ComplaintsforOld Dominion Freight Line, Inc.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased an item that required delivery by Old Dominion Freight company. Prior to their call to schedule delivery, I called to change the delivery address. It was changed with no issues and no communication about an additional fee. After the address was changed, I found out through the company I ordered from they were charged a $75 fee for the address change. Delivery was supposed to take place on August 14th. When the driver called about 90min prior to delivery, I/we realized the truck is too big to be able to go the address I was about to meet him at. The truck would not have been able to turned around. Again, there had been no communication from the team at Old Dominion about this. They never asked any questions about the address or mentioned any details about the size of the truck etc. Because of this, I have to change the address to the original delivery location. Their 'manager' ******************* who lacks problem solving and listening skills, calls again to tell me there will be a charge for changing it to the original address. He takes no accountability for the errors and lack of communications on their part. It is absolutely unacceptable. I would really appreciate your assistance with this because it's a waste of time and energy being on the phone with *******************. Thank you

  Business response

  08/29/2024

  I would need more information in order to investigate this dispute like a tracking number or address it was delivered to or something to find the actual shipment.  ODFL handles 50 thousand shipments per day throughout *****************, so without pertinent information it's impossible to find it.  If the person filing the complaint didnt pay the freight charges they would need to take it up with the company, they purchased it from either way.  thanks 

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *************************** 04 2024 **** seller101 ************************************* Washington ***** email: ********************** ************ Re: Complaint against Old Dominion Freight Line, Inc. - Damage to ************ Stove Dear Sir/*****,I am writing to file a complaint against Old Dominion Freight Line, Inc. (ODFL) for damage to a ************ stove during transportation. Upon delivery, the customer discovered that the oven control dial was broken off and lying below the stove on the pallet. The customer immediately contacted me, and we filed a claim with the claims department. After investigation, their os&d agent concluded that there was no proof as in damaged wrapping or container and the driver had signed off after inspection that there was no damage. Inspection was done without the customer present or knowing and while the stove was still wrapped in shrink wrap.. The damage occurred during transit, and ODFL is responsible for the damage.Despite our efforts to resolve this issue with ODFL directly, they have refused to take full responsibility or any for the damage, leaving my customer with a damaged appliance and me with an unresolved claim.The details of the incident are as follows:- Order number: PRO # *********** - Date of pick-up: March 26 2024 - Tracking number: *********** - Date of delivery: April 2nd 2024 - Description of damage: Oven control dial broken off and lying below the stove on the pallet I have attached photos of the damaged stove for your reference. I believe **** has failed to meet their responsibility as a freight carrier and has caused my customer inconvenience and financial loss.I request your assistance in resolving this matter and holding ODFL accountable for their actions. I would appreciate any guidance or support you can offer in getting a replacement or refund for the damaged stove.Thank you for your attention to this matter.Sincerely, ********************************* Attachments:

  Business response

  05/28/2024

  Attached is the delivery receipt for this claim, as you can see there is nothing noted on this document indicating damage.  We have no evidence of damage while this freight was in our possession.

  Thanks,

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/18/2024 Old Dominion picked up our product to transport it to our customer in ***********. After delivery, we were informed by the customer that our product had been badly damaged in transit and was beyond repair (see photos attached). We had to remake the product at our own expense and pay for freight a second time at our expense as well to ship the new product to our customer. We filed a claim with Old ******************** for the sum of $700 reimbursement and were rejected. We were told we cold only get $200 back. I spoke to my managers and was told they would be willing to settle for $400 but Old Dominion refused. I was told $200 is what Old Dominion would offer, so I amended the claim for the $200 and submitted it. We are still out several hundred dollars though and I would like at least $200 more from Old Dominion to at least meet the $400 minimum that my managers requested.

  Business response

  03/22/2024

  Please provide a pro number or ODFL claim number.

  You can send it to ************************************

  Thanks,

  *****

   

• Initial Complaint

  02/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The delivery driver was rude and not very respectful. When asked the driver if he could help carry the item out of the weather he , unfortunately was racist and called me a n***** Very disappointed in the way old dominion freight handled my delivery The emails that were sent from *******************, to me was very disrespectful. Pup trailer ? In my opinion, This doesnt sound very professional, especially to a customer ?

  Business response

  02/21/2024

  Good morning,

  We have interviewed the driver and nothing in this complaint seems to add up.  This is one of our Service Centers best drivers and hes had training of customer service over his time with OD and is very professional.  He says the customer was very mean to him and couldnt understand why our driver wouldnt go up his driveway.  ****** maps shows its very tight and he made the decision to only come to the end of the driveway.  The term (pup) is a common quote by the industry discribing a smaller trailer which he must not be familiar with.  We feel we did nothing wrong and will continue to bill for services rendered.  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 29th I got a call from old dominion to schedule a deliver to my home. It is a public road easily accessed all of the time by box truck. They informed me that they did NOT have a box truck and are unable to make the delivery. This is one of the largest LTL freight companies in the nation telling me that I will not receive my package that I already paid shipping for because they do not have the proper equipment to deliver. Every other LTL shipper in town has been down this road with ease. The lady who called me replied to my assertion politely that it is there responsibility to get it to my house on a public road with 'whatever'. I do not have the means to pick this item up.. I was essentially told on the phone that I wasn't getting my delivery.

  Business response

  02/21/2024

  This was a 566lbs gun safe going to a residence and needed to be delivered on equipment that could safely deliver the shipment. The customer was contacted, appointment was made and delivered to the residents with no issues. Customer expressed that he was satisfied at the time of delivery. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were called on Friday morning, by ******* explaining the damage, and that they didn’t deliver the load because they thought we would reject it. This is a load with equipment I needed, that we had been waiting for all week. He sent pictures of the damage. I let him know I would send a guy to pick it up, because we needed the items to continue a crane in our shop. It is 105’-0 long, and will halt our production and upset my customer (it is going to a power plant, they are delaying the building construction to get it in). I let CMCO know that there was damage and I was picking it up, and we would repair the damage. They told me I should reject the hoist (the only item I had pictures of damage) because the freight company would not pay for the damage. I called OD in ********* again, spoke with Pam D*****. She gave me reassurance that the freight company would take care of the damage, since they took the pictures, they know they dropped the load. Also, that I couldn’t reject the hoist only, since all was under one bill of lading, I had to reject all 3 pallets, the whole load. I let my driver pick it all up. The driver pulled the packing slip and "shop paper packets" out of trash. He saw the blue plastic which had covered the entire pallet with "forklift this side only" labeled on the plastic. Load safely transported to ********, we realized the panel (which is in the photo with the hoist) and the ac unit (also on the pallet, but in a box) were damaged as well. The entire pallet must have been dropped; the hoist was upside down. Attached are photos of the damaged units. Attached is the claim form, requesting reimbursement for the damaged items, our cost. Hoist motor brake was replaced and repaired for $3,488.90, our cost. We did not ask for labor. See freight claim form attached. An inspector viewed the items on 8/10/23, his report is attached. Freight claim has been reduced to .50/# which would only result in $1000 approx. This is criminal behavior.

  Business response

  09/07/2023

  ******,

  As Donna H***** explained, every carrier has a legal right per the Carmack Amendment to limit their liability through their tariff.  Our tariff limits our liability for uncrated machinery to 50 cents per pound.  

  Thanks,

   

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a very expensive piece of furniture from **** made by an artist in ******. He had it shipped through the company ***. It made its way to the *** in ** ****, who contracted Old Dominion to ship it to me. It has been three weeks since Old Dominion has had my table and they are refusing to send it to me until I pay them the $310 that they’re saying *** owes them and hasn’t paid them for shipping the cargo. I explain to them that the guy I bought the table from already paid the shipping to ***. They then brought the table to my house and said I needed to write them a check for $310 or they would not give me my table. When I refused to pay Old Dominion a check they got back in the truck and left with my table. They are essentially holding it hostage, even after the shipping has been paid for . I do not know what to do and so I am asking for help because this entire situation is extremely unethical, as the artist who made the table and myself have already paid for all the shipping. this seems like a scam to me. I just want it resolved. They either need to give the table back to *** or send it to me.

  Business response

  08/07/2023

  ODFL did receive this shipment from *** but *** is not in good standing with their credit with ODFL.  In order for ODFL to deliver she or *** would have to pay ODFLs freight charges owed to ODFL.  She says she has paid *** but that does not cover the charges owed to ODFL. 

• Initial Complaint

  05/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  PRO #: *********** Claim #: ******* OD delivered a pallet of flour to our location from *******. They noted 1 bag was damaged, as I was not present. Upon arriving after the delivery, I noticed 4 bags badly damaged. Unusable. Once I pulled the plastic wrap from the pallet, the other damaged bags became visible. I immediately called the driver and told him he missed 3 bags. He had us contact his supervisor. They told us to file a claim, which we did. Hailey Wardell has been handling our claim and has rejected it. We sent photos of all the damaged bags, which they have on file. Again, we have never seen a pallet so badly damaged. This is expensive flour. We want our claim accepted immediately.

  Business response

  05/30/2023

  I have reviewed the claim.  The third photo that you sent is the one consistent with what we showed damaged.  The other three we were unaware of and the shrink wrap would have been torn as well had this been compromised while in the care of OD.  I will honor your claim for 1 bag and pay 1/3 on the remaining claim for a total of $108.00.

  Thanks,

  Geoff S*******

  Customer response

  05/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Although, please let OD know that I will be placing a negative review on BBB, Google, etc.

  Very unfortunate they have chosen not to trust us in this matter.

  We simply removed the shrink, as we were told only 1 bag was damaged.

  And after removing the shrink, flour poured out from the bags.

  Bags DO NOT TEAR FROM REMOVING SHRINK WRAP.

  So in other words, Old Dominion is calling us a liar.

  We'll also follow up with a letter to the CEO.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Old dominion was paid to deliver three packages weighting 100 lbs each. Now that the packages have arrived in ******** to be delivered, they will only drop them at the curb. They will not bring them back to my home. At the price I paid for delivery, it is ridiculous that I have to lug the freight back from the road because their drivers are incapable of alley docking their trucks. Some compensation should be due to me, now that I have to find someone to move these heavy items back to my home.

  Business response

  05/17/2023

  Hello,

  I would love to be give a better answer but I would need our tracking # in order to find the shipment they are referring to.  We handle approx 50K shipments per day so it is about impossible without the tracking #.  But in general if OD has a home delivery the shipper would normally pay for curbside service and thats our obligation.  Thanks

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I received a product of DG Dynagraze 2 *** ****# and 1 bag was broken This is the complain # that the driver give me #******** I will sent you all the paper work as well Thank you anything call the offices

  Business response

  05/15/2023

  You need to file a cargo claim, here is the link to the claim form.

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

  Once completed you can send it to [email protected] along with the supporting documentation.

  Thanks!

*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. ↩