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:04/13/2023

  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.

  ******* ********* Services LLC and H**36313438**37373038H H3139343033**3134**31H H333037363839**353733H had an agreement to haul a reefer load from ********, ******* to ******, *****. The original amount of the load was. $1200. On April 7th we received emails from broker wanting the truck to arrive at warehouse early so driver arrived at 10 am. When driver arrived, ******* stated the product was not ready and would call him once they could get him to a door to start loading. We updated the broker regarding the product and advised to keep them updated. After a couple of hours, we again asked broker to reach out to shipper for an update, this was through email, broker did not respond. So, I had to call. All of their calls ** recorded, well that's what message you get when you call in. ****** stated they would reach out to shipper, which they did not because we had to contact them ourselves. it is 1 pm now and product is still not ready. We waited again for another 2 hours; shipper finally called truck to door # **. They did not start loading. We again contacted broker and ************************* stated we were given incorrect information on this load. The pickup time for this load should have been 7-8 pm and not 7 am as rate confirmation clearly shows. We were told this information at 4 pm after being there for 6 hours. We advised that we continue to wait. At 6 pm shipper went to truck and advised product was still not complete, but they would be loading as they prepared the product, product was chicken tenders. They finished loading at midnight, but truck could not leave until temperature reach the required temp of 24. Throughout the day we made it a point to clarify detention for having to wait to be loaded. 3 different agents advised that detention was $50 an hour after the first two hours at shipper. I also put it in an email, but broker did not respond. I spoke with *******, ****, who actually sold us the load and I spoke with ****. These 3 individuals stated we would not have any issue receiving the detention.

  Business Response

  Date: 04/13/2023

  We offered the carrier a truck order not used in the amount of $150 if they did not want to wait. The carrier called in and said they wanted to wait instead. We advised the carrier that we would not pay more for the additional waiting time. They said no problem. Once the load was picked up, and delivered we were called, harassed, threatened to give an additional $1000 or they would come and file a BBB report. We do not tolerate threats from carriers that lie, and will not be held hostage by them either.

  Also, after many discussions the carrier agreed that $150 was a fair rate for additional compensation. We sent a new rate sheet for load ***** with the $1200 linehaul rate, $100 lumper fee, and the additional $150 agreed upon. The carrier even signed the new rate sheet which is attached here agreeing it was a fair compensation

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19926577
  
  I am rejecting this response because: the information the broker has provided you is untrue. Those conversations did not take place as they have stated. We were only given $150 on detention versus the $600 we are due. We never asked the broker for $1000. Again their calls are recorded. The only reason we sign the rate confirmation is to bill the load. If we don't sign it we don't even get the load amount. We are a small business and we lost money on this load. They never offered $150 to come off the load. It doesn't even make sense. Why would we wait 12 hours for the same amount of $150? We did not harass anyone. We called because emails were being ignored and then we were sent to voicemails when we called. I have numerous emails I can forward to you for review and the call logs.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/14/2023

  The SIGNED rate confirmation says otherwise to any complaints. The rate confirmation is a signed legal document. If the carrier is unhappy with the amount they should have not signed or accepted the legal document. The carrier has also already invoiced for payment on this load. 

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19926577
  
  I am rejecting this response because: as I stated before the broker was very clear that we were not satisfied with the $150 detention they placed on rate con but in order to get paid for the load brokers don't leave any other option but to sign the rate con. We are a small business and we need to get the load paid as soon as possible. ******* Transport is not going to settle for nothing less than what is owed. I will send the rude emails this company sent and whatever our next step is to continue our complaint, just let us know. Carriers cannot continue to allow brokers to take advantage of our services. Please review our ratings with FMCSA and this shows we take pride as a carrier and we deserve to get what is owed. Pivot can continue to lie all they want. We know the truth and so do they. We need to talk with who can hear the recordings to the calls I made. Those calls show we are not giving incorrect information but they truth
  
  Sincerely,
  
  *******************************