Complaints

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• Initial Complaint

  Date:07/31/2022

  Type:Customer Service 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.

  Chronicle Freight was hired by my shipping broker IShips International to transport my two classic cars from ************* ** to my home in ***** ********* The driver damaged both vehicles while loading them onto a trailer and delivered them to me. Upon arrival the driver said that the vehicles were already damaged when he picked them up and blamed port personnel in Jacksonville. After I filed a claim with iShips it was determined that the driver and Chronicle Freight were at fault and I was given a claim form to file against them. Turns out Chronicle Freight was not properly insured to transport private autos and now they’re denying involvement. The driver was fired and record of the transport is “lost” or “never happened”.
  Please help me hold this company accountable for their gross negligence and illegal business practices.

  Business Response

  Date: 08/12/2022

  Hello,

  
  

  Chronicle freight is a freight brokerage company that does not maintain insurance for transportation of equipment. Our partner carrier Chronicle Logistics, however, is the party which transports equipment, maintains insurance and they are the one to communicate and file a claim with. However, it is our understanding that high level administrators of Chronicle Logistics have been in communication and are, as they appear to have been, awaiting substantial documentation from the complainer in order to move forward with any claims. 

  
  

  Thank you,

  ****** *

  Customer Answer

  Date: 08/16/2022

   I am rejecting this response because:
  
  
  The Bill of Lading requested was never presented to us for signature. The driver admitted to the damages yet the company will not compensate the damages without “proof”.  I have pictures of the damage, taken BY THEIR DRIVER, WHILE ON THEIR TRAILER and they still require “more proof”!

  Business Response

  Date: 08/17/2022

  Hello,

  
  

  As before mentioned, Chronicle freight is a freight brokerage company that does not maintain insurance for transportation of equipment. Our partner carrier Chronicle Logistics, however, is the party which transports equipment, maintains insurance and they are the one to communicate and file a claim with. However, it is our understanding that high level administrators of Chronicle Logistics have been in communication and are, as they appear to have been, awaiting substantial documentation from the complainer in order to move forward with any claims. Chronicle Logistics has forwarded me a response to the NC department of Justice as it relates to this complaint also filed in their office. Please see attached. Also, Chronicle Logistics management has informed me that a bol regarding this shipment was signed for product received in good condition by ****** ********. Please see the signed bol attached.

  
  

  Thank you,

  ****** *

  Customer Answer

  Date: 08/17/2022

   I am rejecting this response because:

  The document submitted is not a bill of Lading according to Chronicle but rather a customs clearance form for the driver to get paid. There was no location to address the damages and my wife wasn’t going to refuse delivery.  Also, the driver admitted fault to the damage . Chronicle provided me an insurance claim form but their insurance is refusing to pay because Chronicle Logistics was not covered to provide private auto transportation! 

  The problem is they accepted a load that they were not insured to do, damaged the load, insurance is not paying for the damages and now they are acting like they never handled the load!  
  
  
  
  

  Customer Answer

  Date: 08/18/2022

  The contract for transport was coordinated through my shipping broker Iships International. They provided only some emails and screenshots of their interactions with Chronicle Logistics/Chronicle Freight. I can provide that information. The driver ********* “***” ***** was paid directly, electronically at the request of Chronicle Freight Director of Operations, ***** ****. Honestly, I think Iships was in a pinch to find a transport driver that would agree to my quoted rate despite the rapid increase in fuel prices. Both companies are to blame for poor operations, gross negligence and shady practices. Photos attached were provided by the driver who admitted fault.

  Business Response

  Date: 08/18/2022

  Hello,

  
  

  This complaint has now come to us from several different agencies and various channels. Our answer has been consistent and remains the same. We will pay a claim for any claimant that can provide the necessary documentation to validate the claim. Please see the attached response from our CFO and know that this is our final position.

  
  

  Thank you,

  *****

  Customer Answer

  Date: 08/19/2022

   I am rejecting this response because:
  
  
  1. Chronicle logistics knows a BOL doesn’t exist, let alone one noting damage because it wasn’t presented at delivery.  The form pictured was signed by my Wife for US Customs and did not have a section to address damages. 

  2. Photos of damaged vehicles “unambiguously on their trailer” doesn’t exist because the trailers aren’t marked unambiguously. THEIR OWN DRIVER ADMITTED FAULT AND PROVIDED PICS OF DAMAGES! 

  3. ***** ******** is a fake alias used by the CEO of Chronicle Logistics, ******* ******** ********. Why use a fake alias? Why will he not return my calls? His insurance denied coverage for my damages not because Chronicle was not liable but only because Chronicle wasn’t insured to transport privately owned vehicles! 

  
  

  Business Response

  Date: 08/22/2022

  Hello,

  
  

  
  

  We have reviewed the attachments but unfortunately they do not encompass what we have requested. We can not move forward on evaluating a claim without the necessary photos or documentation which we have requested numerous times. As such, we will now close the claim in our office.

  
  

  Separately, our management empathizes with the complainer and therefore Mr. ***** ********, our CFO, is authorizing a reimbursement of $1000 for the cost of the shipment to settle this complaint. If the complainer would like to accept then we will swiftly process the reimbursement to Iship International who can in turn reimburse their client.

  
  

  
  

  Thank you,

  *****

  
  

  Customer Answer

  Date: 08/23/2022

   I am rejecting this response because:
  
  
  I fully expect the $1000 delivery charge to be refunded to iships IN ADDITION to the cost of damages to my vehicles. At a minimum I am seeking the reimbursement for damages to my 1984 Land Cruiser due to gross negligence by Chronicle Logistics and their driver.  This amount is approximately $5900 to repair and replace front end damage and broken parts. IF I am forced to seek legal assistance and take this to arbitration or court the costs will be SIGNIFICANTLY more to cover PUNITIVE DAMAGES and Legal Fees in accordance with Tort Law. Unless Chronicle Logistics/Freight moves to this amount I will be forced to take further action.