My original BBB complaint:
I spent several thousand dollars for Dependable Auto Shippers to ship my vehicle from San Juan, Puerto Rico to California. The vehicle made the journey from San Juan to Jacksonville, Florida. The vehicle was then put on one of their vehicle moving trucks for overland transport to California.in Texas, their vehicle moving truck went over the side of the road and crashed, causing over $4500 dollars worth of damage to my vehicle. This included extensive body work, a new hood, new camper shell, and paint.
I have tried for months and DAS will not reimburse me for the damage they caused to my vehicle. Furthermore, they have been of no assistance in addressing my claim with my insurance company who also could reimburse me. I did not keep a copy of the shipping contract, and DAS will not provide me with a copy. Without a copy of the shipping contract, I cannot file a claim with my insurance company. This should be Dependable Auto Shipper's responsibility anyway, as the damage caused was clearly their fault.
It is unsettling to see that this company doesn't take responsibility for its actions, I have a copy of the police report showing that this was clearly their fault.
DAS Rebuttal:
I have reviewed Mr. Bilgers complaint against Dependable Auto Shippers. The following information is being provided to assist you in your response. We want all our DAS customers to be satisfied, and would like to assure you we are making every effort to see that his experience is not repeated. Mr. Bilger states he would like full reimbursement from DAS for the damages incurred to his vehicle. However he did not purchase our Valuation Coverage. He stated his insurance carrier to be: CAICO. Therefore, his Limit of Liability with DAS is $150.00. He also states he never received a copy of the Bill of Lading he needed to file with his own insurance company.
Our records indicate the BOL was faxed to Mr. Bilger on 2/2/06. We closed the file on 3/15/06 pending subrogation demand from Caico Insurance Company. We will be happy to cut him a check for the Limit of Liability since we have not received a subro demand from his insurance company. I would like to extend my apologies on behalf of Dependable Auto Shippers. We do our best to provide quality service to our customers and try to be fair in every case presented. Please let me know if you have any more questions about this move. Sincerely, Glenda Gideon Customer Relations Manager Dependable Auto Shippers
My Rebuttal:
I stated I did not receive a shipping contract. DAS responded they sent me a bill of lading which they did. But I didn't say a bill of lading, I said I needed a shipping contract. Does DAS claim to have sent me a shipping contract? I don't think so. Furthermore the bill of lading DAS faxed me was completely illegible. I do need both the contract AND bill of lading. If DAS was truly concerned about me resolving this even if not at their expense, then they would take the time to send me the stupid documents in a legible form.
I suggest if they are concerned as they state they are, that they do this now. But what then? - I'm sure CAICO will now state that that too much time has passed for them to honor the claim. And that is a direct result of DAS making it so difficult for me to resolve my claim with CAICO - I spent over 6 months trying to get DAS management to return simple phone calls to address simple issues to which they never provided sufficient follow up. DAS had better take an active role in helping me resolve this. And if CAICO gives me grief about this not being resolved in a timely manner, then DAS had better do everything they can to explain how they caused so much time to lapse. Do these simple things and prove you care about your customers as much as you say - it's not much to do.
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