ComplaintsforR & L Carriers, Inc.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: 01/26/24 Invoice #: ********* We purchased a home gym from ***** ***, which used R&L Carriers as a third party delivery company. R&L delivered a suspiciously large pallet that took up an entire half of our garage. It wasn’t until we began unboxing our gym that we realized R&L Carriers had delivered us TWO GYMS and that one of them had an invoice for a ********* ********. These dimwits received two gyms meant to go to different customers from ***** *** and delivered both of them to our garage. We knew no one would ever know if we kept this expensive gym (WITH A BASE PRICE OF $3500), but out of the goodness of our hearts, we contacted ***** *** so that R&L Carriers’ wrong could be righted and the correct owner could receive their long awaited purchase. ***** *** contacted me and said I would need to print out a Bill of Lading that they sent me so that when R&L Carriers came to pick up this extra gym, they would have something to scan and they could proceed to deliver it to the correct house. AFTER A MONTH OF WAITING FOR HALF OF OUR GARAGE TO OPEN BACK UP, R&L Carriers came to pick up their mistakenly delivered, 600+ lbs gym. Much to our chagrin, WE (the people who righted R&L Carriers’ wrong) started receiving invoices for the cost of of the pickup/delivery from our house to the rightful purchaser to the tune of nearly $2,000!!! We have called them too many times to count to explain this situation to multiple different employees in their credit/collections department, to which we receive nothing but remorse and affirmation that they will fix the issue. HOWEVER, we have continued getting invoices. Today, we received a letter notifying us that we now are being charged late fees with a gross amount of $4741.24 and if not payed by 10/11/2024, it will be referred to a collection agency. What an absolute JOKE of a situation and company. We are considering pursuing legal action for this harassment and clear violation of The Federal Trade Commission.

  Business response

  09/27/2024

   After examining the documents and screenshots you provided, it seems that ***** *** did not identify themselves as the billing party for this order, which led to it being marked as prepaid to bill you instead. 
  
  I have reached out to ***** ***, and I’m pleased to inform you that they have approved the switch in billing. The invoice has now been updated accordingly. Please feel free to disregard any additional collection letters or invoices you may have received regarding this matter. 
  
  I sincerely apologize for any inconvenience and delay this may have caused you. Thank you for your understanding as we worked to resolve this issue.

  Customer response

  09/27/2024

  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. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/20/2024 R&L Carriers delivered my new truck hood. The carrier decided to hide the damaged hood by covering the section of package with plastic wrap. This damage was not noticed until after the carrier had left due to being damaged on the bottom back corner. Price for the hood was $600.00 with a $130.00 shipping fee. Due to the damage from the carrier I now have to pay a body shop an additional $600.00 to $800.00 for damages to be repaired. It is one thing to damage a product, it happens, but it is another to hide it and pretend it's not there. I would like to see R&L either deliver me a new truck hood from ****** ****** ********* or reimburse me for the cost to repair.

  Business response

  09/05/2024

  After carefully reviewing the details, our records do not indicate any damage or re-packaging during our handling of this order. I have attached a copy of the clear signed delivery receipt for your records. I also want to clarify that since we have not processed any payment for this order, we are unable to offer a refund at this time. However, we have reached out to ****** ****** on your behalf to explain the situation regarding the damage to the hood and to advocate for your request for compensation and a replacement order.  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of loss 5/15/2024 Location: ***** *** *** ** ***** ******* ** ***** It appears that while the driver was backing the truck and trailer up into our driveway that the front right tire went into our landscaping and the tire and or front bumper broke 2 wooden signs and pushed over an ornamental wheelbarrow and broke it as well. I followed there claim process, supplied pictures of the damage and video of their truck in my driveway along with 2 estimates to repair the damage but they denied the claim. There reasoning was that I did not have video of their truck causing the damage. We would like our landscaping fixed.

  Business response

  07/09/2024

  This matter has been thoroughly reviewed by the Director of Safety Claims. Upon further examination, it has been concluded that there is insufficient evidence to support that any damage was caused by the R+L driver. Any additional inquiries can be directed to our safety team at ************ * ****. 

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have 2 claims that were denied. First claim #******** I message my rep and noted BOL when driver was still there. There is email thread where they said they found it but never did. I never received the pallet. That was $3K of inventory and still had to pay like it was delivered around $707.25. BOL attached, emails, and claim denial. 2nd Claim #******** This was a differential auto part that shipped from ******* to **********, ********. Customer called us 10 minutes after delivery to report damages to us. The item had concrete on it , the metal was bent all over. This item was dropped to concrete. Also, the straps were broken. I personally had to drive to ******** to deliver replacement to customer and picked up the damaged item. The images, bol attached, emails with rep, and claim denial.

  Business response

  06/24/2024

  Upon our initial review of the two orders in question, we have noted that there were no indications of damage in our system. Both orders were signed for at delivery without any reported instances of damage. I have attached copies of the delivery receipts for your reference. This matter has been escalated to our claims manager for further investigation. Should you require any additional information or assistance our claims team can be reached at ###-###-####. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a lawnmower from ******** **** on March 10, 2024. I paid them for the shipping for the item. The item was delivered and is working fine. 30 days later I get an invoice from R+L Carriers for $128.87 for delivery of the item. I have spent the last 60 days in contact with both ******** **** and R+L Carriers trying to resolve the situation. ******** **** has assured me that I do not owe the money, but has not resolved it, and the conversation with R+L Carriers has gone cold. I never engaged R+L Carriers for the delivery service or signed any agreement or other documentation with them. The resolution I am seeking is dismissal of the freight bill from R+L Carriers.

  Business response

  06/19/2024

  After reviewing the order, I discovered that the original shipping paperwork from ******** **** indicated that the consignee should be billed directly. I have since contacted ******** **** and obtained their approval to transfer this invoice to their account. I have successfully updated this information in R+L's system. Therefore, any invoices that have been sent to the receiver can be disregarded.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The company R+L Carriers delivered my pool left it in a random parking spot away from my apartment. They didn’t include my apartment number on the shipping label, and they didn’t contact me to let me know its location. I was told by the company that it’s no contact, but that doesn’t excuse what they did next. They claimed they couldn’t get my package up the curb, so they left it in a random parking spot, even though there was a ramp right next to it. There are multiple ramps in this complex on my side alone, They delivered it around 12:08 PM, and I found out about it around 6:33 PM. When I called for assistance to move it to the correct location, as it was too heavy for two short people to carry, I was told that no one would come because it had been delivered six hours earlier. Additionally, someone in the area already tampered with the package by trying to rip it open. Whoever tore back the protective plastic wrapping left it exposed to the incoming storm. We had to leave it in the rain overnight because we couldn’t carry it. The next morning, I checked on my package and it was gone. R+L Carriers could have delivered it to the apartment complex office, at the entrance, but now it’s completely gone, and the person who was watching the package for hours yesterday most likely stole it. I’m sad about how this was handled. I was going to this pool for a children’s shelter for the summer. Now, unfortunately, I can’t honor the gift I was happy to bring them for some joy over the summer, but now I can’t.

  Business response

  06/11/2024

  The sender of this order arranges for all shipments to be delivered curbside without requiring a signature. Additionally, we also were not provided with good contact information for the receiver, nor were we provided their specific apartment number on the shipping paperwork. We are working an internal investigation into this matter with the local operations management team. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This dates back to 9/27/2023. The item arrived damaged to my house i had requested R+L Carriers to pick up the item to return it. when they picked the item up i had set the item in my driveway for them to pick the item up on 10/17/23. I returned home from work that day and there was a huge gouge mark in my drive way. the gouge mark started where i had left the item all the way across my drive way causing thousands of dollars in damage to my drive way. I had filed a claim for the damage that they caused and i provided a picture of the damage and i got 2 estimates to fix the damage that R+L carriers demanded. I provided that information to them and they denied the claim saying that there was no evidence. I asked them to review it and im not sure because I have photos of the damage that was caused to my driveway. All i wanted was for R+L Carriers to fix the problem that they caused and damaged to my property.

  Business response

  05/03/2024

  The claim in question has been thoroughly investigated, and after careful examination, no evidence of wrongdoing by R+L has been found. 
  
  If you have any further questions or concerns regarding this matter, please do not hesitate to contact our Safety team at ************ *** *****

  Business response

  05/30/2024

  This case has been reviewed again thoroughly and unfortunately there is insufficient evidence to support the claim. I have attached the letter that was sent to the customer explaining our decision. 

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  they damaged my driveway i would like them to apologize and to pay for the damage that they caused. They dragged the item causing gouge marks in my driveway. It was not like this until after they dragged the heavy item on my drive way
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband, ***** *****, purchased an engine from *** **** **** ***********, ******, through ****. *** **** **** ***********, ******, committed fraud by sending an engine that was not in the pictures. My husband worked with **** to obtain a money back guarantee, which was granted. However, *** **** **** ***********, ******, committed identity theft when filling out the Bill of Lading and used my name, ***** *****. I was not aware that my name was placed on a contract, thus it cannot be a contract and I never signed it. However, R+L Carriers is coming after the payment to ship this engine back, which is part of the money back guarantee as stated by ****,and R+L Carriers is using our business name that is not associated with my husbands, **** account. This is all illegal and we need R+L to resolve this issue.

  Business response

  05/02/2024

  I hope this message finds you well. I am writing to provide clarification regarding the recent order picked up on 04/17 under pro#*********. Upon picking up the order, we were instructed by the shipper, ***** *****, to bill the shipping charges to the address at 3*** ********** ** ** *****, ID, as indicated in the attached shipping paperwork.
  
  Despite our efforts to discuss the possibility of transferring the freight charges to the consignee, JDM Auto, they have declined to assume the costs. As per the instructions outlined in the bill of lading provided by the shipper, we have fulfilled the service contracted to us. Therefore, I would like to confirm that the shipping charges incurred are valid based on the instructions provided, I apologize. 

  Customer response

  05/30/2024

  I have spoken to the company and they have finally agreed to release me from this obligation.  I attached the email. I am happy with R&L response.

   

   

   

  Business response

  08/15/2024

  In the interest of good faith the decision was made to clear the entire invoice for this customer. The charges were cleared on 05/15 and the customer's concerns have been resolved. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 8, 2024, the shipment was handed over to R and L carriers. I called customer service and was asked to stay home for the delivery on March 11, 2024. March 11, 2024: No one showed up at home, and I called customer service several times. They could not locate my shipment. March 14, 2024: Only a part of the shipment was delivered, and I was not even provided any paperwork. I called R and L on April 4, 2024, and they still need help locating my freight. The other part of the shipment was located on April 9, 2024, and a request was made to schedule a delivery. April 10, 2024, the remaining part of the freight was delivered. The contractors were at home during the first week of April 2024(Spring break for me; I scheduled them), and the shipment was not delivered on time. Because the contractors were home, I had to alter my plans with a different material. It was sheer negligence of R and L carriers, and I had to go through much mental stress, with several phone calls to R and L and additional money that I had to spend. Now, I do not even need the item because it was not delivered to me on time, and I hold the R and L responsible for the mental agony I had to go through with this. I am eligible for the compensation.

  Business response

  04/19/2024

  Hello, I do see that your order, pro#*********, was indeed delayed in being delivered in full. We sincerely apologize for any inconvenience this may have caused. To rectify the situation, we have cleared your invoice. Furthermore, we are conducting an internal review to identify measures to prevent such delays in the future. I have attempted to contact you via voicemail and email. If you have any further questions or concerns, please do not hesitate to reach out to me directly. Thank you for your understanding and patience.

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ************

  Greetings,
  
  Thank you so much for your time and follow-up phone call. I appreciate your support. 
  
  The R and L carrier left a voice mail and sent me an email stating that they would make sure it did not happen to other customers, but they did not offer any resolution to me. 
  
  I sent an email to their claims department, but they have not responded to my email. I would greatly appreciate it if you could please help me.
  
  Thank you.
  
  
  
  ****** ************
  

  Business response

  04/24/2024

  Hello again, ******. I apologize for not being clearer in my previous communications. As per our conversation this morning the amount that you have paid on this invoice was to be applied as a credit to your account for use on a future order. At your request I have updated this to be processed as a refund instead. A check will be mailed to the address you have provided. If you should require any additional assistance, please don't hesitate to let me know. Thank you again for your patience and I apologize for the inconvenience experienced. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our first delivery with them three weeks ago , we were told the shipment would be at our house on Thursday, we got zero communication from them , they never showed up , we lost a vacation day to make sure we were here to sign off and unload . We called R&L they claimed the shipment would now arrive the next day ( Friday ) it came after 5:30 when they told us we would be early morning because of the “inconvenience” of us losing a days pay and wasting out time . No communication again , we called and they told us sorry it’s late again you’ll have to wait . 5:39 the truck shows up , our wall panel was very damaged with boot marks and footprints all over it . The box was damaged and open and the product was not usable. We put a claim in with the selling company ins and are finally getting a replacement panel sent . We were told it would be at the house today between 9-5 , once again took the day off from work , stayed home all day and no one’s coming , called them to find out the truck hasn’t even left ******** ** . My husband and I are absolutely disgusted with this so called company. And we have no choice but to deal with them soon again when the next set of of cabinets gets ships

  Business response

  03/20/2024

  Hello! I am very sorry for all of the issues you have experienced with your orders. As per our discussion earlier, this is in route to the delivering terminal and the local service center manager has been made aware. This is currently appointed for delivery tomorrow and we are working to make this one of the first stops. I will be giving you a call in the morning with delivery confirmation and an ETA. I apologize again for the inconvenience, if you should need any further assistance please don't hesitate to call me. 

  Customer response

  03/22/2024

  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. 
  
  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. ↩