• Report: #1040653
Complaint Review:

R&L Carriers

  • Submitted: Thu, April 04, 2013
  • Updated: Fri, April 05, 2013

  • Reported By: Vintage Headboards — Frisco Texas
R&L Carriers
600 Gillam Road Wilmington, Ohio United States of America

R&L Carriers Destroyed Custom Hand Made Furniture Wilmington, Ohio

*General Comment: Hey Employee #1

*UPDATE Employee: Concerning your shipping claim

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Vintage Headboards is a custom manufacturer of hand made old door headboards.  We have shipped our furniture nationwide.  To date, the only LTL Shipper that has damaged our Customers' furniture is R&L Carriers.  Specifically their Houston Texas Terminal.

The old doors that we purchase are one of a kind that are not easily replaced.  We purchase them from a three state area as they are so hard to come by.

In January we shipped a headboard to a Customer in Houston which R&L Carriers managed to rip a 4" x 4" leg off of one side of the headboard as well tear a 3" wide x 3/4" piece of cabinet grade plywood trim.  It is not humanly possible, especially after it is attached to our headboards for a human to rip the plywood with their bare hands.

The headboard would have to be dropped off of the truck or damaged with a forklift and pallet puller or something along those lines to hurt it.

Our headboards are over-engineered.  These headboards are made with old doors made from solid wood, we use screws, nails and the strongest rated construction adhesive available to retail Customers.  Bottom line - they are very strong.

We filed a claim that was denied as the freight was marked on the driver's paperwork as "unprotected" but yet he didn't put that on our Bill of Lading.

I am willing to give freight companies a second chance so I used them another time to ship two additional headboards to Houston and the same thing happened.

These freight companies carry general liability insurance so that when their employees mishandle things being shipped they can have they repaired or replaced.

I have a total of three claims filed with R&L Carriers - one of them I have filed three times as the Terminal Manager (Jim) in Houston TX told me that the unwritten company policy was to deny all claims the first time they are submitted.

The sad part of all of this is that honest people like our Customers that worked hard for their money and who were excited to buy our products are now upset or angry that R&L is not paying to replace what they clearly damaged.

The Claims Specialists that I spoke with Todd and Brenda were less than professional and very sarcastic on the phone which is not the professional way to handle the situation as we only want what is right for our Customers - to have their headboards replaced which they are not willing to do.

I hope this message does not fall on deaf ears - I want to warn people who are considering using R&L Carriers to think twice - they do not care about you or your customers at all!

This report was posted on Ripoff Report on 04/04/2013 11:26 AM and is a permanent record located here: http://www.ripoffreport.com/reports/rl-carriers/wilmington-ohio-45177/rl-carriers-destroyed-custom-hand-made-furniture-wilmington-ohio-1040653. 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 General Comment

Hey Employee #1

AUTHOR: MartyMarsh - ()

   Maybe you didn't read the part where this person already have talked to a few different people and even gave you names and where they are. When people have problems, other people don't believe your numbers so your ranting is futile.

   What do I have to do with this, well let me just say, if it don't fit get a fork lift and we will make it fit.
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#2 UPDATE Employee

Concerning your shipping claim

AUTHOR: R+L Carriers - ()

We have a proven track record of over 98% on time delivery
performance with a claims ratio that remains well under 1% which continues to
be second to none in the industry. These are two major factors in a
successful transportation provider, but more importantly peace of mind for our
customers. If you have a concern about a claim, status is easily obtained by
contacting us at 800-543-5589.
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