This was our company's first time working directly with this carrier. We arranged for freight about 2 weeks ago, got a good quote, booked the load, had the product delivered, only to find an added charge was applied to the invoice - $35 LAD was added. It is not unusual for added charges, but this particular one needed some explanation. So, I called several numbers, got bounced around to various departments, but finally got transferred to the area depot for the delivery site. After a brief discussion, the rep could not determine why it was on there and told me she would remove the charge. However, someone must have over-ruled her because the next day the invoice was never updated to reflect the removal of the charge. So, I began a 5 day phone / email exchange to figure out what the charge was for. Not one time did anyone tell me specifically why the LAD charge was applied. I asked on 3 occasions to provide me specific reasons. I was not fighting the charge if it was legit. I absolutely was more than willing to pay what was owed. I just wanted to know what I was being charged for. After getting some basic information from their "policies" page (which was provided to me as a "snippy" reply to my inquiry), I was able to determine for myself the reason for the charge. Apparently, they have a list of locations that are automatically categorized as LAD (Limited Access Delivery) sites. The location we shipped to was one of those on the list. I gave them a lot of time to share with me the specifics of the charge. I gave them chance after chance to do so. All I wanted was for them to explain the charge, but not one person ever did! Sure, they re-iterated what I already knew that the site was LAD. But no one ever said it's because the site was on the list to be automatically classified as an LAD. No one ever told me that and they knew that on day one? I had to dig and investigate on my own.All of this wasted time could have easily been avoided, and a better taste would be left in my mouth for this company, if they would have just done some very basic 101 investigating and communicating!I spent way too much time trying to decipher the reason for the charge when someone could have told me on the very first day. It is very frustrating and disappointing to work with a company that is not very customer service oriented! If I am wrong about that, and this is an isolated circumstance, then perhaps they should do a better job training their personnel so it doesn't happen again. Will I use them again? That depends on pricing as it always does. There is a lot of competition in the logistics industry. I am prepared to give them another shot down the line in the hopes this was a one-off! But, it is important that they hear consumer concerns so that they can make constructive changes.
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ArcBest® is a multibillion-dollar integrated logistics company that leverages our full suite of shipping and logistics solutions to meet our customers’ needs and help keep the global supply chain moving. We’re fueled by the simple notion of finding a way to get the job done, no matter what. We started in 1923 as a local Arkansas freight hauler, and today, through organic growth, smart strategic acquisitions, visionary leadership and a mindset focused on the future, we’re a publicly traded, $5 billion logistics powerhouse. With over 15,000 employees across nearly 250 campuses and service centers, we serve as a trusted advisor to some of the world’s biggest and most recognizable brands — creating smart logistics solutions that make it easier to do business. We see the world through our customers’ eyes, and through the power of our integrated solutions, help them respond to even the most rigorous market demands. The insights needed to do this are driven by our innovative spirit and championed by experts across our business who understand the importance of being agile. By thoughtfully analyzing real-time industry data and listening to our customers, we implement transformative logistics solutions that save money, drive growth and get the job done. See more
