Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In september of 2022, I contracted Tempus Logix (transport broker) to transport my 2022 Tesla ************* vehicle from a dealer in ******, ** to our home in ********************. The car was shipped in an enclosed carrier (with an additional fee) to avoid any damage. Unfortunately, the car arrived in September 25, 2022 with a large scratch on the lower fender - I've received 3 estimates from 2100-2400 to fix this issue. The damage was noted by the driver upon delivery as well as acknowledged by the broker (on Sept 25) - they have been attempting to resolve but nearly 2 months later we have no definitive action.

  

  Business Response

  Date: 01/16/2023

  Contact Name and Title: ************************* - Manager
  Contact Phone: ************
  Contact Email: *************************************************
  This complaint is submitted for a damage to the vehicle that we arranged for shipment.
  Firstly, I would like to mention that we are a brokerage company specialized in vehicle transportation. We do not have our own trucks and subcontract carrier companies to make the shipments happen. Tempus Logix is not directly responsible for any damage or loss during the shipment. (please find attached)
  The carrier that shipped the Tesla was ************* **** (MC Number: *******). (Please see attached)
  Even though we are not responsible for any damage, but we always help our customers get in touch with the carriers and/or the insurance company of the carrier.
  This time was not an exception. I have attached a small part of the emails that we shared with the customer. In those emails you can see that there was a damage claim submitted to the carrier's insurance and it was in the process.
  From our side, we didn't have anything else to do, but to wait and see what the insurance company would do.
  We are still ready to help the customer with communication with the carrier and their insurance, if required. Feel free to call our office and an agent will be ready to answer your questions and help communicating with the carrier.
  But, again, we can not help the customer repair the vehicle or give the customer reimbursement for the damage caused by the carrier company.
  I am also attaching the terms and conditions of our company that clearly states that Tempus Logix is not responsible for any damage or loss during the transportation.
  I think this complaint should be submitted against ************* *** and it is not fair for us to get a complaint regarding something that we are not responsible for.
  See Attachment/File: Q8084 emails 1

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for UShip where shippers bid for your shipment-I chose Tempus Logistics, they hired a driver (wouldn't provide company name or name of driver, I asked a couple times).Driver contacted me at 2am the day of pickup to tell me pickup time of ****pm which required me to take the day off work and cancel 2 doctors appointments.He showed up at 530pm for pickup.Initially I was told delivery was going to be 10/24.Then I was notified on 10/24 at 447pm to tell me delivery would be the following day between ****pm I said that wouldn't work.That when I signed up for service, I provided delivery time of 6-9pm on weekdays and 10a-9pm on weekends.***** from TL called me at 9:20pm to tell me that it didn't work for the driver.The only solution was to have it delivered with no one home and leave the key under a statue on the front porch.That was the only way the driver would do it and liability wise would allow till my sister got home to inspect.Driver arrived and said he couldn't deliver to the house because his truck was too big - I notified address and that it was a residence prior to pick up.He called my sister 3 times to yell at her and told her to fix this.She eventually hung on him because she was getting in trouble at her new job regarding the harassing calls.So I called him and he proceeded to yell at me and told me that I needed to come get the truck (3k miles away) and that I needed to come up with a solution. I told him that he needed to cal TL and he refused and continued to **** at me - I insisted on him treating me with respect. I told him I would call TL. TL talked to him and he managed to deliver the truck.I confirmed when I received pics.Then he called me 2 hours later stating he hadn't received payment which I thought TL was releasing as they were claiming additional liability.He told me that he was going to take my truck and then sent me a pic with my truck on the trailer.Called me a ** and said he was holding it.I got the truck but was refused refu

  

  Business Response

  Date: 01/17/2023

  Before I start my explanation message, I would like to mention that the driver delivering the vehicle is a subcontractor from a different company and has nothing to do with Tempus Logix.
  Here we go.
  Our customers are always being informed initially that all the provided dates are just estimations and might vary due to road hazards, weather conditions, traffic, driver's day schedule etc. All of these factors are uncontrollable by Tempus Logix and directly affect the delivery date/time. Tempus Logix was always in touch, quick, and reliable in finding solutions for all of the issues occurred. Some of them were directly caused by the customer due to them being "not aware" or "thinking the wrong way".
  At first, they were unaccommodating and very tight on time frames during the day, requested to deliver between 6pm and 9pm (after normal and during dark hours of the day) which is not always acceptable by the drivers. We informed them initially that this time window is not always acceptable and we might need to make other arrangements to deliver the truck. When the time came to make the arrangements, they refused to collaborate and were trying to force the driver to wait. As the driver was running out of his driving hours (truck drivers' driving hours are limited daily to 11 hours with two 30-minute breaks) and there was a huge risk he could get stuck or be shut down by the police, we've offered them several other options: to deliver it at another place (for example, the receiver's workplace or at their residence with a thorough inspection by the driver taking detailed pictures and videos to make sure the vehicle arrived in good condition). They refused all the options offered and never came up with another solution continuing to force the driver to wait.
  The driver decided to take it to their residence, leave the keys at the place they advised, do a detailed inspection, and sent all the proofs to us, which was forwarded to our customer. When they were sure the vehicle arrived in perfect condition, we were all good except for the payment code which is REQUIRED to be provided at the delivery to receive the car. That is the only way to receive the payment as the platform our customer booked the shipment on has a secure payment system, which charges the full payment upfront and only releases it to the service provider(s) with the payment code, needed to be handed to the service provider at the delivery. This is being done due to safety purposes to help service providers get paid.
  Our customer was not aware of all these details, which are clearly stated in Tempus Logix's and uShip's terms and conditions which are being accepted by the customer when booking. That was another reason for the happening mess as the driver was already afraid to deliver the car without receiving the payment as he was risking not getting paid.
  The driver's attitude is never justified by us. That kind of attitude is not being appreciated, but unfortunately, there is little we could do to control that at that moment. After that happened the driver was reported by us and was punished by his management team. This matter was discussed and resolved with the carrier, leaving them with several negative reviews, reports, and sanctions.
  We are truly sorry our customer faced this kind of attitude and we offered a reimbursement to them which was not accepted. We've received a counter offer for a FULL refund, which is a net total of $2300 + some fees, approximately a $2500+ grand total, which was obviously not an option as the car was delivered in perfect condition without any damages, and the driver had to be paid for the services provided. Even though we were earning only $67 in this huge job, we offered them a fair discount for all the inconvenience caused. That was never discussed further but we are still ready to discuss a fair reimbursement for the inconvenience.
  We also can offer a discount coupon for the next shipment to prove that the situation was just a coincidence and an unfortunate sequence of events occurred not only by the error of the carrier but from the customer's side too.

  Customer Answer

  Date: 01/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I haven't heard from the business regarding my complaint

  

  Business Response

  Date: 02/08/2023

  We've tried contacting the consumer several times after we received the complaint in BBB.
  Even before then, we were trying to contact them in a short timely manner after the shipment has been delivered and get the case resolved without any escalation.
  Unfortunately, we are unable to contact them yet by the phone number provided and weren't able to come to a mutual agreement as our customer simply refused the offered solution and was looking for a full refund.
  As mentioned in my previous message, the job done has to be paid, and the inconvenience caused has to be reimbursed, but the inconvenience has nothing to do with the full payment amount which has been already released to the carrier for meeting the contractual obligements, as the car has arrived in an excellent condition. The issues/difficulties occurred are a result of tight flexibility and the customer being "unaware" of how the things work.
  The supporting documentation/walkthroughs are always being provided to our customers and also they are being informed verbally during our phone conversations of all the most important details and "to-do"s.
  We have emailed them and are looking for a response shortly.
  This is something that has to be discussed and pulled to a mutual agreement before taking any further actions. We would also like to re-discuss everything happened over the phone so we can offer the fairest solution for our customer to regain their trust.
  And if we're yet unable to come to a mutual agreement we are ready to provide with all the details/proofs/supporting documentation if needed, and we would like to mention again that we are ready to look for a solution and find the best one for our customer at the first given chance to communicate with them.
  We think that the communication is the key and are open to discussions 7 days a week from 9AM to 10PM.