Horizon Home Care & Hospice, Inc

Dear Sirs, In the first part of August we received a call from this complainantrequesting quotes to transport his *** Sonata from New York to long BeachCAAt that time he was quoted with three different options to transport hisvehicleThe complainant was given an option of having his
vehicle transported ona truck for $He was also given a quote to have one of our professionaldrivers to drive it across for $and a quote for our Casual service for$600.00.In addition to the quotes for each service the time frame andprocess for each service was explained to the complainant (by me)The complainantchose to take the cheapest service of $for the casual serviceAt thattime it was explained again by me to the complainant that this service isopened ended and there is no Guarantee on delivery date due to the nature ofthe service.The complainant was emailed a shipping agreement thatoutlines the rules and procedures for using our transport serviceItem of the agreement states:Item “AD/Carrier agrees to transport your vehicleas promptly as possible in accordance with your instructions but cannotguarantee piand delivery on a specific date unless expected Driveawayservice is engaged at expedited service ratesDriveaway does not agree to payfor your rental of a vehicle nor shall it be liable for any non-use of your vehicleunder any circumstancesIn no event will Driveaway be liable the shipper or toany third party for loss of profits, consequential, special, incidental orpunitive damages arising out of or related to this agreement regardless of thebasis of the claim.”This agreement was returned to me to proceed with the casualserviceThe vehicle was picked up on 8/22/at the request of the complainantand stored at my office until we could match the vehicle with a driverA driverwas located and the vehicle was sent to my Long Beach office for the complainantto pick up.The complainant contacted me with his complaint and I again explainedthe process for a casual delivery and I did apologize at that time that therewas a misunderstanding (on his part).We meet and exceeded the service request by the complainantand feel this complaint is unwarranted. Thank You,*** *** ***Vice-PresidentAuto Driveaway

Complaint: [redacted]
I am rejecting this response because:There is a little bit of truth in [redacted] response, and that would be the rates I was quoted. More importantly he is making false statements about the time frame I was told. I would never agree to "open ended" on a time frame where I could potentially not see my car again for weeks, months, years! I find it interesting that he felt he had to quote Item 6 of the contract. I was told by [redacted] that even though I had asked for a delivery 7 days later from my pickup date that the driver was given 10 days total to reach the destination. This is what I agreed to, and that is what I believed item 6 was for. They asked me what date I would like my car delivered, and then told me the driver had 10 days total from the pickup date to complete the journey.Also, any business with the slightest hint of customer service would have given their customer at least a courtesy call or two after they realized the customer would not be seeing their car for at least a week after the date they originally requested.In summary, I believe [redacted] is interpreting the terms of item 6 in a way that could only favor the company after the original intent of the contract and our verbal agreement was not honored. If I wanted an "open ended" delivery date I could have assumed the same risk and found someone on a certain [redacted] site to drive it out there for free.
Regards,
[redacted]

Horizon Home Hospice did not meet the patient's needs, nor did they try to work out a schedule that would work. They were unwilling to work with me to provide any resolution to resolve the situation. I tried to have a meeting at their facility to speak with someone in person.When I arrived I was asked to leave the premises immediately. This was uncalled for especially from a company that claims to care for patients as the primary caregiver. This was totally unacceptable.