Business Profile

Freight Forwarding

R & L Carriers, Inc.

Headquarters

This business is NOT BBB Accredited.

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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: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.
On 1/26/23 I created an order to ship a ****** valued at $8650. The item made it to R&L's dock and was then "lost". Although we got a call from someone that had received another item with our packing slip stuck on it. I was given the run-around for weeks trying to locate this item. And at the last minute was finally told that they could do a camera check (literally with about 24 hours before all the video would be delete). To date no monies have been returned to us for our lost item, and no effort whatsoever to reach any kind of settlement.

STAY FAR AWAY FROM R&L CARRIERS!
Business Response
Date: 08/08/2023
Hello!
I am very sorry about the issues you have had with your order. As we discussed, this claim was paid on April 21, 2023 and any additional questions or concerns can be directed to the claims team at ###-###-####. Since this order is not billing your company, any billing adjustments would come from **** / ********** and I have reached out to them on your behalf. I have fully explained the situation to them and they have advised that they will be reaching out to you to get everything sorted out. Should you need anything further please don't hesitate to reach out. Thank you!
Customer Answer
Date: 08/09/2023
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.

They only passed the buck to the next guy, and that guy has also done nothing to resolve my claim. I've attached the **** invoice in which we were forced to refund $9000 to our customer due to the Item being lost/stolen from R&L Carriers Dock. It is 100% their responsibility to pay us for our lost merchandise.
Regards,

****** ********
Business Response
Date: 08/10/2023
Hello,
I apologize again for your trouble, but the claim has already been paid as of April 21, 2023. Any further disputes would be between you and **** / ********** as they are the billing party for this order. I have reached out to them again on your behalf asking them to contact you to help resolve this matter and provide compensation.
Customer Answer
Date: 08/10/2023
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.

It isn't just about the payout (which was not payed to us: the owner of the shipment). It's also about the fact your company gave me the run-around for months about this. When I talked with the dock mgr. repeatedly and he waited to the last possible minute before videos would be deleted before offering to look at dock videos to track it down. It was most likely stolen by one of your employees, and then your company thwarted any effort to track it down. Your customer service has not only been terrible, but wasted hours and hours of my time. I will never do business with your company again, and I will tell everyone I know to avoid RL Carriers like the plague.
Regards,

****** ********
Initial Complaint
Date:08/03/2023
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 placed an equipment order through ***** ******* on July 13th (2023), it was shipped July 20th from ***** ******* and delivered to the *** warehouse Monday, July 24th.

I have called the carrier every business day since the 26th to do a status check because they do not call to schedule a delivery appointment. So learning this I was able to schedule an appointment for Monday the 31st, but they failed to load the delivery.

I learned this Monday afternoon when I followed up, so I scheduled another appointment for Tuesday. Tuesday the shipment was loaded on a truck but was never delivered, again no call from the carrier.

They unloaded it and failed to ship it out on Wednseday, so I again called to set an appointment for Thursday after speaking to Donna a Customer Service Manager. She confirmed it would be shipped on Thursday, August 3rd.

Not only did it not ship, it can't be located on the dock. I gained that information from having to call Donna after failing to recieve my order (now a week and a half behind schedule).

There is zero coherence or organization between the warehouse/dock and the office. This is a large equipment order for my business and the long delay is negatively impacting my operations. I am not looking for repurcussions, I just want the piece of mind that this will be handled immediately. Find my delivery, have a sense of urgency, and deliver my order.
Business Response
Date: 08/04/2023
Hello!
I am very sorry for the delay on your delivery and the trouble you have experienced. I have brought this to the attention of the local service center manager and director of operations to be addressed accordingly. The service center manager has advised that your order will be delivered to you today as the second stop on the driver. Should you need any additional assistance please don't hesitate to reach out to our Corporate Customer Service team at ###-###-#### or email [email protected]. Thank you and I apologize again!
Initial Complaint
Date:07/11/2023
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 am writing to express my utmost dissatisfaction and deep disappointment with the level of service provided by R+L Carriers in handling my recent shipment. I am appalled by the unprofessional conduct, lack of integrity, and complete disregard for customer satisfaction exhibited by your company. This letter serves as a formal complaint regarding the unjustified freight class change, the imposition of unwarranted additional charges, and the severe damage inflicted upon my shipment.

First and foremost, I was shocked to discover that R+L Carriers took it upon themselves to change the assigned freight class for my shipment without any valid reason or explanation. This unilateral decision resulted in significant inconvenience and financial burden on my part. Such arbitrary alterations demonstrate a clear lack of transparency and integrity on the part of your company, tarnishing your reputation as a reliable freight service provider.

Furthermore, I am appalled by the fact that R+L Carriers charged me extra for not having a business drop-off location, despite the fact that the destination address is a certified business establishment. This unjustifiable imposition of additional fees is not only unjust but also a clear violation of the terms and conditions set forth by your own company. It is highly disconcerting to witness such blatant disregard for fair business practices and customer satisfaction.

To make matters worse, the condition in which my shipment arrived was utterly unacceptable. The machine I entrusted to your care was delivered in a severely damaged state. It is evident that the utmost care and attention were not given during the handling and transportation process. The negligent treatment of my shipment not only resulted in significant financial loss but also disrupted my business operations, causing undue inconvenience and frustration.

I bought insurance as well, and I would like the damages to be paid for.

Thank you.
Business Response
Date: 07/13/2023
Hello!
As per our conversation, R+L is not billing you for these shipping charges. We are billing ****** and I have reached out to them on your behalf to advise of your concerns. They have confirmed that they will be speaking with you on this and taking it from here. I apologize again for the issues that you have experienced, should you need anything else please reach out to our Corporate Customer Service team at ###-###-####. Thank you!
Customer Answer
Date: 07/15/2023
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. I am still waiting for a update on the claim of the damaged item, and on top of that, the extra charges. The system said that I must respond within 7 days, so this is the update on what is going on. Thank you.

Regards,

***** ****
Business Response
Date: 07/18/2023
Hello!
The claim's team has made the decision to close and deny this claim as the shipment was signed free and clear indicating that it was received in good order. Additionally, as discussed, ****** is who we are billing for this shipment, and we can only discuss charges with them. I have spoken with them on your behalf, and they have advised that they are still reviewing your case and it may be another week before a decision is made. They have advised me to direct you to them with any further inquiries as this is out of R+L's hands.
Customer Answer
Date: 07/18/2023
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. I submitted all the necessary clear evidence, the item damage was concealed. Read your other reviews, I am not the only buyer who has had this issue with R and L
Regards,

***** ****
Initial Complaint
Date:07/05/2023
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.
Hello,

I am writing to express my dissatisfaction with our recent encounters involving a delivery driver from R&L Carriers. On two separate occasions, the driver demonstrated rudeness by refusing to allow us to inspect the pallet before signing off on the Bill of Lading (BOL) and denying us the opportunity to include the "Subject to inspect" clause.

In an effort to address this issue, I contacted the local terminal to lodge a complaint. Unfortunately, my call was transferred from the manager to the dispatcher, **** who abruptly ended our conversation. Subsequently, when I called back and requested to speak with **** the secretary informed me that he was unwilling to communicate with us.

I am bringing this matter to your attention because I believe it is crucial to uphold professionalism and courtesy. I kindly request that you investigate this incident thoroughly and take appropriate measures to prevent any recurrence of such behavior in the future.

Thank you for your prompt attention to this matter.

Sincerely,
Business Response
Date: 07/06/2023
Hello!
I am very sorry for the trouble you have experienced. The local service center manager has advised that this has been addressed and that everything has been talked out between you and your shipper. Should you ever require any additional assistance please don't hesitate to contact our Corporate Customer Service team at ************. Thank you!
Customer Answer
Date: 07/06/2023
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.

Regards,

******* *****
Initial Complaint
Date:06/15/2023
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.
Dear R & L Carriers, Inc:

On June 8, 2023, I used your shipping service to deliver a motor scooter to my place. When the driver opened the rear door of the truck. I saw the motor scooter within a few inches from the ground. It was wrapped in black plastic, which made it impossible to see the inside contents of the package.

Unfortunately, later that day when I removed the packaging I saw the motor scooter was heavily damage. It was damaged by either the seller or shipping company. The service was inadequate because the driver stated, it was against company policy to return cargo that was not in its original package.

To resolve the problem, I would appreciate a replacement motor scooter, so I can commute. I already sent copies of my records.

I look forward to your reply and a resolution to my problem. I will wait until July 16, 2023 before seeking help from a consumer protection agency or other assistance. Please contact me at the above by phone or email address.

Sincerely,
* *****
Business Response
Date: 06/19/2023
Hello!
I am sorry to hear that you experienced issues with your motor scooter delivery. I would like to look into this further for you but do need some more information, such as your R+L tracking number. I have also sent you an email and left a voicemail regarding this matter. You can reach our Corporate Customer Service at ###-###-#### for additional assistance.
Customer Answer
Date: 08/14/2023
Dear R+L Carriers,

I'm responding to your email concerning my motor scooter that was delivered heavily damaged. I tried to contact your company several times and your staff never returned my calls. The motor scooter company suggested using my warranty to cover damaged parts, but some of the items are out of stock. Please reply to this email or phone number, and include information about getting compensated for my damaged motor scooter. I realize this process can be time-consuming, but you have put me at risk with your careless service. Resolving this issue amicably would be best for our both interest. Thank you very much.

Best,

Customer
Business Response
Date: 08/18/2023
Hello!
As per our discussion, with this shipment being signed clear with no exceptions and us not billing you directly any compensation would actually come from your shipper. I have reached out to them on your behalf to make sure they are aware of everything and advised that you would like to receive a replacement scooter and/or receive compensation on charges as well. If you require any additional assistance, you can feel free to reach out to me directly or our Corporate Customer Service team at ###-###-####. Thank you, Christina.
Initial Complaint
Date:06/13/2023
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.
AFTER RECEIVING A RATE QUOTE WHICH I HAVE ATTACHED AND HAD PRINTED ON MY BOL, A PICKUP WAS SCHEDULED THROUGH R&L CARRIERS WEBSITE YESTERDAY 6/12/2023. AT THE TIME THE PICKUP WAS SCHEUDLED THERE WAS NO INDICATION THROUGH THE WEBSITE OF ANY ISSUES, NO NOTICE OF NOT SERVICING AN AREA, NOTHING. A DRIVER CAME AND DID IN FACT PICK UP THIS MATERIAL, ONLY TO TAKE IT TO ********** **** WHERE IT SAT OVERNIGHT, THEN WITH NO NOTIFATION OF ANY KIND THEY SHIPPED THE MATERIAL BACK TO ITS ORIGIN. THIS HAS CAUSED SIGNIFICANT DELAYS FOR MY CUSTOMER, AND HOURS OF MY TIME ATTEMPTING TO FIX THEIR HUGE ERROR, AND ALSO ADDITIONAL MONEY PAID TO MY SHIPPER FOR THIS UNEXPECTED RETURN OF MATERIALS. I SPOKE WITH SCOT O******** WHO IS SUPPOSEDLY MY "REP", WHO WAS MOST UNHELPFUL AND SIMPLY TOLD ME MY CARGO WAS MY RESPONSIBILITY AND HE WAS NOT WILLING TO REROUTE THIS SHIPMENT THROUGH A CARRIER WHO WOULD SERVICE THIS DESTINATION. I FOUND OUT AFTER SPEAKING WITH HIM THAT R&L WILL NOT DELIVER TO THIS PARTICULAR ADDRESS NOT DUE TO THE AREA ITSELF, BUT BECAUSE ONE OF THEIR DRIVERS HAD AN ALTERCATION WITH THE WAREHOUSE MANAGER AT THE DELIVERY POINT SOME TIME PREVIOUSLY, SO THEY HAVE CHILDISHLY CHOSEN TO NOT DELIVER TO THIS BUSINESS. BETWEEN THEIR OUTDATED WEBSITE THAT DOES NOT INDICATE WHEN THEY REFUSE TO DELIVER TO AN AREA, TO SHIPPING THIS MATERIAL BACK TO ME WITHOUT ANY NOTICE EITHER BY EMAIL, PHONE CALL OR ANY OTHER MEANS OF COMMUNICATION, AND THE LACK OF CS I FIND THIS ENTIRE EXPERIANCE MORE THAN DISHEARTENING. R&L SHOULD BE SANCTIONED FOR CAUSING UNSUSPECTING CUSTOMERS ALL THIS GRIEF, TIME AND MONEY.
Business Response
Date: 06/14/2023
Hello!
I am very sorry for your experience with this order. I do show that this order was picked up and immediately typed to return back to you at no charge the following day. This particular customer has been flagged in our system as not serviceable. I looked into the reason for this with the local service center and was advised that this customer is not serviced because of excessive wait times to be offloaded. I apologize for the lack of communication here and have brought this to the attention of operations to suggest changes for the future.
Customer Answer
Date: 06/14/2023
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.
I have been informed that the reasoning provided by R&L is untrue, the wait time offloading isn't the reason they are refusing to deliver there. The actual reason is due to an argument between an R&L driver and the warehouse employee, which is a ridiculous childish reason to not service an address. Furthermore, telling a customer as I was told by my "rep" at R&L that the freight is my responsibility and they could not source a load that they willingly picked up knowing they had no intent to deliver to a company who actually would provide the service they agreed to provide was the utmost worst customer service I have ever experienced. R&L made it their responsibility upon picking up my material @ ***, nothing on the website when this was scheduled telling me undeliverable address, no call nor email letting me know what was occurring, simply returned my material and made it my problem to figure out how to get it where it needed to be. This left my pallet of material open to potential damages from moving it from here, to their ********** facility in ****, back on yet another truck to return here. That means this load was moved around 3 times before it was ever picked up for the actual delivery. If my customer comes back saying he received multiple broken bricks, who intends to be responsible to cover that cost? I will say R&L will receive a bill if this occurs as all the unnecessary movement of this material would be the reasoning for damages.
This ordeal has cost my company time and money, my customer time and money, and all R&L has to say is oh well we did return it right away, which by the way was not part of the arrangement made when they accepted my LTL shipment. There is a severe lack of accountability and responsibility when it comes to R&L carriers.

Regards,

******** *****
Initial Complaint
Date:06/12/2023
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.
The carrier drove down my driveway and took out my power line threw my package on my lawn and split, leaving a major fire risk.
Business Response
Date: 06/13/2023
Hello!
I'm so sorry to hear that this happened and thank you for bringing this to our attention. Your information has been sent over to one of our safety managers for review. They will be reaching out to you to help resolve this matter. Should you need any additional assistance our Safety team can be reached at ###-###-####.
Customer Answer
Date: 06/13/2023
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:05/18/2023
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 freight delivery was supposed to be delivered Friday, May 12, 2023. The driver never showed nor did we receive a call saying they weren't coming. My husband called the following Monday and the made an appointment for the delivery for Tuesday, May 16, 2023. When no one had shown by mid-day my husband called again. He was told the driver was one county over and we were the next stop. Still no one showed. My husband called the next day and RL set up an appointment for Thursday, May 18, 2023. When no one had shown by late afternoon I called again. I was finally told my freight was delivered to someone else. I asked how this happened and was told it was "mislabeled". I asked how this happened because the confirmation my vendor sent had the correct information so it couldn't have been them. They refused to accept responsiblity for losing my freight. I asked why no one called to tell me my freight was lost especially when we've called over and over and they kept setting appointments they weren't keeping. I was told today they located the lost freight and they will go pick it up at some point and let me know when it can be delivered. They refused to tell me where it was delivered but somehow know that my freight is unopened and it's okay so I shouldn't be upset. This is the worst freight company I've ever seen and I want what I've paid for that they lost.
Business Response
Date: 05/22/2023
Hello!
I am so sorry for the delay on your order. This information was all brought to the local service center manager's attention and has been addressed to help ensure something like this does not happen again in the future. I do show that your order has now been delivered to you and again I sincerely apologize for all the trouble. Should you need anything else please don't hesitate to reach out to us at ###-###-####.
Initial Complaint
Date:05/16/2023
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.
R+L Carriers were designated by Build.com to do curbside delivery of a $1,000 glass shower door, based on our order. R+L's customer service notified us the same day that delivery would happen sometime during the day, which prompted us to stay home all day to oversee the delivery. We never even received as much as a phone call, a text message or even a buzz on the door telling us this had been done, when the delivery was taking place. We received an email notification hours after the 200 lbs package had been left in the alley (among the garbage dumpsters!), behind the wrong building. The photo that didn't show clearly where the package had been left, and we had to go searching for it, through the entire alley (despite the shipping confirmation clearly stating curb-side delivery). The street number of the building where the package was left was clearly posted, and it didn't match our address. This carelessness is unacceptable and shows very clearly that R+L Carriers do not care one iota about their customers.
Business Response
Date: 05/18/2023
Hello!
I am very sorry to hear about the issues you have had with your delivery. ********* does have it set so that all of their shipments are delivered without a signature. As discussed, this information has been provided to the local service center manager to review and address with his driver and they will be in contact with your wife as requested. I have also reached out to Build on your behalf to let them know what has taken place with this order and that you would like to receive a refund.
Customer Answer
Date: 05/18/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and am awaiting a resolution.

Regards,

*** *********
Initial Complaint
Date:05/09/2023
Type:Billing 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 already paid them and now they are threatening to send this bill to a collection agency. I just got the letter yesterday and didn't know about this if this other company does not pay them.

I do not want them to send this to a collection agency.
Business Response
Date: 05/11/2023
Hello!
I would very much like to look into this and assist you, however, I do need some more information. Can you please provide me with the tracking number for the shipment in question? You can also feel free to give us a call here at ###-###-#### and we will be happy to assist you further.
Customer Answer
Date: 05/12/2023
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,

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

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