Reindeer Auto Relocation

Hello [redacted]. You are correct.  All claims are to be noted at the time of delivery or within 24hrs.  We allow this additional 24hr grace period in case the delivery circumstances do not allow for a full inspection.  Situations as you have described, with a later delivery or the vehicle...

arriving dirty, is why we allow our customers this additional time.  Most carriers do require that any and all new damage be noted at delivery in order to be reviewed for a claim.  However, Reindeer Auto affords our customers up to 1 business day.  Your vehicle was delivered on 6/15.  Nothing new was noted at the time of delivery.  You did not contact Reindeer Auto to report any issue until 6/24, 9 days after delivery.  Due to the length of time between delivery and reporting, we are unable to find any evidence that the damage you are claiming was a result of the relocation.  I do apologize that we are unable to honor this claim for you.  The drivers can only be held liable for damage caused in transit out of negligence or mishandling.  When damages are reported 9 days later, we have no way to confirm the location or condition of the car during those 9 days. The drivers cannot be held responsible for the vehicle during those additional days either.  I do apologize but we are unable to honor this for you.

Please be advised, Reindeer Auto is a broker. We do not have any of our trucks or trailers.  The driver who we brokered this to has insurance as does Reindeer Auto. However, Reindeer Auto did not damage your vehicle.  We have our own claims department to try and mediate claims between our customers and the carriers.  The appraiser we paid to send out was an independent 3rd party.  It is not someone who works for us regularly.  That specific appraiser had actually never done an assignment for us before.  His company is nation wide and we have used [redacted] Adjusters previously, but that adjuster is not on our pay roll.  The language you used to him was inappropriate.  We have copies of the text messages.  The comments you made about staff at Reindeer Auto were also put out publicly and not true or necessary.  Those things do not affect the outcome of your  claim.  We have no proof the driver was joy riding in your vehicle. The damages claimed were rock chips, even according to your statements and the claim form you completed.  The offer was made to cover a scratch on the rear bumper and to buff the vehicle for you. The additional damages claimed were deemed not to be transit related negligence.  At this time, we feel Reindeer Auto has fulfilled the obligation to fully evaluate this and make the determination on settlement based on the evidence provided.  If you wish to file a claim with you personal insurance or pursue legal action, please have them contact the claims manager directly for assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It seems like that this business is both reading the estimate incorrectly as well as has been evaluating this damage completely false!Here is what I request:Two estimates (second one being the cheaper one) I have sent them include all contact info of those experts for auto body shop. Why don't this business contact them and see whether how they are reading this estimate correctly?? OR why doesn't this business find me a auto bodyshop in the area to get a third estimate?What they have been doing is just to repeat themselves by not accepting the amount required to fix their damage on my car, which is very both unprofessional and unethical. I am not going to accept their offer for $150 since it will not help me fix the damage they have done on my car during the transfer of my car!!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like to know whom you talked to at the shop regarding this estimate so that I will know whom I should talk to there. As long as I receive an email from this person at the shop stating that he/she can fix that part of my car for $150, then your offer will be considered acceptable by me.
Regards,
[redacted]

We transported Ms. [redacted]'s 2008 BMW from DE to FL (1132 miles).  At delivery on 5/28 with no new damage noted at delivery. We called her on 5/29 and she told us everything went well with delivery and there was no issue.  Then, she called in on 6/3 and reported a missing tow hook cover...

front her front bumper.  Reindeer Auto is unlike any other broker or carrier.  While most carriers state any claim must be marked at delivery in order to be covered, Reindeer actually provides a 24hr grace period to wash and fully inspect for any damages.  As this claim was reported 6 days after delivery, it would typically not be covered.  However, we sent her the claim form and looked into it.  We received her estimate and claim form back on 6/22, 25 days after delivery.  This estimate listed to replace the tow hook cover.  This includes repainting and labor time.  The estimate also listed the front bumper itself to be repaired, repainted, and labor hours.  As the front bumper was not originally claimed, is not being reported 25 days after delivery, and has pre-existing damage noted at loading, we could not hold the carrier liable for those damages.  We contacted her body shop and asked for an estimate for just the repair of the tow hook cover.  The cover is only $20.46.  But with paint and labor it is $136.70.  That is the offer we made to the customer. We cannot cover the full $605.96 she has claimed as there was no front bumper damage ever reported.  Additionally, the tow hook cover was not reported until 6 days after delivery.  Based on this, we cannot charge any carrier.  However, as tow hook covers are generally removed during transit, to tow the vehicle, we saw how this could possibly be transit related, and decided to goodwill this amount to her, rather than deny simply based on time.  We feel we went above and beyond by covering this for her.  But unfortunately we cannot cover the items added 25 days after delivery.

We transported this 2009 Honda Civic from MI to GA.  on 5/13 (2 days after delivery) he contacted us to report a scratch on the front wheels and scratches on one of the side mirrors. He also mentioned the steering issues at that time.  Once we received his claim documentation back, we...

evaluated his claim. The scratches claimed were denied based on being marked as pre-existing damages on the pickup inspection in MI.  I have attached that signed form for your reference.  The steering issue was never inspected by a licensed mechanic.  The customer provided the 1 estimate for body work, and the wheel repair, and that estimate included a wheel alignment.  There was no evidence provided to suggest the carrier caused this vehicle alignment to be off.  The prior scratches on the wheels are likely from impacting curbs, and that is likely the cause of the alignment issues.  No mechanical inspection was ever provided to suggest otherwise.  Additionally, the customer total estimate is only $373.13.  The customer listed his disputed amount with Revdex.com as $1300.  We have no documentation available to support that claimed amount.  We are very sorry for his dissatisfaction in the transit of his vehicle and the following claim.  However, his prior comments regarding the Load Agreement are accurate.  We generally cannot cover any claims for prior damages, if reported after 24hrs following delivery, or for mechanical issues.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company acknowledges the damage to the bumper and hood alignment that was not noted at pickup and clearly visible in the pictures, and noted on the delivery documents. so obviously the hit to the bumper caused it. But they are still claiming that it's damage to the bottom of the bumper that is excluded. Any honest evaluation of the facts and evidence will agree that the claim is valid. I'm just trying to fix my car, and it really makes me angry that companies get away with this, forcing me to pay over $2,000 in damages they caused. And how the Revdex.com givers them an A rating with all unresolved complaints, I'm not sure this system works. If they continue denying my claim, I will surely go the legal route and use all the social media resources to warn future customers! I will also made sure my company will not allow the relocation agent to use them again for any auto transportation Regards,
[redacted]

March 3, 2017Revdex.comService Western Pennsylvania[redacted]RE: ID # [redacted] - [redacted]To Whom It May Concern:I am writing in response to the complaint filed by Mr. [redacted] DBA [redacted] (“Customer”)According to the complaint, the...

Customer had a Retail Electricity Agreement with Direct Energy Business (“DEB”) for [redacted]. The Customer sold this business back in 2014 but DEB continued to invoice the Customer. The Customer contacted DEB numerous times from August 2016 - present to terminate their Retail Electricity Service with DEB. The Customer believes that DEB did not turn off their Retail Electricity Service until February 2017 in an attempt to collect additional money from the Customer.According to DEB, the Customer verbally agreed to a Retail Electricity Agreement with DEB on August 30, 2013 for 24 months of Retail Electricity Service starting in July 2014. The first contact DEB received from the Customer was on November 28, 2016 and at that time the Customer stated that they wanted to terminate their DEB Retail Electricity Service. DEB sent the Customer a Texas Shut Off form to fill out and send back to DEB. This is required by DEB for the Customer to submit to confirm whether or not the Customer wants to have their Retail Electricity Service shut off or returned back to local utility service.The Customer contacted DEB again on December 27, 2017 and stated that they still have Retail Electricity Service at their location. DEB explained to the Customer that they did not receive a copy of the Customer’s filled out and completed Texas Shut Off form and sent the Customer another form to fill out. The Customer provided the form without the utility account number and did not indicate whether or not they wanted the meter removed. The Customer resubmitted it with the required information and DEB submitted a request to terminate the Customer’s Retail Electricity Service at that point. The Customer’s service was terminated with DEB on January 12, 2017.Upon receipt of this complaint, DEB contacted the Customer March 1, 2017 and requested verification from the customer that they submitted a request to terminate their Retail Electricity Service with DEB prior to December 27, 2017. The Customer stated that they wrote the request on each of their remit to payment slips they sent to DEB. DEB explained to the Customer that the remit slips go directly to the bank lockbox and are processed automatically. Also, it is imperative that the Customer specify via writing to DEB whether or not they want their power shut off or simply returned back to the utility. Customer requests are not to be submitted and are not reviewed by DEB via the Customer’s payment remit slips. The Customer asked DEB, “Well how should I have known that?” DEB responded back to the Customer that each invoice the Customer has received and paid DEB provided the Customer with the correct DEB contact information:For questions or concerns relating to this bill, or if you would like to see this information in Spanish, please contact Direct Energy's Customer Relations Department:7 AM - 7 PM EST, Monday through Thursday Direct Energy BusinessAM - 6 PM EST, Friday[redacted]
[redacted]If mailing correspondence, please forward toDirect Energy Business Attn: Customer Relations [redacted]The Customer did not contact DEB through the correct channels to submit a request to terminate service prior to November and December 2017. DEB did terminate the Customer’s Retail Electricity Service timely based on the date in which the Customer’s contacted DEB and submitted the valid written request to terminate service with DEB in December 2017.If I can provide further information, please do not hesitate to contact me.Sincerely, Nicole N[redacted]Supervisor, Escalated Complaints

We are very sorry that [redacted]'s Honda Pilot was delivered damages.  While we acknowledge that new damage is present on the front bumper and passenger side, we are unable to cover the damages claimed on the rear bumper.  There are several reasons the rear bumper are not being covered....

 1st, this damage was marked as pre-existing damage at the time of loading in FL.  This inspection sheet was completed and signed off on by the loading driver and the vehicle owner.  Additionally, no new damage was marked to the rear bumper at the time of delivery.  3rd, the damage to the rear bumper was not reported when we spoke with [redacted] on 5/17 to start the claims process.  [redacted] also completed the claim form for us on 5/17.  The passenger and front bumper damage was listed on this form as new damage they were claiming.  However, the rear bumper was not listed or mentioned on the completed claim form.  The rear bumper was not claimed to us until we received the estimate on 5/18.  Unfortunately, all damage is to be noted at the time of delivery and reported to us within 24hrs of delivery.  This is outlined in the pre-move Load Agreement the customer signed prior to transit.  Based on the prior damages listed at loading, no new damage to the rear bumper noted at delivery, and no damage to the rear bumper reported withing 24hrs, we are unfortunately unable to hold the carrier liable.  Please keep in mind, Reindeer Auto is broker.  We are working on behalf of the carrier and the vehicle owner to mediate the claims process.  We cannot hold a carrier liable for any damages that are pre-existing, or reported after the 24hrs.  We are very sorry for the new damage that did occur to this vehicle and would like to get those repairs completed for [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The misalignment of the hood and bumper was noted on the delivery forms. It was clearly visible when I recieved the car. I also noted the misalignment in my claim submitted to you. Bumper and hood are inspected by drivers and were not noted as damaged or misaligned. The estimate does not include misalignment because removing the bumper and reinstalling it will include full alignment and no extra charge was required by the body shop. Claiming that it is not on the estimate, I can call them right now and get them to add it and charge extra money. Trying to get around a claim saying that it is not on the estimate but it is noted on every other document in the claim is highly suspicious and indicates lack of good faith to honor the claim. when a car bumper is struck severly while unloading the vehicle to damage bumper, plastic undercarriage and misalign the hood and bumper, this is not normal wear per agreement and is in violation the agreement. 
Regards,
[redacted]

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. Both my wife and I never received mail from Direct Energy or NYSEG about the acquisition or being switched to a variable rate plan. We have called several times into Direct Energy only to be consistent disconnected or placed on hold with. I one returning. I spoke with Judy from Direct Energy and the call was re ordered per her initial sentence. I was laughed at and personally humiliated by her. Refunding the difference and placing us on a fixed rate is what we have asked and still do not have a resolution. I asked several times to Neville, Deanna and Judy to be placed on a fixed rate and was told maybe in 60 days but have no been told definitely yes . I find this unacceptable that a company can drag this out to gouge customers for further profits . To reimburse us the $880 dollars and place us on a fixed rate should not be difficult for a company. How many other customers have endured this ?
Regards,
Peter [redacted]

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 suggest Direct Energy collect the money from Lee Vaughn personally then.  [redacted] closed its doors December of 2015! The contact information you have is for [redacted], which also closed its doors in August of 2016!
Regards,
Dice D[redacted]

Per the Load Agreement you signed on 6/7/17, we do require that all damages be noted at the time of delivery and then reported to our offices within 24hrs. Reindeer Auto does provide an additional 24hrs grace period to wash and fully inspect the vehicle.  However, we stipulate to 24hrs, we as...

we have to be able to attribute the damages to the relocation.  Your  vehicle was delivered on 7/8/17.  The inspections were signed off on with no new damage noted on the form during the inspection.  Your Quality Assurance Representative emailed you on 7/10 to inquire about delivery but didnt receive a response back until 7/27. - 19 days after delivery.  As there was no new damage noted at delivery, and nothing reported until several days after delivery, we are unable to find any evidence of carrier negligence or mishandling during the transit to have caused the damage you have claimed. Additionally, the damages appear to be very minor scratches and not a result of the transit. The agreement also states that minor scratches and scuffs are not covered as they are signs of normal wear and road use.  The interior is also excluded from the Load Agreement as no interior inspection is conducted at pickup or delivery.  I certainly apologize that you do not agree with our determination, but we are unfortunately unable to hold the driver liable for the damages you have claimed

Hello Mr. [redacted].  I do apologize that we were unable to honor your claim.  I understand this is frustrating and not the outcome you wanted.  Unfortunately, per the Load Agreement you signed prior to transit, all damages are to be noted at the time of delivery and then reported within...

24hrs.  Your vehicle was delivered on 7/26 with no new damage noted at that time.  It appears you had a family member take delivery for you and that person signed off on the inspection with the driver at delivery.  We were not notified of any damage to your windshield until 7/31, 5 days after delivery.  Unfortunately, when damages are not reported within the 24hrs time frame, we are unable to attribute the damages to the relocation.  Additionally, the Load Agreement states that damage caused by road debris, such as rock chips or windshield cracks, are not covered under transit liability.  A crack in the windshield is caused by road debris causing a chip in the windshield and then cracking.  Road debris is unfortunately a part of transit.  When cars are transported on open carriers, there is nothing the driver can do to prevent it from coming into contact with outside factors such as the weather or road debris. The order we received was to ship your vehicle on an open carrier. The Load Agreement and additional documentation we sent you also listed this as an open carrier move for your reference.  I do apologize, but even if your family member noted the damage at delivery or within the 24hrs, a rock chip/crack to the windshield would still not be covered as it is not a result of carrier negligence.  The driver is unable to prevent this from occurring on the open trailer.  I do apologize but we are unable to hold the driver liable for the cracked windshield you have claimed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thanks for the response. However there are several holes and contradictions in the response. 1) the business says, the drivers are not certified mechanics. Of course, and neither am I. I can only state what I have observed and and what the mechanic says. The steering wheel of the car was good while the driver picked up and it was NOT good when it was delivered. How, when and why it happened is something the business need to investigate.2) Business says it will still evaluate if a claim is made but no claim has been made. However the response states mechanical damages are not covered!!??Does the business require a new claim?? I wasnt informed of it. If yes, I can provide but what good it is going to be if the business has already decided that it will reject the claim?3) The business says without the carrier caused mechanical issues the claim cannot be honored. The business owned the process from picking up the vehicle, until the delivery. What happened in between is something the business has to investigate and find the evidence. This is a typical response from the business and from reviewing other consumer feedback it reveals a pattern. When a claim is made, deny it by saying it wasnt reported within the time period. If it was, then deny it saying its not covered. Otherwise reject the claim saying the carrier didnt cause the issue. I wonder if any consumer has ever gotten a claim settled with this business. If the business was really interested in resolving the issue, it would have talked to the consumer, understood the concerns and worked with him/her. Nothing of this sort has ever happened in this case or in any other case.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
"As the left quarter panel was the only item claimed within 24hrs for body damage, that is all we can hold the carrier liable for."  Per your statement above, I ask your company to find me a body shop that is going to fix this issue in San Diego area via the ways you've suggested for $150.Your estimate is incorrect and for the amount you are offering me, the damage you've made on my car is NOT FIXABLE! In other words, offering me $150 will not help me fix the damage I have claimed within 24 hours for the body damage.
Regards,
[redacted]

COMPLAINT SUMMARY:Peter [redacted] states Direct Energy acquired NYSEG Solutions; he states when this happened, their contract was terminated and they were switched to a variable rate without notification.  Mr. [redacted] states they have contacted Direct Energy to discuss the concern; he...

states they did not receive a favorable resolution.  Mr. [redacted] is seeking reimbursement for the variable rates billed.       COMPANY RESPONSE:On December 6, 2008, [redacted] completed the enrollment for electric service with NYSEG Solutions at [redacted]  NYSEG Solutions was acquired by Direct Energy in August 2012 and rebranded to Direct Energy in June 2016, as per a letter notification mailed to Ms. [redacted] (rebrand letter attached).   The electric account was renewed January 1, 2014 on a fixed rate of $0.0659/kWh for 24 months with no Early Cancellation Fee (ECF), as per a notification mailed November 21, 2013 (notification attached).  On November 18, 2015, a Renewal notice was mailed to Ms. [redacted] (Renewal Notice attached). We did not receive a response to the notice and when the contracted rate expired January 1, 2016, the account transitioned to month-to-month pricing as disclosed in the Renewal Notice mailed. Based on the details of the investigation, the account was billed as contracted and a reimbursement is not warranted. A complaint analyst spoke with Mr. [redacted] and provided the investigation details.  The analyst offered to provide current fixed rates for renewal and as a gesture of goodwill, offered to provide a reimbursement in the amount of $440.00.  Mr. [redacted] did not accept the information or the goodwill offer. Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory.  If Mr. or Ms. [redacted] has any further questions regarding this resolution, they may contact us at ###-###-####, and Direct Energy will be more than happy to discuss this resolution further.

I reached an agreement with the vendor. I have been told they will give me another update in 14 days. Please hold for now.Thank you for your prompt action.

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.
Regards,
[redacted]I think this is a contract fraud.In October when the broker came to my restaurant, and I signed two contracts, one is electrical, one is the gas. At that time he promised two points, the first point was to give me a more favorable price than before. The second is that I can terminate the contract at any time, and I do not have to pay any fees. Obviously, these two points are not honored, I bear a higher than the previous cost, and when asked to cancel the time required to pay the cost. This is essentially a scam.I do not want to work with this company, I would like to terminate the contract, if you can not solve this problem, I will continue to the energy company's supervision department to continue complaints until the problem is resolved.

The estimate the customer provided from [redacted] lists the repairs the quarter panel as buffing.  They have it listed as 0.5hrs of labor with a labor rate of $56./hr.  The customers body shop is stating repairs to this one panel would cost $28 + tax.  This is well under the $150.