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. has 7 locations, listed below.

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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

  4000 W Lake St Melrose Park, IL 60160

• 

  R & L Carriers, Inc.

  PO Box 271 Wilmington, OH 45177-0271

• 

  R & L Carriers, Inc.

  6136 Huntington Rd Gallipolis Ferry, WV 25515

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:01/24/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 October 7,2022, R+L carriers delivered to my house a vanity that I purchased online through ***************. I paid $1720.71 for the vanity. I took pictures and removed the cardboard box around the vanity and kept the corner protectors ( foam ) until the plumbers were able to come to install it. The plumbers removed the foams and saw the concealed damage. The damage is a crack in one of the joints that was covered with foam. I reached out the online store, ****** ***** and they told me to deal with the carrier since that is a concealed damage due to freight. The product warranty was not an option. I filed a claim with the carrier in January. 2023. They declined my claim because their policy says that it has to be filed within 5 days from delivery date. Their bill of lading or proof of delivery does not state that. By Federal law I know that as a customer I have the right to sent a claim even 9 months after the product has been delivered. It is called the Carmack amendment 49 u.s.c &14706 which is “Liability of carriers under receipts and bills of lading”. Is there anyway that you can assist me ?

• Initial Complaint

  Date:12/16/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 12/15 I was contacted by a driver for R and L carriers about delivering my package (weight machine) he explained he might have trouble getting down my driveway though I have had trucks that size down my driveway several times. However I told him I could meet with him at his suggestion a close by store (7-eleven). A short time later I called him back and asked if I could reroute the package for his benefit to my place of work. He asked for the address. My assumption is he contacted the home office and they wanted to charge me. I told them I was not willing to pay just sent it to the original address. I spoke with the driver the same day about the situation. He told me he would check once he got back to the yard and make sure it was set for Friday afternoon delivery. Again asking if I could meet him. I told him I would get off work early and meet him. On the morning of 12/16 someone from the carrier informed me the package would not be delivered until Monday 12/19. I told her I couldn’t meet Monday she said ok. Then a short time latter I received another call she told me she was a customer service rep. I explained the situation and she said if you can’t meet us Monday I will have it sent back to the sender. I told her someone would be home to sign for the package however I couldn’t meet anywhere other than the delivery address . She again said if you can’t meet us somewhere else she would have the package sent back . I told her she could do whatever she liked that I could not meet them outside the shipping address to receive package. And so they sent it back claiming I refused it . Which was false !

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A full size truck owned by L & R Carriers, came down the road known as Woodridge Drive, which is located in ********* **. As the truck drove down the road, it ripped down an above hanging wire. The driver stopped, sitting there until my wofe spoke saying "what now," from our porch. He then backed up, and came to talk to my wife at our home. He stated he is supposed to call. Then asked if all our utilities were working. My wife then stated "as far as I know." The driver then told my wife "if everything's working, then I just won't call." He then walked over, grabbed the down wire, wound it up and then started getting into his truck. That is when I walked up, (I was currently down the road, until my wife called to tell me what was happening.) While walking up, I told the driver, "you better report it, because if not, I will." The driver then sat in his truck for 10 minutes, and then left. Wire, just left, nothing done about it. USDOT ***** **** ***** Truck num. ******

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 ordered $60,977.91 worth of material from ************* ***** ******. R & L Carriers was the freight company responsible for delivering the material. The crate was missing for over 15 days. When I got it tracked down at ***, it arrived several days later completely destroyed making the material useless and unmachinable. The driver did not follow ANY of the procedures in place when dropping off a shipment. He did not pull into our facility to the loading dock, he stayed on a public street. He strong armed my employee to sign the BOL before the shipment was even out of his truck. He left as soon as our forklift got the material off the truck. He is supposed to wait until we check in the material. When we set the material down, the crate was broken, missing half of the top and the material inside was bent and damaged. I immediately called R & L and they basically said, tough luck. I have lost thousands of dollars in orders to ****** and ****** due to this catastrophe. There have been planes down due to ****** not being able to receive the parts from our company. The loss of production time, loss of business and fees I have accrued has ballooned to thousands and thousands of dollars. I am currently paying a local company to re-straighten and fix the material and that cost is $27,795.00. This catastrophe has destroyed my company financially. We are a 3rd generation, 8 person operation. We barely made it through COVID and now this has decimated our business financially and emotionally. There only offer was $2,644.00. This is an insult, it's unethical and wrong. I want every other business in America to be warned and aware of the disgusting business practices that R & L Carriers conducts. I have ALL of this on surveillance camera's and proof of everything I just explained. Below are pictures of the material when it left the distributers facility, the rest is what it looked like when it arrived to us nearly 4 weeks later. The videos are too big to attach.

  Business Response

  Date: 11/21/2022

  Hello,
  I apologize for the issue you are experiencing and we have
  reviewed your claim. We do not have any internal records showing the shipment
  was mishandled causing damage to the shipment. Per the delivery receipt signed
  at time of delivery the shipment was received in good condition. Delivery
  Receipt attached. An offer was given in good faith in attempts to resolve the
  issue the best we can. If you would like to accept the offer please contact our
  claims department at ###-###-####.

  Customer Answer

  Date: 11/22/2022

  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 and in the attachments above. 

  
  

  R & L fails to keep
  mentioning that this was done intentionally. Allow me to explain the way in
  which this entire process went down.

  
  
  

  I have pictures and
  surveillance camera videos that give crystal clear evidence of what transpired below.
  

  
  
  

  R & L has delivered
  product to us dozens of times in the past and they have NEVER parked on the street. They
  are supposed to pull into the facility, up to the loading dock, wait for an
  employee to unload the material and then wait for that employee to check in the
  material before asking them to sign off on the Bill of Lading.

  
  
  

  Let me give you a recap of
  what really happened.

  
  
  

  R & L lost the shipment
  for over 15 days. I have multiple recorded phone conversations with R & L.
  On those phone conversations, they state, that they have no idea where the
  material is.

  
  
  

  They encouraged us to
  consider it “lost”. Well, the material they were delivering was on back order
  for nearly 5 months and the material was to manufacture aerospace parts for
  ****** and ******.

  
  
  

  If I accepted it as “lost”, I
  would have to re-order the entire job and the lead time was now another 10 to 12 months to get
  more material. Not to mention, I had to pre-pay for the material and it costs
  me $60,997.91. So my ROI was already a year out before I even started production.

  
  
  

  When I explained all this to
  R & L, they magically found the material at *** off of one of the loading
  docks. (I believe it was there all along but they knew it was destroyed, so
  they wanted to convince me it was lost).

  
  
  

  When the driver arrived with
  the material, he did not even pull into our facility. He parked on the street
  for some unknown reason, well now we know.

  
  
  

  Instead of coming to the
  unloading dock entrance of the shop, which they ALWAYS do, he came in the front
  door.

  
  
  

  He then strong armed my
  employee, who is in the shipping department and has nothing to do with unloading material,
  sign the BOL.

  
  
  

  She, my employee, told him to go around to
  the back to handle all this and he, the R & L driver, said, “I just need you to sign this.” In the
  video, you can see all this transpire. 

  
  
  

  He then goes back to his
  truck, gets in the cab and never gets out again. He didn’t go get anyone to
  unload the material we did, he didn't help unload it or even have the back door to the truck
  open for him!

  
  
  

  My other employee ,who is trained to inspect material drove the
  forklift out to the street, which they never should have put him in that position, because it's dangerous to be on the street, and got the crate off of the forklift.

  
  
  

  Please understand, you cannot
  see the top of the crate when you are doing this, it’s up too high to see from
  the forklift. I took a few minutes to unload it because it was so heavy and pushed so far back.

  
  
  

  As soon as my employee had
  the crate on the forklift, the driver just drove away!!

  
  
  

  He not only didn’t wait for
  us to check in the material, he didn’t even wait for us to put it down. The
  reason for this is now very obvious.

  
  
  

  Because the moment we set the
  crate down, we saw that there was a massive hole in the crate, it was severely
  damaged and beat up.

  
  
  

  We then opened the crate and
  our 12’ bars that are supposed to be straight, looked like they had been
  dropped out of an airplane.

  
  
  

  They were bent in half,
  completely destroyed, leaving them essentially worthless.

  
  
  

  I have the next part on
  camera as well.

  
  
  

  I immediately called R &
  L and told them what happened. This is all time stamped for proof.

  
  
  

  The only thing they said to
  me was, “well, did you sign the bill of lading”?

  
  
  

  You see, that is there out on
  everything. They completely ignore the fact that they were dishonest,
  unethical, conducted business with malicious intent and were clearly
  intentional, put my employee in a compromising situation and sadly, they were strategic in how this went down.

  
  
  

  They did that because they
  100% knew this is what would happened and all they wanted to be able to say
  was, “did you sign the bill of lading”?

  
  
  

  This complete nightmare cost me $60,997.91 for the damaged material plus an additional $27,795.00 to get
  the material completely re-heat treated, quenched, aged and straightened.
  That’s a total cost of $88,792.91 I’ve spent on this shipment. In other words,
  it’s like starting all over. I have gotten in some major hot water with ******
  and ****** due to this as well. It has caused a massive log jam in the supply
  chain, leaving them with down aircrafts, forcing me to pay outside processors
  huge expedite fees to try and recover the orders as quickly as possible. Which I still have only been able to recover 40 bars of the 417 total bars. 

  
  
  

  I see in no universe, how R
  & L should not be held 100% responsible for this. If they get away with
  conducting business this way, then I’ve lost all faith in humanity.

  
  
  

  We are an small, 3^rd
  generation, woman owned 8 person operation. We do not have the cash flow to
  support this type of loss. I had to use money from an SBA loan to cover this
  loss!!

  
  
  

  This is just absolutely
  devastating to our company. Like I said, I’m out a minimum of $88,792.91, not
  mention all the expediting, overtime I’ve had to pay and time I’ve lost.

  
  
  

  It is so insulting that R
  & L thinks that a measly $2,644.00 is sufficient in helping us recover our
  losses and they deem that as fair? They should be shut down for good if these are their business practices. 

  
  
  

  This entire ordeal is just
  disgusting. 

  Regards,

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

  
  

  
  
  

  
  
  
  
  

  
  
  

  
  
  

  
  
  
  
  

  
  
  

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

• Initial Complaint

  Date:11/01/2022

  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.

  I received a bill from R+L Carriers for $1,834.40. I didn't engage or hire this company to deliver me any boxes. I am unaware of any delivery or agreement for their services. This is a fraudulent claim by this company to obtain money from me for services that we not rendered. Nothing was delivered to me at my address.

  Business Response

  Date: 02/10/2023

  Hello, we apologize for the frustration this has caused. We have contacted all parties involved with shipping this order to see if there should be another party responsible for the shipping charges. At this time none of the other parties are willing to accept the invoice. If you have someone we can contact to help get this corrected please let us know. Have a great day.
  
  Thanks,
  
  Nick Miller