Complaints

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:03/19/2025

  Type:Product 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 contacted Freight Center and got a quote for expedited shipping and paid extra since I had to get the shipment and take samples out of it for my international business trip. This is the email quote I have from them Hello Dear i have some quotes to start and these are all with ABF. They're located at *******************************************************************. However, if you don't mind, I am happy to look into a few other carriers that are in the same area and see if they might be cheaper. Would that be ok, or do you want to lock in 1 of these options?I can pickup today and...#1- Guaranteed delivery Wed for $1450.00 #2- Standard delivery by 5pm Thursday for $1170.00 #3- Guaranteed standard service on Thursday by 5pm for $1360.00 My shipment was delivered 3 days late and I had to reschedule my international trip. I called them numerous times and the representative ******* ******* repeatedly lied to me and said she is trying to expedite the delivery process. I asked for a refund since they did not deliver their promised time and caused me a lot of emotional and financial distress. They refused refund and were rude. I asked a manager to call me with the resolution, they never did. I have emails that confirm the quotes. I need them to apologize and give me a full refund with additional charges for rescheduling my international flights.

  

  Business Response

  Date: 03/20/2025

  We apologize for your experience and thank you for providing us with your feedback.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we connect the shipper to a carrier.

  
  After reviewing your shipment we see that the FreightCenter Bill of Lading was not provided to the driver upon pick-up. This document is how the carrier knows to bill FreightCenter at our discounted rates. Our Bill of Lading will have the carriers quote number and required services on it. In your case Time Critical Guaranteed Delivery by 5:00pm. Because the FreightCenter Bill of Lading was not provided, the quote number was not provided, and the shipment was moved as a standard shipment.

  
  The delivery address on the Bill of Lading used was your residence. We arranged with the carrier to have your shipment delivered to your residence per your request.  You then went to the carriers terminal and picked up your shipment.
  These charges are valid as your shipment was transported and received.

  
  We hope this information helps clear up any confusion. Again, thank you for your feedback as it provides valuable information on how we can improve the customer experience.

  
  Thank you,
  The FreightCenter Team

• Initial Complaint

  Date:01/14/2025

  Type:Order 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 filing this complaint due to FreightCenters poor communication, lack of transparency, and billing discrepancies regarding my shipment.I arranged a shipment through FreightCenter after ***** Freight canceled my original request because I didnt have a freight account. ********************** quoted me $460, I paid it. During the conversation, the broker did not inform me the carrier. And later, the broker also did not inform me the fact their carrier has re-scheduled the pick up date.On the scheduled pickup date and time, a ***** Freight driver unexpectedly arrived. Assuming FreightCenter had arranged for *****, I provided the driver with the **** The driver confirmed it was correct, signed it, and took the shipment. The broker said ***** was not supposed to pick it up, it was for a different carrier, and they will let me know the price difference.After delivery, FreightCenter notified me that I would be billed for ***** Freights charges and quoted me $1,141.47, almost 50% higher than the $658.83 invoice I confirmed directly with ***** representative. When I requested proof of these charges, FreightCenter refused to provide the ***** invoice, claiming it was private and only accessible to their accounting team. And when I ask how would I know this charge is legit without an inoivce, ******* said I can trust them because they are a business FreightCenter representatives gave me inconsistent explanations about the charges, with some stating the $460 was a cancellation fee, while others denied it was billed at all. Their refusal to provide documentation, combined with their lack of communication and inflated charges, has caused significant stress and financial harm.Resolution Requested:1.Provide a detailed breakdown of the charges, including the actual ***** invoice.2.Adjust the final billing to reflect only the legitimate costs, without excessive markups.3.Improve transparency and communication in their services to prevent similar issues in the future.

  

  Business Response

  Date: 01/21/2025

  Thank you for your feedback and we apologize for the experience youve had.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we simply connect the shipper to a carrier.

  
  We contracted **** Transportation to transport your shipment.  It was stated on the Bill of Lading that was provided to you.  We do not have a contract with Fed Ex Freight at this time. It appears that Fed Ex Freight did not cancel your pick-up request.

  
  Your breakdown of charges is as follows:

  
  Original Shipment with **** Transportation: $460.00
  Price to transport with Fed Ex Freight: $646.47
  Total: $1,106.47
  Courtesy Discount on Fed Ex portion: $-196.47
  Updated total due: $485.00

  
  These prices include our costs and expenses. 

  
  We hope this clarifies any misunderstanding and if you have any additional questions, we would happily answer and assist.

  
  The FreightCenter Team

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22809570
  
  I am rejecting this response because:

  Freight Centers explanations keep changing, and at this point, I dont know what to believe. On the recorded line on January 13th at 6:45 PM EST, your customer service supervisor, *******, confirmed that the $1,100 charge was entirely for *****. She also stated there was no charge for **** Trucking because they didnt show up. ******* mentioned that if **** Trucking had shown up, they might have charged a small cancellation fee, but since they didnt, no such fee would apply.
  
  Now, youre claiming there is a $460 charge for **** Trucking, which suggests Im being billed the full amount for a canceled service despite them being a no-show. This directly contradicts what was previously stated and raises serious questions about the consistency and accuracy of your billing practices. I dont believe it is legitimate to charge the full amount for a canceled shipping service. Please provide the invoice from **** Trucking to show they actually billed for the canceled service, as well as the invoice from ***** for the shipment.
  
  You need to be prepared to provide evidence of these charges if I escalate this issue with a collection agency or pursue legal action. Please ensure all relevant documentation is ready to support your claims.
  

  
  Sincerely,
  
  ******* ***

  

  Business Response

  Date: 01/24/2025

  Our apologies.  The price breakdown was not clear.

  
  Here is a clarification of the charges.

  
  The $460.00 for **** Transportation is the original cost paid and put toward the Fed Ex shipment.

  
  Then the additional charge to move with Fed Ex Freight $646.47

  
  Finally for the total charge to move the freight with Fed Ex Freight : $1,106.47

  
  Courtesy Discount on Fed Ex portion: $-196.47

  
  Updated total due: $485.00

  
  These prices include our costs and expenses. 

  
  Again, we apologize for the inconvenience.  Do not hesitate to contact us if we can be of any further assistance.

  
  The FreightCenter Team

  
  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22809570
  
  I am rejecting this response because:

  Freight Center *** has changed their answer yet again, which gives me every right to question the credibility of their inconsistent responses. Despite repeated requests, I still have not received any documentation to support these charges. Under 49 CFR *****, I have the legal right to access these records, and freight center is not entitled to withhold them from me. The requested documents include the invoice from ***** and the invoice from **** Trucking. Please provide these documents promptly.

  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:01/13/2025

  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 have paid for my shipment to Freight Center. They asked me a credit card auth form and I have provided for them JUST FOR 1 TIME USE!! I took a note on credit card form AGAIN THIS IS ONLY FOR ONE TIME PERMISSION! But after a while I have noticed there is another charge to my credit card from freight center! I tried to contact with them but nobody helping me, nobody returning my emails and calls! This unauthorized charge! It's ILLEGAL!

  

  Business Response

  Date: 01/14/2025

  We appreciate you taking the time to tell us about your concerns with your recent shipment with us.

  
  We understand billing adjustments are an inconvenient part of the shipping process, and we do our very best to ensure our shippers avoid them at all costs. Please note that all carriers verify the information provided on the cargo they handle. If there are any discrepancies between what was reported during the quote phase and the actual weight, class, dimensions,or services used as noted by the carrier, a billing adjustment is issued.

  
  With your shipment, the carrier found that the weight was 125 lbs heavier than declared when quoted.  The carrier also used a lift gate to unload the freight. If no forklift or dock is available, the driver will use the lift gate.

  
  We would be happy to dispute the charges with the carrier if you could provide documentation proving the weight of your item.  The acceptable documentation would be a manufacturer specification sheet.  We would also need proof of the receiver unloading the freight with a ***************** of the forklift at the establishment should be sufficient.

  
  Please let us know if you would like to proceed with a dispute.

  
  We realize that you stated on your credit card authorization form that it was for one time use.  By providing the form, you are accepting FreightCenters Terms and Conditions (which were included with the form).

  
  Please refer to our Terms & Conditions sections below. This should clarify any questions that you may have regarding charging your card, Quoted rates, payments, etc.
  X. Quoted Rate
  XI. Open Account
  XII. Initial Billing  
  XIII. Billing Adjustments
  XIV. Payment

  
  Please do not hesitate to contact us if you have any further questions.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22799776
  
  I am rejecting this response because:

  I have attached the emails about the quote. My quote was included "no lift gate" already! But the part of charge is about lift gate!

  I attached shipped item weight as well! 

   

  But the most important part, if you need to adjust the bill you should contact with me! You can not use credit card without my permission! Please check credit card auth form it says "JUST ONE TIME USE" it means if you need adjust or charge another bill you have to get my permission!

  
  
  Sincerely,
  
  Huzeyfe Aslan

  

  Business Response

  Date: 01/17/2025

  Thank you for getting back to us.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we simply connect the shipper to a carrier.

  
  The Estimate given to you by email is based on the information provided by you. Again, the carrier transporting your freight verifies all information on the shipment. If additional services are used, they are charged.

  
  When your shipment got to the destination, they had no way to unload the shipment from the back of the truck. (No dock or forklift)  Therefore, the driver used the lift gate.  There is an additional charge for that.

  
  We sent the information sheet to our disputes department to see if this can be used to dispute the additional weight. An email was sent to you with further instructions so that we can file that dispute.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22799776
  
  I am rejecting this response because: I the charge pn credit card from freight center not anyone else! I also keep asking but no one answering how you can use my credit card multiple times without my permission? 

  If I won't receive my refund you can be pretty make sure I will create small claim court case about unauthorized credit card charge!
  
  Sincerely,
  
  Huzeyfe Aslan

• Initial Complaint

  Date:09/16/2024

  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.

  Transaction date 8/22/24 $366.00 Additional charges I had to pay because their contracted truck driver took my pallet of merchandise to a entirely different person/location - there was NO bill of laden with my pallet when the driver took it. Spoke with Freight Liner representative ******* on 8/22/24 and she told me that the driver took it with someone elses pallets/merchandise. To correct the problem, she told me that I would have to pay a additional charge of $366.00 so my pallet/merchandise could be re-directed/delivered to me. I informed that this is a internal/logistic problem and I should not be charged. She said if I didn't pay the charges, I would not receive my delivery. I STRONGLY opposed this but paid the charges because I needed the merchandise for my business/customers. I am seeking your assistance to help resolve this issue and have the $366.00 refunded to me. Thank you for your help regarding this matter. Sincerely, *********************

  

  Business Response

  Date: 09/18/2024

  Thank you for your feedback and we apologize for the inconvenience and the experience youve had with FreightCenter.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we simply connect the shipper to a carrier.

  
  It is important that our Bill of Lading be given to the driver at pick up. It seems that it was not provided and the document used had a different delivery address.  This is where the additional charges came from. As you were not made aware of this, we will refund your credit card used for your shipment in the amount of the additional charge of $366.00.

  
  Again, we apologize for the inconvenience.  Do not hesitate to contact us if we can be of any further assistance.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 09/18/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/04/2024

  Type:Product 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’m writing to see if you can help me with a refund on my denied dispute with Freight Center. On June 18, 2024, I requested a quote to send a palleted crate of vented aluminum tanks to AZ—a quote for $538 was provided. July 17th, I scheduled to have the pallet picked up and received the bill of lading to attach to the pallet. The driver picked up the pallet and the shipment has been delivered to its final destination. August 1, I received an email entitled, “Your carrier reported a discrepancy with your shipment” with an invoice for an additional $288.84 that was automatically charged to our credit card. The invoice was for a liftgate on the truck used to pick up the pallet $115.38 and a charge for picking up the pallet at the residence $138.46, a processing fee of $35, see attached. I emailed Freight Center Customer Service and explained that we didn’t request a lift truck because we have a forklift at our location that we use to load and unload trucks. I was sent a dispute document to complete, which is attached. (more details in the attached letter) I’m not denying that the business location has a home on the lot. We use the garage for storage and the house for office space. I’m requesting a refund for the $288.84 because ******* used our forklift to load the pallet onto the truck and never requested the lift truck for the pickup. As a fellow Better Business Bureau Member, ******* would like to be treated fairly just as we have treated each of our customers for the past 46 years at this location. Your help is greatly appreciated. *** *** **** *****

  

  Business Response

  Date: 09/05/2024

  We apologize for your experience and thank you for providing us with your feedback.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we simply connect the shipper to a carrier. As such, the liability lies with the carrier because they are handling and transporting your cargo.
  We understand billing adjustments are an inconvenient part of the shipping process and we do our very best to ensure our shippers avoid them at all costs. Please note that all carriers verify the information provided on the cargo they handle and if there are any discrepancies with what was reported during the quote phase and the actual shipment transported by the carrier, a billing adjustment is issued. The carriers use software programs to indicate if a location is residential with a business.

  
  We did try to dispute the additional charges with the carrier and unfortunately they denied the claim.  FreightCenter is not an insurance provider and does not approve nor deny any claims. The claim is between the shipper and the carrier and they have final say.

  
  We are sorry that you and your business received an unexpected adjustment. We understand that it can be frustrating.

  
  What we would like to do is assist with the additional charges.  FreightCenter would like to refund you for the Residential Pick-up fee of $138.46, if that is acceptable to you. Please let us know and we will refund that to your card.
  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 09/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: I want my $288 back for unauthorized, and not true allegations made by the trucking company.  I'm not asking for anything out of reason.  I'm jut not willing to take less than what I deserve.  There is a law in the state of Ohio in recharges to the amount that can be charged over the original quote .  Maybe I should send the charges to ICC for review. JOE 
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 09/16/2024

  Thank you for your reply.

  
  As previously stated, the carrier has the final say in all claims and disputes and we have no control over their decision. As we see it, you provided adequate documentation.

  
  As a courtesy, FreightCenter will issue a $288.84 refund to the credit card used for your shipment. 

  
  Again, we apologize for the inconvenience.  Do not hesitate to contact us if we can be of any further assistance.

  
  Thank you,
  The FreightCenter Team

  
  

• Initial Complaint

  Date:08/23/2024

  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 sold a car hood on **** 6/13/24 for $2845.00. Arranged shipping with FreightCenter, supplied all the information including a stated value of $2500.00. It was securely crated and shipped on or about 6/17/24. The carrier damaged the part with a fork lift which was noted on the bill of lading upon arrival stating it was subject to inspection. I paid $643.00 for the shipping. The buyer took pictures upon receipt and i contacted FreightCenter who had him fill out a damage claim. The customer agreed to accept the part if repaired with the cost to repair the damage was $573.15, which I paid. I have also filled out a damage claim and submitted and contacted my original contact there by phone several times as well as contacted the damage claims center at their corporate office. Needless to say they have made good for the damage to the part. Reasons have ranged from it;s not their fault, it is the responsibility of the carrier. the claim form was not filled out fast enough, They no longer file the claim forms with the carrier, extra coverage insurance was not purchased, and then no response from them at all despite my repeated attempts to contact them. Since this shipment was entrusted to them to safety deliver and they failed to do so I feel they and not me should be responsible for the $573.15 I paid for the damage they caused.

  

  Business Response

  Date: 08/26/2024

  Thank you for your feedback and we apologize for the inconvenience and the experience youve had with FreightCenter.

  
  First and foremost, were sorry to hear that your shipment was damaged. We understand how discovering damage can be very frustrating.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we simply connect the shipper to a carrier. As such, the liability lies with the carrier because they are handling and transporting your cargo.
  The carriers provided limited liability coverage is the carriers legally required default protection policy. This limited liability coverage provided by the carrier is either a flat rate policy or an amount that adjusts based on the weight and the freight class of the item youre shipping.Additional freight insurance was not purchased.

  
  To clarify, the claim is between the shipper and the carrier. FreightCenter is not an insurance provider.
  
  We hope this clarifies the claims process and if you have any additional questions, we would be happy to answer and assist.
  
  The FreightCenter Team

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22185049
  
  I am rejecting this response because:I c contacted Freightcenter for a shipping quote, clearly stated the value of the item to be shipped, and paid the price I was given. I entered into a contract with Freightcenter where it is understood they would provide me a quote that satisfied my needs which would be to insure the intact , undamaged, arrival of my package and if there is damage it would be covered, I was never told I needed top buy any extra insurance in case off damage or that I needed to discuss damage or insurance the the carrier, It is understood that when someone gets a price for shipping an item it would include all aspects of transportation including coverage unless other wise clearly stated. Therefore any negligence on Freughtcenter's part to provide, offer, or explain any needed additional coverage or any other important aspect of the logistics is clearly negligent and bad business and they should be responsible for this claim. Had this been mentioned I obviously would have obtained the appropriate coverage. As it stands I would NEVER do business with them again, nor would I ever recommend them.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/28/2024

  Thank you for your response.

  
  We realize that you contacted FreightCenter to move your car hood.  As stated previously, FreightCenter does not handle or move freight.  We are offering our discounted rates and coordinating the transportation.

  
  When a shipment is paid for and scheduled, an email is automatically sent asking if you would like to purchase additional insurance if it has not been added. This is notification that additional insurance is not included in your shipping cost.

  
  Again, were sorry to hear that your shipment was damaged.
  
  Thank you,
  The FreightCenter Team

• Initial Complaint

  Date:07/30/2024

  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.

  June 24th-July 12th 2024 Booked using this third party company for specific required dates on a shipment for tradeshow. Was guaranteed on the phone during the booking process that "Oh yes, this should arrive in on time with no problems. This shipment is going out with plenty of time to arrive in on those dates to set up." On recorded phone lines. Shipment did not arrive in. Was still charged by this company for the shipment and was told a claim can take anywhere to 120 -180 business days to be reviewed. Communication has completely stopped and can not get a supervisor to give me a call back.

  

  Business Response

  Date: 07/30/2024

  Thank you for reaching back out to FreightCenter regarding your shipment.

  
  As previously stated, FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight.

  
  Carriers oversee scheduling.We do work with all of our carriers to ensure a smooth process, but there are always factors such as weather, holidays etc. that are beyond anyones control.

  
  FreightCenter is not an insurance provider and does not approve nor deny any claims. The claim is between the shipper and the carrier.

  
  A claim has been filed with the carrier for the failure.  Unfortunately, the resolution takes time.  The carrier has up to 120 business days to resolve the claim. You will be notified as soon as we receive any updates on the claim.
  
  Thank you for taking the time to share your feedback with us. Were sorry to hear your experience has been frustrating.

  
  The FreightCenter Team

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22065452
  
  I am rejecting this response because: FreightCenter is the company that booked the shipment, guaranteed on time delivery during the booking,  collected money for the shipment, to have the shipment not show up for the tradeshow and was damaged when returned. The correct thing to do is to refund us back, apologize for this nightmare, and then collect on the claim with TForce in 120 business day. Instead we have lost business and damaged our brand for this failure of delivery, have been lied to on recorded phone lines and via emails by FreightCenter, and now can not get a supervisor to bother to reach out. The provided 'service' from this company has been a joke. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/01/2024

  We understand that you are not satisfied with our response. 

  
  We understand that you booked your shipment with us. As previously stated,FreightCenter does not transport or handle freight.  We coordinate the transportation and provide our discounted rates.

  
  We are truly sorry that your shipment was delayed and that you did not make it to the tradeshow on time. Even guaranteed shipments can be delayed.

  
  There is a procedure that must be followed to dispute the charges.   The carrier has the ultimate decision;unfortunately, this can take up to 120 business days. This is their rule, not FreightCenters.

  
  Our Sales Manager has tried to call you on to discuss this on 2 occasions and left a voicemail.

  
  Again, we apologize for the inconvenience. Our goal is to deliver outstanding customer service.

  
  Thank you,
  The FreightCenter Team

  
  

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22065452
  
  I am rejecting this response because: Your apology does not correct the situation. FreightCenter (Not TForce) still charged us for a failed service that FreightCenter offered. It was not just a simple delay, the pallet did not arrive for the 3 day show- at all. What was the point of even shipping a pallet if it was going to arrive after the tradeshow?  The correct thing to do is to refund us with an apology and then FreightCenter handles the claim through their sourced contractor. The 120 business days for a claim decision is ridiculous. I have no record of ANYONE bothering to contact me directly regarding this situation. The sales Rep should have my information as I have emailed her on multiple times to receive little to no response. The lack of service and follow through with FreightCenter is horrible. This matter is becoming mute and we will be seeking to escalate. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/26/2024

  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 was quoted and paid $233 to ship my item. The declared weight of the item was 130 lbs. After they were paid and the item was shipped, I received another unauthorized charge of $91.78. They stated that the item weighed 34 lbs. more than I declared. I have attached the manufacturer's stated weight of 135 lbs. They are charging me $91.78 for a 5 lb. discrepancy, which could be the difference in the scale's calibration. The item did not weigh 34 lbs. more than declared, it only weighed 5 lbs. more than declared. They were not authorized to charge me this additional amount and I would like it refunded.

  

  Business Response

  Date: 07/31/2024

  We appreciate you taking the time to tell us about your concerns with your recent shipment with us.

  
  FreightCenter is a 3rd party logistics company; therefore, we do not handle or transport freight; we simply connect the shipper to a carrier.

  
  We understand billing adjustments are an inconvenient part of the shipping process and we do our very best to ensure our shippers avoid them at all costs. Please note that all carriers verify the information provided on the cargo they handle and if there are any discrepancies with what was reported during the quote phase and the actual weight, class or dimensions as noted by the carrier, a billing adjustment is issued.

  
  With your shipment, the carrier weighed your shipment and it was an additional 34 lbs over the 130 lbs provided. The weight of a shipment must include packaging.  It looks like that wasnt included with the original estimate. You should have received a copy of the carrier's certified weight and inspection certificate. We have attached another copy for your records.

  
  We hope this clarifies any misunderstanding and if you have any additional questions, we would be happy to answer and assist.
  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22047592
  
  I am rejecting this response because: My company also weighed the package before it left the building and the weight was what was declared. The "proof" that they submitted is a generic statement that anyone can make up to try and get more money out of someone. My documentation clearly shows that the package actual weight was 122 lbs., including the box that it was in. It was on a 3' x 2' pallet that weighed 8 lbs. making the total package weight 130 lbs. There are complaints about this company and their shady practices all of the internet. I am not the only one that they have tried to scam or successfully have scammed. I refuse to have my hard-earned money stolen from me. They were not authorized to deduct any other monies from account and I will not be paying for their lies.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2024

  We understand that you are not satisfied with our response. 

  
  Again, FreightCenter does not handle freight.  The certified weight and inspection certificate from the carrier is what was provided to us as proof of weight.  They use calibrated scales and dimensioning machines to inspect.

  
  The freight carrier has charged FreightCenter for the additional weight.  We would like to work with you and split the charge with you.

  
  If you are in agreement, please let us know, and we will refund your credit card for the agreed amount.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 08/02/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/08/2024

  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 needed help getting a shipment picked up from UT to **. I went into the website, created an account and put in my shipping information. I was originally quoted around $2300 on 06/27/2024 . That same day they called me and said the shipment has the wrong classification and that it would be $2,754 for the delivery. The call is recorded and I specifically stated that I did not have any means to remove the shipment from the truck. I provided the exact dimensions and weights. I said I do not have a dock door, fork lift or any way to remove it and they said it will be delivered with a lift gate. Today July 5th, they attempted to deliver my units. When they arrived the driver stated he was unable to safely remove the pallets off the truck because of the size of the pallets and the size of the lift gate. For instance one pallet alone was 8 ft wide and the lift gate was only 5 ft wide. There was no safe way to remove these pallets without hurting someone really bad or damaging the truck. I called the company and they said I had to come pick it up at the terminal or rent a forklift to do so. This is not what I paid for, I paid for them to deliver the units without any additional assistance. They are unable to deliver the units. I have asked them to attempt to get them delivered with a different truck and they said it was on me to figure that out. I do not have my pallets that I need to build for my business and I am out $2,754. I need these for my business to open and they will not deliver as I paid. I am not certified to drive a large truck or use a forklift. I need my shipment as I paid for not additional costs or pushing me or the driver in unsafe locations.

  

  Business Response

  Date: 07/08/2024

  Thank you for your feedback and we apologize for the inconvenience and the experience youve had with FreightCenter.

  
  We understand you spoke with our Director of ************* on Friday,7/5/2024.  Arrangements were made and conveyed to you, to get this delivered to you via another carrier at no additional cost.

  
  Your freight should be out for delivery today, 7/8/2024.

  
  Again, we apologize for the inconvenience.  Do not hesitate to contact us if we can be of any further assistance.

  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21947358
  
  I am rejecting this response because: I still have not received my freight. This was set to pick up06-28-2024 from 11 00AM to 02 30PM. I paid $2,730 to have it delivered within three days. It is July 11th and I still haven't received my items. I had the issue last Friday with them not being able to complete the job. I was told by ******* on Friday the 5th that she was sorry and it would get picked up and delivered to me on Monday July 8th. I called in the afternoon on July 8th and was told it has not been picked up yet and there was no chance it would be delivered that day. I then spoke with ******* again and she stated she miss spoke and it would be picked up Monday. Monday my freight was NOT picked up. I was told it was missed so Tuesday it would be picked up. It was again not picked up on Tuesday. I called yesterday again in the afternoon, it was not picked up by ABF freight and that I would receive a call, never received a call or email on verification it would be picked up. I have had to postpone the opening of my business due to this delay and has a huge financial impact due to this. At this point I am being told it may be delivered tomorrow. I need these units delivered ASAP. I am also requesting a full refund due to the impact this has had on my business. All of the conversations were recorded and it can be proved the empty promises that I was given. I paid a lot of money and picked their service and they still have not be able to complete it near 14 days later. Please help me get these delivered and refunded. See attached BOL and shipping labels to prove it as well.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/15/2024

  We understand that you are not satisfied with the outcome.  Carrier delays are very frustrating.

  
  Please understand that LTL carriers are experiencing challenges meeting deadlines due to capacity issues and labor shortages.  We relay the information that the carrier provides us in terms of tracking your shipment.

  
  We see that your shipment was delivered to you on Friday 7/12/24.

  
  If you have any additional questions, we would be happy to answer and assist.
  
  Thank you,
  The FreightCenter Team

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21947358
  
  I am rejecting this response because: This is not a standard shipping delay, you guys refused to deliver my product while it was sitting in a truck on my parking lot. Its recorded. I specifically said I have no dock door and no way to get it off my truck. You had the dimensions and weights. At that point you should have rejected my shipment because you couldn't complete it. I was told by your company I could come to the terminal and pick it up myself or rent my own fork lift. This again is all on your recorded line. I had to delay my business opening due to this. Delays that happen are typically listed as "acts of god" or uncontrollable events. This was controlled by your company, you accepted a job that you couldnt do. Your team even said it on the phone "I dont know why our sales department allowed this". Again this cost me a lot of money and business due to your delay. I would like my refund of my shipment. It was not met as promised.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising 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 April 16, 2024, I contacted FreightCenter after a quick internet search showing FreightCenter's instant quote of $2,693 for a LTL shipment from Kapa'au, HI to *************, **. Over the phone, I specified pickup April 25. Agent said they could do that; cost would be $3,217. She asked for the name and email of the storage company manager at the receiving end. She said I could call back with it. When I called back, another agent said my information had not been saved or was "on the desk of the first agent." I gave all the info again. Agent said the cost is now $3,715. She could not explain the increase. Worried about the tight timeline, I booked the shipment. FreightCenter emailed. I noticed the pickup/delivery dates were wrong (pickup April 17, arriving April 25). I called FreightCenter, but there was no way to leave after hours voicemail. I called ***** ******* ******** assigned to pick up). They would not take my information or deliver a message to change the dates. We rushed to prep the shipment. On April 17, ***** ******* did not arrive as scheduled. We began to suspect fraud. My FreightCenter account says "staff will call to confirm" before charging us (screenshot attached). They had charged my credit card already! I canceled the credit card payment of $3,715 on April 17. On April 18, I called FreightCenter. The agent said she would cancel and offered store credit or 80% refund. They refused to offer full refund despite failure to provide services and adequate communication. The agent did not offer remedies. My FreightCenter account (shipping ID #********* shows shipment still not canceled (screenshot attached). I've since learned from BBB's site that these are hallmarks of fraudulent movers: escalating costs (from $2693 to $3715), absence of customer service (no way to leave messages and poor handoff between agents), and lack of transparent communication about procedures and policies (hidden penalties for canceling). We ask for a 100% refund of $3,715.

  

  Business Response

  Date: 04/23/2024

  We appreciate you taking the time to tell us about your concerns with your recent shipment with us.

  
  After listening to the calls between our agents and you, it was verified with you that you approved the charge of $3,715. The agent did tell you that you would get your Bill of lading via email.  An email was sent to you with your Bill of Lading and instructions to give it to the pickup driver as well as to label your shipment. Also included in the email was a note that pick-up dates are requests and if the carrier reaches capacity,that they may default the pick up to the next business day.  Also if your shipment was time sensitive to advise so that we can quote accordingly.

  
  As a Third-Party Logistics Company,FreightCenter requests a pickup from the freight carrier on the requested day.Unfortunately, they dont always make it to pick up on that requested day. When this happens, they will roll it over to the next business day.

  
  We realize this can be frustrating. Please understand that LTL carriers are experiencing challenges meeting deadlines due to capacity issues and labor shortages.
  The price difference that you saw on our website did not include the correct freight classification (which is part of the pricing). Also, residential pick up with a lift gate and storage unit delivery with a lift gate delivery were not added.These are all additional charges.

  
  This is why our staff confirms all information and updates your shipment before we charge your credit card.

  
  Your shipment was cancelled and credit card refunded 80% on 4/19/24 at 9:05 am.

  
  We hope this clarifies any misunderstanding and if you have any additional questions, we would be happy to answer and assist.

  
  Thank you,
  The FreightCenter Team