Complaints
Customer Complaints Summary
- 11 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/20/2022
Type: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 July 7th I got a quote for$8,588.41 that I accepted. My goods departed onJul 19, 2022 and Arrived Aug 6, 2022. The final destination was set for ***** ********************************************************************************************** of delivering my container, they left it in a yard because they said they couldn't contact the warehouse. The warehouse reached out to Flexport on multiple occasions and got no response. I have the emails from the warehouse saying they reached out to flexport on multiple occasions and that Flexport should have just brought the container during regular hours just like every other freight forwarder does with them. Due to the incompetence of Flexport, they believe I should have to pay an extra $4,565.83 Not only that, but they charged my bank account on multiple occasions without my permission.This is the first step my attorneys advised me to take. Hopefully it gets resolved here and they don't have to get involved
Business Response
Date: 11/01/2022
Dear ****************,
Please see Flexport's response to ****************** BBB complaint below. Also attached is a document referenced in the response. Please let us know if you require anything further.
Kind regards,
***********************
Flexport Response to BBB Complaint:
Flexport disagrees with Mr. ****** summary of the events surrounding his shipment related to Flex-ID ******. Prior to agreeing to have Flexport handle this shipment, ************** was informed about a) what the fixed charges would be (e.g. ocean freight charges), b) that there would be other variable charges. Every quote Flexport issues states that storage-in-transit charges will be variable. These variables for example, customs clearance, container availability at the port, truck pick-up appointments and delivery appointments at the receiving warehouse - are not in Flexports control. Several of these factors came into play with Mr. ****** shipment. These are detailed on his invoice. Flexport made reasonable commercial efforts to coordinate delivery of Mr. ****** container to the designated warehouse and any additional charges were the result of factors outside of Flexports control.
As for Mr. ****** statements about charging his bank account, Flexports Payment Terms and Conditions Agreement states that Flexport is authorized to debit the customers account for unpaid charges. ************** agreed to these terms on June 6, 2022. Please see the attached document that reflects ****************** approval to these terms.
***********************, Paralegal
************************************************************Customer Answer
Date: 11/03/2022
Complaint: 18053742
I am rejecting this response because:This is a ********************. Deliverr does business with Flexport all the time and they said there is no reason that you shouldn't have delivered during regular business hours. I have other emails saying that they were reaching out to you and were getting no response.
Sincerely,
*************************
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