Complaint Review: Total Quality Logistics - Cincinatti Ohio

I contracted TQL in December 2017 for a truckload and an LTL, both going to the same customer.  The TL portion of this order arrived as expected and since the majority of TL carriers are independent drivers, they are far more reliable and respectful than commercial carriers.

The LTL contained (3) pallets of power systems with the value clearly noted on the paperwork I submitted to TQL.  When the truck showed up at my customers site, one of the systems wasn't just damaged, it was completely destroyed.  Not an ounce of doubt this 650 Lb. pallet was thrown around the trailer and clearly fell from a distance smashing the entire chassis and all the electrical devices installed internally.  These products are UL924 and UL1778 which means placing the unit into service (trust me, this unit literally fell off the pallet when what was left of the strapping (and the attempts to add packaging) was removed.

On January 3rd, TQL had been notified and were provided pictures by their carrier showing the exact same damage, etc.  Upon my notification to TQL, it was crystal clear there was no denying the destruction.  On January 4th, I provided every ounce of documentation to Todd of TQL.  On January 17th, I followed up with Todd (TQL NEVER FOLLOW UP unless it's for a payment) on the claim and he stated, "I have copied my claims rep (Jessica Shiepe).  Can you please advise if this is still a claim?"  WHAT?????  The single system cost me $10,500 so do I want to file a claim?  Seriously?   Why would the company you contracted for a service sit on a claim and not confirm how it will be processed?  A professional company wouldn't. 

On January 19th, now that the claim is actually valid, I get the pleasure of working with Jessica Shiepe - TQL Claims Coordinator.  Keep in mind I lost 2 weeks of "allowable claim time" due to the incompetence of TQL.  I had to justify every cent, prove the goods were non-salvageable and wait for something to happen.

Followed up with TQL (Jessica and Todd) on February 26th.  Per Jessica:  "UPS is still reviewing the claim at this time. Once they conclude their review I will update you accordingly."  Nice......This correspondence generated a barrage of "I'm sorry you feel that way" and "UPS Freight is the sole cause of the delay in processing this claim and we are doing all we can."  And what exactly is that?  Anyone.....anyone? 

Followed up again with TQL (Jessica and Todd) on March 28th for claim status.  Per Jessica:  "The claim is still showing as open, I called the adjuster for a more specific update/to see how much longer we can expect and I get her voicemail. I’ve sent an email as well, I’ll let you know when I hear back."

On April 13th, Jessica stated:  I just received an update from the adjuster at UPS:   “The claim is still under investigation and we will try to conclude within the next 2 weeks."

When I inquired about the 90-day time limit for a claim to be processed, I was informed by Jessica:  It hasn’t been 90 days yet. The claim was submitted to them on 1/19, so we are on day 84.  They are working to get this resolved as quickly as possible but claims that are high dollar amounts require a longer review period and more management approvals."    I have made our LTL manager aware and our contact at UPS aware that we are approaching 90 days.

Um, the claim should have started on January 4th, but my rights don't matter apparently.  And, they got paid so the urgency is only on my side.

On 5/2, I was notified by my original account exec, John Stafford that a check was being cut, however, they are going to deduct $1,500 since the weight of the system exceeds the price/lb.  This is pure criminal.  I was very clear on the true cost of each system and told I did not need additional insurance.  Oops, guess I get screwed.

On 5/16, I was told by Jessica:  The check should go out by the end of the week. With it being a higher dollar amount it had to go through a few different levels of approvals – I see that the approvals were completed on Monday so accounting should be preparing the check now.

On 5/29 (the day of this complaint) after following up once again, the ever so helpful Jessica stated:  "I do not personally write claim checks. Once I submit it for payment, I am no longer personally handling the claim – it goes through approvals, and then once the approvals go through it is sent over to the person in accounting that handles claim payments. I can only give you the updates that I am given. I spoke with a supervisor, and it doesn’t look like the check made it in the mail before the claim payment person went on vacation. They have returned and the check is queued to be issued."

As of this moment, I have yet to receive a dime.  I have been given a variety of excuses and the famous tagline:  "it's not our fault.  It's the carriers fault."

So, as a recap.  The claim should have been filed 1/4, but wasn't actually filed until 1/19 so this is the first delay.  Assuming the 90 day rule is actually followed, I should have received a check 4/19.  If the rule was pushed back to 120 days, I should have had a check 2 weeks ago.

I am a small business owner and to carry $10.5K for 4 months is difficult at best.  They caused me to pay my vendor twice for the same system, my customer would not sign off on the invoice until the order was complete and the repercussions of this event continue.

TQL is great.........until you need assistance......And if you push, they place Jessica in front of you and it's at that moment you realize she is quite possibly the worst person to have "helping" you as she has absolutely no authority but tries to play the hard a*s game.  Todd is worthless and has very little to contribute now that they owe me money.