Business Profile

Freight Forwarding

R & L Carriers, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Freight Forwarding.

Complaints

This profile includes complaints for R & L Carriers, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

66 total complaints in the last 3 years.
19 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.

Initial Complaint
Date:07/01/2025
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.
We hired R&L to deliver a skid to a client. Along the way the destroyed the crate and item. We had to make a replacement and we filed a claim through R&L Carriers. They denied it and this is about the 3rd time they have done the same. We will be filing a claim in court again if its not taking care of. It seems like they deny all claims hoping that the problem is overlooked . To large companies it might be fine but to small companies they cant absorb the loss .
Business Response
Date: 07/07/2025
We understand that this matter is important to you and assure you it is currently undergoing a thorough review with our claims manager. If you have any additional questions or concerns, please know that our claims team is here to help and can be reached at ###-###-####.
Customer Answer
Date: 07/14/2025
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. They paid the claim and hopefully moving forward we don't have any more issues.

Regards,

****** ****
Initial Complaint
Date:06/02/2025
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.
Date of transaction: 5/14/25 through ***************
Paid to business: $495.41 (shipping cost to deliver a piece of furniture that costs $1000.00)

The business committed to delivering the furniture (wooden cat tree) to our customer safely, without damage.
The business delivered the furniture broken in multiple places, making it unusable to our customer. They refuse to take any responsibility or offer any form of recourse for destroying our merchandise.
I have contacted them multiple times and offered many photos from our customer to show how damaged the furniture was upon arrival and they have offered nothing in return to cover the losses they have caused us. They claim that it was delivered "in good order." It is clear from the photos provided that it was broken in multiple places. We have shipped many of this same item with various freight companies before and never had an issue before this one.

I have attached our claim that we filed with R+L, their response, as well as photos of the broken furniture. We are asking for a refund of our shipping fee, as well as the cost of the broken merchandise.
Business Response
Date: 06/06/2025
This claim is currently under additional review by the claims manager. If you have any questions or concerns, please don't hesitate to reach out to our claims team at ###-###-####.
Initial Complaint
Date:05/06/2025
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.
I purchased an engine from ** ********** and it was shipped by RL Carriers. My tracking number showed the motor was to be delivered on Monday, 5/5/2025. When the driver arrived he had a door for a ****** ****** instead of my door. I called customer service and spoke with Kim and then Stephanie. No one has been able to locate my motor in which I’ve spent $7,000 for.
Business Response
Date: 05/09/2025
Upon reviewing this order, we have noted a 3-day delay, and the freight was located on 05/07. We successfully delivered this shipment yesterday, 05/08, and the attached delivery receipt confirms that it was delivered in good order.

We sincerely apologize for any inconvenience this delay may have caused you. Please be assured that our Corporate Customer Service team is available to assist you with any further questions or support you may require. You can reach our team at ###-###-#### or [email protected]. I have also sent an email that you can reply to at your convenience.
Initial Complaint
Date:05/02/2025
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 contracted with R&L and they contracted with *** Transport to deliver & return my vintage sink between ****** **** ***** ** and ************ **. We paid for a Liftgate truck and Residential/Limited Access at Pickup. On 4/8/25 the driver barely touched the graveled lawn I asked her to drive onto but drove across our stone walkway and 10' onto the soft lawn, making ruts as much as 4" deep and displacing paving stones, creating serious tripping hazard. *** said they would have someone named Scott call me to discuss what could be done; it has been almost a month and he has not, despite follow-ups. Today, 5/2/25, I was told *** would not drive down our driveway because of "risk". They said they would drop newly refinished sink at the end of our 1/3 mile dirt driveway: the 36"x64" sink is crated and weighs 200lbs; my husband and I are in our 70's. Then they wanted to drop the crate half an hour away and for us to pay the guys who will install it to empty a truck, drive with two guys to unload it at our house, then drive back to work. At 1.5 - 2 hrs and $80/hour, this increases our trucking cost by about 50%, - just because they refuse to drive 1/3 mi up our driveway in retaliation for my complaint - which they have not otherwise even responded to. The property damage was done by negligence or attitude; if she'd driven where I told her it was safe, there'd have been no damage. And I would never have complained if there had been. If I didn't think they could drive in here safely, I wouldn't let them even try. They have just threatened to send my sink back to ************* **. I talked to Janice at R&L who repeated the threat. If they truly don't want to drive up the driveway, I want them to find and pay for someone to do it. That way, I think the retaliation would feel less of an attractive option to them. Or work with me to find someone and reimburse us. I want them to behave responsibly toward us, their customers.
Business Response
Date: 05/08/2025
We completely understand how important this situation is for you, and we want to assure you that it has been escalated to our partner relations management team as well as the local service center manager. While our standard delivery service is just a curbside delivery, we always strive to be as accommodating as possible without risking injury or damage to property. I noticed that your order was delivered to your neighbor upon your request on 05/05. Please rest assured that the local management team has carefully reviewed this scenario to identify improvements for future deliveries. Additionally, we have escalated this matter to the risk department manager regarding the damage done to your property, and they will be reaching out to discuss a resolution with you once their investigation is complete.
Initial Complaint
Date:04/25/2025
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.
Description of complaint:
I made a purchase easter sunday april 20 2025 | paid $2,400.67 out the door cost for scooter & warranty & delivery & setup Business *********** commited & filled the order was all setup for may 1st 2025 then out of nowhere ******* says delivered on april 23 thats 8 days earlier with NO warning / notifications or anything but thats NOT the problem Problem is i i have NO ITEM I HAVE NO SCOOTER! ******* seller has NOT assisted and NOT been helpful I am seeking a replacement and make sure i receive it and everything PLEASE!

The shipper here R+L CARRIER
was scheduled for may 1st
Without my knowledge it states delivered april 23rd was not home i do not have my item
And shipper is not assisting in locating this item!!!!!! Please help
Business Response
Date: 04/30/2025
We received this freight on 04/22 from a fulfillment center located in Riverside, CA. They provided us with shipping paperwork instructing us to deliver to *** * ******* *** ** ******** **. Since this particular lane is a one-day transit lane, the estimated due service date for the delivery was the following business day of 04/23. Unfortunately, we were not given any instructions or special notes indicating that the delivery needed to take place on a later date. Additionally, this particular billing party has it in their contract with us that all deliveries are to be completed without the requirement of a signature. In instances where no signature is required, the driver will drop the freight in a safe, secure location and take a photo of the delivery. I have attached the shipping paperwork provided as well as the delivery photo that was taken to confirm the delivery took place for your reference.
Initial Complaint
Date:04/02/2025
Type:Delivery 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 order an item and the company I ordered from uses R & L carriers. R & L carriers called me Monday 3/31/25 to setup an appointment time for delivery. Delivery was set for today. They failed to deliver as we setup.
Business Response
Date: 04/03/2025
I truly empathize with the frustration this situation has caused you. Unfortunately, your order was mistakenly left off the driver's truck during loading yesterday morning, which is why it was not delivered. I want to assure you that this issue was escalated to the local operations leadership team for your area, and they prioritized this delivery for today as the first stop on the driver's route. I see that your order has now been delivered and shows having been signed as received clear and in good order. I sincerely apologize for the inconvenience this delay has caused you. If you have any additional questions or concerns, please feel free to reach out to us. I have left you a voicemail and have also reached out via email, and you can contact me at your convenience.
Customer Answer
Date: 04/03/2025
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.

Regards,

******** *****
Initial Complaint
Date:02/03/2025
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.
ON 07/15/2024 we shipped two large crates of our product with R&L Carriers at a cost of $1,784.63. We filled out all BOL forms as directed by our R&L representative, Cody S******. R&L completely destroyed both crates and damaged the goods beyond repair. Our cost to manufacture was $6,564.90 plus shipping with a new carrier that would not damage the shipment. We filed a claim for damages with R&L, they have refused to pay our claim and have only offered payment of $1,431.00. This does not even cover the cost of the original shipping let alone the replacement product and shipping. They are now trying to collect the freight bill and refusing to pay our claim. I have called and left messages for Tina R***** three days in a row with no call back.
Business Response
Date: 02/06/2025
This matter has been thoroughly reviewed by our claims manager who has confirmed that the claim settlement offered will remain, but I’m relieved to inform you that we have cleared the balance due of $1,784.63. You can disregard any current or future invoices you might receive regarding pro#*********. I truly apologize for any distress this situation may have caused you, and I hope this resolution helps to ease any inconvenience. If there’s anything else I can assist you with, please don’t hesitate to reach out.
Initial Complaint
Date:01/30/2025
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.
I have never run across a national company that is so poorly structured and run. Was overcharged on a freight bill, the class code I was told to use by my sales rep was reclassed and an inspection fee charged. Changed from industrial parts to small household appliances and the price doubled. Then in addition, I was charged for a liftgate, which is not an uncommon practice for your billing department. I called billing and was told I needed to talk to weights and inspections. Billing attempted to transfer me to 4 different people, none of whom answered the phone. Then suggested I email my sales rep and a specific person in Weights & Inspections.

Two days later after no response, I asked the sales rep for an update, and he advised me to call customer service. When I called yet again, I was transferred to rates, who flat out told me that I needed to talk to someone in W&I and that they never answer the phone and to email them and wait a week for a response. Then finally I spoke with Debbie in customer service, who honestly attempted to help me. After holding for 10 minutes, she came back on the line and instructed me to email my rep and have him deal with it as she was unable to help. This is our 3rd time giving RL a try, and the last and final time. The drivers are great, the local terminals are great, prices are competitive, but your shady billing practices and the runaround people get when trying to get it fixed are unprofessional.
Business Response
Date: 02/04/2025
We truly understand the frustration and inconvenience you have faced with this order, and we sincerely apologize for it. Following your conversation with Patricia, we want to assure you that our weight and inspection team has thoroughly reviewed this order. We are in the process of correcting the class back to class 55, as indicated on the shipping paperwork, and we will also be removing the inspection fee. Thank you for your patience as we resolve this matter.
Customer Answer
Date: 02/10/2025
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 Bill of Lading was changed when entered into the computer by R&L Carriers and all the details of the shipment were not placed into the Bill of Lading. I have had to submit a "Standard Form for Presentation of Overcharge Claim" and now wait an unknown amount of time for R&L to review it and maybe send me a check. This is an error on part of R&L Carriers, Patricia attempted to help me with it, and it took her days to get a resolution. Her resolution was to have me file the form for overcharge and wait for them to review it. This is not the first time we've been overcharged by R&L Carriers, and it appears to be common practice for them to add additional charges like liftgate services to their invoicing.

Regards,

******* ***

Business Response
Date: 02/17/2025
We sincerely apologize for the inconvenience you've experienced with this order. Please know that we have thoroughly reviewed the situation, and you can expect to receive a check for the overcharged amount within 30 days. We truly appreciate your patience and cooperation in helping us resolve this issue, and we are sorry for the time it has taken to reach a resolution.
Initial Complaint
Date:01/09/2025
Type:Delivery 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'm the buyer ****** ******** and I purchased an automotive door from *** **** ***** ***. I have pictures of the door in great condition at the time I purchased it. When I received the door, it was damaged beyond use from R & L carrier. The door was on a pallet and inside a box. since the door was in a closed box, the receiver signing for it and did not know it was damaged. The receiver did notice damage wrote on box. but did not understand the clarity of it. R & L carriers do not want to own up to the damage done to the door. The door got damaged at the R&L carrier facility. When the door was damaged and was laying down flat someone wrote damage on the box. When the box was set up and back together the word damage was spelled backwards. (See pic.) Also, multiple wraps of shrink wrap were around the bottom of box to keep it together. The seller did not package it in this condition nor wrote damage on it. (See pictures.) Proof of damages shows where fork truck forks went into the box. (See pic.) The forks went above the pallet and into the bottom of box (separating the contents) and making it unstable to handle and it fell off the forks and dented door. (See pics.) damage of this magnitude was clearly known by the person that done it! Mike T***** or any other corporate employee refuse to look at any video footage from the warehouse to confirm any wrongdoing. nor does he want to pay $664.00 for their mishandling.
Business Response
Date: 01/10/2025
We would like to inform you that this claim has undergone a comprehensive review by our claims manager on multiple occasions. Regrettably, our investigations have concluded that there are no records of damage reported within our system indicating that any freight damage occurred while in our possession. Furthermore, the delivery paperwork was signed as free and clear of any damage or shortages at the time of delivery.

We have communicated with ****** that, should any Motor Carrier liability be established, the limitations would not exceed $0.10 per pound, in accordance with the published tariff Item-170. However, in the spirit of good faith and to assist in resolving this matter, R+L is offering a claim settlement of $250.00. To fully process this settlement offer, we kindly request the customer's signature on the attached offer letter.

Thank you for your understanding.
Customer Answer
Date: 01/10/2025
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.

First, from R & L Carriers policy: a receiver of a package is forbidden to look for damages of any sort when package arrives. once you sign the package receipt your stuck with damage and loss of money. since you signed for it, this means its in good condition. this door damage is beyond repair. i have a loss of $664.00 due to a fork truck damage. with picture to prove it. the box was repackaged and was wrote on DAMAGE by employee of R & L Carrier. furthermore, a company should be able to guarantee their quality of work. in this case transportation. and if there's damage pay for loss. the offer off $250 is not resin able when it happened during their care.

Regards,

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

Business Response
Date: 01/15/2025
We understand that this situation may be disappointing, and we truly empathize with your concerns. Please know that the settlement offer of $250 is already above the standard liability limitation of $.10/lb, as outlined in the attached documentation. Therefore, we regret to inform you that this is our final offer. Thank you for your understanding.
Customer Answer
Date: 01/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, i do not agree to their damage policy when it come to a complete loss from the business damaging goods from a fork truck with proof of pictures. i will not do business with this company and i will spread the word. I'm returning the paperwork for the $250.

Regards,

****** ********
Initial Complaint
Date:01/02/2025
Type:Delivery 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 had two pallets of stone that were to be delivered. They canceled our first delivery, then rescheduled.
We have a new build happening. We’ve had tractor trailers, cranes, dumpsters. Fork lifts that have used our driveway no problem.
This company came to delivery two heavy pallets of solid stone with a man pushed cart. The guy could not get the cart on our driveway or on the side of the yard to deliver the stone. He tried putting plywood down to push the cart over, literally everything and he could not deliver the stone without getting the cart stuck.

He told me it was company policy that they can’t leave it in the road or block the driveway. He also said he was unable to back the truck up or drive in our driveway per their policy. So the guy could not deliver the stone because he couldn’t get it on the side of the yard or side of the driveway, but that’s what happens when one man is pushing a tons worth of stone himself on a cart

I asked the company to deliver with the appropriate tools. And they told me I would be charged a redelivery fee. Completely unacceptable. I offered for him to drive in the driveway leave it in the yard, or side of driveway. So because they didn’t bring the right equipment to move heavy stone they are blaming me. They did not ask what type of driveway it was before delivering and picked a day after a bunch of snow melted and it rained, the driver even said they should have brought a different lift to move it or deliver it in a box truck.

The manager I talked to at R&L said nope your fault we can leave it in the street or at the end of the driveway blocking. Which per their policy they can’t do. And wants to charge me a fee.

Unacceptable. They should finish the job with the right tools and take accountability for their actions in not using appropriate machinery to deliver the stone.
Business Response
Date: 01/03/2025
Thank you for your patience as we thoroughly reviewed your situation with the local service center manager and director of operations. I truly empathize with the challenges you are facing regarding the delivery of your order. Unfortunately, due to the size and weight of the freight, along with the conditions of the driveway and some adverse weather in the area, we are unable to safely lower the freight closer to your home. Please know that the safety of our drivers and your property is our top priority, and we want to avoid any risks that could lead to damage or injury.

I understand that the Director of Operations has spoken with you directly about this matter, and I appreciate your efforts to coordinate with your construction company to have their forklift onsite for a safe offload. Additionally, the Director will reach out to the company you purchased from to keep them informed of the situation.

I sincerely apologize that your expectations for this delivery have not been met. Please rest assured that we take your concerns very seriously and are committed to doing everything we can to assist you in getting your freight delivered. If you need any further assistance, please don’t hesitate to reach out to us. We are here to help.
Customer Answer
Date: 01/08/2025
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.
I have talked to higher management and resolved the issue.

Regards,

**** ******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

R & L Carriers, Inc. is NOT a BBB Accredited Business.