Pilot Air Freight, Inc.

Pilot received notification from the shipper at *** 8/11/that the shipment was ready for pick upAn expedited delivery service for this shipment was not contracted with PilotThe service level that was contracted allows up to business days to effect delivery after the pickup date (i.e
8/18/17)The consignee was contacted on 8/15/to schedule a delivery appointment, which was set for 8/18/between and The shipment is currently out for delivery and appears it will satisfy the terms of service

Pilot Freight Services sincerely apologizes to the consignee for failing to deliver this product as originally scheduledThe errant shipment was recovered and a delivery appointment was scheduled with the consignee for 12/20/

Pilot Freight Services sincerely apologizes for the delays this consignee has experienced in receiving this orderPilot's Director of National Customer Service has addressed the issue with the customer service agent and also personally contacted the consignee to follow upOnce the product was
received, every effort was made to get the shipment to its final destination as quickly as possibleThis included using an expedited truck to deliver directly to the consignee (a three-hour drive from the destination station)This shipment was delivered and accepted at 10:AM today, December 18, Again, Pilot apologizes for the inconvenience this delay may have caused the consignee

There is the original complaint (***) and also a comment attached to the complaint that were receivedHowever, the descriptions of the product, problem, and the desired outcomes differ greatly between the twoPlease clarify the issue so we can perform a proper investigation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Failure to deliver the item in working order
Regards,
*** ***

Pilot Freight Services apologizes to the consignee for failing to deliver the shipment as scheduled and the inconvenience it has causedWe had initiated a shipment trace and contacted all our stations and agents, nationwide, to conduct a dock check in an effort to locate the productWe hope the
consignee understands that, due to the dramatic increase in shipment volume at this time of year, identifying where the shipment is can take longer than usualHowever, Pilot advised the vendor of the situation and requested that a replacement be sent out while our search for the original product continuedA representative from our Customer Service Department left a message with the consignee on 12/4/15, advising the current situation and what actions we had taken. On 12/5/15, Pilot was advised by the vendor that the consignee cancelled the order and was provided a refundAt on 12/7/15, the shipment was located and will be returned to the vendor

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I would like to say thank you to MrMike H*** He took my issue and solved it in a professional/timely matter I hope he will also pass on this experience to his customer service representatives so that they can improve on their professionalism when handling complaints from a dissatisfied customer

Pilot Freight Services has been attempting to resolve these issues for quite some time as this account is significantly in arrears Previous communications to *** expressed our position that the invoices were correct but, on at least two occasions (2/25/and 3/4/2014), we had offered
to reduce the charges if documentation could be provided that showed the prices said to be quoted No such documentation has been provided by *** Based on this information, Pilot will not reduce the invoices to the amount requested by ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Our Director of Loss Prevention investigated this issueThe findings are:The customer contracted with and paid *** to handle this shipment, not Pilot Therefore, they should be going through the claims process with *** Pilot merely acted as the carrier for *** for this
shipment.The Pilot Claims depthas advised ***'s customer that they need to handle the claim directly with *** and Pilot will handle this claim directly with *** Pilot cannot handle this claim directly with ***'s customer because we do not know the contractual liability *** had with their customer on this shipment We entered this claim into our system on 01/11/and we emailed our formal claim form to *** the same day Unfortunately, our original email was sent to an incorrect email address (***@***.com) We re-sent our claim form to the correct email address (***@***.com) on 02/18/ We received ***'s formal claim submission on 2/22/

My order was supposed to be delivered between 9 am and 9 pm yesterday (1 had to sit home for 12 hours waiting). And I was supposed to be called to verify delivery and narrow the delivery times. Neither happened. I finally contacted the carrier at 9:01 pm and they could not locate the package other than to say it was out for delivery (for the last 14 hours) by yet another (obscure?) freight company who they subcontracted with. And to add insult to injury, the TV sat on some shipping dock in Portland for almost a week. Avoid this company!

Pilot Freight Services sincerely apologizes to Mr. Besch for the poor level of service he received for this delivery. We are addressing this failure with the delivery agent utilized for this shipment and all personnel involved.Regarding the removal of the old mattress – this is a service that is not...

part of the scope of supply to U.S. Mattress. Pilot was not notified by U.S. Mattress that the old mattress was to be removed.Pilot Freight Services is contracted by U.S. Mattress to perform delivery services for their product. Any requests by the consignee for refunds or reimbursements must be submitted to U.S. Mattress.

I ordered a package from Sam's club on November 11th. Sam's released the product to pilot on November 17th. Today is December 2nd and I have not received my package yet. I have called pilot numerous times and all I get is the run around. Their customer service is beyond awful!! The young lady I spoke to yesterday refused to connect me to a manager and then told me that if I didn't stop complaining she would disconnect the call. Then she put me on hold to get me a manager then hung up on me. This place should not be trusted with anyone's packages! Their customer service is beyond lacking! Someone needs to teach their employees the importance of good customer service!!

To address the additional queries:• The email was generated automatically when the shipment status was updated at 9:45 AM on 6/17/16. The status change was made in error.• Our shipment records show that the consignee contacted the destination station at approximately 10:49 AM 6/17/16. The consignee was advised that the shipment had not yet arrived at the destination station and, at that time, a delivery appointment was set up for 6/20/16 between 10 AM and 5 PM.• The consignee contacted the station on the morning of 6/20/16 and it was confirmed that the shipment was out for delivery. The delivery driver also called the consignee approximately 30 minutes prior to arriving at the consignee’s address.• The product had arrived damaged at the destination station. However, per industry standards, Pilot does not have the authority to suspend the service. The consignee is the party authorized to refuse or accept the product. The shipment was refused by the consignee at approximately 1:03 PM 6/20/16.Again, Pilot apologizes that our service did not meet the consignee’s expectations.

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Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me but there is nothing else I can do about it at this point, so I would like this closed. The business could have worked harder to have it delivered on July 10th, which was promised to me by the shipper. I have packages from California that are shipped ground via [redacted] and [redacted] that get here sooner than this freight did.
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:
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:
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]
I would like to say thank you to Mr. Mike H[redacted].  He took my issue and solved it in a professional/timely matter.  I hope he will also pass on this experience to his customer service representatives so that they can improve on their professionalism when handling complaints from a dissatisfied customer.

An investigation into this complaint has been initiated. A formal response will be submitted when the investigation is complete.

[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 Answered]
 Complaint: [redacted]
I am rejecting this response because: We provided a good packaging for this item as we do for all our systems especially one that sold for $7000, system didn't shift as it was strapped in 2 places, instead your employees are incompetent, the people that work for you backed the forklift into it. There is no packaging that would sustain a hit from a heavy forklift. Again you accepted your fault by paying out on the claim we filed, anymore packaging used would have been useless against a forklift. We are providing you with an opportunity to make things right with a company that provided you a lot of business, and in return we get 4 damaged items, and nothing but financial issues because of your poor business practices.We are asking for a total of $5000 for all issues caused by your company and we will not go any further with complaints.As I stated earlier I will file complaints with Consumer Affairs, Attorney General and pursue all other avenues to let as many people know as possible about your business practices.
Regards,
[redacted]

This claim was reviewed by our Director of Claims and Loss Prevention. The claim was denied by Pilot to our contracting party ([redacted]) on the basis that the shipment consisted of used goods and Pilot limits our liability on used goods to cover non-delivery or visible damage only.  Since...

the consignee did not notate any damage on the delivery receipt, it cannot be determined if the damage occurred while the product was in our possession.  This shipment was also not adequately packaged to withstand the normal rigors involved in economy ground transportation since the machines were placed on pallets and wrapped in black-shrink wrap only.The denial of this claim complies with the conditions of contract between Pilot and [redacted]. We are not aware of what terms or conditions were agreed between [redacted] and the shipper. The shipper’s recourse should be to pursue the claim with [redacted].