Intermodal Service Scorecard : Spring 2024 September | 22
What We Heard — J . B . Hunt
Positive-Neutral Negative
“ J . B . Hunt has been a great partner ; they are consistent , and I don ’ t feel like we are small . They worked with us last year on getting payment terms , and I feel like they really value the business , especially if I have a problem . Recently it has been a bit confusing on the organizational changes , but I am overall happy .”
“ Everyone on the J . B . Hunt team is amazing . They communicate well and business flow is great !”
“ They have been a very good partner handling freight out of the West Coast .”
“ J . B . Hunt has been of immense help getting an intermodal program set up for our sister company in Mexico . They are good at communicating with the entire team involved in clearing our shipments at the border . We have had problems with availability , but they are quick to offer options . Using intermodal is a cost saver for the company — timing on delivery is the biggest issue because the end customer is very demanding on the dates of arrival .”
“ J . B . Hunt meets our delivery appointments over 97 % of the time . They have consistently increased capacity commitments as we have grown our business . They are a trusted partner .”
“ Communication is always great and usually pretty quick .”
“ For the amount of loads J . B . Hunt handles for us , J . B . Hunt provides great service and value . They are a reliable IMC . Our customer rep is a rockstar !”
“ Great service , customer service and value . Always on time , quick to pick up .”
“ Very easy to do business with , provides sufficient equipment and service levels . Some pricing adjustments are needed for certain lanes .”
“ We love working with a great person with J . B . Hunt . She always is the first to update us on any kind of issues ; provides very thorough , timely status ETAs ; and is always willing to take more to help my plants out with a jam .”
“ J . B . Hunt has by far exceeded my expectations . They are a pleasure to work with and make things happen !”
“ J . B . Hunt intermodal has become my most trusted intermodal carrier . I have given them all my time-sensitive loads and they do a fantastic job . When J . B . Hunt is on the load , I know I don ’ t have to worry .”
“ Very helpful . Updated daily on scheduling . Great online tracker to see where load is at .”
“ We have started using expedited rail service through them and it has worked well . I feel like they are arrogant , and I should be privileged to use their services . They have been slow to come up with trailer lock solutions to prevent seal discrepancies .”
“ They ’ re our partner only when they need us . It ’ s difficult to rely on J . B . Hunt in the long-term .”
“ J . B . Hunt has way too many CSR teams doing operations . We have multiple points of contact for various stages of a shipment ( pickup , appointment scheduling , delivery , etc .). We often re-explain issues when something goes wrong on a shipment . J . B . Hunt would have better customer experience if one representative was responsible for all aspects of a shipment .”
“ Onboarded within the last six months . Overall performance is improving after initial hurdles and complex issues have been systematically resolved . Seeing improvements on pickups / deliveries vs . targets , but further room for improvement exists .”
“ J . B . Hunt has boxes in good condition , but they don ’ t have as much capacity . We can handle all destinations because they go through different customs , but they don ’ t have capacity on weekends , which impacts my weekly cargo projections .” ( Translated from Spanish )
“ J . B . Hunt has poor communication skills , which is the least they should be doing . They are always late and when we ask for an update , they never reply to us . That is completely unacceptable and frustrating . We must wait until the trailer arrives whenever it wants since no one wants to let us know why its late or an ETA .”
“ I believe they cater to the bigger companies , and do not cater to their smaller ones . I also believe they do not listen when their customer talks . We walked away from doing business with Hunt for these reasons .”
“ Horrible . Countless detention fees when there was no detention at all . If a container notifies by the rail early Friday morning , why does J . B . Hunt try to deliver late Friday evening or on a Sunday ? Because they can charge detention fees , that ’ s why . I have had four loads in the past year get randomly held for inspection . This has never happened with any other carrier and still hasn ’ t . Goodbye and good riddance .”
“ Account managers do not communicate , and they change too often . Always lots of capacity , just can ’ t seem to figure out service .” www . spglobal . com | www . joc . com © 2024 S & P Global