Pilot Air Freight, Inc.

This complaint has been investigated by our Director of Loss Prevention. On or around 12/03/15, we received the formal claim submission from [redacted] with no supporting invoice. On 12/03/15, we emailed the a Claim Acknowledgement to XXXXXXXX@[redacted].com advising the freight charges needed to be...

paid in full and we needed an original wholesale invoice (see attachment) in order to complete our claim file and allow us to review this claim for settlement. On 06/15/16, we received a retail invoice, but not the wholesale invoice. On 08/12/16, a second Claim Acknowledgment was emailed to XXXXXXXX@[redacted].com advising we only received the retail invoice and not the wholesale invoice showing his purchase price. Once the wholesale invoice is provided, Pilot will proceed with this claim. “Ms. P” was, at the time, fairly new to the position (this is not an excuse) and misspoke regarding the sales invoice. Action has been taken to correct this erroneous belief. The payment of shipping charges and provision of a wholesale invoice to satisfy a claim is standard industry practice.

I ordered a piano and paid for a 5 day delivery to to be delivered on 12/12/17. It is now 12/16 and not only has the piano not been delivered, Pilot Freight Services has no idea where the piano is even at. I have called them daily and each day they tell me that it likely is 'lost'. They further stated that in the event that it even can even be found, it will likely be weeks before I see it. This was intended to be a Christmas Present this is completely unacceptable. Desired Resolution: I would like the immediate location of my piano identified, an expedited delivery to my destination, a refund on my shipping costs, and an apology from the company. Lastly, I wouldn't mind a simple explanation on how one misplaces a piano. Thank you

Review: I paid for saturday delivery and the delivery company did not put the shipment on the truck. I then called the office and the rep on the call did not want to help us correct the mistake at 9 am in the morning. He told me they forgot to put it on the truck and was very rude and started yelling after we requested it still be delivered. They also said they only had two guys on sight and they couldnt help us get this delivered today. I am no please after waiting over 10 days for this mattress to be delivered very unpleased.Desired settlement: I do not wish to pay for delivery after this poor performance

business

response:

our vice president of domestic operations investigated this complaint and his findings are stated below:

Review: I have been using Pilot freight services exclusively for my specialty large freight (surfboards) for over 2 years. Most of our shipments work out fine...
Unfortunately, there is a significant number of issues with shipments. These issues have resulted in missing product, damaged product, unhappy customers, and lost customers. In each of these scenarios we had to ship secondary packages in hope that the insurance and claim process would cover us for the damage, cost of shipping, and return our damaged shipment.

In all ofthese scenarios this has yet to take place. Unfortunately we now have multiple cases where Pilot has denied our claims of insurance (without proper reasons why), denies any ability to escalate or advise outside of the claim process, still retains ownership of our damaged items, and still maintains ownership of our goods.

I would like to add in many of our damaged item cases the driver knew teh item was damaged by the look of the box and stil left the item with the reciever OR advised them to keep the item and address with us. In short, coaxing them into accepting liability. A very poor business practice.Desired Settlement: I would like the costs for shipments not performed refunded. I would like all items Pilot has in their possession returned. I would like all damaged items to be repaired or costs covered for repair.

Business
Response:
Our Director of Loss Prevention investigated this complaint. His analysis of the investigation is as follows:

Review: We've been using Pilot Freight for regular shipments between regular points. They quoted us on some of our last shipments one rate but ended up charging us almost double. It took a month or two to discover this as they were habitually late in sending bills. Some showing up 60 days after a shipment. They complained about late payment. We told them we can't pay if we don't get invoices. They said emailing wasn't an option. They said after the fact that they billed us more as were had been late paying our bills. We never agreed to the higher rate. As alternative shippers are available at around the rates they quoted us on freight shipments. We never would have used them if they had quoted us their higher rates.

They refused to lower the over charges. And now are sending us to collections. Desired Settlement: I would like them to drop the over charges as we paid what we had been paying for regular shipments on the disputed invoices and the quoted rates they gave us. I understand there might be slight variations in charges due to pallet size and weight differences. But double is unacceptable.

Business
Response:
Pilot Freight Services has been attempting to resolve these issues for quite some time as this account is significantly in arrears. Previous communications to **. [redacted] expressed our position that the invoices were correct but, on at least two occasions (2/25/2014 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 **. [redacted]. Based on this information, Pilot will not reduce the invoices to the amount requested by **. [redacted].

Consumer
Response:
[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]

Review: [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,

Business
Response:
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.

Review: An order was placed from [redacted].com on July 31st, processed and ready for shipment on August 1st. Pilot Air Freight was hired as the shipper to ship the item to my house. The item was a full size metal loft bed with the shipment box weighing in at 153 lbs. According to their website the information was sent to Pilot Air Freight on August 1st and no information was ever updated after that. Last information received about my order was "waiting for pickup" on August 1st. According to their website the package's estimated arrival date was August 8th differing from [redacted].com's estimated shipping date of August 13th. On August 8th after a week of no tracking updates I called Pilot Air Freight to inform them that I wanted to inquire about the whereabouts of my package as it looked as if it had never been picked up. The man that I spoke to called the depo in [redacted], NC (the destination city) and asked the dock workers to look for it. He then informed me that someone from that depo would call me back either that evening or the next day Friday, August 9th. When no call came by 4:00 p.m. on the following day I called them back to again inquire as to where the package was since no update had been made on their website. Again I was told someone would call me back on Monday afternoon. Monday came and went with no phone call. Again, called them back for them to finally admit they had no clue where the package was because apparently it had been picked up (maybe, they weren't even positive it had been picked up nor did they seem concerned) and never scanned in at any locations along the route. The package still hasn't arrived and now my item is apparently on back order (since I had to request another one to be sent) and not available at this moment. If this company had done the proper work and scanned my package I would have my item, now I do not know when I will get my item if ever thanks to their incompetence.Desired Settlement: I want more than promises of looking for my item. I want my original order found and delivered to my residence as they were hired to do and I do not want to wait any longer.

Business

Response:

Our investigation found that the shipper uploaded the shipment information into Pilot's system but had loaded the shipment on a different carrier. Pilot had to trace where the other carrier had transported the shipment and recover it from them. The shipment was delivered to the consignee on Friday, August 16, 2013.

Review: The company lost portion of my package that is 132 lbs and is 73" x 30" x 11" and they only try to refund me 66$ and 104$ for shipping. I paid 307$ for shipping the and the package cost me $1000. I bet they dont even look for my missing package. I called and they didn't even want to talk to me, just transfered me few times and told me to wait. I filed a claim Jan 18th and now its Match 28th and I still have nothing.Desired Settlement: I would like a refund for my total loss.

Business

Response:

[redacted] tendered his shipment to [redacted]. [redacted], in turn, contracted the transportation of the freight to Pilot.

Pilot processed the claim for the lost shipment when it was submitted by [redacted]. When it was determined that the freight could not be located, Pilot issued payment to [redacted] per the terms of liability between [redacted] and Pilot (as [redacted] is Pilot’s customer).

[redacted] should inquire after the status of his claim with [redacted] as that is the party he had contracted with.

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.

Review: On May 26, 2014 I purchase a [redacted] exercise system for dogs from [redacted] in Ottawa, Michigan that was shipped by Pilot Freight Company. I received a call from them that my item was in San Antonio, Texas, but they could not delivery because they did not have a driver to delivery it to me in Bandera, Texas and would not have one for the next several days, but if I wanted my shipment I could drive to San Antonio and pick it up, After several minutes I agree to drive to San Antonio ( over 100 miles) round trip. When we arrival at the pick up point there were several trucks in their parking lot and several men in their ware house. When we return home I contacted [redacted] and stated that I had to pickup my item and that I did not think that they should be paided for the job. Later I recived a e-mail from [redacted] that Pilot would issue them a refund of $77.82 that was to be sent to me in Bandera, Texas.
After several e-mail with [redacted] ([redacted] and Pilot (Anita B[redacted], Liz B[redacted]) their is no refund as of February 2, 2015, which is why I an filing this complaintDesired Settlement: A refund check in the amount of $77.8

Business
Response:
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.

Consumer
Response:
[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.]

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.

Review: [redacted] told me that they would deliver the product between 10AM and 7PM on Saturday 12/13/2014. I waited all day before I finally called them at 5:32PM to check the status. I was informed that some of the deliveries could not be completed today and so I was basically out of luck. I never even received a phone call to let me know the delivery would have to be postponed. I gave up a whole Saturday waiting for this company. I had to find someone to cover for me at work consequently losing a days worth of pay. I was told someone will be contacting me on Monday to reschedule. The customer representative was completely unsympathetic. I was counting on this item today for a birthday party we are throwing tomorrow.Desired Settlement: I would like an apology and the ability to schedule delivery for whatever day I am available next with a one hour time window. Not this 10AM to 7PM nonsense.

Business
Response:
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.

Consumer
Response:
[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.]

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,