Disputes
Need to file a dispute?
Disputes may be filed online by utilizing our customer platform Growfin. To access the platform go to https://flock-freight.growfinportal.com/login. For more information on using Growfin to file and track disputes, visit our Payment portal page.
Types of Additional Charges
(Accessorial Fees)
and instructions on how to avoid these charges.
Inside Pickup/Delivery
Weight/Dimensions
Notification
Liftgate
Residential or Limited Access Location
Inside Pickup/Delivery Fees
If you are being billed an extra charge for inside pickup or delivery, it means somebody signed for this service on your BOL or delivery receipt. The carrier has invoiced us an extra amount for services that were rendered and required to complete your shipment.
When receiving your quote, you probably did not choose inside service. Per your carrier’s (rules) tariff, inside service refers to any time the driver must maneuver the freight across a threshold via pallet jack, as opposed to simply dropping the freight at the rear of the truck.
If, after researching the circumstances of the pickup or delivery, you feel the inside fee is incorrect, please fill out our disputes form for the shipment in question. If the reasoning isn’t at odds with the carrier’s rules tariff, and it is not marked on the proof of delivery, Flock Freight will dispute the invoice with the carrier on your behalf. Please keep in mind that if inside service is signed and notated on the Proof of Delivery, by the shipper or consignee, it’s near impossible to have the charge removed.
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Weight/Dimensions Fees
Carriers often look at the BOL provided at pickup to verify the information is correct. They verify this information by weighing, measuring, or reclassing a shipment after it’s picked up. If they find any discrepancies between the BOL and the carrier inspection, you will be billed for additional charges.
This is why it’s crucial to use correct information when submitting a quote through the Flock Freight app.
If you feel that you’ve been incorrectly billed for an additional charge, please compile the following information before filing a dispute through Growfin.
In order to file a successful dispute for a difference in shipment weight/dimensions, you must provide a clear and concise argument with supporting documents.
- Copy of the original purchase order/packing slip/invoice matching the weight and dimensions which are listed on the BOL
- Photos of the shipment prior to shipping (if available)
- Product spec sheet/product catalog/product website with:
- Pictures
- Dimensions
- Weight
The product spec sheet/catalog must contain all items listed on the packing slip. After obtaining these documents, be sure to notate the specific items shipped.
Please make sure to use supporting documents that apply to your dispute. Flock Freight will use the information you provided to dispute the additional fees with the carrier on your behalf.
Notify Before Delivery Fees
Notification calls prior to pickup or delivery are often considered an additional service, and carriers will charge extra for them. You will receive a charge if you request a call before or after booking.
The notification call charge will be added whether you request the call in the quote, in the special instructions section of the BOL, or after booking the shipment.
Note: If the shipper requests a notification call, the carrier will invoice the party that booked the shipment. If the carrier requires a notification call during delivery due to the location being gated or limited, the carrier can add such charges. The booking party is then financially obligated to cover all costs pertaining to the completion of the shipment.
To dispute a notification call charge, you must prove that the notification was not requested during or after delivery, and you must confirm this information with all parties involved in the shipment before filing a dispute with Flock Freight. Check the delivery receipt to see if a notification charge was signed for or not.
If you feel there is a notification charge that is unjust and needs to be removed, please submit a dispute through Growfin and we will work with you and the carrier to get this charge removed.
Liftgate Fees
A liftgate fee is charged when a carrier is required to use mechanical loading or unloading devices, including hydraulic or electric lifting or lowering devices. Liftgates are also required for residential pickup/delivery and for any delivery sites that do not have docks for shipments with a total weight of over roughly 50 lbs. It is of the utmost importance, for our drivers to be safe and freight to safely delivered.
If the delivery receipt does not show a charge for a liftgate and one is used upon delivery, there will be an additional charge. If the liftgate was used and the delivery receipt was signed, it will be very difficult to dispute. If a liftgate was requested but not provided by the carrier, or if a liftgate was charged but not actually used, then you can dispute this charge throughPlease be sure to provide a clear explanation and evidence to validate why you feel the liftgate charge was not correct.
Please note: If the shipper/consignee requests a liftgate pickup/delivery, the carrier will not invoice the shipper/consignee for the service, per the carrier’s tariff rules – “If the shipment is prepaid to Flock Freight the bill must go through the same party”. This charge is then passed on to the booking party, who is fiscally obligated for all costs pertaining to the execution of the shipment.
Residential/Limited Access Location Fees
If you see an additional charge on your invoice for the limited access or a residential fee for your pickup/delivery location, it’s due to the additional services needed to complete your shipment.
When submitting your quote, the location type you originally selected was not subject to additional fees. According to your carriers rule tariff, your actual pickup or delivery location is considered a limited access location which requires an additional charge. Please be sure to select the most specific location type when running a quote in the Flock Platform.
Limited access refers to certain types of geographic locations such as schools, military bases, churches, etc. Your limited access location type options are available to select when running a quote in the Flock Platform.
If you feel that the residential or limited access charge was incorrect after researching the location and the carrier rules tariff, please file a dispute through Growfin.
