ComplaintsforSoutheastern Freight Lines, Inc

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We have a business in ********** ** - ***** **** *** *******. We received a shipment sent via Southeastern Freight Line (SEFL) on 12/14/23. It was palletized, shrink wrapped and labeled for top load only. We had an employee receive the shipment at the store. As she was unpacking the shipment, there was a damaged box which contained concealed damage to the products being shipped. We have never had to file a claim against an LTL shipper so I contacted the local hub and they directed me to file the claim on line. I filed it with pictures included. Their first reply denied our claim minutes after the submittal. I called to speak to the person, Lydia E****, in order to try to understand why they had denied it and she claimed that this is their standard practice and the start of the "negotiating" process. She asked that I put my rebuttal in the form of a reply to her email. I did and again, she denied my claim. Despite my pictures, she claims that there is no evidence that SEFL caused the damage. She claims that internally, no one reported damage to the goods either. Does not make sense to me as packages damaged during transit can only be damaged by the carrier. And the fact that no one at SEFL reported damage to the pallet means that someone in the organization didn't want to take blame / punishment for their mishap. I have 3 products that cannot be sold at my store due to the damage. The total wholesale value is $24.00. I am simply asking for reimbursement for those products damaged by SEFL.

  Business response

  01/03/2024

  ******

  Thank you for your feedback on this issue. After review, it appears our Director of Claims has reached out and explained/corrected this issue moving forward for you. Concealed damage at delivery can be a burden on the shipper, carrier and consignee. The NMFTA does set forth rules as it relates to a carriers concealed damage practices. We always recommend reporting damage at delivery whenever possible and to immediately contact the local facility within 5 days of delivery if damage is found internally. Because these scenarios can be less clear cut than visible external damage, please try to capture as much evidence before moving the item as possible.

  Thanks,

  Customer response

  01/03/2024

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  08/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On the 7/17 I got a phone call regarding a PALLET delivery thru the aforementioned company. During the phone call i informed the dispatch regarding my unit number ( written on the BOL too ) and that i was going to be at the location I mentioned from early morning and I was informed that my delivery was schedule in the 9-1pm timeframe. Time went by and I had no one come to me regarding it. Later on I was informed by an employee of mine that there were some box for us and that there were damages. The boxes contains sugar cones for our shop and obviously they are quite fragile. I started a claim with the carrier as the boxes were not delivered to me and that there was damages. I got an email back from C.Kelly stating that there were no proof hat the damages were done on their side and that the delivery receipt noted nothing so they Declined the Claim. I asked the owner of the building to provide me the camera recording of the day and of the loading docks. The video shows the drive unloading the boxes, staking them to a wall, using his feet to move them closer to the wall and then proceeding around. TO NOTE: the delivery should have been a pallet, so the straight fact that he unloaded the boxes means that anyone of the carrier company unloaded them to make their job easy, as the weight is negligible. My kitchen is 12Yrds away, I didn't see the driver nor i was the one who signed. So OBVIOUSLY no one reported the damages on the receipt. When link to this video were sent to the "Claims Investigator" we got ghosted, unable to get a reply.

  Business response

  08/15/2023

  After review of this claim, it was found that there was no reporting to the carrier by call in to the service center within 5 days of delivery as typically required with the NMFC. We do utilize the smaller final mile box trucks to assist with some deliveries that are smaller or have limited access, which at times requires us to break a pallet down to fit on a box truck. Because we can see you filed the claim within the 5 days of receiving, we can review further. Please email the Director of Cargo Claims *********************** so we can reach an agreement on this claim.
  
  Thanks,
  
  Patrick M*****
  Director of Claims
  Southeastern Freight Lines, Columbia, SC
  Office: ************ (Ext *****) 

  Customer response

  08/18/2023

  Complaint: ********
  
  I am rejecting this response because: I actually called the number on your website and after explaining everything to the person on the other side I was provided the PRO# and I was told to do the claim online. 
  
  Sincerely,
  
  Maurizio P****

  Business response

  08/21/2023

  Maurizio,
  
  After receiving the claim number from you, I am seeing this claim has been handled and our Director of Claims has communicated via email for the reason for the delay, confusion, and future handling.
  
  Thanks,
  
  Patrick M*****
  Director of Claims
  Southeastern Freight Lines, Columbia, SC
  Office: ************ (Ext *****)
  www.SEFL.com

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SEFL delivered severely damaged generator $7k and left it in driveway without any inspection and driver signed it (forged) as not damaged they said no proof they did the damage and it wasn’t insured properly from the company I purchased it from that hired SEFL to deliver it. It’s obvious I didn’t do the damage and it had been dropped by a forklift or something because all motor mounts were popped out and cracked up inside with missing parts and keys.

  Business response

  01/17/2023

  *****,
  
  Thank you for sharing your concerns through the BBB and our thanks to the BBB for allowing Southeastern Freight Lines the opportunity to respond.

  No reference number was provided, but believe we have identified the matter as SEFL claim 22-23662, pro 212266021, in the amount of $6,655.46.

  We have reviewed your claim and found that we were given written instructions to leave the shipment in driveway on 08/05/22. On 08/05/22 the shipment was delivered and no damages were notated, noticed or captured through our system or at delivery. There was no report from the consignee of concealed damage within 5 days of receiving and a claim was filed over 2 months later on 10/24/22. Based off the claim submission, it appears the item was left outside for multiple days as the “owner was out of the country”. In addition, the claim was filed for motor mounts damaged and missing parts which do not match what we delivered of a clear intact delivery with no signs of damage occurring. This may be a concern you could follow up with the shipper of the item.
  
  Thanks,
  
  
  Patrick M*****
  Director of Claims
  Southeastern Freight Lines, Columbia, SC

  Business response

  02/16/2023

  After reviewing this rejection, we see no additional information or paperwork that was not provided in the initial claim.  Our initial response would still be valid for this complaint.

  Thank you

   

  Customer response

  02/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was informed I would be notified when it would be delivered but was not, I called and inquired when it would be delivered and was told “oh it was delivered last week”.  How would I know it was delivered if not notified as agreed beforehand so I could inspect.  Not even a call after delivery just left me in the dark and using excuse that it sat there for a week before being notified of damage.  This whole scenario is very convenient for possibly ditching a damage product and not giving anyone a chance to inspect or any notification that it was on its way or that it had been delivered. We were out of town and only found out it was there after calling to find out what the hold up was.  There were several times that the driver was on his way and notified me only to not show up and that’s when I said to place it in driveway but also requested a notice of when so I didn’t get stuck with a boat anchor for approximately $7k.  Why was I notified prior to delivery 2-3 times but no show and then sneaks in to drop off and signs the papers as no damages by their employees.  Very suspicious especially by the severity of the damages.  That unit was dropped off a high point to cause that damage.  I rolled it approximately 5 feet from drop off point never getting it more than a couple inches off ground this damage wasn’t cause by my actions and SEFL and Factory Pure both know it to be true.  It’s so obvious and easy to show the 24/7 video footage and the phone calls made on what dates.  Why drop and run without no notification, chance to inspect and having driver sign in place of owner as no damages.  The damages could only be noticed after opening hood and to top it off it was locked with no keys so they had it covered either way, that unit wasn’t getting inspected before driver left cause it couldn’t even be opened to do inspection.  Another reason it took so long to inspect it I had to get another set of keys that took a couple days so it was set up for failure and it’s such an insult to have to wait this long for justice.  I made claim right away also not 2 months, they said it’d take 30 days for an answer on the claim after 30+ days I called and they said they didn’t have any claim and hadn’t received it so I reissued it only to have it happen a second time then I reached the supervisor emailed her the claim and she hand delivered it to them only to wait 30 days more to say denied because no way to prove they did the damage.  What a deal I’m telling everyone involved this is next to criminal and someone needs to provide a product that is not damaged like I paid for.  Also being told by SEFL that Factory Pure didn’t have proper coverage on the product that they provided to SEFL. I’m not the one who is over that or involved in that part I only paid my hard earned money and it was supposed to be coordinated through Factory Pure and SEFL to deliver to me an unit undamaged.  Both of these companies should be ashamed of what they are trying to do and should be seeking better customer service skills, I notify of damage and get yelled at that it sat for a week before I inspected it so I’m out of luck.  They make their own luck but not notifying customer of delivery or chance to inspect and also letting me wait a week before I called to find out when it was coming to find out it had been there for a week. COME ON REALLY NOW!?totally wrong and I requested arbitration please.  
  ***** ****** 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/10/22 I received damaged goods to my home delivered by Southeaster Freight. The driver & I took pics & he assigned me a PO # on the spot after contacting the main HUB. I was instructed to file a claim form (paper only) & the 'old, outdated form' contained an invalid mailing address that was returned to me. This wasted 2 weeks of time & I refiled the claim online when I was told the old form was no longer in use & someone advised me incorrectly. The claim is still pending more than 2 months later. Multiple emails & phone calls to the company & they continue to tell me the claim is still pending. What is taking so long? They said 30 days. Then 45 days. Now we've surpassed the 60 day mark. The claim is for $2,254.52.

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/08/16) */ ********, Thank you for sharing your concern through the BBB and our thanks to the BBB for allowing Southeastern Freight Lines the opportunity to respond. No reference number was provided, but believe we have identified the matter as SEFL claim XX-XXXXX, pro XXXXXXXXX, related to damaged bags and turf filed for $2,254.52 This matter was concluded August 12, 2022, after reviewing our internal records and discussion with associates at our delivering service center in Florence, SC. I'm confident the declination was not what you anticipated, but I would like to addresses each portion of the claim briefly. 1 - bags of Envirofill for $210.00 plus $83.15 tax. As referenced in our declination communication and in the claim presentation the damage is related to nails in the pallet. Additionally, the bags did not meet the minimum palletized bag packaging requirement as outlined in the NMFC Item 680 7(b). Due to data entry constraints, we are not able to share the full narrative of this Item. The primary points relate to a covering of cardboard on the pallet and a minimum of a 20" cardboard sleeve or tray to protect the bags from nails and normal contact moving in and out or trailers. Minimally compliant packaging is the responsibility of the shipper. 2 - turf for $961.37 Our interview with associates with local knowledge on the delivery was that the roll was delivered wrap intact, with no visible damage. An opportunity was provided to unroll and inspect, but the consignee opted to not do so. 3 - shipping for $1,000.00 The shipment moved prepaid and the freight charge was paid by the shipper. Any refund if due, would be properly refunded to the shipper. While not familiar with the FOB shipping terms for this specific freight bill, most claim matters with this shipper are addressed directly between Southeastern Freight Lines and the shipper. Thank you, ** *******

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our company is **** ** *** Acc #XXXXXXXXX and we have Shipped w Southeastern Freight lines the same exact freight for 15 years. Was reviewing our bills and found that they had flagged some of our shipments for being oversized and overbilled us. We contacted them immediately and they said our Sales Rep would contact us, never heard from anyone. The invoices had dozens of shipments of the exact same freight that were fine. Now after three months they said the reason the rep never called me is because she probably could not do anything. I asked for a supervisor and was told I am wasting my time it had been to long and I better pay within 10 days, or they are going suspend my account and turn me over to a collection agency that would ruin my credit and add 25% to the already inflated charges. I explained to them that its all the same freight and they still refused to do anything. This is crazy watch out for this freight company, I even told them I was thinking of switching companies and they said that's probably a good idea, this after 15 years and hundreds of thousands of dollars in freight this is the customer service they provide. All the excess charges are from their sister carrier *** **** and that's why they say they cannot do anything when the freight originated with SEFL and being billed by SEFL. This makes no sense since these excess charges occurred we have shipped hundreds of the same product without incidence they can easily see this and still refuse to adjust the invoices. The invoices in question are the following. 12/27/2021 PRO XXXXXXXXX disputed amount $74.26 12/29/XXXX XXXXXXXXX $56.29 1/3/XXXX XXXXXXXXX $78.94 2/18/XXXX XXXXXXXXX $75.97 For a total of $285.46 Please help us resolve this matter and warn others to review their bills and don't be bullied by this large freight company.

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/06/15) */ Mr. ******** The four bills in question were inspected by the partner carrier who delivered the freight. The class was updated to 400. We have reviewed and have agreed with the partner carrier to adjust back to class 300 as courtesy on these four invoices. The invoices are being rerated so that you will be able to remit payment and not have to deal with any collection agency. As information, should you have an invoice dispute, please contact our Corporate Office at 800.637.7335 and speak with our Invoice Support Department. This department is equipped and trained to handle disputes such as inspections which impacted the four invoices in question. Thank you for being a valued customer and we look forward to doing business with you in the future. Consumer Response /* (2000, 7, 2022/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) That's all we wanted we own other businesses and have these customer issues. This complaint was filed without malice. We have shipped this freight w SEFL for 15 yrs. With minimal issues was frustrating not getting to correct customer service to resolve problem. Thank you for ur consideration during these challenging small business times. We have noted some possible contributing factors that may be affecting this freight and corrected them so.we won't have this issue again in the future. Thanks again.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have an Unresolved Billing Issue with Southeastern Freight Lines that we have disputed twice with them in writing in the past 30 days that they have so far refused to correct or show any legitimate reason why the Additional $534.66 is owed on a shipment that matches the Quote ID that we received ID # ********* on April 13 2022. Southeastern has a tricky billing mechanism whereby they want to change our Shipments Freight Class from a 125 to a 175. Both classes are mid-way in the NMFC Classing system from 50 to 300 and it is very fraudulent for Southeastern Freight Lines to make the claim that our Quote for $ 300.40 is generating a bill for $835. I think that Southeastern Freight Lines is cheating and making Billing Errors in their favor. There was no Additional weight, No Additional space, and no Additional Services added to our shipment! In other words, SE Freight has absolutely NO PROOF and NO REASON to over-charge us $534.66 Our invoice has been paid in full for $300.40 and they will need to clear our Balance for Freight Bill # XXXXXXXXX to a $0 Invoice to resolve this complaint.

  Business response

  06/10/2022

  Business Response /* (1000, 5, 2022/05/05) */ The customer provided the description (mop heads), dimensions (40X48X70) and class 125. It appears the customer rated the shipment based on the density but this item has a specific classification #XXXXX - Mops, or Mop Heads, pads or Refills. This shipment went through our weight & inspection and is rated correctly. As a one time accommodation, we will accept customer's payment and close out the remaining balance. Consumer Response /* (3000, 12, 2022/05/11) */ Dear BBB Re: Southeastern Freight. Our Billing Invoice, if it is now a $0 please have them update it in our Online Billing Acct, and / or forward the Corrected invoice to us. Thank you. **** ******* The Shipping Emporium Business Response /* (4000, 16, 2022/05/26) */ Hello, The customer provided the description as Mop Heads, Dimension was 40X48X70 and class was 125. It appears the customer rated shipment based on density but this item has a specific classification. We have determined that this was inspected and re-rated correctly. We will make a one time accommodation and accept the payment out. The invoice balance is now zero. Consumer Response /* (2000, 19, 2022/05/26) */ As of now, the issue has been resolved. Thank you..

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached complaint received by consumer.

  Business response

  12/16/2021

  Business Response /* (1000, 12, 2021/12/02) */ Dear BBB, Thank you for sharing the concern and affording an opportunity to address. We received a claim from Mr. **** on September 8, 2021, for damages he assessed at $48,000.00. After review, we determined the Pricing and Liability structure under which freight bill XXXXXXXXX moved limits liability to fifty-cents per pound. The bill of lading presented to Southeastern at time of pick up only referenced "personal tools" with a weight of 1,774 pounds limiting liability to $887.00 in the event of a total loss. Without admission to liability, discussion related to non-compliant packaging, or determining exact weight of claimed items Southeastern voluntarily paid $887.00, October 4, 2021, to conclude the matter. Consumer Response /* (3000, 19, 2021/12/13) */ This company send me a check for 887.00 dollars the i haven't cash because the damage of the tools boxes and the tools were missing is a hole lot more expensive then that. This is what i use to sustent my family. If yall look on my documents for the shipment the customs ship form there was a value the i write before the shipment was delivered for 48000 dollars. I don't think is fair after all the money i spent on my tools because the driver didn't secure the load like he was supposed to my tools were all over the inside of his trash bouncing around the trailer and loosing a lots of my tool i think i deserved a better amount to help me buy my tools and tool boxes again. Thanks Business Response /* (4000, 21, 2021/12/13) */ Dear customer, We were not a part of the custom transaction and our bill of lading does not reference a value. Our tariff is available and the liability is presented so that all parties can have visibility to the limits of liability. Additionally, Full Value Insurance is available through our Tariff had the shipper had an interest in purchasing this coverage. The lack of packaging or non-compliant packaging is also a concern as compliant packaging is the responsibility of the shipper. We have no indication that the shipment was tendered compliant with NMFC Item 680 Sec 14, Articles or Containers with Wheels or Casters. I am sorry that we cannot help any further on this matter. Consumer Response /* (4200, 23, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't think is fair the my tools the I'm being buying with my hard work they are all broken and missing over a neglected driver the didn't secure the load. Please all i want for the company be fair and paid for the damage of my tools. Thanks

• Initial Complaint

  11/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered doors in July and they were delivered to us damaged by Southeast Freight lines. The driver told me that they were damaged and asked if we would accept them. I said no and he started the process of filing a claim so we could get our money back. I have been fighting with the company to this day and they continue to deny our claim and will not reimburse us. We do not have the merchandise because it was delivered to us damaged so why should we still have to pay for that? All we want is a reimbursement for the $1,537.73 that has been spent on the doors that we have not touched!

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/11/11) */ Thank you for the opportunity to review the matter. The claim filed by **** ****** was declined as the shipment was returned to the shipper for inspection and credit. A claim was subsequently filed by the shipper through their third-party agent and we addressed the claim with the shipper. Generally, in these cases the shipper addresses any outstanding matters with their customer and the carrier is not a party to that resolution. Consumer Response /* (2000, 8, 2021/11/12) */ Good Morning, The company wasn't willing to work with us for months, but as soon as I told them that I filed a complaint they issued a refund to us so we are satisfied and are willing to withdraw our compliant. Thank you all for your help!

*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. ↩