Ill make this short and sweet. You can then decide for yourself if my complaint is legitimate or not. Im not here to convince anyone of anything, just to simply report our unfortunate experience with Hoekstra/Martini.
We are a freight brokerage, and Hoekstra contacted us about a load we had for tender. They took the load which was to deliver the day of p/u. The following morning we contacted Hoekstra to get an update on if the load delivered since no one bothered to give us a courtesy check call. We were told the load delivered as scheduled.
The load did not deliver as scheduled but that story was maintained by Hoekstra. They continued to lie about the load because they in fact had no clue where the load or trailer was. When questioned multiple times, the same answer was given... The load delivered as scheduled. We requested a POD, but was just blown off and ignored.
6 months later we got a call from our customer that their load finally had delivered after 6 months. Nice way to find out the information. Apparently, their driver didnt feel like delivering the night he was supposed to and dropped the loaded trailer in an empty lot at the receiver without any permission. Im assuming Hoekstra didnt even know this, but eventually they found the trailer and delivered it 6 months after the fact without so much as a phone call to us.By this time, the commodity of the load had lost significant value nearing several thousand dollars.
We paid for the loss of several thousand dollars to our customer because thats the type of company we are. We were hired to a job right and when we didnt, whether directly our fault or not, we make things right. To date, Hoeskstra will not accept or return any calls from us. We did have one conversation with some wanta-be surpervisor but that quickly turned into a screaming match by him, followed up by us being hung up on. The entire conversation was basically us being told 3-4 different excuses of what happened. Once we made it clear to the gentleman that he was either wrong or lying, he quickly changed his demeanor and refused to discuss anything further unless i told him what driver it was. Apparently, if i didnt know what driver did the load, there was no way for him to look into the load. Thats right, it didnt make sense to us either. We know the driver, but when he insisted on us providing that information, it was clear he had no intention of resolving this issue properly. This guy was well experienced in similar calls i can tell you that much. Start out nice, then deflect anything negative, change tone of conversation from a professional one into a yelling match, then ask for information you think the other party wont have, be extremely irrational and illogical, then hang up.
To date, we have not had one call from Hoekstra outside of the initial call on our available load. We may be a broker, but we are a carrier as well and we know how both sides play the game. Its unfortunate Hoekstra couldnt act responsibly and in a professional manner in working this out. We are forced to take other actions and waste even more of both of our time. Hoekstra apparently doesnt know which battles to pick to fight... Because we certainly are not one disrespect as they have.
I will update this case as information become available.
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