Spartan Trucks / Dial-a-Truck – Attempting to Charge Me for Their Own Vehicle Selection Error

I am extremely disappointed with the service I received from Spartan Trucks through the Dial-a-Truck platform.

When making the booking, I provided all the required information, including the dimensions and weights of the equipment to be transported. I was specifically asked by a Spartan representative, Sima, to advise what would be loaded so that they could ensure the correct vehicle was quoted and dispatched.

The load consisted of pharmaceutical refrigerators/freezers. After receiving all the information, Spartan confirmed the booking and advised that everything was in order.

On the day of collection, a closed-body 4-ton truck was dispatched. Upon arrival, it became immediately apparent that the vehicle was unsuitable because the rear door opening was too small for the refrigerators to be loaded upright. The driver himself informed Spartan’s office that the truck provided was not practical for the load.

What was even more concerning was that the office allegedly instructed the driver to “make a plan” and suggested loading the refrigerators on their side. These are pharmaceutical refrigeration units with glass doors, refrigeration systems, and backup batteries installed. Any competent transport operator should know that such equipment should not simply be laid on its side, as this creates a significant risk of damage.

The collection could therefore not proceed, solely because Spartan dispatched an unsuitable vehicle despite having all the necessary information beforehand.

To make matters worse, I was later informed that Spartan intended charging me for the failed trip, including driver, fuel, and kilometre costs. I find this completely unreasonable. I am the customer, not Spartan’s load planner, transport supervisor, or fleet manager. I provided all the information required for them to assess the load and allocate the correct vehicle. The responsibility for selecting a suitable truck rests entirely with the transport company.

Several days later, I was advised that there was still no suitable 4-ton drop-side truck with a tail lift available in Cape Town and that alternative arrangements might be required. This further demonstrates that the original vehicle dispatched was inappropriate for the load from the outset.

Customers should not be expected to absorb costs resulting from a transport company’s failure to properly assess a load and dispatch a suitable vehicle.

I would appreciate Spartan Trucks reviewing this matter, withdrawing any charges related to the failed collection, and taking responsibility for the consequences of dispatching an unsuitable vehicle despite having been provided with complete and accurate load information.