Southeastern Freight Lines

Complaint: [redacted]I am rejecting this response because:None of the quite lengthy excuses and replies have any truth to them. If there was no guilt it would not be necessary to go into such detail. I am not not ever have been disgruntled and did not make such demands as Ms [redacted] suggests, rather I was asking for something that should have been provided. I did not pick a pin. I don't get excuses from any other business as to their personal appointments or that of their children, nor do I care. I did not need a phone all telling me the amount of return. All I have received from this woman is excuses and rudeness.
Sincerely,[redacted]

Truck line lost critical freight. They were advised by us that we had a critical time line and that by 10:00 a.m. the following day we would have to reorder material so that the parts could be re-machined and completed by our customers want date. We received no notice that the items had been found only that they thought[redacted] had them somewhere between [redacted] and [redacted] OK. We placed them on notice that if we had to reorder material it would required special freight to get it to [redacted] in time and that the cost of the material and freight would be around $3,000.00. The freight was not found by 10:00 A.M. so we reordered the material. At 3:00 p.m. we were notified that the lost items had been found in [redacted], we tried to stop the replacement material but it had already shipped.[redacted] is refusing to make any attempt to pay even a portion of our expenses for the extra materials. We have only ask for the cost of the hot shot freight to get the replacement material to [redacted]. We agreed to eat the cost of the material itself because we will be able to use it at some point.Product_Or_Service: Trucking / DeliveryOrder_Number: XXXXXAccount_Number: XXXXXXXX-XDesired SettlementI would ask that [redacted] Freight agree to cover some part of if not all of the hot shot freight charges.After the parts were recovered, they were inspected by IMF and re-shipped to our vender in [redacted] TN. [redacted] has charged IMF for express delivery for the second shipment. We would ask that these charges be reduced to standard shipping rates and that the first shipment that was lost and recovered not be invoiced at all.Business Response On 11/11/14 we were given a shipment for delivery to [redacted] TN. We do offer expedited / guaranteed services if a customer has a shipment that is critical. These services do cost more however in the event of a failure the shipment charges are waived. The shipment in question was not set up with our guaranteed services department and therefore was subject to normal terms. The very next day 11/12/14 after being given this shipment and upon arriving at the customer we found the crate / pallet the shipment was supposed to be in was empty. The crate was returned to our facility in[redacted] GA. Further inspection showed that the product had fallen out of the crate at some point on the delivery route. This had happened because the product was to heavy for the crate it was placed in. At this point my team in MPS was notified of the issue. I viewed our cameras to ensure the crate had not been tampered with and that it was intact when it left MPS. I found it was intact. I then contacted the manager in [redacted] and asked them to trace the delivery drivers route to try and understand where the product might have been misplaced. Upon interviewing the driver he told the manager the pallet had been stacked on top of another order and that perhaps when it fell thru the packaging it ended up being delivered at a prior stop. Our associates in [redacted]TON then contacted all of the previous stops and found it was indeed delivered with another order. Unfortunately that customer had called our competitor and given the shipment to them. After doing some research the morning of 12/13/14 we found[redacted] Cooper had this in MPS. I called the manager attempting to retrieve but being that I was not the shipper or customer he would not release to me. I then called back to [redacted]TON and contacted the customer who had given this to[redacted]. I asked that they authorize[redacted] to turn this over to us. The customer gave them authority and I had my Operations manager go retrieve this shipment from[redacted] so we could give it back to Mr. [redacted]. When he arrived at our facility he was upset and said he would have to find someone else to give it to. I apologized for the trouble and he left. We were in contact with his office throughout the day. We exchanged several phone calls and emails with Shelly who works with Mr. [redacted]. We worked hard to get this back into his possession. In his complaint he stated we lost a critical shipment. This shipment was misplaced for a day and recovered. It initially came missing due to a packaging issue. I promise we were as surprised as he was that is had been misplaced because our driver attempted delivery of the empty crate. He did not chose to use any expedited services or place insurance on the shipment that identified it as critical. We knew this was important because every shipment we handle is important to someone. We did everything within our power to retrieve this as timely as possible. Mr. [redacted] asked in the desired resolution that the shipment charges be waived on the first order. I told him this was no problem when he called me and it has already been done. He also states that we charged him express delivery on the second shipment and wants these charges reduced to standard shipping. We do not charge expedited services without prior approval of the shipper. These charges and by "Noon" delivery were added and performed at his companies request. I can not refund him the monies he spent expediting product to his location via another transportation provider. Had I know about his need we may have been able to help or move the product to him for a lower cost then our competition. I am sorry for the inconvenience this caused Mr. [redacted] and our mutual customer in [redacted] Tn. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)First off, this shipment was placed with [redacted] with a by Noon delivery per there quote (see attachment) Secondly after the parts went missing we informed the vender that if these parts were not found by 10"00 a.m. the next day we would have to order material to start working on replacements. The vender new that the parts were in [redacted] early the next morning and never notified anyone at our facility. If they had just made a single phone call or sent an email. We would not have spent the money to order new material and hot shot truck it in. Thirdly [redacted] has invoiced me for the lost shipment and they over invoiced me for the second shipment to get the parts to [redacted] where they were headed.Final Business Response After reveiwing the last response from the claimant and sharing this information again with our claims department, [redacted] has made the decision to decline any additional settlement in this matter.