Transportation claim nightmares

[robc]

While I've been specifically working with some GM shops lately, this can apply to any franchise.

Has anyone else noticed an increase in carriers denying transportation claims as just a course of habit?

You know it is tough enough to get a claim through the edits of the factory to get paid, but then to have the carrier deny the claims and the dealership lose the money months after the fact is getting to be outrageous.

It seems to me that since we dont see that much carrier damage anymore that they just deny everything that is more than a few bucks. I mean it might not be apparent to one dealership because it only happens every few months but I keep hearing about problems nationally. Plus, Ive been working with some large fleet stores that have 4-5 claims a month and they are being charged back on almost a weekly basis. I looked at the delivery receipt, claim and everything and I dont see a problem.

So lets hear it out there are you seeing carriers chargeback your transportation claims? What carrier do you see the most?


------------------
** Rob, Editor WD&S **
Help is only a message post away!
robc@dealersedge.com

[Doug]

Not much carrier damage anymore? Ha! Up here in the Oregon/Washington neck o'the woods GM has contracted with a new carrier and I can't ever remember having so many t/claims....seems like damn near every load has a banged up car.

I've had a couple charged back but have to admit that this was our fault....technically speaking.

The transport drivers have been particularly disagreeable with our staff, downright abusive a few times.

I'll admit that I'm a bit worried about arbitrary chargebacks in the future. I just don't trust this outfit...

I'll keep you posted

Cheers
Doug

[sheri01]

THE FIRST QUESTION THAT COMES TO MY MIND IS THIS: "HOW STRONG WAS THE DOCUMENTATION ON THE CARRIER DELIVERY RECEIPT?" SINCE GM CONTRACTS WITH THE CARRIERS, THEY OPERATE UNDER ICC RULES RELATING TO CONTRACT CARRIAGE, WHICH ARE GENERALLY MORE FAVORABLE TO THE CARRIER. ANY TIME YOU HAVE TO MAKE CONTACT WITH THE CARRIER, MAKE SURE IT IS VIA MAIL(SNAIL, NOT E-), CERTIFIED, WITH RETURN RECEIPT REQUESTED. ALLIED SENT LETTERS OUT OVER A YEAR AGO REQUESTING THAT DEALERS FAX DELAYED INSPECTION INFORMATION, RATHER THAN MAIL IT. THAT WAS NOT THE P AND P SPECIFIED METHOD. THE BOTTOM LINE IS, YOU HAVE TO BE ABLE TO PROVE THE DAMAGE ORIGINATED WHEN SOMEONE OTHER THAN YOUR DEALERSHIP WAS IN CONTROL OF THE VEHICLE. YOU ALSO HAVE TO PROVE THAT YOU MADE THE CARRIER AWARE, WITHIN THE SPECIFIED TIME, OF ALL CONCEALED OR SUBJET TO INSPECTION DAMAGE. WHEN NECESSARY, SEND COPIES OF DIGITAL PHOTOS WITH YOUR CARRIER LETTER OF NOTIFICATION. PAPER, POSTAGE, AND A FEW EXTRA MINUTES ARE LESS EXPENSIVE THAN CHARGEBACKS, IN THE LONG RUN. HAVE NOT HAD A T-CLAIM CHARGEBACK PROBLEM IN FIFTEEN YEARS OF FOLLOWING THIS PHILOSOPHY.

[flyboy]

I am with you Doug, the new carrier in Oregon has caused me a great deal of grief!

I have at minimum one vehicle per full load that has damage. the really frustrating part is the arrogance and complete denial from the driver.

Oh well, gives me a chance to yell at someone!

[Doug]

The couple that were charged back, in our case, were because we didn't report the damage soon enough.....no way of escaping that kind of goof.

For years, before the change of carriers, i had a very good relationship with the transporter. Very little damage and no problems with the few claims we had. And faxing the info was always good enough.

With the new oufit, though, strictly by the book ! I fax, AND send certified mail.

Cheers
Doug

[dodgeboy]

I have to agree with all of you on the transpotation damage. Chrysler has made a recent switch to Allied. I have never seen so many damaged cars, or had claims denied like I have now. The contact supervisor is downright beligerant when questioned. We finally had to stop any after hour deliveries just to try and stop some of this. During a one month period, over 50 cars were delivered and 25 had some trans damage. We don't write up the small buffable scratches and such, but these transport companys are definitely costing the dealers
a fortune

[sheri01]

THIS IS JUST A THOUGHT, BUT IT MAY PAY OFF TO REVIEW CHECK-IN PROCEDURES WITH THE PEOPLE WHO ARE ACTUALLY CHECKING THE VEHICLES IN FROM THE CARRIER. MAKE SURE THE RESPONSIBLE PERSON TRULY UNDERSTANDS ALL THE ITEMS REQUIRING INSPECTION. THIS PERSON NEEDS TO BE FAMILIAR WITH WHAT THE VEHICLES ARE SUPPOSED TO HAVE, SO THAT THEY CAN ACCURATELY NOTE MISSING ITEMS. THEY ALSO NEED TO UNDERSTAND HOW NARROW THE WINDOW IS ON ITEMS THAT ARE CONSIDERED CONCEALED DAMAGE. I WOULD SUGGEST THAT WHEN IN DOUBT, LIST THE DAMAGE CODE AND WRITE AN EXPLANATION. JUST BECAUSE SOMETHING IS NOTED, DOES NOT MEAN A CLAIM MUST BE FILED. HOWEVER, IT IS MUCH EASIER TO GET A CLAIM PAID IF ALL YOUR DUCKS ARE IN A ROW, SO TO SPEAK. AS TO THE ALLIED ISSUE, WE HAVE HAD TWO DIFFERENT DRIVERS ACTUALLY DRIVE VEHICLES OFF THE TRAILER WITHOUT PUTTING THE RAMPS DOWN. NEEDLESS TO SAY, THESE WERE MAJOR DAMAGE VEHICLES THAT WERE REPURCHASED AFTER WE REPAIRED THEM. SINCE THE PAPERWORK WAS NOTED, AND THE DESCRIPTION OF WHAT THE CHECK-IN PERSON SAW, THE CARRIER HAD NO OUT. PROPER DOCUMENTATION AND PHOTOS GO SO FAR IN COVERING THE DEALER. IT SOUNDS LIKE THE DEALERS HAVING PROBLEMS ARE NOT MAKING SURE THE RIGHT PERSON IS CHECKING IN THE VEHICLES, OR ELSE THAT PERSON DOES NOT UNDERSTAND THE IMPORTANCE OF CORRECTLY HANDLING THE PAPERWORK

[Ron Ketcham]

I agree, with our New Car Prep centers checking in 5 to 10 transports a day, we have highly trained people who are the only ones that can do the check-in.

Each goes through our Prep Excellence School, spending two days, one of all classroom, one of hands on repairs, before they can do check-ins.

Saves the dealers thousands, since we do the paperwork right, and the guys know what the policies of each manufacturer is.

Ketch

[gravlguts]

we are dealing with a problem now. the carrier dropped off a vehicle on saturday night of a long weekend. the claim was reported through proper channels to the manufacturer & the carrier first thing on tuesday morning. the vehicle was repaired & we were paid by the manufacturer. four months later, we were charged back because the carrier had lost all copies of the paperwork. also, it was a canadian long weekend that the american office of the carrier did not recognize & felt we were late anyway.

the manufacturer does not wish to assist & the carrier's american office is calling the shots. we pride ourselves in maintaining positive relationships with both organisations, but i fear we will have to stop accepting after hours drop offs.

[SHERI01]

IF THE DEALER CAN PROVE THAT NOTIFICATION WAS SENT(IE: CERTIFIED MAIL CONFIRMATION CARD, FAX CONFIRMATION) IT DOES NOT MATTER WHAT THE CARRIER LOST. APPEAL THE CLAIM USING THE MANUFACTURER PROCESS, OR ELSE SUE THE CARRIER. HOWEVER, THIS REQUIRES THE DEALER TO HAVE THEIR "DUCKS IN A ROW"