FreightPros

Revdex.com Complaint ID: [redacted] FreightPros reference number: [redacted] Hello, We received the notification from [redacted] about the claim issue on shipment [redacted] We are a freight broker, and we shipped this shipment for [redacted] on 10/8/As standard protocol when shipments are first set up in our system, we ask our customers if they would like to purchase 3rd party insuranceIf the customer tells us they would like to purchase it, we add this amount to the customer’s cost on the shipment and include this on the quote email we send to our customersThe customer clicking on the link within this quote email is the ONLY way to set up the shipment in our systemWe have absolutely no record of [redacted] ever requesting 3rd party insuranceThe rate he was quoted was for the shipping only and did not include insurancePlease see image below (left): This is email we sent to [redacted] to set up the shipmentNote the highlighted portion which does not list anything for insuranceYou may compare this to what it looks like on a different shipment that did include insurance (right): We purchase 3rd party insurance for literally hundreds of shipments each monthWe tell all of our customers that they must notify us if they wish to purchase 3rd party insurance, both verbally and in the emails to the customer when we send them the quote and the Bill of LadingPlease see below, where our email to [redacted] states: “Carriers will provide value protection coverage of $per pound for used goods and $per pound for new goodsIf additional coverage is needed, we can provide third party coverage based on the value of the shipment with a $deductible on any one accident or occurrenceYou must email your sales representative requesting this third party coverageProof of value will be needed in the event of a claim for processing.” We are happy to forward this email if you’d like Unfortunately at this point it’s a he-said-she-said situationIf we had any record whatsoever of [redacted] letting us know that he needed to purchase 3rd party insurance, we would take full res***ibility for this and would pay him immediately for our mistakeHowever, I have checked through all email correspondence multiple times, and have looked all over our Transportation Management System and 3rd Party Insurance accounts, and don’t see anything about this ever being requested by [redacted] I have been in contact with him about this multiple times and he has stated via email that he is unable to produce any evidence on his end that this was purchased, eitherPlease let me know if you need anything else on our end to get this resolvedThank you, [redacted] FreightPros

We received the attached dispute from [redacted] letting us know that she had not received a full refund for her shipment However, I've included transaction receipts here that prove that we refunded the full amount of $ This happened in two separate transactions, both on 3/9/18-- one for $and one for $ These transactions are fully credited on our end, so if [redacted] has not received the credit(s) yet, she needs to speak with her bank

Complaint: [redacted] I am rejecting this response because: Situation: The statements made by FP are not correct, in my opinion they made little or no effort to address my concerns and were grossly dismissive of my situation as I didn’t represent a large account for them [redacted] set up a shipment with us that picked up on 1/6/ Prior to the pickup, we explicitly stated that the shipment needed to be properly packaged prior to the pickup The shipment was damaged in transit We assisted [redacted] in filing a claim directly with R&L (the carrier) However, R&L denied this claim because the freight was not properly packaged As noted above, claim decisions are made by carriers only and FreightPros is not liable for the outcome The first shipper selected by FP came to pick up the merchandise and rejected it bc it wasn’t on a pallet, so I went over the options in detail with the sales repto ensure the next pick up would be acceptableAt no time was insurance recommended or offered, which, after the fact is what they suggested I should have doneAs for assisting me, the claims specialist, would not talk to me over the phone, only sending me emails explaining that process would take days to resolve and that they couldn’t give me any more specificsAfter repeated calls and emails they never elaborated by email or phoneI was left in the dark as to the process other than it would take days and is otherwise out of their controlNo attempt to speak to me directly to address my concernsSo when they claim to have "assisted me" that is far from true, the rep knew I was not satisfied w her emails and made no attempt to provide any other info [redacted] was extremely upset at R&L's decision, so we had repeated phone and email conversations with him to help him understand the situation We even went so far as to connect him directly to the decision-makers at R&L so that he could speak directly to those who denied his claim He remained very upset and began threatening to post negative reviews to social media if I did not give him $ A direct quote from him is below, and also included in the attachment:"...expect to see your name along with all of the others who I worked with on this, highlighted in as many negative reviews of your company and your customer service, as the internet will allow me to postOr refund the $175.00.."We went above and beyond for this customer on multiple occasions, having lengthy phone conversations and sending information via email multiple times to help him understand the situation, but he repeatedly threatened us Ultimately, FreightPros did absolutely everything we could for [redacted] to help him get his claim approved, but ultimately the carrier's denial of this claim is the final outcome and is not something FreightPros can be held responsible for My frustration w Freight Pros wasn’t that R&L denied the claim, its that Freight Pros demonstrated gross negligence regarding my situationI needed them to explain before the days was up, what potential outcomes were, if I was insured through them or not and if not why I was never offered any insurance up frontThose are simple things that should have been addressed, but since the claims rep refused to call or discuss anything besides the timeline, I was forced to wait in the dark for the “decision”The only response I had was that R&L would make a determination and until then nothing else could be done I made numerous attempts to speak with the claims specialist and address this to no avail, she wouldn’t address my concerns via email and would not call me to discuss per my numerous, specific, emailed requestsWhen I finally called in to make a complaint with a manager, I was instead transferred to the claims specialist I was complaining aboutShe was clearly aggravated that I was complaining to mgmtShe made no attempt to understand why I was frustrated w FP and kept referring to the decision by R&L to deny the claim After that conversation turned into an argument I called in again and finally was able to leave a message with a manager who left me a message a few days laterAfter we spoke she agreed to look into the situationThen I received another “canned” email basically stating they had no responsibility to do anything, similar to what they sent the Revdex.comSo I told her it was unacceptable and that I was requesting a refund for the shipping costs, which was followed by no responseSo after about weeks of no comment on my refund, by the VP of the company, I made the assentation that this would be the last email I was sending themI then gave them the option to refund my shipping costs, which were minimal compared to the costs of the damaged freight which was over $1000.00, or expect the complaint to go on line since they weren’t responsiveAgain, no response You tell me if this is the conduct of A+ company with the Revdex.com? They didn’t go above and beyond, they did the bare minimum, a copy and paste email of the terms and policiesThey would still rather spend mgmtresources to fight this complaint instead of offering the $refund, for shipping costs on a product I never receivedThis company is what’s wrong with customer service in the internet age, they hide behind email until people hopefully stop tryingI am still requesting a refund for the $and won’t consider this resolved until that happens Regards, [redacted]

Complaint ID ***9/1/2016FreightPros is a third party logistics provider that contracts common LTL carriers to move freight shipmentsFreightPros does not physically handle the freight but Is the provider between the customer and the freight carrierWhen we quote out customers, they are
provided with an estimated transit time for the shipmentThe verbage on our quote email reads: "Your estimated transit time is 5-business days after pickup." This is the second line of the quote email that our customers receive to schedule a shipment with FreightPros via an online checkout.Transit times are estimated by the carriers and us due to the possibility of a shipment being delayed in transitShipments can be delayed due to weather, mechanical issues like a truck breaking down or arriving late to a transfer terminal so a shipment misses an outgoing truck, or other unforeseencircumstances that can cause a delay.Since we do not physically handle the shipments, we do not have complete control on how the carrier handles a shipment or the timeline that they keep for deliveryIf there is a delay or an issue, we can make requests to the carrier but we have to go through their proper channels and processesRequests made to LTL carriers take time to process as they are nationwide companies handling tens of thousandsof shipments at a time.FreightPros was in constant communication with *** about the delays and coordinating the delivery / rescue of the shipment*** did hire a truck to go in to the Central Transport's destination terminal to pickup the shipment from them but the Central Transport had to process our Letter of Authorization to release the freightThe shipment also had to be unloaded from the trailer it was on with othershipments before it could be made available for pick by a third partyWe do not have control over whenour requests are processed and when the freight will become available for pickup once our Authorization to release the shipment has been processedCentral Transport gave us incorrect information about the shipment being available but then was not able to unload the shipment and make it available for pickup due to high volumes of other shipments being processed at the carrier's terminal in Brooklyn NY which is why the customer's truck was not loaded in a timely mannerThe Terminal manager *** apologized for providing bad information about the shipment being ready for pickup.*** did request to speak to our company owner but he does not deal with these situations and is not directly involved in the day to day operations of FreightProsWe did internally escalate the situation to our Director of Operations who was in contact with *** and helped resolve the situationWe did everything possible to help *** get the shipment delivered or released as quickly as possible but From FreightPros OperatiorFax (*** *** To: +*** Fax: +*** Page of 09101/3:PMCentral Transport had unforeseen delays while in transitUnfortunately, FreightPros is at the mercy of LTL carriers and their timeline for transporting and processing shipments and we are not able to force them to work outside of their standard operating proceduresWe did keep in constant communication with *** and the carrier relating any information we had and could pass alongThat being said, we do feel that this complaint against FreightPros is unmeritedLTL carriers do not offer financial compensation when a shipment is delayedFreightPros is the third party bill to for the carrier and the full amount was still billed to us from Central TransportIt is not possible for FreightPros to offer financial compensation for late shipments since carriers do not offer it to us.Out of all the shipments we have moved in the past months, 5.56% have had delays in transitWe fully disclose to all of our customers that transit times are estimated and if shipments are time sensitive then we can look into expedited options at a higher costIt is an unfortunate situation when a shipment is delayed but it is part of the industry that we deal with on a daily basis.Sincerely, *** ***

Monday, December 15, 2014 Regarding Complaint #*** Hi, to whom it may concernI am sorry but I was away for the last week and unable to access my emailThis complaint is not resolvedAnd I wish it to be re openedFreightpro's are using shady business practices hereThey know there is no paper trail for the "insurance" they say over the phone they "will" provideI did NOT request insurance, *** *** asked the value of my goods, to which I replied $and then she said we WILL include it as it is only $extraAnd what's more the info that you see on "their" website disappears as soon as you accept the quoteThis isn't the same identical information that *** *** points to as shown in the email they sent meThey are scamming their customers, as unless the customers record their phone calls or take "screen dumps" from internet pages there is no proofAnd what's more it would only be called in to effect if there was an insurance claimThere is only one way I can think of to see the practices in play at freightpro'sAnd that is to request some freight quotes, I cannot be sure they are using these practices on a daily basis or by ALL employees or if they are letting them lie while the dust settlesDo as I did: Request a freight quote online, from point "A" to point "B"My goods were used car parts to the value of $So around times the value of the freight costThis is important as if they have no value they may not offer the insuranceLeave a contact number and they will call youObviously you can't use a Revdex.com email address or answer your phone "hi this is *** from Revdex.comThis is a stale mate situation, I will not drop this dispute as I know what was promised by freightpro'sRegards *** ***

Background: FreightPros is a freight broker We help our customers by connecting them to carriers who can transport their freight FreightPros does not offer packaging services, nor does any carrier we work with FreightPros and our carriers rely on our customers to properly
package their freight before shipping it This is made clear to all customers who use our services, and is stated explicitly in our terms of use This is an industry standard for non-asset based freight brokers like us.In the event that freight is damaged or lost, FreightPros will assist our customers in submitting a claim with the carrier However, FreightPros is not liable for damage incurred by the carrier, and the approval or denial of the claim is made by the carrier, not FreightPros This is also made very clear to all of our customers and stated explicitly in our terms of use Situation: *** *** set up a shipment with us that picked up on 1/6/ Prior to the pickup, we explicitly stated that the shipment needed to be properly packaged prior to the pickup The shipment was damaged in transit We assisted *** in filing a claim directly with R&L (the carrier) However, R&L denied this claim because the freight was not properly packaged As noted above, claim decisions are made by carriers only and FreightPros is not liable for the outcome.*** *** was extremely upset at R&L's decision, so we had repeated phone and email conversations with him to help him understand the situation We even went so far as to connect him directly to the decision-makers at R&L so that he could speak directly to those who denied his claim He remained very upset and began threatening to post negative reviews to social media if I did not give him $ A direct quote from him is below, and also included in the attachment:"...expect to see your name along with all of the others who I worked with on this, highlighted in as many negative reviews of your company and your customer service, as the internet will allow me to postOr refund the $175.00.."We went above and beyond for this customer on multiple occasions, having lengthy phone conversations and sending information via email multiple times to help him understand the situation, but he repeatedly threatened us Ultimately, FreightPros did absolutely everything we could for *** *** to help him get his claim approved, but ultimately the carrier's denial of this claim is the final outcome and is not something FreightPros can be held responsible for.Attached: • Denial letter from R&L stating that the reason this claim was denied was because of packaging • One of many email chains between *** and FreightPros team members This selected email chain highlights both our willingness to continue to work with *** to understand the situation, and Noah's continued threats against us.• FreightPros terms of use, to which *** *** agreed on 12/31/ Please especially note points #3, 15, 16, and Excerpts are below:(3) ...Customer agrees to ensure the Shipment is properly prepared for transport by freight carrier (with NMFC-compliant packaging and a proper address), and to ensure that any flatbed cargo is properly secured and tarped by the Carrier...(15) Preparation of Shipment: Unless otherwise stated in a special agreement accepted by both Parties, Customer is responsible for proper preparation, packing, load securement and addressing of the Shipment...(16) Claims and Limitations of Liability: FreightPros does not insure or indemnify Customer against losses, damages, delays or other liability resulting from or incurred in connection with the Shipment .In the event of a claim, Customer shall look solely to the Carrier and/or Customer’s own insurance in the event of a claim for damage or loss.... (18) ....FreightPros will assist the Customer in the submission of the Customer’s claim to the carrier, but is in no event responsible for payment of such claims and makes no representation, warranty or guaranty as to the outcome of such claims or the availability of insurance coverage from which the Carrier may pay such claimsIn the event of a claim denial by the carrier, no further action will be taken on the part of FreightPros and the decision of the carrier will be considered finalNote that FreightPros cannot assist in filing claims directly with Central TransportThe filing of a claim does not relieve Customer of its responsibility for payment of freight charges....Please don't hesitate to reach out if you need any more information here-- I'm happy to provide any other emails or information you need to rule in our favor here.Thank you!-***

Complaint: [redacted]I am rejecting this response because:
Situation:
The statements made by FP are not correct, in my opinion they made little or no effort to address my concerns and were grossly dismissive of my situation as I didn’t represent a large account for them.
[redacted] set up a shipment with us that picked up on 1/6/16.  Prior to the pickup, we explicitly stated that the shipment needed to be properly packaged prior to the pickup.  The shipment was damaged in transit.  We assisted [redacted] in filing a claim directly with R&L (the carrier).  However, R&L denied this claim because the freight was not properly packaged.  As noted above, claim decisions are made by carriers only and FreightPros is not liable for the outcome.
The first shipper selected by FP came to pick up the merchandise and rejected it bc it wasn’t on a pallet, so I went over the options in detail with the sales rep. to ensure the next pick up would be acceptable. At no time was insurance recommended or offered, which, after the fact is what they suggested I should have done. As for assisting me, the claims specialist, would not talk to me over the phone, only sending me emails explaining that process would take 120 days to resolve and that they couldn’t give me  any more specifics. After repeated calls and emails they never elaborated by email or phone. I was left in the dark as to the process other than it would take 120 days and is otherwise out of their control. No attempt to speak to me directly to address my concerns. So when they claim to have "assisted me" that is far from true, the rep knew I was not satisfied w her emails and made no attempt to provide any other info.
[redacted] was extremely upset at R&L's decision, so we had repeated phone and email conversations with him to help him understand the situation.  We even went so far as to connect him directly to the decision-makers at R&L so that he could speak directly to those who denied his claim.  He remained very upset and began threatening to post negative reviews to social media if I did not give him $175.    A direct quote from him is below, and also included in the attachment:"...expect to see your name along with all of the others who I worked with on this, highlighted in as many negative reviews of your company and your customer service, as the internet will allow me to post. Or refund the $175.00.."We went above and beyond for this customer on multiple occasions, having lengthy phone conversations and sending information via email multiple times to help him understand the situation, but he repeatedly threatened us.  Ultimately, FreightPros did absolutely everything we could for [redacted] to help him get his claim approved, but ultimately the carrier's denial of this claim is the final outcome and is not something FreightPros can be held responsible for.
My frustration w Freight Pros wasn’t that R&L denied the claim, its that Freight Pros demonstrated gross negligence regarding my situation. I needed them to explain before the 120 days was up, what potential outcomes were, if I was insured through them or not and if not why I was never offered any insurance up front. Those are simple things that should have been addressed, but since the claims rep refused to call or discuss anything besides the timeline, I was forced to wait in the dark for the “decision”. The only response I had was that R&L would make a determination and until then nothing else could be done.
I made numerous attempts to speak with the claims specialist and address this to no avail, she wouldn’t address my concerns via email and would not call me to discuss per my numerous, specific, emailed requests. When I finally called in to make a complaint with a manager, I was instead transferred to the claims specialist I was complaining about. She was clearly aggravated that I was complaining to mgmt. She made no attempt to understand why I was frustrated w FP and kept referring to the decision by R&L to deny the claim.
After that conversation turned into an argument I called in again and finally was able to leave a message with a manager who left me a message a few days later. After we spoke she agreed to look into the situation. Then I received another “canned” email basically stating they had no responsibility to do anything, similar to what they sent the Revdex.com. So I told her it was unacceptable and that I was requesting a refund for the shipping costs, which was followed by no response. So after about 3 weeks of no comment on my refund, by the VP of the company, I made the assentation that this would be the last email I was sending them. I then gave them the option to refund my shipping costs, which were minimal compared to the costs of the damaged freight which was over $1000.00, or expect the complaint to go on line since they weren’t responsive. Again, no response.
You tell me if this is the conduct of A+ company with the Revdex.com? They didn’t go above and beyond, they did the bare minimum, a copy and paste email of the terms and policies. They would still rather spend mgmt. resources to fight this complaint instead of offering the $175 refund, for shipping costs on a product I never received. This company is what’s wrong with customer service in the internet age, they hide behind email until people hopefully stop trying. I am still requesting a refund for the $175 and won’t consider this resolved until that happens.
Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: As stated during my conversation [redacted], she asked the value of my shipment to which I replied $5000.  She responded straight away that she would include insurance in the quote as it was only $50 extra. Also as per my earlier response I am also 99% sure the $50 for insurance showed up on the freightpro's website when I followed the supplied link to confirm the booking. I was a little surprised that it was not listed as a separate amount on the Freightpro's invoice, but I thought at least the total quoted was the correct amount and to be honest it was the absolute last thing on my mind that I would need to claim on the insurance. It is in my opinion that this is what Freightpro's counts on and probably in the majority of cases they say we'll include insurance, charge for it but don't actually book that with the third party provider UNLESS the customer pushes them for a copy of the insurance document. The link I selected as part of the acceptance of the quote disappears as soon as you use it, so that was my only proof in writing of the $50 charge for insurance, Freightpro's knows this. And then you are right it is a "he says she says sort of thing". Look at it in a business point of view, you are a service provider, trying to sell your service and that of your third party insurance provider. I am the customer, having never used a freight broker before. I take your broker's word as this is how its done, we'll include insurance etc...... As MOST large companies record their phone communications with customers for this exact reason, Freightpro's should hand over a copy of the call log for this conversation.
Regards,
[redacted]

Revdex.com Complaint ID: [redacted] FreightPros reference number: [redacted] Hello, We received the notification from [redacted] about the claim issue on shipment [redacted]. We are a freight broker, and we shipped this shipment for [redacted] on 10/8/14. As standard protocol when...

shipments are first set up in our system, we ask our customers if they would like to purchase 3rd party insurance. If the customer tells us they would like to purchase it, we add this amount to the customer’s cost on the shipment and include this on the quote email we send to our customers. The customer clicking on the link within this quote email is the ONLY way to set up the shipment in our system. We have absolutely no record of [redacted] ever requesting 3rd party insurance. The rate he was quoted was for the shipping only and did not include insurance. Please see image below (left): This is email we sent to [redacted] to set up the shipment. Note the highlighted portion which does not list anything for insurance. You may compare this to what it looks like on a different shipment that did include insurance (right): We purchase 3rd party insurance for literally hundreds of shipments each month. We tell all of our customers that they must notify us if they wish to purchase 3rd party insurance, both verbally and in the emails to the customer when we send them the quote and the Bill of Lading. Please see below, where our email to [redacted] states: “Carriers will provide value protection coverage of $0.10 per pound for used goods and $1.00 per pound for new goods. If additional coverage is needed, we can provide third party coverage based on the value of the shipment with a $500.00 deductible on any one accident or occurrence. You must email your sales representative requesting this third party coverage. Proof of value will be needed in the event of a claim for processing.” We are happy to forward this email if you’d like.   Unfortunately at this point it’s a he-said-she-said situation. If we had any record whatsoever of [redacted] letting us know that he needed to purchase 3rd party insurance, we would take full res[redacted]ibility for this and would pay him immediately for our mistake. However, I have checked through all email correspondence multiple times, and have looked all over our Transportation Management System and 3rd Party Insurance accounts, and don’t see anything about this ever being requested by [redacted]. I have been in contact with him about this multiple times and he has stated via email that he is unable to produce any evidence on his end that this was purchased, either. Please let me know if you need anything else on our end to get this resolved. Thank you, [redacted] FreightPros

We received the attached dispute from [redacted] letting us know that she had not received a full refund for her shipment.  However, I've included transaction receipts here that prove that we refunded the full amount of $579.00.  This happened in two separate transactions, both on...

3/9/18-- one for $379 and one for $200.   These transactions are fully credited on our end, so if [redacted] has not received the credit(s) yet, she needs to speak with her bank.