Unexpected FedEx charge

[Basil]

A few weeks back, I ordered a glass block window, which I had designed, from a company in Ohio. The price I paid included shipping cost.
When the 186lb box arrived in a medium sized truck, the guy used the tailgate lift to get the box down to ground level, where he was able to use a hand truck to move it to my garage. After the fact, he hands me the receipt of delivery and asked me to sign it, which I did.

About a week later, I received a bill in the mail from FedEx for $184.00!! For what? For using the lift gate to get the box off the truck. I kid you not...apparently there was some fine print on the delivery receipt I signed that said I agreed to be responsible for any additional delivery fees beyond what was paid by the glass block company ahead of time. First, the print was so small and inconspicuous that I didn't even see it and second, I was never informed that if the guy used the lift gate I was going to be charged anything, let alone $184.00!! Honestly the box was heavy but not so much that my son and I could not have easily picked it up off the truck and set it on the ground, which is what I'd have done had I known about the ridiculous charge for using a lift gate.

I contacted FedEx shipping to dispute the charge, but they would not budge, claiming I should have known that using the lift gate incurred this charge and I signed that I'd be responsible for any "additional charges" for the delivery.

I did begrudgingly pay the charge, but I'm seriously considering contacting my State AG and asking if this kind of less-than-transparent fee should be disallowed. In my opinion FedEx should have disclosed ahead of time that, if theft gate was used, I'd be incurring a significant charge. Had I known about the charge, I would have just had my soon help me get it off the truck.

 

[NutmegCT]

You'll love this -

https://www.fedex.com/content/dam/fedex/us-united-states/services/FXF_Quicksheet_2022.pdf

Note the lift gate charge.

And unfortunately, it often pays to read the small print.

 

[Basil]

You'll love this -

https://www.fedex.com/content/dam/fedex/us-united-states/services/FXF_Quicksheet_2022.pdf

Note the lift gate charge.

And unfortunately, it often pays to read the small print.

I was aware of that AFTER the fact (and that's an outdated one - the NEW minimum charge for using a lift gate is $184, apparently). I maintain that this charge should have been explained at the time of delivery - especially to residential customers who don't receive such shipments all the time. The small print DID NOT say anything about what this charge was going to be. I had no idea. Had I arranged the shipping I 'Might" have looked up all the associated costs, but the shipping was arranged by the window company and I had no reason to believe that I was going to have to pay anything.

 

[NutmegCT]

the shipping was arranged by the window company

That seems a common complaint these days - the seller arranges the shipping, and doesn't necessarily inform the purchaser of possible extra charges. As my hero H.L. Mencken wrote:

“Every normal man must be tempted, at times, to spit on his hands, hoist the black flag, and begin slitting throats.”​

 

[Gliderman8]

A few weeks back, I ordered a glass block window, which I had designed, from a company in Ohio. The price I paid included shipping cost.
When the 186lb box arrived in a medium sized truck, the guy used the tailgate lift to get the box down to ground level, where he was able to use a hand truck to move it to my garage. After the fact, he hands me the receipt of delivery and asked me to sign it, which I did.

About a week later, I received a bill in the mail from FedEx for $184.00!! For what? For using the lift gate to get the box off the truck. I kid you not...apparently there was some fine print on the delivery receipt I signed that said I agreed to be responsible for any additional delivery fees beyond what was paid by the glass block company ahead of time. First, the print was so small and inconspicuous that I didn't even see it and second, I was never informed that if the guy used the lift gate I was going to be charged anything, let alone $184.00!! Honestly the box was heavy but not so much that my son and I could not have easily picked it up off the truck and set it on the ground, which is what I'd have done had I known about the ridiculous charge for using a lift gate.

I contacted FedEx shipping to dispute the charge, but they would not budge, claiming I should have known that using the lift gate incurred this charge and I signed that I'd be responsible for any "additional charges" for the delivery.

I did begrudgingly pay the charge, but I'm seriously considering contacting my State AG and asking if this kind of less-than-transparent fee should be disallowed. In my opinion FedEx should have disclosed ahead of time that, if theft gate was used, I'd be incurring a significant charge. Had I known about the charge, I would have just had my soon help me get it off the truck.

View attachment 98311

I believe the onus falls on the supplier of the material..... They should have asked if this is a "Residential" or "Commercial" delivery prior to determining the cost of shipping. Had you said "Residential" I would think they would have told you that a residential delivery would be more $ since it requires a lift gate. I would dispute the charge with the supplier.

 

[Basil]

the shipping was arranged by the window company

That seems a common complaint these days - the seller arranges the shipping, and doesn't necessarily inform the purchaser of possible extra charges. As my hero H.L. Mencken wrote:

“Every normal man must be tempted, at times, to spit on his hands, hoist the black flag, and begin slitting throats.”​

To be fair, the window company (I spoke to them) were unaware that FedEx would charge their end customers for using a lift gate. I don't blame them - I blame Fed Ex for not being clear about the charges I was signing for. Nowhere on the paperwork did it indicate there would be a $184 charge. Yes, there was very small print that said I'd be accepting any additional charges, but honestly didn't think there would be such a charge for using a lift gate for all of 10 seconds. Lesson learned

 

[Basil]

I believe the onus falls on the supplier of the material..... They should have asked if this is a "Residential" or "Commercial" delivery prior to determining the cost of shipping. Had you said "Residential" I would think they would have told you that a residential delivery would be more $ since it requires a lift gate. I would dispute the charge with the supplier.

I don't fault them. See my reply to Tom. Fed Ex guy should have told me about the charge BEFORE using the (optional) lift gate.

 

[Bayless]

The driver keeping it a "secret" is on the bleeding edge of dishonest.

 

[John Turney]

You might look at this: Hidden Fees

 

[JHaydon]

The company I work for ships large items via truck freight. We always ask the customer if liftgate service is needed, because it's our responsibility to pay the freight bill (and to collect that from the customer, and most importantly, to make the customer aware of the additional cost).

OTOH, we ship truck freight pretty frequently, so we know what to expect. If the glass company had never shipped something that large before, then it's not surprising that this was a first for them as well.

But still... billing the receiver without giving the option to skip the service to be billed is BAD.

IIRC, when we had something ungainly delivered here several years ago, the driver did tell me "I can unload it, but that's going to cost an extra $---... " to which I replied, "it's not fragile, just roll it off the truck and let it fall!" And for giving me that heads-up, he got a tip.

 

[YakkoWarner]

I agree that any cost should be disclosed up-front and the customer given the option to consent or decline. My bigger aggrevation would be the amount of the charge - what is that lift gate made out of which costs $180 every time it goes up and down??? I could see maybe a $20 charge for wear and tear or something, but $180?? They only expect to get 20-30 uses out of it before it breaks?

 

[Silverghost]

To be fair, the window company (I spoke to them) were unaware that FedEx would charge their end customers for using a lift gate. I don't blame them - I blame Fed Ex for not being clear about the charges I was signing for. Nowhere on the paperwork did it indicate there would be a $184 charge. Yes, there was very small print that said I'd be accepting any additional charges, but honestly didn't think there would be such a charge for using a lift gate for all of 10 seconds. Lesson learned

I think I need to change careers. If 10 seconds of use cost 184.00, that means they are billing out the lift gate at $66, 240 an hour?!

 

[George_H]

The window company knows. They didn't want to lose the sale over shipping costs. Fedex also knows that if it was clearly readable, knowbody would sign for it.