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:11/27/2023

  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.

  DOT 2/28/2023 Payment ******* Booking number ******** Customer number ******* I was having items shipped from my deceased mothers estate and when items arrived there were broken items. There were to package the items and deliver safely and this did not happen. I have contacted the company several times and no response. Please help resolve this matter.

  

  Business Response

  Date: 12/01/2023

  Thank you for taking the time to share your feedback with us. Were sorry to hear that your shipment was damaged.

  
  Your items were shipped with a specialty carrier that moves unpackaged furniture and household goods.  The estimate you received was based on 1 piece of furniture and 5 totes.  The rate did not include the packaging of the totes. Additional valuation protection was not purchased. The totes were not packaged by the carrier, therefore, they wouldnt have been covered.

  
  When the shipment was signed for at delivery, there was nothing indicating damage.

  
  Your items were shipped and FreightCenter was charged for the shipment.  There will not be a refund.

  
  Again, we apologize for your experience as this is not the standard FreightCenter experience. If you have any additional questions or if we can provide further assistance, please give us a call.
  The FreightCenter Team

• Initial Complaint

  Date:10/30/2023

  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.

  On 01/02/2023, I spoke to 2 Freightcenter representatives about the fee they would charge me because ***************** was self-storage. I explained that it was my workplace. One of them said if I put the item on the curbside, they will not charge me. The driver arrived on the 4th he never enter to the facility not even the parking lot, I even lifted myself the package and put it inside the truck, then on 08/09/2023 I received an invoice stating that I owe *****, I immediately *************************** ***********************, she apologized when I asked her why it took this long sent that invoice I explained to her what happened back in 01/04/2023 and that I wont pay for something that didnt apply to me, she said something to the effect will look in to this but then a person from a company I dont have business with *********************** from *********************************************************** calls me at the begging of Oct, asking questions which I refused to answer and ask what it this about she didnt answer then on 10/12/2023 she then sent a letter to my old apartment even though I told her I dont live there trying to collect the amount of ****** and called again ******* and told her about what I have spoken to her and she said you refused to pay or file a claim ,then again another letter but this one treating me with if I dont pay the amount ******* 5 days will send me to the commercial collection attorney sent an email to claims 2freightcenter.com on 10/24/2023 and no response, also has been trying to call *********************** as stays on the invoice and doesnt work. then spoke to *** from customer services I asked her to transfer me to claims she didnt want to and just kept asking questions in a way I was forced to speak to her I explained everything again and she said that the company they have the agreement has up to 9 months to send them an invoice to which I said was inconvenient because now I can't get the footage proving myself and was never told I wasn't told about that.

  

  Business Response

  Date: 10/31/2023

  Thank you for taking the time to tell us about your concerns with your shipment with us from January 2023.

  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.

  We did review your shipment and calls with our agents.  It was discussed with you by two of our agents that storage facilities are deemed Limited Access by LTL carriers and incurs an additional charge. You did not want to pay the additional charge. Our agents informed you that the carrier can come back and charge the fee after the shipment is completed and you would be responsible for the charge, which you agreed to.

  An email with an invoice was sent to you on 1/11/23.Your card was attempted to be charged, per our Terms and Conditions, and it declined.  As this balance is still outstanding our accounting department reached out to you to collect.

  Your debt was transferred to a collection agency,*******************************************. At this point, all inquiries should be directed to them.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20801154
  
  I am rejecting this response because: I never received any email or letter informing about charge. First time I saw it was 7 months later in August. I demand to see the proof that you have that it was sent to me. Because like I said,Im not able to pull out video footage to show that I handled the package myself and the storage limitation doesnt apply because 1st it wasnt a storage unit that I had,that was my work place and second driver never entered the premises 
  
  Sincerely,
  
  ****************************

  

  Business Response

  Date: 11/08/2023

  
  We understand that you are not satisfied with our response.

  Again, you were advised that storage facilities are deemed Limited Access by our carriers.  It does not matter if it is your place of employment or a specific storage unit. 

  The Billing Adjustment invoice that you attached to this complaint is dated 1/11/23.  This is the invoice that was sent to you in January.

  Our system electronically logs all transactions performed in the shipment.  We have attached a screen shot of the transaction showing that the BA invoice was sent to your email address on file on 1/11/2023 at 2:42:45 PM.
  At this point, this debt is in the hands of *******************************************.
  
  The FreightCenter Team

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20801154
  
  I am rejecting this response because:

  file you uploaded doesnt open. And again even ******* admitted that the invoice sent to me 7 months later was supposed to be sent to me before. Yes it was a storage but just because is a storage you charge what you charged me? Whats the limited access means?  again no one put a foot inside the facility I loaded myself the package and that is something I was able to proof if this was notified by me. No letter was sent,no phone call and that email that is dated 7 months ago was never mailed to me. I truly regret the moment I used your services and trusted what ******* said to me,She just told me will send this to a department for a review and next thing you know a collection agency is trying to collect double the amount. Im willing to pay the original amount because this is affecting my anxiety to an extreme level. 
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:09/28/2023

  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.

  They quote you one price then charge your credit card another with no explanation! Even charged my card $600 for charges I did not authorize! They should be in jail for fraud!

  

  Business Response

  Date: 09/28/2023

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

  
  As you have done over 100 shipments with FreightCenter, you are aware that 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 reporting during the quote phase and the actual weight, class or dimensions or additional services used, as noted by the carrier, a billing adjustment is issued by the carrier.

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

  
  XI. Open Account
  XII. Initial Billing  
  XIII. Billing Adjustments
  XIV. Payment
  
  We hope this clarifies the additional charges and if you have any further questions, we would be happy to answer and assist.
  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20667883
  
  I am rejecting this response because: You quote one price on your web site then later bill the for more money then original quote before shipment even takes place. I have done over 190 shipments with another logistics company with out a single issue. I want credits issued for every single shipment as every one one was billed for services not rendered. I dropped these all of at terminal did not get picked up. Then I want my $600 you stole from me for shipping charges I did not agree to. You could start there. Then figure out how your website is giving me a quote and ******************************* later charges a much larger amount.

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

  

  Business Response

  Date: 09/29/2023

  Were sorry that you dont agree with our explanation about billing adjustments.

  
  Once your shipment is picked up by the carrier, they will weigh, measure and inspect your shipment somewhere along its transport.

  
  Again, the rates that you receive,whether on our web site or by an agent, are based on information that you provide. 

  
  Reviewing your account, we noticed that most of your shipments were created by you through our web site.  Your sales agent will review your shipment and verify the information that you provided. We aim to have the correct information to avoid any additional charges. We understand that this can be frustrating.

  
  There are many factors to receiving an accurate estimate.  Weight,dimensions, freight class, facility types and additional services utilized. After reviewing your account, we see that you had 32 billing adjustments out of 101 completed shipments. We found that they were mostly for the same things.  Residential deliveries, Lift gates at delivery, and additional weight.

  
  Again, the carrier sends FreightCenter a bill and you are charged for anything additional that was not included in the original quote process,

  
  The charges for your billing adjustments are valid.
  Thank you for taking the time to let us know about your experience. We pride ourselves in ensuring every shipper has a great, easy experience, and were sorry that was not the case for you.

  The FreightCenter Team

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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.

  We were quoted $397 to ship a large canvas painting. Quote was based on the measurements and weight we provided (32 lbs). Our credit card was charged the quoted price. About a week later, we received an additional charge for $1078.28 claiming the shipment was "verified" at 200 lbs. I am a 100 lb woman and I could easily lift this canvas with 1 hand. There is absolutely no way this painting was 200 lbs - the absurdity of that is confounding. I have since read reviews and this is a typical scam for this company. How are they allowed to defraud customers? They are hiding behind agreements that allow them to do this. What if they said it was 500lbs? Are they allowed to lie about the weight and charge anything they want?

  

  Business Response

  Date: 08/01/2023

  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 and if there are any discrepancies with what was reporting during the quote phase and the actual weight, class or dimensions as noted by the carrier, a billing adjustment is issued by the carrier. 

  
  After reviewing your shipment, we see that the carrier denied your dispute for the additional weight.  We would like to try again and refile another dispute with them.  The more documentation that we can provide, the better. Would you be able to provide us with a Bill of Sale and a packing list?  You can attach them to this document or email it to ***********************************. Reference your shipment # ********.
  
  If you have any questions, do not hesitate to contact us.
  
  The FreightCenter Team

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20400839
  
  I am rejecting this response because:

  The company quoted me a price to ship a CANVAS painting ($397) based on the weight (32 lbs) and dimensions I provided. This package was so light I could EASILY lift it with one hand. After shipping the package, they then "claim" the painting weighed 200 pounds and charged me an additional $1078.28. The absurdity of this is outrageous and their ability to conduct business like this with no consumer recourse can not be ok. I just hope the BBB has the authority to stop illegal business practices and protect consumers. My next stop is the ** ************************** I can't imagine anyone wants a company like this doing business in ******* or anywhere else. They are preying on trusting consumers who assume they will not cheat them. And yes, I know the contract says they can do this but they should be required to LEGITIMATELY verify the weight. 

  PS I've attached a picture of the canvas painting so you can see the material 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/14/2023

  Were sorry that you are not satisfied with our response.

  
  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.

  
  Your quote is just that, an estimate based on the information that you provide.

  
  We would like to help you resolve your issue, however, there are procedures that must be followed.  Documentation is necessary to file the dispute with the carrier. Pictures are not enough. The Bill of Sale and packing list is proof of what was shipped.  Without those, the carrier will not even consider the dispute.

  
  Unfortunately,if you cant provide the requested information, we cannot file for the overcharge.

  
  If you have any additional questions or if we can provide further assistance, do not hesitate to contact us.

  
  Thank you,
  The FreightCenter Team

• Initial Complaint

  Date:05/18/2023

  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.

  On March 14, 2023 we secured a freight shipment with Freight Center. The shipment we authorized was from ********, ** to ********, **. We were charged for that shipment and were sent a *** to print and give to the driver. ******* we were sent was incorrect (it was for a shipment we did the prior year to ********). The shipment ended up in ******** and was delayed over a month and a half before it was finally delivered to ********. We lost a major customer due to this and ********************** kept charging our credit card (for the shipment to ******** from ************ and from ******** to ********). They did refund ** the original shipment charge to ******** ($477), but charged ** $1540.47 on 4/15/23 and another $504 on 4/26/23. Neither of these charges were authorized or approved, they just kept charging our credit card on file. I contacted the business and pointed out their error (proof they sent the wrong ***). They told ** it was our fault for not checking the *** (we are a small non profit that only does 1 or 2 large shipments like this a year, we were just following instructions from them). This was a new process by their company, we had labeled our shipment correctly on the pallet (correct address, etc). They refused to let me talk to the supervisor of the supervisor and only offered ** a $500 refund (of the $2,044 we had been charged). I found this unacceptable since it was clearly their error. I would have been willing to split the charge ($1,000 each) but they wouldn't budge. A company cannot keep charging a credit card without authorization which is why I'm seeking a refund of our entire shipping charges.

  

  Business Response

  Date: 05/23/2023

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

  
  As you are aware, FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight;we simply connect the shipper to a carrier and offer our discounted rates.  It is imperative that our Bill of Lading is given to the driver at pick up. This is how the carrier knows to bill FreightCenter at our discounted rates and where the freight is going, what you are shipping, etc.
  It is ultimately the customers responsibility to retrieve the shipping documents from their FreightCenter.com account and print them to give to the driver at pick up.  The agent emailed yours to you as a courtesy.  If the documents were incorrect, that could have been rectified immediately had we been contacted.

  
  Once your shipment is processed and your pickup is requested with the carrier, you receive an email instructing you to log into your FreightCenter.com account and download and print the Bill of Lading. At the bottom of the email,it states to review for accuracy.

  
  Your shipment was transported by the carrier from ** to MI and from MI to **.  The carrier charged for that transport therefore, FreightCenter charged your credit card.  FreightCenter did refund you for your original shipment from ** to ** as that transport never happened.  FreightCenters Director of ************* did offer you a $500 refund, which you did not accept.

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

  
  XI. Open Account
  XIII. Billing Adjustments
  XIV. Payment
  We hope this clarifies the charges from the carrier. Do not hesitate to contact us if we can be of any further assistance.
  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20076345
  
  I am rejecting this response because: The only Bill ** Lading we were given was emailed by the company to us.  They did not tell us this was a courtesy only and we were supposed to print it ourselves from their website.  This was a recent process initiated by the company, the prior shipments we had done with them this was not a requirement (we just had to put the ship to address on the pallet).  We had the correct ship to address on the pallet, but were emailed the wrong BOL and were told by the agent to print it and give it to the driver.  We are out over $2000 in shipping costs due to this error.  $500 was not a sufficient refund offer.  We would accept $1000 but the company was unwilling to offer that.  That would be sharing 1/2 of the responsibility, something that I still feel should be 100% on the company for their error.  

  Communication was terrible with this company, they charged the credit card multiple times without my authorization, and their customer service is atrocious.  We are a small non profit that is losing money and we cannot absorb $2000 of shipping costs that were the fault of the company, not ours.  

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

  

  Business Response

  Date: 06/02/2023

  We apologize for any dissatisfaction you may have experienced with our previous response. At our company, the use of a Bill of Lading is a standard procedure that has been implemented for many years. This document serves as proof of shipment and enables our customers to benefit from our discounted rates. Labeling the pallet is not considered sufficient in this process for the carriers. The Bill of Lading, which is signed by both the driver and shipper, plays a crucial role in routing the freight with our carriers and facilitating the invoice generation in their accounting department.
  If you received an incorrect Bill of Lading via email, we encourage you to reach out to ** promptly so that we can resolve the situation.
  We have noticed in our shipment log that you accessed your FreightCenter.com account and downloaded ******* packet on 3/14/2023 at 2:15:55 pm, 2:15:58 pm, and 2:50:20 pm. Furthermore, we have also received an email from you mentioning that you did not "double check" the paperwork.
  Again, we did try to offer a discount, but was denied. Currently, the charges are valid.
  
  Thank you,
  The FreightCenter Team

• Initial Complaint

  Date:04/03/2023

  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.

  Around 2/3/23 I called Freight Center **** to get a quote regarding shipping my transmission from ***** to *******, she stated itll be $386.00, and will be picked up on 2/06/23 then called On 02/07/23 and changed pick up date to 02/10/23 and stated it will arrive in ******* on 02/17/23. I agreed and paid the $386 fee on 02/09/23.. it was severely delayed and did not arrive until 02/27/23. Order was completed, I didnt not hear feed back from Freight Center **** Then, more than a month later on 3/31/23 my credit card gets charged again from Freight Center *** for $193.33. I called and they rep I spoke to stated per the contract they can change the price.. I didnt authorize them to keep my credit card on file or to push another charge thru. I was not notified of any price change either.

  

  Business Response

  Date: 04/12/2023

  Thank you for taking the time to share your feedback with us. Were sorry to hear your experience has been frustrating.

  
  As you mentioned, FreightCenter is a 3rd party logistics company. The way a 3rd Party logistics company works is they do not move freight but coordinate its transport between our customers and the carriers that we have a relationship with while passing on our discounted rates. We cannot control the pickup dates or transit time.

  
  You stated that your shipment was picked up lateand was dropped off over 2 weeks late. The shipper of your freight requested that we schedule the pickup from the carrier on 2/10/23 instead of 2/8/23, as it wouldnt be ready until then. Transit times are estimates. There are a lot of factors that can affect transit.  Weather is usually the number one reason for delays especially in the northern ** (*******) in February.

  
  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.

  
  Delivery into a residential area is much different than a commercial office or warehouse. Extra labor and time are incurred to maneuver through neighborhoods and unload the freight. To compensate, carriers charge an added fee.
  Since this was not included in your quote, the carrier added the additional fee to an invoice after the shipment was delivered, this is then sent to FreightCenter. Generally, they are sent to us 30 days after the shipment is complete. At that point, FreightCenter processes the additional fee from the carrier and passes on the invoice/charges to the shipper. 

  
  Because it was not make clear to you that this could happen, as a courtesy, we will refund your credit card for the additional charge of $193.33.

  
  Again, we apologize for the misunderstanding and hope that this clarifies the fee charged from the carrier.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 04/13/2023

   
  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:12/09/2022

  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.

  12/06/22 FreightCenter give me a quote on 33 piece of medium size plastic container and 2 bicycles for shipping from ***** ******* to ********** ******** for $727. Three days past, and no truck for *****************, the company third party ***** Express never showed up. Finally ABF/Upack truck came but refused to pick up because my things werent on pallets, Freight Center never mentioned l needed pallet, load my things on and salifin wrapped them. Im left out of $727 expenses my things are going to be thrown out of the storage because no money. In addition FreightCenter is going to take 20% off the $727 for cancellation fee which is not my fault. Im going to file police report for fraud against FreightCenter. Finally the company manager asks me to call UPack moving company to bring pallet for my things, which will start a completely new request so ***** her who would be paying UPack, because l dont have any money my things will be thrown out by the end of the month. too many of these are happening. Please assist me with getting my money. Thank

  

  Business Response

  Date: 12/13/2022

  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.

  
  As a Third-************************ FreightCenter requests a pickup from the freight carrier on the requested day. Unfortunately, they dont always make it to pick up on that requested day. When this happens, they will roll it over to the next day.

  
  We realize this can be frustrating. Please understand that LTL carriers are experiencing challenges meeting deadlines due to capacity issues and labor shortages.

  
  We looked into your shipment and see that you spoke with 2 different sales agents.  One on 12/6/22 and the other on 12/7/22.  After listening to the calls, it was discovered that both agents discussed packaging with you and explained that your plastic containers and bicycles needed to be secured to a pallet. Freight carriers will not take 33 loose pieces.

  
  The ******** Service agent and the ******** Service Director pointed you in the direction of using UPack, however,you would have to contact them directly as we do not have a contract to use them. UPack is a container that you could pack your containers into without them being on a pallet.

  
  Your shipment was cancelled on 12/9/22, and your credit card refunded at 80% per our cancellation policy.

  
  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: 01/03/2023

   
  Complaint: 18547926
  
  I am rejecting this response because:

  Good day. I didnt know l had to respond to their explanation/comment. Because they are not taking responsibility for the 20% they deducted claiming they are 3rd party. No its not resolved. 

  The Freight Center must return ALL my money since they did not provide what they promised. Shipping my stuff/relocating, they failed why why should they charge???

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

  

  Business Response

  Date: 01/03/2023

  We understand that you are not satisfied with the outcome. 

  
  Our Terms and Conditions were accepted by you on 12/7/22 when you created an account with FreightCenter.com.

  Please refer to our Terms & Conditions sections below. This should clarify any questions that you may have regarding our cancellation policy.
  XXVI. Cancellation of Services
  
  We hope this clarifies the cancellation fee.

  Do not hesitate to contact us if we can be of any further assistance.

  
  Thank you,
  The FreightCenter Team 

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair 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.

  Hello Pilot Freight is telling me that because I'm not listed as the billable party for this shipment. Claims are a direct reimbursement of monies exchanged between Pilot and its customer. Please reach out to your place of purchase to proceed. How do I get my refund? It is said that the transmission has been returned back to the seller. Confirmed with video proof by the drop off location ***************, ***************** pilot came by and picked it up. Contact them or your purchasing company. So now ****** the Seller is not communicating with me due to use a 3rd party which is your company who purchased it from them. Please get back to me asap. Pilot resolves all claims with the billable party of the shipment - in this case Freightcenter. The consignee will have to pursue his claim with Freightcenter.Pilot confirmed, again, with the delivery driver that the shipment was delivered to the destination **************************** Dealership and have a signed Proof of Delivery.

  

  Business Response

  Date: 10/20/2022

  Thank you for taking the time to let us know about your experience and providing 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.

  It appears that your transmission was delivered to **************************** as you requested and confirmed by our **************** Manager on 7/15/22 and they were holding it for you to pick up in their parts department. She then contacted you on 7/15/22 at 2:26 pm,to make you aware. In other words, your freight is not missing.
  
  As it wasnt picked up, **************************** did have Pilot pick up the transmission and they contacted FreightCenter to find out what to do with it.
  
  At this point, we contacted you back via email to find out what you wanted done with your shipment. Arrangements for you to pick up your transmission at the Pilot terminal in Miami have been made.

  
  Were glad that we were able to get this resolved.
  
  Thank you,
  The FreightCenter Team
  

• Initial Complaint

  Date:08/26/2022

  Type:Sales and Advertising 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.

  I was quoted $268.00 for a 150lb shipment with measurements of ***** cu ft which I authorized payment for on 4/25/22. On 7/5/22 I was charged an additional $188.85. I immediately called when I received the invoice and Freightcenter did not know what the charges were for. A ticket was opened, **********************, and I still have not received a response to this date. FC states that any disputes must be filed within 30 days of delivery or they will be denied. In order to circumvent disputes, FC charges your account well past the 30 days so they can automatically decline your dispute. I officially disputed via email on 7/6/22 to no avail. I have called and emailed multiple times with no response. I filed a dispute with my CC company for unauthorized charges and FC stated that they made a mistake when quoting and the company they were using to ship does not service the area my package was being delivered to. FC passed the cost of THEIR MISTAKE onto me and charged my CC without authorization. I was not contacted about the error and extra charges that would be incurred. If FC did their job properly then I would have been contacted before shipment and I would have declined and went with another company. I have contacted National Account Managers and they answer and cannot speak because they have "meetings" and I am promised call backs which never happen.Shipment ID ********

  

  Business Response

  Date: 09/09/2022

  Thank you for taking the time to share your feedback with us. Were sorry to hear your experience has been frustrating.
  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 reporting during the quote phase and the actual services provided, as noted by the carrier, a billing adjustment is issued by the carrier.

  
  With your shipment, the additional charge was added because the terminal for delivery to ************** is in ******* and was beyond the standard distance. This carrier charges for that. Normally, this charge is included in our rate, but there may have been a glitch in the quote request, and it was not added.  We did try to dispute this charge with the carrier, but they deemed it an accurate charge.

  
  We have credited your credit card on 9/8/2022, in the amount of $188.85 for the additional charges as it was an error that neither of us knew should be added to your shipment.

  
  Please refer to our Terms & Conditions sections below. This should clarify any questions that you may have regarding charging your card.
  VI. Accessorial Services
  X. Quoted Rate
  XI. Open Account
  XIII. Billing Adjustments
  XIV. Payments

  
  Again, we are sorry for the inconvenience, and we are happy we were able to get it resolved.
  
  Thank you,
  The FreightCenter Team

  
  

  Customer Answer

  Date: 09/09/2022

   
  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,
  
  *****************