ComplaintsforNolan Transportation Group, LLC

• Initial Complaint

  05/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  04/18/2023 - 04/20/2023 were the dates in question. NTG contracted Central Transport to deliver a pallet of BBQ from my company, Madstone *** *** *********** ****, to ************** in ********* ****.*********************** at NTG was my representative. The driver for Central Transport, contracted through NTG, stated that there was no one at the warehouse to receive the product. The driver, or anyone from Central Transport nor anyone from NTG, never had any communication to let anyone know when he was going to deliver, never set an appointment for delivery with the person receiving the shipment, never contacted me to let us know that there wasn't anyone to receive it. It is NTG's responsibility to coordinate these criteria to Central Transport and to us. Because of the negligence of NTG the driver had to make a 2nd delivery, my cost increased from $256.29 to $814.30, a increase of over 300% from the agreed to price from NTG . I emailed my rep from NTG, ***********************, several times for help in working out this issue. At first she emailed back saying she would check into it. After several more email attempts on my part, she just started ignoring my emails. My last email to her, I also CC'd ***********************, who is in upper management for NTG. There was no response from either of them. If they would just plain good business eddicate and addressed the issue, I probably would not be filing this, but they seem to lack the professionalism that most companies try to make a part of their way of doing business.I look forward to your response. Thanks

  Business response

  06/01/2023

  Good Afternoon, 

  Upon further investigation, we were able to get these charges removed and you should be receiving a new invoice showing zero additional charges. We apologize that this happened to begin with and appreciate you bringing it to our attention. Our leadership was made aware of this issue and internal coaching has occurred.

  Regards, 

  Customer and Carrier Experience Team 

   

  Customer response

  06/02/2023

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

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has been calling and texting me non-stop. When I told the last guy it was the wrong number he proceeded to cuss me out and call me all sort of vile things. I have asked repeatedly to quit being contacted and its been met with rude employees telling me this is the contact number and I need to change mine if I didnt like it. I think not!

  Business response

  05/08/2023

  Good Morning *******, 

  I believe one of our Regional Directors, ****,  just reached out to you regarding your complaint. We sincerely apologize that you have received so many calls and emails. She has put in a ticket within our phone system to ensure that your contact is not able to be dialed within our system. In the unlikely event that someone were to reach out to you, please reach out to ** at ******************************************** and we will be sure that it gets handled immediately.

  Regards,

  Customer and Carrier Experience Team 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed with Nolan transportation Last year I was going to do a load for them at the last minute the broker tells me load doesn't pick up until the next day I told him I'm sorry I can't wait till tomorrow unless you will pay me for lay over. he takes me off the load and curses me out and says I will never do business with ********************** in the foreseeable future I said ok life goes on yesterday I posted on a load board guy calls me from Nolan transportation asking me if i can hual for Nolan tells oh sorry you double brokered in past I can't give u the load. I went on rmsis it shows in there there when I was I filling out the application and I never finshed cause I never hualed the load. Nolan transportation needs to stop bullying carriers cause without us they are nothing. Please show me what load I double brokered on? Why I'm I black listed cause I you wanted me to sit idle without paying me for 23 hours?

  Business response

  04/17/2023

  It seems the reason you were placed on black list was due to an error by RMIS. That has been fixed and you are no longer on black list and may book loads with NTG.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has been harassing me non stop despite asking them to remove me from their call list. I told them this was personal cell and not business line. They simply ignore the request, call from another phone number, or another person. They need to be fined money for them to stop harassing people. On the company line, I've also requested for them to take us off the list, but same thing.

  Business response

  04/17/2023

  This has been escalated and will be resolved to ensure no more calls or emails are received.

  Customer response

  04/17/2023

   
  Complaint: 19936014
  
  Can you also ask them to add ************ to their do not call list?
  
  Sincerely,
  
  *******************

  Business response

  04/18/2023

  This number has also been escalated and will be added to the *** list.

  Customer response

  04/18/2023

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

  What are the consequences if they do not remove me from the calling list? Can we penalize them with a fine?
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a load with this company on 2-14-23 . After booking the load online for $300 I called to confirm that this load would be able to fit on my 26ft box truck. It was confirmed that it would. Some loads are posted on load boards as 53 foot loads but are able to fit on a 26 ft box truck. When I arrived onsite the next morning to pick up the load the shipper advised me that the load would not fit due to the 13 pallets that needed to be hauled, a box truck can only fit 12. When I called to request a TONU (Truck Ordered Not Used) fee I was passed around from rep to rep. A TONU is given when a broker requests a truck and itis cancelled for any reason. In this case the load was cancelled because the shipper needed a larger truck. Finally, I was told by a rep that it could not be confirmed that I spoke to someone about the load being able to fit on my truck and therefore I wouldn't receive a TONU of $175. I believe this is bad business practice and I was unable to come to a resolution with this company and that's why I am filing this complaint.

  Business response

  03/29/2023

  Good Afternoon, 

  I apologize for your experience and would be happy to look into this further. Please send your load number, MC number, any other pertinent information to ******************************************** and we would be happy to look into this further for you. 

  Regards, 
  Customer and Carrier Experience Team 

  Customer response

  03/31/2023

   
  Complaint: 19866912
  
  I am rejecting this response because: there was no resolution 
  
  Sincerely,
  
  ***************************

  Business response

  04/03/2023

  Good Afternoon, 

  Initially we were not able to resolve this due to not having the rate confirmation for this load. After we received the paperwork, we were able to come to a resolution between NTG and the carrier. 

  Regards, 

  Customer and Carrier Experience Team 

  Customer response

  04/03/2023

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

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company used NTG's services on one occasion, for a one-off shipment, in August of 2022. Since that time, I have received dozens and dozens of phone calls and emails from their salespeople, despite numerous verbal and written requests to be removed from their communications lists. On multiple occasions I have received repeated phone calls before 6:00 in the morning, once even receiving four calls in a row at that hour. This is harassment. NTG has displayed a blatant disregard for my privacy and their relentless, harassing phone calls and emails have caused significant distress. It is unthinkable that a national organization would be completely incapable of obliging a simple, lawful Do Not Contact request.

  Business response

  03/29/2023

  Good Morning, 

  I sincerely apologize for the excessive calls and emails. I have escalated this to our sales Regional Managers and they have made sure to put you and your organization on Do Not Call. Please allow ************************************ the unlikely event that someone from our organization would still reach out to you, please email ******************************************** and we will be sure to get this addressed immediately. 

  Regards, 

  Customer and Carrier Experience Team 

  Customer response

  04/03/2023

   
  Complaint: 19864984
  
  I am rejecting this response because:

  I have been told on over a dozen occasions that I would be removed from NTGs communications lists. I have zero reason to believe their reply, and they have no credibility whatsoever on the topic of privacy. On every harassment occasion beyond the first, I expressed my concern that the previous No Contact requests were ignored. Even if a week or two passed without being harassed by NTGs salespeople, sure enough, I would end up receiving spam calls and emails again shortly thereafter. This company is incapable of obliging a simple No Contact request and deserves legal and financial penalties for its conduct.

  
  Sincerely,
  
  *************************

  Business response

  04/03/2023

  Good Morning, 

  I have been assured by our upper sales management that your company and contact have been put on Do Not Call and removed from our lists.
  

  Regards,
  Customer and Carrier Experience Team

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our office receives multiple calls from Nolan Transportation Group LLC multiple times a day every day. We have advised Nolan Transportation that we already have them set up with us and they need to remove us from their call list, but the calls continue. This has been going on for well over 2 years at this point. We would like the calls to stop.

  Business response

  03/20/2023

  This has been received and the complainant will be removed from our system.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have asked NTG multiple times to stop calling our business and asked them to take ** off of their list; however, it seems it does not get through to them.

  Business response

  02/15/2023

  The customer has been removed from the call list. 

  Customer response

  02/15/2023

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

• Initial Complaint

  02/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We used this company for a few truckload shipments. They had horrible customer service and attention to detail so we removed them from future loads. I have been asked to be removed from their list over 15 times from 15 different people and it continues to happen weekly. Once in awhile they will respond saying they are doing so and then next week we get an email from a new NTG rep so you can't even block them from sending you emails. They consistently harass us and when we reach out to try and put a stop to it we get no response.

  Business response

  02/21/2023

  This has been escalated to upper management and all contact information for this company will be removed from our call and email list.

  Customer response

  02/21/2023

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

• Initial Complaint

  08/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Over the course of a week, NTG and their brokerage handled 3 return trade show shipments for us. Our representative was *****************************. We had worked with them before and had only minor issues, but this time all 3 shipments had major issues. They were:- Shipment one was set up specifically as an FTL load but the truck showed up partially full. Two people witnessed this when the truck arrived. When they were unable to pick up all of our freight the remainder of our freight was forced which cost us a ton of money.- Shipment 2 required load straps and attentive strapping. This was not done and a piece of freight was damaged as a result. The carrier even apologized for it at delivery. NTG then told us that no damage was reported at drop off.- Shipment 3 was supposed to be picked up at a specific day and time and was not because the representative didn't give the driver the correct information (which had been provided to him earlier). As a result the freight was forced and cost us a ton of money. None of these issues have been resolved to date even after multiple emails and conversations with the broker, yet they are still asking for payment. I have documentation on all of these issues and need help getting the dispute resolved. In total, NTG is trying to bill us a total of $23,000 for these shipments (this includes the 3 inbound and 3 outbound shipments for these shows). Because of the additional costs incurred by their mistakes, we are asking for invoices *******, *******, and ******* to be voided and a credit of $7,545 for damages and extra cost incurred as a direct result of their and their carrier's mistakes to be issued to our account. The remaining balance would then be $8,855, which we would be happy to pay. Attached are pdf email chains containing the exchanges and proving our case. They should be complete but we will provide and missing details as requested promptly. Hoping you guys can help here. Thanks.

  Business response

  03/23/2023

  Good Morning, 

  In response to your complaint. It appears that our team has reached out multiple times regarding claims documents for the loads you are referring to. However, as I look at load *******, I see that is a load from May 2022 and the *** is clean, you are welcome to send us the claims documents but we may already be out of time for them to file this (9 months is typically the cut off) and, with a clean *** that will make this essentially fall under concealed damages, which typically need to be filed within 15 days. 
  
  For load *******, this is also a load from May 2022, but the *** shows shortages. Based on the complaint, it seems like this was short because of they could not get all of the freight on the truck, so therefore that is not a claim that just means they had to get another carrier to complete the load. I do not see damages listed on the *** so this still would be similar to load *******, mentioned above.
  
  We certainly understand your frustration overall; however, we do find fault in the shipper as well. Yes, the truck was booked as a FTL and showed up with freight already on it, but the shipper could have turned the carrier away and alerted us and we would have immediately sent in another truck. As for the lack of straps, that is something that both the carrier and shipper have a responsibility for. The shipper is responsible for properly loading, blocking and bracing the load to withstand the rigors of transport, but the carrier is also responsible for his truck and needs to make sure the same is done before he leaves. The fees are all considered consequential damages, which NTG does not pay, per our terms and conditions.
  

  Regards, 

  Customer and Carrier Experience Team 

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