ComplaintsforYRC Worldwide Inc.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  6/29/33- Purchased a 5 pallet load from ****** with a market value of $11,000. Yellow was hired to take care of the logistics of transporting the load from Pennsylvania to Kansas. The load was estimated to be delivered on 7/25/23. On 7/31/33, I still hadn’t heard anything from yellow. The first time I called I was put on hold for 36 minutes and then hung up on. The second time I called, I realized yellow is suddenly outsourcing calls to another country. I was informed that my shipment was in town but it would not be delivered because they’re going out of business. Despite not being apart of our contract, I offered to personally pick the load up myself. I was then informed I would not be allowed to pick the load up either. Called back a third time and got the same response, the load cannot be picked up and the load will not be delivered. She at least offered to email and call yellow, but she came back on the line a few minutes later and said she could not get ahold of them either. I just want my load that I paid for and I will happily come pick it up myself. Tracking * **********

  Customer response

  08/04/2023

  **** ***** **** *** ** **** **
  
  
  My complaint has been resolved. Thanks.

• Initial Complaint

  07/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My freight was to be shipped from Nebraska to North Carolina. It’s been two weeks and it continues to sit in a terminal. Customer service really knows nothing more than you do when you call. The terminals don’t answer their phone. The company is a sham. Corrupt. Someone needs to close this operation down. They have damaged and lost several items of mine before. I was very sad to see the company from whom I made my purchase choose them. I think the consumer should have the option to pick the freight company. THAT would put this company out of business….. which by all rights based on their reviews….. THEY SHOULD BE.

• Initial Complaint

  07/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This freight delivery service is terrible. They had removed the structural integrity off from the original pallet the sender had made to make sure all the items being purchased werent touching to avoid damage. YRC at some point during the shipping process physically removed and took apart my package to make it lighter for their truck. They stacked all my items on top of each other and some of the goods I received. After filing a claim with evidence of damage during shipping. They denied it in its entirety! Slimy, shady, business practices. Please look at all evidence provided in attachment

  Business response

  07/17/2023

  The shipment in question contained used parts.  At the time of delivery, there was no notation of any damage noted on the signed delivery receipt.  Nearly 4 weeks after delivery, the customer reported the damage and filed a claim. 

  Customer response

  07/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: this is a lousy excuse for not acknowledging the CLEAR evidence showing how the delivery was shipped and how the delivery was recieved. They keep pivoting from the evidence that shows them at fault. The timing is Irrelevant in regards to when i filed my claim. Had they had a better damage claim system that didnt send me on a wild goose chase, i would have had a claim in during the same week. I have a business to run and to keep bringing up the time i made the claim is beyond rediculous. In order for me to even fill out their damage claim form it took me a week alone to get the “pre shipment photos” from the seller as they have a business to run and another week to get the invoices and quotes from bodyshops that YRC freight needed for their damage claim form, in regards to how much it would cost to get fixed and where i came up with those numbers. Than on top of that they had me mail it to them because they dont accept online uploads from non account members! So throw another 3-5 days for mailing! Thats about 2-3 weeks just to fill out their lousy damage claims form! Just for them to deny it over the time?!?! What a gig! So to keep bringing up the excuse of “time” is ridiculous. They refuse to acknowledge the evidence of damage and tampering which is clearly visible in their photos. The package was shipped as shown in the photos with a wooden frame around it to prevent damage during shipping. The photos shown on the day of delivery (from the delivery driver) shows it is now missing. Which is proof alone the company tampered with my package and caused the damage done to the products. I have pre photos from seller to show that nothing was damaged and post photos that it is. Furthermore the package was wrapped in plastic cellophane wrap which clearly hides any damage that would of been caused internally, i did not see the damage until i had taken that off. How am i supposed to mark on receipt for internal damage when i cant see what was done to it? Its not visible with what it was covered with. The driver told me to sign to accept the delivery. Nothing was mentioned about inspecting for damage and even then, the damage isnt visible with the packing material covering it. the small time frame i had with the delivery driver isnt enough. The delivery driver was in no way willing to wait for me to fully disassemble and inspect what was delivered as he had other packages to drop off. So their response is just unacceptable.
  
  Regards,
  
  ****** ********

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  YRC has been one of our preferred carriers, and maybe this is just an issue with ******* ** ********* *** -Quoted - $125 to ship & shipped (************) 6/7 - Billed - $125 6/8 - Billed - $113 extra Asked rep what the charge was and we were provided a chart and destination stop receipt showing that my customer took 42 minutes to unload. We were told that because of the weight that only 20 minutes were allowed. We inquired with our customer if that was possible and they replied: "What I know is when he got in the dock he was unloaded immediately by our receiving department. Think he's pulling your leg to get extra time. If he had to wait for a dock to come open he didn't relay that. Plus I think I was the contact and I didn't get a call it was here. Call me if you need to. “ My issues: - A driver using the bathroom, making a personal call, rearranging skids for upcoming deliveries or just chatting with someone on site could easily account for an extra 22 minutes ESPECIALLY when customer confirms there was no call driver was delayed and that driver was loaded quickly - The charge of $113 for 22 minutes when a shipment taking 5 days to deliver at a cost of $125 seems very exorbitant

  Business response

  07/17/2023

  As the customer noted, our records indicate that our driver was detained for 42 minutes at the delivery location in an effort to deliver 1 pallet at 109 lbs.  While there is no evidence that this information isn't accurate, I will reach out to the paying party in an effort to resolve this matter.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  see Attached document
  
  We have been receiving obnoxious repeat voice messages for months now! It disrupts every division I have!  
  We have called several times with no response back from a human being.
  We have contacted YRC, our account is clear!
  Any further phone calls will be reported to BBB,
  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/10/23 I had a big order (10k) shipped from florida. Pallets were supposed to arrive the 15th. Shipping got delayed. Package went from florida to jackson,ms, then to Dallas,tx where it was unloaded and placed on the wrong rail by accident. Package went to California then back to Dallas, tx where it was in Error unloaded and put on the wrong rail again. No notifications or anything concerning the misplacement of my 10k package until I called and spoke to a supervisor. She assured me package would be in Jackson and I’d have it on the 22nd. Shipping update came Package is headed to Illinois!!! 3 different times my shipment was sent to the wrong rails. I still have no package and it’s14 days later and they can’t even assure me my package is there and no lost!!! This has been the worst shipping company I’ve ever used And will never use again and recommend nobody else to use yellow. They have offered no resolution to my problem!

  Business response

  05/26/2023

  I have reached out to ****** via email.  She did not provide a freight bill # and I was not able to locate one that seemed to match what she described.  If there were no other contributing factors outside of our control, then her description of the service she received was disappointing to read.  Once I hear from her, I will work with her to find common ground on a resolution.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yrc Freight has lost a painting wrapped in a crate that is the size of a large door. I've gotten a complete runaround from their customer service since the beginning of March. I have spent more than 30 hours of my time trying to track down this package. We know that it went missing in the North Carolina terminal. Tracking number ***********. I have photos of package being loaded in the rafters at the nose of the truck in the Hagerstown terminal, driver change in Richmond Virginia, load showing all short in North Carolina. After six weeks, North Carolina claimed to have found the package and was going to send it to final destination in Florida. Told me that truck was leaving at 4 AM on Saturday, going to West Palm Beach terminal, switching to a ground lift truck, and then going to be delivered. Still can't find the package. Customer Service does not have the most updated info, actual freight terminals almost never answer the phone, and I want them to find the package. We know it was last seen in North Carolina. Someone simply needs to go find it and ship it. Not refund. Find it! Thanks for your help

  Business response

  05/21/2023

  Based on my internal notes, i can see there have been ongoing efforts on multiple fronts to locate this package, but it has not been found.  I am making one more contact through our Corporate OS&D, who oversees our entire system, dept to try to determine what has happened to this package.   As noted below, I have also reached out to the customer directly and have provided my personal contact information.

  ***** ***** ***** ************************* ***** ******* *** *** **** ***** ** *** ******** ******* ******** * *** ******* **** ***********
  
  I am sorry to hear about your experience with YRC as you’ve described below.  That is no doubt very frustrating.  I hate hearing that the company I work for has let you down like that.  I am going to do what I can to help.  I see there are a lot of notes in my system in regards to trying to locate your shipment, but obviously to this point that hasn’t resolved anything.  I am going to escalate this one more time to our Corporate OS&D contact …that is basically just a specialist that oversees our entire system and can work to try to determine what may have happened with your shipment.  It worries me that this has been missing since March, but we are still going to do what we can to find it.  My contact info is below.  I will do what I can to help.
  
  ********* ***** **** ******** * ******** ******* *********************** ******* ************  

   

• Initial Complaint

  05/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered perfume bottles from a company in New Jersey. The shipper decided to use Yellow Freight. Yellow F. went to pick up the order, and mistakenly picked up the wrong shipment from the completely wrong business. Yellow F. realized maybe an hour after delivery, they delivered the wrong shipment. They delivered 4 pallets of cheese, not my perfume bottles. They setup a time to come back to get the cheese, about a week later. When the driver pulled in the yard, he asked who was paying for the delivery. I told him it was their mistake completely, that I wasn't paying for their mistake. Then approximately another week goes by and I receive a bill from Yellow F. for $2511.25. I immediately called and reported the error, so they began an inquiry into the mistake of delivering the wrong shipment. Unfortunately, 6 months have since passed, and they continue to call everyday, requesting my payment. I cannot even tell you how many people have flagged the account. Apparently not enough, because they are harassing me now. I have threatened to get my lawyer involved. Which is the next step. This is the company contact I was given, and yet this person has never returned my calls. ******* ***** ****** **************************** Phone: ************ *** *****

  Business response

  05/21/2023

  Based on my initial review, it does look like an unfortunate series of errors and assumptions led to the customer receiving the wrong shipment.  I am confirming details on my end, and assuming there is nothing more to this, I intend to remove all freight charges from her account in regards to this bill.  I sent her the following email and will follow up with her this week:
  

  Hi ____– I am following up on the complaint you’ve issued with the Better Business Bureau as noted below.  I apologize for the poor experience you’ve had.  Based on what you’ve described below, I would be extremely frustrated myself.  This is the first I have seen of this issue, so I will look into it further right away this week and look to get resolution.  I just have to make sure there aren’t any other details on my end that would impact how this w/b handled, but from what I am seeing initially it just looks like this has been handled really poorly on Yellow’s part.
  I will be back in touch soon.  In the mean time, hear is my contact information should you need to reach me.

  Customer response

  05/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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.
  Regards,
  
  ******** ********

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I shipped a brake lathe on a pallet to ****** ********* ******** *** ** ******* ** from Northridge, CA. I Paid $100.00 extra for expedited shipping. It was delivered 2 days late, which was on the normal delivery date. Yellow customer service says it would have been even later if I hadn't paid for express shipping. Now they are trying to charge my customer $75.00 because it is a car dealership. Their program when I paid online for the shipping did not charge me for the shipping to a car dealership even though it was apparent that it was shipping to a car dealership. I don't see the reason for the charge as the dealership was easy to pull into from the highway and they offloaded the pallet using their forklift. Another problem is that they continue to send past due notices from ******* ***** ****** who when I contacted her, says that she doesn't work in that department any longer. I would appreciate it if they would remove the $75.00 charge and stop sending my customer past due notices. **** ******* **** * ************ **** *********

  Business response

  05/21/2023

  In researching the complaint, the freight bill # referenced by the customer did not match any of the details they listed.  I also searched for a different freight bill that would match, but was unable to find one.  I followed up directly with the customer, asking them to confirm the # so that I can better assist.  Here is a copy of my followup email to them:

  ***** ***** ***** ***** ******* *** *** **** **** ** *** ******************** ******** ********* * *** ******* **** *************
  Good morning.  I am following up on a complaint your company issued, that was routed to me via the Better Business Bureau.  A copy of the complaint is noted below.  In researching it, it appears to me the freight bill # referenced is not the correct #.  That freight bill # does not show to be a shipment that matches any of the details noted in your complaint.  I did search to try to find a different # that matched your details, but was not able to find anything that seemed to be the right one. 
  
  I apologize for the poor experience you’ve had, and I would like to help.  Please confirm the freight bill #, and feel free to reach out to me directly.
  Thankyou.
  ***** **** ******** * ******** ******* *********************** ******* ************  

   

  Customer response

  06/09/2023

  I have been in contact with ***** **** YRC customer support. He emailed me on 5/30/2023 that he would look at it and get back to me. I am waiting to hear back from him.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a shipment that was shipped out of Florida on 3/7 and was expected to arrive on 3/14….Today is now 3/21 and it has been sitting in San Francisco for the pass few days with no movement. Customer support has not been helpful - I’ve reached out to them daily and they keep telling me it will be delivered next day. 2 weeks for any shipment is absurd. Customer support said they take care of priority shipments before any “ground” shipments are fulfilled. This seems to be the normal operations for YRC - I would highly recommend to avoid using this company unless you don’t mind waiting up to a month for delivery or have your items lost in transit. This is the worst company I have ever had using and will let my suppliers know to avoid them at all cost. Hopefully we won’t ever have to deal with YRC ever again. *** *************

  Business response

  05/24/2023

  This shipment moved from FL to CA as a Standard Ground move, which does not carry with it any type of guaranteed delivery.  With that said, it was projected to deliver on 3/14, and did not actually deliver until 3/21.  Understandably that is a delay beyond what should be expected even for a non-guaranteed service.  I have reached out to this customer and have provided my contact information for additional followup.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩