ComplaintsforR & L Carriers, Inc.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On January 17, 2022 by telephone I contacted R&L Carriers regarding shipment of 1 pallet of equipment. The person providing the quote asked for the origination and destination Zip Code, which I provided. I explained the receiving party would be picking up the shipment at the R&L Carriers local terminal. I also provided the pallet dimensions and weight. The person then provided quote ($282.36) based on the information I provided and a Quotation Number. With that, I booked the order, 1/17/2022. However they would not process the order until after the pallet was picked-up, the pallet picked up the pallet later that day. On 1/18/2022 I called to make payment for the shipment. They now told me the pride was $580.00, I explained I had a quote for less, the payment processor explained they did not handle that and I was to call the department handling quotes. I called the department handling the quotes, explained the situation and provided them the quote number. They explained the delivery address was residential, I replied I had explained to the person preparing the quote the receiver would be picking up the item at their terminal and that I also explained the receiver was to be called when the pallet was in the terminal. They explained since I added special instructions (to call the receiver) additional fees applied. I explained those details were all provided when I asked for the quote. They replied it doesn't matter, I now owed the additional amount. R&L Carriers operates with deceptive work practices applying a "bait and switch" policy to their quotations.

  Business response

  01/25/2022

  Hello, I have corrected the invoice to a flat $200.00 fee. We will refund your credit card $160.76. I apologize for the inconvenience.

  Customer response

  01/25/2022

  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. In addition, the RL Carriers representative, ****, was very courteous, professional and receptive with listening to our unfortunate situation.  **** was willing to find and offer a fair and reasonable remedy and genuinely wanted to make sure an amicable resolution was ultimately achieved. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  01/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased two engine from a company called *** ******* they were notified one of the engines received was incorrect they agreed to schedule a pick up and refund the item as soon as it shipped back. When they *** ******* scheduled the pick up for the item they sent incorrectly they *** ******* requested the pick up service through R+I carriers. *** ******* sent me a bill of lading the bill of lading did not disclose a price for the return shipment or a freight charge. We never authorized R+I carriers to pick up the item we authorized *** *******. Now I’m getting billed for a freight bill from R+I carriers there was no previous quote disclosed I never requested services from them *** ******* did. I never received a quote or a pricing for the return shipment through RL carriers. Can someone please help me with this as I’m trying to get this resolved.

  Business response

  01/17/2022

  Hello, I have attempted to find the tracking number for the shipment you are referring to but have not been successful and the attached documents do not display for me. We can have the invoice changed to bill another party but we will need their authorization stating they accept the charges before the correction can be made. *** can contact our Corporate Call Center to have the invoice changed. Their contact information is ###-###-#### or cservice@rlc.com

  Customer response

  01/17/2022

  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.
  
  

   

  I purchased two engine from a company called *** ******* they were notified one of the engines received was incorrect they agreed to schedule a pick up and refund the item as soon as it shipped back. When they *** ******* scheduled the pick up for the item they sent incorrectly they *** ******* requested the pick up service through R+I carriers. *** ******* sent me a bill of lading the bill of lading did not disclose a price for the return shipment or a freight charge. We never authorized R+I carriers to pick up the item we authorized *** *******. Now I’m getting billed for a freight bill from R+I carriers there was no previous quote disclosed I never requested services from them *** ******* did. I never received a quote or a pricing for the return shipment through RL carriers.
  
  
  *** ******* isn’t helping us not answering our phone calls or emails. They never disclosed pricing for the pick up or gave us any type of quote. 
  
  
  freight bill # is **********. 

   

  
  Regards,
  
  ******* *******
  

  Business response

  01/25/2022

  Hello, the invoice has been changed to bill *** ******* as of 1/21/22. ******* **** ******* is no longer responsible for the shipping charges.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9/24/21, I was to have a delivery from this company from 11-4pm. They said that I don't need to be home all day and that they were going to call 30 minutes before arriving. I received a ring notification that someone rang my bell, I answered and he was delivering my mom's bed that I purchased to make her last days of her life comfortable. I mentioned that they were suppose to call me 30 minutes prior to delivery so I can leave work. I mentioned that I can arrive in 15 minutes and he said he can't wait. I told him that I can't wait for another delivery date like Monday because I am needing to care for my mom. He said call the office and walked away. I am very upset. My mom only has a few more days of life and wanted her to stay with me but without the bed she can't stay with me.

  Business response

  01/17/2022

  Hello, I apologize for the inconvenience. After researching this I show the shipment on tracking number ********* did actually deliver on 9/24/21.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a 60cc tear off pit bike from *** **** almost 3 weeks ago. They decided to ship R&L carrier, even though it says they usually ship these bikes UPS. I was sent a tracking number, that didn’t work for days. I then had to figure out who they sent the pit bike through so I could track it. As there is no phone number to call, of course, not much help. The 20th of December was the LAST shipping update. I called, the 22nd, which was the delivery date. To be told when the “tracking number shipment” arrived in *** ****** ** it was… empty. No items were on the trailer. So, either nothing was ever on the truck to begin with. Or the shipping company lost it. *** **** told me, pretty much, not my problem after we ship it. Even though I had been sent a message saying they’ve been having “mix ups” with tracking numbers. So they’ve been having issues, but it’s not their problem once it leaves their warehouse?? The way they helped me was to look up the exact same thing online as I did, where it says dec.27th delivery date. Except when you call R&L they’ll tell you it’s lost. And their doing a “dock check” which according to the lady on the phone could go on for a limitless amount of time. It’s so ridiculous I would laugh, except I’m almost in tears. Was for my 9 year old Christmas gift, now it will just never arrive? And I won’t get my money back, and I’m just stuck paying 900$ for nothing??? How people can run business like this is absolutely beyond me. We have a small construction business and we would NEVER treat customers like this. This seems to be a fraudulent company, especially with no phone number. I have both sides telling me there’s nothing they can do. I just have to pay for…nothing? In fact, included is where they tell me the shipper is *** ********, not R&L shipping. Fraudulent company that should not be allowed to rip anymore people off.

  Business response

  12/28/2021

  Hello, the shipment was misplaced but has been located and we will be calling today to schedule an appointment for delivery. I apologize for the frustration and inconvenience this has caused you. PRO# *********

• Initial Complaint

  12/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The freight delivery company R & L Carriers in *******, ** contacted me Friday, December 3rd via text message stating they had receipt of my item and I needed to call them to schedule a delivery. I called them the same day and scheduled the delivery for the next day, Saturday, December 4th from 9am - 2pm with a half hour notice prior to arrival. They never showed up. I called on Monday, December 6th to reschedule my delivery since the office was close on Saturday and Sunday. They scheduled my delivery for Tuesday, December 7th from 9am - 5pm with a half hour notice prior to arrival. They never showed. I called the office the same day at around 4:50pm. They apologized and rescheduled my delivery again for today, Wednesday, December 8th from 9am - 5pm with a half hour notice prior to arrival. I'm working from home and virtually training 25 people. I received a call at 3:17pm. I didn't recognize the number so I didn't pick up. I then receive another call at 3:20pm from a different number which I was unable to answer and a message was left. I listen to the message at 3:33 and quickly call the number which was the main office. They said the driver was at my home and left because I didn't answer. I never received the half hour notice prior to arrival so that I can accommodate my training and answer the door. They are now claiming the driver called me several times and were going to contact you for redelivery charges. I have record of the calls on my phone date and time stamped. I also have the Ring camera at my door which shows the truck arriving at my home at 3:13pm which was before they even called me. They departed at 3:29pm. They also never knocked on my door or rang the doorbell. I think it's absurd they no showed delivery twice and didn't follow protocol for delivery when they finally decided to show up and now want to recharge me.

  Business response

  12/09/2021

  Hello, I apologize for the inconvenience. I have contacted the local service center and it has been addressed. The shipment will be delivered without a redelivery fee. Thank you for bringing this to our attention allowing us to correct it. You should be receiving a call to reschedule another delivery. PRO* *********

  Customer response

  12/09/2021

  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.  Delivery was made today and I am in receipt of my item.  

  
  Regards,
  
  ****** *********
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a used engine with 43k miles shipped from *** in ******. Purchased for $1000.64. With tax and shipping the total was $1283.19. The engine was purchased nov 1, shipped nov 3 and reached ********** **, nov 11. It has since been lost. I’ve called every weekday inquiring for the last 4+ weeks hoping to have it found. I can get a refund through *** for the amount paid but my frustration comes from: 1. Not having the engine I paid for over a month ago and having a broken car. 2. The “next best” engine I’ve found has 70k miles on it and is $2485.70 + tax and $210 shipping. So because R&L has somehow lost a complete engine, strapped to a pallet, it is now going to cost me an extra $2000 to get a replacement engine. My optimal resolution is to receive my engine that I’ve been waiting for. I feel that I have been more than patient.

  Business response

  12/07/2021

  Hello, *** ******** is correct stating the shipment shows it reached our *********** ** location and went missing. We have completed several dock checks and investigated several other avenues without locating his engine at this time. We are still searching for the engine and will contact Mr. ******** when it’s located. We apologize for the inconvenience and the frustration we have caused. Tracking # *********

  Customer response

  12/07/2021

  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.
  I would like to know what is being done to find my engine. If the engine was scanned off the truck and never scanned back onto another then it is either still there or has been stolen. Does the site have surveillance cameras? If so has the footage been reviewed? If I am forced to get a refund from the seller and purchase a replacement engine what is the shipping company going to do in regards to the extra expense for the replacement? 
  Regards,
  
  ******* ********
  

  Business response

  12/08/2021

  We will contact the customer as soon as the shipment is located.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Tracking, Pro#********** Scheduled delivery for 12.02.21 delivery never occurred. Via dispatch the package was returned at 7:48 pm, with a note attached stating no one home-delivery attempt. I have a security camera showing no truck ever made a delivery attempt to my house. Miscommunication on my all ends, including the tracking via customer side shows the package was returned at 11:03 pm. Numerous calls to company stating driver would call/contact prior to delivery, that never occurred. Delivery attempt needs to be made today Friday or Saturday. I will not be here Monday for delivery attempt. If not delivered Friday 12.03.21 fully refund needs to be issued.

  Business response

  12/13/2021

  Hello, I apologize for the inconvenience. The shipment was delivered on Thursday 12/09/21.

*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. ↩