Echo Global Logistics

David, I apologize for the damage which occurred during the transport of this hand-made carpetAs discussed, I will work with you directly to further pursue this claim Thanks, Jeff ***

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Contact Name and Title: [redacted] Sales Analyst Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @echo.com The fees charged to Echo by the carrier were added at the request of Mr***'s customer (***)Unfortunately, as Mr***'s customer is not a customer of Echo, there is no way for us to demand payment from that party Echo is responsible for payment to the carrier of the additional requested charges (we have already paid the carrier for them), and so as our customer, Mr [redacted] is liable for those chargesIf he would like us to produce an invoice for the charges that he can show his customer, we can certainly do thatBut in order for this bill to be settled, the invoice must be paid Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a settlement offer from EchoI am awaiting invoice indicating this is payment in full for this transaction Final Business Response / [redacted] (4000, 9, 2015/06/29) */ Contact Name and Title: [redacted] Sales Analyst Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @echo.com [redacted] received an email from [redacted] on Friday, June 26th at 4:34pm CST with an updated invoice showing a new balance due of $565.00, which is the discounted amount agreed upon by ***, [redacted] , and CouriWe are now awaiting payment for the final invoice by Mr*** Final Consumer Response / [redacted] (2000, 11, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is unfortunate I had to spend my valuable time with this foolish issue and that it took intervention on the part of Revdex.com to resolve thisThank you Revdex.com

Initial Business Response / [redacted] (1000, 8, 2014/07/30) */ Contact Name and Title: [redacted] Sales Analyst Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @echo.com Thank you for your concern and inquiry After interviewing all the internal parties involved with these shipments, we have found that to every point of concern submitted by Ms [redacted] , Echo has provided responsive and transparent service to [redacted] (our customer) On bill XXXXXXXX-X, the shipping location ( [redacted] mistakenly switched pallets and shipped the wrong goods to two separate customersEcho assisted in correcting that error by re-consigning (re-directing) both shipmentsRe-consignment is considered a non-standard service in the LTL industry and does take time, which is a function of the trucking companies and not Echo, which readily worked with [redacted] to remedy their error On PRO XXX-XXXXXXX-X, that shipment delivered on 7/According to our records, Echo responded on 7/via email to Central Transport within minutes of their initial request for storage charges for approvalThe delay was simply between the carrier and the consignee (a residence, which in the LTL industry, takes additional time to deliver because special equipment and appointments are required)The storage fees are legitimate and passed through from the trucking company, as the final customer was on vacation while the carrier was attempting delivery On invoice XXXXXXXX-X, it was the decision of the customer to re-ship goods to the "correct" customer before the original "wrong" shipment completed its re-direction (at the request of [redacted] per point 1) On all these points, Echo has provided exceptional service and communication to all the parties at [redacted] their customers, and our vendorsWe have consistently demonstrated our commitment to handling all day-to-day shipments and any exceptions that arise in the course of business Problems that arise in the course of shipping goods across the country are indeed frustrating! But having a partner like Echo to assist in juggling the many tasks required and parties involved in remedying any issues is certainly valuable, as [redacted] has demonstrated to Echo as a valuable customer of ours for over years Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) On points number and Echo notified us of which carriers were going to be hauling which goodsWe attached the labels accordinglyAt last minute, someone somewhere switched the two companies and did not notify us so when the trucking company arrived they just picked up and we were unaware of the changeOn point #3- it shouldn't take days to get the shipment redirected On point number 2- I also want to point out that this order left our factory on June and it wasn't delivered until July 21stThis customer never went on vacation- it was to be delivered to a barn that is manned hours a day days a week- I have requested proof that this customer was contacted and the customer said "I'm on vacation" but no body can seem to produce itIt wasn't until WE made contact on July 16th that any records start on this caseIt is also typical for companies to notify you if for some reason a product is going into storage to contact youIn this instance no one contacted us! Ever and if they had I would have said NO! But since Echo/Central were holding my product ransom I had no choice but to say "I approve"- they both put me in a very bad spotI do believe that if we had not put pressure on Echo and Central that this order would be sitting in storage still racking up fees to be passed [redacted] to me And as an addendumI shipped another order with EchoIt was supposed to have delivered to a customer in south TexasThey set up an appointment with the customer and never showed up or called the customer to notify them that the order would be delayedThen they wouldn't deliver the next day- they rescheduled it for the next weekPro # XXXXXXXXXXX I can safely say that if our customers are not given some sort of credit for the trouble that they have put us all through that [redacted] will no longer be a customer Final Business Response / [redacted] (4000, 12, 2014/08/07) */ We can certainly understand your frustration with these recent shipment exceptions occurring together in a short time span! [redacted] account representative, David [redacted] has called Ms [redacted] at the number provided twice this week and left voice messages without a responseWe would like to come to a resolution on these issues and discuss a possible discount, but [redacted] would like to speak with Ms [redacted] directly concerning all the listed issues As it stands, Echo has absorbed over $in additional costs from carriers for [redacted] this summer due to inaccurate measurements provided to Echo on two separate shipments, so it is well within our policies to assist our customers in resolving issues like these

Initial Business Response / [redacted] (1000, 7, 2014/05/12) */ Contact Name and Title: [redacted] Sales Analyst Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @echo.com We appreciate the feedback from Mr***However, Mr [redacted] is not our client and Echo has never received payment from him for any services rendered that complaint belongs with his vendor (Echo's actual customer) That being said, Echo took all possible steps to rectify any pricing or service misunderstanding, including taking a financial loss for our customer and upgrading service at no additional charge to ensure final delivery to Mr***We, however, do not have any control over financial or payment arrangements between Mr [redacted] and his vendor The employees at Echo Global Logistics work tirelessly to ensure an excellent experience for our customers, and with the lessons from this move, will continue to provide best-in-class service to all our customers Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I thought long and hard about filing a complaint with the Revdex.comUsually, if I am not satisfied with a particular service provided to me, and depending on factors such as the nature of service, my history as a client with the business in question, etcI would try and have a private dialogue directly with the providerAs much as possible, I would try and provide constructive feedback - i.esuggestions and recommendations, coming from a customer's perspective, instead of just complaintsAlso, I do not apply the "The customer is always right" rule, which I consider unfairOne could see from the history of the correspondence exchanged with ECHO Global Logistics in this particular case, that I gave the company the benefit of the doubt and a chance to provide me with the information showing that they were not at faultTo this date, I have not received a response I did end up filing a complaint about ECHO Logistics, because: Although I did not contract them directly, they were the service providers responsible for the leg of my shipping that took place in the United StatesPayment to ECHO was provided by me through [redacted] in [redacted] and [redacted] They misquoted the service they were to provideThe information about type and size of shipment, origin, destination, and delivery details was comprehensive and transmitted to ECHO in due timeThe "pricing or service misunderstanding" mentioned in ECHO's response is an actual error that they refuse to admit having committed; They refused to bear the additional cost incurred by the mistake they made in quoting the serviceTo add insult to (financial) injury they basically left no choice to Oceanaire (who had no responsibility in ECHO's misquote) but to bear this additional charge, in order for my shipment to proceedECHO did not take any financial loss for [redacted] me or anyone else Delivery of my shipment was delayed by an additional week because ECHO left (forgot?) it in Miami (This detail was not included in my original complaint as there was not enough space in the complaint section)ECHO mentions a service upgrade; there was never such a thingThe delivery of my shipment was to be made at apt [redacted] floor) at [redacted] It was made at apt [redacted] floor) at [redacted] with no additional services I do not wish to go any further in this case; however I deemed this statement essential in order to re-establish some factsThe response received from ECHO Global Logistics shows the same sub-standard level of diligence, honesty and accountability demonstrated by this company throughout the entire process, and I wanted to ensure that other customers are aware of the quality of the business conducted by ECHO It is to be noted that during the week that followed delivery of my shipment, [redacted] ceased all business with ECHO Global Logistics Sincerely, Ms [redacted] Final Business Response / [redacted] (4000, 11, 2014/05/30) */ We appreciate Mr***'s feedback as we are always looking to improve our service for everyone involved in each shipment we execute As of this writing, the financial complaint has been settled with our customer (Oceanaire), including our absorption of many costs associated with this move above and beyond the initial quotation Because Mr [redacted] is not our customer we have never contracted with Mr [redacted] or received any payment from him we have resolved this case to the best of our ability Final Consumer Response / [redacted] (2000, 13, 2014/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) At this point, I have no further comments on ECHO's business policy, practices and ethics

Initial Business Response / [redacted] (1000, 7, 2015/07/21) */ Contact Name and Title: [redacted] , Sales Analyst Contact Phone: [redacted] Contact Email: [redacted] @echo.com According to our Team Lead for the account that was servicing ***, her complaint is not towards ECHO [redacted] is having issues with Central Transport Int- delivery issues and lack of communication by CTI (the carrier moving her shipment)Our Team Lead, [redacted] , spoke to her again on 7/6/and she is extremely pleased with ECHO and said she would let the Revdex.com know in a revised letter

Initial Business Response / [redacted] (1000, 5, 2014/06/12) */ Contact Name and Title: [redacted] Sales Analyst Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @echo.com Our customer's origin location in [redacted] loaded the wrong carrier with Mr [redacted] 's shipmentWe had a load going to [redacted] from the same location and this location loaded both loads on that truckCarrier attempted to deliver both loads to [redacted] location, which they rejectedCarrier reached out to us to find out what to do We then worked with our customer [redacted] to find a solutionOnce everything was figured out we were able to get another carrier to move this freight to final destination in [redacted] Load has been at their terminal for a couple days awaiting an appointment timeWe have confirmed times for carrier and they will be delivering today, 6/12/ Unfortunately, Mr [redacted] is not a customer of Echo Global Logistics we have never asked for or received payment from himHowever, we will work with [redacted] (our customer) to see what we can do about compensation Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand the position they are taking and the mistake seems to not be entirely their faultI wish I was notified when they discovered the mistakeI am still annoyed that I was not aware of the delay in deliveryI am waiting to see what compensation is decided before I officially move on

Initial Business Response / [redacted] (1000, 5, 2014/11/18) */ Contact Name and Title: [redacted] Sales Analyst Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @echo.com ***, We appreciate your continued patronage of Echo for your freight shipping needsIt's unfortunate you had a bad experience while working with uaI went through the timeline of the shipment to find out where the issues aroseWhen you asked for a price you simply stated the zip codes, pallet count, weights, dimensions, and value for insuranceThere was nothing stated about when the shipment would have to deliver by or anything noting the urgency of the shipmentYou were quoted options, all stating that they had estimated transit times from four to five daysYou selected [redacted] which was cheapest option which had the slowest transit time at an estimated days in transitThe shipment picked up 10/15/and it was delivered short on 10/22/2014, on timeWhen Echo was notified that the shipment was received short we reached out to the carrier to have the do a dock check to find the missing pallet and deliver it as soon as possibleThis needs to be coordinated from the origin to the destination and all the terminals in between to find the palletIn this case, the pallet moved from [redacted] to [redacted] so there were several locations that needed to check to find the palletSince that can take time we have to allow the carrier 24-hours to find where the pallet isEcho communicated this to you because that is what were told directly from [redacted] in the attached emailIn your case the additional pallet was found and delivered two days later than the original, estimated transit The shipment was classified by Echo based on the dimensions you provided: pallet at 48x40x76", pallet at 48x40x83", and pallet at 48x40x49"The carrier's inspection stated that all three pallets were 48x40x78" each which changes the freight class and the chargesAfter you provided the packing slip we were able to dispute these charges and resolve the additional costs associated with the shipmentThe invoice will be corrected back to the original quoted amount of $as the issues with delivery were resolved quickly and although unfortunate are part of the industry when shipping with estimated transit timesI hope this will resolve the issues surrounding this shipment [redacted] Echo Global Logistics

Echo is working on [redacted] behalf to counter the two reasons [redacted] has rejected [redacted] claimWe have forwarded the clean bills provided by Aminco to [redacted] in an effort to counter one of their reasons for their rejected claimThey are still stating that the freight was not packaged correctly for LTL freight, but are continuing that dialogue as wellWe will follas soon as we have more information

Hello [redacted] , Our records show that the carrier paid us $for a refund in freight plus their maximum liability coverage, which we sent to right on you in the form of a checkAdditionally, we added $3,in that first check for damageWe then sent out a second check on 5/for a total of $Finally, we are in the process of providing you a credit card refund of $for the freight cost you paid usIn total, that will equal a total of $8,to you We thank you for your patience during this process