Old Dominion Freight Line

I have used ODFL for several years. Despite being a loyal customer, ODFL routinely tried to upbill me on one out of three shipments, claiming the PRO, BOL, Quote or some other number was not provided on the BOL. 9 times out of 10, this was false and used as an excuse for ODFL to commit fraud and try to upbill my original prepaid shipment. Enough is enough. I am done using ODFL f-o-r-e-v-e-r, as their constant fraud is an abuse of their customers and their trust.

The reason it was $was because at that time we had pricing in place for the shipper therefore we gave him that same pricing as a courtesyWhen the other shipment moved, there was no pricing in place as it had been cancelled

Our claimant on file for this particular shipment is Premier Performance, the consignor; not Mr [redacted] , the consignee Our company would not know the terms of sale and/or what has transpired between these two parties since the finding of the ‘delivery issue’ Hence, we can only conclude the consignee has paid for the bumper to have any legal right to file a Revdex.com complaint We have no evidence of that assumption If the consignee has paid for the bumper, they would need to complete a claim form and submit a copy of a paid invoice in order for Old Dominion to discuss the claim file with them We have attached a claim formWe will share that from the photos supplied to our company, the exterior packaging (see second attachment) does not appear to correspond in the same area as the bumper damage; see the damage to the bumper below outside the exterior packaging Some of the flaking on this bracket inside the box could not have occurred while in transit As a carrier, we are not liable for blemishes or defects found within the packaging There must be evidence of our negligence In other words, if the content is damaged without corresponding package damage, we would not know how the content would suffer damage while packaged Our company does not package freight, we received it packaged from the consignor We denied this claim to our claimant for this reason

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and this will be evaluated by the upper management

without getting the pro number for all of the shipments he mentions, it is hard to researchHowever, there is a big difference in our rates in and out of the NE as we have a lot more freight going in then coming out so it will cost moreAlso, on the invoice that they paid the $there was no description provided therefore, per our rules tariff, it was rated at class It also had a reweigh on it as the weight provided on the bill of lading was less then what it actually weighedI am not sure of what the customer is wanting so is he looking at a reduction of the $or what? If I had other pros to look at where he was the payer, it would help his cause as I may be able to help him out

In response to this claim, the shipment is rated correctly as the product shipped (wine) was class Also, without looking at the invoice he claims he got for $it is hard for me to offer a refund as per his requestFreight coming southbound out of the Northeast is much more expensive then freight going into that area as we are imbalanced and run more freight out then we do in which is why we have a higher cost per hundred weightIf we had pricing with the shipper we could have provided that to the claimant but we didn’t so therefore he was given our courtesy discount of 68% off of our current rate baseIf he can provide me with the $invoice I will be happy to continue looking into this claimI apologize that no one has gotten back to him as it appears folks that were involved, thought the other person was handling this, as it should have been done by the local service center

Initial Business Response / [redacted] (1000, 5, 2016/09/29) */ Please note that we have spoken with Mr [redacted] to make sure that delivery was made and it is our understanding that his complaint has been resolvedThank you very much and please let us know if you need anything elseBest regards

Attached is a document that was sent to [redacted] that outlines our liability and clearly outlines the $5.00/lbRegards,

Initial Business Response / [redacted] (1000, 6, 2016/08/24) */ We need for you to file a cargo claim, as one has not been filed as of yetYou can get it from the link below: http://www.odfl.com/fillprintforms/ClaimForm.pdf Also, please reference OD pro [redacted] Regards, Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already filled out a claims form and I received an email stating that the form was forwarded to whom ever is going to deal with it Final Business Response / [redacted] (4000, 10, 2016/08/26) */ Yes, we received your claim on the 23rd of August - which is the same day that you filed this complaintWe will allow the claim to be handled in accordance with the cargo claim laws Final Consumer Response / [redacted] (2000, 13, 2016/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because: I am attaching copy of the Northbound invoice Old Dominion wanted to see, showing a price of $

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it

Initial Business Response / [redacted] (1000, 8, 2016/02/29) */ Please let Mr [redacted] know that we will revise his claim to $and pay the same Thanks, Geoff Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business resolved this to my complete satisfaction, and was very speedy about doing soThanks Old Dominion

My claims depthas reached out to the customer and asked for the photo’s of the damaged items that would substantiate the customers damage claimHis original request did not include the necessary photo’s Once we receive, we would happily accept an amended claim based on the terms listed in the original BOL contract that the customer had signed

I am rejecting this response because:OH, wowIs that really the explanation? This is not a lesson on OLD dominion's pricing for someone that was expecting to be a customerThis is about CUSTOMER SERVICEI am an importer and distributor of wine, and was referred by the folks at [redacted] ***, to Old Dominion as the Gold Standard in customer service, as they claim in their website so proudlyYet, I get an explanation about pricing and courtesy discounts, that are simply NOT trueHere is a summary:I am a new customer that tries to set up an account with ODOD rep, does not call back, and after several attempts, no follow up is givenI need to make shipment, so ask [redacted] ***to issue Northbound shipment, just as THEY did for the Southbound that cost $So, how can they provide a courtesy pricing to us, if it was their existing customer, [redacted] that issued the shipment in the first place? Why or what was cancelled, escapes me, or even whoI did not cancel anythingThe only option I had, is when finally the shipment arrived, I was forced to pay the price I was givenFor which I did not get an invoice to prove what I had paidI then paid another $to ship the product further down to College parkWhat about the days of interchange with Vinny in Sept? And the promise to follow up after the deposition I had to go through? What about the follow up I made with Jennifer Todd providing her with another detailed summary, and the follow up that never happened from her after that? Is that the Gold Standard in customer service? If I am not a customer, not by choice, but forced by OD, how am I supposed to know how pricing is calculated in Shipping? Is it not reasonable to believe, that by doing everything the same way, by ordering the same shipment by the same customer to the exact same address, would produce a price that at least would be similar to the first one?If this is not reasonable, and OD plans to stand by their position, I just hope that this claim will be available to others to read, so they do not fall into the same trap, that we did

I am rejecting this response because: Prior to delivery I had no damage to my garage doorThe driver should have not delivered the item without me being present

The Carmack Amendment, which regulates all carrier cargo claims, allows for all carriers to limit their liability - OD does this by limiting ours to $5.00/lb Furthermore, all carriers are legal liable to deliver freight to the consignee as part of the bill of lading contract It would be most helpful to know the pro number (tracking number) of the freight in question Regards, Geoff S [redacted]

After reviewing this even further the reason for the reduced rate of $was that the shipper got a rate quote using our pricing while the shipment that originated in NY moving south bound did notI will have the pro heading southbound adjusted to the correct rate of $(after applying our pricing) so they will be receiving a refund in the next few weeks for the difference between what was paid and the new amountOnce again I apologize that this has gotten to this point and have contacted both parties you mentioned about their lack of follow upSincerely, David NH***

My claims dept. has reached out to the customer and asked for the photo’s of the damaged items that would substantiate the customers damage claim. His original request did not include the necessary photo’s.  Once we receive, we would happily accept an amended claim based on the terms...

listed in the original BOL contract that the customer had signed.

Good afternoon Mr. [redacted],   We have received this letter and have contacted the customer to work out a solution. I have discussed their grievances and supplied a claims form for this customer that includes the instructions on how to file to submit the claim for damage in accordance with their...

signed contract.     Please confirm the receipt of this email and let me know if anything further is needed to close this dispute.   Sincerely,     David [redacted] Manager - Household Services Helping the World Keep Promises.® Customer Service: ###-###-#### Office: ###-###-#### Mobile: ###-###-#### Fax: ###-###-#### Email: [redacted] Old Dominion Freight Line, Inc. [redacted]