|By David P. Willis, Asbury Park Press, N.J.|
|McClatchy-Tribune Information Services|
"The leg was gone," said Stiebris, who filed a claim with FreightCenter.com, the broker that arranged the shipment.
But what happened about two months later just made her more angry and more frustrated.
FreightCenter.com, which she initially had paid
"I got nothing and then it bounced my account," Stiebris said. It resulted in
Stiebris asked Press on Your Side to help figure out what happened and obtain a refund and reimbursement for damages. Why was she charged? What happened to her claim? It's not clear.
Moved items went missing; should Mayflower pay?
And while it's all still unresolved, we're hopeful that Stiebris will obtain some satisfaction in the end.
First, a little bit about what happened.
In March, Stiebris used FreightCenter.com, a
Stiebris filed a claim with FreightCenter. She later found out that it would cost about
Stiebris said she tried to get some detailed information about the charge from FreightCenter.com. She was told Pilot Freight Services invoiced FreightCenter.com because her shipment was 549 pounds over what was initially estimated. She contested the weight difference. "There is no way my shipment weighed a total of 709 pounds," Stiebris said.
Next Stiebris contacted Press on Your Side and shared some paperwork, including her bank records of the charges and information about her shipment and claim. "They are not responding," she said.
Press on Your Side reached out to FreightCenter.com, but initial calls were not returned. Next, a message went out to Pilot Freight Services. Maybe someone there could provide some answers.
Actual vs. estimate
The shipment was quoted for a price without knowing the exact size of the packaged cargo, and based on approximate dimensions instead of the actual weight. When it got to Pilot's station in
A new bill went out to FreightCenter.com for
It's not clear where the
"As our billing was submitted directly to FreightCenter.com, we are not aware of how they processed the additional charges with
Drake made it clear the issue is between Stiebris and FreightCenter.com, which is Pilot Freight's customer.
"The issue of additional funds being debited from
Regarding Stiebris' claim for the damage, Drake said Pilot Freight Services wasn't notified by FreightCenter.com about the claim for "concealed damage" until
50 cents per pound, and the refund would not exceed
Pilot Freight officials reached out to FreightCenter.com to try to help resolve the problem.
Getting a response
More than two weeks ago, Press on Your Side called FreightCenter.com again for some information. This time, a spokeswoman responded.
"The matter is currently being worked out between FreightCenter and
The correct weight of Stiebris' shipment was updated and FreightCenter was charged by Pilot for the additional weight and dimensions on
Stiebris contacted FreightCenter about the damage on the day it was delivered. FreightCenter and Pilot have accepted all of her documents and are working to resolve her claim, Smith said.
"We will continue to work with
Last week, Press on Your Side asked for an update. A customer service representative sent Stiebris an email.
The company is working with Pilot on the damage claim and the weight dispute, the representative wrote. "Pilot has advised us that the claim review process for these two claims will be finalized in mid September," the email said.
Press on Your Side will stay engaged with this story and will update it when a decision is made.
Meanwhile, Stiebris remains upset over the ordeal. "It's a bad situation and they don't want to make it better," she said.
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