Pilot Air Freight

Pilot Freight Services apologizes for the inconvenience this damaged shipment has caused the consigneeAs 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 consigneeAgain, Pilot deeply regrets that we did not meet the expectations of all the interested parties

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

[redacted] @***.com4:PM (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 caseIf 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 Feb4, @ 1:PM that they have sent a check for the amount of $to me If this is true then I accept this resolution, if not them I will contact you at that timeThank you for your helpHave 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 reasonseither they did not submit a formal claim within days of the ship date (TIMELIMIT) or they did not report concealed damage to us within business days of the delivery (CLRDRHD) The last claim we paid for this account was on 3/24/(on line 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

This claim was reviewed by our Director of Claims and Loss PreventionThe 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 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 shipperThe shipper’s recourse should be to pursue the claim with [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 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 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-days before they can get out here and that it horrible customer service I waited more than days for them to deliver the item and now have to wait a week for them to pick it up This is not right

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 ***'s continued refusal to comply with these requests has prompted us to initiate collection proceedings

[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 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 to 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 *** 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, ***, blogs and custom websites like [redacted] as necessaryI 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] ***

An email with an attached letter of apology was sent to [redacted] from the owner of the Pilot Miami stationPilot deeply regrets the lack of communication [redacted] was provided regarding the delivery status of his shipmentThis delivery has been rescheduled and every effort will be made to ensure it arrives within the agreed time frame

Pilot stands by its original • Freight must be packaged to withstand the rigors of transportationThe product should have been packaged to protect it from all sides during handling or shifting during transportWooden 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

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

On 7/10/17, an appointment was scheduled for 7/13/for delivery between 1PM and 5PMThe 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/ 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/@ 6: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 delivery hours as a result of this mishapNo 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."

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

Pilot apologizes to the consignee that we were unable to meet her expectations of serviceThis 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, and the customer went to Pilot’s on-line scheduling system and selected an appointment for 07/07/from 1500- The driver arrived at the house at and stayed until 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/at 1610, the customer called and spoke to one of our customer service agents and rescheduled the appointment for 07/14/between 1000- The shipment went out for delivery on 7/14/but, at 1306, the consignee went on line and changed the appointment date and time to 7/18/ 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/and the shipment did not get delivered on that date as the customer thought it was going to be.On 7/18/at our Dispatch Manager spoke with the customer and rescheduled the shipment to be delivered on 7/21/window of 1500- The delivery was completed that day at 1740.”

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 liabilityAs stated previously, the delivery receipt was signed with no notation of visible damageTherefore, it cannot be determined if the damage occurred while in Pilot's possessionAdditionally, 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 carriageWe 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 sincerely apologizes for our failure to effect this delivery as scheduled and the inconvenience it has causedThe driver who had this shipment was contacted by our National Customer Service to expedite the deliveryUnfortunately, the heavy vehicle traffic and high delivery volume associated with this time of the year prevented him from delivering by the scheduled time of The product was delivered and accepted at 12/23/Again, Pilot apologizes for the stress and inconvenience our performance has caused

[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]