ComplaintsforEcho Global Logistics, Inc.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing due to a severe lack of simple communication and customer service that is routinely provided to our company, as a customer, by Echo. Our company name is Hub **** **** My shipping team primarily handles all of the communication with Echo as they are a broker. However, in recent months, communication with the Echo team has been nothing short of pulling teeth. With other brokers we use, we have an assigned, dedicated rep on our account, which I know is something that Echo also has. In this case however, we have been bounced around from their DST team to now their *** team, both of whom have not been great with communication (much worse with *** than DST). This is such a simple problem to fix, that I'm amazed in todays day and age is the level of service that Echo is choosing to provide. When we submit requests to Echo, we simply want basic levels of communication like confirmation of receipt, or status of the requests, etc. Instead, we never, especially with this *** team, receive any confirmation, and we routinely have to follow up with their teams using multiple e-mails hours or sometimes even a day later (due to no reply). The *** team even went as far as to push back on us saying they didn't receive an SOP from us so they aren't sure how we expect them to communicate. That is the most ridiculous statement I've ever read. In business, basic communication is assumed, and that means when a customer submits an order, you acknowledge it, and you provide updates on the status of said order. I am not, nor is my team, going to spend time teaching Echo's teams how this should work. There have been numerous documented cases of pending orders not being followed up on until the next day after we have to ask multiple times for updates. At this point, I simply want Echo to assign the account to a seasoned rep with good communication skills. That shouldn't be too much to ask. I have no idea who the DST/*** teams are but they are awful, especially ***.

  

  Business response

  08/29/2023

  Hi *****, I'm sorry this happened to you.  I forwarded this message to the *** director and he will be making contact with you soon. 

  Customer response

  08/30/2023

   
  Complaint: 20520867
  
  I am rejecting this response because:  I spoke with ****** from Echo who is working on a solution. We are waiting for a reply.
  
  Sincerely,
  
  ***********************

  

  Business response

  08/31/2023

  Thank you, *****. Happy to hear. Hope you have a great rest of the day!

  Customer response

  09/04/2023

   
  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

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ECHO Global threatening ** by posting fake information on ********** website about our company. This report ***** our reputation and our business.

  

  Business response

  03/24/2023

  We are in receipt of your complaint demanding payment for invoices claimed to be past due to TNT. 
  
  On March 12, 2020, TNT entered into a broker-carrier agreement (the Agreement) with Echo Global Logistics,Inc. (Echo). The Agreement sets forth the obligations of TNT in transporting any shipment tendered to it by Echo. Among the Agreements terms are the requirement of TNT to provide insurance, assumption of liability for cargo claims irrespective of insurance coverage, obligation to indemnify Echo and Echos right to withhold payment for breach or potential breach of the Agreement. 
  
  On March 21, 2022, TNT agreed to transport a shipment from ******** to Georgia, moving under Echo BOL No.48835606. In breach of the Agreement, TNT transported the load using equipment which was not insured. While transporting the load in uninsured equipment, the truck was in an accident. A claim for $116,228.11, representing the value of the loss, was submitted to TNT. The claim was denied by TNTs insurer because the equipment was not insured and therefore did not move on a tractor and trailer insured under TNTs policy.  
  
  TNTs failure to insure equipment used to transport the load and its failure to pay the cargo claim are both breaches of the Agreement. Echo is in the process of paying the claim of $116,228.11. Payment of the invoices you sent were among those withheld to reconcile the payment on the claim.    
  
  In accordance with the terms of the Agreement, Echo does not owe any money to TNT. TNT may contact our offices to discuss resolving the balance of the claim. This letter is sent without waiving any rights or defenses Echo may have.  

   

  Customer response

  03/24/2023

   
  Complaint: 19632297
  
  I am rejecting this response because: broker is posting fake information on carrier 411 website about our company. We never doublebrokered ANY loads and this is why we filed this claim. If we doublebrokered any of their or anyone else loads why would they continue doing business with us? They need to remove untruthful information posted. Yes truck got in accident, yes insurance don't want to cover loss because according to our agreement load value was under 100 000$. TNT carry insurance coverage of cargo value under 100 000$ which is listed on FMCSA and is monitored by multiple companies. ECHO Global never told TNT that load value is over 100 000$ in those cases broker covers cargo insurance and carrier is not liable for it. 
  
  Sincerely,
  
  *****************

  

  Business response

  03/31/2023

  Hi ****,

  I'm gathering more infor to try and get to the bottom of this. Should have an answer but Tuesday the latest. Thank you for your patience. 

  Customer response

  04/04/2023

   
  Complaint: 19632297
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  

  Business response

  04/05/2023

  Hi ****, 

  I am still trying to gather as much information as I can to have this matter resolved as quickly as possible. I should have an update by Friday 4/7.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ****** did not paid for hauled loads. Over 24000$.

  

  Business response

  02/09/2023

  Echo is in receipt of your complaint demanding payment for invoices claimed to be past due to TNT. 
  
  On March 12, 2020, TNT entered into a broker-carrier agreement (the Agreement) with Echo Global Logistics,Inc. (Echo). The Agreement sets forth the obligations of TNT in transporting any shipment tendered to it by Echo. Among the Agreements terms are the requirement of TNT to provide insurance, assumption of liability for cargo claims irrespective of insurance coverage, obligation to indemnify Echo and Echos right to withhold payment for breach or potential breach of the Agreement. 
  
  On March 21, 2022, TNT agreed to transport a shipment from ******** to Georgia, moving under Echo BOL No.48835606. In breach of the Agreement, TNT transported the load using equipment which was not insured. While transporting the load in uninsured equipment, the truck was in an accident. A claim for $116,228.11, representing the value of the loss, was submitted to TNT. The claim was denied by TNTs insurer because the equipment was not insured and therefore did not move on a tractor and trailer insured under TNTs policy.  
  
  TNTs failure to insure equipment used to transport the load and its failure to pay the cargo claim are both breaches of the Agreement. Echo is in the process of paying the claim of $116,228.11. Payment of the invoices you sent were among those withheld to reconcile the payment on the claim.    
  
  In accordance with the terms of the Agreement, Echo does not owe any money to TNT. TNT may contact our offices to discuss resolving the balance of the claim. This response is sent without waiving any rights or defenses Echo may have.  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ECHO Global didn't paid ** for hauled shipments , companies like that not suppose to be in this business

  

  Business response

  02/07/2023

  Echo will pay for any invoices for shipments hauled by your organization. To help me resolve this, please provide your MC# and ****'s corresponding load numbers so I can look into why these invoices have not been paid yet. 

   

  If you would like faster resolution of this issue, you can always call Echo's AP department at ************.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MOST IMPORTANT INFORMATION NEEDED FOR DEMAND LETTER:My name is *******************, owner/president SAG ***************** and Integrity Auto Sales, LLC ********************************************************** My freight account with Echo Customer ID ******* Claim amount is $692.50 (damage estimate) + $2306.02 cost of lost item + $109.34 cost of freight sending second item in replacement of lost item. Total $3107.86.Now a third claim amount $747.50 Echo Claim 49696467-CL-1 Echo shows an address under my account as: Echo Global Logistics ***********************************************************. My rep with this company is ********************* (National Account Executive). ******** is a national company with seven branch offices throughout *******, and appears a corporate office in ******* at Echo Global Logistics *************************************************************************. The curent CEO is **********************************. The website is www. echo.com/about/locations There are two claims that were denied (both by trucking company Central Transport) for the same reason. That reason given by Central Transort is same for both claim denials because "previous information requested was not received within the 30 day timeframe as requested". ******** was the only party able to provide this information and ensured me they would handle it. Echo had access to any and all information Central may have needed, but out of clear negligence failed to provide it, now twice within 12 months.There were two claims promptly filed with ******** in 2022 (one for lost item and one for damage). Echo was provided comprehensive paperwork and information for each claim including photos, invoicing, copies of **** of lading, estimates where applicable, and other documentation to forward to Central Transport. Both claims have been denied by Central Transport for the same reason. " Your claim was declined and closed as previous information requested was not received within the 30 day time frame as requested. See previous letter, for details. Kindly update your records

  

  Business response

  06/17/2022

  Echo Global Logistics, Inc. (Echo) provides the following in response to the complaint made by its customer Integrity Auto Sales, through its owner *******************. As an initial matter, Echo is a freight broker, does not transport or handle cargo, and is not responsible for any loss or damage to cargo while in the custody and care of the motor carrier.  Echos role in managing freight claims is limited by both the information the cargo claimant provides to Echo and the investigation and claims liability of the motor carrier that allegedly damaged or lost the cargo. For reference, under 49 CFR *****, a motor carrier has a minimum of 120 days after receipt of a claim and supporting documents to pay, deny or offer settlement of a claim. Echo denies the allegations of negligence and wrongdoing and provides the following facts in support of its position.

  
  Claim 47751506
  This shipment was booked on December 30, 2021 by Integrity Auto Sales (Integrity) under an account in its name only.  ***** advised Echo of damage to the cargo and Echo submitted a claim with the motor carrier, Central Transport.  In support of the cargo claim, ***** provided a commercial invoice that did not include any of the parties on the **** of lading, nor the name of our actual customer, Integrity Auto Sales.  It bore no clear relationship to the shipment that was damaged and was rejected by the carrier. An updated invoice was requested and never provided by *****.  An inspection report made by a party in possession of the damaged cargo was requested and never provided by *****. Echo was instructed by ***** not to contact the consignee to obtain an inspection report. ***** has confirmed that his customer did pay him for the cargo, so there are arguably no damages incurred by Integrity. Despite Echos efforts to obtain the necessary supporting documents from *****, he failed to provide them. Central Transport closed the claim for Jerrys failure to provide the minimum documents establishing damage and cost of the damage. 
  
  Claim 48351062
  This shipment was booked on February 15, 2022 by Integrity under its account. The shipment was lost in transit and initially a claim was submitted by Integrity directly to the motor carrier without Echo involvement.  ***** eventually abandoned the initial claim and requested that Echo file a claim on Integritys behalf. The commercial invoice suffered the same deficiency as the prior claim, having none of the parties on the **** nor the name of Integrity, on the invoice.  An updated invoice was requested several times and ultimately provided on June 8,2022. The updated invoice has been submitted to the motor carrier in support of the claim and there is nothing more to be done until the carrier has reviewed this additional documentation.  This claim remains open, pending the carriers decision in light of the updated invoice.
  
  Claim 4968647
  This shipment was booked on May 23, 2022 by Integrity under its account.  A claim for cargo damage was submitted by Echo to the carrier on May 27, 2022.  This claim remains open, pending the carriers decision. 

  
  

  Customer response

  06/20/2022

   
  Complaint: 17341270
  
  I am rejecting this response because: *********** is lying. They never requested additional information in any area of defficency during the claim process. It was only in the last couple of weeks after six months of claims being opened and only after and I had to contact a lawyer and threaten to file suit at the **** County Circuirt court that the company Echo first began askeing for any information on the claims. Echo was provided with business licence and tax documents to show SAG Performance and Integrity are operated at same location owned by same owner *******************. They argue that Integrity has no claim rights becuase they are not a part of ***. However, SAG is owner of the property damaged or lost. And both SAG and Integrity use the Echo freight account, even though Integrity is listed on the shipment account profile. The account rep for Echo has know that SAG Performance and Integrity are one in the same, so this arguement is lame and since then Echo has been provided with documentation showing the name SAG Perf/Integrity. I Any information needed or requested has been provided by SAG Peroformance or Integrity promptly. They also assert that SAG or Integrity abondoned claims. This is a falsehood. Central Transport has indicated only Echo may provide and received information in the claim process. Central will not allow me to file the claim directly.  See the proof of this even most recently emailed by Central Transports claim **** on 6/13/2022

   

  "Hello,
  
  Our records indicate that the claimant on file is Echo Global Logistics. We can only discuss the cargo claim details with the actual claimant on file directly. Please reach out to them with any questions / concerns you may have with regards to the cargo claim.
  
  Thank you,
  
  Cargo Claim Department
  Central Transport
  Fax **************
  ******************************"

   

  In closing, on all claims filed Echo was listed as the claimant, not Integrity. So, Echo trying to say these claims were not processed is the fault of Integrity not being on the *** or that Integrity or SAG Performance abandoned claims is totally a cop-out / poor excuse and irrelevent.  See the proof below from Central's own records open to the public. Example on is the first claim that Echo say's I abandoned. It clearly shows Echo as the claimant, not Integrity. The second claim shows the same. All three claims show Echo as the claimant. The carrier will only accept information to process the claim from Echo the claimant. Echo has been provided with a host of documents timely. They have failed to furnish them intil just the past couple of weeks to the carrier, so they say at least. We will see. I request Echo provide any evidence they have ever requested information from either Integrity or SAG Performance where SAG or Integrity has failed to furnish that information. They will not be able to and cannot. Because they are being disingenous and not being truthful about what has really transpired in order to cover their ****. They are gas lighting and spinning reality  as my information provided here proves.   

  CLAIM #1   

  Cargo Claim **************************************************************************** Name
  Claimant Number
  
  ECHO GLOBAL LOGISTICS
  47751506-CL-1
  
  Status Date
  
  2/24/2022
  
  Status
  
  Your claim was declined and closed as of 02/24/2022 as previous information requested was not received within the 30 day time frame as requested. See previous letter, for details. Kindly update your records accordingly.

   

  Claim # 2  (This claim was just within the past 3 business days changed from Status
  
  Your claim was declined and closed  as previous information requested was not received within the 30 day time frame as requested"  to the below.  

  Cargo Claim **************************************************************************** Name
  Claimant Number
  
  ECHO GLOBAL LOGISTICS
  48351062-cl-2
  
  Status Date
  
  6/15/2022
  
  Status
  
  Your claim is pending final approval. Please allow up to 3 weeks for payment. If any additional information is required we will contact you. Note - Higher dollar claims may require additional approval times.

  It appears Echo finally after months of pressure has done something with the second claim. The next challenge will be likely getting the payment from Echo that Central  may payout for the lost new item valued at over $2300.00.  Obviously Central Trans will cut the check to Echo. And that payment should be then paid from Echo to SAG Performance or Integrity. We will see time will tell.  I am still considering filing suit at **** County court in ** regarding this claim and.or the other claims. We will see what happens with the two claims that are now open and pending with Central Transport. The first claim that is still showing closed by Central Transport Echo was contacted about the damage the same day it happened. Central Transport even noted the damage on the proof of delivery report. Echo was furnished with repair estimate. I have months worth of email records sent to Echo requesting status on that claim after it was filed (Echo being the claimant). They abondoned the claim, not Integrity. The status of that claim on centrals website with published reason for the decline prove that even to this day. I have records proving Echo was given infornation needed and documents on that claim timely. They in turn ignored the claim and did nothing. It appears since that claim is outside the 120 days allowed, Central is not willing to overturn the decline and reopen as they have done on the second claim. So, hopefully Echo will FINALLY do their job and not allow the second and third claim to be timed out. The second claim they allowed to time out. But since it was still within 120 days of Central's acknowledging the claim, they have modified the status from declinded to pending again. This was only after I met with my lawyer and contacted Echo senior legal counsel that Echo FINALLY began to do something with the claims. Before that their claims **** was bacically a sham where they did nothing with the claim.
  *******************

  

  Business response

  06/30/2022

  
  Claim 47751506
  The claimants response fails to address the two material deficiencies of the cargo claim:  1) that the claimant was paid by its own customer and thus the claimant incurred no damages for which a remedy is warranted and 2) that the claimant failed to provide an invoice supporting a connection between Integrity Auto Sales and the shipment. Echo has informed ***** that business records, tax documents, and other information showing Jerrys ownership of both SAG and Integrity is insufficient to establish a connection between the shipment and an entity that is not listed on any of the relevant shipping or purchase documents.  Jerrys insistence that the cargo is owned by Integrity Auto is contradicted by the invoice for the purchase of the cargo, which lists SAG as the purchaser.  The claimant to whom a check will be made must be listed on the invoice or the ***.  At the time he wrote his response, ***** was well aware that an invoice showing Integrity Auto Sales as the purchaser and an origin and destination address matching those on the *** is necessary to support a claim, as that is the exact documentation he provided to correct the evidence in Claim ********, which has now been accepted by the motor carrier in that claim.  Under the applicable law and governing cargo claims regulations, the claimant is not entitled to any payment for this claim.   
  Claim ********
  This claim originally failed to properly support the connection between Integrity Auto Sales and the shipment.  On June 8, 2022, ***** provided an updated invoice, which Echo provided to the motor carrier.  On June 21, 2022, the motor carrier responded with a settlement proposal. On that same day, ***** contested the classification of the cargo, which was the basis for the calculation of the settlement offer.  Echo promptly submitted Jerrys explanation to the motor carrier and the next day, June 22, 2022, the motor carrier increased its settlement offer.  ***** accepted that offer.  On June 23, 2022, Echo sent a confidential settlement and release agreement to *****, which he signed that day.  On June 23, 2022, Echo notified the motor carrier that the claimant had accepted the settlement offer.  Echo is currently awaiting payment from the motor carrier for the settlement amount. 
  Claim 4968647
  No response was made by ***** on this claim.  It remains filed and pending with the motor carrier. 

  Customer response

  07/11/2022

   
  Complaint: 17341270
  
  I am rejecting this response because:

  
  
  Hello, they offered settlement and agreed to pay claim $1490 if I signed
  form to not pursue this. But they never sent the check, now weeks later.

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

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked two pallets space on April 23rd 2021 from clear lane freightsystems llc through Echo Transportation simplifael sales, shipping from ******************************************************* to ***************************************** BOL number is 44201694-1, and clear lane picked up on April27th, the pick up number is 1495812658-4. I checked clear lane websiteshows shipping delivered on May 13 2021. **** last month, my customerasked about the shipment didn't recevie. We contacted Echo sales, theysaid Clear lane lost the shipment and rejection compensation for the loss oflost goods. But clear lane charged shipping cost on June 10th for the lostshipment.The ************************** company have to compensate us for the value of lost goods.The value of lost goods is $3552,the shipping cost is $336.60, total is$3888.60.

  

  Business response

  06/01/2022

  Unfortunately, Echo was notified this shipment failed to deliver more than 9 months after it was picked up. As a result, we are unable to file a claim with the carrier. We have provided discounts on several shipments to help alleviate the frustration caused by this shipment, but Echo is unable to do anything further.

  Customer response

  06/09/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  Hello,

  
  

   #********.This complaint has not been resolved. I didn't recevie anything informations.

  Thank you!

  
  

  
  

  ******

  
  

  
  
  ***************************
  
  
  
  Take Out Container Sources
  
  
  
  Order Line: ************* / *************; Fax: *************
  
  
  
  Email: ******************    Or    ***********************

  
  
  

  

  Business response

  06/10/2022

  Echo replied to this complaint on 6/10 with the following response, "Unfortunately, Echo was notified this shipment failed to deliver more than 9 months after it was picked up. As a result, we are unable to file a claim with the carrier. We have provided discounts on several shipments to help alleviate the frustration caused by this shipment, but Echo is unable to do anything further." 

  Was this response not received? 

  By law, a claim must be filed within nine months of delivery for a carrier to consider it a valid claim. Since this was not done, the carrier does not consider this a valid claim. Knowing how frustrating this is for our client, we offered discounts on several shipments as a sign of good faith. However, Echo is not liable for the claim involved with this complaint. 

  Customer response

  06/17/2022

   
  Complaint: 17297912
  
  I am rejecting this response because:

  Hello,

  
  

  First of all, our missing shipment was an Echo issue. We entrusted them to delivery the shipment and it is their reponsibility to notify us if there is a problem with the  shipment. But they did  nothing. Also, we never  receive any discounts for the shipment from them. They are lying.

  Thank you!

  
  

  
  

  ******

  
  
  

• Initial Complaint

  05/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2020 we filed a claim for a shipment that Echo brokered to Central Transport that was damaged during transit. The claim paperwork was sent to Echo on 11/3/20. We heard nothing back from Echo regarding the claim until Jan 11, 21 when we received an email that our claim had been filed with Central Transport. That email states that we were to receive an acknowledgement of our claim and a determination within 120 days. We have repeatedly emailed and called Echo since that date, attempting to find out the status of this claim. Our company withheld on paying the transit bill from Echo as we were not receiving any communication back regarding the claim and were unaware of the status. On 5/20/21 we were contacted by Annette Medina in the Collections Department who finally informed us that our claim was denied back in Feb of '21. To this date we have not received any paperwork regarding the denial and this goes against DOT regulations that we are to be informed.

  

  Business response

  05/29/2021

  Good afternoon, 

   

  I'm sorry for the poor communication up until this point. I will work with you to resolve this issue going forward. The claim declination letter is attached for your reference. We have discussed this item with Central Transport and they are unwilling to change their position on this claim. You are welcome to discuss with them as well.

   

  As for the cost of transportation, the freight bill is still due to Echo as the transportation service was provided. Please pay the bill at your earliest convenience so we can update your account. 

   

  Thank you, 

   

  Jeff *****

*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. ↩