Freightquote.com Inc

A review of the shipment in question, load ***, has been completed per the customer's requestWe apologize for the delay in reviewing this dispute, but have concluded the freight class assigned to this shipment at the time of setup was an error on our behalfAs the customer has indicated,
the representative that initially booked this shipment is no longer with our company, and we regret this caused some delay in resolving the issueWe have removed all additional charges from the customer's bill and there is now a zero balance due on the shipment

Our records indicate the first shipment in question, *** ***, was setup to move from Nashville, TN to Las Vegas, NV, at a quoted price of $We were advised by the customer this shipment weighed lbHowever, the carrier selected to move this shipment, UPS Freight, performed an
inspection of the shipment and found it to weigh 1,lbThe additional charges of $were assessed for the additional weight included on this shipment
The second shipment in question, *** ***, was setup to move from Las Vegas, NV to Nashville, TN as a return shipment, at a quoted price of $1,This load was setup as 1,lb, again with UPS Freight selected as the carrier to move the shipmentThis shipment experienced some delays and issues on the carrier’s behalf, requiring the shipment to be upgraded to expedited servicesA review of the issues has revealed the added charges of $1,were not properly disclosed to the consumer at the time of the upgradeConsequently, a credit for these charges as well as a courtesy credit of the $charges on above shipment have now been issuedThe consumer’s credit card will receive a total of $2,in creditsThese credits will appear in 3-business days, depending on the speed of the credit card company processing

Our records indicate the shipment in question, BOL 70728804, was setup on 11/30/by the consumer via our websiteWhen booking the shipment, the consumer input that the freight was a class and weighed pounds*** *** was selected as the carrier to move the load
After
picking up the freight, Roadrunner performed an inspection of the freight that found the shipment to weigh pounds and that the correct freight class was 110, per NMFC 131670-(carrier’s inspection is attached here)The carrier has charged according to this new information and Freightquote, in turn, charged the consumer an additional $for the added weight and higher freight class
As a broker, we rely on consumers to provide accurate information about the freight they are transporting in order to provide the most accurate shipping quotesThis includes accurate weight, class, dimensions, and other pertinent informationAs advised in our terms and conditions, when the freight shipped does not match the information provided at setup, the quote originally given is void and any additional charges accrued to complete the delivery are the responsibility of the consumer
After delivery and billing, Freightquote received communication from the consumer that they would like to dispute the added weight and freight class changeWe advised that the standard documentation of an invoice or packing slip and pre-printed manufacturer specification would be needed in order to dispute the adjustment with the carrierThe consumer provided to us the appropriate invoice and a specification sheetThe specifications confirmed the carrier’s selected class and NMFC number were correct, so this portion of the adjustment is validUnfortunately, the specification did not include the weight of the item shipped so we are unable to verify if there was an error on the carrier’s weight inspectionShould the consumer wish to provide pre-printed specifications of the item that show the weight of the item shipped are different than the carrier’s inspection we would be happy to re-open the re-weigh portion of the dispute with the carrier

A review of the load in question, BOL [redacted], has been conducted. At the time this shipment was quoted and booked, we were advised by the consumer the dimensions of the freight were 48”x32”x32” (length, width, height). The carrier on the load, [redacted], performed an inspection of the...

freight while it was in their possession and found the dimensions to be 50”x40”x36”. This caused an added fee of $141.67 to the customer. Because the carrier provided an official inspection certificate verifying the dimensions of the freight (this document was previously provided to the consumer), the carrier would typically require the customer to provide pre-printed documentation detailing the exact dimensions of the packaged freight in order to dispute this charge. As we are sympathetic to the difficulties in acquiring this documentation on this specific load, we have issued a one-time internal credit to remove the additional fees to the consumer. This courtesy credit has been processed internally today and a refund to the consumer’s card should be processed by their credit card company within the next 3-5 business days.

We take credit card fraud and protecting credit card information very seriously.  An unauthorized user outside of our company obtained the consumer’s credit card information and is using that information to make purchases.  This is a compromised credit card issue on the consumer’s end, not...

our company committing fraud.  We do not store credit card numbers in our system.  All charges have been refunded and there isn’t any further action available for us to take at this time.  We had previously advised the customer to cancel the credit card to avoid it being used for unauthorized charges.  Doing so is the only way the consumer will prevent future charges.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:I have read the response and thank you for the refund. However they [redacted] is either lying or incompetent because I did not make a mistake. I did learn a lesson to take photographs and document before using any shipping company.Again Thank you for the refund and I appreciate your position of being stuck in the middle.  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I would like to know exactly who is using my credit card and why the company would allow someone (not me) to use my credit card.  The only place it had been used improperly is this company. I want the complete story. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is lie!They never filed a dispute - I DID!Regards,
[redacted]

These charges have been waived.

As previously stated, the dispute filed with [redacted] was initially declined and then subsequently approved, resulting in the removal of the charges. Should the customer need a copy of the credit card receipt showing his card was credited $100 we would be happy to provide this if the consumer contacts us directly.

Our records indicate that the shipment in question, BOL [redacted], was setup as an estimated transit of 2 business days with [redacted] to be picked up on 8/14. On 8/18 Freightquote was notified of pickup issues which we tried for several days to resolve with the pickup location and carrier. On...

8/26 we were advised by [redacted] the shipment had been canceled, so we refunded the customer's pre-paid shipping charges based upon this information.
Freightquote was not notified by any party involved that the shipment had in fact pickup up on 8/26 until the following week when it was marked as delivered by [redacted] and we received a bill from this carrier for their services. We verified through a signed BOL and a signed delivery receipt that the shipment picked up on 8/26 and delivered 9/4. Freight charges on shipments can only be reduced by carriers if a shipment is past its guaranteed delivery date or take more than 30 days to deliver on an estimated transit. This shipment met neither of those requirements, so full charges were and remain due.
As per our terms and conditions, Freightquote attempted to recoup the funds for the shipment by charging the customer's card which originally paid for the shipment. Because this payment was declined by the cardholder, we began collections efforts on the balance due. As we were unsuccessful in collecting the valid charges, the balance due was sent to a third party collections agency. This agency will continue to pursue the payment on the shipment since it was ultimately delivered within 7 business days and without any noted damage on the signed delivery receipt.

We have reviewed the shipment in question, [redacted], and found that a large reweigh was performed by the carrier on this load. The customer had advised at the time of setup the shipment weighed 125 lb, but the carrier, FedEx Freight, confirmed the weight as 420 lb while the freight was in their...

possession. As a result of this added weight, additional charges were incurred. We have not found any direct evidence that we advised weight was not important for the quote on this load, but do apologize for any miscommunication that may have happened regarding that subject. Accurate weight, along with many other factors, is always an important part of a quote for moving freight and we strive to stress the importance of this to our customers in order to avoid additional charges.
As a courtesy for any miscommunication that may have occurred at the time of this quote, we have waived all additional charges on the shipment and there is now a zero balance due on both this shipment and the customer's account.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate you taking the time to look into it.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: Again, there was not a discussion about extra charges the day of the shipment.  The driver requested that the skids be loaded this way because, by his claim, he was dispatched with the wrong type of truck despite the submitted information being correct and accurate.  This is a routine shipment and we have never had any issues previously and continue to have no issues outside of this one.  I am disappointed that Freightquote will not work with us.  We had good rapport with our sales representative, paid our bills on-time (including the original amount for this shipment), and had numerous shipments deliver without issue.  If I were at fault I would admit my mistake and pay; however, this is Holland's mistake.  
Regards,
Steve S[redacted]

We regret the consumer was not satisfied with our service. As it relates to the claim for lost freight, unfortunately sometimes shipments are lost or damaged in transit, however, for clarification Freightquote is not responsible or liable. The product is not in our possession or under our control at...

any time. Freightquote independently contacts with motor carriers who are liable based on applicable federal statutes. Upon booking a shipment, liability is typically discussed and a confirmation is sent to the customer providing the details of the shipment including the carrier name, information regarding carrier liability, and the applicable BOL.  In this particular case, the information regarding carrier liability stated that the carrier's maximum liability in the event of loss or damage is limited to their determination of "fair value", which in no case can exceed a maximum of $175.00 USD or $0.50 USD/lb. for new goods, or in no case can exceed a maximum of $35.00 USD or $0.10 USD/lb. for used goods.In the event of a damaged or lost shipment, Freightquote has a claims department who may assist customers in the claims process by filing damages/lost claims with the carrier on their behalf.  Freightquote assisted in this claims matter and the carrier ([redacted]) agreed to compensate the customer per the applicable per pound liability limitations. In accordance with the expressed liability, the amount offered to the customer was $732.84.  This included $175.00 for product (350 pounds x $0.50/lb = $175 max liability) and $557.84 for freight charges. The refund of freight charges would be applied to this shipment as they were never paid by the customer, which is why the customer would only receive the product amount.Due to the inconvenience of the matter and as a courtesy only, Freightquote will agree to the desired settlement of $500 for a product payment and removing/crediting the outstanding freight charges.  A representative will follow up with the customer accordingly.We now consider the complaint resolved and this matter closed.Thank you.

Our records indicate that a damage claim for shipment [redacted] was filed with Freightquote on 4/17/16. We originally filed this claim with the carrier on the load, [redacted]. However, through the course of communication with the receiver of the freight and our customer, it was revealed that...

third party insurance was intended to be added to this shipment when it was booked. This being the case, we added the originally requested insurance to the shipment and promptly withdrew the claim filed with the carrier so that the insurance claim could be filed instead. The insurance information and claim filing instructions have been provided to both our customer and the receiver of the freight. The third party insurance that was purchased will process the claim once it is submitted by either the customer or the receiver of the freight.

We have reviewed the issue in question on BOL [redacted] and found that the re-class performed by the carrier was incorrect. We would like to extend our apologies that the normal dispute process the consumer followed did not resolve the issue satisfactorily. The adjustment amount of $877.77 has been...

credited and there is now a zero balance due on the account.

Our records indicate the shipments in question, loads [redacted] and [redacted], were reclassified by the carrier YRC Freight due to no NMFC being listed on the BOL at the time of shipping. On 3/7 and 3/8 we were advised by the customer they wished to dispute the added charges that incurred from this...

reclass. In general it can take anywhere from 2-3 weeks to properly review and file a billing dispute such as these. As these disputes are less than 1 week old they had not yet been reviewed at the time of this complaint. Upon reviewing this complaint we have expedited the credits on these disputes, clearing the balances due on both loads.
In the future, we would encourage the customer to list [redacted] on the BOL when they book shipments which will move through YRC. This will help prevent the carrier from reclassing the freight and should reduce any bills which need to be disputed.

Our records indicate the shipment in question, BOL [redacted], was picked up on 9/6 by the carrier Southeastern Freight Lines. While the freight was in their possession, the carrier performed an inspection and reclassed the freight from a class 92.5 to a class 200.
On 10/18, we were notified by...

our customer that they wished to dispute this reclass. At that time we asked for documentation from the customer proving the commodity shipped. This documentation is required by the carrier that moved the freight, as they are the party that transported, inspected, and adjusted the freight and its billing. This documentation was provided to us in a timely manner and we filed the dispute with the carrier on 10/21. Carriers take varying lengths of time to review billing disputes such as this one, sometimes not reviewing for upwards of 90 days or more. This particular billing dispute has been filed with the carrier and we are currently awaiting a determination from the carrier.
Our records indicate we have communicated to the customer that the dispute is filed and is currently awaiting review by the carrier. We do not show any indication that we advised the customer this dispute was declined or that there would be an immediate removal of the charges once the requested documentation was provided.
As a courtesy we have expedited the removal of the charges internally in the hopes that the carrier will remove charges once they have reviewed the dispute. In the future we would encourage the customer to please reach out to their Disputes Representative or Sales Representative if they have concerns about the timeframe for an active billing dispute, as we are always happy to escalate issues internally when customers contact us with concerns.

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Complaint: [redacted]
I am rejecting this response because:I had no recourse to claim lost freight.  Freightquote was paid in full for the shipment with the additional 6000.00 insurance policy on 8/16/2015 before it was ever picked up. Freightquote then refunded the entire shipment amount on 8/26/2015 without any notice. Freightquote terminated the contract between us by refunding the shipping and insurance monies. This action prevented me from filing a insurance claim for lost freight and without it I had no other options but to deal with the freight carrier ([redacted]) in an attempt to find the lost shipment or be out of pocket 6000.00 for the shipment.  
Regards,
[redacted]