Initially, we loved that Inxeption offered flat rate (per pallet) pricing for LTL shipments. That was the entire reason that we agreed to change shipping companies and use Inxeption solely for our shipping needs. Review collected by and hosted on G2.com.
EVERYTHING!
This company uses nothing more than a classic bait and switch tactic. Advertise excellent rates and then 3 months later triple those rates. Everything was going fine until one day, I attempted to schedule an LTL shipment, and my shipping account was deactivated. I contacted customer service and was told I never signed my new rate agreement. I never received a new rate agreement. I was never even told that my shipping rates were going to be adjusted. They then emailed the new agreement and told me I had 24 hours to agree to the new rates. Never at any point in time was it mentioned that rates would be reviewed every 90 days, but that's what they were telling me. It is vaguely mentioned in the terms and conditions that "changes could be made from time to time." The agreement that I signed also makes no mention of quarterly reviews. Not to mention that on my agreements, there is no date listed for the service agreement expiration date.
They called and emailed me multiple times a day to sell me on their company's services. I was VERY upfront about what I was looking for, the issues we were having with our freight broker at that time, the concerns that I had in moving forward with Inxeption, and the rates that I was willing to pay. They waited until I had already verbally committed before informing me of the monthly subscription fee. Honestly, I have believed since day one that that fee is a complete rip-off for customers that are only utilizing Inxeption for shipping purposes. I do not, have not, and will not be using any of Inxeption's e-commerce services. So I'm essentially paying a $50.00 subscription to use their horrible app (that they make you use) and to get their "discounted" shipping rates that are no longer discounted.
Now 3 times in the last month, I have not been able to schedule shipments for multiple days. They have required me to sign a new shipping agreement to continue to schedule shipments. They have taken away flat rate pallet shipping rates. I now have to use an entirely different shipping portal for LTL shipments that essentially just looks up rates from various carriers. Over half of the shipments I have processed in the last 2 months have gone through Echo Global. Echo Global is a freight broker. So I am paying Inxeption to broker my loads to ANOTHER BROKER, who then brokers them to the actual freight companies.
Invoices are supposed to come weekly and be deducted from our bank weekly. But they come randomly and are deducted randomly. I have been double-billed for shipments. I received an invoice for $12,000 when it was supposed to be $986. They withdrew $1000 from our bank account instead of $50, and then it took 10+ days to get a refund. I was invoiced $1,218.55 for a shipment I was quoted $228.24 for. It took over a week to get this corrected. The very next week I was invoiced $1094 for a shipment I was quoted $190 for. It has been almost 4 weeks and I still have not received a refund or credit for this invoice. Even though they have admitted the error was on their end and I was billed an incorrect amount.
I can't get a single person to reply to emails anymore. Customer service is pathetic and getting answers from anyone is next to impossible. Every single time I have an issue there is zero sense of urgency from Inxeption in regards to getting it corrected. Sometimes I get no resolution at all. And if I don’t continue to email on a daily basis there is no communication from Inxeption.
For clarification:
I can assure you that I know how to fill out a BOL and have been working in some form of logistics for 15+ years. Correct freight classes, correct NMFC provided specifically for our products directly from NMFTA, correct measurements, correct weights, correct consignee addresses and contact info, all applicable accessorials were selected. These ongoing billing issues are NOT because I made an error when scheduling shipments. Inxeption has admitted to these overcharges being their mistake. But they continue to overbill, and I am still waiting on a refund or credit for the last incorrect invoice. Almost 3 weeks now, and no responses to my repeated emails in regards to the refund. Review collected by and hosted on G2.com.
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