has already taken care of itXXXXXXXX-X is off the books."

Echo continuously calls our office even though we have told time and time again that we are not interested in their logistic services They do not track outbound calls or call from a list, so there is no way to be removed They just randomly Google businesses to solicit, so we hear from them once a week or sometimes more and it's always a different representative What a terrible system!

Complaint: ***
I am rejecting this response because: I have been
Contacted by Jeff *** but he has told me that he is working to resolve the issue. I have provided him all the information that he needed and am waiting to hear back.We still have no resolution on this matter
Sincerely,
David ***

Initial Business Response /* (1000, 5, 2014/02/24) */
***
We spoke with the vendor and let them know that the accounting error that had delayed their payment was fixed and expedited
through our system todayWe are overnighting a check for the amount of *** Next Day service; this provides the resolution the vendor requested
Final Consumer Response /* (2000, 7, 2014/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/03/04) */
Contact Name and Title:*** Sales Analyst
Contact Phone: ***
Contact Email:***
The party making this complaint *** ***) is not a customer of Echo Global Logistics, and has never paid Echo for any
servicesThe invoice in question was not billed to or paid by Mr***
Mr*** is a customer of one of our customers, so any payment details or arrangements between him and a third party are not controlled or affected by EchoMr*** needs to work with his vendor SASCO America to resolve his complaint
We would be glad to provide any further details as requested, but we do not have the ability to resolve a complaint directed at the wrong party
Initial Consumer Rebuttal /* (3000, 7, 2014/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) The company customer service issues were not addressedThe company did not properly picked up the cargo from our location; the dispatcher provided poor customer service resulted in losses for us
2) I do not ask for reimbursment; the reimbursment in question ($250) has to be made to *** *** - then they can reimburse to us
Final Business Response /* (4000, 9, 2014/03/10) */
We have already offered a $credit to our customer, *** America, on this particular matterAny "pass *** of that discount must come from an agreement between Mr*** and *** America
Again, Mr*** is not a customer of Echo Global Logistics and has never paid Echo for any services, so it is impossible to extend a refund to him

Initial Business Response /* (1000, 5, 2015/06/23) */
Contact Name and Title: *** *** Sales Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@echo.com
The fees charged to Echo by the carrier were added at the request of Mr***'s customer (***)Unfortunately, as Mr***'s
customer is not a customer of Echo, there is no way for us to demand payment from that party
Echo is responsible for payment to the carrier of the additional requested charges (we have already paid the carrier for them), and so as our customer, Mr*** is liable for those chargesIf he would like us to produce an invoice for the charges that he can show his customer, we can certainly do thatBut in order for this bill to be settled, the invoice must be paid
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a settlement offer from EchoI am awaiting invoice indicating this is payment in full for this transaction
Final Business Response /* (4000, 9, 2015/06/29) */
Contact Name and Title: *** *** Sales Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@echo.com
*** received an email from *** *** on Friday, June 26th at 4:34pm CST with an updated invoice showing a new balance due of $565.00, which is the discounted amount agreed upon by ***, ***, and CouriWe are now awaiting payment for the final invoice by Mr***
Final Consumer Response /* (2000, 11, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is unfortunate I had to spend my valuable time with this foolish issue and that it took intervention on the part of Revdex.com to resolve thisThank you Revdex.com

Dear Siddharth ***, We are sorry to hear about the damage to your shipmentAs your Echo representative informed you today, your claim was accepted by the carrier, and you will receive your claim payment soonFor the purposes of the Revdex.com website, we’d like to state Echo now
considers this complaint resolvedSincerely, Echo Global Logistics

Dear Daud *** We are sorry to hear about your shipment’s missing itemsWe looked into your situation and found that you settled your claim last yearYou received a check on your shipment claim, which you cashedYou then attempted to reopen the case several months later against our company
policy, which states, as communicated by our claims team, that appeals must be filed within days of the issued check’s dateIn light of this, we apologize that we are unable to resolve your complaint to the point of your desired resolution. Sincerely, Echo Global LogisticsTell us why here

Initial Business Response /* (1000, 5, 2014/08/22) */
Contact Name and Title: *** *** Sales Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@echo.com
We understand Mr***'s frustration with the delivery of his product
There are a number of extraordinary factors that
affected the pickup and delivery of this shipment
Initial dimensions and weights were supplied by the customer to Echo, upon which we provided a price quoteHowever, the carrier that picked up that shipment reported the shipment was lbs overweight and feet longer than was originally quoted to Mr***In the freight industry, rates are set by weight and space, and so the oversize shipment was a cost factor at both pickup and delivery
The delivery was split into two separate deliveries by the "last-mile" carrier because special equipment was needed for the delivery and the shipment was oversize as explained in part The carrier provided options at no cost to the customer for delivery of all the freight (at some delay, but at no cost), but Mr*** insisted on spending his own resources to make a pickup of the second part of the shipment rather than wait for the delivery
The customer service representative that has been coordinating with Mr*** on this shipment has attempted to contact the customer and work out an amenable solution but has been sent straight to voicemail without a returned callOur hope is that we can work with Mr*** to come to a resolution

Initial Business Response /* (1000, 5, 2014/03/07) */
Contact Name and Title: *** *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@echo.com
We have agreed to pay for the shipment in question and remove the cost of shippingWe are just waiting to hear back from the
customer to get a ship to address for the check and it will be sent out
*** ***
Sales Operations Manager
*** *** ***
*** *** *** Avenue, ***
Chicago, IL XXXXX
XXX-XXX-XXXX www.echo.com

I used this company approx 15 times for my shipments and javier [redacted] was told to ship my engine close to my customer, find out later that it was 2 hours away from my customer so this rookie makes me pay to ship it for the 2nd time, they used saia a terrible company who does not give any money back for damaged motors, these people hired them and they turned the motor upside down breaking all the parts on the top then cracking the block, I am told sorry about my luck I lose 240 bucks on my shipping plus 500 on my engine these people are crooks!

Hello [redacted], Our records show that the carrier paid us $786.75 for a refund in freight plus their maximum liability coverage, which we sent to right on you in the form of a check. Additionally, we added $3,200 in that first check for damage. We then sent out a second check on 5/26 for a total of...

$3963.25. Finally, we are in the process of providing you a credit card refund of $450 for the freight cost you paid us. In total, that will equal a total of $8,400 to you.   We thank you for your patience during this process.

On 3/25/15 my business was quoted $630.96 to ship 10 stackable gaylord boxes so that they would only be taking up 5 skid spaces. The shipper claimed that the boxes were not stackable. We stack thousands of these gaylord boxes and there has never been a single issue. On 4/30/15, 30 days after receiving it, we paid this invoice of $630.96. On 5/26/15 we received another invoice pertaining to this same shipment, and it was for an additional $1398.97. This means that Echo wants us to pay a total of $2029.93 for one shipment. I have been unable to reach a resolution with Echo as they do not see anything wrong with this! I have a very negative view on this business now!

Initial Business Response /* (1000, 7, 2014/05/12) */
Contact Name and Title: [redacted] Sales Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@echo.com
We appreciate the feedback from Mr. [redacted]. However, Mr. [redacted] is not our client and Echo has never received payment from him...

for any services rendered that complaint belongs with his vendor (Echo's actual customer).
That being said, Echo took all possible steps to rectify any pricing or service misunderstanding, including taking a financial loss for our customer and upgrading service at no additional charge to ensure final delivery to Mr. [redacted]. We, however, do not have any control over financial or payment arrangements between Mr. [redacted] and his vendor.
The employees at Echo Global Logistics work tirelessly to ensure an excellent experience for our customers, and with the lessons from this move, will continue to provide best-in-class service to all our customers.
Initial Consumer Rebuttal /* (3000, 9, 2014/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I thought long and hard about filing a complaint with the Revdex.com. Usually, if I am not satisfied with a particular service provided to me, and depending on factors such as the nature of service, my history as a client with the business in question, etc. I would try and have a private dialogue directly with the provider. As much as possible, I would try and provide constructive feedback - i.e. suggestions and recommendations, coming from a customer's perspective, instead of just complaints. Also, I do not apply the "The customer is always right" rule, which I consider unfair. One could see from the history of the correspondence exchanged with ECHO Global Logistics in this particular case, that I gave the company the benefit of the doubt and a chance to provide me with the information showing that they were not at fault. To this date, I have not received a response.
I did end up filing a complaint about ECHO Logistics, because:
1. Although I did not contract them directly, they were the service providers responsible for the leg of my shipping that took place in the United States. Payment to ECHO was provided by me through [redacted] in [redacted] and [redacted]
2. They misquoted the service they were to provide. The information about type and size of shipment, origin, destination, and delivery details was comprehensive and transmitted to ECHO in due time. The "pricing or service misunderstanding" mentioned in ECHO's response is an actual error that they refuse to admit having committed;
3. They refused to bear the additional cost incurred by the mistake they made in quoting the service. To add insult to (financial) injury they basically left no choice to Oceanaire (who had no responsibility in ECHO's misquote) but to bear this additional charge, in order for my shipment to proceed. ECHO did not take any financial loss for [redacted] me or anyone else.
4. Delivery of my shipment was delayed by an additional week because ECHO left (forgot?) it in Miami (This detail was not included in my original complaint as there was not enough space in the complaint section). ECHO mentions a service upgrade; there was never such a thing. The delivery of my shipment was to be made at apt. [redacted] floor) at [redacted] It was made at apt. [redacted] floor) at [redacted] with no additional services.
I do not wish to go any further in this case; however I deemed this statement essential in order to re-establish some facts. The response received from ECHO Global Logistics shows the same sub-standard level of diligence, honesty and accountability demonstrated by this company throughout the entire process, and I wanted to ensure that other customers are aware of the quality of the business conducted by ECHO.
It is to be noted that during the week that followed delivery of my shipment, [redacted] ceased all business with ECHO Global Logistics.
Sincerely,
Ms. [redacted]
Final Business Response /* (4000, 11, 2014/05/30) */
We appreciate Mr. [redacted]'s feedback as we are always looking to improve our service for everyone involved in each shipment we execute.
As of this writing, the financial complaint has been settled with our customer (Oceanaire), including our absorption of many costs associated with this move above and beyond the initial quotation.
Because Mr. [redacted] is not our customer we have never contracted with Mr. [redacted] or received any payment from him we have resolved this case to the best of our ability.
Final Consumer Response /* (2000, 13, 2014/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this point, I have no further comments on ECHO's business policy, practices and ethics.

David,  I apologize for the damage which occurred during the transport of this hand-made carpet. As discussed, I will work with you directly to further pursue this claim.  Thanks,  Jeff [redacted]

Initial Business Response /* (1000, 8, 2014/07/30) */
Contact Name and Title: [redacted] Sales Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@echo.com
Thank you for your concern and inquiry.
After interviewing all the internal parties involved with these shipments, we have...

found that to every point of concern submitted by Ms. [redacted], Echo has provided responsive and transparent service to [redacted] (our customer).
1. On bill XXXXXXXX-X, the shipping location ([redacted] mistakenly switched pallets and shipped the wrong goods to two separate customers. Echo assisted in correcting that error by re-consigning (re-directing) both shipments. Re-consignment is considered a non-standard service in the LTL industry and does take time, which is a function of the trucking companies and not Echo, which readily worked with [redacted] to remedy their error.
2. On PRO XXX-XXXXXXX-X, that shipment delivered on 7/21. According to our records, Echo responded on 7/16 via email to Central Transport within 90 minutes of their initial request for storage charges for approval. The delay was simply between the carrier and the consignee (a residence, which in the LTL industry, takes additional time to deliver because special equipment and appointments are required). The storage fees are legitimate and passed through from the trucking company, as the final customer was on vacation while the carrier was attempting delivery.
3. On invoice XXXXXXXX-X, it was the decision of the customer to re-ship goods to the "correct" customer before the original "wrong" shipment completed its re-direction (at the request of [redacted] per point 1).
On all these points, Echo has provided exceptional service and communication to all the parties at [redacted] their customers, and our vendors. We have consistently demonstrated our commitment to handling all day-to-day shipments and any exceptions that arise in the course of business.
Problems that arise in the course of shipping goods across the country are indeed frustrating! But having a partner like Echo to assist in juggling the many tasks required and parties involved in remedying any issues is certainly valuable, as [redacted] has demonstrated to Echo as a valuable customer of ours for over 2 years.
Initial Consumer Rebuttal /* (3000, 10, 2014/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On points number 1 and 3. Echo notified us of which carriers were going to be hauling which goods. We attached the labels accordingly. At last minute, someone somewhere switched the two companies and did not notify us so when the trucking company arrived they just picked up and we were unaware of the change. On point #3- it shouldn't take 30 days to get the shipment redirected.
On point number 2- I also want to point out that this order left our factory on June 30 and it wasn't delivered until July 21st. This customer never went on vacation- it was to be delivered to a barn that is manned 24 hours a day 7 days a week- I have requested proof that this customer was contacted and the customer said "I'm on vacation" but no body can seem to produce it. It wasn't until WE made contact on July 16th that any records start on this case. It is also typical for companies to notify you if for some reason a product is going into storage to contact you. In this instance no one contacted us! Ever and if they had I would have said NO! But since Echo/Central were holding my product ransom I had no choice but to say "I approve"- they both put me in a very bad spot. I do believe that if we had not put pressure on Echo and Central that this order would be sitting in storage still racking up fees to be passed ** to me.
And as an addendum.... I shipped another order with Echo. It was supposed to have delivered to a customer in south Texas. They set up an appointment with the customer and never showed up or called the customer to notify them that the order would be delayed. Then they wouldn't deliver the next day- they rescheduled it for the next week. Pro # XXXXXXXXXXX.
I can safely say that if our customers are not given some sort of credit for the trouble that they have put us all through that [redacted] will no longer be a customer.
Final Business Response /* (4000, 12, 2014/08/07) */
We can certainly understand your frustration with these recent shipment exceptions occurring together in a short time span!
[redacted] account representative, David [redacted] has called Ms. [redacted] at the number provided twice this week and left voice messages without a response. We would like to come to a resolution on these issues and discuss a possible discount, but [redacted] would like to speak with Ms. [redacted] directly concerning all the listed issues.
As it stands, Echo has absorbed over $950 in additional costs from carriers for [redacted] this summer due to inaccurate measurements provided to Echo on two separate shipments, so it is well within our policies to assist our customers in resolving issues like these.

Initial Business Response /* (1000, 5, 2014/06/12) */
Contact Name and Title: [redacted] Sales Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@echo.com
Our customer's origin location in [redacted] loaded the wrong carrier with Mr. [redacted]'s shipment. We had a load going...

to [redacted] from the same location and this location loaded both loads on that truck. Carrier attempted to deliver both loads to [redacted] location, which they rejected. Carrier reached out to us to find out what to do.
We then worked with our customer [redacted] to find a solution. Once everything was figured out we were able to get another carrier to move this freight to final destination in [redacted] Load has been at their terminal for a couple days awaiting an appointment time. We have confirmed times for carrier and they will be delivering today, 6/12/14.
Unfortunately, Mr. [redacted] is not a customer of Echo Global Logistics we have never asked for or received payment from him. However, we will work with [redacted] (our customer) to see what we can do about compensation.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand the position they are taking and the mistake seems to not be entirely their fault. I wish I was notified when they discovered the mistake. I am still annoyed that I was not aware of the delay in delivery. I am waiting to see what compensation is decided before I officially move on.

Initial Business Response /* (1000, 5, 2014/09/18) */
Contact Name and Title: [redacted] Sales Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@echo.com
[redacted] has been a customer of Echo Global Logistics since 2011, executing 45 shipments with Echo over that...

period.
In freight, all shipments are subject to inspection and re-weigh/re-classification by the carriers hauling the shipment. This is not something Echo has control over, and any charges for inspecting freight are passed [redacted] to us. In those cases, we then charge our customers when their shipments are not as originally described on the bill of lading.
The density calculator tool on our website is an estimator only for freight classes that rely on density (as the tool disclaimer states). There are thousands of freight classes that are not determinted by density and instead require a specific class assignment determined by the National Motor Freight Traffic Association. Our customer service representatives are more than happy to provide guidance to all our clients to determine the best freight classification for the products they ship.
All shipments executed through Echo are subject to the terms at www.echo.com/tc, and it is our policy to pass on additional charges from the carriers to our customers. These are not charges that Echo assesses they are from the carriers and must be paid.
Receiving additional charges after the shipment has delivered is frustrating, but a fact of the industry. Echo pays our carriers immediately after receiving any additional charges, and we like our customers to do the same.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The additional charges were not discussed with me. I do not bill any customer after the fact without discussing the charges with them and we come to some agreement. The trucking company re-class was so far off base and it is obvious they are out to rip people off. I will proceed with my claim with the credit card company. If this is the way ECHO Logistic conducts business I will avoid them at all cost and will see that all my friends in my industry is aware of their practices.
Final Business Response /* (4000, 14, 2014/11/04) */
As of today, we have provided Mr. [redacted] a refund of $844.47 to his credit card ending in [redacted]

Initial Business Response /* (1000, 7, 2015/07/21) */
Contact Name and Title:[redacted], Sales Analyst
Contact Phone:[redacted]
Contact Email: [redacted]@echo.com
According to our Team Lead for the account that was servicing [redacted], her complaint is not towards ECHO.
[redacted] is having...

issues with Central Transport Int. - delivery issues and lack of communication by CTI (the carrier moving her shipment). Our Team Lead, [redacted], spoke to her again on 7/6/15 and she is extremely pleased with ECHO and said she would let the Revdex.com know in a revised letter.

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Address: 600 West Chicago Avenue, Suite 725, Chicago, Illinois, United States, 60654-2522

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