Business ProfileforEcho Global Logistics, Inc.

I am writing due to a severe lack of simple communication and customer service that is routinely provided to our company, as a customer, by Echo. Our company name is Hub **** **** My shipping team primarily handles all of the communication with Echo as they are a broker. However, in recent months, communication with the Echo team has been nothing short of pulling teeth. With other brokers we use, we have an assigned, dedicated rep on our account, which I know is something that Echo also has. In this case however, we have been bounced around from their DST team to now their *** team, both of whom have not been great with communication (much worse with *** than DST). This is such a simple problem to fix, that I'm amazed in todays day and age is the level of service that Echo is choosing to provide. When we submit requests to Echo, we simply want basic levels of communication like confirmation of receipt, or status of the requests, etc. Instead, we never, especially with this *** team, receive any confirmation, and we routinely have to follow up with their teams using multiple e-mails hours or sometimes even a day later (due to no reply). The *** team even went as far as to push back on us saying they didn't receive an SOP from us so they aren't sure how we expect them to communicate. That is the most ridiculous statement I've ever read. In business, basic communication is assumed, and that means when a customer submits an order, you acknowledge it, and you provide updates on the status of said order. I am not, nor is my team, going to spend time teaching Echo's teams how this should work. There have been numerous documented cases of pending orders not being followed up on until the next day after we have to ask multiple times for updates. At this point, I simply want Echo to assign the account to a seasoned rep with good communication skills. That shouldn't be too much to ask. I have no idea who the DST/*** teams are but they are awful, especially ***.