Freightquote.com Inc

[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.
Regards,
Cynthia D[redacted]

Our records indicate we were initially unable to refund the customer's payment on the cancelled shipment due to an unpaid adjustment on another shipment, BOL [redacted]. After reviewing the adjustment, we have now issued a credit to the customer as a courtesy to clear the balance. A refund for the...

cancelled shipment has now been processed and customer should see the refund back on their card within 3-5 business days.

[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: That is not true.  We were not made aware of the extra charges.  If we knew we would be charged extra then we would not have shipped these out on Holland.  These were stackable gaylords that were originally stacked in the truck until the driver told us to unstack them because he was dispatched with the wrong type of truck, despite everything on the original paperwork being correct.  I don't understand how I am liable for these charges when, according to the driver, this was a mistake by the carrier.  We have shipped these same gaylords numerous times stacked in trailers, including on Holland, without issue.  I provided pictures of them stacked in Holland's trailer and in our warehouse.  If I placed the gaylords unstacked in the trailer without the consent of the driver, I would understand and accept the extra charges.  But in this instance the driver told us to unstack the gaylords because of the type of truck he drove.  How am I responsible for the type of truck that Holland dispatches when all of the information I provided was correct?
Regards,
Steve S[redacted]

Unfortunately, the shipment in question is not eligible to have freight charges removed. The insurance purchased on the load covers damages and/or permanent loss, neither of which occurred on this shipment, so a claim cannot be filed for losses that did not occur. Because the freight was recovered by the carrier and delivered in good order, there is no recourse to have the charges removed.

The shipment was arranged by Freightquote and the insurance is through a third party. The certificate form provided does not require a signature, unless requested, and the signature doesn’t impact coverage being in place. The certificate form was generated upon request, which is why the date is later. The request for insurance was made prior to the shipment, which is what the insurance company goes off of, but based on monthly reporting hadn’t yet been sent over to the insurance company. It has been reported and the claim has been made with the insurance company who is now handling it.

Upon review of this shipment, it has been determined the classification initially used was an error by Freightquote. The documents provided by the customer confirm this and an internal credit of $66.29 has now been issued to remove the adjustment to the customer.
We apologize for the...

inconvenience and the fact this was not corrected sooner. The shipment and the account as a whole now have a zero balance due.

Our records indicate the shipment in question, BOL [redacted], was billed incorrectly. The additional $400 required by the carrier to complete the load should not have been billed to the consumer, as the charges were incurred due to an internal error at Freightquote. The charges have been waived and...

there is now a zero balance due on the shipment. We apologize for any inconvenience this may have caused.

A complete review of the shipment in question, BOL [redacted], has been conducted. Our investigations have found the detention charges totaling $550 should not have been billed to the customer on this load. An internal credit has been issued to remove the charges and a full refund of the $425 paid...

by the consumer will be processed. The address we have on file for the customer does not match the address listed in this complaint so we will be contacting the customer directly to verify where a refund check can be sent. We apologize for the inconveniences this has caused but will refund the customer as quickly as possible.

Upon review of the customer’s information, we have waived all additional charges on the shipment in question, Load [redacted]. Our records indicate the customer was contacted only once because the information used to setup the account was conflicting/inaccurate. We apologize for any inconvenience...

the customer has experienced and we have reported this issue to our fraud department for further investigation and to prevent the issue from happening in the future.

Revdex.com:Yes as long as the amount has been credited and I will no longer be contacted or billed for this shipment I am ok with the actions taken. I am sorry it had to come to filling a complaint but I really didn't think I was at fault
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]

Our records indicate that BOL [redacted] in question was originally booked as 1 pallet containing machinery which weighed 575 lb and was to be delivered to zip code 97230 by Roadrunner Transportation. The pickup location gave this carrier a different BOL than the one prepared by Freightquote. This...

BOL indicated the shipment weighed 598 lb and was to be delivered to zip code 98629. Based on this information the freight was billed at the new higher weight (causing an adjustment of $29.10), billed to the new zip code that it delivered to (causing an adjustment of $319.62), and billed for a paperwork change due to the BOL change (causing an adjustment of $35 which is standard per our terms and conditions).
In addition to the weight and zip code discrepancies, there was also a reclass on this shipment. Freigthquote incorrectly setup the class on this shipment as class 100. The carrier corrected the class to 110 and adjusted the shipment by $55.84. This amount has now been credited internally and is not due from the customer.
BOL [redacted] in question had a reclass issue similar to the one above which caused an adjustment of $212.77 to the customer. This amount has also been credited internally and is no longer due.
The remaining adjustments outlined above for BOL [redacted] are still due from the customer for a total of $383.72 to clear the balance due.

Our records indicate the shipment in question, Load [redacted], was shipped in April and moved with the carrier [redacted]. On May 5, we received a bill from [redacted] that indicated the freight shipped had been inspected and found to be larger than booked. This increase in size resulted in...

additional charges, which we then notified the customer of. We apologize if this communication was not received. Unfortunately, we do not show records of any formal dispute being entered with our company regarding this additional charge, but as a courtesy we have now waived the additional $97.30 for the customer. There is now a zero balance due on the account.

We are sympathetic to the fact the adjustment assessed by the carrier is large and previously attempted to alleviate some of this financial burden. Settlement offers were proposed to the customer via a Sales Manager and a Sales Director at Freightquote. These settlements were rejected by the consumer, which is why all additional charges are currently due.

Our records indicate the shipment in question, BOL [redacted], was originally billed to the incorrect party by YRC Freight. The paperwork given to YRC at pickup was not the proper Freightquote paperwork, but instead a Bill of Lading that did not indicate Freightquote was the billing party on the...

shipment. We were not notified of this issue until August, at which point we promptly corrected the billing party on the shipment. At this time we were billed by YRC for both the quoted amount of the shipment and the adjustments mentioned by the consumer.
In August we filed a dispute with the carrier to have the adjustments removed, but this request was declined. We have disputed this denial and are currently waiting on YRC to respond to this second dispute filed with them.
For all inconveniences experienced with this shipment, an internal credit has now been expedited to the customer. The additional amount of $214.54 has been waived and there is now a zero balance due on the account.

There appears to have been miscommunication between Freightquote and the seller/shipper, and an account was opened under the name [redacted] with the buyer's information attached. This account has been inactivated and the $125.00 fee for the shipment has been waived. No further collections calls...

will be placed and the account opened in error will remain inactive to prevent any further issues. We apologize for any inconvenience this has caused the receiver.

After researching the issue it appears we did not perform a thorough review of the customer's shipment needs when quoting this shipment. Unfortunately, we missed several key points that impacted the rate and should not impact the customer. I have removed the additional charges as they should have...

been a part of our original quote. The customer now has a zero balance and will receive no further billing calls. Thanks.

Our records indicate shipment [redacted] was booked through Freightquote.com to be picked up and delivered by the carrier Dependable Highway Express. This carrier quoted an estimated transit of 1 business day. Unfortunately, when carriers quote estimated transits the transit times are not...

guaranteed, and thus carriers do not provide any monetary compensation for transit delays that may occur. As a courtesy for the issues described by the customer, a credit has now been issued so the full freight charges of $369.75 have been waived and are no longer due.
In regard to the missing pallet described, unfortunately we do not show any records of this being reported to Freightquote. Should a claim need to be filed on this missing pallet, please contact Dependable Highway Express directly at either ###-###-####, or visit their website to fill out a claims form at [redacted].

Our records indicate that load [redacted] did have a credit of $112.27 issued as described by the customer. Unfortunately the information provided to the customer regarding the price of $412.00 on this load was incorrect and we are unable to confirm how the carrier computed this amount. As a...

courtesy for the trouble the customer had on the load we have issued an internal credit to bring the total cost down to $412.00. A total refund of $335.83 has been processed and the consumer should see this amount back on their credit card within 3-5 business days (this amount is the difference between the adjusted $747.83 and $412.00). In the future, we would encourage the customer to reach out to Freightquote directly for any billing concerns instead of the carrier, as we are the party that billed the consumer.
Our records for load [redacted] indicate we were never notified by the consumer that there was an issue. We show the carrier billed for a reclass from 150 to 250, which we in turn billed the customer for. Upon review of this reclass, we do not show any indication the load was setup incorrectly by the consumer and have issued an internal credit of $120.42 to remove the additional charges on this load.
We are unable to completely delete consumer accounts, as shipments have occurred and records of these activities do need to be kept. However, at the customer’s request we have inactivated the account and the aforementioned credits have created a zero balance due.

Our records indicate that Freightquote ceased communication with the company in question as directed. Unfortunately an automated email was sent to the company in regard to a separate location that was on file. This duplicate account as been shut down and communication will now cease again.

[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.
Regards,
Nicholas Z[redacted]