Freightquote.com Inc

We regret the customer was not satisfied with our services.  As clarification, Freightquote doesn’t sell insurance but as part of the shipment booking process may offer/recommend insurance, which is provided by a third party.  Insurance coverage is optional.  When insurance is...

purchased, the customer receives confirmation accordingly along with a link to the policy and the complete coverage details including the applicable deductible.   As it relates to the pending claim, unfortunately sometimes shipments are damaged in transit however Freightquote is not responsible or liable for those damages.  Freightquote provides a service which allows its customers to move shipments at lower negotiated rates established with carriers.  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.  Since the carriers are the parties who handle and move the freight they are the deciding party in how a claim is resolved based on the information provided in the claim.  Freightquote responds and disputes with carriers the outcomes that are passed down when necessary, but in the end Freightquote does not decide to pay or decline a claim as they are not liable for the damage/loss that occurred while in the carrier’s possession.  The timeframe referenced in which a carrier has to respond to a claim is based on the pertinent federal statutes. As information, the relevant statements contained in our terms and conditions are as follows:The Company may assist in the claim filing process. If the Company is involved, they will use commercially reasonable efforts to assist and cooperate with Customer to investigate and process with the carrier any freight loss or damage claims occurring in the course of the transportation services rendered to such Customer. The carrier liability and claims process for any cargo damage, loss, or theft from any cause shall be determined under the Carmack Amendment, 49 U.S.C. 14706 and 49 C.F.R. §370.1 et seq. respectively. Customer agrees the Company, as a broker only, is not liable for any damages, except as stated hereafter. To the extent Freightquote is found negligent, Freightquote’s liability is limited to no greater than a refund of the total freight charge payment related to the specific Bill of Lading in question.  The Company will not be responsible in any way for claims arising out of Customer negligence, carrier's negligence, or the negligence of any third party. All claims and supporting documentation must be submitted within 30 days after delivery. Claims for damages that are not readily apparent ("concealed damage") must be submitted within 3 days after delivery. We will continue to review this situation, and work with the carrier on the customer’s behalf in an attempt to expedite claim resolution.  As more information becomes available, we will contact the customer directly with updates.

[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:The shipment was picked up on 8/20/2015 as previously stated (see attached pic [redacted]) and was to be delivered on 8/26/2015. It was not delivered at that time , the grinder was LOST. It was found in Charlotte NC depot on 9/1/2015 based upon multiple inquiries with [redacted] and shipped to [redacted] on 9/4/2015. (see pic [redacted]) FreightQuotes cancellation of my order on 8/26/2015 prevented me from using the insurance I paid for when the freight was lost. Freightquote then created this tracking manifest on their website  (see pic [redacted].)  Freightquote should resolve any issues regarding this shipment with [redacted] as the information they have been provided is incorrect. I ask that Freightquote discontinue any attempt to collect shipping costs from me remove this from collections and no longer contact me. 
Regards,
[redacted]

Our records indicate the load in question, BOL [redacted], was setup on 2/25/16. At the time of setup, Freightquote inquired if the load was legal and if it required any type of specialized equipment. We were advised the load was legal and only required a standard 48 foot flatbed truck.
After...

this load was picked up by the carrier, Star Investment, at the shipping location in Houston, TX, the load was transported to Florida. Once in Florida, the driver was advised the freight was over-height and illegal to transport as loaded by the shipper. The driver received a fine for this (which neither Freightquote nor the consumer are responsible for paying) and was prohibited from moving the load any further on the present equipment.
Freightquote then researched options and prices to remedy the situation, eventually finding that the cheapest option was to load the freight onto equipment provided by a different carrier who could then legally complete the delivery to the receiving location in Miami, FL. We advised the consumer the total price for this, including transloading, permit, and linehaul fees, would be an additional $5,200.00.
As a broker, we rely on our consumers to provide accurate information about the freight they are transporting in order to provide the most accurate shipping quotes. This includes accurate dimensions of the freight and other pertinent information. As 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 of this shipment was completed, we discussed a split of the additional charges with the consumer. While Freightquote is not liable for any of the charges incurred, we do understand the amount may present a financial hardship for the consumer and do feel the original carrier on the load should have raised concerns about the height of the shipment while at the pickup location. While the consumer has advised us post-delivery that they will not pay the adjustments incurred, we have issued an internal credit of $2,600.00 to reduce the charges in half. Should the remaining balance of $2,600.00 billed to the consumer not be paid, we will proceed with standard collections actions.

[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.
Thank you for your help and quick response in handling this.
Regards,
J. G[redacted]

Our records indicate the shipment in question, number [redacted], was setup July 24, 2015, to be moved via the carrier Roadrunner Transportation. The shipment picked up from Orlando, FL and delivered to Sacramento, CA. The charge for this shipment, $300.42, was initially pre-paid via the customer's...

credit card. Freightquote was not notified of any damages to the shipment, and as a broker is not liable for any damages incurred during transit by the carrier selected to move the load. We are unable to confirm if a damage claim was filed with Roadrunner Transportation, which would be the correct party to submit the claim to.
On November 5, 2015, Freightquote received a chargeback from the customer's credit card company in the amount of $300.42. At this time we began collections efforts to recoup the agreed upon shipping charges, as the charges are due regardless of a customer's damage claim with a carrier.
On February 11, 2016 a settlement was reached with the customer, who paid $150 and in return we have waived the remaining balance as a courtesy. The account is now settled in full.

[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,
[redacted]

Check was sent 3/22/17 and should have been received by consumer. Thank you.

[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,
[redacted]

The link now provided by the consumer shows pre-printed weight as verified by the manufacturer of the product. This is sufficient evidence to supply the carrier for their dispute process. To expedite the process we have waived the customer's adjustment and there is now a zero balance due on the account.

As previously detailed, our records indicate a discussion between the customer and his Sales Representative at Freightquote occurred on the day this shipment picked up. The customer was advised additional charges would be billed for the added space occupied by the shipment. In addition to this specific conversation, section 3 of our Terms and Conditions states, “The Company reserves the right to amend or adjust the original quoted amount or re-invoice the Customer if the original quoted amount was based upon incorrect information received at the time of the original quote, if additional services by the carrier were required, or as otherwise necessary to perform the pickup, transportation and delivery functions therein.” A full copy of these Terms and Conditions can be found at https://www.freightquote.com/terms-and-conditions, and have been attached to this complaint.
All additional charges for this shipment are still valid and due.

Our records indicate the first shipment in question, BOL [redacted], was booked by the customer via Freightquote.com’s website. The carrier chosen to move the load was Roadrunner Transportation and the consumer selected a freight class of 70. Upon inspection, the carrier reclassed the freight to a...

class 200, charging an additional $1,459.44 for the higher classification. A billing dispute was entered by the consumer, however, the documentation initially provided to us was not sufficient to win a dispute with the carrier. The consumer has provided a copy of their contract directly with Roadrunner, which indicates they may ship anything with a freight class 85 – 92.5 at a class 70 if booked directly with the carrier. Freightquote cannot honor a contract of this nature that is between the consumer and the carrier directly.
However, we fully agree the class 200 currently being billed is incorrect. We have researched the item shipped and were able to locate specifications for the product which show the true class is 92.5. We will file a new billing dispute with the carrier to have charges reduced to this classification. To expedite this process for the customer, a credit of $1,175.18 has been issued on the shipment. This leaves a balance due of $284.26 which is due from the customer for the valid reclass to 92.5.
The second shipment in question, BOL [redacted], was also booked by the customer via our website. This shipment was setup to pick up from Cargo Solution Inc. in Chino, CA, and deliver to Advance Warehouse in Las Vegas, NV. Dependable Highway Express was selected as the carrier to move the load and the BOL was noted with tradeshow booth and show reference numbers. However, at the time of quoting and booking the shipment, tradeshow delivery services were not requested by the consumer so the added fees for these services were not quoted, nor did the quotes include the preferred carriers to use for tradeshow shipments. While the delivery warehouse was not the physical location of the tradeshow, the carrier’s tariff reads, “Shipments consigned to, originating from, or destined to a convention or exhibition center, the cartage agent handling the show or any other location where a trade show or convention is held, or at a warehouse where trade show shipments are held prior to or following a trade show, or consigned to/from a carriers facility which the shipment is marked for a show or exposition or booth.” Under this tariff rule (318), the shipment has valid tradeshow fees of $250 added. A detention charge of $152.63 was also assessed by the carrier because the delivery is signed for as beginning at 2:43pm and ending at 5:04pm. This is 1 hour and 45 minutes longer than the allotted 30 minutes for a delivery, validating these charges as well.
We do not show any payments made toward this shipment so the current outstanding balance is $518.22 ($115.59 quote, $250 tradeshow fees, and $152.63 detention fee). These charges are valid and remain due.

Hi, The shipping was paid for by us not the "Customer or Client". Regards, [redacted]

A credit of $454.66 has been issued to remove the additional charges on the original BOL, number [redacted]. This creates a zero balance due on the customer's account and will prevent any further collections efforts.

[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,
[redacted]

[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:
The original classification of the freight was correct for the contracted quoted price.  It was when it was reclassified at billing that it became a dispute.  Documentation was submitted two months ago with no followup by freightquote until a complaint was filed after they initiated collection action.  
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 the shipment in question, BOL [redacted] was booked externally by the consumer using our website on 4/29/16. The customer input the shipment information as 1 pallet, 63”x71”x58”, weighing 500 lbs, and selected a freight class of 50. Daylight Transportation was selected by the...

customer to move this shipment at a quoted price of $822.86. Upon examination, Daylight, reclassed this freight to a class 250.
Our website advises that, “Freight class is recommended for the most accurate rate. If you don’t know the class of the freight, please call customer service at [redacted].” Freightquote.com’s website does not have the ability to predict the correct freight class for a shipment, which is why we recommend calling in to find the correct classification to use if there is a question regarding class.
A review of the shipment has now been concluded and the freight class of 250 that the carrier assigned is correct. The item shipped was a “Pendulum Power Squat Machine,” which according to the NMFTA, falls into the category of “Exercising or Gymnasium Apparatus or Equipment,” NMFC 15220-3, class 250. Unfortunately, this change in class does change the price of the shipment as well, so the adjusted amount is valid and currently due.

[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,
[redacted]

Our records indicate the load in question was booked as an ocean transport to Puerto Rico. We apologize for any miscommunication regarding the mode of transport, but our records indicate this mode was communicated to the customer at the time of booking. While the shipment was in transit, the...

consumer advised us he would like to change the mode to air transport and he would pay the additional charges to make this change. Before this switch was confirmed with the carrier, the consumer then advised to return the freight to its point of origin instead. The carrier charged a reconsignment fee to have the freight moved back to the shipper’s location, and unfortunately we are unable to confirm if those additional charges were or were not communicated to the customer. As a courtesy, we have waived both these charges and the original charges on the shipment. The original amount paid by the consumer, $488.41, has been credited internally and the customer should see this amount credited back to their credit card within the standard 3-5 business days, according to their credit card company’s processing timelines.

We regret the extreme delay this shipment experienced. We had previously communicated to the customer that we were awaiting a refund from the carrier, Southeastern Freight Lines, for the shipping charges on...

this load and regret this did not occur more promptly for the customer. This refund has now been received and processed in our system. The consumer had their credit card company perform a chargeback on the shipping charges, which were refunded to the customer’s card on 7/27/17. We will not be contesting this chargeback with the customer's credit card company, leaving the credit in place. We apologize for any inconvenience this situation has caused the consumer, but the shipment now has a zero balance due and the consumer has full refund of all charges.

A review of the shipment in question, BOL [redacted], has revealed that a credit of $302.69 was due to the customer. This covers both the price match credit that was initially processed incorrectly and the reclass caused by an internal error. This credit of $302.69 was processed in our system on...

11/16/16 and the consumer should see the money back on the card that originally paid for the shipment within 3-5 business days of that date. We apologize for any inconvenience this has caused.