ComplaintsforDaylord Xpress Logistics

• Initial Complaint

  09/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 9/23/24 I signed a contract to have a vehicle transported from WA to AZ. I was quoted $950 and signed contract for the amount above. On 9/25/24 I was contact to see if I could moved up the pick. I agreed and then was informed the amount for transport would changed to $1500 due to driver availability and pricing strategy. I contacted them via text messages and then finally called to speak with an agent. During this time of attempting to get answers they were still trying to confirm the shipment and even attempt to lower the price. When I said to cancel they said I would have to pay the cancellation fee. I said that there wasn't a driver assigned so a fee couldn't be assessed let alone their inability to be truthful and transparent with their business. They said they would still have to assess the $200 as that was part of their contract. **** ****** Manager Daylord Xpress Logistics II ********* *** ****** ***** ********* *** ******** **** ******* This office was out of St. Joplin, MO but now they are operating in Rogers AR or another location. Have additional text messages for review when I can download them.

  

  Business response

  10/16/2024

  I apologize for any inconvience . I am writing to provide a detailed response regarding the complaint related to the vehicle shipping request . We are a third-party logistics ***** broker with over seven years of experience in the auto transport industry. We specialize in providing excellent service to our customers. Upon receiving *** ****** vehicle shipping request, we provided a quote of $950 as per the system, clearly indicating that this was an estimated price. On the same day, *** **** expressed his intent to proceed with the booking, and we scheduled a pickup for Friday, September 25. The shipper contract sent to *** **** included a clause stating that the estimated price could change due to uncontrollable circumstances. *** **** read it and signed. After that we post the vehicle on load board to find the driver. Then, we found a driver for the scheduled pickup at a rate of $1,500 due to the limited driver's availability the market price has been changed, which we promptly communicated to *** ****. However, he declined this option. We then negotiated with the driver and managed to reduce the rate to $1,430, and but *** **** again chose not to proceed at this price and requested to cancel the contract. According to Clause 4 of the signed contract, a $200 cancellation fee applies if a customer chooses to cancel after signing. This fee accounts for the work performed, including posting the vehicle on the load board, which incurs costs from our service provider, Central Dispatch. We are happy to provide verification of these fees if necessary. It is important to note that we have not breached the contract. However, *** **** has not adhered to the terms and conditions after signing the agreement. Despite *** ****'s refusal to pay the cancellation fee, we chose not to charge him for this. We have continuously communicated updates and worked diligently on his behalf, yet we find ourselves facing this complaint. We never forced *** **** to proceed with the project and cancel the contract. We remain committed to resolving this matter professionally and appreciate your understanding. Thank you for your attention to this issue. Should you need any further information or documentation, please do not hesitate to reach out

  

  Business response

  11/06/2024

  Hi I really apologize for the for any inconvenience that you face. We are a freight brokerage company and try to help our clients. As you mention that the agent did take your approval for the higher rate and then we sent the carrier. In this scenario we have to pay the carrier. The carrier rates are dependent on availability, so there is a difference. In this scenario the carrier did proceed and the order was cancel by the customer. So the carrier has to face the loss. In the agreement it is mentioned. Kindly understand the carrier can get another load in that mean while. I apologize as the payment is already made to the carrier it cannot be refunded.

  Customer response

  11/12/2024

  
  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,
  
  ****** ****

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