Volpe

April 8, 2015Dear *** ***:We are in receipt of the compliant of service number aboveOur company is a Less Than Truckload (LTL) delivery serviceOrders are submitted by thousands of shippers by weight, skid counts, size and special
deliveriesDelivery schedules are set by approximations' and regional delivery areas to thousands of consignees, unless exclusive use, or just in time deliveries are contracted in advanceAlso when a shipment(s) exceeds the described approximations' by the shipper unexpected changes are mandatory for Federal and State weight and size guidelines and conformance must be taken into consideration.Also, our company does not guarantee day or time deliveries, unless special tariff or contract charges are arranged for in advance(Example: Exclusive van use, refrigerationspecial loading/unloading requirements, oversize or in this case JIT [just in time] production scheduling.)
Customer service was in the process of notification of consignee freight delays when the inbound call was received by the consigneeIf this order was in need of special handling or in this case JIT delivery, or a guaranteed delivery time the consignee would have had to notify the company that arranged for this delivery in his behalfThis was not the caseWe offer our apologies to the end consignee on the circumstances of this deliveryRespectfully, we decline the consignee's request for refund of freight chargesSincerely,
Volpe Express, Inc

Dear [redacted]:
I have received and read the response from Volpe Express and I am grateful for an entity like Revdex.com. The reason for this is, accountability. It`s easy for a company to design rules, regulations and policies on paper. But when management interacts with the public and attempts to coerce customers to give them there hard earned money, the rules never seem to line up in accordance to what has been stated to the customer.
For example, the company states that it doesn’t guarantee time and date. One would think that if a customer representative contacts the customer and states that a delivery can be made on one day, but the customer requests the delivery on the following day. And the representative agrees to that day and even states a time frame in which that item will be delivered, 9am-1pm. I would think that it would be fair to expect that item, based on the verbal contract. According to Volpes information, a customer is not to rely on a verbal contract made by their management, but on policies that the customer is never sent or made aware of because Volpe is a sub-contractor for [redacted].
They also stated that they were in the process of notifying me. In notifying me that would have allowed me to notify the men that were hired for the job, saving time and money as well as extending professional courtesies. The Dock Supervisor that I was transferred to on the phone stated that “I was unaware of this situation and I was just contacted about it”. If the supervisor responsible for contacting me stated that, he was unaware of this situation, but upper management is stating that they were about to contact me. This is the epitome of a company that is either, incompetent and incapable of handling it`s work load or just pure deceit.
Another example of the ineptness of management. On the day of delivery, I contacted Volpe and asked, “Do they unload the truck or am I responsible”, I asked this because of my prior experience and I wanted to protect myself from wasting any more money. After being put on hold, I was told that they, Volpe unloads the freight. When the truck arrived, the driver reported to me that he was union and doesn’t unload freight.
Based off of the misinformation that was given to me, once again, and I was foolish to rely on. I was then responsible for unloading 1300 lbs of Slatwall Boards, BY MYSELF!
In doing good business, when the customer has been inconvenienced or harmed in any way by my business entity. I have to make good on the wrong that my entity has committed, It`s called the “Cost of doing business”After all that has been done to me by Volpe Express, all that I have asked for is, that the delivery charges be refunded. Their declining the refunding of the delivery charges as well as all my other experiences with them. Tells me that not only are they not customer service oriented, but as a business, I would be a fool to rely on them again for any type of service.
 
Regards,