Complaints

This profile includes complaints for R & L Carriers, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  R & L Carriers, Inc.

  600 Gillam Road Wilmington, OH 45177

• 

  R+L Carriers

  4359 W 36TH ST NA CHICAGO, IL 60632

• 

  R & L Carriers, Inc.

  PO Box 271 Wilmington, OH 45177-0271

• 

  R & L Carriers, Inc.

  6136 Huntington Rd Gallipolis Ferry, WV 25515

• 

  R & L Carriers

  2001 Ruffin Mill Rd Colonial Heights, VA 23834

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:08/05/2025

  Type:Billing 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.

  Company has been billing me and threatening collections and I have never contacted them or used them for services. Purchased a washer/dryer from **** ********** ********** with free ship. They used R&L to ship. The units came damaged in multiple spots (I was not home when R&L left them). **'s arrangesd for R&L to come get them (**s claim R&L damaged them, however this is irrelevant to me). I was not home when R&L collected them, in fact I wasn't even aware R&L was the shipping company until I started getting bills. I have called numerous times and each time I am assured they will handle it and apologies for the mistake. They do have **s as the "cosignee" the also have the billing going back to R&L as payee apparently they admitted to damaging the units. Despite many phone calls R&L refuses to take the bill out of my name and has threatened my perfect credit with sending this to collections. I have never contacted R&L prior to this, all contact and shipping arrangement both to and from my house was between **s & R&L. They cannot bill me for a service I never asked for or signed for. All shipping was arranged by **s as this was a free delivery with return do to carrier damage. The communication/bills needs to be between **s & R&L, my name needs to be immediately removed.

  Business Response

  Date: 08/06/2025

  We want to assure you that the charges on invoice ********* have been thoroughly reviewed by our claims manager and have been cleared. You can feel free to disregard any invoices or letters you may have received regarding this matter at this time. Thank you for your understanding and patience.

• Initial Complaint

  Date:07/24/2025

  Type:Delivery 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.

  I had bought windows from a company that used R+L carriers for shipping. It was stated (after buying the product) that someone would have to sign that there was no damage to the product. The day prior, I told the customer service representative that I was 9 months pregnant, so I need a more specific time frame than between 12-4PM, that way my husband could come home from work for a short time. She stated that the drive could call me 1 hour prior to delivery. The day of, the drive called at 12:52 stating he was an hour and 23 minutes away. I said great, thank you. My husband was waiting at the house at 2:15PM. Around 2:45PM, an multiple attempts to reach the driver, I called the store back. They stated that they could not give me an actual time, and we would just have to wait until they got there. So, I asked what my options were because my husband had to go back to work. What was the point of saying they could give me a heads up by an hour... They said they could "sign" my name that it was delivered, so I would be responsible if anything is broken. I had no other option. I have it on camera that the delivery driver was dragging my package down my gravel driveway.. You can hear it on the camera as well. No wonder why everything comes broken. They literally have one job, and they can't even do that correctly. When I got home, the box itself was coming undone from being dragged down the driveway. It is sad how little people care about stuff they did not pay for.

  Business Response

  Date: 07/29/2025

  This case has been reviewed and addressed by the local service center manager. While we consistently strive to meet our estimated delivery windows, we acknowledge that delays may occasionally occur and can sometimes be unavoidable. We are committed to enhancing our communication moving forward. The service center manager has confirmed with the receiver that, fortunately, no damage was found to the freight that was delivered and has provided his contact information for any future shipments or inquiries that may arise.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We hired R&L to deliver a skid to a client. Along the way the destroyed the crate and item. We had to make a replacement and we filed a claim through R&L Carriers. They denied it and this is about the 3rd time they have done the same. We will be filing a claim in court again if its not taking care of. It seems like they deny all claims hoping that the problem is overlooked . To large companies it might be fine but to small companies they cant absorb the loss .

  Business Response

  Date: 07/07/2025

  We understand that this matter is important to you and assure you it is currently undergoing a thorough review with our claims manager. If you have any additional questions or concerns, please know that our claims team is here to help and can be reached at ###-###-####. 

  Customer Answer

  Date: 07/14/2025

  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. They paid the claim and hopefully moving forward we don't have any more issues.
  
  
  
  Regards,
  
  
  
  ****** ****
  

• Initial Complaint

  Date:06/27/2025

  Type:Customer Service 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.

  I am filing a formal complaint against R+L Carriers on behalf of my business, *** *** ***, regarding what appears to be an unjustified and unexplained disruption of freight services to our location.
  
  On 6/26/25, I scheduled a pickup for a new shipment using our account with R+L Carriers. The shipment was picked up, but instead of being delivered to the destination, it was unexpectedly returned to the pickup origin today 6/27/25. Upon contacting R+L Customer Support for clarification, I was informed that the terminal rejected the shipment and that they are no longer servicing deliveries to our business address.
  
  When I asked for an explanation or written documentation supporting this decision, I was told that no reason could be provided.
  
  This unexplained rejection has:
  
  Disrupted critical business operations.
  
  Damaged a time-sensitive client relationship.
  
  Resulted in unexpected costs for rerouting freight and rescheduling delivery.
  
  We are a longstanding account holder with R+L Carriers and have consistently paid for all legitimate, non-disputed invoices. Ongoing concerns regarding billing discrepancies and limited transparency have been the subject of recent communication, but to unilaterally block service without explanation is unprofessional and potentially retaliatory.
  
  I am seeking BBB’s assistance in:
  
  Obtaining a formal, written explanation from R+L Carriers as to why our business is being denied service.
  
  Ensuring fair and non-discriminatory treatment as a paying commercial customer.
  
  Resolving any outstanding service issues through proper channels—not arbitrary service refusal.
  
  I am happy to provide documentation, account history (Which I cannot access at this time and always have had issues with accurate accounting), invoice records, and correspondence to support this claim. I respectfully request that this issue be investigated promptly.

  Business Response

  Date: 06/30/2025

  We understand that this situation may be difficult, and we want to assure you that this matter has been thoroughly reviewed by both the local service center manager and the collections manager. At this time, R+L has made the difficult decision to discontinue service to this customer due to ongoing collections issues. Currently, there are multiple invoices with the collections agency pending payment in the amount of $10,537.00. R&L has provided services for *** *** and believes it is important to receive payment in full for these services. Please understand that R&L reserves the right to refuse service for non-payment. If you would like to continue our business relationship, we kindly ask that you remit payment in full. Thank you for your understanding. Should you have any additional questions regarding these invoices our collections manager may be reached at ###-###-####. 

  Customer Answer

  Date: 07/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

   

  This response is submitted on behalf of *** *** ***, a high-end automotive business based in ***** ***** *****, in relation to billing disputes with R+L Carriers concerning freight shipments conducted between 2024 and 2025. I, ****** *****, as the owner of *** *** ***, am responding with the intent to clarify, dispute, and request formal review of the billing practices and invoicing conduct exercised by R+L Carriers.
  
  *** *** *** contracted R+L Carriers for freight shipments consisting primarily of high-value automotive drivetrain components (transmissions, differentials) from and to verified commercial addresses. All of these shipments were palletized and shipped in standardized crates measuring approximately 36" x 22" x 22", with shipment weights consistently below 350 lbs, and properly classified as NMFC Class 50 or Class 85, based on density and commodity. Crates were purchased directly through ULine for reference. 
  Despite our attempts to clarify charges and request verification, R+L has issued multiple invoices with inflated charges, unsupported accessorial fees, and without providing any of the documentation we have formally requested (e.g., Bills of Lading, Proof of Delivery, reweigh certificates, original signed quotes etc...) 
  
  A review of the submitted invoice packet (PDF titled “Outstanding Invoices”) shows numerous irregularities:
  

   

  A. Unjustified Accessorial Charges
  Nearly every invoice includes a "Limited Access" fee ($150–$211.30), despite shipping to or from verified commercial business locations.
  Liftgate fees and “Guaranteed Delivery” surcharges appear simultaneously and repeatedly, which may constitute duplicate billing practices.
  Example: Invoice #********** – includes $197.70 Limited Access, $54.80 Guaranteed Delivery, and $72.97 Fuel Surcharge on a standard 316 lb shipment.
  

   

  B. Inconsistent or Inflated Class & Weight Designations
  Invoice #********** lists a corrected weight of 370 lbs at Class 85, with notes claiming physical reweighing, but no scale tickets, images, or crate measurements were included to justify this retroactive adjustment.
  The same invoice also repeats Limited Access and Guaranteed Service fees, while explicitly admitting to internal reclassification without third-party verification.
  

   

  C. Duplicated Quote Numbers & Charges
  Invoice #********** (dated 9/11/24) references the same quote number (#********) as earlier Invoice #**********, and includes another set of charges for what appears to be the same shipment—including a separate flat rate and additional accessorials, without any explanation or justification.
  This may indicate duplicate billing for a single transaction.
  

   

  D. No Proof of Services Rendered
  Across 11 invoices, not one includes the following:
  Signed Bill of Lading
  Proof of Delivery
  Weight certificate
  Original rate confirmation/quote

  
  Despite multiple requests, R+L has failed to provide documentation substantiating the charges, which leaves *** *** unable to validate the legitimacy of these invoices.
  
  
  In light of these questionable charges, I performed a freight rate comparison with other national LTL carriers using identical specs (36" x 22" x 22", <350 lbs, Class 85). Sample quotes (Same Destinations) from FedEx Freight, Old Dominion, and FreightCenter w/Liftgate and Limited access showed:
  Line-haul rates ranging between $300–$450 per gauranteed shipment, compared to R+L invoices routinely exceeding $1,200–$3,000
  Minimal or no accessorials, with many providers waiving Liftgate and Limited Access charges for verified commercial addresses
  Fuel surcharges of 5–8%, compared to R+L’s application of fuel surcharges upwards of 10–12%
  These findings show that R+L’s pricing is consistently above market norms, sometimes by over 300%, with no justification.

   

  *** *** *** respectfully requests the following:
  A complete record of all invoices paid by *** *** *** to R+L Carriers for shipments between 2022 and 2025. (Again, We are unable to review any history through our online portal which we have made mention numerous times and has never been corrected. There is no way for us to review invoices which furthers questionable transparent billing practices.)
  Associated documentation for each invoice issued, including:
  Bills of Lading (BOL)
  Proof of Delivery (POD)
  Weight tickets or inspection reports
  Original rate quote or signed authorization of service
  Until this is provided and reviewed, all disputed invoices remain on hold.
  
  R+L Carriers’ billing practices in this matter raise serious concerns regarding transparency, fair pricing, and industry compliance. Without documentation supporting their charges, and given our verified weight/dimension consistency, *** *** *** considers the disputed charges to be unsubstantiated and potentially overinflated. We welcome BBB mediation and await further documentation from R+L to resolve this dispute fairly.
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 08/05/2025

  All of the past due invoices have been thoroughly investigated by multiple parties and all charges have been found to be valid and due. All related documents are attached for review, and we also have a break down below of the applied accessorials. Please note that the quote numbers that were originally provided have since been recycled and can no longer be pulled due to the age. 
  
  
  PRO#********* - $541.36
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Pick Up Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area. 
  
  
  PRO#********* - $549.06
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Delivery Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area. 
  
  
  PRO#********* - $702.84
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Pick Up Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area. 
  Weights and Inspection - BOL weight was listed as 316lbs this was reweighed at 370lbs. BOL class was listed as 65 this was found to be class 85 upon inspection. Inspection documents attached for both. 
  
  
  PRO#********* - $554.92
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Pick Up Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area. 
  
  
  PRO#********* - $598.46
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Pick Up Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area.
  Weights and Inspection - BOL weight was listed as 54lbs this was reweighed at 105lbs. Inspection document attached. 
  
  
  
  PRO#********* - Balance due owed in the amount of $150.00, $441.22 has been paid. 
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Delivery Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area. 
  
  
  PRO#********* - $576.81
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Pick Up Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area.
  
  
  PRO#********** - $420.51
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Delivery Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area. 
  Lift Gate Fee - Signed for on attached delivery receipt 
  
  
  PRO#********* - $785.38 
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Pick Up Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area.
  Limited Access Delivery Charge - Verified with rates that **** * **** ***** *** in *****, FL is considered to be limited access. This is also signed for on the attached delivery receipt. 
  Weights and Inspection - BOL weight was listed as 320lbs this was reweighed at 385lbs. Inspection document attached. 
  
  
  We've also attached the requested invoices and back up documentation for all invoices that were paid by account ****** and listed the break down below of any applied accessorials. If any of the past due invoices should be billed to a different *** *** account or if you wish to dispute any of the inspections that were applied to the weights and/or classes on some of these shipments, please submit a manufacture's spec sheet and packing slip for each to [email protected] or to me directly at ******************************* so we can submit for further review. We are also happy to look into any website issues you may be experiencing as well; we will just need your account log in information to review what is happening.  
  
  
  PRO#********* - Paid $444.41
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Delivery Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area. 
  Lift Gate Fee - Requested on the BOL for pick up. 
  
  
  PRO#********* - Paid $560.36
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Delivery Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area.
  Weights and Inspection - BOL weight was listed as 280lbs this was reweighed at 480lbs. BOL class was listed as 65 this was found to be class 85 upon inspection. Inspection documents attached for both
  Lift Gate Fee - Disputed and waived $30.00 fee. 
  
  
  PRO#********* - Paid $376.74
  Guaranteed Delivery Charge - Requested per BOL attached
  Limited Access Pick Up Charge - Verified with rates that *** * ****** ** in ***** ****, TX is considered to be limited access. Residential area.
  
  
  PRO#********* - Paid $295.46 - Waived $297.04 for fees below
  Lift Gate Fee - Disputed and waived
  Weights and Inspection - BOL class was listed at 65 and was found to be class 92.5 upon inspection. Documents were presented to dispute, and this was reversed back to class 65. 
  
  
  PRO#********* - Paid $295.46 
  Lift Gate Fee - Disputed and waived $203.90 fee. 
  Weights and Inspection - BOL weight was listed at 300lbs this was reweighed at 410lbs. Inspection documents attached. 

• Initial Complaint

  Date:06/02/2025

  Type:Delivery 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.

  Date of transaction: 5/14/25 through ***************
  Paid to business: $495.41 (shipping cost to deliver a piece of furniture that costs $1000.00)
  
  The business committed to delivering the furniture (wooden cat tree) to our customer safely, without damage.
  The business delivered the furniture broken in multiple places, making it unusable to our customer. They refuse to take any responsibility or offer any form of recourse for destroying our merchandise.
  I have contacted them multiple times and offered many photos from our customer to show how damaged the furniture was upon arrival and they have offered nothing in return to cover the losses they have caused us. They claim that it was delivered "in good order." It is clear from the photos provided that it was broken in multiple places. We have shipped many of this same item with various freight companies before and never had an issue before this one.
  
  I have attached our claim that we filed with R+L, their response, as well as photos of the broken furniture. We are asking for a refund of our shipping fee, as well as the cost of the broken merchandise.

  Business Response

  Date: 06/06/2025

  This claim is currently under additional review by the claims manager. If you have any questions or concerns, please don't hesitate to reach out to our claims team at ###-###-####. 

  Customer Answer

  Date: 08/04/2025

  
  
  My company previously opened a complaint against R+L Carriers Inc. for damaging our furniture that we had shipped with them. 
  Back in June, they had said they would compensate us by mailing a check, but have failed to do so despite my following up with them multiple times. I would like to reopen the complaint ******** since it has not actually been resolved.
  
  Thanks,
  ******* ****
  ###-###-####
  ******* ***

  Business Response

  Date: 08/06/2025

  A check was issued and mailed out on 06/13/2025, but it seems it may have been lost in transit. Please rest assured that we are issuing a new check for this claim to resolve this matter as quickly as possible. 

  Customer Answer

  Date: 08/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I am not going to close out this case until the check is received seeing as this has now been an issue for over 2 months.

  
  Regards,
  
  
  
  ******* ****
  
  

  Business Response

  Date: 08/25/2025

  The new check was mailed out on Friday 08/08/2025. 

• Initial Complaint

  Date:05/06/2025

  Type:Delivery 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.

  I purchased an engine from ** ********** and it was shipped by RL Carriers. My tracking number showed the motor was to be delivered on Monday, 5/5/2025. When the driver arrived he had a door for a ****** ****** instead of my door. I called customer service and spoke with Kim and then Stephanie. No one has been able to locate my motor in which I’ve spent $7,000 for.

  Business Response

  Date: 05/09/2025

  Upon reviewing this order, we have noted a 3-day delay, and the freight was located on 05/07. We successfully delivered this shipment yesterday, 05/08, and the attached delivery receipt confirms that it was delivered in good order. 
  
  We sincerely apologize for any inconvenience this delay may have caused you. Please be assured that our Corporate Customer Service team is available to assist you with any further questions or support you may require. You can reach our team at ###-###-#### or [email protected]. I have also sent an email that you can reply to at your convenience. 

• Initial Complaint

  Date:05/02/2025

  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.

  I contracted with R&L and they contracted with *** Transport to deliver & return my vintage sink between ****** **** ***** ** and ************ **. We paid for a Liftgate truck and Residential/Limited Access at Pickup. On 4/8/25 the driver barely touched the graveled lawn I asked her to drive onto but drove across our stone walkway and 10' onto the soft lawn, making ruts as much as 4" deep and displacing paving stones, creating serious tripping hazard. *** said they would have someone named Scott call me to discuss what could be done; it has been almost a month and he has not, despite follow-ups. Today, 5/2/25, I was told *** would not drive down our driveway because of "risk". They said they would drop newly refinished sink at the end of our 1/3 mile dirt driveway: the 36"x64" sink is crated and weighs 200lbs; my husband and I are in our 70's. Then they wanted to drop the crate half an hour away and for us to pay the guys who will install it to empty a truck, drive with two guys to unload it at our house, then drive back to work. At 1.5 - 2 hrs and $80/hour, this increases our trucking cost by about 50%, - just because they refuse to drive 1/3 mi up our driveway in retaliation for my complaint - which they have not otherwise even responded to. The property damage was done by negligence or attitude; if she'd driven where I told her it was safe, there'd have been no damage. And I would never have complained if there had been. If I didn't think they could drive in here safely, I wouldn't let them even try. They have just threatened to send my sink back to ************* **. I talked to Janice at R&L who repeated the threat. If they truly don't want to drive up the driveway, I want them to find and pay for someone to do it. That way, I think the retaliation would feel less of an attractive option to them. Or work with me to find someone and reimburse us. I want them to behave responsibly toward us, their customers.

  Business Response

  Date: 05/08/2025

  We completely understand how important this situation is for you, and we want to assure you that it has been escalated to our partner relations management team as well as the local service center manager. While our standard delivery service is just a curbside delivery, we always strive to be as accommodating as possible without risking injury or damage to property. I noticed that your order was delivered to your neighbor upon your request on 05/05. Please rest assured that the local management team has carefully reviewed this scenario to identify improvements for future deliveries. Additionally, we have escalated this matter to the risk department manager regarding the damage done to your property, and they will be reaching out to discuss a resolution with you once their investigation is complete. 

• Initial Complaint

  Date:04/25/2025

  Type:Delivery 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.

  Description of complaint:
  I made a purchase easter sunday april 20 2025 | paid $2,400.67 out the door cost for scooter & warranty & delivery & setup Business *********** commited & filled the order was all setup for may 1st 2025 then out of nowhere ******* says delivered on april 23 thats 8 days earlier with NO warning / notifications or anything but thats NOT the problem Problem is i i have NO ITEM I HAVE NO SCOOTER! ******* seller has NOT assisted and NOT been helpful I am seeking a replacement and make sure i receive it and everything PLEASE!
  
  
  The shipper here R+L CARRIER
  was scheduled for may 1st
  Without my knowledge it states delivered april 23rd was not home i do not have my item
  And shipper is not assisting in locating this item!!!!!! Please help

  Business Response

  Date: 04/30/2025

  We received this freight on 04/22 from a fulfillment center located in Riverside, CA. They provided us with shipping paperwork instructing us to deliver to *** * ******* *** ** ******** **. Since this particular lane is a one-day transit lane, the estimated due service date for the delivery was the following business day of 04/23. Unfortunately, we were not given any instructions or special notes indicating that the delivery needed to take place on a later date. Additionally, this particular billing party has it in their contract with us that all deliveries are to be completed without the requirement of a signature. In instances where no signature is required, the driver will drop the freight in a safe, secure location and take a photo of the delivery. I have attached the shipping paperwork provided as well as the delivery photo that was taken to confirm the delivery took place for your reference. 

• Initial Complaint

  Date:04/02/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I order an item and the company I ordered from uses R & L carriers. R & L carriers called me Monday 3/31/25 to setup an appointment time for delivery. Delivery was set for today. They failed to deliver as we setup.

  Business Response

  Date: 04/03/2025

  I truly empathize with the frustration this situation has caused you. Unfortunately, your order was mistakenly left off the driver's truck during loading yesterday morning, which is why it was not delivered. I want to assure you that this issue was escalated to the local operations leadership team for your area, and they prioritized this delivery for today as the first stop on the driver's route. I see that your order has now been delivered and shows having been signed as received clear and in good order. I sincerely apologize for the inconvenience this delay has caused you. If you have any additional questions or concerns, please feel free to reach out to us. I have left you a voicemail and have also reached out via email, and you can contact me at your convenience. 

  Customer Answer

  Date: 04/03/2025

  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. 
  
  
  
  Regards,
  
  
  
  ******** *****
  

• Initial Complaint

  Date:02/03/2025

  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.

  ON 07/15/2024 we shipped two large crates of our product with R&L Carriers at a cost of $1,784.63. We filled out all BOL forms as directed by our R&L representative, Cody S******. R&L completely destroyed both crates and damaged the goods beyond repair. Our cost to manufacture was $6,564.90 plus shipping with a new carrier that would not damage the shipment. We filed a claim for damages with R&L, they have refused to pay our claim and have only offered payment of $1,431.00. This does not even cover the cost of the original shipping let alone the replacement product and shipping. They are now trying to collect the freight bill and refusing to pay our claim. I have called and left messages for Tina R***** three days in a row with no call back.

  Business Response

  Date: 02/06/2025

  This matter has been thoroughly reviewed by our claims manager who has confirmed that the claim settlement offered will remain, but I’m relieved to inform you that we have cleared the balance due of $1,784.63. You can disregard any current or future invoices you might receive regarding pro#*********. I truly apologize for any distress this situation may have caused you, and I hope this resolution helps to ease any inconvenience. If there’s anything else I can assist you with, please don’t hesitate to reach out.