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

  4000 W Lake St Melrose Park, IL 60160

• 

  R & L Carriers, Inc.

  6136 Huntington Rd Gallipolis Ferry, WV 25515

• 

  R & L Carriers

  2001 Ruffin Mill Rd Colonial Heights, VA 23834

• 

  R+L Carriers

  4359 W 36TH ST NA CHICAGO, IL 60632

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:11/08/2022

  Type:Service or Repair 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 ordered $60,977.91 worth of material from ************* ***** ******. R & L Carriers was the freight company responsible for delivering the material. The crate was missing for over 15 days. When I got it tracked down at ***, it arrived several days later completely destroyed making the material useless and unmachinable. The driver did not follow ANY of the procedures in place when dropping off a shipment. He did not pull into our facility to the loading dock, he stayed on a public street. He strong armed my employee to sign the BOL before the shipment was even out of his truck. He left as soon as our forklift got the material off the truck. He is supposed to wait until we check in the material. When we set the material down, the crate was broken, missing half of the top and the material inside was bent and damaged. I immediately called R & L and they basically said, tough luck. I have lost thousands of dollars in orders to ****** and ****** due to this catastrophe. There have been planes down due to ****** not being able to receive the parts from our company. The loss of production time, loss of business and fees I have accrued has ballooned to thousands and thousands of dollars. I am currently paying a local company to re-straighten and fix the material and that cost is $27,795.00. This catastrophe has destroyed my company financially. We are a 3rd generation, 8 person operation. We barely made it through COVID and now this has decimated our business financially and emotionally. There only offer was $2,644.00. This is an insult, it's unethical and wrong. I want every other business in America to be warned and aware of the disgusting business practices that R & L Carriers conducts. I have ALL of this on surveillance camera's and proof of everything I just explained. Below are pictures of the material when it left the distributers facility, the rest is what it looked like when it arrived to us nearly 4 weeks later. The videos are too big to attach.

  Business Response

  Date: 11/21/2022

  Hello,
  I apologize for the issue you are experiencing and we have
  reviewed your claim. We do not have any internal records showing the shipment
  was mishandled causing damage to the shipment. Per the delivery receipt signed
  at time of delivery the shipment was received in good condition. Delivery
  Receipt attached. An offer was given in good faith in attempts to resolve the
  issue the best we can. If you would like to accept the offer please contact our
  claims department at ###-###-####.

  Customer Answer

  Date: 11/22/2022

  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 and in the attachments above. 

  
  

  R & L fails to keep
  mentioning that this was done intentionally. Allow me to explain the way in
  which this entire process went down.

  
  
  

  I have pictures and
  surveillance camera videos that give crystal clear evidence of what transpired below.
  

  
  
  

  R & L has delivered
  product to us dozens of times in the past and they have NEVER parked on the street. They
  are supposed to pull into the facility, up to the loading dock, wait for an
  employee to unload the material and then wait for that employee to check in the
  material before asking them to sign off on the Bill of Lading.

  
  
  

  Let me give you a recap of
  what really happened.

  
  
  

  R & L lost the shipment
  for over 15 days. I have multiple recorded phone conversations with R & L.
  On those phone conversations, they state, that they have no idea where the
  material is.

  
  
  

  They encouraged us to
  consider it “lost”. Well, the material they were delivering was on back order
  for nearly 5 months and the material was to manufacture aerospace parts for
  ****** and ******.

  
  
  

  If I accepted it as “lost”, I
  would have to re-order the entire job and the lead time was now another 10 to 12 months to get
  more material. Not to mention, I had to pre-pay for the material and it costs
  me $60,997.91. So my ROI was already a year out before I even started production.

  
  
  

  When I explained all this to
  R & L, they magically found the material at *** off of one of the loading
  docks. (I believe it was there all along but they knew it was destroyed, so
  they wanted to convince me it was lost).

  
  
  

  When the driver arrived with
  the material, he did not even pull into our facility. He parked on the street
  for some unknown reason, well now we know.

  
  
  

  Instead of coming to the
  unloading dock entrance of the shop, which they ALWAYS do, he came in the front
  door.

  
  
  

  He then strong armed my
  employee, who is in the shipping department and has nothing to do with unloading material,
  sign the BOL.

  
  
  

  She, my employee, told him to go around to
  the back to handle all this and he, the R & L driver, said, “I just need you to sign this.” In the
  video, you can see all this transpire. 

  
  
  

  He then goes back to his
  truck, gets in the cab and never gets out again. He didn’t go get anyone to
  unload the material we did, he didn't help unload it or even have the back door to the truck
  open for him!

  
  
  

  My other employee ,who is trained to inspect material drove the
  forklift out to the street, which they never should have put him in that position, because it's dangerous to be on the street, and got the crate off of the forklift.

  
  
  

  Please understand, you cannot
  see the top of the crate when you are doing this, it’s up too high to see from
  the forklift. I took a few minutes to unload it because it was so heavy and pushed so far back.

  
  
  

  As soon as my employee had
  the crate on the forklift, the driver just drove away!!

  
  
  

  He not only didn’t wait for
  us to check in the material, he didn’t even wait for us to put it down. The
  reason for this is now very obvious.

  
  
  

  Because the moment we set the
  crate down, we saw that there was a massive hole in the crate, it was severely
  damaged and beat up.

  
  
  

  We then opened the crate and
  our 12’ bars that are supposed to be straight, looked like they had been
  dropped out of an airplane.

  
  
  

  They were bent in half,
  completely destroyed, leaving them essentially worthless.

  
  
  

  I have the next part on
  camera as well.

  
  
  

  I immediately called R &
  L and told them what happened. This is all time stamped for proof.

  
  
  

  The only thing they said to
  me was, “well, did you sign the bill of lading”?

  
  
  

  You see, that is there out on
  everything. They completely ignore the fact that they were dishonest,
  unethical, conducted business with malicious intent and were clearly
  intentional, put my employee in a compromising situation and sadly, they were strategic in how this went down.

  
  
  

  They did that because they
  100% knew this is what would happened and all they wanted to be able to say
  was, “did you sign the bill of lading”?

  
  
  

  This complete nightmare cost me $60,997.91 for the damaged material plus an additional $27,795.00 to get
  the material completely re-heat treated, quenched, aged and straightened.
  That’s a total cost of $88,792.91 I’ve spent on this shipment. In other words,
  it’s like starting all over. I have gotten in some major hot water with ******
  and ****** due to this as well. It has caused a massive log jam in the supply
  chain, leaving them with down aircrafts, forcing me to pay outside processors
  huge expedite fees to try and recover the orders as quickly as possible. Which I still have only been able to recover 40 bars of the 417 total bars. 

  
  
  

  I see in no universe, how R
  & L should not be held 100% responsible for this. If they get away with
  conducting business this way, then I’ve lost all faith in humanity.

  
  
  

  We are an small, 3^rd
  generation, woman owned 8 person operation. We do not have the cash flow to
  support this type of loss. I had to use money from an SBA loan to cover this
  loss!!

  
  
  

  This is just absolutely
  devastating to our company. Like I said, I’m out a minimum of $88,792.91, not
  mention all the expediting, overtime I’ve had to pay and time I’ve lost.

  
  
  

  It is so insulting that R
  & L thinks that a measly $2,644.00 is sufficient in helping us recover our
  losses and they deem that as fair? They should be shut down for good if these are their business practices. 

  
  
  

  This entire ordeal is just
  disgusting. 

  Regards,

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

  
  

  
  
  

  
  
  
  
  

  
  
  

  
  
  

  
  
  
  
  

  
  
  

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

• Initial Complaint

  Date:11/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill from R+L Carriers for $1,834.40. I didn't engage or hire this company to deliver me any boxes. I am unaware of any delivery or agreement for their services. This is a fraudulent claim by this company to obtain money from me for services that we not rendered. Nothing was delivered to me at my address.

  Business Response

  Date: 02/10/2023

  Hello, we apologize for the frustration this has caused. We have contacted all parties involved with shipping this order to see if there should be another party responsible for the shipping charges. At this time none of the other parties are willing to accept the invoice. If you have someone we can contact to help get this corrected please let us know. Have a great day.
  
  Thanks,
  
  Nick Miller

• Initial Complaint

  Date:09/23/2022

  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.

  They are refusing to send back 143.80 back to me. All this mess started July 1st when i ordered a transmission from an online rebuilt transmission so called company up in ********, i have reported that as well to the BBB of ********, that matter was resolved with the return of my money when the transmission was incorrect. The transmission company continued with excuses as to why its taking 2 months to send my transmission as ordered when it did arrive it was incorrect, the transmission company told me to package it up and they will forward the wrong transmission on down south which they will pick up the tab for it and to await on another transmission, another week goes by and more excuses as to why its taking so long, well ** **** retrived all my money back from this rebuilt transmission company up north. Now i'm doing my best to get my remaining money back from RL Carriers and we good. I just recieved a letter back stating they not returning my money. I have no transmission but yet they want to keep my money. the more i research on both rebuilt transmissions and RL Carriers they both seem to be incahoots with one another. All i want is my 143.80 back and we good, no need to keep dragging this out and taking people's money, i dont have money like that to just be giving it away. please help me to get my money back. i have 2 months of emails, text messages, phone messages and paperwork on this entire ordeal that has totally caused emotional distress to me and my family because i entrusted in an online transmission company to do their job as described online and in return all i got was excuses and time lost over the entire summer awaiting on a product that was wrong then they inreturn sticking me with the bill to ship the other transmission on to **. and I explained everything to RL Carriers and they said they would send my money back but to fill out an overcharge claim which was rejected?? all i want is my money back and we good. no need to take it to court over 143.

  Business Response

  Date: 09/26/2022

  Hello, per the attached BOL the shipping charges for PRO# ********* were to be billed to ********* ***** in *********** **. which is who we are invoicing for the shipping. The shipping charges on the shipment have not been paid to R+L Carriers to be able to provide a refund. I apologize for all the inconvenience this has caused you.

  Customer Answer

  Date: 09/26/2022

  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.

   

  ************ ******** ***. Stated in a previous BBB complaint that he (*****) paid the $295 to have the wrong transmission forwarded on to ** ********** Attn: ****** ******** at **** ** ******** **** ******** ** ***** I have a copy from the BBB in ******** stating otherwise and that i shouldn't be hold reliable for the charge. I can forward on the complaint from the BBB from ********. Granted i got my money back which i explained the situation to ** **** about the transmission ordeal all that money was returned of $999. This complaint is for the 143.80 which i paid cash for COD and was the wrong transmission, ***** told me not too worry all will be fixed, after numerous attempts to contact him for 24 hours no reply, 38 hours later i get a phone call by then a business decision had been made to not do business with Transmission Exchange any further since i got my money back of $999 and now this complaint once again is for the 143.80. Not the shipping frieght cost to forward on the transmission to another mechanic shop as requested. All RL Carrier have to do is send my 143.80 back and case closed. Lessoned learned on my end to fully do a background check across the board on reviews from a company when making a large purchase. at the end of the day RL Carriers took my money, i forwarded on that transmission and i have nothing. Cut the check for 143.80 and all is resolved plain and simple. or we can drag this out in court over 143.80, and trust me i've gone to court for much less and won because its the principals of doing good business. 
  
  
  Regards,
  
  
  
  ******* ****
  
  

  Business Response

  Date: 09/26/2022

  Hello, I apologize for my last response. I didn't realize there were two different PRO#'s on the attachment you provided. The PRO I looked at hasn't been paid yet which is why you received that response. Now I see you are referring to PRO# ********* which you paid $143.80. R+L delivered the item that was provided to us by rebuilt transmission and we had nothing to do with them shipping you the incorrect transmission but in good faith we will refund you the shipping charges you are requesting of $143.80. I have advised our Rates Manager to approve the refund. If you need anything else please contact me.

  Thanks,

  Nick M*****

  ###-###-####

  Customer Answer

  Date: 10/01/2022

  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. 

   

  Thank You Thank You. My wife has smiled and said Thank God and RL Carriers. Wife knows the ordeal I've been through with that company. Missed the entire summer over this situation. Glad it's coming to a close. Thank you BBB of Cincinnati. 
  
  
  
  Regards,
  
  
  
  ******* ****
  
  

  Customer Answer

  Date: 03/10/2023

  The complaint was resolved by in September/October of last year and yet im still being harrassed by RL carriers all over a Transmission ordeal. The BBB and my Bank ** Bank Resolved this situation. I just want to invoices to stop.Since its been so long now i can't even access the old file to show reference of what all took place last year which is now behind me and just tired of it keeps coming up. I don't owe them one copper penny but yet i keep being harrassed/invoice after invoice after invoice.

  Business Response

  Date: 03/10/2023

  Hello!

   

  I am so sorry for the confusion here; I am submitting to have the charges removed on pro#*********. You should not be receiving any additional invoices on this. 

  If you should need anything else, please feel free to contact me. 

  Christina B*****

  R+L CSM

  ###-###-#### 

  Customer Answer

  Date: 03/14/2023

  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:09/23/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered garage cabinets that were previously scheduled for delivery by this company and I took off of work, but they were not delivered on the scheduled date. I called the company I ordered them from and we made a three way call to R+L Carriers and the lady advised they were not showing them there. She called me back a little while later to tell me she found them and was having them delivered on the next day. They arrived damaged! I have replacement cabinets being delivered and someone called me on Wednesday (9/21/22) to set up a delivery date for September 23, 2022 from 12pm-5pm and I even received a text message advising this delivery date and time. I happened to go online to see if I could track what time they would be coming and my delivery date changed to Monday. I have taken a day off of work for nothing yet again!!! I called the company and spoke with the very RUDE Dispatching Manager John (would not give last name) who said it that they need a bigger truck and the scheduling people does not know that. I advised him that is not my problem as I took off of work for this delivery. He said there is nothing he can do it is sitting on the dock and he can deliver it Monday. This is the second time I am sitting around waiting for them to deliver my order and they just change the date without any notification, BUT someone MUST be present for the delivery!!! There is no communication within the organization nor with the customer. I asked to speak with the person over him and he said he stepped out of the office. I asked for his name and he gave it me and I then I asked for his phone number and he said he is not giving me his information and I said you mean to tell me he does not have an office number for me to contact him. He said here you go, but it is going to ring here and I am going to tell you he is not in the office. He needs training on how to deal with customers!!! This company is poorly managed!!!

  Business Response

  Date: 09/26/2022

  Hello, our Director of Operations contacted ***** to apologize for the issues and let her know he will be looking into the issue. At this time I believe the matter has been addresses with *****.

  Customer Answer

  Date: 09/30/2022

  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:07/29/2022

  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.

  This delivery, R & L, delivered my $7,000+ unit and left it at the top of my driveway right next to my mailbox on a State route! I spoke to them several times prior to the delivery to assure them they would NOT do this (as they had done for a prior delivery). They told me they would deliver it and leave it next to my garage where it is safe. Well, they did not do so. Not only did they leave it at the top of my driveway for anyone to grab, someone did steal it (Police report has been filed). They company delivered it approximately 1pm on Monday June 13th, at it was stolen (neighbor witnessed it), around 3pm that same day. I was not even home to be notified of the delivery. It was originally supposed to be a week or so earlier but kept being delayed. Suddenly, I receive an email that it was delivered. By the time I was able to check on my home, it was stolen! I informed the delivery company of this situation and they basically brushed me off, said that my prior conversations never happened, and they had no responsibility due to it being a 'drop off service'. I told them I was supposed to sign for it and receive regular phone updates on the day of delivery: they denied this as well. This seems like Fraud to me!