Haul Bikes

I do not know how to respond to this message from Daily Direct Haul Bikes. I want to know what the refund will be. The bike was originally slated for a Sept 19, then Sept 26, then Oct and now October 15-17. They claim to West Coast shippers. How does it takes a bike almost days to go miles is beyond me. This bike has taken more than a little longer. If they did not have a designated route or driver then why did they say they did? Why did they accept my contract? Why did they tell me weeks from pickup to delivery. Why does there website say day guarantee? Why does there website say you can track your bike which is not true. I asked and she said there not set up for that So, I want to know what the refund is going to be? I saw on other complaint websites they gave a $refund which is nothing for the hassle and B.SI have had to put up with. Plus in a picture that I requested to ensure they actually have my bike, the mirror is messed up. I need to check the condition of the bike before I accept anything. So, what is the refund? *** A ***

I have been informed that the denial determination will standWithout going over everything that was already addressed in previous statements the basics are that the customer signed off on a clearly obvious condition report with huge angles of a motorcycle with any preexisting damages noted which the customer has signed with each previous shipment as well knowing exactly what this obvious document wasDamage being claimed is to be in a very noticeable spot on the tank which in addition was not reported to us until days after taking possession of the bike and it is not reasonable that this damage would go unseen at time of delivery or for days after taking possession of this highly anticipated delivery We will not make payment for something we believe we did not doThanks!

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Deborah *** ***I accept the $refund to my credit card.***Thank you so much for your diligence in this matter It is greatly appreciated!

The owner of the company has been in contact with the customer and has tried to resolve this matterThe facts around this are that this is a repeat customer that is familiar with our processes and proceduresCustomer signed a contract and upon delivery he was asked to sign off on a very clearly
labeled inspection report that he is familiar with from previous shipping and he did soThen days later he called to report damageHe is demanding full payment for something we believe we did not do and has stated numerous times that he would not accept anything lessHe has also stated that he had been looking for this type of bike for a very long time and that the bike was in perfect conditionThe inspection report completed before taking possession at point of pickup was noted with a lot of scrapes, scratches, and damage and was signed that way by the releasing dealership where we picked it up fromCustomer states that we delivered at night which we did but he informed the owner that he was very excited to get the bike and could not wait to see it yet claims to have rolled it into a dark garage and never looked at it again for a full days??? One would think that someone excited to see their new purchase that they couldn’t wait to receive would have turned on a light and looked it over or at least the following morningThe situation doesn’t make sense and he signed off on a condition report that is clearly visible that it is a condition report with large views of a bike with damage notations from pickupPer contract any discrepancies from original inspection and actual condition of unit upon delivery are to be told to the driver and yet this did not happen for a full days after accepting deliveryWe are completely unaware of what may have happened after delivery while in the customer’s possession for days and would not be liable for anything that may have occurred during that time frame

As stated in the original reply the adjustment amount can’tbe accurately determined until after the bike has delivered since the amount isbased off of the actual shipping timeframe that we are over the estimatedtimeframe that was provided at booking. Once the unit is delivered which shouldbe within the next few days we can process the price adjustment request so wecan inform you of the amount. The shipment was processed Aug. 21, 2015 with an estimatedtimeframe quoted as about 2-14 days out for pickup and about 3-4 weeks laterfor delivery which gave this shipment an anticipated target date as Oct. 2ndwhich has remained the same since this shipping request was processed.  Since we ship on a first come first servebasis and we are aware that we are currently shipping over our 28 day average(Not Guarantee) since all the trucks were booked and running full we quoted/informedyou this shipment could be about 6wks and if the quoted timeframe was notacceptable as the customer it is then your choice as to whether or not to moveforward with the shipping request. An inspection report is completed at pointof pickup before the driver takes possession of the unit and the deliverydriver will go over this report with you upon delivery as you evaluate thecondition of your bike. I will check this shipment daily and once the system showsthat this has delivered I will get the adjustment calculated and send you anemail from your order information to inform you what the shipment was eligibleto receive for the delay and any inconvenience and hopefully that will beacceptable to you as well so we can resolve the issue. Thanks!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

On Sun, 8 Nov at 1:50 PM , [redacted] wrote:I received a $150.00 refund.  I have been waiting to see what they were going to do.  Am I happy about this.  NO.  If I would have rented a bike for the extent of time they were late it would have costed me over $1000.00 and that was for 2 weeks.  So, there $150.00 is something.  I have to pick my battles.  I at least have my motorcycle.  Will NEVER use this company again.  Was told I would receive a survey to fill out and never did.  Doesn’t surprise me.  [redacted]

I received the pictures and I did forward them over to [redacted] of the company for review as that is what he was requesting for comparison. The photos were reviewed and I am happy to inform you that I have been informed that with the submission of these pictures the damage claim denial has been reversed and we will be issuing you a check for the balance of the repairs after the $500 deductible. If you have any further questions or concerns please feel free to contact me directly and I will be more than happy to assist you. Thanks you!

I do apologize as this shipment did take longer than the original timeframe that was quoted at booking. We would like to offer you a $100 credit for the hassle and any inconvenience it caused which can be credited back to the account used to pay for this shipment. Thanks!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11531379, and find that this resolution is satisfactory to me. 
Regards,
Jon [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

There was some acknowledged damage that occurred to the fender of this unit during transportation and a damage claim was received with a resolution in process.  However, upon contacting the dealership that had approval to replace the fender and confirm the return of the damaged fender per the...

policy they stated they were not sure that the customer would approve that but wanted to let us know that all the other damage was approved.  With this information we sent a manager to look at the unit to discover that the bike had been in an accident. After reviewing the bike and actually seeing the damage to the fender it was discovered that the fender had very little damage at the tip of the fender and didn’t need to be replaced and could be repaired for far less. The owner of our company has called, left voicemails, text, provided his personal cell phone and email address to try to discuss how to proceed, with a little bit of phone tag being involved it was ultimately decided to inform the customer with the reasoning to why he needed to speak with him due to the discovery of accident and physical inspection of the bike. This exact information above was text to the customer 11/29/16 as we will not be replacing the fender and would need to discuss repairs since this damage was also submitted through another insurance claim and have yet to receive any response after advising the customer of the details surrounding his claim.

The customer was contacted directly with apologies as his claim was left open Pending Incoming Documentation when in fact all documentation had been submitted. The claim was immediately forwarded over for processing and a determination was reached the following day. The customer was then contacted...

right away with this information and the issue has been resolved hopefully to his satisfaction as well. Thanks!

I am responding to the complaint received regarding damage claim/shipping (order # [redacted]). I will start with the fact that all shipments are quoted with an estimated shipping time frame which is based off of driver availability and routing at that time when the booking occurs. This shipments...

estimated time frame quoted gave this shipment an anticipated deliver by date as Feb. 23rd and this delivered Feb. 25th. Customer upon delivery immediately informed the driver that there was damage to the lower bottom of the trailer. The driver did show the customer that this damage was noted on the original inspection report that was completed at point of pick up before taking possession/loading unit. Customer insisted that this was new damage and requested a damage claim packet which was submitted and later denied since the damage being claimed was on original documentation completed at pickup. The customer was contacted by [redacted] of the company to inform him of the denial determination of the claim. After several months the customer stated he wasn't aware the claim had been denied so there was a discussion with his representative reviewing notes and dates that this occurred. Customer still disagreed with the determination and continued to express this so the claim was re-opened and [redacted] worked with him directly to resolve the matter. Since we had documentation showing this damage was present upon pickup [redacted] requested pictures from the posted sale or something to compare to show before we took possession that could show that the damage he is claiming wasn't present and was different than what we had noted... After many emails and conversations nothing was sent to verify this as [redacted] was informed that he could not find any pictures from the sale and claims that the previous owner had no pictures anywhere so he was in a dilemma as he had nothing to show that the damage he is claiming is different from the damage we have noted on our inspection. Per this the claim remained with the denial determination due to all our documentation noting the damage and his failure to provide any proof otherwise. Thanks!

I apologize for the dissatisfaction you have for our services and our damage claim process.  We have set up the process of reporting to protect ourselves from numerous customers who may be apt to file false claims against our company after they receive the unit.  The damage was reported to us 8 days after the bike was received.  As a company, we have no idea what course that unit has taken in those 8 days.  All customers are required to read, fill out and sign a shipping contract before their unit is transported.  Within that contract states the options for removing the deductible, adding extra insurance, criteria in relation to reporting damage, etc.  It is also stated on the condition report which you received with your bike upon delivery.  We have reviewed the damage claim file and I am only seeing 2 photos in which there is no visible damage in the photos (attached).  It may be due to the angle the photos were taken.  We would be willing to look at other photos of the damage if you have them available to review but until we have documentation to show damage to the unit, we cannot move forward with another resolution.

I did review the customers shipment and this was delivered later than the estimated timeframe quoted at booking. The customer was notified of a mechanical delay on the delivery end as the driver was down and this unfortunately is not something we can predict and all we can do is resolve the issue to...

get them repaired and on the road again. We did apologize for the delay and reminded the customer that this is why the timeframe are strictly estimates as sometimes we are dealing with unforeseen delays out of our control.  Due to the delay the customer was informed that the shipment would be eligible for an adjustment which is calculated after delivery since it is based off of the timeframe in which we are over the quoted timeframe. I don’t see that a price adjustment was requested after delivery was made but we most certainly can get that processed as it is eligible to receive one. Thanks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I finally have some clarity on the issue and why the owner was unwilling, in the past, to accept responsibility for his company's and drivers' actions. After reading this most current response, I see that he believes that the damage is in a noticeable place on the motorcycle.  This is not true.  It is not easily noticed as it is near the bottom edge of the fuel tank.  This is one of the reasons I did not see it until I was able to examine it in the daylight, upon my return from my trip.  I am still unclear why the driver rushed me into signing the agreement of acceptance, without notifying me of what I was signing. Additionally, with the other two deliveries, I was not there to accept them in person -- but they were undamaged and everything worked out as I did not have a legitimate claim -- unlike this delivery-gone-bad.  I have offered in the past correspondence, and will continue the offer, to show the owner the video interaction (very rushed) to get my signature -- without telling me, or allowing me the opportunity for in inspection so late in the night (many, many hour after the promised time.  Perhaps when he sees this video, he will come to realize that his employee operated irresponsibly in this delivery. The video evidence is quite clear on this point.  
Regards,
[redacted]

Customers booking request was processed 3/29 with an estimated timeframe quoted as about 2-5 days out for pickup and about 2 weeks later for delivery giving this a target delivery date as 4/17. This delivered 4/21 so this was 4 days off from the shipping estimate provided at booking. This was also...

quoted with that timeframe as it was not a direct shipment since this was shipping from OH to FL and this is two separate shipping zones.  Specific details were given to the customer all the way down to when the delivery driver assigned was expected to return from his current route to unload and when we anticipated that he would be loaded up for the next trip leaving out with this bike. We would not be able to refund $300 but would be willing to extend an offer of a $200 credit.  Tell us why here...

I reviewed Order # [redacted] (Quote #[redacted]) which was processedinto our system on Aug. 11, 2015 with an estimated shipping timeframe quoted asabout 2-14 days out for pickup and about 2-3 weeks later for delivery based offof availability at time of booking which gave this shipment an anticipated...

deliverytarget date as Sept. 15, 2015. These timeframes as stated in our shippingcontract in section #2 are Estimated Pickup and Delivery dates, DD providesestimates, not appointments for pickup and delivery of unit(s), and does not guaranteepickup or delivery dates. The customer completed and signed this contract underthese guidelines. We are only able to provide estimates and usually deliverfaster than the estimated timeframe or at least within that timeframe howeversometimes things do happen in which are completely out of our control such asweather or mechanical issues to cause delays. Each shipment is covered withinsurance up to $15,000 coverage with a $500 deductible with an option toincrease the insurance for an additional fee and an option to elect to have a$0 deductible for an additional fee as well which would cover any exteriordamage caused to the unit during transport. We are a roll on roll off serviceand do not start or run the bikes so we are not aware of the running conditionof the unit and do not do any mechanical evaluation since we only require thatall units steer and roll easily in neutral. The customer did elect to increasethe insurance coverage to $20,000 but still elected to have the $500 deductibleand in the event that there was a $0 deductible the battery still would not becovered as it is only for exterior damage since we don’t verify anythingmechanical. This shipment did pickup Aug. 21, 2015 and delivered Sept. 22ndwhich was 7 days later than the estimated timeframe quoted so the customercould receive a price adjustment if requested for the delay which would bebased off of the actual time we went over the estimated timeframe that wasoriginally quoted to compensate for the  inconvenienceit may have caused. The customer is more than welcome to contact his representativeor myself to request this adjustment to see if that would be satisfactory forhim however the customer has to request this and/or work together with us tocome to a satisfactory resolution in order for this to occur and unfortunately wedidn’t have that opportunity as he went this route instead. Other than onephone call on Aug. 31st checking on the status of the shipment andanother call on Sept. 18, 2015 to his representative to express that he was nothappy about the delay and not having his bike delivered yet there was no othercommunication noted besides the standard email updates that are sent out aseach shipment progresses through the shipping stages. Each and every customeris important to us and we would like to have the opportunity to see if theadjustment amount would be satisfactory to him to end on better terms as wewould like that he consider us for future shipping as well. Thank you!

We will issue a full credit on this order for the inconvenience.  You should see the funds in your account in 3-5 days.