Complaint Review: Armstrong Transport Group

  Motor Freight Inc. accepted a load from Armstrong Transport Group, Inc. to pick up freight from USMCOCA located at 410 Norman Avenue, Concord, CA on 11/20/12 at 8:00am to be delivered to USMCONC located at 6280 Sunny PT Road, Southport, NC 28461 on 11/26/12 at 8:00am.

 After the load was accepted as written above, Ryan received an updated sheet at approximately 4:00pm with a stop in McAlester, OK written on the rate sheet to be delivered on Friday, 11/23/12 prior to the NC stop.  Knowing his driver wouldn’t be able to make both drops on time, Ryan tried to contact Armstrong Transport Group with no success.  He continued to try to contact Armstrong Transport Group over the Thanksgiving holiday and throughout the weekend with no success.  Armstrong Transport Group has no after-hours phone number or 24 hour staff to assist with issues that may arise after normal business hours.

No wanting either delivery to be late, he made arrangements for the 1 pallet in the tail of the trailer that was to be delivered to OK to be pulled from the NC delivery, not 4 pallets as stated in the complaint.  It should be noted that all of the stickers on the freight were labeled “Southport, NC” so it wasn’t clear what should have been delivered to OK.

 Actions Taken: 

 Ryan spoke with Melissa regarding mix up in freight delivery. He offered to have the driver who delivered the 1 pallet from OK to take all of the freight from NC back to OK at our expense but they refused to allow the driver to do take it. Melissa stated they would hire a company to take the freight back to OK as a rate reduction from our total invoice. As per this conversation, Ryan agreed to honor the rate reduction due to the fact we had no hazmat certified truck in the area or near the area to have the freight taken back to OK as a partial load.

 When it was discovered freight was delivered to the wrong stop, Ryan hired a tractor at our cost to deliver the freight to the correct address. 

 While Ryan was speaking to the person who claimed to be the owner of Armstrong Transport Group, this person became very irate despite Ryan’s attempts to correct the situation. The owner acted very unprofessionally by using obscene language and hung up on Ryan in mid-conversation.  From that point on, Armstrong Transport Group would not respond to any phone calls made by Motor Freight, Inc.

 Lastly, we do have signed Bills of Lading for all of the deliveries that the freight was received and delivered on time.