Trinity Logistics

Review: Trinity Logistics brokered a shipment that was picked up from me Friday July 26, 2013. The shipment was schedule for delivery 9-1pm Monday July 29, 2013.At 1pm I called Trinity to get status on the shipment as it was not delivered. The dispatcher advised me they would call me back and asked for a phone number.At 5pm the shipment has still not been delivered and Trinity has not called with a status update.Desired Settlement: If I run over 2 hours loading or unloading I am billed approximately $75 per hour by the broker. Since the shipment is over 4 hours late I am demanding a minimum credit of $300 on this shipment.

Business

Response:

Review: We contracted Trinity Logistics to move a machine for us from Greensboro NC to our facility in Mineola NY. We were very clear that it was a steel frame machine that needed to be dropped onto a truck (flat bed, box truck or van) and strapped to avoid tipping. Trinity, without our knowledge, contracted UPS freight to move the machine. We were unaware of this. UPS picked the machine up and brought it to their hub, took it off the truck, then contacted Trinity to tell them we would have to pay an additional $400 for them to deliver the machine or they could take it back to where they picked it up from. That was not an option as well as we didn't know if there was already damage done to the machine. So we reluctantly agreed to pay the extra money so it would be put on a dedicated truck and because it took up more space than they thought, even though we gave Trinity all of the specs prior to the pick up. UPS should have never taken the machine out of the facility to begin with if there was an issue. So we finally get the machine 8 business days later when were told 1-2 days in transit and it arrived at our location on an "Overnight Delivery" truck surrounded by auto parts that were pushed right up against the machine. The 1500# machine was being balanced on one plastic postal skid and not strapped to any walls. It had 2 doors ripped off and had massive damage. We took pictures of the machine on the truck, and again when it was off the truck and sent all of those pictures to Trinity. The result was now a non working machine, that we saw working before we bought it. We had to move the machine from Mineola NY to Clifton NJ where our mechanic's shop is so he could fix the machine, then bring it back. We had also requested $6000 of insurance prior to contracting Trinity. We purchased the machine for $1700, paid Trinity $1,000 for freight, paid another $1,000 to move it back and forth to NJ and paid $3,000 in repairs. So our total was $6700, ($4,400 above what we had planned on paying for this machine all due to poor judgement and pure negligence). We submitted a claim to Trinity for $3,675 and the end result was us receiving a check for $150 that they said was UPS' policy on used equipment ($.10 per pound). So Trinity contracted UPS, profited from the transaction, took absolutely no responsibility for UPS' epic failure and left us $4,400 in the red. At one point [redacted] had emailed us that the coverage would be $1 per pound which would have given us at least $1500.

And for the record, while our claim was being processed, we contracted Trinity for another order that went well just to show good faith and that we weren't dissatisfied with them at that point. We were honestly expecting that they would take responsibility and do what was right.Desired Settlement: We also broker work for our clients, but if our vendor ever has an issue and delivers an inferior product or service, we accept responsibility and stand by our name. We would never dream of telling our clients "its the vendors fault,,,send them a letter". If we're going to profit from the use of that vendor, we're going to share in the losses if they don't do the right thing. This is what we expected from Trinity and this was communicated when they first told us UPS was willing to pay us only $150 and in the end received a check for that amount and a letter stating "We hope you understand our position on this" we already stated that we did not!

Our desired outcome is that Trinity stands by their name and reimburses us our loss of $4,400. Or at least the $3,675 that we claimed. Just take some responsibility and offer something realistic. We understand that the damage wasn't caused by Trinity but it was by the company they contracted.

Business

Response:

At Trinity Logistics, we take matters like this very seriously, because we are committed to protecting our brand and our promise to everyone we do business with. I've fully investigated this complaint and have found that there are several inconsistencies in the information presented to the Revdex.com. Our representative, [redacted], was not given accurate information about the shipment ahead of time, and what followed was an unfortunate series of events. We encourage all of the customers that utilize our services to become educated shippers and provide numerous resources to them in order to have realistic expectations of their shipping experience. Mr. [redacted] was educated throughout the process to understand what services we were providing and was given options throughout the process in order to make informed decisions about his shipment. In our final correspondence to him regarding the claim, we are fully within our right to limit the payment of the claim to $150 according to LTL shipping tariffs. As a measure of good faith and to prove that we are willing to go above and beyond any legal obligation, we will process an additional payment to [redacted] in the amount of $1500. We encourage the customer to become increasingly vigilant when arranging the transport of their goods and providing full factual information when obtaining quotes and executing the shipments to ensure they are protecting themselves against future issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.