Complaints

This profile includes complaints for Nolan Transportation Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nolan Transportation Group, LLC

  244 Perimeter Center Pkwy NE, 4th Floor Atlanta, GA 30346

• 

  Nolan Transportation Group, LLC

  PO Box 931184 Atlanta, GA 31193-1184

• 

  Nolan Transportation Group, LLC

  414 Union Street Nashville, TN 37219

• 

  Nolan Transportation Group, LLC

  4401 Leeds Avenue North Charleston, SC 29405

• 

  Nolan Transportation Group, LLC

  2460 W 26th Ave Denver, CO 80211

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:05/25/2025

  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.

  Hi, I booked a load on 12/31/24and the delivery was on 1/2/25 with this. Broker and I went to the delivery and the receiver told me the Load was scheduled for 1/6/25 and reached out them to give them an update and nobody answered for the calls or replies to my emails after waiting for 10 hours I left the receiver and brought the load back by emailing them about the location of the load and I waited for them to get back to me. It was next day that I received an email saying that they are working on this issue and they will get back to me every time. I will email themto get an update and what I get is a an email that will escalate this issue and if anything come available, they will let me know so this Broker called on the 1/10/25 in afternoon and I asking me to take the load back that he has a new schedule which was the 1/11/25 at 7 AM which I requested to pay me for holding my trailer up and if my demand are not meet I wont move 1inch to deliver this load and every time I emailed them I send them the address of the load and he told me I must take this load and deliver before he can approve my demand whichI refuse, and he told me he will consider this as holding the load on hostage, and I reply to him that this load has the location which I provide to him from the day one so I did not take the load to deliver that day bc he did not provide me the revise recon on 1/13/25 he send me the revised recon where all my demands were meet and I went deliver the load on 1/21/25 Come back after delivering I sent him the *** and he sent me new revise recon by cutting my rate and a half and went on highway put watch dog on my MC, which is hard now to get work and the market right now is notgood. Its hard for me to cover my bills because of this and I need help for this case I will provide all the emails I received from them and I sent to them so you guys will know this company are just there to ruin us Can somebody help me about how to remove the wash dog from my MC thanks

  Business Response

  Date: 05/29/2025

  Good morning, 

  We acknowledge and empathize with the challenges you encountered in your dealings with NTG. It appears that a breakdown in communication regarding appointments led to the need for a layover. However, we want to address the concern raised regarding the situation as a hostage scenario.
  
  A "hostage load" entails the withholding of delivery of a shipment as security for the fulfilment of certain conditions. In this case, the condition specified was the inclusion of a layover fee of $400 per day and redelivery fees. It is important to note that our standard layover rate, as outlined in the rate confirmation document, stands at $250 per day.
  
  Regarding the missed second delivery appointment, it came to our attention that this was a deliberate action on the part of your team in response to unmet demands.
  
  An updated rate confirmation has been issued to reflect the agreed-upon $250 per day layover fee for the nine-day period. This adjustment compensates for the discrepancies surrounding the appointment dates.

  Regards, 

  Customer and Carrier Experience Team 

   

   

• Initial Complaint

  Date:04/14/2025

  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.

  1. They are double charging on the amount of weight that is over the estimate 2. The weight overage is half of what they are saying it is 3. They have added my employer on the invoice as owing this 47 dollars

  Business Response

  Date: 04/18/2025

  Good Morning ********* we apologize for this dissatisfactory experience and will start working on a resolution for you. We will reach out if we need additional detail from you to resolve.

  Moving forward you can send billing inquiries and disputes directly to ******************************************** so our Customer & Carrier Experience team can work on items like these in a timely manner and quicker turnaround.

  Thank you,

  Customer & Carrier Experience Team

• Initial Complaint

  Date:02/06/2025

  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.

  Nolan Transportation provided us with a freight quote which we accepted. They shipped the product for us. The phone number that we provided for the consignee was copied down incorrectly by Nolan. We provided the correct phone number. Several weeks later they charged us about $1,000 for storage due to the carrier not being able to contact the consignee. We were never asked during the 2 week storage period for alternate contact info. But, according to Nolan, they were aware that storage charges were going to begin and they still didnt reach out to us. To reiterate, they had the correct phone number from us but wrote it down incorrectly. And even if it we did provide a bad number, all they had to do was call or email us to correct it. But, clearly they wanted storage charges to accrue so that they could make more money. We disputed the charge 4 months ago. They ignored our emails 4 times during the course of 1-2 months. Finally on 12/18, they said they would get to the bottom of it. They never replied since. Then they sent us the invoice again a couple days ago and we disputed it again. They said they would get to the bottom of it again. But, instead of doing that, they simply charged our credit card for the full amount today. And the sales **** and accounting people never get a manager when you ask for one. Its very rude.

  Business Response

  Date: 02/07/2025

  Good Afternoon,
  
  I sincerely apologize for the negative experience you had with us. Please know that this falls short of the high standard of service we aim to deliver to all our clients.
  
  Upon looking into the issue, I have worked with the management team to arrange a full refund of the storage charges to your credit card. Additionally, a member of our management team will be in touch with you to personally extend our apologies.
  
  It is evident that there was a significant breakdown in communication on our part, and I assure you that we have taken immediate internal measures to rectify this issue and prevent any recurrence in the future.
  
  We truly value your feedback and hope to have the opportunity to regain your trust in our services. Should you have any further questions, please reach out to us at *****************************************************************************. 
  Thanks, 
  Customer and Carrier Experience Team

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22909589
  
  I am rejecting this response because:

  I know the business wont do anything internally. It is clear they ****** an environment where profits are prioritized. I had to deal with 3 different representatives from the business and ALL three ignored my emails. They ignored my question that I asked 5 times. They ignored my request for a manager, every single time. If it was once and one person, sure, that might be an anomaly. But half a dozen times I was ignored and 3 different people. This is the culture created by this business. Talk is cheap. 
  
  
  **** *******

  Business Response

  Date: 02/10/2025

  Good Morning, 

  I understand that you are not satisfied with our response. However, I can assure you that this has been addressed. Our Sales manager ****** *******, tried to contact you at the number that you provided on your complaint and left a message. He would be happy to answer any questions you have regarding the handling of this matter. If there is another phone number your wish us to contact you at please reach out to us at ********************************************* The refund was issued on Friday to your CC, so you should be seeing that hit your account. 

  Again, I apologize for the inconvenience this has caused. Your feedback has allowed us to better understand some gaps in our management. 

  Best, 

  Customer and Carrier Experience Team 

  Customer Answer

  Date: 02/11/2025

   
  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:12/06/2024

  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.

  We made one transaction with them on October 15, 2024 for $353/-, and the amount was paid using our debit card.They saved our card number and made multiple fraudulent transactions over the next two months, as follows:Oct 15: $189.00; Oct 18: $122.51; Nov 7 : $814.97; Nov 13: $105.91.We finally had to call the bank and block the card. The gave their accounting person's contact (****** *****: ************). After making multiple attempts to reach her, rather than calling us back, she blocked our number. Reached their billing department, who communicated over email and told us that there were some invoices that were charged. But the invoices they provided were irrelevant to the business /amount charged to the card. After pointing this out, they stopped responding to our emails.This company has stolen over $1,200 from our bank, and we are asking for a refund. Since the card was a debit card, we cannot simply dispute the charges and get the money back.They can simply refund the amount, but refuse to acknowledge fraud. Attached is the text of emails, and two months of bank statements, highlighting their charges.

  Business Response

  Date: 12/06/2024

  Good Afternoon,

  Your account appears to be on Pre-Pay via Credit Card with Payment Terms of 0 Days so all quotes are charged to the card on file once the shipment is booked. The first two charges you mentioned were the quoted rates for shipments you requested.

  $353.00 - This was the quoted rate for BOL# FPA01209517 (*************, ** to *********, ** with TForce) which was charged on 10/10/2024.
  
  
  $189.00 - This was the quoted rate for BOL# FPA01209518 (*************, ** to ************, IN with Central Transport) which was charged on 10/10/2024.
  
  These other 3 charges below were due to additional fees added by the carrier. *** quotes are an estimate of freight charges based on the exact information provided by the customer. Any additonal fees caused by incorrect or missing information provided by the customer are subsequently passed on to the customer. We notify the customer of the additional charges prior to charging them, in case they have any questions or disputes. These emails instruct the customer to respond within 2 business days if they have any questions or wish to dispute and advise that if no response is given, the charge will be added to their invoice. Since they are a credit card/pre-pay customer, the card on file is then charged once the fees are added.
  
  $122.51 - This was for an additional charge on BOL# FPA01208861 due to a Residential Delivery Fee. We notified the customer of the additional charge on 10/8/2024 but we never received any response from the customer, so their card was charged for the fee on 10/17/2024.
  
  $814.97 - This was for additional Liftgate, Redelivery, Reweigh, and Limited Access Fees on BOL# FPA01209518. We notified the customer of these charges on 10/28/2024 but we never received any response from the customer, so their card was charged for the additional fees on 11/5/2024.
  
  $105.91 - This was for an additional Liftgate fee on BOL# FPA01209517. We notified the customer of these charges on 11/4/24 but we never received any response from the customer, so their card was charged for the fee on 11/13/2024.
  I've attached a copy of all the notifications where the customer was advised of these charges.
  

  Please see attachments. 

  Should you have any further questions, please reach out to us at ********************************************* We would be happy to assist. 

  Regards, 

  Customer and Carrier Experience Team 

• Initial Complaint

  Date:11/19/2024

  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.

  We shipped a pallet with them on 11/08/2024. We where told this would be a 1 day delivery since its not a long ************ its 11/19/2024 and they have not delivered the pallet. They don't help us locate the pallet.I just called them and had to wait for many minutes. They told me this:The *** told me that the pallet was delivered to the "Destination Terminal" Then WITHOUT giving me a chance to ***ly he transferred me to this destination terminal. I have now been on hold for 30 minutes and 48 seconds. I called the main number again and have been on hold to talk to a *** for 13 min.

  Business Response

  Date: 11/20/2024

  Good Morning, 

  After looking into the attached PRO number I am showing that our representative **** is handling this to the best of her ability. **************** merged with *** who just recently merged with *************. We are in contact with our National *************** one of his responses, he stated "FYI, since the cutover of the *** operation to AACT, volumes have far exceeding projections and were currently working out of it. We were able to reset coming out of the weekends but still work to be done to get to a current status."

  We understand the importance of getting this taken care of and are doing everything we can to get this resolved quickly. 

  Should you need anything further please feel free to copy in ******************************************** on your communication with our teams.

  Regards, 
  
  Customer and Carrier Experience Team 

• Initial Complaint

  Date:11/14/2024

  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.

  Hello. We are carriers that provide transportation services. The load# ******* that we were hauling for NTG was delivered 11.05.24 and during the delivery, our contractor was on the delivery location for 4h 35min. NTG have policy to pay detention after 2h of waiting time on pick up or drop off location. They pay to us only $10 for waiting more then 2h and detention should be more than that. That $10 that they pay to us we consider as offend and it's a shame that the brokers that we spoke to acting unprofessional.

  Business Response

  Date: 11/15/2024

  Good Afternoon, 

  According to the rate confirmation that was signed for this load, *** tracking was required for any accessorial for this load. Since this load appt was at 1300 and your *** confirms that you left the facility at 15:16 only 15 minutes of detention of the load resulting in 10 dollars of detention. 

  I have attached the *** for your reference and the rate confirmation line that states these policies.

  Regards, 

  Customer and Carrier Experience Team 

  Customer Answer

  Date: 11/15/2024

   
  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:09/09/2024

  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 shipped a pallet which clearly showed the address destination that read " Illinios State Fair/***********************." I was quoted using this address. It is on the bill of lading provided by the broker. The pallet shipped and was recievied without incident. Much to my surprise, I recieved an adjustment for ******. The reason being was beacause it was shipped to the state fair! They new that when it was quoted. I disputed it with the company and they informed me that if it goes to a fair grounds they have the right to charge more. They then said it was their mistake but I had to be charged anyway and that even if they were to refund me the money in question that I would have to be charged more because they didnt know I was shipping batteries which again is on the **** I called and spoke to a "manager" named ****** who offered me a credit towards another shipment. I refused. She asked me to respond to her email requesting my money back which I did. While waiting for her reply someone emailed me by the name of ******, offering to settle for ****** and that my account had already been credited. Never happened. I then recived an email from ****** who said after careful review I get nothing. These people are a fraud. They have changed there name I'm told because of complaints for doing this exact same thing. I was quoted and I shipped using the same address. There quote was considerably less and when I asked why they told me it was a new company with better rates. The invoice was adjusted solely for profit and no other reason. The address was given correctly at the time of quotation as well as the material being transported which was batteries. They claim they knew neither! How is that when they printed out the bill of lading? This is fraud and I intend to follow up with the ************************ as well as dispute the charge with my credit card company. This is clearly an example of deceptive business practices.

  Business Response

  Date: 09/12/2024

  Good Morning, 

  I am sorry to hear that you had a poor experience working with us. We have been accommodating from the initial interaction that you had once you received the email from the billing department. Unfortunately, since this was delivered to trade show there was an additional accessorial fee that needed to be added post delivery. We do our best to quote with the information that is provided. 

  Upon you reaching out to our billing department, we refunded you for the 2 additional fees. The first fee being the limited access fee that was received due to this being delivered to a storage facility and the Re-Class fee that was given since this was Exhibition material. Both fees, totaling $192.80, were refunded to you on 9/6/2024 and take 3-6 business days to show up in your account. 

  Should you have any further questions, please reach out to us at ********************************************.

  Regards, 

  Customer and Carrier Experience Team 

• Initial Complaint

  Date:08/22/2024

  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.

  I was blacklisted from NTG over a year ago because they were going to force me to keep a load a whole weekend after they had booked the wrong appointment and I already had plans with my family at home. They tried hard to blame it on me. I was upset but wanted the issue resolved and I moved on. No hard feelings, nothing personal. I was still willing to move their freight because it was the first time an issue like that had happened. Nevertheless they blacklisted me and dont even respond to my emails about working again. Sad but speaks volumes!!!

  Business Response

  Date: 08/23/2024

  Good Morning, 

  I apologize that you have had a hard time getting in touch with us. Please email us with your MC number to ******************************************** and we would be happy to assist you. We have recently changed some of our compliance rules which may be prohibiting you from working with us. If you send us your information we would be happy to assist in a timely manner.

  Regards, 

  Customer and Carrier Experience Team 

   

• Initial Complaint

  Date:05/14/2024

  Type:Product 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.

  We have moved a load for NTG back in August 2023. It is been 9 months that we are trying to get paid for our service. NTG providing false information about check shipment that we never receive. We have received all checks from other brokers. Why only NTS's check is not arriving? Maybe they never ship it? When you call they are checking status for 2 weeks, pretending that they reissuing another check next month and so on. After all manipulations NTG requested to Voided check. We sent it! Another Game. We still did not receive any payment! Requested sign up for Beon we tried but system is not taking! Contacted support team, carrier relations team but got no response just closing the tickets each time we created. Avoid this broker!

  Business Response

  Date: 05/20/2024

  Good Morning, 

  I sincerely apologize for the delay. A new check was issued on 5/17 under check number *******. If you do not receive this check by next week please email us at ******************************************** and we would be happy to help trouble shoot. Again, I apologize for the inconvenience. 
  
  Best, 
  Customer and Carrier Experience Team  

  Customer Answer

  Date: 05/23/2024

  We have received check and waiting to be cleared. We will let you know once the check is cleared. 

• Initial Complaint

  Date:04/29/2024

  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.

  DO NOT SHIP WITH THIS COMPANY - Although the NTG website and sales staff claim that their shipments are insured for $100,000 each, NTG does not pay their insurance claims. We are furniture manufacturer in ********* and have shipped freight daily during the last 40 years. We have much experience with hundreds of carriers, and with freight insurance, and with the occasional damage. In July of 2023, NTG picked up and order from our factory. This was an important and expensive shipment, so we purchased additional insurance from NTG in the event of any problems. Unfortunately, the NTG driver accidentally dropped a heavy cabinet from the back end of the truck during the delivery. There were many witnesses to the accident, photos were taken of the damage, the cabinet was completely destroyed, and the damage was noted on the **** There is no more clear case of liability on the part of NTG and their carrier than in this case, with or without insurance. NTG did not respond to our many, many phone calls and emails for 10 months and refuses to honor our claim; our only recourse is to take them to court and to let others know. Insurance is only as good as the people who make you the promise. There are many other good and honest carriers in the business - DO NOT SHIP WITH NTG.

  Business Response

  Date: 05/01/2024

  Good Afternoon, 

  We have been in contact with the customer regarding the claim on Load Number NTG LOAD #*******. I am currently waiting for a response from our claims team regarding the status of this claim. As soon as we have a response, we will be back in contact with the customer. 

  Regards, 
  

  Customer and Carrier Experience Team