Business Profile

Freight Forwarding

R & L Carriers, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

66 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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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:06/18/2024
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 a lawnmower from ******** **** on March 10, 2024. I paid them for the shipping for the item. The item was delivered and is working fine. 30 days later I get an invoice from R+L Carriers for $128.87 for delivery of the item. I have spent the last 60 days in contact with both ******** **** and R+L Carriers trying to resolve the situation. ******** **** has assured me that I do not owe the money, but has not resolved it, and the conversation with R+L Carriers has gone cold. I never engaged R+L Carriers for the delivery service or signed any agreement or other documentation with them. The resolution I am seeking is dismissal of the freight bill from R+L Carriers.
Business Response
Date: 06/19/2024
After reviewing the order, I discovered that the original shipping paperwork from ******** **** indicated that the consignee should be billed directly. I have since contacted ******** **** and obtained their approval to transfer this invoice to their account. I have successfully updated this information in R+L's system. Therefore, any invoices that have been sent to the receiver can be disregarded.
Initial Complaint
Date:06/06/2024
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.
The company R+L Carriers delivered my pool left it in a random parking spot away from my apartment. They didn’t include my apartment number on the shipping label, and they didn’t contact me to let me know its location. I was told by the company that it’s no contact, but that doesn’t excuse what they did next. They claimed they couldn’t get my package up the curb, so they left it in a random parking spot, even though there was a ramp right next to it. There are multiple ramps in this complex on my side alone, They delivered it around 12:08 PM, and I found out about it around 6:33 PM. When I called for assistance to move it to the correct location, as it was too heavy for two short people to carry, I was told that no one would come because it had been delivered six hours earlier. Additionally, someone in the area already tampered with the package by trying to rip it open. Whoever tore back the protective plastic wrapping left it exposed to the incoming storm. We had to leave it in the rain overnight because we couldn’t carry it. The next morning, I checked on my package and it was gone. R+L Carriers could have delivered it to the apartment complex office, at the entrance, but now it’s completely gone, and the person who was watching the package for hours yesterday most likely stole it. I’m sad about how this was handled. I was going to this pool for a children’s shelter for the summer. Now, unfortunately, I can’t honor the gift I was happy to bring them for some joy over the summer, but now I can’t.
Business Response
Date: 06/11/2024
The sender of this order arranges for all shipments to be delivered curbside without requiring a signature. Additionally, we also were not provided with good contact information for the receiver, nor were we provided their specific apartment number on the shipping paperwork. We are working an internal investigation into this matter with the local operations management team.
Initial Complaint
Date:05/02/2024
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.
This dates back to 9/27/2023. The item arrived damaged to my house i had requested R+L Carriers to pick up the item to return it. when they picked the item up i had set the item in my driveway for them to pick the item up on 10/17/23. I returned home from work that day and there was a huge gouge mark in my drive way. the gouge mark started where i had left the item all the way across my drive way causing thousands of dollars in damage to my drive way. I had filed a claim for the damage that they caused and i provided a picture of the damage and i got 2 estimates to fix the damage that R+L carriers demanded. I provided that information to them and they denied the claim saying that there was no evidence. I asked them to review it and im not sure because I have photos of the damage that was caused to my driveway. All i wanted was for R+L Carriers to fix the problem that they caused and damaged to my property.
Business Response
Date: 05/03/2024
The claim in question has been thoroughly investigated, and after careful examination, no evidence of wrongdoing by R+L has been found.

If you have any further questions or concerns regarding this matter, please do not hesitate to contact our Safety team at ************ *** *****
Business Response
Date: 05/30/2024
This case has been reviewed again thoroughly and unfortunately there is insufficient evidence to support the claim. I have attached the letter that was sent to the customer explaining our decision.
Customer Answer
Date: 07/03/2024
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.

they damaged my driveway i would like them to apologize and to pay for the damage that they caused. They dragged the item causing gouge marks in my driveway. It was not like this until after they dragged the heavy item on my drive way

Regards,

****** ******
Initial Complaint
Date:05/01/2024
Type:Sales and Advertising 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.
My husband, ***** *****, purchased an engine from *** **** **** ***********, ******, through ****. *** **** **** ***********, ******, committed fraud by sending an engine that was not in the pictures. My husband worked with **** to obtain a money back guarantee, which was granted. However, *** **** **** ***********, ******, committed identity theft when filling out the Bill of Lading and used my name, ***** *****. I was not aware that my name was placed on a contract, thus it cannot be a contract and I never signed it. However, R+L Carriers is coming after the payment to ship this engine back, which is part of the money back guarantee as stated by ****,and R+L Carriers is using our business name that is not associated with my husbands, **** account. This is all illegal and we need R+L to resolve this issue.
Business Response
Date: 05/02/2024
I hope this message finds you well. I am writing to provide clarification regarding the recent order picked up on 04/17 under pro#*********. Upon picking up the order, we were instructed by the shipper, ***** *****, to bill the shipping charges to the address at 3*** ********** ** ** *****, ID, as indicated in the attached shipping paperwork.

Despite our efforts to discuss the possibility of transferring the freight charges to the consignee, JDM Auto, they have declined to assume the costs. As per the instructions outlined in the bill of lading provided by the shipper, we have fulfilled the service contracted to us. Therefore, I would like to confirm that the shipping charges incurred are valid based on the instructions provided, I apologize.
Customer Answer
Date: 05/30/2024
I have spoken to the company and they have finally agreed to release me from this obligation. I attached the email. I am happy with R&L response.

Business Response
Date: 08/15/2024
In the interest of good faith the decision was made to clear the entire invoice for this customer. The charges were cleared on 05/15 and the customer's concerns have been resolved.
Initial Complaint
Date:04/18/2024
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.
On March 8, 2024, the shipment was handed over to R and L carriers. I called customer service and was asked to stay home for the delivery on March 11, 2024.
March 11, 2024: No one showed up at home, and I called customer service several times. They could not locate my shipment.
March 14, 2024: Only a part of the shipment was delivered, and I was not even provided any paperwork.
I called R and L on April 4, 2024, and they still need help locating my freight.
The other part of the shipment was located on April 9, 2024, and a request was made to schedule a delivery.
April 10, 2024, the remaining part of the freight was delivered.
The contractors were at home during the first week of April 2024(Spring break for me; I scheduled them), and the shipment was not delivered on time. Because the contractors were home, I had to alter my plans with a different material.

It was sheer negligence of R and L carriers, and I had to go through much mental stress, with several phone calls to R and L and additional money that I had to spend. Now, I do not even need the item because it was not delivered to me on time, and I hold the R and L responsible for the mental agony I had to go through with this. I am eligible for the compensation.
Business Response
Date: 04/19/2024
Hello, I do see that your order, pro#*********, was indeed delayed in being delivered in full. We sincerely apologize for any inconvenience this may have caused. To rectify the situation, we have cleared your invoice. Furthermore, we are conducting an internal review to identify measures to prevent such delays in the future. I have attempted to contact you via voicemail and email. If you have any further questions or concerns, please do not hesitate to reach out to me directly. Thank you for your understanding and patience.
Customer Answer
Date: 04/24/2024
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.

Regards,

****** ************
Greetings,

Thank you so much for your time and follow-up phone call. I appreciate your support.

The R and L carrier left a voice mail and sent me an email stating that they would make sure it did not happen to other customers, but they did not offer any resolution to me.

I sent an email to their claims department, but they have not responded to my email. I would greatly appreciate it if you could please help me.

Thank you.

****** ************

Business Response
Date: 04/24/2024
Hello again, ******. I apologize for not being clearer in my previous communications. As per our conversation this morning the amount that you have paid on this invoice was to be applied as a credit to your account for use on a future order. At your request I have updated this to be processed as a refund instead. A check will be mailed to the address you have provided. If you should require any additional assistance, please don't hesitate to let me know. Thank you again for your patience and I apologize for the inconvenience experienced.
Initial Complaint
Date:03/19/2024
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 had our first delivery with them three weeks ago , we were told the shipment would be at our house on Thursday, we got zero communication from them , they never showed up , we lost a vacation day to make sure we were here to sign off and unload . We called R&L they claimed the shipment would now arrive the next day ( Friday ) it came after 5:30 when they told us we would be early morning because of the “inconvenience” of us losing a days pay and wasting out time . No communication again , we called and they told us sorry it’s late again you’ll have to wait . 5:39 the truck shows up , our wall panel was very damaged with boot marks and footprints all over it . The box was damaged and open and the product was not usable.
We put a claim in with the selling company ins and are finally getting a replacement panel sent . We were told it would be at the house today between 9-5 , once again took the day off from work , stayed home all day and no one’s coming , called them to find out the truck hasn’t even left ******** ** . My husband and I are absolutely disgusted with this so called company. And we have no choice but to deal with them soon again when the next set of of cabinets gets ships
Business Response
Date: 03/20/2024
Hello! I am very sorry for all of the issues you have experienced with your orders. As per our discussion earlier, this is in route to the delivering terminal and the local service center manager has been made aware. This is currently appointed for delivery tomorrow and we are working to make this one of the first stops. I will be giving you a call in the morning with delivery confirmation and an ETA. I apologize again for the inconvenience, if you should need any further assistance please don't hesitate to call me.
Customer Answer
Date: 03/22/2024
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.

Regards,

******* ******
Initial Complaint
Date:03/11/2024
Type:Billing 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 used R&L Carriers for a shipment. They overcharged us on the invoice and cannot provide a reason as to why the invoiced amount is different from the quoted amount. Kim R*** in accounting can not and will not pull the quote or invoice to look into it. We have rebutted this invoice for over a year. R&L Carriers either doesn't respond at all or only demands we pay in full. We have asked for our account representative information more than once and they fail to provide it.
Business Response
Date: 03/13/2024
Hello! I'm very sorry to hear that there are issues with your invoice. I would like to look in to this further to assist you but require some additional information, such as the tracking number for this order. I have sent over an email to the email address you have listed. Please feel free to reply back to me at your earliest convenience or give me a call at ###-###-####. Thank you!
Customer Answer
Date: 03/13/2024
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.
The desired outcome to have this old invoice cleared has not been reached. We have emailed accounting and our account rep at RL Carriers all documents that go with this invoice. We originally sent requests back in 2022 for this invoice, no response from RL Carriers.

Regards,

*** *******

Business Response
Date: 03/19/2024
Hello! As per our phone discussion last week I have received the pertinent information from your account rep for this order. I was provided with pro#********* and quote#*********. It looks like the reason for the difference in your invoiced amount versus the quoted amount is that on the quote the weight was listed as 780 and the shipping paperwork listed the weight as 860. I see that you have already paid your quoted amount of $323.19. In the interest of good faith and resolving this issue for you I am having the remaining balance due on this invoice in the amount of $402.47 cleared. Please feel free to reach out to me if you need any additional assistance and I apologize for the inconvenience this has caused.
Customer Answer
Date: 03/20/2024
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.

Regards,

*** *******
Initial Complaint
Date:02/21/2024
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 - 01/16/2024
R & L Claim # - *******
** **** **** ***** Reference # - *******
**** ********** ******* *** * ********* *** ****** was purchased on line from ** **** ***** on 12/11/2023. After much delay and having to contact ** **** numerous times, The Engine finally arrived. My mechanic examined the engine and found there was a crack in the engine. After a few weeks of going back and forth with ** **** *****, they agreed to accept the engine back and issue a refund. ** **** ***** recommended I use R&L Carriers as a shipper for the engine. I arranged and paid for shipping with R & L Carriers. Pictures were taken of the crack in the engine before it was shipped. R&L Carriers picked up the packed and crated engine on 1/16/2024. The engine arrived at ** **** ***** on 01/22/2024. ** **** ***** refused delivery stating the engine was damaged beyond what was identified by the pictures I sent to them and beyond repair. R & L Carriers returned the engine to me on 01/25/2024. My mechanic confirmed further damage to the engine than there was when it was shipped to ** **** *****. ** **** ***** contends that the additional damage occurred during transport and refuses to refund my money. They recommended I file a claim against R&L Carriers. I filed the claim with R & L (see claims #) and they declined the claim, stating they are not labile and offered to pay $36.20 for the engine and $166.57 for freight cost.
It is apparent that ** **** ***** and R&L Carriers are working together to deny me the refund I'm due - each blaming the other for the damage.
Actual engine cost - $2895.00
Shipping cost - $166.57
Total - $3061.57
Business Response
Date: 02/22/2024
Hello!

I am very sorry for the experience you had with this order and that there was damage found on your freight. Your claim has been reviewed further by the claims manager and unfortunately the current claims decision stands. The maximum liability amount of $36.20 as well as a refund of the shipping charges you have already paid in the amount of $166.57 is our settlement offer. The claims team just awaits your signed acceptance letter of this offer in order to fully process. If you have any additional questions our claims team can be reached at ###-###-####.
Customer Answer
Date: 02/24/2024
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.

Regards,

******** *********
R& L Carriers offer of $36.20 for refund of my engine which I paid $2895.00 is an insult. I purchased this engine in good faith from ** **** **** ***** and I shipped it back in good faith with R&L Carriers. I was not offered the choice to purchase insurance for this package. At no point when I was completing the BOL was I offered to insure the package. R&L Carriers does not deny responsibility/liability for damaging the engine during shipping, they should be help responsibility for refunding the cost of an item that they damaged and made unusable. I now have an engine that I can not use and I do not think it's fair that they are allowed to destroy property and not be responsible for replacing it or refunding the cost. If a company if allowed to do that than the entire American way of doing business is at jeopardy of failing.
I'm a 66 year old single woman and I just ask that I be treated fairly, with dignity and respect. Would you think it's fair to have a damaged engine sitting in your yard and receive and offer of $36.20?

Thank You,

******** *********

Business Response
Date: 02/26/2024
Hello!

I am very sorry again and do understand your frustration. Unfortunately, after reviewing with the claim's manager I have been advised that the offer sent is the maximum amount that we can offer.
Initial Complaint
Date:11/22/2023
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.
R & L Carriers, is refusing to deliver a ***** to **** ********* **** ******** *** ****** ***.
Business Response
Date: 11/24/2023
Hello!
I'm sorry to hear that you are having issues with your ***** delivery. I have checked in our system and do not currently see any shipments under your name. I have left you a voicemail and sent over an email with all of my contact information. Please reach out at your earliest convenience to discuss this. You can also reach out to our Corporate Customer Service team at ###-###-#### or ***********************. Thank you!
Initial Complaint
Date:10/26/2023
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 July of 2022 R & L Carriers made a mistake at our client site in ****** **. What they did is they sent a Truck and a Driver to pick up their Competitor's shipment. They Received 2 BOLs (Bill of Lading that were not designated for them) from the local contact at *** ******, copied the information from the 2 BOLs for ************ (Their competitor) and they transported these 2 Shipments to their destination. As of October 2023 R & L is still refusing to correct this Billing error, based on fraud. They receive a dispute about every 1-2 months from us for 16 months.

Attached are 3 pages, the Alleged Invoice with this months date, and the 2 BOLs that R & L Transported the goods on, with their competitors name (***) and **** SCAC code, not R & Ls. Also notice, the shipper did not sign for the pick up. (Please see 3 pages attached).

R & L Carriers has received the Attached correspondence numerous times, yet they are still incorrectly Billing - **** ******* of *** *********** even though we hired their Competitor ************, not R & L. R & L Carriers had no authority, contract or any legitimate purpose transporting our 2 shipments from ** to ** and our position is that they should stop sending me the Bills for their mistake, and for stealing another Carrier's Freight to Transport.
Business Response
Date: 10/27/2023
Hello!

I apologize for all of the frustration you have experienced with these orders. When our drivers go in to pick up freight, they will take what is given to them by the shipper. I am showing in these two cases we actually do have shipper signed BOLs on both orders which I have attached. In the interest of resolving this issue for you I will, however, go ahead and have these two invoices cleared.

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R & L Carriers, Inc. is NOT a BBB Accredited Business.