Pilot Air Freight

Pilot Freight Services apologizes for this billing problemAccording to the International Operations Supervisor at the station involved, the customer requested a change in routing to reduce the overall transit time after the original quote was accepted and the shipment tendered to PilotThis change greatly affected the drayage charges of the shipment and we failed to re-quote the shipment immediately to account for this revision.The customer contested the final charges in May of this yearAt that time, a $credit was offered but we did not receive a response if this was acceptedThe Pilot District Manager has been in contact with the customer and a credit will be issued for $(the revised invoice is less than our cost to perform the service)We trust that this concession is acceptable to the customer

Pilot Freight Services apologizes for the delay which prompted Mr [redacted] to cancel his order with [redacted] However, Mr [redacted] had paid [redacted] to ship his order and, therefore, he must request [redacted] to refund his shipping charges

This complaint has been investigated by our Director of Loss PreventionOn or around 12/03/15, we received the formal claim submission from [redacted] with no supporting invoiceOn 12/03/15, we emailed the a Claim Acknowledgement to XXXXXXXX@***.com advising the freight charges needed to be paid in full and we needed an original wholesale invoice (see attachment) in order to complete our claim file and allow us to review this claim for settlementOn 06/15/16, we received a retail invoice, but not the wholesale invoiceOn 08/12/16, a second Claim Acknowledgment was emailed to XXXXXXXX@***.com advising we only received the retail invoice and not the wholesale invoice showing his purchase priceOnce the wholesale invoice is provided, Pilot will proceed with this claim“MsP” was, at the time, fairly new to the position (this is not an excuse) and misspoke regarding the sales invoiceAction has been taken to correct this erroneous beliefThe payment of shipping charges and provision of a wholesale invoice to satisfy a claim is standard industry practice

This company is terribleI requested an after hours delivery because of my job and they denied it, I made arrangements to be available between 9am and 5pm for delivery and was told the driver would call one hour priorI never got a call and he didn't' deliver until after 5:30pm, almost 6pmI've lost hours and pay from work and not even an apology was givenNever use this co if you don't have to