Complaints

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

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• 

  R & L Carriers, Inc.

  600 Gillam Road Wilmington, OH 45177

• 

  R & L Carriers

  2001 Ruffin Mill Rd Colonial Heights, VA 23834

• 

  R+L Carriers

  4359 W 36TH ST NA CHICAGO, IL 60632

• 

  R+L Carriers

  4000 W Lake St Melrose Park, IL 60160

• 

  R & L Carriers, Inc.

  PO Box 271 Wilmington, OH 45177-0271

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:09/18/2023

  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.

  This carrier has quoted and billed us significantly different amounts for years, overcharged us and charged without authorization while not providing credits for any of this. We have been trained and have purchased certified scales to enter exact information required by freight carriers to book a shipment. We have problems with almost every shipment being reweighed, reclassed and quotes and bills coming in at over $100 difference. There is no explanation of this or resolution. R&L does not credit us for any discrepancy. They just automatically bill us even when we have claims or disputes of charges. We have tried working this out with Supervisors, Managers, Reps and there is still no resolution. We are even paying cod on shipments and they won't pick up our shipments.

  Business Response

  Date: 09/20/2023

  Hello!

  I'm sorry for the issues you have experienced. As per our discussion I took a look at some of your examples and found that the reason for the difference in charges were either due to additional services performed that were not listed in your quote or class discrepancies so those charges were valid. I have reached out to the director of sales over your account, and he will be reaching out to you to discuss the billing issues you have been having. 

• Initial Complaint

  Date:09/16/2023

  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.

  Eight days ago, order a custom hood for my ***** * ** pick up through **** *********** the hood finally got here the box was damaged, and I asked the driver to open the box and the hood was damaged heavily. I feel that the company was trying to hide the damage hood and thinking that I would except it

  Business Response

  Date: 09/18/2023

  Hello!

  I apologize again that there was damage to the hood you received. As per our discussion **** has already refunded you your money for this order and I have reached out to them to let them know you would like to receive a replacement. They have advised me that they will be reaching out to you to discuss. Should you need any additional assistance please don't hesitate to contact me. 

• Initial Complaint

  Date:09/15/2023

  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.

  Pro # ********** 
  Delay in delivery.
  
  My freight on Pro # ********** arrived at the China Grove NC terminal on Wednesday, Sept. 13th before 5 AM on an R&L Trailer arriving out of Savannah Ga. Delivery to my address was expected no later than Thursday afternoon, Sept. 14th. After multiple calls, it was determined the trailer with Pro # ********** is sitting on the China Grove, NC yard and hasn't been unloaded as of Friday morning Sept. 15th. If the terminal is that short staffed or overwhelmed with business, I would think area/regional management would be addressing the issue aggressively to resolve the problem. Any company should desire to have a manageable level of customers they can service properly than have an unmanageable level of customers who are not receiving the level of service expected. R&L Staff can't even tell me when I will be receiving my shipment. Not Good!! I may be reached at ###-###-####. Thank you in advance for any assistance you can give. ***** **********

  Business Response

  Date: 09/19/2023

  Hello! 

  I'm so sorry for the delay on you order. The local service center manager and director of operations have been made aware of the situation and are working diligently to fix the issue going forward. I'm showing your order is out for delivery; you should receive this today. Should you require any additional assistance please don't hesitate to reach out to our Corporate Customer Service team at ************. Thank you! 

• Initial Complaint

  Date:09/13/2023

  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.

  I was called by the company on a Friday saying that I should be expecting a delivery and to be available between 10-2pm. The delivery never came.
  
  I called and was told that I should expect it on Monday with the same parameters. the delivery never came.
  
  I called again and was told to expect it on Tuesday. The delivery never came.
  
  I then called back on a Wednesday and was hung up on 3 times in a row when requesting information. I then needed to call the corporate office who called for me and were told that it was out for delivery and to expect it between 1-3pm. The delivery didnt come.
  
  I called corporate for an update and they called the ******* ** office and were told that it has been scheduled for Thursday now. I have no expectations that this shipment will arrive on Thursday.
  
  As some one who works in logistics, I understand shipping delays, and I understand pallets getting bumped off of a manifest. However, what I don't understand is the total abscence of communication. If something was scheduled and the customer is waiting for the delivery but something changes, then it should be communicated to the customer. I have a job and responsibilities and sticking around the delivery location is a large constraint.
  
  This frustration is strickly with the ******* ** office and the way they have handled the disruption. After being hung up on 3 times in a row, I am also worried that there will be some sort of malicious action from the company and my item will arrive damaged.
  
  The way this Wilson center operates is unacceptable.

  Business Response

  Date: 09/18/2023

  Hello!

  I'm so sorry for all of the trouble and delays you have experienced with your order. As per our discussion this was brought to the attention of the local service center manager and the director of operations for the ******* ** terminal. Your shipment has been put on a driver for delivery today and you should be receiving it soon. If you should need any additional assistance, please don't hesitate to reach back out. Thank you, and I apologize again! 

• Initial Complaint

  Date:09/13/2023

  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.

  ******** ***** *** has charged me for a slot machine, which was never delivered! How can visa believe these people over me? I am 69 years old and wanted to get a slot machine with the coin drop for my grand kids. ******** ***** *** took 3 months to get the slot machine ready and then they used R+L carriers, who never delivered the slot machine. I really wanted the slot machine and tried looking out often for R+L carriers that gave me a time slot of 8:00am to 9pm on two different days. After R+L carriers sent the slot machine back to ******** ***** *** they convinced visa to charge me for a slot machine that I have NEVER received? So, I am out $1,381.00! I am sorry, to bother you with this problem, I am so confused how they can rip people off and get away with it! What is this world coming to?
  
  Frustrated and confused,
  
  Thank You,
  **** * *******
  
  **********
  
  P.S. I have received thousands of different types of deliveries over the years. The only problem I have ever had is with R+L carriers. Maybe I should let people know about their non-delivery service? I have NO reason to believe they actually came to the correct address.

  Business Response

  Date: 09/15/2023

  Hello!

  I am very sorry to hear about the issues you have experienced. I would like to look into this further but do require some more information, such as the R+L tracking number that this is in regard to. Please reach out to our Corporate Customer Service at ************ or *********************** so we can assist you. I have also sent you an email to your personal email address if you can reply to that and I will look into this right away. Thank you! 

  Customer Answer

  Date: 09/18/2023

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

  
  All they have done is give me an email address for customer service.
  

  Regards,
  
  
  **** *******
  
  

  Business Response

  Date: 09/26/2023

  Hello!

  As per our conversation, we reached out to the billing party on this order for good contact information on 01/05/2023. After not receiving anything from the billing party we went ahead and attempted delivery to you on 01/10/2023 and 01/12/2023 but the driver advised that no one was available to accept the delivery. On 01/13/2023 the billing party requested that this be returned to the shipper. Unfortunately, since this is from January, we are unable to go back to the driver for more details and ultimately, we have to send the freight where the billing party advises us to. As advised, I will reach out to the billing party on your behalf to let them know that you are still looking to be reimbursed for this order and possibly have it re-shipped. 

  Customer Answer

  Date: 10/09/2023

  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,
  
  
  
  **** *******

  Dear BBB investigators,
  
  There was not a place to wright another message regarding this matter.
  So, I am writing the following in this email.
  
  R&L carriers did in fact reach me and set up the day for delivery. When no one showed up to deliver the device, I called R&L and they stated that they would delivery on a new specified day. Again no one showed up to deliver the device.
  Why these people did NOT show up to deliver the device is a mystery to this date.
  Please, help me with this problem.
  
  Thank You,
  **** ** *******
  *******************
  ###-###-####
  
  

  Business Response

  Date: 10/09/2023

  Hello, 

  Upon review of this order, I have found that we reached out to the billing party on 01/05/2023 for good contact information. After not receiving any updated contact information we attempted delivery on 01/10/2023 and 01/12/2023. It was on 01/13/2023 that the billing party requested we return this to the shipper, and we complied. I have reached out to the billing party to let them know that you are looking to be compensated and receive a new order. They have advised that they will be reviewing this on their end. For additional assistance I would suggest reaching out to the company that you ordered from as they would be the ones that need to re-ship and refund your money. 

  Customer Answer

  Date: 10/16/2023

  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,
  
  
  
  **** *******
  

  Customer Answer

  Date: 10/17/2023

  R&L carriers FAILED to deliver the package from ******** ***** ***! After waiting from 8:00am to 9:00pm for the delivery of said package I then called R&L carriers, they decided to set up a new day! Again, I waiting from 8:00am to 9:00pm for the delivery of said package! I looked later at a text from the delivery person saying they are at the property, but FAIL to ring the door bell or knock on the front door! It is ridiculous that R&L carriers claims that they tried calling me and my mailbox was full! That is NO excuse for NOT ringing the door bell or simply knocking on the front door! Their dereliction of their duty to deliver my package is incredible! I receive packages daily and everyone pushes the button for the door bell! There is ZERO evidence that they tried, in a common sense way, to deliver my package!

  Business Response

  Date: 10/17/2023

  Hello!

  With this being an order from January we are unable to review further with our driver. We show attempting delivery multiple times, and it was the billing party's decision to have this returned back to ********* *****. R+L as the freight carrier has to follow the instructions of the billing party. I have reached out to them again as well as ********* ***** to advise that you are still looking to be compensated for your order. Unfortunately, this is out of R+L's hands at this point. 

  Customer Answer

  Date: 10/18/2023

  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.
  
  These people did NOT attempt to deliver my package! There was NO attempt by R&L to ring my door bell or knock on my door!
  Regards,
  
  
  
  **** *******
  

  Business Response

  Date: 10/18/2023

  Hello!

  We had a driver attempt delivery on 01/10/2023 and 01/12/2023 and the driver reported on both occasions that no one was home. It was after these two attempts that the billing party and shipper asked that we have this returned and we did so on 01/18/2023. 

  Customer Answer

  Date: 10/20/2023

  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.
  
  R&L Carrier's Driver did NOT go up to the front door and ring the door bell or even knock! I am retired and my son and I are always home and my wife is retired and is most of the time at home. I do NOT understand why R&L continues to make excuses for their driver? I am trying to explain to them that there was NO physical attempt to deliver my package! Why they wish to beLIEve their driver when there was always someone home at at the address willing and waiting for the arrival of this package? I am sorry, but I have received thousands of deliveries from ever types of companies and have NEVER had a single delivery problem, except with R&L Carriers. I think it is important that R&L own up to the problem with their driver, who I am sure is no longer working there, and correct this problem! I have zero reason or motivation to be absent when delivery was scheduled!

  Regards,
  
  
  
  **** *******
  
  

  Business Response

  Date: 10/23/2023

  Hello!

  I apologize, this order is 10 months old and has been reviewed to the best of our abilities. We show multiple delivery attempts were made and all details have been provided here in relation to those attempts. There is no additional follow up or compensation that R+L can offer. I would direct any additional correspondence to your shipper, ********* *****. 

  Customer Answer

  Date: 10/23/2023

  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.
  
  It is unheard of that R&L couriers refuses to take responsibility and our compensate me for my lose because of their incompetence in making a simple delivery! Their refusal to make things right, just shows me how terrible this company really is! They need to reimburse me for the shipping charges that they charged ******** *****, so I could apply it toward a different shipping company to deliver the same product from a more reputable slot machine company!
  Regards,
  
  
  
  **** *******
  

• Initial Complaint

  Date:08/28/2023

  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.

  I've purchased four air conditioning units from a vendor who contracts R&L Carriers to fulfill the freight shipping for their orders. After each order, R&L Carriers calls me and schedules a delivery date and time (they provide a 9 AM-5 PM window, meaning someone must be home all day to sign when the delivery arrives). The business completed none of the four orders by the scheduled delivery days. They rescheduled 2-3 times for each order, costing me additional days of missed work when I was required to stay home and await delivery.
  
  I tried to mitigate their inability to fulfill their customer commitments by calling every day, starting when I received their scheduling call until the expected delivery day, to confirm they had the correct order details and were processing it appropriately. Despite this exceptional effort on my part, they loaded the items on the wrong truck. They need to reschedule again, costing me the $400 call-out fee of an HVAC technician who was at my house and ready to complete the installation.

  Business Response

  Date: 08/29/2023

  Hello! 

  As per our discussion, I did find 4 recent orders for you in our system. I show that 3 of the 4 were delivered on the original appointed date and the 4th was missed once and rescheduled. I understand that a straight truck is needed and was requested in order to bring these orders to your location, however, we do not currently have a straight truck in your area which resulted in you having to meet our drivers down the road and also caused the missed appointment on pro#*********. While a straight truck was not requested on the shipping paperwork this should have been communicated to you when you made the request at the time of scheduling your delivery appointment. I apologize for the lack of better communication and can ensure you that this has been addressed with the local service center manager and the appointment team. I have reached out to your shipper on your behalf to make them aware of the situation and advised that you would like to be compensated as we are billing your shipper for this and not you directly. I have asked that they reach out to you to discuss this. If you should need anything else, please don't hesitate to reach out to me directly or our Corporate Customer Service team at ###-###-####. I apologize again for the inconvenience. 

• Initial Complaint

  Date:08/25/2023

  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.

  I had a shipment scheduled from 12-5 on Thursday. It never came so I called and I was told it would be the fist shipment on Friday. Afterwards they called and said that I could come and pick it up however it was supposed to be delivered. I asked when they could deliver it and they said Monday. At this point its scheduled to be 5 days late. I needed that shipment on Thursday.

  Business Response

  Date: 08/28/2023

  Hello!

  I am very sorry for the delay on your order. As per our discussion this has been brought to the attention of the local operations team and this is currently routed for delivery today as the driver's first stop. You should receive your order by 12pm today. Should you require any additional assistance please don't hesitate to reach out to me directly or our Coporate Customer Service group at ************. Thank you! 

• Initial Complaint

  Date:08/16/2023

  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.

  Our business ordered two items totaling a value of $11K. The business shipped our item using R&L Carriers. The tracking number # ********* was provided for a total of 3530 lbs. Tracking number show the two items were delivered. Yet when the delivery arrived, to our surprise, we only received the small item and not the item 13300 Sheet M***l Bender that weights the 3000+ lbs and the costliest. In reaching out to customer service we were advised two versions of the occurrence, 1) the item was not delivered because it was too large for a truck and 2) it was left behind when loading. Customer Service is advising that they could not provide an *** as to when our item will be delivered and could not provided further assistance. If the business was aware that only one item was to be delivered I would think that a phone call would be part of their protocol. What most concerns me is that the Shipping Slip shows two items were part of the delivery and the tracking number now shows both items were delivered when it truly wasn't. Along with our business not receiving this item our business lost $350.00 for a rental of a forklift which was needed to move the 3000+ pound item. A claim has been filed with R&L Carriers for this amount but for the business not be able to provide an *** as to when our item will be delivered doesn't make sense.

  Business Response

  Date: 08/21/2023

  Hello! 

  I am very sorry again for the issues you have experienced with your order. As per our conversation, I have reached out to the company you ordered from on your behalf to explain the situation and let them know that you would like to be compensated. The remainder of your order was delivered on Friday afternoon at 1:40pm. Should you need any additional assistance you can feel free to reach out to me or our Coporate Customer Service team at ************ or [email protected]. 

• Initial Complaint

  Date:08/14/2023

  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.

  This company scheduled a deliver on 08/11/2023 between 11a and 4p.
  Failed to update that the delivery would be delayed an extra 4 days. Will not provide a shipping refund, will not provide a set time for the delivery, refuse to allow customer to pick up freight when it arrives at the terminal. Horrible customer service on the phone. Transferred 5 times before getting an update on the freight.

  Business Response

  Date: 08/14/2023

  Hello!
  I apologize for the trouble and delays you have experienced with your order. As we discussed on Friday your shipment was routed out for delivery today for delivery before noon and actually has already delivered this morning in good condition per the delivery paperwork on file. Since we did not bill you for this shipment, we do not have a refund to offer you, but I have reached out a couple of times to your shipper to advise of the situation and let them know you are looking for compensation. The local service center manager is also addressing the issues on his end to help ensure better service is provided in the future. 

• Initial Complaint

  Date:08/08/2023

  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.

  R & L Carriers gave me a quote and also told me three times that the customer canceled the order which didn't happen. I had to call them several times to solve the situation before they would actually pick up my product from the pick up location. Then this morning I received a call saying my package would be delivered today, but I needed to have a check for three times the quote to have it dropped off. I called and was told that they had to go inside the building to pick it up, which was untrue as the shipping location brought it outside and loaded it on the truck. The rude person I spoke with hung up on me when I told her I was not going to pay more than the quote. I will never use R & L Carriers again, in fact the location that my product was picked up from told me that they have had trouble with R & L Carriers, not surprised after my experience with them.

  Business Response

  Date: 08/10/2023

  Hello!

  I am very sorry for the issues you have experienced with your order. I'm showing your delivery is expected to happen this morning and the rates have been adjusted. I did send you an email and left a voicemail yesterday if you would like to reach out to discuss this further. You can also reach our Corporate Customer Service team at ###-###-#### or *********************** if you have any questions. Thank you!