Complaints

This profile includes complaints for Old Dominion Freight Line, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Old Dominion Freight Line, Inc. has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Old Dominion Freight Line, Inc.

  500 Old Dominion Way Thomasville, NC 27360-8923

• 

  Old Dominion Freight Line, Inc.

  4816 Elm City Rd Elm City, NC 27822

• 

  Old Dominion Freight Line, Inc.

  3508 SE 21st St Topeka, KS 66607-2371

• 

  Old Dominion Freight Line Inc.

  6305 E 58th Ave Commerce City, CO 80022-3911

• 

  Old Dominion Fright Lines

  14933 Collection Center Dr Chicago, IL 60693-0149

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:05/28/2023

  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.

  PRO #: ***********
  Claim #: *******
  
  OD delivered a pallet of flour to our location from *******.
  They noted 1 bag was damaged, as I was not present.
  Upon arriving after the delivery, I noticed 4 bags badly damaged. Unusable.
  Once I pulled the plastic wrap from the pallet, the other damaged bags became visible.
  I immediately called the driver and told him he missed 3 bags.
  He had us contact his supervisor.
  They told us to file a claim, which we did.
  Hailey Wardell has been handling our claim and has rejected it.
  We sent photos of all the damaged bags, which they have on file.
  Again, we have never seen a pallet so badly damaged. This is expensive flour.
  We want our claim accepted immediately.

  Business Response

  Date: 05/30/2023

  I have reviewed the claim.  The third photo that you sent is the one consistent with what we showed damaged.  The other three we were unaware of and the shrink wrap would have been torn as well had this been compromised while in the care of OD.  I will honor your claim for 1 bag and pay 1/3 on the remaining claim for a total of $108.00.

  Thanks,

  Geoff S*******

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Although, please let OD know that I will be placing a negative review on BBB, Google, etc.

  Very unfortunate they have chosen not to trust us in this matter.

  We simply removed the shrink, as we were told only 1 bag was damaged.

  And after removing the shrink, flour poured out from the bags.

  Bags DO NOT TEAR FROM REMOVING SHRINK WRAP.

  So in other words, Old Dominion is calling us a liar.

  We'll also follow up with a letter to the CEO.

• Initial Complaint

  Date:05/16/2023

  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.

  Old dominion was paid to deliver three packages weighting 100 lbs each. Now that the packages have arrived in ******** to be delivered, they will only drop them at the curb. They will not bring them back to my home. At the price I paid for delivery, it is ridiculous that I have to lug the freight back from the road because their drivers are incapable of alley docking their trucks. Some compensation should be due to me, now that I have to find someone to move these heavy items back to my home.

  Business Response

  Date: 05/17/2023

  Hello,

  I would love to be give a better answer but I would need our tracking # in order to find the shipment they are referring to.  We handle approx 50K shipments per day so it is about impossible without the tracking #.  But in general if OD has a home delivery the shipper would normally pay for curbside service and thats our obligation.  Thanks

• Initial Complaint

  Date:05/12/2023

  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.

  Today I received a product of DG Dynagraze 2 *** ****# and 1 bag was broken This is the complain # that the driver give me #******** I will sent you all the paper work as well Thank you anything call the offices

  Business Response

  Date: 05/15/2023

  You need to file a cargo claim, here is the link to the claim form.

  *******************************************************************

  Once completed you can send it to [email protected] along with the supporting documentation.

  Thanks!

• Initial Complaint

  Date:04/20/2023

  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.

  I'm writing about a rate dispute for a shipment with Old Dominion Freight Line (********* of two crates with a hand-carved wooden frame in each. pro# *********** that were shipped on 4-11-2023
  
  Over the past fifteen or so years, I’ve called in my pickup request over the phone to Old Dominion, given them the sizes for the crates containing wood frames and the weights for each. Every time I was told to use Class 70 and then given the total cost of the shipment in an official rate quote with a rate-quote # to put on the bill of lading for the driver who would pick it up.
  
  Since Old Dominion recently switched to an online system for rate quotes and scheduling a pickup, I put in the dimensions, weight, and class # with their online system for the first time. I was quoted the rate, and I scheduled the pickup for two crates with wooden frames inside. My rate quote # for this shipment is ********* indicating a quote of slightly over $300, which was in line with the many previous shipments I’ve done with Old Dominion in the past of frames in wooden cates of nearly identical sizes and weights. The crates were picked up and delivered, but the bill I received indicated a charge of $778.78 (more than double the rate I’d been quoted!)
  
  Assuming there was a mix-up, I contacted Old Dominion
  After a couple of days of calls and emails, here’s the email reply I got that doesn't answer the question of the change.
  
  *****,
  
  Thanks for reaching out.
  
  Yes, this was inspected and found to be a true class 250 per the weight and dimensions. I have attached a copy of the inspection report.
  
  Please let me know if you have any questions.
  
  Thanks,
  Lesley M********
  
  The sizes and weights were already in my rate quote request and I have shipped crates exactly like this for many years. Had they informed me of some change based on my sizes and weights of such shipments beforehand, I would not have shipped them with Old Dominion.
  
  I hope you can assist me with what seems like a bait-and-switch.

  Business Response

  Date: 04/21/2023

  Good morning,

  ***** with **** * ******* went on line and received a rates estimate based on what he put in the fields of the quote, classification & dimensions.  He states this was a rate quote but its not, its an estimation based on his request.  If the request matches what is actually shipped the freight charges will correct but if they dont OD will charge for whats actually shipped based on the NMFC or tariff associated with his pricing agreement.  Simply they shipped something that didnt match the rate estimate so OD charged for what was actually shipped.  OD sale rep Lesley M******** has given them the inspection report.  

   

  Customer Answer

  Date: 04/21/2023

   I am rejecting this response because:
  
  

  I reported the weight and sizes of the crates accurately. I've attached the Inspection report Lesley M******** sent me as the reason for the more than doubling of my shipping rate when she emailed me (email below), but the report doesn't even list the weight but only the sizes of the two crates ,and they are the same as I reported, and I'm sure the weight was accurate as well since I've shipped many crates over 15 years and the rate quote they gave me was in line with what I've gotten on similar shipments. Even if the weight or size was off by a slight amount, that wouldn't result in some sort of drastic change. I would appreciate an honest reply for them on why they reclassified my shipment. Lesley's email reply below simply said the weight and size were off, as you can see clearly see.
  
  *****,
  
  Thanks for reaching out.
  
  Yes, this was inspected and found to be a true class 250 per the weight and dimensions.  I have attached a copy of the inspection report.
  
  Please let me know if you have any questions.
  
  Thanks,
  Lesley M********
  Solutions Specialist
  Office: (336) 904-4125
  Mobile: (336) 639-9856

  
  

  Customer Answer

  Date: 04/21/2023

  The ODLF rate quote # ********* for two crates at a rate of $306

  crate 1 50" x 51" x 7"

  crate 2 49" x 49" x 7"

  combined weight 195 lbs

• Initial Complaint

  Date:02/23/2023

  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.

  We ordered two 20 ft light poles (& hardware) that were supposed to be delivered by Old Dominion Freight Line (ODFL) on 01/17/2023, but never arrived.
  The poles were coming from ***** ** ***** ******* ******* ********** ** ****** to **** ****** **** ********* ** ****** * **** **** ** ***** ***** ************ *** ********** ** *** ****. Cost $2,620, Lead Time 14 weeks.
  BOL #********** included two 20' poles that weight 150Lbs & two hardware boxes of 50 Lbs.
  Per ODFL's tracking info, the poles made two stops between the shipper & the delivery address, 1st at ODFL's origin warehouse & 2nd at ODFL's destination warehouse (**** ***** *** ******** ***** ** *****). See below history:
  -Picked Up
  01-13-2023 at 12:49 pm MST
  -Arrived Origin SVC
  01-13-2023 at 05:14 pm MST
  -Departed Origin SVC
  01-15-2023 at 02:37 am MST
  -Arrived Destination SVC
  01-16-2023 at 06:13 pm MST
  -Delivery Date
  01-17-2023 at 11:50 am MST.
  On Jan 17, a ODFL truck driven by a middle-aged man called Encarnacio ******** arrived at the delivery address carrying only two boxes of hardware. No one else was with the driver, no other items were brought, there was no forklift in the truck nor on site. Distance from truck to building is over 65ft.
  Upon the driver's arrival, our superintendent asked if there were two poles in the truck. The driver said that no poles were in the truck & no poles were part of the shipment, only two boxes. He even indicated the marking on the boxes saying "1 of 2" and "2 of 2". Upon clarifying that those two boxes were the only items included in the delivery and having already reported the two missing poles, our superintendent signed on an electronic device.
  Immediately after, our superintendent communicated with our manager ******** *****), who reported it to the vendor within 15 minutes.
  ODFL presumably lost the poles, the driver didn't bring them & couldn't have unloaded them without assistance, but ODFL is eluding any responsibilities using a fraudulent Proof of Delivery.

  Business Response

  Date: 02/24/2023

  I sent an email to our managers to see if they can locate the two polls.  I will be back in touch with you.  You can contact me directly at geoff.********@odfl.com or via phone at 336-822-5357.

   

  Thanks,

  Geoff ********

• Initial Complaint

  Date:02/22/2023

  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.

  They quoted us $304.70 and then charges us $713.25 so they owe us $408.55
  
  The rep acknowledged the mistake in an email but they denied our claim when we submitted it
  
  Please note that this was for ONE pallet of regular size product from Pennsylvania to New York, which should NEVER cost $700

  Business Response

  Date: 02/27/2023

  
  
  
   ------------- The issue is we require a quote estimate # to be on the submitted BOL in order to add the charges or a standard generic rate will be applied.  They didnt add the quote number and they paid the bill in full prior to us being about to adjust it.  That leads to an audit situation to make certain folks do not change invoices about payment has been made.  I have asked our refund folks to send this customer the $408.55.  thanks

• Initial Complaint

  Date:02/16/2023

  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.

  Delivered a product damaged and didn’t permit inspection.
  
  Delivered in the middle of busy avenue.
  
  2/16/23
  
  Desire return shipping to be covered. $560

  Business Response

  Date: 02/20/2023

  *******,

  I am inquiring with a few people about your complaint, as apparently you have already contacted our ****** City location.  I will get back to you shortly.

  Regards,

  Geoff ********

• Initial Complaint

  Date:11/29/2022

  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.

  Sent a shipment on pro# *********. shipment finally delivered and it took me a week to get the pod. when I finally got it, there was a check for the charges along with the pod image. it wasn't a cod shipment. I asked for the check they picked up to be shredded or returned as the shipment was supposed to bill to my company as instructed on the BOL. we have net 30 terms. I keep following up every day and no update on when the check will be returned. asked again a week later and I was told the check was cashed. I told them to cut a check and mail to the cnee, it was not a COD shipment. was told that once my corporate office sends a check they will refund it. we have net 30 terms so no need to wait for our payment. still 2-3 weeks later they still have not refunded the cnee. This has gone on long enough for a measly amount of $300 ish dollars. it blows my mind how slow, unprofessional they have been dragging this out when it is not warranted for a mistake they made. no apology or refund yet.

  Business Response

  Date: 12/01/2022

  Good afternoon,

   

  I cannot respond to the shipment they reference because there is not a shipment with pro # *********.  I would need the correct pro # sent to steve.********@odfl.com to handle.  thanks...