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Business Profile

Trucking Transportation Brokers

Total Quality Logistics, LLC

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:
    As of November 2012 BBB Cincinnati handles all TQL complaints.

Complaints

This profile includes complaints for Total Quality Logistics, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Total Quality Logistics, LLC has 58 locations, listed below.

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    Customer Complaints Summary

    • 188 total complaints in the last 3 years.
    • 59 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 4/18 TQL was hired to deliver pallets to our warehouse in ***** ***** **. The beverages were damaged, crushed and leaking. Mold all was over 13 cases of beverages which had to be discarded. The driver informed me of the damages when he unloaded the pallets. I also took pictures and provided the pictures and damage report to TQL, I was asked to sign the document so the driver could report back to the company that it was delivered and I did so as instructed by the driver. No one informed me that signing the document translated into the load was delivered without damages. Because the employee pointed out the damages when he unloaded the truck I believed the company was aware and I would not have signed the document if I knew they would deny my claim. My claim to TQL was denied because I signed that the load was received. I’m requesting $689.91 to cover the damaged freight.

      Business Response

      Date: 05/31/2023

      Hi *****, we have been in contact with our Claims Department
      regarding this situation. Although the BOL was signed, the receiver did not
      notate on the POD that the cargo was damaged. Per the ******* Amendment, the
      customer has 5 days to notify us of damages even if damages are not notated on
      the POD. Please email us at [email protected] if you have any more questions or concerns.

      Customer Answer

      Date: 06/05/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      The driver was several hours late so when he arrived I was required to load the product in the warehouse and immediately head to an event  As the driver was unloading the pallet, he pointed out where the damage took place. I signed the document because he could not leave the delivery at my warehouse not to confirm there were no damages  The employee was fully aware of the damages and I believe this company is responsible for damaging my Shippment.

      The pictures illustrate a red liquid and crushed cams still wrapped in the plastic shipping wrap. This clearly happened during the transit and their employee was fully aware of this issue  



      Regards,



      ***** *****

      Business Response

      Date: 06/06/2023

      *****, since there was nothing noted on the POD about the damages along with being reported outside of the five-day timeline this claim was denied. Email us at [email protected] and we can get you in contact with a representative if you have further questions.

      Customer Answer

      Date: 06/07/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

       

      The TQL employee pointed out the damaged before I noticed any issues. The company was aware of the problem because the driver pointed out the issue. I only signed the document stating that I received the product.


      Regards,



      ***** *****

      Business Response

      Date: 06/13/2023

      Hi *****, as previously stated, damages must be noted
      on the POD within 5 days to be eligible for a claim. If you have further
      questions on why this is, reach out to [email protected].

    • Initial Complaint

      Date:05/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 contracted with carrier to ship an order and deliver it within 6 business days. Carrier was ****** contracted by TQL (Bill of Lading number is ********). Our order #********** with a value of $24,000 being shipped to ************ ** to ******** ****. The order with picked up on 4/19/23 and delivered on 5/5/23. Note the paperwork shows they agreed to pick up order on 4/18/23, but they did not show up. Additionally, the order sat in a warehouse from 4/26/23 to 5/5/23 (7 business days) without moving thus making the delivery LATE. Our company asked for an accommodation due to the fact that the order was delivered one week late. We told NO accommodation could be given because "it was an LTL shipment", so there was nothing they could do. They pointed to fine print on the back of the BOL (that nobody reads). Due to the late delivery the consignee experienced financial hardship as they could not make product to ship and deliver to their customers, we are asking for a full credit in the amount of the invoice (#********) for $1205.61.

      Business Response

      Date: 05/25/2023

      Hello, as mentioned
      on the BOL we cannot provide accommodation for delays in LTL shipments. LTL
      shipments can be shifted due to truck availability and delivery appointments at
      receivers. If you have additional questions please email [email protected].

      Customer Answer

      Date: 06/05/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


      Regards,



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

       

      6/5/23 Still receiving sales calls/ emails please help 

       

      Business Response

      Date: 06/14/2023

      Hello, the below contact information has been placed on our Do Not Contact
      list. If you have additional phone numbers or emails you would like added,
      please send them to [email protected].

      - ###-###-####
      - ***********************

      Customer Answer

      Date: 06/26/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


      Regards,



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

      Hello,

      Our response to their response is as follows.  We would like this to be part of the public record.

       

      In their response they hid behind “fine print” terms and conditions. 

       

      First, their rep sent us over the front page of the Bill of lading.  We never saw the terms and conditions, which we guess was on the back side in fine print.  We cannot be bound by terms and conditions that we were never given.

       

      Second, to hide behind fine print when you more than DOUBLE the estimating shipping time is simply ridiculous. 

       

      Third, their email signature says “BBB A+ rated.   Platinum shipper program.  No excuses.”  I will let the reader decide in this situation as to whether they lived up to the signature, especially the “no excuses”.  Buyer beware.

       

      Thank you.

       

      Sincerely,

       



       

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

      General Manager

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

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

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

       

      phone ###-###-####

      fax ###-###-####

      email *************************

      web **********************

       

    • Initial Complaint

      Date:05/12/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 business will not stop calling me despite asking politely for several years to leave me alone. I absolutely do not understand their business model. I would never do business with this company because they never stop harassing me. Whomever told them that constant calls drums up more business should be fired. This is exactly the reason I would never use them. Tired of the voicemails filling up my phone to call them back. Not calling you back; take a hint!

      Business Response

      Date: 05/23/2023

      Hi *****, the below contact information has been placed on our Do Not Contact list. If you have additional phone numbers or emails you would like added, please send them to [email protected].

      -###-###-####
      - ###-###-####
      - ***********************
      - ***********************

    • Initial Complaint

      Date:05/08/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 continually received calls from this company (###-###-####) that have consisted of solicitations. We have asked 9 times (documented and recorded) to be removed from their call list. The caller has either just hung up or said "sure, no problem", but we still get calls.
      As we have properly documented and recorded our requests to not be contacted by this company with no action on their parts, the FCC deems this harrassment and we will have no option but to seen recourse in the legal system if the calls continue. I would suggest that TQL look into the financial penalties involved with being in violation of FCC telemarketing laws.

      Business Response

      Date: 05/16/2023

      Hello, the below contact information has been placed on our Do Not Contact list. If you have additional phone numbers or emails you would like added, please send them to [email protected].

      - ###-###-####
      - ###-###-####
      - i********************************

      Customer Answer

      Date: 05/17/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      They had plenty of chances to remove our numbers from their calling lists as we were promised by their callers after our requests. We have recorded every inbound call and have proof of the requests to be removed. The calling party has also ignored the National Do Not Call Registry. Per the FTC, there is significant financial penalties for repeated and  deliberate violations of the National Do Not Call Registry and we have retained legal representation in the callers city to start the legal process of civil legal actions.   


      Regards,



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

      Business Response

      Date: 05/23/2023

      Hello, we can ensure your information has been placed on our Do Not Contact list and you will not be contacted any further. If you have further concerns, please email [email protected].

    • Initial Complaint

      Date:05/05/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Company constantly harasses our business. non-stop calls, we have called them repeatedly to stop harrassing us.

      Business Response

      Date: 05/16/2023

      Hi ****, the below contact information has been placed on our Do Not Contact list. If you have additional phone numbers or emails you would like added, please send them to ******************.

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

      Customer Answer

      Date: 05/16/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me, assuming they no longer contact us. 



      Regards,



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

    • Initial Complaint

      Date:05/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 used TQL for over a year until they dropped the ball and did an even worse job making it right again. That being said, we found a new broker for our shipping needs. After about another years time we began to get phone calls. It started off 2 consecutive calls per day. After having a long conversation explaining why I would never use their services again, they stopped, for about 6 months... They are back to calling myself and my business partner every single day. I have at least 40 of their numbers blocked and now the emails are starting again. I have not been the friendliest over the past month, they just pass it on to someone else within the company. I have a hard time believing that their constant harassments ever gets them their customers back. After going on BBB, I see this is standard practice.

      Business Response

      Date: 05/09/2023

      Hi *****, the below contact information has been placed on our Do Not Contact list. If you have additional phone numbers or emails you would like added, please send them to [email protected].

      - ###-###-####
      - ###-###-####
      - *****************
      - ****************

    • Initial Complaint

      Date:05/01/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 repeatedly asked to not call our business for years, but it never stops. Every time we ask, they either just just hang up or claim to put us on their do not call list. But the calls never stop and it is very frustrating.

      Business Response

      Date: 05/09/2023

      Hi ****, the below contact information has been placed on our Do Not Contact list. If you have additional phone numbers or emails you would like added, please send them to [email protected].

      - ###-###-####
      - *************************

      Customer Answer

      Date: 05/10/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


      Regards,



      **** ****

      only one # ###-###-#### was listed.   and the response said to send additional phone #'s to  [email protected].  -    which is no longer valid 

      we would like to include these 2 phone numbers as well please 

      ###-###-####

      ###-###-####

      can you please include all 3 phone numbers please ?   this wlil satisfy the complaint 

      Business Response

      Date: 05/23/2023

      Hi ****, the numbers below have also been added to our Do Not Contact list. If you have any further issues, please email [email protected].

      ###-###-####
      ###-###-####

    • Initial Complaint

      Date:05/01/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 is harassment already. We have repeatedly asked their representatives to take us off their "list". We do not need their services and they just keep passing my information onto another rep and the cycle continues. But they keep calling

      Customer Answer

      Date: 05/02/2023

      Problem:
      TQL is blatantly harassing myself and our employees via phone and email. We have politely asked on numerous occasions to be removed from their mailing list and phone call list however they continue to harass us on an almost weekly basis to numerous employees.


      Desired Resolution:
      No further contact by the business

      Business Response

      Date: 05/09/2023

      Hello *********, the below contact information has been placed on our Do Not Contact list. If you have additional phone numbers or emails you would like added, please send them to [email protected].
      - ###-###-####
      * *****************************
      - c******************************

    • Initial Complaint

      Date:05/01/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 was another day of many that TQL has reached out to our company - this time by spam emailing every single person at our facility with an e-mail, retired or current. Someone from TQL calls at least 2-3 times a week, and no matter how many times we've asked them to stop reaching out to us and that we are not interested, they will pass our company info on to the next hire and send them out to do the same. It is HARASSMENT at this point. In the most recent e-mail we told them under no uncertain terms NOT to reach out to us again and that we will never do business with them, and the rep still reached out after that. We genuinely don't know what to do to make them stop at this point.

      Business Response

      Date: 05/12/2023

      Hi ******, the below contact information has been placed on our Do Not Contact list. If you have additional phone numbers or emails you would like added, please send them to T*****************.

      - ###-###-####
      - **************************
      - ******************************

    • Initial Complaint

      Date:05/01/2023

      Type:Billing Issues
      Status:
      Answered
      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 hired TQL for a load and they gave us a price $3707. We paid for the service before they picked up the load. After the load was picked up and delivered they submitted another bill to us. They billed us again for another $2416. The first time we asked why they billed us they told us because we used our own Bill of Landing and it did not have their account number on it. We told them that we work with many carriers and have never had this issue. They said the carrier witch they booked did not use their account and we were paying a different price. This was told to us by our sales person at TQL. I called ***** ( the carrier in question) and they told me that they bill per the size of the load and since TQL booked it the discount will be on the bill. We finally got a supervisor involved and they gave us another story of why we were getting billed more but have yet to give supporting evidence from *****. We talked to another company in this business and they had the same issue with TQL but TQL reversed the charge and that was that. They do not want to do that with us. I do not want this to effect my business credit and need this to taken care of. I believe they made a mistake on their side and now want us to pay but if the price was going to be this high we would of gone with a different company for this load.
      Please see what you can do to help resolve this issue. Thank you.

      Business Response

      Date: 06/26/2023

      Hello ******, when
      transporting an LTL shipment through our contracted rates, you are required to
      use our BOL to receive those rates. This was relayed to you beforehand. Since
      our BOL was not used, the carrier treats it as a one-off scenario and doesn’t use
      the contracted price. Please email [email protected] if you would like further explanation.

    Total Quality Logistics, LLC is BBB Accredited.

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