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R L Carriers Complaint - Unexplained Delay - Cross-country freight delivery

Review by Ataraxia on 2011-02-20
WILMINGTON, OHIO -- I purchased a used transmission from an auto shop in PA. They chose R+L Carriers to deliver it my auto shop in Southern California. After an unexplained delay of nearly two days, the 150 pound item was picked up from the shop and taken to a local terminal around noon, on Friday 2/04. I was able to confirm this, by tracking the item on the R+L website. The expected delivery date was listed as 2/10. That gave them four days, not counting the weekend, even though the trucks usually do travel on the weekend, they just don't usually load and unload. TWO DAYS LATER, I called the company to ask why there was no new entry in their system when I tracked the item. I was told that my freight had not moved, and after sitting over the weekend in the terminal, it sat there for another TWO DAYS! There was no explanation or apology ever given for this clear lapse in the responsibility of the shipper. They told me that I would be called when the freight was delivered to the nearest terminal to the freight's destination so they could schedule delivery. I explained that the freight was to be delivered to a business that is open from 7am to 6pm (often earlier and later, but I played it safe), and that I did not want the delivery slowed down by having to schedule the delivery. They should deliver it was soon as possible during those hours. After entering a complaint through the R+L website, a representative from the nearest terminal to my freight's destination called me to explain that they would call me as soon as they received my item, so they could schedule the delivery. I again explained that they should not do that, and why. Apparently, the first person I had spoken to in customer service had not made the notation in the system, or the person from the local terminal didn't read it. I told them it would be great to receive a call to tell me that the item had been received, and roughly when it would be delivered, I just didn't want it to sit and wait for an appointment to be made. Anyway, my freight was finally delivered four days after the latest day it should have been delivered: Monday 02/14. Fortunately, the owner of the shop was kind enough not to charge me storage for the prolonged time my car sat waiting for the tranny, and my wife and I were able to minimize my need to rent a car to just three days. I asked for a discount, but none was ever offered. By the way, I paid $250 for this service. Clearly a premium rate for very poor service.
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