ComplaintsforNolan Transportation Group, LLC

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently signed up to work with NTG as a carrier and was approved and able to access the load board right away the first day (we met all the posted criteria). The next day, I logged into the load board and was not able to access it with an error message to call or email carrier support. I called the NTG phone number and was told that there were no notes on my account but that I was blacklisted from working with NTG. The agent was not able to tell me why, but suggested that I talk to RMIS who does the authorizing of new carriers. I called RMIS and they stated that my carrier information was approved and met NTG criteria, and they were not sure why NTG would have blacklisted our business. I tried emailing carrier support and have not received any responses. I would like to know why my carrier number was blacklisted without having any issues on my MC. We have not driven any loads for NTG at this point, and have a good reputation with other brokers we are working for.

  Business response

  04/10/2024

  Good Afternoon, 
  
  I sincerely apologize that you have had trouble getting in contact with us. Please email us at ******************************************** with your MC number and we will promptly be able to get this resolved. 

  Regards, 

  Customer and Carrier Experience Team 

  Customer response

  04/10/2024

   
  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.
  
  Sincerely,
  
  Stone Logistics Llc

• Initial Complaint

  03/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/06/23, I purchased freight shipping from Nolan Transportation Group for a package to be shipped from my residence in **** to a customer's residence in ******* for $755.00. Package was picked up, however upon delivery, the shipper showed my customer that the package had been significantly damaged. My customer refused the package and the package was returned to my residence. Nolan Transportation Group advised me to file a claim for damages with the third party insurance company that I had purchased a policy through. Nolan was great in assisting with the claim. The claim was approved. However, I have yet to this day been refunded for the original shipping cost. Nolan Transportation Group, claims that they are waiting to get refunded from the carrier before they can refund me. I have expressed to Nolan Transportation Group, that my transaction was with them, and they should be refunding me. I should not be waiting until they are reimbursed.

  Business response

  03/07/2024

  Good Afternoon, 

  I sincerely apologize for the inconvenience this has caused. Our **** ****** has been very responsive with you regarding this scenario. Under Federal Regulation Title 49: Transportation, Part ****** the carrier has 120 days to respond to the claim at hand. Currently, the carrier R&L is still within the 120 day window to respond to the claim. As we have stated, reimbursement will be issued upon the claim being approved by the carrier. We will continue to keep you updated on any new updates that we have regarding your claim. 

  Regards, 

  Customer and Carrier Experience Team

  Customer response

  03/07/2024

   
  Complaint: 21393030
  
  I am rejecting this response because:

  I did not purchase shipping through R&L carriers, I purchased it through Nolan Transportation Group. 

  
  Sincerely,
  
  ***********************

  Business response

  03/11/2024

  Good Morning, 

  Unfortunately, as a broker, we follow and are beholden to all LTL carrier tariffs. NTG is not the party who will pay out on the claim, if approved; the carrier does that. LTL carriers handle claims on a first come first serve basis. We are unable to speed up this process. ****** will continue to update you as we receive updates from the carrier. 

  Regards, 

  Customer and Carrier Experience Team 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nolan Transportation has been calling me and text messaging me non stop for months. I have never done business with them, have never had any large shipment even close to related to anything they do, and they keep calling and texting! I am getting calls and texts 3-5 times per day every single day despite reporting the texts as junk, blocking phone numbers, and even answering and telling them I HAVE NO BUSINESS WITH YOU STOP CALLING!! They say they'll remove me from the list but then i get more calls the next day from different numbers! It is driving me insane. Even if I were in the market for their services (which i never have been) I would never work with them due to this clear lack of organization and blatant disregard for their customers (if i actually were one).

  Business response

  02/19/2024

  Good Morning Julianne, 

  We sincerely apologize for the excessive phone calls. I would be happy to personally put you on our Do Not Contact List. Would you please send us your company info and phone number (the one you included is missing a number) to ********************************************* This will assist us in making sure that we remove the correct info from our system. 

  Regards, 
  
  Customer and Carrier Experience Team 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been getting contacted by Nolan Transportation group. They are soliciting freight brokerage services. I have been contacted by them over 50 time in the past year. Always different sales people with different phone numbers. Office phone and cell phone. I ask them to put notes in the account to no longer call Saginaw Control and they agree, but never do. At this point I feel like they are harassing me.

  Business response

  12/07/2023

  Good Morning, 
  

   I sincerely apologize that you have continued to get contacted. I have sent your company and contact information over to our Regional Sales Directors and will ensure that they place you on our Do Not Contact List personally. Please allow up to ************************************ the unlikely event that you are contacted, please feel free to email us at ******************************************** and we will be sure to get this addressed immediately. Regards, Customer and Carrier Experience 

  
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Worst company ever! As you can see from my claim in the photo, this has been an ongoing battle . Package sat in Winchester for 7 days before being delivered its destination in Winchester. I called several times and got pushed around! Purchased insurance for damages up to $4000 and we are being pushed through a revolving circle. Package was delivered at 8am, dumped in my yard half grass half concrete. The casing was shattered as it appears something was stacked on top of the package. I even sent pics from the origin pick up right before loading INTACT with a strap on top. Delivered COMPLETELY missing and shattered. Not to mention the piece ruined was over $1600 !!!! Called ***** several times and kept being pushed around. Got a declination paper for claims with no reason why it was denied other then non sufficient photo support. Emailed back stating their is photo proof x2 of right before loading up and then again at delivery! Was offered $40.50 for damages as they only cover **** cent per pound! DO NOT EVER USE THIS COMPANY! **** POOR CUSTOMER SERVICE! DO NOT CARE ABOUT CUSTOMERS! I own a business and believe me I would NEVER treat my customers like this!!!!!!!!!!!!!

  Business response

  11/27/2023

  Good Morning, 

  We have reached out to ******* to get more information regarding her experience. Our team sent her the wrong claim packet initially that requested she file a claim with the carrier. Instead, ******* should have received our 3rd party claims packet as she did pay for the extra insurance. We have sent over this packet to her and advised her to reach out to us should she need any further assistance. 

  Regards, 

  Customer and Carrier Experience Team 

  Customer response

  11/27/2023

  The company has reached out to us today to have the correct claim packet filled out. We are filing the paper work as we speak now and will be back in touch! 

  Business response

  11/29/2023

  We are currently waiting to hear back from ******* regarding her claims process with our third party claim provider. Regards, Customer and Carrier Experience Team 

  Customer response

  11/29/2023

  We were provided and have submitted out the correct complaint form at this time. We have done a follow up at this point with the 3rd party claim company via email. 

  Business response

  11/30/2023

  Thanks *******! Please let us know if we can be of any further assistance. Regards, Customer and Carrier Experience Team 

  Customer response

  11/30/2023

  Still waiting for reply from claim paperwork. Just got an alert that I was charged more money as shown in picture of adjusted weight of freight. I feel that it could have waited to charge me additional money since I have an open claim and damaged product at this time! 
  

  Business response

  12/01/2023

  Hi *******, I apologize that was sent in error. I was able to get that rate adjustment refunded and they will sent you a receipt when it is completed. Again, I sincerely apologize for the mistake. Regards, Customer and Carrier Experience Team 

  Customer response

  12/07/2023

   
  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. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 28, 2023, we booked a load on NTG load # ******* *********, **, to **********, **, and upon arrival to the location, which was scheduled at 8 AM we were advised that we could not pick up the load until 9 AM, we called an spoke with someone who asked us to get that information in writing from the shipper. We were able to get located around 8:55 AM and drove to the location which was a convention center where my driver was instructed to go to another location to drop off upon arrival we were advised there was no delivery expected until Sunday and there we no one to accept the load. After waiting about 45 minutes, someone was able to create a passageway from the fully occupied dock zone to the sidewalk for the driver to unload the load. During the events, we attempted to communicate not only the errors but also the fact that we could not access the **** site to manage the load and submit the paperwork. We were told that we were going to receive a phone call from someone and we never did and there are several unanswered emails. This is supposed to be a partnership and I only expressed how to improve it by improving communication and requesting to be paid for my time, which appeared to have got my company blacklisted because no one wants to be accountable.

  Business response

  10/06/2023

  Good Morning, 

  I apologize that that was your experience and we will be sure to address the communication issues with our team. I looked at your carrier report in our system, it appears that you were blacklisted due to not having any inspections on file. It is NTG policy that we make sure carriers have inspections on file in order to avoid double brokering. I apologize that somehow your account was not flagged initially in the set up process. If you have any further questions or anything else you would like to address please email us at ********************************************. 

  Regards, 

  Customer and Carrier Experience Team 

  Customer response

  10/10/2023

   
  Complaint: 20701612
  
  I am rejecting this response because: Thank you for the response regarding the inspection,  that makes sense.  
  I have not received a response from the multiple inquiries to be compensation for the time my driver was waiting and my invoice has yet to be paid. I'm not confident reaching out to a new mailbox will resolve my issue. Can someone please contact me as requested? 

  
  Sincerely,
  
  *************************

  Business response

  10/11/2023

  Good Morning,

  We have reached out to you directly from the ******************************************** distro. Please provide us with your valid POD and paperwork so we can look into your detention request. 

  Regards, 

  Customer and Carrier Experience Team 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Nolan Transportation for $2500 and was only paid $1300 once I delivered the load for them. I picked up the load on 9/4/23 and delivered it on 9/5/23 on time. Due to an engine light coming on in my box truck, driver switched the load to a sprinter van to ensure the load arrived on time. ****** has instructed us to do this on many of occasions however this time he was bitter about another matter and reduced the rate after delivery by $1200. I have all the documentation and emails that confirm the brokers statements.

  Business response

  09/06/2023

  Good Afternoon, 

  Unfortunately, this rate reduction was made on the rate that we received from the customer as well. Transloading the freight without prior permission from the customer to another vehicle can jeopardize the freight and our relationship with the customer. We also received very little communication from the driver regarding the issues that were happening with this load. Due to those reasons, we had no choice but to move forward with a rate reduction on this load. 

  Regards, 

  Customer and Carrier Experience Team 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Our company was hired by NTG ( Nolan Transportation Group ) to haul freight from ******** ** to ***********. NTG load # *******.The delivery appointment was scheduled for 10 am on 07/26/23 ,but we advised NTG that we cannot make this delivery appointment on time and need delivery rescheduled for 2-3 hours later and we did all of that before we even went to pick up the load. NTG insisted and agreed ( probably just make us take the load) this load can deliver on (07/26/23) after the appointment time on first come first serve "work in" bases, so we agreed to take the load.Again broker did confirm that the receiver will accept the load 2-3 hours late and unload same day as soon as they can . Our company loaded the freight and went to deliver as agreed by NTG on 07/26/23 - 3 hours after appointment time. At that point receiver refused to accept the freight at all and asked our company to leave the premises. We emailed NTG immediately and asked them to take action and arrange unloading of our truck. NTG reps then stopped responding to our emails for about 3 hours . After several emails to NTG and 3 hours of waiting around not knowing what to do, we send yet another email presenting the option to take this load to a nearby warehouse and unloaded there. NTG responded that we "do that" and make sure to send address of the warehouse and all paperwork for the cross docking etc. We did that and provided all details and documents of it all when it was all finished as agreed. Two days later we received an email from NTG about charges that will get enforced to us for warehousing the load and re delivery by some other carrier. In other words ,NTG made a mistake, tricked our company into taking their load confirming it will be accepted by receiver 3 hours late and is now enforcing charges to our company for their mistake. We will not accept paying for someone else's mistakes . We have all emails attached to show they confirmed delivery on 07/26/23 !

  Business response

  08/02/2023

  this has been resolved, The broker responded and reversed the charges , you can either close this complaint or delete it all together . Thank you

  Customer response

  08/03/2023

   
  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. this has been resolved, The broker responded and reversed the charges , you can either close this complaint or delete it all together . Thank you
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nolan Transportation Group (NTG) has been calling non-stop soliciting business. They have been asked repeatedly (several times a week) to stop calling/emailing, to no avail. On 7/14/23, I informed ************************* - an NTG Business ********************** via email to STOP calling/soliciting us. ************************* sent yet another email to me 7/26/23, Identical to the one sent 7/14/23, even after being told to cease communication.

  Business response

  07/28/2023

  Good Morning, 

  I sincerely apologize for your experience with NTG. We are reiterating to this employee the importance of escalating do not call responses such as these. I have sent this up to our regional directors and they have assured me that your company has been moved to our DNC list. Please allow up to ************************************ the unlikely event that you should be reached out to again, please immediately contact ******************************************** and we will be sure to address this quickly. 

  Regards, 

  Customer and Carrier Experience Team 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  5/11/2023 Shipment Detail:Ship Date: 5/15/2023 Origin: ************* - *********, ** Destination: ************************ - **************, ** Additional References: PRO #********* Customer #: ********** Authorized Quoted Original amount $289.00 - Was paid for on 5/11/2023 Unauthorized charge $49.94 - stated correctional to BOL - 7/13/2023 ************ charge my credit card for the unauthorized amount with out my consent on 7/13/2023 stating they were additional charges for a correctional to BOL. I even went and picked up the order myself at the shipping faciltiy rather than having it shipped directly to me.

  Business response

  07/18/2023

  Good Morning, 

  It is ************, NTG policy that you use our own BOL due to the fact that this could cause billing discrepancies with our third party vendors. I have attached the email communication that you received when you were notified of this charge. I also provided you with the document that stated the Importance of Using Our BOL that was also provided. 

  Regards, 

  Customer and Carrier Experience Team 

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