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:04/20/2023
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.
03-17-2033 RL trucking damaged my home. This company is very hard to work with if you have a claim .
Business Response
Date: 04/21/2023
Good morning,

I am very sorry to hear this. The property claims manager will be reaching out to you to discuss and help resolve your claim. Should you have any additional questions our safety team can be reached at ###-###-####.

Customer Answer
Date: 09/20/2023
Damage to my home. RL Carriers seems to continue to decide on its own if a claim is valid with no regard how the business is run. After many attempts to email and call the proper people at the company it seems they run the how there claim processes work. In there favor. For years they have delivered on our street only this year during road construction did they pull the utility lines out of my home . I was forced to have a the repairs made on my dime with RL Trucking refusing to compensate my family.
Business Response
Date: 09/20/2023
Date Sent: 9/8/2023 9:50:25 AM
Hello!

I am very sorry for the trouble you have had. Your information has been sent over to our Safety department and a Safety Manager will be reaching out to you to discuss. Should you need any additional assistance our Safety Department can be reached at ###-###-####.
Customer Answer
Date: 09/20/2023
RL Carriers damaged my home when delivering to a business on my street. RL Carriers truck tore the utility lines off my home and damaged the siding. I filed a claim with the safety department. They have no regard for the damage they do or will not correct the issue leaving me to pay the repair bill
Business Response
Date: 09/20/2023
Date Sent: 9/18/2023 7:50:45 AM
Hello!

I am very sorry to hear that this happened. This information has been sent over to our Safety team for review and a Safety Manager will be reaching out to you to help resolve the issue. If you have any questions our safety department can be reached at ###-###-####.
Customer Answer
Date: 09/20/2023
Date Sent: 9/18/2023 8:05:22 AM
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,

******* *****
Business Response
Date: 10/30/2024
The consumer has reported damage to the siding of their house, as well as to some electrical work. As we self-administer claims that fall within our self-insured retention, this matter was not submitted to our insurance provider. The consumer filed a claim for the amount of $3,932.69; however, after thorough reviews conducted by our Safety Manager, it was concluded that there was insufficient supporting documentation to establish R&L's liability for these damages. Consequently, the claim has been denied.
Customer Answer
Date: 11/12/2024
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

RL Carriers clearly damaged my home by driving their equipment on the sidewalk during road construction and tearing down my utility wires and siding. The company obviously denies all damage claims they creat as there BBB rating shows sad business model

Regards,

******* *****
Initial Complaint
Date:04/12/2023
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.
After a 2 year search for a vintage ******** stove without porcelain damage. On February 7, 2023, I traveled 3 hours from home to pallet, prep, and wrap it for shipment to a restorer. I paid $623.99 for R&L Carriers to safely transport my vintage ******** stove without damaging it from ************ to ***************, ******** (BOL # *********). Upon delivery February 10, 2023, the restorer sent me photos of severely damaged porcelain along the top of the stove and on the right front corner edge (when facing the stove) down to bare metal. I immediately contacted R&L about the damage and sent photos of the stove before shipping (without damage) and photos of the damaged areas of the stove found at delivery. I filed a claim (Claim # *******) and sent the documentation they required, referenced the photos already sent, and sent copies of 3 personal emails from persons present at shipping that attested that the stove did not have damaged porcelain when R&L took possession for transport. They denied the claim stating I did not provide evidence that the damage occurred while in R&L possession. I then sent them photos of the shipping material with porcelain dispersed throughout the shipping material. They still denied the claim with the excuse that there was no notation of damage on the delivery form, but the driver left before the stove could be unwrapped and inspected! R&L Carriers company website repeatedly states how they take quality seriously, treat customers like family, "customer satisfaction is mandatory," and they want to generate lifelong customers. Their actions prove otherwise; they do not stand behind their promises. I just wanted my vintage stove to arrive in the same condition in which it was before placing it on the R&L truck in ************. Instead, now I have $725 in porcelain damage added to the cost of my restoration. Money that I would not have to pay if R&L Carriers had done their job! R&L Claims should have all photos & documents.
Business Response
Date: 04/13/2023
Hello!
I am very sorry to hear about the issues you have had with this order. I have asked my claims manager to review and unfortunately their decision does stand as there was no damage of any kind notated at the time of delivery. What I can do, however, is clear the shipping charges on this. I do see that you have already paid the freight charges, but I will request that they be refunded. I apologize again for the situation.
Customer Answer
Date: 04/18/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (refund of the shipping charges - $623.99) is satisfactory to me.

Regards,

**** *****
Customer Answer
Date: 05/03/2023
I spoke with someone at Cincinnati BBB last week regarding Complaint #********. At that time, I chose to wait until Monday to see if R&L Carriers follows through on their resolution agreement, assumption being they would credit the card I used to pay shipping charges. However, I have not yet received any refund of shipping charges from R&L Carriers, nor have they contacted me by any method. I would like this BBB Complaint #******** reopened to hopefully get this resolved.

Thank you,

**** *****
Business Response
Date: 05/04/2023
Hello,
As discussed, the freight charges were refunded, however, they were applied to your account as a credit to be used on a future shipment. As you have requested a check will be mailed to your attention at the address you provided, and you should see this within the next 30 days. I apologize again for the inconvenience.
Customer Answer
Date: 05/10/2023
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. I am currently awaiting refund of delivery charges of $623.99 via check by mail. If not received within 30 days, I'll contact BBB again.

Regards,

**** *****
Initial Complaint
Date:03/28/2023
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.
We received a Legal Notice of Undeliverable freight, immediate action required, first and final notice from the company R+L Carrier.
We purchased product from Blue Sky and were instructed to use our freight forward Hawaii Air Cargo but R+L Carrier picked up the freight on 2/8/23, Pro# *********, even with a Hawaii Air Cargo Bill of Lading. When contacted by Blue Sky many times they never returned the freight.
How this Legal Notice now ends up to our business is not right because we were never involved in this issue. They are not a carrier we use or have any business with.
Business Response
Date: 03/29/2023
Hello!
I apologize, an R+L driver went into this shipper's location on 02/08 and the freight along with the shipping paperwork were provided to him and he was allowed to leave the property with this shipment. The freight was then moved to Hawaii and attempts were made to get this delivered to your location.
Unfortunately, at this time we have not received disposition along with acceptance of freight charges from any party. As such the legal process has been started in which notices have been sent out to every party listed on the shipping paperwork. This legal process will continue to be followed until resolution has been reached.
Business Response
Date: 03/30/2023
Hello!
I apologize again for the situation. You should not receive another legal notice in the mail from us. We will continue to work with the shipper in an attempt to reach resolution.
Customer Answer
Date: 04/04/2023
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:03/24/2023
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.
We ordered a meter center over a year ago in March of 2022. R&L Carriers delivered a damaged and unusable meter center in March of 2023. R&L Carriers is dismissing a $2,000 claim with zero ground to standing. The equipment was damaged under their care and responsibility and they are trying to dust their hands clean without any tangible excuse past "It's the shipper's responsibility". You shouldn't have to get lawyers involved over such a clear case of negligence but I guess that's how it is these days. It's really quite clear- the seller gave them an item to deliver, the item was damaged under their care, they should have to pay for the cost of the item.
Business Response
Date: 03/27/2023
Hello!
Thank you for reaching out. I have spoken with my claims manager and the issue here is that your company is not listed anywhere on the shipping paperwork so the claim cannot be processed. A party that is listed on the original bill of lading would need to file the claim.
Initial Complaint
Date:03/21/2023
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.
Shipment that occured on January 31, 2023
Freight bill number **********
$218.91
The freight being shipped was an exotic trophy mount for a customer. It was crated with wood and screws, by the taxidermist company, like they always do.(see picture with part of the wood still attached to the animal) When this one arrived at our dock it was in a large box. We receive large boxes all the time so the warehouse personnel did not think anything of it. When they opened the box they found the exotic trophy mount with both of his horns snapped off. So an employee, or multiple employees, of R&L carriers snapped the horns and repackaged it in a cardboard. Pictures are attached. When I contacted R&L all they said was "how do you know R&L did the damage". I said "because it came in a cardboard box and it was shipped in a wooden crate". Then she said "why did you wait so long to report"? I said "because I reported it directly to the shipper immediately". She said that is not the proper procedure. I continued to try and get in taken care of without any luck. The shipper even contacted their person with no luck.
Box dimension on the shipment was 55 x 47 x 25
Arrived dimension(see picture) was 25 x 25 x 25
Business Response
Date: 03/22/2023
Hello!

I am very sorry to hear that your order arrived damaged. Unfortunately, I am not seeing any notations of damage in our system nor has a claim been filed at this time. What I can do is offer to clear the freight charges on this order for you.
Customer Answer
Date: 03/24/2023
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 will pay the freight and refuse to use R&L Carriers. It does not surprise me you did not see a complaint. I guess the lady I spoke with for 5 minutes decided that broke horns and changed packaging were not an issue. I followed the process and R&L decided this was not an issue. It is either incompetence or a standard operating procedure for the person receiving the complaint.
I also spoke with the shipper again, who was supposed to have a meeting with their R&L carrier representative this Wednesday. The representative did not show or call.

Regards,

*** ****

Business Response
Date: 03/30/2023
Hello!

I apologize, in order to file a claim for damaged freight claims paperwork would need to be filled out and sent in to our claims team for review. At this time, I am not seeing that this has been done. A claim can be filed on our website at **************************** *
Once the paperwork has been submitted the claims department will review and make a decision.
In the meantime, I can submit to have the freight charges cleared and contact the sales director for your shipper advising of the situation and have them reach out.
Initial Complaint
Date:02/28/2023
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.
Date of delivery 1/04/23 R & L Carriers (Freight Bill No ********** delivered on 1/5/23 A pallet 290 lbs with two pumps was attempted to be delivered and it was refused due to damaged pumps on broken pallet.
Repairs for the broken unit was $1,889.75 dated 2/10/2023 to Hudson Pump in Lakeland
R & L has refused the claim and states items were not properly secured/packaged.
Nature of dispute, the packages were bolted down to the pallet and also shrink wrapped securely with photos
to back up all claims.
R & L has not tried to resolve this matter and are denying the claim with nothing to back up refusal to pay claim.
Bill of Lading ************* Originated Terminal ******** ***, & Destination Terminal Mia/Area 340
Business Response
Date: 03/01/2023
Hello!

Thank you for reaching out and bringing this to our attention! Your claim is currently being reviewed by the claims manager who will be reaching out with resolution. For any additional information regarding this claim our claims department can be reached at ************. Thank you!
Initial Complaint
Date:02/24/2023
Type:Delivery Issues
Status:
UnresolvedMore 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 sell components for draft beer systems and our customer ******* ** in ****** ordered a machine that was out of stock. we arranged to purchase one and have it drop shipped from: ********* ***** ****** in **
******* ** only uses ****** Air Cargo for freight. We notify ****** Air cargo where/whom to schedule pick up from, and they send the bill of lading to all parties before pick up/transport. All rates for freight are prearranged between ******* ** and ****** Air cargo.
On 2/8/23, Before ****** Air cargo could pick up, another company (R&L Carriers) showed up and took this machine off the loading dock. it was clearly labeled for another company, but driver took off with it. there was a lot of confusion until R&L finally sent an email asking if there was an error on the BOL, and asking what they were supposed to do with the machine and delivery. everyone immediately told R&L that the shipment was not theirs, they were not authorized to be in possession of the machine OR transport it. We keep telling them that, but they keep moving it all around the country, refuse to tell us where it is, and only recently on 2/21/23 provided an insane estimate to deliver it to the customer "Moving to ** $ 2351.55", "Returning from ** $ 2366.93", "if you would like to take responsibility of the charges, your charges would be $2398.69"

We had to have a replacement machine sent to ******* **. ****** air cargo picked up and transported in less than 24 hours, for under 400 dollars (and that included a fee by the ****** air cargo driver that made an attempt to pick up the 1st machine that R&L took and now has)
R&L is refusing to tell us where the machine is, and has been holding it until "someone agrees to pay the fee"
They now say "We will need approval for the charges by end of day 2/24 or we will have to start the legal process of seizing the freight" (that they were not authorized to have in the first place!)

we have so many emails documenting this, but cannot seem to upload
Business Response
Date: 03/02/2023
Hello!

Thank you for reaching out and bringing this to our attention. We are looking into this right away to see what can be done.

Christina B*****
R+L Carriers CSM
Customer Answer
Date: 03/02/2023
Better Business Bureau:

the only response i saw was "i will look into this",from a new customer service manager that we have not dealt with thus far. Hopefully I did not miss something somewhere. we have not been contacted with any kind of resolution, and I have asked for an update from the other party involved ********* ***** ******- waiting for them to check and get back to me.
I believe we are all still in the dark as to where R&L has taken this property or how/ when they intend to return it to its owner.

Regards,

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

Customer Answer
Date: 03/06/2023
So yes, we are still waiting for this to be resolved. Several companies in several states tried to tell R&L immediately that there had been a mistake by their driver, and they were not supposed to be in possession of that machine -they chose to start moving it all over the country and demanding payment for it, and eventually said they would begin the process of “legally acquiring it.

This escalated from a simple mistake that could have been resolved very easily, to what amounts to extorsion? I am embarrassed for everyone under their umbrella.

I believe the only document that I was able to upload for you was the original BOL, and when you look at that, it clearly is a ****** Air Cargo document, and clearly has an R&L label and their driver’s signature…

R&L has been saying “someone must have given us this item” for weeks now, and proceeding as they please, even though we have all been telling them that is not the case, please stop, where is the machine, you don’t have authority to be in possession of it, etc., etc. They say they don’t contract with ****** air cargo, and they demand huge sums of money without telling us how they came to acquire the machine or producing any proof that the driver should have taken it from the loading dock where he found it. we have all of this in writing.

After many calls and emails to Authentic Parts, we have concluded that this was a mistake on the R&L driver’s part. There had been, at one point, another similar machine scheduled for pickup, and transport to *********, NOT ******** It was a different model and different weight. I was told THAT shipment was canceled, and R&L failed to get the message to their driver who showed up anyway, and declared “IM here to get this power Pak!” and he grabbed it, slapped his label on it, and didn’t even look at the paperwork he was signing (the BOL is clearly ****** air cargo and has NOTHING to do with R&L or anything going to *********). And despite being told this, R&L and multiple CS agents and a supposed manager named Barbie continued to backpaddle and basically say “this cannot be…” while they demanded payment and made us chase our tails round and round…
Business Response
Date: 03/10/2023
Hello!

I do apologize and understand your frustration. We are reviewing this further to see what else can be done.

Christina B*****
R+L CSM
Business Response
Date: 03/10/2023
Hello!

A significant reduction of freights charges has been presented on this order. We are reviewing further to see if anything additional can be done to lower the fees further.

Christina B*****
R+L CSM
Customer Answer
Date: 03/13/2023
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.
this is ridiculous. they have indeed reduced the ransom to a price that is over 3 times the going rates. keep in mind they were never authorized to have or transport this machine.
-R&L took a machine that does not belong to them and was not authorized for them to ship.
-instead of immediately stopping and saying, "oh you're right, we need to get this back to its owner and figure out where the mistake was", they have been parading the machine around the country acting like someone signed a blank check and authorized them to do whatever they want with this machine.
-we have asked multiple times for them to disclose the location of the machine. if they are not willing to return it to where they took it, we need to know where and what they have done with it. They have taken someone Elses property and are refusing to give it back. Simply saying "we will look into this" or "we have offered to reduce the charges" is unacceptable. They were NEVER authorized to have or transport this machine, and we have miles of email correspondence and records showing this. If they are not going to return this machine to where they got it, we need to know who has this machine and an address where it is located in case this needs to be brought up with local law enforcement.

Regards,

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

Business Response
Date: 03/14/2023
Good Morning,

We went into this shipper's location, and they released the freight and paperwork to us and allowed the driver to leave with this shipment. The initial charges billing to **** *** for original and return movement were $4,718.48 and we have offered to cover $2,958.90 of those charges making the total amount due by the customer $1,759.58.
If this is acceptable, please let us know.
The freight is still currently in ****** awaiting disposition and acceptance of freight charges.
Customer Answer
Date: 03/14/2023
Better Business Bureau:

once again, this is NOT the case - please see origional BOL and it has NO reference to R&L or any of its affiliates. We have been trying to figure out why/how they thought they were supposed to have this machine. We have email records and proof of everything. please tell me how to upload this so you can read for yourself. probably going over 100 pages of documents between authentic parts, **** *** draft, and at least 4 employees of R&L.

R&L had a chance to make this right from the beginning and instead has been moving a machine that does not belong to them and was never authorized to be in their possession. they are not disclosing its location and are demanding money for services that were NOT WANTED, NOT NEEDED, NOT SCHEDULED, and NOT AUTHORISED. R&L- PLEASE FOR THE LOVE OF GOD STOP THIS. RETURN THE MACHINE TO WHERE IT BELONGS UNDAMAGED OR GIVE US THE LOCATION OF THIS MACHINE SO THE OWNER CAN ARRANGE TO HAVE IT PICKED UP AND RETURNED TO WHERE IT BELONGS!
NO CHARGES WERE EVER AUTHORIZED FOR THIS - YOU ARE NOT AUTHORIZED TO BE IN POSSESSION OF THIS MACHINE. NO CHARGES WERE EVER, OR WILL BE AUTHORIZED FOR THIS.
the charges they keep mentioning are just numbers that they have been making up- there was NEVER a quote, or anything scheduled for them to have ANYTHING to do with this machine. I want to repeat that the correct and authorized carriers for this shipment had to charge us for the damages after their driver showed up only to find that R&L had taken their cargo. Even with those damages being added to the AIR FREIGHT of the replacement machine, ****** Air Cargo was able to get the 2nd machine to our customer in under 48 hours, for under 400 dollars (THAT INCLUDES THE PENALTIES CAUSED BY R&L!)

Better business Bureau - what other steps can we take to resolve this? law enforcement? please point us in the right direction. R&L has wasted thousands of dollars of people's time at this point, and we need it to end. we need the machine back in the right hands immediately.

Business Response
Date: 03/16/2023
Good Morning,

R+L did not go in and just take this freight, the shipper gave us the freight and allowed us to leave with it. We are willing to work with you by reducing the freight charges. If **** *** does not wish to take over the freight charges on this order we will be moving forward with the legal process with the parties listed on the shipping paperwork.
Customer Answer
Date: 03/16/2023
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,

**** ********
not true at all, and all parties have been trying to tell
this to R&L SINCE THE BEGINNING! Mary from authentic parts SPECIFICLY
addressed this on your R&L email chain. R&L said, “they gave it to us” –
and she responded with “that is not true -your driver grabbed it by error…”,
and I personally even highlighted and sent that email to you guys the last time
you tried to say that. We demanded proof of the claim you just made, and you
guys provided a BOL for some COMPLETELY DIFFERENT MACHINE with a COMPLETELY
DIFFERENT DESTINATION! that is not proof - that is R&L stalling!
Bottom line: R&L took someone Elses freight, we have
PROOF. Driver error or not -R&L should have STOPPED IMMEDIATELY as soon as
they were notified. these continued arguments are ridiculous -WHERE IS THE
MACHINE?

BBB- PLEASE HELP? what else can we do here? people have been
telling me we should have called law enforcement immediately, but we had thought
this was an honest mistake and it would be simple enough to get the driver to
return the machine. If you would tell me how to get the emails uploaded here,
you can read for yourself what has been going on. This needs to stop, and
R&L needs to disclose the location of the machine so we can arrange to have
it inspected and picked up by an authorized party.

since I cannot currently upload HTML files, or the other
file options for stored emails to the BBB website, have a read through the abbreviated
similar scenario below. If /when you have a way or desire to read through the
real version, it’s all recorded and ready to send at the click of a button.

let's say for instance R&L's shows up and knocks on the
door...
1) housekeeper: "hello can i help you?"
2) R&L "IM HERE TO PICK UP YOUR CAR"
housekeeper "I wasn’t expecting you..."
3) R&L "no its ok they told me I was picking up a
car"

R&L then takes the car and leaves behind their signature
on someone else's paperwork that happened to be hanging by the front door. the
housekeeper goes and tells someone that R&L picked up the car... everyone
says "what/why/how? -R&L wasn't even supposed to BE HERE"
the next day someone shows up to wash a car that is no
longer there, and the owner of the car says, “wait a minute... why does R&L
have it?!” and then starts calling R&L on the phone several times a
day.
4) owner: "there has been a mistake- this is not your
car. Bring it back.
5) R&L "no its ok"
6) owner: "no its not ok - bring it back"
7) R&L "no its ok, we are supposed to have it"
8) owner "no its not ok - bring it back. look at this
paperwork. that is incorrect. There is another company on there – not R&L"
9) R&L "no its ok. look here, we have a paper from
Disney to the owner, saying its ok for T-Mobile to take the car somewhere...
its ok because our driver signed it"
10) owner "you are not any of those people on that form,
and no its not ok - bring it back"
11) R&L "we will look into it"

a week goes by, and everyone is scrambling to find out what
is going on...

12) a different person at R&L emails everyone and says:
"so, uh... our partners at VERIZON told us that the paperwork was bogus,
and nobody ever authorized any payment to do anything to this car... please
tell us what to do"
13) owner: "you are not supposed to have the car. it’s
very clear on the paperwork, bring it back"
14) housekeeper chimes in: "you are not supposed to
have the car. it’s very clear on the paperwork, bring it back"
15) R&L "no its ok, just tell us what to do"
16) everyone: "you are not supposed to have the
car. it’s very clear on the paperwork -bring it back"
17) R&L "it’s too late - give us 2500 dollars to
take it to T-Mobile"
18) everyone: "you are not supposed to have the car. it’s
very clear on the paperwork -bring it back"

19) R&L "this must be your fault - give us 2500 to
take it to T-Mobile, or 4000 dollars to return it"
20) everyone "you are not supposed to have the car. it’s
very clear on the paperwork - bring it back"

a week goes by, and we had to get a new car. it cost 400
dollars to get the new car on an airplane and delivered in less than 48 hours
(think about this a little bit as R&L starts throwing numbers around).

21) everyone to r&L; "where is our car?! you are
not supposed to have the car. it's very clear on the paperwork -bring it
back."
22) R&L: "give us 1600 dollars because we changed
the oil"
23) everyone " we did not ask you to do that, and the
car did not need an oil change. you are not supposed to have the car. its very
clear on the paperwork -bring it back"

24) R&L "you are not getting your car back unless
you give us money"
25) everyone: "you are not supposed to have the car.
its very clear on the paperwork - bring it back. If you are not willing to
bring it back, tell us where it is so we can pick it up. this does not belong
to you, and you are not supposed to have the car. its very clear on the
paperwork -bring it back"
26) BBB GETS INVOLVED
27) R&L tells BBB: “Someone must have given the car to
us, so us… let me take a look and see what I can do..."
28) R&L tells everyone "you can have the car back
for only 800 dollars now "
29) everyone: "no way. we had to have a new car shipped
air express and FYI, it only cost 400 dollars for a service that greatly exceeded
what you claim you did (unauthorized by R&L, mind you)"
30) R&L: "we changed the oil, so give us 800
dollars or we will take the car and put a lean on it, and then sell
it"
31) everyone: "you are not supposed to have the car. it’s
very clear on the paperwork -bring it back"

round and round and round it goes, and it never stops?

As far as we are concerned, the chance of this being an
honest mistake starts waning somewhere between numbers 2 and 9? How many times
do the damaged parties need to tell R&L there had been a mistake by their
driver, and when did R&L have an obligation to stop what they were doing,
and acknowledge/ help resolve the situation? The First time someone complained?
-the second time? Or, maybe when a second company makes the same complaint
several times? Or, when a 3RD company chimes in to back everything up and makes
the same complaint?! -or how about when one of R&L's OWN AFILIATES POINTS
OUT THE MISTAKE (IN WRITING!) AND TELLS R&L THAT NOBODY HAS AUTHORIZED THIS,
AND THEY WANT R&L TO GET AUTHORIZATION BEFORE PROCEEDING FURTHER (we have
all the written proof of this!) -
WHEN?????!!!

And did this become CRIMINAL somewhere along the way? if so,
at what number? number 30? or number 24? 22? 17? 13?

This whole thing is insane. BBB, please help. we have been
arguing about this for a long time now, and R&L has someone else's property,
and is refusing to return it and/or disclose its location to make it avail for
pick up. R&L was never authorized to have this machine, never authorized to
move it, and there were never any charges authorized. There was never a request
for one made, NOR a quote from R&L given prior to their driver picking this
up, and they arbitrarily started throwing big numbers around after weeks of
having this machine and doing with it as they felt fit. Their services were not
requested, not scheduled, nor authorized in any way. Coming from the
owner of my company: "No charges have or will be authorized By **** ***
Draft or its parent company Integra Marketing".
Business Response
Date: 03/16/2023
Hello!

The shipper did allow our driver to take this shipment and paperwork and leave their property with it. We have offered to deliver the freight as well as return it with a reduction in freight charges to try and help to resolve this issue. I understand that your company does not wish to take over these freight charges. R+L will be following legal procedures with the parties listed on the shipping paperwork moving forward to try and reach resolution.
Customer Answer
Date: 03/16/2023
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,

**** ********
you have never ever been able to come up with any quote, email, dispatch, or authorization regarding this machine. If you have it, WHY WONT YOU PRESENT IT!?
R&L is not authorized to be in possession of this machine, was never authorized to have it or move it. 3 companies telling r&L the same thing, and R&L has never been able to provide proof of anything even close. ALL documents including the ones R&L has presented clearly show that R&L is not authorized to be involved in this in any way. R&L's shipping partners brought this up, in print, and still R&L refused to do anything about it. Shameful that this has been going on so long and is still unresolved.
Initial Complaint
Date:01/24/2023
Type:Delivery Issues
Status:
UnansweredMore 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 October 7,2022, R+L carriers delivered to my house a vanity that I purchased online through ***************. I paid $1720.71 for the vanity. I took pictures and removed the cardboard box around the vanity and kept the corner protectors ( foam ) until the plumbers were able to come to install it. The plumbers removed the foams and saw the concealed damage. The damage is a crack in one of the joints that was covered with foam. I reached out the online store, ****** ***** and they told me to deal with the carrier since that is a concealed damage due to freight. The product warranty was not an option. I filed a claim with the carrier in January. 2023. They declined my claim because their policy says that it has to be filed within 5 days from delivery date. Their bill of lading or proof of delivery does not state that. By Federal law I know that as a customer I have the right to sent a claim even 9 months after the product has been delivered. It is called the Carmack amendment 49 u.s.c &14706 which is “Liability of carriers under receipts and bills of lading”. Is there anyway that you can assist me ?
Initial Complaint
Date:12/16/2022
Type:Delivery Issues
Status:
UnansweredMore 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 12/15 I was contacted by a driver for R and L carriers about delivering my package (weight machine) he explained he might have trouble getting down my driveway though I have had trucks that size down my driveway several times. However I told him I could meet with him at his suggestion a close by store (7-eleven). A short time later I called him back and asked if I could reroute the package for his benefit to my place of work. He asked for the address. My assumption is he contacted the home office and they wanted to charge me. I told them I was not willing to pay just sent it to the original address. I spoke with the driver the same day about the situation. He told me he would check once he got back to the yard and make sure it was set for Friday afternoon delivery. Again asking if I could meet him. I told him I would get off work early and meet him. On the morning of 12/16 someone from the carrier informed me the package would not be delivered until Monday 12/19. I told her I couldn’t meet Monday she said ok. Then a short time latter I received another call she told me she was a customer service rep. I explained the situation and she said if you can’t meet us Monday I will have it sent back to the sender. I told her someone would be home to sign for the package however I couldn’t meet anywhere other than the delivery address . She again said if you can’t meet us somewhere else she would have the package sent back . I told her she could do whatever she liked that I could not meet them outside the shipping address to receive package. And so they sent it back claiming I refused it . Which was false !
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
UnansweredMore 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.
A full size truck owned by L & R Carriers, came down the road known as Woodridge Drive, which is located in ********* **. As the truck drove down the road, it ripped down an above hanging wire. The driver stopped, sitting there until my wofe spoke saying "what now," from our porch. He then backed up, and came to talk to my wife at our home. He stated he is supposed to call. Then asked if all our utilities were working. My wife then stated "as far as I know." The driver then told my wife "if everything's working, then I just won't call." He then walked over, grabbed the down wire, wound it up and then started getting into his truck. That is when I walked up, (I was currently down the road, until my wife called to tell me what was happening.) While walking up, I told the driver, "you better report it, because if not, I will." The driver then sat in his truck for 10 minutes, and then left. Wire, just left, nothing done about it. USDOT ***** **** ***** Truck num. ******

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