Business Profile

Freight Forwarding

R & L Carriers, Inc.

Headquarters

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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.

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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:12/09/2024
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 shipped a NOS 1969 ****** Hood in June of this year with a stated value of $2500.00 through R&L Carriers. It was securely packed in a wooden crate clearly marked "Fragile" and "Handle with Care". (Pictures attached). It was delivered to the buyer damaged. They has put a forklift thru the wooden crate and damaged the hood. (Pictures attached). The customer graciously agreed to keep the part if I paid for the damage to be repaired, which I did, $573.15 (Bill attached). I am being told that they will only pay 10 cents per pound which is $12.50. They said I did not buy any extra insurance but I was never offered any. I find it hard to believe that they can drive a forklift thru a wooden crate, damage the contents, admit they had done so and not be responsible for the damages. I would like a refund of $573.15 that I had to pay for the damage that they caused.
Business Response
Date: 12/10/2024
After a thorough review of this claim with our claims manager, we have determined that no damage was reported at the time of delivery. Consequently, it has been concluded that R+L Carriers is not liable for this claim. For your records, I have attached a copy of the signed delivery receipt and the claim letter.
Customer Answer
Date: 12/11/2024
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.

(PLEASE TYPE YOUR REASONS HERE)
They are trying to get off the hook on a technicality. Their invoice when it was delivered clearly states that it was subject to inspection due to damage. They know they caused the damage. I have no control over how fast someone 1500 miles away reports the damage. Pictures were taken upon arrival. He filed the claim as soon as he was provided the forms to do so. What does it matter if it was reported immediately, they already admitted damaging it on the invoice.

Regards,

**** *****

Business Response
Date: 12/12/2024
I truly empathize with your frustration, and I sincerely apologize for the situation you are facing. I understand how disappointing this outcome is for you. Unfortunately, our claim decision does remain as stated in the attached document. We understand that navigating through claims can be challenging. If you have any further questions or if there's any additional documentation that could help support your claim, please don't hesitate to reach out to our claims team at ************ x ****.
Initial Complaint
Date:11/20/2024
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.
The company was scheduled to deliver an item on November 8th and then November 9th. By the 10th I filed for a return ******** **** and the R L Carriers was supposed to return the item to back to ******** **** but instead they are claiming it has been delivered even though the item was cancelled and I requested a stop delivery and a refund. R L carriers is refusing to return the item to ******** **** as well as refusing to release it to me since they do not want to return it to ******** **** the total for shipping and the pellet stove is around 900$ +\- 50$. I have reached out to both companies ******** **** the supplier and R L Carriers the delivery company. Neither want to take the proper steps to remedy these issues. The frieght company states the package is in *********** ***
Business Response
Date: 11/21/2024
I truly appreciate your patience regarding the confusion with this order. We understand how frustrating this situation can be. We have thoroughly reviewed the order and reached out to ******** ****. As per S**** H******'s instructions and the customer's request, the order will be returned to ******** ****, and they have been informed about the request for a refund as well.
Customer Answer
Date: 11/27/2024
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.

I will be satisfied once my refund is placed.

Regards,

********* *** *****
Initial Complaint
Date:09/24/2024
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.
Date of Transaction: 01/26/24
Invoice #: *********

We purchased a home gym from ***** ***, which used R&L Carriers as a third party delivery company. R&L delivered a suspiciously large pallet that took up an entire half of our garage. It wasn’t until we began unboxing our gym that we realized R&L Carriers had delivered us TWO GYMS and that one of them had an invoice for a ********* ********. These dimwits received two gyms meant to go to different customers from ***** *** and delivered both of them to our garage. We knew no one would ever know if we kept this expensive gym (WITH A BASE PRICE OF $3500), but out of the goodness of our hearts, we contacted ***** *** so that R&L Carriers’ wrong could be righted and the correct owner could receive their long awaited purchase. ***** *** contacted me and said I would need to print out a Bill of Lading that they sent me so that when R&L Carriers came to pick up this extra gym, they would have something to scan and they could proceed to deliver it to the correct house. AFTER A MONTH OF WAITING FOR HALF OF OUR GARAGE TO OPEN BACK UP, R&L Carriers came to pick up their mistakenly delivered, 600+ lbs gym. Much to our chagrin, WE (the people who righted R&L Carriers’ wrong) started receiving invoices for the cost of of the pickup/delivery from our house to the rightful purchaser to the tune of nearly $2,000!!! We have called them too many times to count to explain this situation to multiple different employees in their credit/collections department, to which we receive nothing but remorse and affirmation that they will fix the issue. HOWEVER, we have continued getting invoices. Today, we received a letter notifying us that we now are being charged late fees with a gross amount of $4741.24 and if not payed by 10/11/2024, it will be referred to a collection agency. What an absolute JOKE of a situation and company. We are considering pursuing legal action for this harassment and clear violation of The Federal Trade Commission.
Business Response
Date: 09/27/2024
After examining the documents and screenshots you provided, it seems that ***** *** did not identify themselves as the billing party for this order, which led to it being marked as prepaid to bill you instead.

I have reached out to ***** ***, and I’m pleased to inform you that they have approved the switch in billing. The invoice has now been updated accordingly. Please feel free to disregard any additional collection letters or invoices you may have received regarding this matter.

I sincerely apologize for any inconvenience and delay this may have caused you. Thank you for your understanding as we worked to resolve this issue.
Customer Answer
Date: 09/27/2024
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.

Regards,

****** ****
Initial Complaint
Date:09/18/2024
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 want to be refunded $500 for the mechanics I have ready to install the engine today that was scheduled for delivery on 9/18/24. No one told me it was delayed. I had to call the shipping carrier to find out where it was. All I was told today was there was a delay, no phone call or e mail.
Business Response
Date: 09/20/2024
After reviewing the situation with our delivery service center, they confirmed that an appointment was scheduled on 09/16/2024 for delivery on 09/18/2024, and the delivery was completed on 09/18/2024 at 11:40 am, as shown in the attached receipt. They also assured me that they had the correct contact number on file and are currently investigating why you did not receive their call.

As we discussed, we are not billing you for this order so are unable to offer a refund. I have reached out to the company you ordered from to express your concerns and request compensation on your behalf. Unfortunately, I have not yet been able to speak with them directly, but I have left a voicemail with my contact information and details about your experience.

Please don’t hesitate to reach out if there’s anything else I can do to support you during this process. Your satisfaction is important to us, and I’m here to help.
Business Response
Date: 10/01/2024
I understand that the estimated delivery date for this order was 09/17 and the order was delivered on 09/18, a day later than you had expected. Unfortunately, any monetary compensation would need to come from the company you ordered from, as we have not received any payment for this order and therefore cannot process a reimbursement. I have made several attempts to reach out to the company on your behalf, but I have not been able to connect with anyone yet. I have left my contact information in multiple voicemails, hoping they will get back to me with any information they may need. I apologize for the inconvenience, but unfortunately, the next steps will need to be taken with the seller.
Customer Answer
Date: 10/21/2024
I guess I'm confused as to what additional information you need? I ordered a engine and it was supposed to delivered on a certain date, it wasn't. I had two mechanics scheduled on that day to put it in. It did not arrived on the date it was supposed to, it arrived the next day. I want to be reimbursed for the mechanics I had that day.
Initial Complaint
Date:08/27/2024
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.
On 8/20/2024 R&L Carriers delivered my new truck hood. The carrier decided to hide the damaged hood by covering the section of package with plastic wrap. This damage was not noticed until after the carrier had left due to being damaged on the bottom back corner. Price for the hood was $600.00 with a $130.00 shipping fee. Due to the damage from the carrier I now have to pay a body shop an additional $600.00 to $800.00 for damages to be repaired. It is one thing to damage a product, it happens, but it is another to hide it and pretend it's not there. I would like to see R&L either deliver me a new truck hood from ****** ****** ********* or reimburse me for the cost to repair.
Business Response
Date: 09/05/2024
After carefully reviewing the details, our records do not indicate any damage or re-packaging during our handling of this order. I have attached a copy of the clear signed delivery receipt for your records. I also want to clarify that since we have not processed any payment for this order, we are unable to offer a refund at this time. However, we have reached out to ****** ****** on your behalf to explain the situation regarding the damage to the hood and to advocate for your request for compensation and a replacement order.
Initial Complaint
Date:07/08/2024
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.
Date of loss 5/15/2024
Location: ***** *** *** ** ***** ******* ** *****

It appears that while the driver was backing the truck and trailer up into our driveway that the
front right tire went into our landscaping and the tire and or front bumper broke 2 wooden
signs and pushed over an ornamental wheelbarrow and broke it as well.

I followed there claim process, supplied pictures of the damage and video of their truck in my driveway along with 2 estimates to repair the damage but they denied the claim.

There reasoning was that I did not have video of their truck causing the damage.

We would like our landscaping fixed.
Business Response
Date: 07/09/2024
This matter has been thoroughly reviewed by the Director of Safety Claims. Upon further examination, it has been concluded that there is insufficient evidence to support that any damage was caused by the R+L driver. Any additional inquiries can be directed to our safety team at ************ * ****.
Customer Answer
Date: 07/09/2024
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,

**** *****
Initial Complaint
Date:06/20/2024
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.
We have 2 claims that were denied.
First claim #********

I message my rep and noted BOL when driver was still there. There is email thread where they said they found it but never did. I never received the pallet. That was $3K of inventory and still had to pay like it was delivered around $707.25. BOL attached, emails, and claim denial.

2nd Claim #********
This was a differential auto part that shipped from ******* to **********, ********. Customer called us 10 minutes after delivery to report damages to us. The item had concrete on it , the metal was bent all over. This item was dropped to concrete. Also, the straps were broken. I personally had to drive to ******** to deliver replacement to customer and picked up the damaged item. The images, bol attached, emails with rep, and claim denial.
Business Response
Date: 06/24/2024
Upon our initial review of the two orders in question, we have noted that there were no indications of damage in our system. Both orders were signed for at delivery without any reported instances of damage. I have attached copies of the delivery receipts for your reference. This matter has been escalated to our claims manager for further investigation. Should you require any additional information or assistance our claims team can be reached at ###-###-####.
Initial Complaint
Date:06/18/2024
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.
I purchased a lawnmower from ******** **** on March 10, 2024. I paid them for the shipping for the item. The item was delivered and is working fine. 30 days later I get an invoice from R+L Carriers for $128.87 for delivery of the item. I have spent the last 60 days in contact with both ******** **** and R+L Carriers trying to resolve the situation. ******** **** has assured me that I do not owe the money, but has not resolved it, and the conversation with R+L Carriers has gone cold. I never engaged R+L Carriers for the delivery service or signed any agreement or other documentation with them. The resolution I am seeking is dismissal of the freight bill from R+L Carriers.
Business Response
Date: 06/19/2024
After reviewing the order, I discovered that the original shipping paperwork from ******** **** indicated that the consignee should be billed directly. I have since contacted ******** **** and obtained their approval to transfer this invoice to their account. I have successfully updated this information in R+L's system. Therefore, any invoices that have been sent to the receiver can be disregarded.
Initial Complaint
Date:06/06/2024
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.
The company R+L Carriers delivered my pool left it in a random parking spot away from my apartment. They didn’t include my apartment number on the shipping label, and they didn’t contact me to let me know its location. I was told by the company that it’s no contact, but that doesn’t excuse what they did next. They claimed they couldn’t get my package up the curb, so they left it in a random parking spot, even though there was a ramp right next to it. There are multiple ramps in this complex on my side alone, They delivered it around 12:08 PM, and I found out about it around 6:33 PM. When I called for assistance to move it to the correct location, as it was too heavy for two short people to carry, I was told that no one would come because it had been delivered six hours earlier. Additionally, someone in the area already tampered with the package by trying to rip it open. Whoever tore back the protective plastic wrapping left it exposed to the incoming storm. We had to leave it in the rain overnight because we couldn’t carry it. The next morning, I checked on my package and it was gone. R+L Carriers could have delivered it to the apartment complex office, at the entrance, but now it’s completely gone, and the person who was watching the package for hours yesterday most likely stole it. I’m sad about how this was handled. I was going to this pool for a children’s shelter for the summer. Now, unfortunately, I can’t honor the gift I was happy to bring them for some joy over the summer, but now I can’t.
Business Response
Date: 06/11/2024
The sender of this order arranges for all shipments to be delivered curbside without requiring a signature. Additionally, we also were not provided with good contact information for the receiver, nor were we provided their specific apartment number on the shipping paperwork. We are working an internal investigation into this matter with the local operations management team.
Initial Complaint
Date:05/02/2024
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.
This dates back to 9/27/2023. The item arrived damaged to my house i had requested R+L Carriers to pick up the item to return it. when they picked the item up i had set the item in my driveway for them to pick the item up on 10/17/23. I returned home from work that day and there was a huge gouge mark in my drive way. the gouge mark started where i had left the item all the way across my drive way causing thousands of dollars in damage to my drive way. I had filed a claim for the damage that they caused and i provided a picture of the damage and i got 2 estimates to fix the damage that R+L carriers demanded. I provided that information to them and they denied the claim saying that there was no evidence. I asked them to review it and im not sure because I have photos of the damage that was caused to my driveway. All i wanted was for R+L Carriers to fix the problem that they caused and damaged to my property.
Business Response
Date: 05/03/2024
The claim in question has been thoroughly investigated, and after careful examination, no evidence of wrongdoing by R+L has been found.

If you have any further questions or concerns regarding this matter, please do not hesitate to contact our Safety team at ************ *** *****
Business Response
Date: 05/30/2024
This case has been reviewed again thoroughly and unfortunately there is insufficient evidence to support the claim. I have attached the letter that was sent to the customer explaining our decision.
Customer Answer
Date: 07/03/2024
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 damaged my driveway i would like them to apologize and to pay for the damage that they caused. They dragged the item causing gouge marks in my driveway. It was not like this until after they dragged the heavy item on my drive way

Regards,

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

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