ComplaintsforFreightquote.com Inc

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Freightquote provided a quote for shipping two coin-operated arcade machines cross country. I contacted Freightquote independently to discuss this shipment. All items to be shipped were entered correctly, dimensions (40" x 55" x 78", 325 lbs) and (40" x 57" x 80", 325 lbs) for the two games, with a freight class of 100 per my discussions with them and others on-line. Freightquote sent out the quote, with a total of $484 for this shipment. All information that was entered to obtain this quote was stated clearly on the Bill of Lading and was provided to the shipper contracted on their behalf. Item was picked up as scheduled, shipped and arrived on 6/22/22 at its destination. Two weeks later on 7/6/22, I receive notification by email that an adjustment in the amount of $782.96 was being levied against my credit card. So instead of $484, my total is 3X the original quote, $1267. Out of curiosity I requoted the same trip but assumed the absolute worst freight class of 250. THE SAME CARRIER (*********) that picked up the shipment in June, quotes $767 TOTAL. So lets go thru this: 1) All relevant shipment information was provided both to Freightquote and transmitted to their contractor ********* 2) Choice of Freight Class was made per discussing with Freightquote for arcade games 3) The contractor having all the relevant information on what it was, what its size and weight were picked up the shipment and brought it to me 4) 2 weeks later they levy a surcharge, saying i got it wrong on the BOL, more than doubling the shipping cost. If this is not bait and switch by an LTL carrier, I don't know what better example there is. Nobody in their right mind would have a shipper give them one quote and then remotely anticipate that it would end up almost 3X the original cost weeks after the shipment was dropped off. Shame on Freightquote and ********* for their highly deceptive practices. Bad reviews will be forthcoming to prevent others falling into this trap of theirs

  Business response

  07/14/2022

  A full review of the shipment in question, load *********, has been conducted.  Our records indicate the consumer setup this shipment online as 2 pallets – one pallet weighing 325 lbs with dimensions 40”x55”x78”, and the other pallet also weighing 325 lbs with dimensions 40”x57”x80”.  The consumer assigned NMFC number ***** and freight class 100 to each pallet and selected ********* Freight to move their shipment, for a quoted price of $484.89, which the consumer pre-paid by credit card.

   

  While this shipment was in *********’s possession, an inspection was performed and the carrier found the freight to weigh a total of 838 lbs, with a freight class of 250.  In addition, the carrier attempted to deliver the freight to the receiver’s location on the morning of 6/14, but no one was on site to receive the freight.  As per standard protocol, the carrier charged a redelivery fee for the shipment and required a delivery appointment be set for the receiving location to ensure delivery was completed on their second delivery attempt.  These changes to the shipment prompted ********* to adjust their quoted price and resulted in a total adjustment to the customer of $782.96 ($709.96 increase for the reweigh/reclass, $10 for an inspection fee, $50 for a redelivery fee, and $13 for an appointment fee).

   

  When the consumer was notified of this adjustment they contacted Freightquote to initiate a billing dispute with us.  Under normal circumstances, all of the above would have been explained directly to the consumer via one of Freightquote’s Dispute Representatives, however, the consumer also initiated this complaint through the BBB at the same time, so we are addressing the issues through this process.  Attached the consumer can find the carrier's inspection certificate detailing the reweigh and reclass (along with a minor dimensional change that did not affect pricing/quote).

   

  Unfortunately, the NMFTA does not list a class 100 under the NMFC ***** the consumer used, so this is not a freight class we would recommend for the items in question, nor do we show record of giving this freight class to the consumer.  However, given that the majority of the adjustment is due to this reclass and the consumer feels it was provided by Freightquote, we have taken the liberty to remove the additional fees associated with this load.  We apologize for any confusion over the various adjustments/issues on the load and would encourage the customer to continue working directly with us in the future should other issues arise - we are always happy to assist customers with billing questions.

  Customer response

  07/29/2022

  I was not aware I needed to reply to their response.
  
  While I may disagree with some aspects of the companies response to the events that transpired, in the end they agreed to drop the over charge per their response.  That satisfactorily resolves my complaint and you can update my response accordingly. 

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 17, 2022 Freightquote.com and I had an agreement in the amount of $449.88 to retrieve kitchen items from an auction and drop it off at my residence. The package arrived 6days later which was supposed to be delivered the following day. Hello, after contacting the merchant. I learned this is an additional charged outside the already paid invoice. I did not agree or authorized this charge. I perviously paid what I was quoted and charge. A month later they are stating the weight class which I had nothing to do with was incorrect. They filed out all the information; and is fully responsible for the quote the perviously gave me. This is totally unfair and bait and switch. They should have contact if they was going to be changes, someone should have contacted me to change the original agreement. I have no clue what shipping class is and never change or volunteer that information. The amount quote is what I agreed to. BOL was supplied before the quote. Please review details below: Freightquote.com order *********** confirmation [email protected] Mon, Mar 14 at 8:30 PM C.H. Robinson Logo Your order has been placed! Order ***********  We’ve attached your bill of lading (BOL), a summary of your order, and what to do next. Estimated delivery by Friday, 03/18/2022 ***** ******** ******** *********** ****** ********* ** ********* ********** ****** **** ***** **** *** ** ************* *** ***** *********** *********** ****** **** ******* ****** ***** * ********* *** ***** ***** ******* ******* * * ******* *** ***** ****** ******* ******* ****** ******** ******* * **** ******* ******* ********* *** ******* **** **** ******* **** **** ** ******** ******* ******* **** ********* ****** **** **** ******** ****** ****** ******* *** *** *** ******** ****** *************** **** ** ******* *** ******** ** *** ****** ** ********* ** *** ****** ** ************* *** ***** *** *** ******** **** *********

  Business response

  05/17/2022

  A full review of the shipment in question, load *********, has been conducted.  Our records indicate the consumer booked this shipment on our self-serve website on 3/14/22.  The customer entered details of the shipment, including that it would contain 1 pallet with dimensions of 61”x40”x24”, weighing 241 pounds, and containing a “kitchen cabinet.”  Based on the weight and dimensions the consumer entered, our website assigned a dimensional freight class of 125.  The consumer selected Central Transport LLC as the carrier to move this load, and pre-paid the quote of $449.88.

   

  While the freight was in Central Transport’s possession, the carrier performed an inspection of the freight, finding it to be 60”x48”x36”.  This increase in dimensions caused the dimensional class to increase from the quoted 125 to 200.  A copy of the carrier’s inspection certificate is attached for reference.  After delivery, Central Transport billed Freightquote for this increase in dimensions and class, which we then passed on to the consumer, for an additional fee of $116.68.  As per our terms and conditions, we notified the consumer of this change and provided the opportunity for the customer to file a billing dispute with our company should they disagree with the changes the carrier found.  The consumer did file a billing dispute with Freightquote within the allowable 5-day window, on 4/25/22.  The consumer was then contacted by our billing disputes department several times, and was advised we would need pre-printed evidence the shipment in question was 61”x40”x24” instead of the 60”x48”x36” the carrier’s inspection showed.  Unfortunately, the consumer was unable to provide sufficient evidence of this for us to present to the carrier on their behalf, so the billing dispute was resolved in the carrier’s favor on 5/9/22.  As detailed to the consumer in an email, their card was then charged for the additional $116.68 on that same date.

   

  Unfortunately, since no evidence was provided proving the quoted/booked dimensions, we are unable to file a billing dispute with the carrier, and therefore cannot refund the customer for the additional fees related to the size increase of the shipment.  We apologize for any inconvenience.

  Customer response

  05/17/2022

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

  
  
  

  LTL 1 Pallet, Length: 65 in, Width: 50 in, Height: 24 in, Weight: 241 lb class 175

  
  

  Freightquote also delivered the shipment 6 days late damage and have the Audacity to charge my card and ignore my claim. Stating the time period is an estimate and no fault to the damages when they are totally at fault. Very unprofessional company 

  
  

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

  Business response

  05/19/2022

  Unfortunately, the screenshots attached by the consumer do not all correlate to this shipment.  The document labeled “************* ******** appears to be a booking confirmation with a different freight broker, Freight Center, which is not affiliated with Freightquote.com or ** ******** in any way.  The shipment in this document appears to have been booked with the dimensions of 65x50x24 and a freight class 175, but again this is not the shipment in question here that was moved with Freightquote via Central Transport.

   

  The screenshots of Freightquote’s website and dimensions being entered are of the consumer getting a new quote on our website, and also do not correlate to this shipment.  We agree that a pallet weighing 241 pounds, with dimensions of 65x50x24 would have a dimensional freight class of 175, as those screenshots indicate.  However, the shipment in question, load *********, was neither quoted with those dimensions, nor inspected to those dimensions.  The dimensions of the pallet in question were found by Central Transport to be 60x48x36, which has a dimensional freight class of 200.

   

  We have not been made aware of any damages to the shipment until the consumer filed this BBB complaint.  Attached is the Delivery Receipt signed by the receiving location, which indicates the shipment was received in good order, with no damages noted.  The screenshots the consumer has attached referencing “IronClad Assurance” are from govplanet.com, which is presumably where the customer purchased the actual goods contained in this shipment.  Our assumption is that the consumer filed a claim with this company, as we have no record of a damage claim filed with our company, nor any notes the consumer has previously mentioned damages to us.

   

  In regard to the transit delay, we do apologize the load was not delivered within the 1 day estimate Central Transport provided at the time of quoting.  We show the load was picked up on 3/22 and delivered 3/25, which is a 3-day transit instead of the quoted 1 day.  While we regret the carrier could not deliver within their estimate, there is unfortunately no recourse with the carrier for a two-day delay on a transit time that was not guaranteed.

   

  Again, we apologize for the inconvenience the consumer has experienced with this load, but based on the screenshots provided by the consumer, it does not appear some of the issues in question are actually related to this load.  In particular, it does not seem the damages mentioned or the dimensions of 65x50x24, are related to the load moved by our company.

  Customer response

  05/31/2022

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

  FREIGHT QUOTE WHICH WAS HIRE TO COLLECT AND DELIVER MY GOODS CHR ORDER ********** IS USING A POOR BAIT AND SWITCH TACTIC TO FALSIFY OVER CHARGING AND BREECHING CONTRACTS. LYING AND STATING THE WEIGHT CLASS IS DIFFERENT TO JUSTIFY INCREASING PRICE AFTER RECEIVING AGREED UPON PAYMENTS .

  THE SHIPPED ITEMS WAS INSPECTED AND PROCESSED BY A PROFESSIONAL COMPANY THAT CLEARLY SUPPLIED CARRIER WITH A DESCRIPTIVE ACCURATE "BILL OF LADING" THEY WAS NO CHANGES MADE AFTER. PLEASE REVIEW INFORMATION BELOW AND ATTACHED. 

  THE ATTACHED "STRAIGHT BILL OF LADING" CHR *********** CLEARLY

  DESCRIPTION ITEM : KITCHEN CABINET  QTY/UOM 1 PALLET   WEIGHT: 241.  CATEGORY/TEMP 241 NMFC/CLASS 125 DIMENSIONS:L 61.0IN X W 40.0IN X H 24.0IN  AND THIS IS DIRECTLY FROM THE SHIPPERS AT

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

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Jan 25th 2022 I booked a FreightQuote.com shipment of 600lbs of machinery parts from Phoenix AZ to Montclair NJ. The freightquote price included a 600lb weight and these services: Line Haul $312.31 Residential Delivery Fee $50.00 Lift Gate or Forklift Service $70.00 Fuel Surcharge $79.64 High Cost Delivery $45.00 Subtotal: $556.95 Shipper's Interest Insurance $38.77 Total: $595.72 The shipment was picked up on 2/2/2022 and delivered Feb 17th, 6 days late. The weight as per ***** was 500lbs. Freightquote is now attempting to charge me an extra $556.14 USD for this shipment, as per an email received on 3/18/2022. Freightquote's itemization of these charges are: Previous Charges $595.72 Residential Delivery Fee -$50.00 Lift Gate or Forklift Service -$70.00 High Cost Delivery -$45.00 LFT - Lift Gate or Forklift Service $77.00 RES - Residential Delivery Fee $55.00 Weight and Class $554.14 Corrected BOL Fee $35.00 Total: $1,151.86 As you can see, they are attempting to charge more for services I already paid for, as well as retroactively charge more for weight and class despite the fact that the shipment weighed less than originally paid for. Therefore, I require Freightquote acknowledge their error and provide me documentation that they will not pursue any more charges.

  Business response

  03/28/2022

  A full review of the shipment in questions, load *********, has been conducted.  Our records indicate the consumer booked this shipment on our self-serve website as 1 pallet, weighing 600 pounds, with dimensions of 48”x40”x24”.  Based on the dims and weight of the pallet, our system suggested a freight class of 65.  The consumer selected ***** Freight to move their load for a quoted amount of $595.72.  As with all shipments booked on our website, the consumer was presented with a copy of the Bill of Lading (BOL) to be printed and presented to the carrier at time of pickup.  As advised on our website and order confirmation email, using the paperwork we provide helps ensure the load is moved correctly and billed as closely as possible to the quoted amount.  Unfortunately, the shipping location did not present the ***** driver with the BOL provided by us, but instead used paperwork that showed no freight class or billing party, and a weight of 500 pounds.  Based on this paperwork provided at pickup, ***** billed the consumer directly at a higher cost, using their default freight class 175.  When the consumer notified us they had been billed directly by the carrier, we were able to contact ***** and have them change the invoice to our company.  Unfortunately, since the BOL reflecting the correct freight class was not used at the time of pickup, it is within ******* rights to bill at their default freight class.  The additional charges for the increased freight class and paperwork fee for changing the billing party, minus a small discount for the decreased weight, add up to $556.14, all of which are valid fees from the carrier. 

  Our records indicate the consumer did contact us the same day this BBB complaint was filed to initiate a billing dispute regarding the additional charges.  As a courtesy to the consumer, we have now issued a credit to remove all additional charges associated with this order.  We would ask that in the future the consumer please use the BOL provided by our site, and should any price adjustments occur in the future, we are happy to address them through the dispute process the consumer initiated with us directly.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a very bad experience with your firm (Freight quote). Initially when I requested your services I was told that the delivery will be conducted within 2 business days (Maryland to NY). After 7 days the load was finally delivered, and damaged and wet. (I can’t understand how pallets are dirty and wet when delivered) When we tried to file a claim, we were routed through multiple channels and we have images of the damages that were neglected and untill today we don’t know how to file this claim and our rep (******) has not been very helpful. In addition to that we were charged an additional $339 for not doing the measurements right for the pallets. It is absolutely not true and we had provided the rep with the exact measurements. Last but least ****** told us that we would be charged $530 but then after that he would go back in and give us $50 credit back and only charge us $480. Honestly it truly break our heart to know you conduct business the way you do. This is theft and unfair practices and I see so many other companies are filling complaints here and I really hope something gets done to address your business practices. Your clients feel betrayed and scammed.

  Business response

  03/02/2022

  Unfortunately, we are unable to locate the shipment or account in question based on the information provided.  We show no accounts listed under this consumer's name, address, email, or phone number.  If consumer could please provide any of the following information we would be happy to investigate further: BOL number, load number, order number, or account number.  Thank you.

  Customer response

  03/03/2022

  [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: ********
  

  Below please see details below: 

  
  PRO# **********.

  Shipment number is: *********

  Agent who assisted us: ****** ***** (Senior Account Executive)
  
  Regards,
  
  *** ***********

  Business response

  03/09/2022

  A full review of the shipment in question, load *********, has been conducted.  Our records indicate the consumer stated this shipment contained two pallets, each measuring 48”x40”x60”, with a total weight of 2,205 pounds.  The consumer chose *** ******* to move this shipment.  While the shipment was in ***** possession, a weight inspection was performed on a certified freight scale, and the carrier found the total weight to be 3,190 pounds.  As is standard practice among freight carriers, *** has provided the attached Weight Inspection Certificate (WIC), which shows the details of this inspection, and *** has billed an additional $179.71 for the extra weight moved.  In addition to this fee, *** also assessed fees for residential delivery ($75.00) and liftgate delivery ($85.00).  These additional services and weight amounted to a total adjustment of $339.71, which are valid fees the consumer paid on 2/20/22.

   

  As the consumer stated, we do show the shipment was delayed in transit.  Our records indicate the consumer reached out several times to Freightquote for tracking updates on the load, which were provided, along with the explanation that a winter storm on the east coast was the cause of the delay.

   

  On 2/3/22, the consumer notified a Freightquote representative that the shipment had, unfortunately, arrived damaged at the final delivery location.  Our representative responded to the consumer within the hour with an apology for the issue and instructions on how to file a claim.  If another copy of these instructions are needed, we are happy to forward back over to the consumer so they can file this claim directly with ***, the party that moved the consumer’s freight.

   

  Unfortunately, we do not show a record of any representative from Freightquote advising a $50 refund would occur on this load after it was booked.  However, as a courtesy for the consumer’s other issues, we have now processed a $50 credit, which the consumer will see back on their credit card within 3-5 business days.

   

  Again, we apologize for the issues the consumer experienced on this load, however, no further refunds are due.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This freight company damaged my appliance. They keep bouncing me around. I submitted all documentation they required to Freightquote.com and to t2he insurance I paid for. . . .

  Business response

  03/02/2022

  A full review of the load in question has been conducted and we have reached out to the consumer directly to resolve this matter.  We apologize for any miscommunication on the claim process and as a courtesy have now processed a refund for the consumer to compensate for the damages to the product.  We apologize for any inconvenience.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In August 2021 I used FreightQuote for delivery with ABF. The delivery made it with no damages however several pallets double stacked when not originally and repackaged. Else than that thought all good until a week later I got an additional bill due to reclassification $929.60 (which they charged without authorization this morning) for upgrade to class 125 from 92.5. I had already paid $1126.56. They claim the new dimensions were 192x80x70” (the additional height was from the trucking company double stacking pallets, these were originally only 2 ft high plus pallet). When I filled out the form online as I have provided pics of it ask for pallet size, 48x48 inches and height of 30” . These were boxed wheels (8 per pallet) at 24”x24x12” with 6” pallet or total 48”x48”x30”. Then it ask for weight of pallet or 420 pounds a pallet and 8 pallets as I had marked or 3360 pounds (weight was not disputed). As documents provided not only does it show 8 pallets and size of each as stated.

  Business response

  09/03/2021

  A full review of the shipment in question, load *********, has been conducted.  Upon review, we have found the carrier’s reclassification of the consumer’s freight was incorrect.  We apologize for the inconvenience this has caused and have processed a credit of $929.60 to waive the adjustment fees.  Depending on how quickly the consumer’s banking institution processes this credit, they should see the money back within 3-5 business days.  Again, we apologize for the inconvenience.

  Customer response

  09/03/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ***********

*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. ↩