ComplaintsforCRC Transport LLC

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, January 22, 2024 I used AmeriFreight which scheduled CRC to transport my vehicle from TX to NV. My car was picked up around 7pm CST. On Wednesday, 1/24/24 I received a text from Sofia (unsure of last name) that my car would be delivered on Thursday around 10am. On Thursday I received a call that the driver was there to drop my car off. I meet the driver and immediately notice on the driver side, rear wheel, the liner had been knocked loose during transit. I pointed this out to the driver, who did not speak very good english. He then shrugged his shoulder and proceed to unstrap my car from the trailer. I went ahead and removed the liner from the wheel well to prevent it getting broken when unloading. I did sign the BOL not knowing I was supposed to indicate an issue. When signing I was unsure that I was signing the vehicle was "OK". I thought by me mentioning the liner to the driver was sufficient. I then contacted AmeriFreight who is the broker used to find CRC. They provided me with the insurance of CRC, to whom I called twice and have not received a call back. I also called CRC and was given the run around. I got a call from a gentleman from CRC (unsure of his name) on Tuesday 1/31 responding about the damage to my car. He stated to send pictures of the damage and he would call back. I have tried calling and even sent a message and received no response. I reached out to AmeriFreight who contacted CRC and CRC responded to them (email below) several things that are not correct. I did not raise my voice, the driver was only on the phone with dispatcher (speaking another language) AFTER the car was unloaded to get final payment, I never refused anything, they have not contacted me informing me of anything. I feel I am being portrayed as a liar which is not true. My car was provided to CRC with no issues and returned with a knocked loose liner, most likely from when the tie downs were attached. In none of the photos on BOL can you even see the damage.

  Business response

  02/07/2024

  To whom it may concern,
  
  We acknowledge receipt of the complaint concerning the recent delivery of the vehicle and appreciate the opportunity to address the concerns raised.
  
  Upon thorough investigation and review of the circumstances surrounding the delivery, we would like to provide clarification on the matter.
  
  The vehicle in question was picked up on 01/22/2024 at 07:55 PM, delivered on 01/25/2024 at 1:32 PM, and booked with AmeriFreight. Our driver reported that upon delivery, the customer attempted to remove the liner from the vehicle forcefully and in a raised tone, attributing the damage to our driver. It is pertinent to note that our driver maintained constant communication with our dispatcher throughout the delivery process. Additionally, when requested to provide his email address after signing the Bill of Lading (BOL), the customer declined to do so promptly.
  
  Furthermore, we wish to highlight that the issue regarding the liner was reported five days after the receipt of the vehicle. It is essential to mention that the vehicle was in poor condition at the origin, and our driver marked damages in the BOL and inspection app (please refer to the attached documents). Upon receiving the customer's message, our claim team promptly initiated an investigation into the matter.
  
  We would also like to draw attention to our efforts in communication with the customer. On January 30, we contacted the customer and initiated the investigation process. Throughout this period, we remained in constant communication with the customer, ensuring that all queries were addressed promptly. Our communication with AmeriFreight also included providing them with all relevant information and our stance on the matter (please see the attached documentation). Subsequently, we sent an email and a text message to the customer outlining our stance; however, regrettably, the customer remained dissatisfied with our response (please see the attached correspondence).
  
  It is important to clarify that the customer attempted to remove the liner independently at the time of delivery, a fact that was confirmed by the customer in the text communication.
  
  While we regret any inconvenience experienced during this incident, it is crucial to emphasize that our liability is confined to damages directly attributable to our actions within the transportation process.
  
  Thank you for bringing this matter to our attention, and we remain committed to providing good service to all our customers.
  
  Best regards,
  
  CRC Transport
  Claims Department

  Customer response

  02/12/2024

   
  Complaint: 21229386
  
  I am rejecting this response because: I did not wait 5 business days to report the issue. I remained calm the entire conversation with the driver, while pointing it out. Since the driver did not speak very good English that is why I followed up with AmeriFreight per the attached screenshot.

  At the end of the day, I have reinstalled the liner on my own. It is very interesting that I never received those "text message" responses sent from CRC. While I am dissatisfied with my overall customer experience with CRC, we can close this out. I fixed the issue on my own and will not use them in the future.

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