BBB Business Profiles are subject to change at any time. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.īBB Business Profiles generally cover a three-year reporting period. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. I can't imagine that such a large company would quibble over $92 so am left to believe that what OD really objects to is admitting the error.īBB Business Profiles may not be reproduced for sales or promotional purposes.īBB Business Profiles are provided solely to assist you in exercising your own best judgment. Further, we asked for two things to settle this issue: splitting the cost (only $92 more than their stated offer) and acknowledging some responsibility for the error- after all, you can't improve your performance if you don't clearly identify the cause. We never "re-consigned" the load or did anything other than try to get OD to find our shipment and deliver it to our customer.
The fact is that every piece of documentation - the email placing the order, the online tracking info, the BOL, every label on every box on the pallet, and the pallet label - all clearly stated a ship-to address in Kelowna, BC. And I should note that this is the third excuse given for the misrouting: the first was that their handler had put the pallet on the wrong truck and the second was that one of their employees misread the shipping address. Old Dominion's response confirms our complaint, as they now state that the BOL was incorrect. in the end, Old Dominion will have their money (the portion that the collections agency gives to them, anyway), but WE'LL still have a customer. We'll likely work something out with the collections agency. They sent us to collections since we refused to pay for such a miserable performance. More importantly, our "customer service rep" not only refused to help solve the problem by expediting the shipment, setting clear and correct expectations or crediting us for any of the freight charges (we felt it right to comp the freight charges for our valued customer), but he also blamed us for the delays, lied about the "reason" for the misrouting and was rude and unprofessional in handling this entire matter. In taking 13 days to deliver what was quoted to take 4 days, they messed up a delivery to the point that our customer missed their production window, costing them thousands in labour costs and distributor cancellation fees. We recently added Old Dominion to our freight vendor choices, used them exactly twice and then immediately removed them for poor performance. Ridiculous behavior.Īs a manufacturer/distributor of components produced 'just-in-time', we use multiple freight companies and we pay a premium for timely shipments to meet our customers' deadlines and deliver goods just off the production line. I had to chase them down and be treated like garbage to get my goods. I cannot understand how they thought it would be appropriate to get the wrong delivery date and not call me to tell me it would be late. I work in manufacturing and this is by far the worst trucking company I have had to deal with personally, or professionally. No apology just rude behavior from everyone at this company. After all that back and forth I get an email Wednesday Dec 22 stating "it will be delivered today" How awfully kind of them to let me know it's a day late, not caring if anyone would be home, or that I have to lose out on 2 days pay for my pallet to show up.
OLD DOMINION TRACKING 907687644 PRO
I get roped into a chain of emails where they had the wrong Pro number and had to back track. I was told it was "delivered", which it was obviously not.
I ended up calling Toronto dispatch to be spoken to in an incredibly rude manor. Called Customer service, who called London, no answer. Lost a whole days pay and the pallet never showed up. We checked my address and I requested a small truck due to where I live a Semi would not work. Got the call that Monday morning to schedule delivery for the next day, Dec 21. It arrived at their London facility on Dec 20.
It was delayed but no issues with that as they were transparent and told me what the delay was. I had a $5,000 pallet worth of goods to be delivered by Old Dominion.
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