Need your suggestion please.

I don't deliver any of it until I get the second stop worked out as far as pay .

 

Welcome to TQL. It is amazing that they could have gotten as large as they are with the games that they play.

Without pulling the contract I would imagine that they have language addressing this in it. So you may not be able to get much from them. They could careless about miles or changes or anything. They want to bring the conversation back to miles and reality is it is about the day that you lose. Keep it on that and tell them to forget about the miles.

You are now into the stage that you need to send an email to your contact with a time limit on the response. Then it escalates to her manager.

I honestly don't know how much that is going to help. Good luck even getting someone to tell you who the boss is. We just went through this with something similar.

Best of luck and please let us know how it turns out.

 

I understand the TQL hate. I really do. This sort of thing isn't exclusive to them. At this point you need to tell them what to do. Not saying you need to be a bully, but communicate and be clear that they don't have the option to do nothing. I had this happen twice recently. Once with TQL (first of five stops refused due to shipper damage) and another with a new, different customer (too many pallets of expensive seafood on the truck that had to be returned to the shipper). With TQL it got worked out, although there wasn't a reload in play, the remaining stops on the trip included two WalMart DCs that could have tied up my truck for days with rescheduling. What I figured out in both cases was the broker really had no clue as to how to deal with the problem since he'd never had to before. So I did their thinking for them and laid out the options.

You need to decide what YOU need them to do, considering your constraints with the reload and whatnot. Even better if you can give two or three options (cost and schedule). Even more better if your offer is sensible and you can articulate how you arrived at your proposal. Once you decide what you need, do as BBB says and keep at it. Eventually you'll reach a decision maker who will agree with one of your options.

Obviously the choices are: reschedule, cross-dock unload, or detention + penalty for the dropped reload. Price them out and tell them to choose one. You want to keep it equitable and retain a customer that screwed up. At least that's what it sounds like. Document everything and make sure they (TQL especially) sends you an updated rate confirmation with it in writing. I doubt you will have to do anything all that extreme except be patient and try not to get nasty with stupid people on the phone.

 

May I make a suggestion,

I would do the load as agreed in the first place, drop the second load and be responsible for the second drop even if it bites into the profit.

Then after delivering the load never touch them again.

Never dealt with them but here is the headquarters information

4289 Ivy Pointe Blvd Cincinnati, OH 45245
(800) 580-3101

Best of luck and hope it works out for you.

 

STOP WITH THE THREATS. This is a business and regardless of how unprofessional they are acting you need to act like a professional. Fact is your driver accepted the load so you are responsible for it. If you didn't want to be responsible for it you should have had the second drop removed or the whole load removed. But you are past that point.

And I suspect that they knew about the second drop and the spread out appointment. But could not get it moved and make money with the schedule.

But if you are making threats and you eventually get to someone reasonable you will be the "crazy" lady. And then all the legitimate issues you have about how this has been handled will be lost. Just how it is in business.

But sounds like you have gone all day without getting it moved up the ladder. I suspect now you are waiting till tomorrow. Your lady is ignoring you so make her pay for that. Call corporate, stay calm and explain what is happening, what you need (new rate confirmation, your rate, rescheduling, etc) and most importantly not to hear from the lady you are dealing with but from her boss.