Pilot Air Freight, Inc.

Pilot apologizes to the consignee that we were unable to meet her expectations of service. This matter was investigated by the manager at the destination station and his account (see below) appears to support that reasonable attempts were made to complete the delivery within the agreed time...

frames.“The first shipment  that was delivered to the consignee had concealed damage and it isn’t possible to tell when the damage occurred during transport.This replacement shipment was given to Pilot on June 28, 2016 and the customer went to Pilot’s on-line scheduling system and selected an appointment for 07/07/2016 from 1500-1900.  The driver arrived at the house at 1501 and stayed until 1539.  This is within the time window that was requested, but the consignee was not home.  Pilot cannot leave a shipment without a signature unless authorization is given by the shipper.On 07/07/2016 at 1610, the customer called and spoke to one of our customer service agents and rescheduled the appointment for 07/14/2016 between 1000-1400.  The shipment went out for delivery on 7/14/2016 but, at 1306, the consignee went on line and changed the appointment date and time to 7/18/2016.  This was one hour before we were outside of the delivery window.  Because the appointment change was made so close to the delivery attempt, the appointment change was missed and the delivery was put back into the scheduling folder to call the customer and reschedule the appointment.  We did not have any slots left for 07/18/2016 and the shipment did not get delivered on that date as the customer thought it was going to be.On 7/18/2016 at 1920 our Dispatch Manager spoke with the customer and rescheduled the shipment to be delivered on 7/21/2016 window of 1500-1900.  The delivery was completed that day at 1740.”

Pilot Freight Services apologizes for the inconvenience this damaged shipment has caused the consignee. As the delivery was refused because of the damage, the consignee must advise the vendor if a replacement or refund is desired – Pilot cannot legally make that direction for the consignee. Again,...

Pilot deeply regrets that we did not meet the expectations of all the interested parties.

[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]

Pilot stands by its position whereby the invoices being contested would be reduced to the quoted amounts if the alleged quotes are produced by the customer.  **. [redacted]'s continued refusal to comply with these requests has prompted us to initiate collection proceedings.

[redacted]@[redacted].com4:23 PM (17 hours ago)to me Hello,I am not sure where to send this to, but Pilot issued us a check for the difference between the two shipments.  You can close the case. If there is something else that I need to do, please let me know.[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] e-mail me on Feb. 4, 2015 @ 1:21 PM that they have sent a check for the amount of $77.82 to me.  If this is true then I accept this resolution, if not them I will contact you at that time.
Thank you for your help.
Have a good day.
[redacted]

Our Director of Loss Prevention investigated this complaint.  His analysis of the investigation is as follows:
The attached claims report clearly shows that most of their claims have been denied for one of two reasons... either they did not submit a formal claim within 180 days...

of the ship date (TIMELIMIT) or they did not report concealed damage to us within 3 business days of the delivery (CLRDRHD).  The last claim we paid for this account was on 3/24/14 (on line 15 of the claims report).  [redacted] submitted their formal claim for $800.00, which was the amount of Declared Value coverage they purchased for the shipment and they did not provide any invoice to support their claim amount.  When we inquired with [redacted] about the actual value of the board, we were advised the value was $699.30, which is what we paid on the claim.

Our Director of Loss Prevention investigated this issue. The findings are:
The customer contracted with and paid [redacted] to handle this shipment, not Pilot.  Therefore, they should be going through the claims process with [redacted].  Pilot merely acted as the carrier for...

[redacted] for this shipment.
The Pilot Claims dept. has advised [redacted]'s customer that they need to handle the claim directly with [redacted] and Pilot will handle this claim directly with [redacted].  Pilot cannot handle this claim directly with [redacted]'s customer because we do not know the contractual liability [redacted] had with their customer on this shipment.  
We entered this claim into our system on 01/11/16 and we emailed our formal claim form to [redacted] the same day.  Unfortunately, our original email was sent to an incorrect email address ([redacted].com).  We re-sent our claim form to the correct email address ([redacted].com) on 02/18/16.  We received [redacted]'s formal claim submission on 2/22/16.

The service was contracted by [redacted] to Pilot. [redacted] tendered the shipment to Pilot as used equipment equipment on economy service which our terms and conditions entail limited liability. As stated previously, the delivery receipt was signed with no notation of visible damage. Therefore, it cannot be determined if the damage occurred while in Pilot's possession. Additionally, shrink wrapping is not adequate packaging to properly protect the equipment from the rigors of economy ground transportation.The claim was denied to Pilot's contracting (billable) party per the terms of carriage. We are not aware of what was discussed or agreed to between the shipper and [redacted]. We recommend that the shipper pursue his claim with [redacted].

Pilot Freight Services delivered an item to my home today in Jacksonville, FL. It was not the correct item. The item was ordered through Walmart.com. It has been a nightmare trying to get someone from Pilot Freight to come back out to my house to pick up this item. They are telling me it will be 3-5 days before they can get out here and that it horrible customer service. I waited more than 30 days for them to deliver the item and now have to wait a week for them to pick it up. This is not right.

[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 fact is they increased our rate without notice.  They gave us quotes for less, but charged much more.  WE DID NOT APPROVE OF THESE RATES.  WE WOULD NOT HAVE USED PILOT IF WE HAD BEEN TOLD OUR RATES HAD INCREASED! They then took 30 to 60 days to send those invoices.  The initial bill was paid late as Pilot was sending them to a former employee who hadn't worked here for over a year [redacted]. She had not been working with [redacted].   That problem had been figured out.  And the remaining invoices had been paid timely.  We will not pay as this company has been the most unprofessional we've dealt with.  Who dramatically increases someone's bill after quoting them a rate?  I will forward the quote once our production manager has arrived.  I will also be posting this to as many forums, [redacted], blogs and custom websites like [redacted] as necessary. I will forward our initail quote and bill to the Idaho Attorney General.  I'm sure it's illegal to charge a higher rate than quoted.  I'm sure it's illegal to increase someones rate without notifying them or them approving of said changed rate. 
Regards,
[redacted]

On 7/10/17, an appointment was scheduled for 7/13/17 for delivery between 1PM and 5PM. The consignee was advised of the appointment.

Our Vice President of Domestic Operations investigated this complaint and his findings are stated below:
"The customer is correct in stating that he was surcharged for a Saturday delivery, which is a premium service offered by Pilot but not part of the standard contract with **...

[redacted].  There was in fact a dispatch error on the part of our New York, NY (JFK) station, in that this cargo wasn't loaded onto the delivery vehicle for the delivery required on 9/20/14. 
We made special arrangements to have the mattress delivered to the customer on Monday 9/22, after hours when the consignee was available to receive it, and the shipment delivered on 9/22/14 @ 6:15 PM.  Pilot did not bill [redacted] for the Saturday delivery premium service as it was not performed.  If [redacted] has been billed by [redacted] for the Saturday delivery, we are not aware of this.  As we did not bill [redacted] directly for any services, any refund of charges would need to be addressed to [redacted] directly.   
Pilot did take the extra effort to accommodate [redacted] with a delivery appointment the following Monday after our normal delivery hours as a result of this mishap. No additional charges were billed by Pilot to [redacted] for the Saturday delivery service.  We have reviewed the issue with our [redacted] station and have assurances that the dispatch issue which caused this error will not be repeated."

We apologize that our agent could not effect Mr. [redacted]' delivery within a satisfactory time frame. Our originating station reduced the charges to the shipper, by whom Pilot was contracted, to reflect the incomplete service. Any refund promised to Mr. [redacted] by the vendor must be obtained...

from the vendor.

An email with an attached letter of apology was sent to [redacted] from the owner of the Pilot Miami station. Pilot deeply regrets the lack of communication [redacted] was provided regarding the delivery status of his shipment. This delivery has been rescheduled and every effort will be made to...

ensure it arrives within the agreed time frame.

Pilot Freight Services apologizes for this billing problem. According to the International Operations Supervisor at the station involved, the customer requested a change in routing to reduce the overall transit time after the original quote was accepted and the shipment tendered to Pilot. This...

change greatly affected the drayage charges of the shipment and we failed to re-quote the shipment immediately to account for this revision.The customer contested the final charges in May of this year. At that time, a $150 credit was offered but we did not receive a response if this was accepted. The Pilot District Manager has been in contact with the customer and a credit will be issued for $630 (the revised invoice is less than our cost to perform the service). We trust that this concession is acceptable to the customer.

[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]

Pilot Freight Services sincerely apologizes for our failure to effect this delivery as scheduled and the inconvenience it has caused. The driver who had this shipment was contacted by our National Customer Service to expedite the delivery. Unfortunately, the heavy vehicle traffic and high delivery...

volume associated with this time of the year prevented him from delivering by the scheduled time of 1300. The product was delivered and accepted at 1531 12/23/15. Again, Pilot apologizes for the stress and inconvenience our performance has caused.

Pilot stands by...

its original position:• Freight must be packaged to withstand the rigors of transportation. The product should have been packaged to protect it from all sides during handling or shifting during transport. Wooden crating or heavy-walled corrugated cartons with bubble-wrap or packing peanuts are more suitable packing options than shrink-wrap.• The shipper was advised that the packaging was insufficient and cargo insurance would not be approved nor extended because of it. • The damage claim for shipment [redacted] was paid according to Pilot’s policies. • Pilot cannot entertain the request for restitution for shipments [redacted], [redacted], and [redacted] without documentation being formally submitted to our Claims department for review and processing.

Pilot Freight Services apologizes for the delay which prompted Mr. [redacted] to cancel his order with [redacted]. However, Mr. [redacted] had paid [redacted] to ship his order and, therefore, he must request [redacted] to refund his shipping charges.