ComplaintsforYRC Worldwide Inc.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We used YRC to pick up an order from a warehouse in New Jersey on 1/17/23. We paid a total of $197.09 for the expedited shipping option (approximately $30.00 higher than standard) to transport one pallet weighing 363lbs to Missouri, with a deliver by date of 1/20/23. It was scheduled to pick up by the end of the day on 1/17 (PRO Number ************), it was not. We called the following day, they apologized and assured us that it would be picked up by the end of the day on 1/18 and were issued a new tracking number, again it was not picked up. YRC did manage to go the next day for pick up, but unfortunately the warehouse was closed for pick ups that day. We didn’t think the warehouse being closed would be an issue because after talking to the YRC customer service manager, YRC assured us it would be picked up 1/18, which it wasn’t. We had to then call YRC once being contacted by the warehouse in New Jersey letting us know that our order had still not been picked up. We then contacted YRC for a third time (1/23) and they managed to pick up our order 12 hours after our Quote ID expired the morning of 1/24. YRC picked up our order 4 days after our estimated expedited delivery date. After arriving no one from YRC contacted us, we went in person on 2/7 and it was there. Since then we have received multiple invoices totaling $1797.93 with various fees such as; $17.00 notify before delivery (no one did), $467.36 fuel, $5.00 paper invoice, $37.00 inspection charge, $42.00 pick up, $3504.73 order ( with a 65% discount of $2278.07), etc. This $1797.93 is after the original $197.09 was already applied to the invoice(10 times the original estimate). After receiving the invoices we called to find a solution, spoke with management who said they would check into this and get back with us, and we’ve yet to have any contact other than paper invoices. Again we would not be in this situation had YRC just done what they said and upheld their obligations to pick up the first two times.

  Business response

  02/28/2023

  Thank you for bringing this matter to my attention. I'm apologize for any inconvenience that you have experienced. I will do everything possible to resolve the issue as quickly as possible. I will be contacting the email address provided with additional details on our findings.

  If there are any questions, comments or concerns please contact me: ******* ******* * ******** ******* ******** * ****************************

  Customer response

  03/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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

  02/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received damaged spa cover, on 8/24/22, contacted cargo ********************, got claim form from ***** *****, and emailed all documents via email on 8/25/22. Told by to check claims web side in two weeks for status. Claim was not in system, Have been working with ***** via phone calls, emails, over the last six months but the claim is never entered into the system and I have not received any communication from the Claims office. On 12/28/22, ***** file the claim from her office emailed *********** ***** ********** ******. ***** has tried her best but the YRC claims department is not responding to my claim Pro No ************. Need help to resolve.

  Business response

  02/24/2023

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible. We have been in contact with our Claim Resolution team (***** ********* - Supervisor) has advised that she has sent a communication directly to *** *********. She will be working to resolve this issue. If you have any further questions or concerns, please do not hesitate to contact us.

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

• Initial Complaint

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My company had freight picked up at our office on June 7, 2022 from Indianapolis to be delivered to a conference trade show in Chicago by YRC Freight (now Yellow). We gave plenty of time for it to arrive beforehand, and this is also according to the YRC/Yellow employee I spoke to on the phone. Our freight never arrived at the conference destination. I was told it was lost, and then found in an YRC holding terminal in the Chicago -the city of the conference. We then waited another month for it to be sent back to us at our Indianapolis office as a customer service rep stated that it was lost, even though the label was still on the skid (noted as when it was finally returned to us the original label was still in tact). Since the freight was never delivered, and we offered to pick it up ourselves while in Chicago but no one got back to me on whether we could do that or not. We requested a full refund since there was no error on our part. We believed this fee was waived, but now we received a collection notice. We have been shipping this freight for conferences for 10+ years now and never had an issue in arriving or in getting lost! We feel strongly that we should not pay for a service that was never provided for, and the lack of contact with YRC/Yellow customer service has dragged this issue out.

  Business response

  02/23/2023

  First, thank you for bringing this matter to my attention. I’m sorry for any inconvenience that you have experienced. I wanted to ask if this has been resolved yet? It looks like billing credits were issued back, and I just approved another credit for $78.50 but I wasn't sure if that addressed your concerns or not.
  I did notice that the shipper failed to give us proper documentation when we picked this up on 6/7/22.  We didn’t secure a proper BOL from them until 6/20/22.  I do understand that this was still a YRC error however not having the correct paperwork played a huge role in locating the freight and eventually missing the delivery to the show sight. 
  Please email me back or feel free to give me a call. We appreciate your business and want to make this right.

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

  Customer response

  02/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a gift, which was delivered by YRC Freight on January 26. Soon after, YRC Freight sent me a bill for $3,128.71. I called YC Freight and spoke with a representative named ******* *******, who told me that the initial estimate was for $553 and the shipper waited too long to send, making the estimate was no longer valid. She went on to say that I was put as "payer collect," and that agreement is legally binding. No third party has the right to make a legally binding decision on my behalf. I am not the client here, and I should never have been billed. Yet the invoices keep coming. I fear I will be turned over to a collection agency and put my credit at risk over something I did not request or even know about. While I question how a price can go from $553 to more than $3,000, that is no my issue. YRC Freight is attempting to collect from the wrong party. My balance due should be zeroed out immediately.

  Business response

  02/23/2023

  ********

  Thank you for bringing this matter to my attention. I'm are sorry for any inconvenience that you have experienced. Thank you for sharing the statement that you received on or around 1/29. In researching this situation, I've confirmed that the invoice has been paid in full and you should disregard the invoice from 1/29. No further action is needed on your end. My apologies that this had to be addressed in this manner.

  If you have any further questions or concerns, please do not hesitate to contact us.

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

• Initial Complaint

  01/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We have been shipping with YRC for a few years, several times a month. They transport our light weight pine furniture. When ever an issue arose in the past, damage, over charge, we would get driven in circles on the phone. They even lost a shipment over a 1k and were refusing to pay after admittimg they lost it, until one day we landed a stellar customer service manager that got our issues sorted. She went above and beyond She assigned a ** rep to us for future questions, issues, ect. We have been running into multiple issues again and email after email with no response. After a response came in, we gave a bunch of information and asked to schedule a phone conference. Again, no response. They have charged us for a 140 pound piece and marked it 640 pounds! Typo on their end? We also do not click for inside delivery to be done, drivers have taken pieces inside against what we paid upfront for, they then bill us for it. We mark our pallet do not stack and fragile, which means our light pine pieces cannot sustain weight it will crush the doors. We should be on top of the stack of pallets or on the racks. They stack on our stuff, crush our stuff then refuse to pay saying it's concealed damage. We have those stickers on there for a reason. We purchase the service as a non stackable for a reason. The only way to crush the doors is by stacking..and they do it any way to fit more stuff into the trucks. The weight isn't destroying the boxes, but is cracks the pine doors underneath. Noone will listen..We have very few damages in comparison to what ships, but when it happens, they do not take accountability. We have been messaging the damage claims since September. No return emails just denials,. We were taking video of every single pallet before it left us to show how it left. Undamaged perfectly packed..we stopped when things were back on track and here we are again. Damages, overcharges, unanswered emails. We have spent thousands of dollars and this is the service we get?

  Business response

  02/20/2023

  We've reached out to ***** to begin to resolve. Once we have additional information, we'll be able to provide additional detail on the outcome.

  Hi ******
  Thank you for bringing this matter to my attention. I’m sorry for any inconvenience that you have experienced. I’ll do everything I can to resolve the issue as quickly as possible.
  Do you have claim number or a number I can reference so I can start to dig into this?  If there are any questions, comments or concerns please reach out to me directly - ******* ******* Director of Customer Service *****************************

  Customer response

  03/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  I have submitted all the information YRC freight requested VIa email the same day. Awaiting a response from them
  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

  01/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We've used YRC in the past 7 years with no issues but recently we've been having shipping damages almost every other week recently. We've filed for claims and reimbursement but the process isn't fair and after damaging our products or outright losing the entire pallet, they still want to charge us money for the original shipment and the cost to reship the replacements. Recently our claims are being rejected even with photos showing damaged upon receiving. After admitting they cannot deliver their service quality they've decided to close our account. We have 4 open claims totaling $ 21,404.21. Which they don't want to reimburse. I would like to inform future customers to beware !

  Business response

  01/17/2023

  Hi. Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible. Can you provide the shipping information? We're having a difficult time finding the account information for this.  Thanks - *******

   

  Customer response

  01/31/2023

  They have reached out to us and trying to fix all the claims and issues. it's one step towards a resolution now.

  Business response

  02/15/2023

  We have been in contact with ******* and have begin to process the claims and re-adjusted freight bill.  ******* *******

  Customer response

  02/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:  the adjustments and claim cheques are not fully completed.   once completed we will close this complaint.

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

  Business response

  02/23/2023

  ****** ******** has re-issued the second $613.53 payment today. He has also approved the $423.32 on claim ******. This should finally resolve these two claims.

  Customer response

  02/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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

  01/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 9-1-2022 I picked up a furnace from YRC freight’s distributor at *** ****** *** *** ****** **. Upon picking up my shipment, I was required to sign for the goods before seeing them or taking delivery. The yrc employee assured me that this is standard practice and would be of no issue should shipping damage be present. The furnace was new, shipped inside of the manufacturers box, and wrapped completely in a black plastic wrap. Through the black plastic wrap, damage was not apparent or reasonably evident to the average person. After unboxing the item about an hour later I discovered concealed damage that would render the item unusable. This damage looks to me to have been caused by a forklift. I then called the distributor, told them what happened, and I was told to fill out a claims form online. I filled out this form in its entirety and submitted it along with the requested documentation, and was never contacted. I called, was passed around, and then was told the consignee could not submit the claim, the shipper had to. I then had the shipper submit the claim. They were told that someone should be reaching out to me. I was not contacted. I then called, and was given several different phone numbers to call for assistance. Someone then finally took my information and created a claim number. Then nothing with the claim was done for another month until I followed up and am now being told that they have no legal obligation to reimburse me in any way. I have been passed around, ignored, and generally taken advantage of, and due to the shipper forcing me to sign a document saying I have inspected something that I have not yet seen before giving me my shipment, they are claiming that they have no responsibility for damage they have caused. I have had to order a replacement at a cost of $1418.00 and am seeking reimbursement in this amount. If YRC so desires, the original damaged item and it’s packaging is available for inspection/pickup.

  Business response

  01/17/2023

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. In researching the shipment history we have re-reviewed the claim and have been in contact with an accommodation. Everything should be resolved. My sincere apologies for this situation.  

   

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

• Initial Complaint

  12/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/12/22 I purchased an item from a merchant in Liverpool NY and they shipped and was picked up by yrc that same day. I have been tracking the shipment on the yrc web page and it's been sitting in there Orlando FL terminal since 12/16/22 1st delivery scheduled for 12/16, then changed to 12/19, then changed again to 12/22 and then changed again to 12/27, I have tried to contact them with no success, I have never dealt with a less unprofessional outfit like this one they are costing me lost money on a daily basis and they don't care can't even answer a phone call to feed me a BS excuse.

  Business response

  01/04/2023

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. In researching the shipment history, we have been able to confirm that the freight was able to be picked up from the Fort Myers facility earlier this week with no exceptions. It appeared that the Fort Myers terminal (destination) is still backed up from the hurricane due to being a smaller terminal and the damaged they received. My sincere apologies for this situation.  

  If you have any further questions or concerns, please do not hesitate to contact us. ********************************************************** or call us at ***** *********
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a spa cover that was delivered through YRC Freight. The item was delivered damaged. There is a 3in slice in the vinyl cover and the perma liner. The waterproofing of the cover has been compromised. It was noted in the system. I filed a claim with YRC Freight and it was denied. I have tried to get in contact with the claim reviewer but unable to get any response. Customer service at YRC has tried to help but no resolution has occurred. I have been trying since 5/18/2022 for some resolution. I have screen shots of the system and the denial email. The company I purchased from will do nothing as well.

  Business response

  12/13/2022

  My sincere apologies for this situation.

  Thank you for sharing the claim letter that you received on or around 6/30. In researching this situation, all damage exceptions must be noted at the time of delivery. In this case there was no notation of any damage, to this shipment when it delivered. The delivery receipt is for the purpose of recording the facts at time of delivery and certifies the freight was received in good order unless otherwise noted. It is responsibility of the person or company to whom the goods are officially sent or delivered to verify the shipment & make a notation of the exact damage on the delivery receipt before accepting the delivery. The absence of an exception on the delivery receipt establishes that there was no question concerning the condition of the shipment at time of delivery.

  
  Based on the clear delivery and any indication of our mishandling during transit, carrier liability has not been established. In view of these circumstances, the claim would remain respectfully declined.

   

  If you have further questions or concerns, please do not hesitate to contact me.

   

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

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We booked with YRC to ship a car hood from Ohio to Delaware (490 miles). It was picked up from the location we specified and delivered by trailer ******* on the 22nd of November to the terminal ****, then loaded by the same person on trailer *******, then unloaded in terminal number *** in Carlisle, PA by driver **** **** on 11.24. After the 24th, we received false dates for the delivery at the last terminal that it should've gone through. First, they told us it would be there on the 30th, and then they told us they had a 2-day delay, and supposedly it would be there on the 2nd and delivered to the final destination in Delaware 2 days later. Then on Friday, they told us there was another delay, and it would be delivered to the terminal on the 6th of December (today). We followed up with them today, and they confirmed it would be there today. We continued following up with them (there was no communication from their side at all during the whole process of the shipment), and they told us that they did not know where the item was. They do not have any idea what happened to it after it had been delivered to Carlisle, PA, and nobody bothered to check and confirm where it was and when it would be delivered, even after when we called them for an update. Instead, they gave us different dates for the delivery to the terminal and the final destination. They advised us to file a claim and told us they couldn't provide any information as they didn't know what happened and where the hood was. They literally told us that they would deliver it if they found where it was. It is an expensive hood, and the shipment is time-sensitive. They have been dragging us around for more than two weeks now, and we are just finding out that they don't even know if they have it or if they lost it on the 23rd of November. We have never had a horrible experience like this with a carrier company. We seek a prompt resolution to this matter - delivery ASAP and proper compensation for the inconvenience

  Business response

  12/12/2022

  Thank you for bringing this to our attention.

  We want to apologize for any inconvenience or frustration this might have caused.

  Looking into the issue, it does appear that the freight has been delivered on or around 12/7. The freight was delayed due to a labeling error which made it difficult to locate and deliver. We have been in contact with **** and he is fully aware of the situation and additional details.

  Again, we apologize.

  For additional questions, comments or concerns please contact us at ********************************************************** or ************

  ******* ******* ~ Director, Customer Service

*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. ↩