Complaints

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• Initial Complaint

  Date:12/23/2022

  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 called this company on Monday Dec. 19 I have recordings of our conversations. I called them and check on their prices I work in Logistics we move heavy equipment every day we needed to get a wrecker to load a 60k pound machine into our trailer, I called and check on prices the person that picked up told me they charge $475 an hour I asked if there is any other charges fees taxes or anything extrra he said NO. just $475 port to port so I asked him how far were they from our place also I checked online and they were 15 minutes away so I asked how long do they will take to load the machine on our H***5*6*5*4***6***0*4H he says max * hours they were aware of the type of machine and they didnt bring the right equipment my driver advised I called to check what was going on and they told me they were sending another wrecker I told the lady its been more than 2 hours after 5 hours they finished loading the machine into our trailer so I called to pay and they were charging $4k instead of the 5 hours they took. they block my drivers trailer and they were blackmailing on ** trying to get 4k we didnt want to pay that amount cause it was a crazy amount. after all we sent the money so they can let our driver go, they lock his trailer until 24 hrs later they let him go even do we sent them prof of the payment my driver stayed at the place with out food a rest room and they didnt let him go. after 24 hrs. this company its not a serious business they took advantage my driver is an old man and that we werent at the place to do something honestly I just want to avoid that someone else takes the bad decision to hire this fraud company

  Customer Answer

  Date: 01/04/2023

  here is the invoice they charged at the end Im trying to send you also the recordings on our conversations, on our recordings they says specifically $475 an hour and that they will take 1 hour and a half 

  so I was expecting at least 3 hours top! thats how usually takes on this type of machines, we do this all the time, and we have done it with bigger machines and that why we sent a specialize trailer to make it easier. but once they finished, they towed our trailer and our machine and they didnt let my driver go until we pay them the $4k they were requiring to let us go, Im doing this complain because I dont think its fair They didnt give us any contract even do I asked for it but since they were referred by ******** ***** we though they were legit and a good company. so I didnt put much attention on it. even do. they will do it cause they didnt know the exact amount until they finish the job, also my driver call me after 2 hours of doing nothing, to let me know they were not doing anything  so they waisted alot of time just because  

  Business Response

  Date: 05/09/2023

  Regarding the CAT980C front end loader job in ******** there was a lot more that went into this job than what was originally discussed over the phone. As a business we transport, load & off-load and recover a lot of equipment of all sizes and have for many years. Any of these jobs are hourly port to port jobs due to the scenario never being the same and if there are any unforeseen obstacles it is taken into account hence why this job was never given a time frame because we didnt know what the job would take to get it done. We were sent to load a large front-end loader that didnt run onto a lowboy trailer in ******** from one of our long-term customers lots. When this job was called in it was discussed that this unit was ready to go with it straight so the house lock could be easily put on to keep the unit straight, the unit rolled freely, all the tires were full of air, and the bucket was off the ground and ready to be loaded on a trailer. We dispatched a heavy-duty tow truck and operator that would be able to handle the job that was discussed with ease but upon arrival found that the job was going to be a lot more in-depth than what was discussed. The heavy-duty tow truck operator then talked with the lowboy driver to tell him that the job was not what was described initially, and he may be there longer than additionally thought due to there being a lot more work that needed to be done. At this time the lowboy operator stated that he was told it was going to be a lot easier as well and was frustrated with it not being what he was told when it was dispatched to him either. This lowboy operator was hired on to this transport job through a broker and he was an owner operator with his own truck and trailer. We told him to get in contact with the broker to let them know that this job is going to take some more time to get completed than originally discussed due to there being more work to be done and that a second truck was going to be needed to safely move this 60,000lb machine. The broker was not happy that the job was larger than she was presented to think it was but she wanted to move forward and get the job complete so she could have her load completed for her customer.  While a ****** heavy duty rotator was dispatched to assist with this lift the original operator was preparing to get the brakes to release on this unit that had been sitting for some time. Upon arrival of the 50-Ton Rotator to the scene the veteran operator that has been with this company for over 20 years explained to the broker over the lowboy operators phone what was all going into the job compared to what was called in and that the cost is obviously going to be more due to needing two trucks but at the same rate as discussed and its all off of time to complete the job. Both of the operators on this job have a combined experience of over ********************************************************************** many different heavy-duty needs. Normally the 50-TON heavy duty rotator generates $950/Hr. due to its cost and capabilities compared to a normal heavy duty tow truck but being we are trying to work with the broker we kept it at the lower amount to try to help with the cost. The front-end loader wasnt in a spot where the unit could just be lifted and set directly onto the trailer. The unit needed to be moved out from where it was and then prepared to be lifted onto the lowboy trailer. Once the unit was loaded onto the trailer with the two heavy duty tow trucks, we assisted the lowboy operator in securing the load due to their being more time in chaining it down with the flat tire on the machine and not being able to crib the axle up with what the lowboy operator had for cribbing. Once the unit was on the trailer, we contacted the broker for payment for the job that was performed. We notified her that the job was done and everything that went into the job to be able to complete it compared to what was initially stated so she could understand why we had to do what we did compared to our original phone call of what the job really consisted of. The time the broker is claiming that was wasted was the time it took to prepare the unit for the undisclosed issues that needed to be taken care of to be able to safely move and load onto the lowboy. In *** of trying to work with the broker we kept the 50-TON Heavy Duty Rotator and the lower rate of $475/hr which is half of its normal hourly rate along with the heavy-duty tow truck also at $475/hr. Once we got that all together, we also took off some time to not charge for helping the lowboy operator hook and unhook his trailer, secure the machine with him, take off our travel time, and then take off some additional time that we had in the job because we knew that it was more than they originally prepared for with this job. Normally we dont adjust the time down or hourly rate down at all, but we were trying to help the broker as much as we could. When we sent the invoice, she didnt want to pay it. She was glad the job was done but didnt want to pay for the service that needed to be done, just what she was originally told. She wasted a few hours screaming at everyone trying to get her way even tho we had adjusted the price for her and did a lot more than we would normally do trying to help. While she was going back and forth on if she was going to pay or not the driver that took the load asked multiple times if we could offload the unit because he didnt want to deal with all the issues she was already causing as a broker. We advised him we didnt want to offload the unit because we wanted to leave on good terms with her. The local truck enforcement law enforcement officer happened to drive by as we were finishing this job to make sure we were all good because the trailer was set in the road. The driver explained to him how poor the broker was to work with and wished that we would offload the unit because he didnt want to deal with her anymore if these are the games shes already causing. The broker happened to call the lowboy operator at that time and the driver gave the officer the phone to explain the situation. When the officer started explaining what had all happened the broker started screaming at the law enforcement officer. At this time, we had been waiting a few hours for payment due to the broker just not wanting to pay. The officer explained that we were very generous for adjusting our bill for the time that was needed to be able to complete the job and the invoice needed to be paid before the truck leaves the yard. The broker had called our driver, our office and the leased-on lowboy operator screaming and swearing many times even when we were trying to explain what was occurring. At that time, we waited a few more hours and then said they wanted to do a bank transfer which is not a normal way of payment for our service industry due to the payment doesnt always register in another persons bank for sometimes up to three days. We suggested using either credit card, EFS or COMCHECK, to be an immediate payment to be able to finish out the invoice and get the owner operator on with his day. The customer insisted that they do bank transfer and didnt care when the money is transferred to our account. We explained to them we dont consider it paid until the money reaches our bank account and the driver didnt want to deal with it being it can be timely. The law enforcement officer was the one who stated that the load wasnt able to leave until the bill was paid in full. The reason the broker didnt like this is because they delayed payment so long that it was causing issues with the permit the lowboy operator had pulled due to it being dark now and she didnt want to have to pay for the down time that she was causing him. At the end of the day, it ended up being processed through the bank the following afternoon and we called the driver as soon as it was pending and said that the payment had been made. While this was all going on the driver left his trailer at the loading site so he could go grab dinner and do whatever it was that he wanted to do until the payment went through. The truck was never towed, and we never impounded anything because the driver definitely was on our side after seeing how poor the broker was to work with. We are a easy company to work with and everyone on site could see that and would be glad to work with ** again. If you would like to reach out to anyone other than ** regarding this job, we would be glad to give you the lowboy operators information, the law enforcement officers information, or the owner of the equipment that was there and explained to the transporter what the job entailed. Once again, we are more than glad to help with anything needed to help clear this all up, but we feel we did as helpful and professional of a job as we could, especially for the situation at hand.