A Costco truck backed into a bollard and gate at a Glasser-Schwartz Investments property on December 16th, 2016. Glasser-Schwartz was notified by a tenant at the property and was sent pictures of a broken bollard. The Costco driver reported that he hit the bollard to Gallagher Bassett. When Glasser-Schwartz employees went to the scene later that day, they also discovered the gate had been damaged (which was not previously disclosed by the Costco driver nor our tenant). When we reported the damaged gate to Gallagher Basset, they claimed the driver did not hit the gate, even though the gate was too close to the bollard for the truck to avoid hitting and the link that kept the chain intact was later discovered on the floor. A break in occurred because of the damaged link keeping the chain and gate functioning, which we included in our claim but understand now that they cannot reimburse us for the damages from that. We gathered all of the information regarding the accident, albeit in a less than timely manner since it was the holidays, and sent it over to Gallagher Basset. We made small error in the timeline, that did not affect the value of the damage, and Gallagher Basset used that to justify not paying for the gate. Gallagher Basset repeatedly claimed they did not hit the gate, even though they never had an assessor look at the damage and only had their driver (who has motive to keep the damages at a minimum) make a report. They are operating in Illinois and claim to not have the ability to send anyone out to assess damages (even though they have three offices within Southern California. That means they have two sources of information for the damages for this claim, their driver and us. They don”t believe our claims, even though we sent documents and pictures showing the damages and work done and refuse to pay for the gate. They are only paying for the bollard. They are leaving us with $150 bill, wasted hours of our work days assessing the damages and refusing our claims, and were incredibly rude and accusatory through the entire process. Frankly, if they aren”t going to believe the claims of those affected, they should get out there and assess the damage themselves. They can”t have it both ways where they claim they can”t do any field work and then disregard the field work of the party they forced the work onto in the first place, especially if they are going to then fight over small amounts of money ($150) to save their clients money and keep their business. In conclusion, Gallagher Bassett represented a company that caused damage to our property, forced the labor surrounding the claim onto us, challenged us every step of the claim, accused us of trying to exploit the situation, and then left us with a bill to pay. This is not how a company should operate but they have incentive to do so as a “third party adminstrator” for Costco. They are saving money for a large corporation by ripping off a small business, that has very little recourse that makes sense monetarily other than small claims court (which eats away at our time available to handle important business matters). We are all as individuals, and as a company, members of Costco and have been treated very fairly up until this point. Gallagher Basset does not represent the goodwill and fair dealings that Costco is known for. We believe it would be in your best interest to find another insurance provider, one that better aligns with the sterling reputation for customer service and fair treatment Costco has worked so hard to maintain. We have already filed a complaint with the California Insurance Bureau and small claims court. Thank you and we hope Costco takes the necessary steps to resolve the issue fairly.
This complaint and/or review was posted on HolySmoke.org on 11:07 am, December 31, 2017 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/gallagher-bassett-services/.
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