Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 23, 2023, GNS Freight Solutions was hired to ship my **** ** **** *** with tools from Langley BC to Fort St. John. This box is worth $3,000.00 and also had tools in it. When the shipping was arranged we asked if additional insurance should be purchased, as the tools and box are my livelihood for my Heavy Duty Mechanic job. We were advised no you do not have to do that as it is insured. The box was shipped packaged very well with extra wrap and protection. The shipper did not take care in the shipment and damaged the box to where it could no longer open. While trying to come to a mutual resolution, it has has come clear the company is dishonest, they do not take responsibilty for this shipments and take no accountablity for the damange or poor loading and placement in the truck. They offered $180.00 resolution for a $3,000 damaged box, and we paid $378.00 in shipping. I will also proceed to take them to small claims court ensuring they take accountability for their ****, poor service and absolute lack of care and consideration for their shipments.
  

  Business Response

  Date: 09/11/2023

  To Whom it May Concern
  
  This toolbox suffered some dents and scratches during transportation from Langley, BC to Fort St John, BC.  A freight claim was submitted however the transportation carrier (******** ****) declined the claim citing this was a used toolbox thus not covered for the standard carrier liability of $2.00/lb.  Maximum carrier liability for used equipment is $0.30/lb totaling $180.00
  
  There are several reasons for the decision:
  
  1 - The toolbox was covered in bubble wrap and brown kraft paper.  That is not sufficient packaging to prevent dents in transit for this rolling 600 pound unit.  The toolbox was also left on wheels instead of being strapped to a pallet to prevent shifting during transport.  It is the shipper's responsibility, not the carriers', the ensure that freight is protected from the rigors of transport.
  
  2 - An offer to send the toolbox for repair was provided, but the offer was refused.  The complainant claims he cannot open the toolbox but cannot live without his tools during the repair process.  There is an obligation during the claims process for mitigation of loss, however the complainant was unwilling to participate.
  
  3 - Additional insurance was not requested, nor refused.  This toolbox was also represented as brand new, and it was discovered that it was used after the claims process began and the customer failed to produce an original bill of sale from **** ** *****.  As this is used equipment, there is no additional insurance available.
  
  GNS Freight Solutions has been in business since 2004 and this is the first complaint ever received.  GNS prides itself on its honesty and integrity within the transportation industry.  The complainant is not a customer of GNS, nor the payor of the freight charges.  He is the consignee and is unhappy with the outcome of the claim and is looking for a free toolbox.  The complainant has reported his own valuation of $3000 settlement purposes, with no documentation to prove valuation.
  
  Attached is the final decision from the carrier regarding the claim.

  Customer Answer

  Date: 11/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  It is the companies responsibility to ensure the tool box is secure and safe from items following on it, that is what I paid over 300.00 in shipping for.

  Secondly, the are not honest, I specifically asked if additional insurance was required and was advised no as they provide insurance.

  Finally, I told them on a number of occasions, I cannot be with out a toolbox, If I do not have a toolbox, I cannot work as this is my livelihood. 

  Their customer service, and honesty are sad and very disappointing.  I will proceed to small claims court as they provided no care and consideration, and should have either advised or made an effort to place it on a pallet or contact me and advise that was needed, what do you pay a shipping company for if they are not going to show care, consideration and honesty to their paying customers.

  
  Sincerely,
  
  **********************

  Business Response

  Date: 21/11/2023

  Freight charges were paid by *****************, not the complainant.  In all email communication with ***************** there was no request for additional insurance.

  Attached is the ******** **** (carrier) rules regulations for freight claims.  It spells out the liability.  Notably, there is an obligation to minimize the claim, meaning repair of the toolbox.

  This disagreement and complaint is the result of a freight claim that didn't conclude to his satisfaction.  Complainant does not seem to understand the terms and conditions of shipping, along with the policies and limitations for freight claims.  We have tried our best to have the claim approved through the carrier, however unsuccessfully.  Reasons for their limit of liability were documented on prior response.