ComplaintsforVan Pool Transportation, LLC

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back at the beginning of June 2022 a Van **** driver completely destroyed my lawn because he could not figure out how to turn around in a driveway that holds 3 trucks. I immediately called Van Pool in ***** ************* where I was able to speak to the Office Manager. She took my complaint and filed a claim with ******** *********, Auto Claims Representative from Sedgwick Insurance  She contacted me and I emailed her the pictures and a video of the driver and the damage to my lawn. A claim was filed. I then received a call from Van Pool who stated they would have a landscaper come and fix our lawn. It is not July 19, over a month later, and no word from ANYONE. I just want people to be aware of how Van **** operates as well as their Insurance Company.  My husband takes great pride in our property and now we have a "stain" on our front lawn.

  Business response

  08/11/2022

  In response to complaint ******** against Van Pool Transportation, Van Pool was notified by ************************* of property damage that occurred on 5/18/2022 by one of our employees, our Operations Manager followed our company procedures and began to investigate the claim, although ****************** stated she had pictures of the damage we needed to follow our company protocols for any claims against property damage. Upon review of onboard video and a statement from our employee the Operations Manager found the claim to be factual.

   

  On 5/25/22 the claim was submitted to the Claims Management department of Van Pool Transportation, originally the claim was filed with our third-party claims administrator Sedgwick, as the Claims Manager I accept responsibility for receiving the claim and believing I had submitted the claim to Sedgwick on 5/25/22, the claim was officially submitted to insurance on 6/6/2022 when I realized my oversight.

   

  On 6/21/22 we received a call from ****************** stating no one from our insurance company had been in contact with her, ****************** also sent several emails out on 6/21/22 to affiliates of our company advising of the incident and requesting assistance with the property damage. Once notified of her correspondence and concerns a call was placed immediately to the Claims Manager assigned to the claim *****************************, ******* responded she had spoken with ****************** on 6/21/22 and informed her an appraisal team had been assigned and adjuster would be out to view the damage. On 6/22/22 I received an email from the Vice President of our ******* location *************************** requesting we cancel the insurance claim and handle on a local level due to the minor damage that had been done to the lawn. I reached out to ***************************** and advised to hold the claim, we would hire a local landscape company go out to assess the damage, and complete the repairs, at that time the Operations Manager of the ******* location ***************************** was charged with hiring a landscape company to move forward with Ms. ******** lawn damage repairs, the landscape company J. Leblanc & Sons went out around mid-July and assessed the damage and scheduled the repairs. 

   

  On Friday August 5, 2022, I received an email from the claims specialist that was originally assigned to this claim *****************************, advising she had received an email from ****************** stating she had not been contacted regarding her lawn, I immediately reached out to the landscape company we hired to complete the repairs and they advised they had been out to view the damage and had her scheduled for early next week. In addition to this email from the Claims Specialist I received another email from another associate of our company that had also received an email from ****************** on 8/5/22 regarding her concerns with the repairs, I proceeded to call ****************** and leave her a message apologizing for the delay and informing her the repairs would be completed early in the following week.

  When I received the notice today 8/9/22 I immediately called the landscape company and they advised they were on their way to Ms. ******** home, that afternoon, around 1:30 pm I received a call from the landscape company advising there was torrential rain and lightning, and they were unable to lay loom down in this weather but promised weather permitting they would be out on 8/9/2022.

   

  I have called & texted the landscape company to confirm they made it out to Ms. ******** home and have not received a response, at this time we are making arrangements to confirm the work has been completed. If it has not, we will move forward and hire a new company and be sure to communicate this information to *******************

   

  We understand ****************** is not happy with the time it is taking to have her lawn repaired, we expected the repairs to have been completed by now and had not been notified that there was a delay on the landscaping companys end getting out to her home. We apologize for the delay and hope we are all able to move on from this, our employee did not intentionally damage her property and did not leave the scene maliciously, he was not aware of the damage he caused when he backed up on her lawn.

   

  Please let me know if you require any additional information.

   

  Thank you and have a great day!

  Customer response

  08/14/2022

   
  Complaint: ********
  
  I am rejecting this response because:  This incident took place more than 3 months ago.  The landscaping company FINALLY showed up Friday, August 12, 2022 to look at the lawn.  It has grown back in and there is nothing to do but look at the two different colors of grass.  

   

  I will be filing an official complaint with the the Massachusetts Attorney Generals Office tomorrow.  This entire situation could have been dealt with months ago but for the lack of communication from Van Pool. Their unprofessional driver destroyed my lawn and just sped off.  If I didn't have a security camera, I never would have known who did it.  The lack of response from the companies office manager **** is unacceptable.  She avoided 90% of my calls.  She should be fired if this is how she treats the public.  I will let the AG's Office deal with this complaint from here on out.
  
  Sincerely,
  
  *************************

  Business response

  08/16/2022

  
  In response to Ms. ******** rejection of our response, we apologize for any inconvenience this has caused her. Once the claim was reported to the operation, I called ****************** and informed her to contact me, the claims manager for Van **** if she had any questions or concerns regarding the claim.
  
  After review of the damage to Ms. ******** lawn and identifying the damage was minor and did not require an insurance claim (picture of the damage attached) it was decided we would hire a landscape company to make the repairs since we believed this would be the quickest way to resolve the damage, we contacted a landscape company that our company utilizes to maintain a couple of our own properties, we did not hear from the landscape company or ****************** regarding any delays or incomplete repairs and were under the impression all was taken care of.
  
  It was not until August when ****************** began sending emails, once again sending to affiliates of our organizations and not to anyone inside the organization that she had been provided contact information for, she also emailed the claims rep from our TPA who reached out advising no repairs had been completed. Immediately, once we were notified, we investigated why there was a delay and why we had not been notified by the landscape company they had not been out to her property, I was informed they had been out to the property in July and due to the weather, they could not lay seed at this time, it would be a waste and it would not grow. Once I spoke with the landscape company it was our understanding that the landscape company was going out to Ms. ******** home earlier in the week of August 8, 2022, a call was made the week of August 1, 2022, to ****************** informing her of the landscape companies intended visit, unfortunately due to weather the company did not get out to her home until August 12, 2022.
  
  The landscape company informed our company that they were sent away by ****************** on Friday August 12, 2022, and informed by her that the grass had grown in and there was no damage to be repaired. They also informed ****************** that crab grass had grown in and they would be happy to plant new grass in the area, and had educated ****************** that they do not lay seed in the Summer because it would not grow, especially under the conditions we had this Summer, and that if she wanted, they would lay the loom and seed now, which she declined and sent them on their way.
  
  We understand ****************** is upset over the response time and the actions of our employee, at the time our driver drove on her lawn, he was not aware of the damage he caused and that is why he did not leave a note. We are glad ****************** was able to identify the cause of the damage and would hope she understands that there was no ill intent on our employees behalf or on our companys.
  

  Customer response

  08/17/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

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