Complaints

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Theres has been a semi parked in the cul de sac for more than a year after reaching out to the company nothing has been done. The *** registered on the truck is their company. They have not taken responsibility for what they have done.

  Business response

  08/04/2022

  We have confirmed that the vehicle in the photo is not parked there every evening and it moves regularly.   This appears to be a *** issue.  Per the driver the *** does not want extended parking for extended number of days, which never happens.  It is parked in the drivers driveway when in the housing area. 
  This is not a missing vehicle. 

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired crst to transport a desk from ********* to *******, the desk arrived completely destroyed, filed a claim and had the desk repaired at my own expense. Crst took 9 months to approve the claim for $3112, and then sent a check for only $112 and claimed it was a mistake however they have yet to send the remaining $3000 and it has been several months. Keep getting the run around and still have not received a check. They keep going on with lies that they will take care of it yet still no payment. Now they are not responding to emails. They have acted in bad faith and are completely unprofessional.

  Business response

  04/29/2022

  We are truly sorry for the delay in delivery of the claimant's settlement payment.  It is never the intention of the carrier to inconvenience our customer. Unfortunately, there has been a higher volume of delays with the integration of our new systems in our accounting department.The customer has been contacted and notified of this delay and the reasons surrounding it, and was informed that we have verified with our accounting department that the 2nd settlement payment will issue from our office today and should be received within **** business days.
  Again, we are very sorry for the frustration and inconvenience caused by the delay in delivery of the settlement payment and extend our sincere apologies and appreciation of Mr. ******** continued patience.

  Customer response

  04/29/2022

   I am rejecting this response because: these are the same lies Ive heard for the last 9 months.  Taking over 9 months to pay an insurance claim is completely unreasonable.  Ive been told **** days on multiple occasions, **** days comes and goes over and over again.  If there was a mistake made when cutting the check, which I dont even believe it should have been rectified in a week even two, but its been months.
  
  
  

  Business response

  05/02/2022

  Attached is a copy of the check that was mailed on April 29, 2022.  We are sorry for the delay.  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  in 2021 I contacted CRST Specialized Solutions to ship my motorcycle from **********, ** to *********, **. CRST picked up my motorcycle on 6/29/21 and delivered to ********* *************** on 7/12/21. Upon delivery, ********* *************** contacted me and informed me of damage to my motorcycle which was that the clutch lever was broken. ********* *************** did notate the damage on the delivery inventory sheets and the damage was initially reported to ***************************** of CRST on 7/13/21. ***************************** provided information on how to file a claim and informed that I have 9 moths from date of delivery to file a claim. I submitted my claim on 10/24/21 and continually followed up (via email) monthly until I received notification on 1/28/22 that the claim was denied because the delivery paperwork did not show that damage when delivered. I contacted the claims supervisor, ***************************, and left a voice message concerning my unbelief with this decision and requested that she contact me back via phone to review. CRST has not called me back to assist with resolution.

  Business response

  03/23/2022

  This claim was responded to and the customer advised of the denial on February 4th 2022. The Claims Team does not have voicemails from this customer.
  We have received no written request for review,or emails from this customer outside of his request for an update and the response given which provided the claims settlement letter (attached to this email).
  
  This was both, a delivered clear with no exceptions to new damages at delivery aside from scratches and showed pre-existing damages to the clutch at the origin. We have nothing to support that damage to the clutch occurred while in our possession.
  
  All requests for review must be made in writing and be accompanied by any evidence and support the customer believes was missing at the time the settlement was made.  The customer seems to have indicated in his ******************** Complaint that the carrier made notations of the *new*damage at delivery but as you can see on the attached, there are no new damages listed aside from scratches.
  
  The customer would simply need to email ************************************* with the reason he disagrees with the denial of this claimed damage, and provide the documentation and support he is referencing.  We will be happy to review the file with any new information provided.
  
  

  Customer response

  03/27/2022

   I am rejecting this response because of the following reasons:

  1.  The document they provided showing the visual inspection IS NOT my motorcycle.  Two motorcycles were shipped and the document they provided was for the other motorcycle.

  2.  **** was immediately notified when the damage was discovered and ********* *************** also noted the damage on the shipping paperwork.  See attached email from ********* *************** on 7/12/22 at 1:28pm.

  3.  I am also providing the attached pictures CLEARLY showing the motorcycle at the time of picture without damage, and the picture provided by ********* *************** when the motorcycle was delivered there.  The individual show in the pickup pictures are of the **** driver who inserted and loaded the motorcycle.

  -  Email from ********* *************** on 7/12/22 notifying of damage when motorcycle delivered

  -  IMG_0203.jpg - picture showing motorcycle at time of pickup by ****.  Driver from CSRT also pictured.  From this picture you can again CLEARLY see the the clutch lever is not damaged

  -  IMG_0206.jpg - picture showing motorcycle motorcycle loaded onto CSRT truck.  If you zoom in you can again CLEARLY see that the clutch lever is not damaged

  -  IMG_4987.jpg - picture provided by ********* *************** when motorcycle was received on 7/12/22. This picture shows the damage to the clutch lever that was incurred during shipment

   

  
  

  Business response

  04/04/2022

  Attached is our response letter.  The customer has also been emailed a copy.  

  CRST has accepted liability based on the information the customer submitted along with email notification from the dealership themselves.
  
  The customer will receive their as claimed amount of $228.81.

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩