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:06/12/2025

  Type:Billing 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.

  I went to Freight Center online to get a quote for a flush pan I needed shipped from **** to **********. It gave me a few issues as computers do so I called in and talked to ***** who quoted my shipment at $498.00 I then went to ********* who I use most the time to see what offers I had for delivery. Freight Center was the best one so I called Freight center back and spoke with ****. She set up the payment and we paid it IN FULL, fully aware if the package weighted more or was a different size then stated we could be charged more. It was exactly the size and weight as stated and all was going smoothly. It was supposed to be delivered to *** on their own truck on the 29th tracking was showing it in ******** at the time so I called in and spoke with ***** who told me it was not there yet. We had booked a room in ******* as it is 3 to 3 and a half hours away depending on traffic. We decided to go on down and spend the night as planned hoping it would arrive on the 30th. I can get our hotel receipt to prove this also. It did not arrive on time. On Monday the 2nd I got a message on my machine from ***** ,that it had arrived in ******* and was ready for pickup. I called in again and spoke with ***** and let him know how far away we were and that I was off work on Friday the 6th and would be there for pick up. All was fine. I arrived Friday the 6th for pickup and they where absolutely fantastic. Loaded me up I signed that I picked up and off I went home. Done deal it wasn't the perfect delivery as it was late and cost me 12 hrs driving time, and fuel. but I was happy with the outcome. Wednesday the 11th Rolls around and Freight Center pulls ****** out of my account unauthorized. I spoke with a Jaz and have our email conversation. Not once did anyone say anything about storage fees I would have went down and picked it up sooner! It's also not in the contract or terms. They are also charging for detention. ***** at *** said there was none! These are unauthorized I had no ide

  

  Business Response

  Date: 06/19/2025

  Thank you for your feedback and we apologize for the inconvenience and the experience youve had with FreightCenter.

  
  We understand that billing adjustments are an inconvenient part of the shipping process, and we do our best to ensure that our shippers avoid them at all costs.

  
  Were sorry that the terminal didnt inform you that there would be additional charges for the delayed pickup.  We normally can not dispute those charges, but we are going to try.  Were waiting to hear back from the carrier.  
  We are also looking into the detention charges for pick up.  Nothing was notated on any of the paperwork, so we are disputing that as well.
  Our disputes department should contact if they need anything or with the decision from the carrier.

  
  Again, we apologize for your experience.

  
  Thank you,
  The FreightCenter Team
  
  

• Initial Complaint

  Date:06/03/2025

  Type:Product 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.

  May 1st, 2025 Shipment from ***** to ***********The original invoice was $555.00.May 14th, 2025 Extra charge of $148.72 Throughout file **********, it is stated the item PKG is a "pallet" with dimension of 48 x 40 x 78 in.A standard pallet is 48 x 40 inches.Also on page 4 of the same file, the receiver has signed as a pallet.Attached pictures, show the product on a pallet.Also, attached are 3 additional pictures with a tape measure, showing that the item is within the original invoice of 48 x 40 x 78 in.The carrier's new invoice states our item was 60 x 46 x 70 in.Which is visibly incorrect. Also I have submitted these pictures to the carrier, and asked for proof but they have failed to submit any proof of their measurement to support their claim.The carrier charging an extra fee, and processing fee is essentially a ******** this point they can continue to charge extra, and collect processing fees unlimited from customers.

  

  Business Response

  Date: 06/04/2025

  We appreciate you taking the time to share your concerns about your recent shipment with us.

  
  We understand billing adjustments are an inconvenient part of the shipping process, and we do our very best to ensure our shippers avoid them at all costs. Please note that all carriers verify the information provided on the cargo they handle. If there are any discrepancies between the information reported during the quote phase and the actual weight, class, or dimensions as noted by the carrier, a billing adjustment will be issued.

  
  With your shipment, the dimensions were larger than originally provided during the quote request. This discrepancy resulted in a billing adjustment. The certified inspection report from the freight carrier is attached.  The dimensions of the shipment will include the packaging/pallet as well. We realize that a standard pallet is 48x40. However, pallets come in all sizes. 

  
  We would be glad to assist you in disputing this with the carrier.  As stated in an email sent on April 9, 2025, we requested the required documentation to provide to the carrier for dispute of the charge. Without the correct documents, we can not dispute the charge.

  
  We hope this information helps to clear up any confusion. Thank you again for your feedback. Please let us know if we can provide any documentation you may need.

  
  Thank you,
  The FreightCenter Team
  

  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23411111
  
  I am rejecting this response because:

  I understand pallets come in different sizes, hence I attached images of the product being shipped. Which clearly shows the dimension.

  Your proof does not show any proof of the measurements besides what the carrier entered.

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

  

  Business Response

  Date: 06/12/2025

  We understand that you are not satisfied with our response.

  
  The carrier moves the freight and inspects it. That is where we get our proof from.  They use laser dimensioning machines to measure freight.

  
  Unfortunately, we can not dispute this with the carrier without documentation.  They will not accept pictures. We would like to help you get this taken care of.  We just need assistance from you.

  
  If you could look up the make and model of your freezer and get a specification sheet from the manufacturer. That is acceptable documentation. We will also need a copy of the invoice, showing what you shipped. Send those to our disputes department and we will file it for you.

  
  Thank you,
  The FreightCenter Team
  
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23411111
  
  I am rejecting this response because:

  Please see attached invoice, manufacturer spec sheet, and manufacturer product booklet.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/18/2025

  Thank you for the documents.  They have been sent to our disputes department to file a claim with the carrier.  Disputes should contact you directly if they need anything further.

  
  The FreightCenter Team
  

  
  

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23411111
  
  I am rejecting this response because: Have not heard anything from dispute department. No email or phone call.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/02/2025

  Hello, 
  
  We have submitted all information directly to the Carrier. Once they review your claim completely, we will notify you of their decision.
  
  While we will do everything we can to expedite your claim, please keep in mind that the process can take from 30 up to 120 business days. Rest assured that we will continue to follow up with them to resolve your claim as quickly as possible.
  
  Following this email, you will receive updates on the status of your claim as we receive information from the carrier. If successful, we have 2 options for the refund. We can apply a store credit to your account, which expires after One (1) year, or refund it back to your Credit Card on file for this shipment. Please advise which option do you prefer. Please let us know if you have any questions in the meantime. We appreciate your patience.

• Initial Complaint

  Date:06/03/2025

  Type:Billing 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.

  I am filing a formal complaint against Freight Center, ***** for wrongful billing practices, failure to properly resolve a dispute, and escalation of a disputed invoice to collections despite prior notification and communication.We used Freight Centers services for Freight Order #********. After the shipment, we were billed an additional $140 due to alleged incorrect dimensions. However, the dimensions reported were either correct or only slightly different and do not justify such a high surcharge. Furthermore, our company frequently ships comparable freight to New York for $200$400, which aligns with industry standards, confirming this charge is excessive.We dispute the charge entirely and clearly notified Freight Center of this dispute. Individuals ***** ****** and ****** ********* were both informed of the issue directly, and communications were conducted by Mr. **** ******, who was acting as an authorized representative of our business.Despite clear evidence of dispute and multiple follow-ups, Freight Center escalated this to Eastern Account System of *****************, a debt collection agency. This is highly unprofessional and violates consumer rights under the Fair Debt Collection Practices Act (FDCPA) and Ohio Revised Code *******, as no proper verification of the debt has been provided.We are requesting the following resolution:Immediate removal of the debt from collections.Formal apology letter from Freight Center acknowledging the error.Written dismissal/confirmation that the account is marked resolved and will not appear on any credit or internal collections record.Confirmation that no future retaliation or attempt to collect will occur without full legal documentation and consent.If unresolved, we are prepared to file a small claims suit in the State of Ohio against Freight Center, Eastern Account System, and the individual employees who failed to act professionally or in compliance with the law.

  

  Business Response

  Date: 06/03/2025

  Thank you for your feedback, and we apologize for the inconvenience and the experience youve had with FreightCenter.

  
  We understand billing adjustments are an inconvenient part of the shipping process, and we do our very best to ensure our shippers avoid them at all costs.

  
  The dimensions provided at the time of the estimate were different from what the carrier inspected them to be. Even though they werent off by much, it did change the density, which resulted in a change of freight classification.

  
  To dispute the charge with the carrier, we must provide documentation. This is not a FreightCenter rule, but the policy of the freight carriers.

  
  FreightCenter has ceased the collection process on your shipment. No further action will be taken on this shipment.

  
  Again, we apologize for the inconvenience.  Do not hesitate to contact us if we can be of any further assistance.

  
  The FreightCenter Team
  
  

  
  

• Initial Complaint

  Date:05/20/2025

  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 March 26, 2025, I contracted with FreightCenter to deliver a StairMaster machine from ************** with the following instructions as detailed in the original email: "The delivery will be around to the back of the house to the back patio area. There is an access road that works well, then the truck will drive on a small section of yard..."Upon subcontracting with CRST as the carrier, ***** ******, the FreightCenter representative, failed to pass along the above instructions. Consequently, CRST arrived with the item in a full-size semi tractor trailer, which was too large. They then chose "****** the Mover," as a local carrier, which later indicated that they too were unable to deliver to the back patio (a consequence of the original miscommunication).Via several emails, I asked Mr. ****** to identify a local carrier to pick the item up from ****** and deliver as originally agreed upon. What follows are excerpts from those emails:May 1, 2025 "... a different carrier will need to secured to pick it up from them and deliver it here as originally outlined... To me, it's pretty straightforward. If they were not the proper choice then someone else will need to be identified... either you, or [CRST} needs to identify a ******." "... either [CRST}, or you, need to coordinate with ****** the selection of a proper person that can get it here as originally planned."I also have several other emails and text messages supporting my repeated requests to simply contract with a different local carrier that can finish the job. Per these discussions, it has become apparent that FreightCenter has not even attempted to identify another local option, and instead has insisted upon utilizing ****** to drop the item off at the main level garage. In that case, I would have no means to move it to the lower level. To resolve the issue, FreightCenter needs to simply procure a different local company to pick the item up from ****** and deliver it as originally agreed upon.

  

  Business Response

  Date: 05/22/2025

  We apologize for your experience and thank you for providing us with your feedback.

  
  We understand your frustration with getting your Stairmaster machine delivered onto your back patio. Unfortunately, our sales agent miscommunicated that to the carrier that moved your freight.   What we can do is find a solution to get this delivered to your home.

  Your freight is still sitting at the delivering terminal in ***************, IN. If we do not make arrangements to have it delivered, they will start charging storage.
  We have been trying to find a partner that will deliver this to your patio.  The problem is none of them want to drive in your backyard.

  We were finally able to find a solution to get your Stairmaster delivered to your patio.  We will have ****** the Mover deliver it to your garage, and we will have another company come and move it to your patio.

  If this is acceptable, please let us know as soon as possible so we can get this coordinated.
  You can reply to the sales agent's email that he sent yesterday or give us a call.

  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23343106
  
  I am rejecting this response because:

  The plan of action has not been carried out as of yet. If the proposal comes to fruition without further expenses on my part, then I will report a satisfactory resolution.

  Regardless, the process itself will remain unsatisfactory. Miscommunications occur, but the lack of implementing a timely ******, and the repeated suggestions that I would be responsible for upcharges incurred as a result of the miscommunications is the real problem here. Requests to find an alternative local service ("partner" or not) were ignored despite repeated communications, and ultimately pursued only after I began attempts to take the matter "up the ladder" and filed the BBB report.

  All of these actions should have occurred automatically, independent from a client's prompting.

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

  

  Business Response

  Date: 05/30/2025

  Thank you for your response.

  
  We appreciate your patience while we work to get this resolved.

  
  Our agent is trying to coordinate a date to deliver to you with ******.  We are waiting to hear back as to when they will be in your area again.  Our agent said he would reach out to you when he gets the date.

  
  Either way, we will be in touch with you.

  
  There are no additional charges due on your part.

  
  Again, we apologize for the inconvenience.
  
  The FreightCenter Team

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23343106
  
  I am rejecting this response because:

  I will report satisfaction once I physically receive the item.

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

• Initial Complaint

  Date:04/23/2025

  Type:Billing 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.

  This letter serves as a formal notice of dispute regarding an unauthorized charge in the amount of $2,135.54 USD applied to our credit card by FreightCenter on March 12, 2025. We have previously notified FreightCenter via phone and in writing, including direct communication with ****** ****** ************************************ and ***** ****** ***************************** but have yet to receive any substantive response or supporting documentation justifying this charge.Basis of Dispute:This charge was applied without prior authorization, advance notice, or our consent.FreightCenter has failed to provide any supporting documentation beyond a vague reference to "customs inspection"which, upon independent verification with their own service providers, appears to be inaccurate.Multiple requests for explanation and backup documentation have been ignored. FreightCenter ceased communication following our submission of third-party documentation indicating the charge may be fraudulent or erroneously applied.Summary of Our Due Diligence:On April 8, 2025, we spoke directly with ****** ******. We then obtained evidence from FreightCenters third-party service providers which contradicts the legitimacy of the charge.After presenting this evidence to FreightCenter, they stopped responding and have not provided a single document to justify the transaction.Resolution Requested:We hereby request the following remedial actions:1- Immediate reversal of the $2,135.54 USD charge as unauthorized and improperly levied.2- Full accounting and written explanation of any customs charges:- Original invoices - Allocation methodology for cost assignment We respectfully request the BBBs assistance in facilitating a resolution to this matter.Sincerely, ***

  

  Business Response

  Date: 04/29/2025

  We appreciate you taking the time to tell us about your concerns with your recent shipment with us.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we simply connect the shipper to a carrier.

  
  We understand billing adjustments are an inconvenient part of the shipping process, and we do our very best to ensure our shippers avoid them at all costs. Please note that all carriers verify the information provided on the cargo they handle and if there are any discrepancies with what was reported during the quote phase and the actual weight, class, dimensions, or services used as noted by the carrier, a billing adjustment is issued.

  
  When it comes to cross-border shipments, there is nothing FreightCenter can do in terms of charges for inspections.  The freight carrier charges FreightCenter, and we, in turn, charge our customer.

  
  The trailer that your shipment was on was randomly chosen for inspection by the ******************************  The charges are for moving, loading, and unloading the trailer. The carrier authorized the inspection.

  
  FreightCenter has a contract with ************************** As with a number of our contracted carriers, they use partner carriers for the Canadian or remote portion of the transportation. The charges are from *************************, not Titanium Trucking or Epic Logistics. Roadrunner billed FreightCenter in USD.

  
  Please refer to our Terms & Conditions sections below. This should clarify any questions that you may have regarding charging your card, quoted rates, payments, etc.

  
  X. Quoted Rate
  XI. Open Account
  XII. Initial Billing  
  XIII. Billing Adjustments
  XIV. Payment
  
  We hope this clarifies any misunderstanding, and if you have any additional questions, we would be happy to answer and assist.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23231201

  I am rejecting this response because FreightCenter has not provided any valid documentation or justification for the $2,135.54 charge in question. Their explanation remains vague, unsupported, and contradicted by their own carriers statements.
  

  1- Despite multiple requests, FreightCenter has not supplied a single document showing the origin, justification, or calculation of the $2,135.54 charge. In fact, when I initially contacted ****** ****** from FreightCenter to report the problem, she promised to investigate. However, once I followed up with specific questions via email, the entire FreightCenter team stopped responding.

  
  2- ***** *******, Invoicing Specialist at Roadrunner Transportationthe listed carrierconfirmed in writing on April 22, 2025 that no charges beyond freight were billed for this shipment. FreightCenters claim that ********** billed them for inspection costs is therefore not only unsubstantiated but also directly contradicted by Roadrunners own internal records. 

  
  3- Unsupported credit card charges are fraudulent. The credit card was provided in good faith for a specific freight service. Applying a separate, unexplained charge without notice or supporting documentation violates basic principles of transparency and lawful billing.
  
  To resolve this matter, FreightCenter must answer the following questions and provide supporting documentation:
  1- Where is the invoice or billing document showing the exact amount charged and by whom?
  2- Who performed the inspection, and what were the actual charges?
  3- How many shipments were on the trailer, and how was the inspection cost divided among them? Our shipment consisted of only one pallet. For context, a standard 53-foot trailer typically holds up to 26 pallets. Based on the $2,135.54 charge applied to our single pallet, a simple extrapolation would imply a total inspection cost of over $55,000 for the entire trailera figure that is entirely unrealistic and unprecedented in the industry.
  4- What is the allocation method used to determine our share of the total inspection cost?
  5- Why has no supporting paperwork been shared, despite repeated formal requests?
  

  Until these questions are answered with clear documentation, the charge remains unauthorized and must be reversed. We are happy to review the documentation FreightCenterprovides.

  
  Sincerely,
  *** *****

   

  

  Business Response

  Date: 05/01/2025

  Thank you for your reply.

  We want to clarify that we are a 3rd party logistics company.  We are the billing party for the freight shipment. We offer our discounted rates to our customers.

  
  We give an estimate based on the information provided by our customer. We do not see or transport **********************.  Once the carrier picks up the freight, they transport it to the destination. Somewhere along the way, the freight is weighed and inspected.  Once it is delivered, the carrier will send FreightCenter an invoice. The carriers charges are not prepaid like FreightCenters are.

  
  2-The invoice will itemize all shipment information and services used/performed.  In the eyes of the carrier, all charges are considered freight charges.  Whether additional weight was found,equipment was used, or customs performed an inspection.  If any information is different from what we estimated,the customer will be charged for it.

  
  3-By using FreightCenter to arrange your shipment, you are accepting our Terms and Conditions.  Again,refer to the sections mentioned in our previous response.
  
  1-We have attached an invoice for your shipment showing the services performed. As you can see, the **** Inspection Charge is listed.
  2-Canada ********************** performed the inspection. This is a random inspection.
  3-We have no way of knowing how many shipments were on the trailer.  We just arranged the transport. The trailer may have been full, or your shipment may have been the only one on there.  There is no way for us to know.
  4-Again, we have no way of knowing the allocation method used to determine the inspection cost.
  5-We do not have access to the inspection paperwork from the inspection.  Customs does not share that with us.

  
  We hope this information helps clear up any confusion.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23231201
  
  Dear Better Business Bureau,

  
  I am writing to formally rebut the response provided by FreightCenter. Their reply demonstrates a clear disregard for accepted business practices, legal billing standards, and the core principles required for BBB accreditation.

  
  SUMMARY OF ISSUES:
  FreightCenter charged our company $2,135.54 USD without authorization, notice, or supporting documentation. Their justification relies entirely on unverifiable assumptions, vague references to "third-party processes," and a refusal to provide basic transparency into how the charge was calculated. This violates both consumer protection laws and the standards of business integrity set by the BBB.
  
  LEGAL AND ETHICAL STANDARDS VIOLATED
  Violation of the Fair Credit Billing Act (FCBA) & FTC Guidance
  Businesses are required under **** law to:
  -Obtain proper authorization for charges
  -Provide itemized, verifiable documentation to support billed amounts
  -Allow customers the opportunity to dispute charges based on errors or unauthorized transactions
  FreightCenters own admission that they do not know the charges,allocation method, or inspection details is an admission that they cannot verify the legitimacy of the charge. Yet, they proceeded to bill our credit cardmonths after the shipmentwithout our consent, notice, or evidence. This is a textbook case of improper and unauthorized billing.
  
  INTRODUCING VERIFIABLE EVIDENCE IN THE RECORD
  To assist with a fact-based resolution, we have done the investigative work that FreightCenter should have conducted before charging our card. Here is what we have confirmed:
  -On January 9, 2025, we shipped 1 pallet as part of a consolidated truckload from the **** to ******, handled by Roadrunner.
  -**************, a ****-authorized third-party,performed the customs inspection unloading and invoiced ************************** (the carrier) CAD $1,347 (USD $962) for 42 minutes of labor , specifically from 18:27 to 19:09.
  -Titanium Trucking paid this amount directly via their company credit card ending in 6183.
  -Months later, FreightCenter unilaterally charged our credit card $2,135.54 USD, without notice, consent, or explanation.
  - On April 9, 2025, a FreightCenter representative (****** ******) confirmed by phone that inspection costs are allocated across all pallets on the trailer, regardless of which shipment was selected for inspection. Per ****** ******, **************** representative of ********************** (P. ************************),  even if customs selects a shipment unrelated to our company for inspection, if it is part of a shared LTL (less-than-truckload) shipment, we may still be held liable for a portion of the inspection costssimply because our freight was on the same truck.directly contradicting written statement above claiming no knowledge of the allocation method.
  
  OUR REQUESTS
  We respectfully request the BBBs intervention in this matter. Specifically:
  -That FreightCenter immediately reverses the unauthorized and unsupported charge.
  -That they confirm the facts above, which we have independently verified.
  - That they provide a transparent and itemized breakdown of the charge allocations and disclose the actual cost allocated to our single pallet, whichif any cost were appropriateshould be a less than 10% of what was charged.
  

  Lastly, we urge the Better Business Bureau to formally review FreightCenters accreditation status. Their conduct raises serious concerns about:
  -Deceptive and misleading billing practices
  -Refusal to provide documentation for charges
  -Failure to resolve disputes transparently and in good faith

  
  If BBB accreditation is to retain meaning for consumers and businesses alike, companies that willfully ignore legal standards and BBB principles must be held accountable. We selected FreightCenter based on their BBB affiliation,believing it reflected a commitment to ethical business practices. What weve encountered instead is a company that knowingly charged a customer without documentation, refuses to provide transparency, and issues misleading statements to justify unjustifiable behavior.

  
  We appreciate the BBBs attention to this matter.
  
  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23231201
  
  I am rejecting this response because:

  
  **********************************
  Attachments
  May 11, 2025, 10:35 PM (9 hours ago)
  to me
  
  Thank  you for the opportunity to address this issue with Freight Center once more. To keep the process clear and focused, Ive attached a table summarizing our questions, Freight Centers responses to date, and the related legal, credit card, and BBB violations.
  
   
  
  I am sending the file in both Excel and pdf format. However, if you prefer to have this in a different format, please let me know.
  
   
  
  Our requests are very simple, clear and actionable:
  
  Immediate reversal of the $2,135.54 charge.
  Contact Roadrunner and provide answers to the following:
  Total inspection cost (billed by Epic Logistics, *******): Amount________
  Number of pallets/shipments on the trailer (trailer was operated by Titanium Tracking): Number ________
  % of inspection cost allocated to us: Number ________
  Alternatively, Freight Center can use the evidence we already submitted  to Freight Center to initiate a claim with Roadrunner for incorrect billing. We are happy to assist Freight Center in this process.
  If these questions are not answered directly, we will treat it as further evidence of bad faith.

  I am including below in blue a direct excerpt from Freight Centers reply.

  Freight Centers response, verbatim in blue:
  
  1-We have attached an invoice for your shipment showing the services performed. As you can see, the **** Inspection Charge is listed. This is false. This is not an itemized invoice and conflicts with information we have from Roadrunner.
  2-***************************** performed the inspection. This is a random inspection.
  3-We have no way of knowing how many shipments were on the trailer.  We just arranged the transport. The trailer may have been full, or your shipment may have been the only one on there.  There is no way for us to know. This is false. Businesses are required to provide itemized invoices for services provided.
  4-Again, we have no way of knowing the allocation method used to determine the inspection cost. This is false. Freight Centers customer service provides different information about inspection costs.
  5-We do not have access to the inspection paperwork from the inspection.  Customs does not share that with us.  This is false, as you might have noted, we were able to get this information from Customs. And the information we discovered confirms that Freight Center has engaged in credit card fraud.
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 05/14/2025

  Immediate reversal of the $2,135.54 charges
  This is a valid charge as FreightCenter was charged by the carrier.
  
  Contact Roadrunner and provide answers to the following:

  Total inspection cost (billed by Epic Logistics, *******): Amount $2,135.54

   
  FreightCenter has to cover operational costs on every shipment, so there is markup.
  Per a previous email, sent by you to our customer service department, and your previous response, we were able to get this information from Customs. You already have the cost to offload and reload the trailer. Were not sure why are you asking FreightCenter to supply this again.
  
  Number of pallets/shipments on the trailer (trailer was operated by Titanium Tracking): Number 1-See response below

   
  After contacting Roadrunner Transportation,we were informed that your shipment was flagged by Customs to be inspected. 
  This shipment was flagged by Customs when it was crossing the border. This can happen at random if the ********************** wants to physically inspect something prior to it crossing the border.
  This is not due to any fault of Roadrunner or the Broker clearing the freight. When these random inspections happen, they tell us what shipment they want to inspect. They unload the trailer at the border and charge the carriers for the unload/reload.
  Because it was only your shipment, you were charged for the entire amount.

   
  % of inspection cost allocated to us: Number 100%

   
  Alternatively, Freight Center can use the evidence we already submitted to Freight Center to initiate a claim with Roadrunner for incorrect billing. We are happy to assist Freight Center in this process.

  
  There is no claim to file. The charges are valid.
  
  We understand that you are not satisfied with the outcome.  We feel that we have addressed everything.  

  
  Thank you,
  The FreightCenter Team

• Initial Complaint

  Date:03/19/2025

  Type:Product 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.

  I contacted Freight Center and got a quote for expedited shipping and paid extra since I had to get the shipment and take samples out of it for my international business trip. This is the email quote I have from them Hello Dear i have some quotes to start and these are all with ABF. They're located at *******************************************************************. However, if you don't mind, I am happy to look into a few other carriers that are in the same area and see if they might be cheaper. Would that be ok, or do you want to lock in 1 of these options?I can pickup today and...#1- Guaranteed delivery Wed for $1450.00 #2- Standard delivery by 5pm Thursday for $1170.00 #3- Guaranteed standard service on Thursday by 5pm for $1360.00 My shipment was delivered 3 days late and I had to reschedule my international trip. I called them numerous times and the representative ******* ******* repeatedly lied to me and said she is trying to expedite the delivery process. I asked for a refund since they did not deliver their promised time and caused me a lot of emotional and financial distress. They refused refund and were rude. I asked a manager to call me with the resolution, they never did. I have emails that confirm the quotes. I need them to apologize and give me a full refund with additional charges for rescheduling my international flights.

  

  Business Response

  Date: 03/20/2025

  We apologize for your experience and thank you for providing us with your feedback.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we connect the shipper to a carrier.

  
  After reviewing your shipment we see that the FreightCenter Bill of Lading was not provided to the driver upon pick-up. This document is how the carrier knows to bill FreightCenter at our discounted rates. Our Bill of Lading will have the carriers quote number and required services on it. In your case Time Critical Guaranteed Delivery by 5:00pm. Because the FreightCenter Bill of Lading was not provided, the quote number was not provided, and the shipment was moved as a standard shipment.

  
  The delivery address on the Bill of Lading used was your residence. We arranged with the carrier to have your shipment delivered to your residence per your request.  You then went to the carriers terminal and picked up your shipment.
  These charges are valid as your shipment was transported and received.

  
  We hope this information helps clear up any confusion. Again, thank you for your feedback as it provides valuable information on how we can improve the customer experience.

  
  Thank you,
  The FreightCenter Team

• Initial Complaint

  Date:01/14/2025

  Type:Order 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.

  I am filing this complaint due to FreightCenters poor communication, lack of transparency, and billing discrepancies regarding my shipment.I arranged a shipment through FreightCenter after ***** Freight canceled my original request because I didnt have a freight account. ********************** quoted me $460, I paid it. During the conversation, the broker did not inform me the carrier. And later, the broker also did not inform me the fact their carrier has re-scheduled the pick up date.On the scheduled pickup date and time, a ***** Freight driver unexpectedly arrived. Assuming FreightCenter had arranged for *****, I provided the driver with the **** The driver confirmed it was correct, signed it, and took the shipment. The broker said ***** was not supposed to pick it up, it was for a different carrier, and they will let me know the price difference.After delivery, FreightCenter notified me that I would be billed for ***** Freights charges and quoted me $1,141.47, almost 50% higher than the $658.83 invoice I confirmed directly with ***** representative. When I requested proof of these charges, FreightCenter refused to provide the ***** invoice, claiming it was private and only accessible to their accounting team. And when I ask how would I know this charge is legit without an inoivce, ******* said I can trust them because they are a business FreightCenter representatives gave me inconsistent explanations about the charges, with some stating the $460 was a cancellation fee, while others denied it was billed at all. Their refusal to provide documentation, combined with their lack of communication and inflated charges, has caused significant stress and financial harm.Resolution Requested:1.Provide a detailed breakdown of the charges, including the actual ***** invoice.2.Adjust the final billing to reflect only the legitimate costs, without excessive markups.3.Improve transparency and communication in their services to prevent similar issues in the future.

  

  Business Response

  Date: 01/21/2025

  Thank you for your feedback and we apologize for the experience youve had.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we simply connect the shipper to a carrier.

  
  We contracted **** Transportation to transport your shipment.  It was stated on the Bill of Lading that was provided to you.  We do not have a contract with Fed Ex Freight at this time. It appears that Fed Ex Freight did not cancel your pick-up request.

  
  Your breakdown of charges is as follows:

  
  Original Shipment with **** Transportation: $460.00
  Price to transport with Fed Ex Freight: $646.47
  Total: $1,106.47
  Courtesy Discount on Fed Ex portion: $-196.47
  Updated total due: $485.00

  
  These prices include our costs and expenses. 

  
  We hope this clarifies any misunderstanding and if you have any additional questions, we would happily answer and assist.

  
  The FreightCenter Team

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22809570
  
  I am rejecting this response because:

  Freight Centers explanations keep changing, and at this point, I dont know what to believe. On the recorded line on January 13th at 6:45 PM EST, your customer service supervisor, *******, confirmed that the $1,100 charge was entirely for *****. She also stated there was no charge for **** Trucking because they didnt show up. ******* mentioned that if **** Trucking had shown up, they might have charged a small cancellation fee, but since they didnt, no such fee would apply.
  
  Now, youre claiming there is a $460 charge for **** Trucking, which suggests Im being billed the full amount for a canceled service despite them being a no-show. This directly contradicts what was previously stated and raises serious questions about the consistency and accuracy of your billing practices. I dont believe it is legitimate to charge the full amount for a canceled shipping service. Please provide the invoice from **** Trucking to show they actually billed for the canceled service, as well as the invoice from ***** for the shipment.
  
  You need to be prepared to provide evidence of these charges if I escalate this issue with a collection agency or pursue legal action. Please ensure all relevant documentation is ready to support your claims.
  

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

  

  Business Response

  Date: 01/24/2025

  Our apologies.  The price breakdown was not clear.

  
  Here is a clarification of the charges.

  
  The $460.00 for **** Transportation is the original cost paid and put toward the Fed Ex shipment.

  
  Then the additional charge to move with Fed Ex Freight $646.47

  
  Finally for the total charge to move the freight with Fed Ex Freight : $1,106.47

  
  Courtesy Discount on Fed Ex portion: $-196.47

  
  Updated total due: $485.00

  
  These prices include our costs and expenses. 

  
  Again, we apologize for the inconvenience.  Do not hesitate to contact us if we can be of any further assistance.

  
  The FreightCenter Team

  
  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22809570
  
  I am rejecting this response because:

  Freight Center *** has changed their answer yet again, which gives me every right to question the credibility of their inconsistent responses. Despite repeated requests, I still have not received any documentation to support these charges. Under 49 CFR *****, I have the legal right to access these records, and freight center is not entitled to withhold them from me. The requested documents include the invoice from ***** and the invoice from **** Trucking. Please provide these documents promptly.

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

• Initial Complaint

  Date:01/13/2025

  Type:Billing 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.

  I have paid for my shipment to Freight Center. They asked me a credit card auth form and I have provided for them JUST FOR 1 TIME USE!! I took a note on credit card form AGAIN THIS IS ONLY FOR ONE TIME PERMISSION! But after a while I have noticed there is another charge to my credit card from freight center! I tried to contact with them but nobody helping me, nobody returning my emails and calls! This unauthorized charge! It's ILLEGAL!

  

  Business Response

  Date: 01/14/2025

  We appreciate you taking the time to tell us about your concerns with your recent shipment with us.

  
  We understand billing adjustments are an inconvenient part of the shipping process, and we do our very best to ensure our shippers avoid them at all costs. Please note that all carriers verify the information provided on the cargo they handle. If there are any discrepancies between what was reported during the quote phase and the actual weight, class, dimensions,or services used as noted by the carrier, a billing adjustment is issued.

  
  With your shipment, the carrier found that the weight was 125 lbs heavier than declared when quoted.  The carrier also used a lift gate to unload the freight. If no forklift or dock is available, the driver will use the lift gate.

  
  We would be happy to dispute the charges with the carrier if you could provide documentation proving the weight of your item.  The acceptable documentation would be a manufacturer specification sheet.  We would also need proof of the receiver unloading the freight with a ***************** of the forklift at the establishment should be sufficient.

  
  Please let us know if you would like to proceed with a dispute.

  
  We realize that you stated on your credit card authorization form that it was for one time use.  By providing the form, you are accepting FreightCenters Terms and Conditions (which were included with the form).

  
  Please refer to our Terms & Conditions sections below. This should clarify any questions that you may have regarding charging your card, Quoted rates, payments, etc.
  X. Quoted Rate
  XI. Open Account
  XII. Initial Billing  
  XIII. Billing Adjustments
  XIV. Payment

  
  Please do not hesitate to contact us if you have any further questions.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22799776
  
  I am rejecting this response because:

  I have attached the emails about the quote. My quote was included "no lift gate" already! But the part of charge is about lift gate!

  I attached shipped item weight as well! 

   

  But the most important part, if you need to adjust the bill you should contact with me! You can not use credit card without my permission! Please check credit card auth form it says "JUST ONE TIME USE" it means if you need adjust or charge another bill you have to get my permission!

  
  
  Sincerely,
  
  Huzeyfe Aslan

  

  Business Response

  Date: 01/17/2025

  Thank you for getting back to us.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we simply connect the shipper to a carrier.

  
  The Estimate given to you by email is based on the information provided by you. Again, the carrier transporting your freight verifies all information on the shipment. If additional services are used, they are charged.

  
  When your shipment got to the destination, they had no way to unload the shipment from the back of the truck. (No dock or forklift)  Therefore, the driver used the lift gate.  There is an additional charge for that.

  
  We sent the information sheet to our disputes department to see if this can be used to dispute the additional weight. An email was sent to you with further instructions so that we can file that dispute.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22799776
  
  I am rejecting this response because: I the charge pn credit card from freight center not anyone else! I also keep asking but no one answering how you can use my credit card multiple times without my permission? 

  If I won't receive my refund you can be pretty make sure I will create small claim court case about unauthorized credit card charge!
  
  Sincerely,
  
  Huzeyfe Aslan

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Transaction date 8/22/24 $366.00 Additional charges I had to pay because their contracted truck driver took my pallet of merchandise to a entirely different person/location - there was NO bill of laden with my pallet when the driver took it. Spoke with Freight Liner representative ******* on 8/22/24 and she told me that the driver took it with someone elses pallets/merchandise. To correct the problem, she told me that I would have to pay a additional charge of $366.00 so my pallet/merchandise could be re-directed/delivered to me. I informed that this is a internal/logistic problem and I should not be charged. She said if I didn't pay the charges, I would not receive my delivery. I STRONGLY opposed this but paid the charges because I needed the merchandise for my business/customers. I am seeking your assistance to help resolve this issue and have the $366.00 refunded to me. Thank you for your help regarding this matter. Sincerely, *********************

  

  Business Response

  Date: 09/18/2024

  Thank you for your feedback and we apologize for the inconvenience and the experience youve had with FreightCenter.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we simply connect the shipper to a carrier.

  
  It is important that our Bill of Lading be given to the driver at pick up. It seems that it was not provided and the document used had a different delivery address.  This is where the additional charges came from. As you were not made aware of this, we will refund your credit card used for your shipment in the amount of the additional charge of $366.00.

  
  Again, we apologize for the inconvenience.  Do not hesitate to contact us if we can be of any further assistance.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/04/2024

  Type:Product 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.

  I’m writing to see if you can help me with a refund on my denied dispute with Freight Center. On June
  18, 2024, I requested a quote to send a palleted crate of vented aluminum tanks to AZ—a quote for $538
  was provided.
  
  July 17th, I scheduled to have the pallet picked up and received the bill of lading to attach to the
  pallet. The driver picked up the pallet and the shipment has been delivered to its final destination.
  
  August 1, I received an email entitled, “Your carrier reported a discrepancy with your shipment” with
  an invoice for an additional $288.84 that was automatically charged to our credit card. The invoice was for a
  liftgate on the truck used to pick up the pallet $115.38 and a charge for picking up the pallet at the
  residence $138.46, a processing fee of $35, see attached. I emailed Freight Center Customer Service and
  explained that we didn’t request a lift truck because we have a forklift at our location that we use to load and
  unload trucks. I was sent a dispute document to complete, which is attached.
  
  (more details in the attached letter)
  
  I’m not denying that the business location has a home on the lot. We use the garage for storage and the
  house for office space. I’m requesting a refund for the $288.84 because ******* used our forklift to
  load the pallet onto the truck and never requested the lift truck for the pickup.
  
  As a fellow Better Business Bureau Member, ******* would like to be treated fairly just as we have treated each of our customers for the past 46 years at this location. Your help is greatly appreciated. *** *** **** *****

  

  Business Response

  Date: 09/05/2024

  We apologize for your experience and thank you for providing us with
  your feedback.

  
  FreightCenter is a 3rd party logistics company; therefore, we do
  not handle or transport freight; we simply connect the shipper to a carrier. As such, the
  liability lies with the carrier because they are handling and transporting your
  cargo.
  We understand billing adjustments are an inconvenient part of the
  shipping process and we do our very best to ensure our shippers avoid them at
  all costs. Please note that all carriers verify the
  information provided on the cargo they handle and if there are any
  discrepancies with what was reported during the quote phase and the actual shipment
  transported by the carrier, a billing adjustment is issued. The carriers use software programs to
  indicate if a location is residential with a business.

  
  We did try to dispute the additional charges with the carrier and
  unfortunately they denied the claim.  FreightCenter
  is not an insurance provider and does not approve nor deny any claims. The
  claim is between the shipper and the carrier and they have final say.

  
  We are sorry that you and your business received an
  unexpected adjustment. We understand that it can be frustrating.

  
  What we would like to do is assist
  with the additional charges. 
  FreightCenter would like to refund you for the Residential Pick-up fee
  of $138.46, if that is acceptable to you. Please let us know and we will refund
  that to your card.
  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 09/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want my $288 back for unauthorized, and not true allegations made by the trucking company.  I'm not asking for anything out of reason.  I'm jut not willing to take less than what I deserve.  There is a law in the state of Ohio in recharges to the amount that can be charged over the original quote .  Maybe I should send the charges to ICC for review. JOE 
  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 09/16/2024

  Thank you for your reply.

  
  As previously stated, the carrier has the
  final say in all claims and disputes and we have no control over their decision.
  As we see it, you provided adequate documentation.

  
  As a courtesy, FreightCenter will
  issue a $288.84 refund to the credit card used for your shipment. 

  
  Again, we apologize for the inconvenience.  Do not hesitate to
  contact us if we can be of any further assistance.

  
  Thank you,
  The FreightCenter
  Team