Complaints

This profile includes complaints for Averitt Express's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Averitt Express

  1415 Neal St Cookeville, TN 38501-4328

• 

  Averitt Express

  P.O. Box 3166 Cookeville, TN 38502-3166

• 

  Averitt Express

  205 North Street - Franklin, KY 42134

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:12/20/2024

  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.

   
  Complaint: 22715984
  
  I am rejecting this response because:

  Averitt drivers make customers sign and accept the ******* pounds pallet within a few minutes  and tells them if they find its damaged (when they are able to move it inside and open it) to have us file a damaged claim. Surprise, surprise, then they deny all claims saying they didnt damage it because our clients signed for it. 

  
  Sincerely,
  
  Vctor H

  Business Response

  Date: 12/30/2024

  We have searched our system but have only found four cargo claims filed by this customer, therefore, I am not sure about the additional claim (complaint states they have 5 claims).  Two of the four claims were filed for damage noted at time of delivery and two claims were filed for damage discovered after the delivery and after the packaging was removed. Each of these four claims have been reviewed in detail.

  
  The two cargo claims filed for visible damage were found to have sustained damage as a result of insufficient packaging.  In addition, there was no evidence discovered to indicate the two claims filed for concealed damage sustained any damage while in possession of the carrier. As no evidence of carrier liability has been discovered, we must respectfully sustain all four of these declinations.

  
  The concerns mentioned outside the actual claims are being reviewed and will be reviewed with the associates involved.

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22715984
  
  I am rejecting this response because:

  Delivery drivers with Averitt are told not to let consignees open and inspect for damages. Our packaging when departing our warehouses is so great damages were concealed. Drivers are told to tell the shipper (us) to file a claim when they open it and file a damage claim then. The claims get denied by Averitt because damage was not noticed and delivery and signed free and clear. 
  

  The one shipment referring to poor packaging, Averitt tore apart all banding and tried to deliver products ripped apart from custom pallet.

  
  Sincerely,
  
  Vctor H

  Business Response

  Date: 01/15/2025

  There are four cargo claims involved with this customer complaint.  Each claim was investigated on its own merits.  Two of the four claims were filed for freight damage visible at delivery with the other two being for concealed damaged not visible at time of delivery.  The concealed damage claims (RLD2024-3038, RLD2024-4049 are declined due to there being no evidence of damage being present when delivered. The shippers own bill of lading states that the consignee is to inspect for concealed damage at time of delivery. Due to the possibility the shipments were damaged after delivery, these claims will respectfully remain declined.
  

  The two claims for visible damage at delivery (RLD2024-4023, RLD2024-4078) were declined due to opportunities with the packaging.  The first claim has a picture provided by the shipper showing the shipment in a boxed crate. Our internal pictures of the freight show the shipment not in a crate but strapped to a skid with broken down boxes used for protecting the item.  The pictures show the shippers own labels on the broken-down boxes used as protection. This claim remains declined due to the poor packaging.
  

  The second visible damage claim, RLD2024-4078, shows the shipment on four pallets nailed to together instead of a custom pallet made for the item in question.  The four pallets came apart during shipping potential causing the damage to the glass within the shipment.  This claim remains declined due to the means utilized (four pallets) to lift the shipment, which is improper packaging.
  

  We sincerely apologize for any inconvenience this has caused our customer; however we believe each claim was justly declined.

  Business Response

  Date: 01/24/2025

  It has been stated by the customer that ********************** delivery drivers are told not to let consignees open and inspect for damages. That is true only when there is no evidence of damage present at the time of delivery.  Customers are asked to sign the delivery receipt before attempting to open any package that has no visible signs of damage.  This is the same when Averitt drivers receipt freight from a shipper. They are not allowed to open each package to inspect the item inside for damage.  Drivers are instructed and encouraged to allow consignees to open any carton with damage to determine if the item inside has sustained any injury.
  Again, the concealed damage claims (RLD2024-3038, RLD2024-4049 are declined due to there being no evidence of damage being present when delivered.
  Regarding the visible damage claim, RLD2024-4078, the shipment was placed on four pallets nailed to together instead of a custom pallet made for the item in question (picture attached).  The four pallets came apart during shipping potential causing the damage to the glass within the shipment.  This claim remains declined due to the means utilized (four pallets) to lift the shipment, which is improper packaging.
  We sincerely apologize for any inconvenience this has caused our customer; however, we believe each claim was justly declined.
  

• Initial Complaint

  Date:09/19/2024

  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.

  So I sold it for 3430 plus 454.88 sales fee plus 495 shipping fee so with it being damaged the money was refunded so my account now shows I had a product show up damaged sales fee I still had to pay and paid for yall to ship it so total 4379.88 I've lost on this and my account has a damaged product received so if you guys replaced the product I would send to him for the same deal and get the damaged product removed and my account would be good again . But if yall will pay the 4379.88 I will accept that because I want this done and over. 
  t of it or not stack anything near it like I told him that nothing could be stacked on it or against it and he agreed.i asked all of the questions to make sure it was covered and offered to put crates or anything around it if that would be good and so I dont know what else I could have offered or asked. And I dont know if that is how you train them to just answer not truthfully to the customers and get their money or if he just told me what I wanted to hear and didnt think anything would happen to it idk. But between me dropping it there and before it was delivered something either fell against it or it got hit loading and unloading at the other location during transport but it was damaged in you guys care and I feel that the contract we had was I agree to pay 495 dollars and you guys agree to deliver the package in the same condition it was in when sent. The display cost 8600 dollars. I filed a claim and they have given me every excuse why they will not give me a dime.

  Customer Answer

  Date: 09/20/2024

  So I sold it for 3430 plus 454.88 sales fee plus 495 shipping fee so with it being damaged the money was refunded so my account now shows I had a product show up damaged sales fee I still had to pay and paid for yall to ship it so total 4379.88 I've lost on this and my account has a damaged product received so if you guys replaced the product I would send to him for the same deal and get the damaged product removed and my account would be good again . But if yall will pay the 4379.88 I will accept that because I want this done and over. 
  

  Customer Answer

  Date: 09/20/2024

  I just wanted to fix where it says that I am seeking $495 that is not correct that is what averitt charged me to ship it when it got damaged the total cost to replace the digital display is 8600 but I have told the claims department I would take just what I am out which is what I am seeking and that is a total $4379.88 

  Customer Answer

  Date: 10/02/2024

   
  
  Complaint: 22309563
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Nathan Webster

  Customer Answer

  Date: 10/04/2024

  To BBB and Averitt 
  
  
  The display was brand new the box was opened and plugged in one time and that is it … the guy in the office that accepted the package told me that the package was insured for the replacement value… I asked him about getting it insured… I offered for us to open it and plug it in to show that the display worked and there was no damage he declined saying that it was fine and he believed it was new and not damaged and that nothing would happen to the package damage wise… I think Averitt does not send packages very often just one at a time and is not set up for this type of service and so they should have said this they also should have gotten more information and given me the information about them only paying for .10 per pound but obviously they have not trained their employees on this and this is not what they are used to so I think as the company runs into these situations the company will get it figured out but the facts are the same and they are that I was told by their employee that they would pay for the cost of the package replacement cost and we had a contract that said they would deliver the package in the same condition it was in when I dropped it off … they did not … they breached the contract and not only did not give me the 495$ back for the money I paid them in shipping cost per the contract but they also are ok with me loosing 3200 dollars that I sold it for and also my account has a package showed up damaged. If it was my company I would not like to have to pay someone 3200$ and the 495$ they gave me on the contract but I would because it would be the right thing to do… I only do good business and I have never filed a claim on anyone before ever for anything and I am 48 years old I do not lie or cheat and the right thing to do would be to train your employees with the information they are trying to say and to reimburse me for the loss they are responsible for if this does not get settled I will hire an attorney and sue them for this money and I will hit every social media outlet and review I can and any and all resources I can fine to let others know that this business is not a business who is up front and honest and one who has unseen policy’s in order to try to get out of being a honest company who actually does what they say… so I reject their 21 dollar offer on a 8600 dollar display that they damaged during shipping and that I have now lost 3205 and 465 dollars seller’s fee and 495 dollars to ship thru their company.
  Thank you 
  Nathan Webster

  Business Response

  Date: 10/02/2024

  We have reviewed the incident in question and interviewed associates involved and feel the correct decision was made not to participate in reimbursing the customer.   Our records indicate the item was tendered for transportation on August 12, 2024 in what appeared to be a used carton.  The item moved through our system without incident and delivered on August 14, clear of any damage notation.  Damage was reported two days after delivery on August 16.  The customer filed a cargo claim for $9162.00 on the date the damage was discovered.   Our investigation has been unable to find any evidence of carrier negligence or mishandling.  There has been no evidence presented or found indicating the claimed damage occurred during our transit and therefore the claim will remain declined as filed.  

  While investigating the claim it was discovered the item had actually been purchased on ebay for $3205.00.  Per our rules tariff, liability for loss, damage or destruction of property bought over the Internet from companies including, but not limited to eBay, Amazon and others, which is not new merchandise, will be subject to a maximum liability of $0.10 per pound where the carrier liability is established. Also, displays, floor models, tradeshow items, demos and the like are subject to a maximum liability of $0.10 per pound where carrier liability is established.  Therefore had carrier negligence been discovered, our maximum liability would have been $21.50 (215 lbs x $0.10).

   

   
  

  Customer Answer

  Date: 10/20/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22309563, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Nathan Webster

  Business Response

  Date: 10/09/2024

  We have again reviewed the shipment in question with the associates involved.  The carton employed to contain this shipment was transported to Averitt laying flat in a pickup truck and was in dilapidated condition.  When presented for transportation, the customer did request the item be shrink wrapped as the box was open.  Shrink wrap was applied to the carton and it was loaded for transportation.  The shipment moved through Averitt's system without incident and delivered in the same condition as received as no damage was found at the time of delivery. 

  At no time have we offered to pay this claim for $21.50 based on our rules tariff.  It has only been mentioned that if liability had been established, our maximum liability is limited to
  not exceed $0.10 per pound as outlined in the tariff.

  In an effort to bring this matter to a close, Averitt agrees to reimburse this customer the freight charges of $495.00.   This is not an admission of any liability but just a way to provide some relief to the customer.