ComplaintsforCentral Transport

• Initial Complaint

  06/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I had a delivery scheduled for June 26. Despite being told for the entire day (all screenshots attached). I was told as late as 2:41pm on that day that delivery was slated to be made within the hour. Then they said it would be made on June 27. Again, the whole day their customer service tells me it was going to be delivered and as you can imagine, no delivery took place. Finally, the terminal manager Shawn emails me and asks if I can accommodate delivery on June 28. I say Yes and he says great and he looped in his dispatcher. He even informed me that the reason my June 26 delivery did not occur is because someone else refused their delivery and my freight was blocked in, which even if it's accurate, is completely different than the lie the customer service was telling me. It is June 28 now and this company sneakily changed the delivery date this morning to June 29 now and refuses to answer my calls and when a **** ***** representative calls them, they continue to say they will contact me, but this company again just lies and doesnt call me a single time. I have attached all screenshots of each instance I was lied to and misinformed. My resolution is simple- deliver the product to me or write me a check for $1500 to compensate for my time, my security deposit lost to my contractor, the delivery fees, and for every additional day they refused to deliver my product. Otherwise, they need to delivery my product by JUNE 29, 2023.

  Customer response

  07/01/2023

  Update: The company finally delivered my 15 boxes of hardwood flooring on Thursday, June 29. But they didn't load my second order despite it being tied to the same order #. Then they updated the order status to show Delivered for both orders, which was clearly a false assertion.

  After further arguments, they cooperated and scheduled my missing order for Friday, June 30. Only they ended up delivering a random person's 20 boxes of hardwood flooring instead of my singular box. When I contacted customer service, they informed me that the agent I spoke to the prior day noted on the order that it was my 15 boxes of flooring that hadn't been delivered the previous day. Which struck as me peculiar because their driver Larry clearly uploaded a picture of the 15 boxes that he had delivered the day prior to me to their system. Again, this was yet another instance where either thru pure misinformation or pure incompetence, Central Transport failed to provide an accurate delivery.

  After spending 2 hours with their customer service on Friday, June 30, they inform me that they conducted a full search and cannot actually locate my box. Which again demonstrates that their internal procedures might need to be audited because they were randomly tagging and assigning orders to different customers which led to this random second order showing up at my doorstep and my eventual refusal to accept that order. They also informed me that at this point, they did not bear any responsibility nor could provide me with any further resolution and I would have to investigate with **** *****. When I call **** *****, they say I have to wait 7-10 days for Central Transport to conduct a dock search but their terminal rep ***** already informed me this particular package is not at their terminal. 

  So, long story short, not only is my second package gone lost and most likely mishandled by Central Transport, they have basically absolved themselves of any further responsibility with my second package and are inaccurately marking my Order # *********** as DELIVERED when it clearly hasn't. I advised ***** to clearly note in his system notes that the status should reflect it's not fully delivered and the delivery was incorrect on Friday, June 30. Their refusal to coordinate a proper resolution with **** ***** has further strained this situation for me.

   

  At this point, I need Central Transport to clearly communicate to **** ***** that they have lost this package. They need to also reflect clearly that this order was not FULLY delivered. By doing these two things, they will atleast enable **** ***** to work with me in figuring out next steps. But by ignoring this aspect and misrepresenting the order status, Central Transport is essentially committing an act of fraud and I would gratefully implore BBB to push them on this issue further so that I can seek an appropriate compensation from Central Transport and **** *****, however they wish to internally handle that aspect. 

  
  Regards,

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