• Report: #308742

Complaint Review: FREIGHTQUOTE

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  • Submitted: Wed, February 13, 2008
  • Updated: Wed, June 25, 2008

  • Reported By:Anaheim California
www.freightquote.com Internet U.S.A.


*Consumer Suggestion: Freightquote.com is _not supposed to_ pay claims, carriers are, and customer is simply uninformed.

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BEWARE - FREIGHTQUOTE DOES NOT PAY THIER DAMAGE CLAIMS - Freightquote does a wonderful job of shipping. I have shipped hundreds of shipments with them. I had 4 shipments damaged by them in the last 5 years. The problem with them is that they NEVER pay a damage claim. The first two they said they wouldn't pay because it was not packaged to specs. The third one I was dealing with the trucking company directly, and had gone through the complete claim process with them, but when it got time to write the check they wrote it to freightquote instead. The freight quote rep sent the check back to the trucking company and I never got credit or payment on the claim. I didn't know this had happened until months later and was told by the trucking company that freightquote told them they could NOT deal with me directly so I called freightquote and was told it was too late to file a claim. The fourth one is the one I'm upset about. I placed a claim for $569.00 and was told by Debbie in claims that if it was under $500.00 they would pay it quickly. I agreed to take $500.00 and was given a claim number. It has been 1 year and 4 months and I still have NOT received payment for the claim. Always getting one excuse or another when I call. I have talked to more than a dozen different people in claims & collections, and still getting the run around.

I've had it with freightquote. I will only use them get a quote then will contact the trucking company directly to match the quote. It has been working so far.

Anaheim, California

This report was posted on Ripoff Report on 02/13/2008 05:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/FREIGHTQUOTE/internet/FREIGHTQUOTE-BEWARE-FREIGHTQUOTE-DOES-NOT-PAY-THIER-DAMAGE-CLAIMS-Internet-308742. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Suggestion

Freightquote.com is _not supposed to_ pay claims, carriers are, and customer is simply uninformed.

AUTHOR: Krr - (U.S.A.)

First, I'm sorry this happened to you. It's a shame that your sales rep hasn't been able to help you more. Or maybe they tried, but your understanding of how things truly work is limited.

Unfortunately, as I've seen many times, this is just one more example of a customer that has not listened when a situation is explained to him, or isn't willing to cooperate with his responsibilities in substantiating a claim, and/or has not read the Terms and Conditions that are available online and at the time of setting up each shipment.

Freightquote.com (FQ) does not damage or lose freight, as they never touch it, and they aren't who is actually paying you for claims/disputes, but simply passing on whatever they're able to obtain back from the carrier. They are simply a third-party logistics company (3PL), or broker, helping to arrange freight movement at a discount. What they also do, as part of their totally free service, is to work to resolve claims with the freight carriers on behalf of their customers. FQ has to pay the carrier for the freight you book through the service. And then you pay them. FQ then has to try to get back from the carrier whatever portion of that payment is involved in a claim or dispute, then reimburse you. Sometimes, the carrier doesn't pay, so how can FQ be expected to pay you for the carrier's mistake, when FQ already paid them and didn't get anything reimbursed to them?

However, the customer is also responsible for packaging their items correctly, or even when they have and damage occurs anyway, they need to provide certain documentation to help FQ help them. FQ also provides this service for their customers because FQ is the freight carrier's customer, and you are FQ's customer. So of course the carrier is supposed to work with FQ directly, not you, but even they can't force the carrier to pay on a claim that isn't properly substantiated. Even then, some of them are just so big that they think they don't have to pay, whether dealing with FQ or with you directly. You actually have a much better chance of getting your claim resolved by FQ because of their immense buying power with that carrier. In some of those cases, if FQ can clearly see that the customer is not at fault, they may even give the customer a courtesy credit, out of FQ's own pocket. Or as your salesperson, his/her pocket, his/her commission.

As to Freightquote.com's responsibility in any freight getting damaged or lost, think of it this way: Let's say you bought a Delta Airlines ticket through a travel Web site like Orbitz. You then check your luggage, along with a loosely-packaged cardboard box of cookies. When you arrive, and you find that your box has been either totally lost, or broken open with nothing left but some crumbs, whose fault is that? Certainly not Orbitz, where you bought the ticket, as they only arranged for you to get a good, inexpensive seat on the plane. And although you wish that the baggage handlers hadn't mishandled your box, you didn't package the cookies in a suitable container for travel in the first place, and no one can guarantee perfect employees with perfect habits. Or at least, Orbitz can't guarantee that the airlines they work with will be able to. Anyway, you wouldn't run to Orbitz and demand that they pay you for your damaged or lost cookies. (This might be a bad example, as Orbitz probably wouldn't help at all with your cookie claim, whereas Freightquote does.)

As for using their site for price matching, then calling the carrier directly, it doesn't quite work that way, because once FQ has customized the site for you, you'll almost always get the best rates possible, better than carrier-direct, as most companies simply cannot get the kinds of discounts FQ can because of their shipping volume.

So please don't go publicly bashing a company that you think has done you wrong, when you might just not understand how things work. Please educate yourself on broker/carrier relations and regulations, or at least the terms and conditions of the company you are doing business with. The NMFTA.org is a great resource.
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