Horse injured in transport by professional van company

[tmo0hul]

I have a mare that was transported professional vanning company which has a good reputation. Unfortunately, she was injured in transport by a defective part in the trailer (as told to me directly by the van company) and required stitches in transit. They are paying for the vet care that was performed on the road as well as the follow up care.

My question is - should I have to pay the entire vanning fee? Granted, this is not a life threatening injury, nor should it impact her long term - but I do feel that a concession (discount) should be made since she arrived “damaged” due to a clear issue with their equipment. As a professional business woman I have never declined a concession when my company was at fault…but maybe I’m in the minority. Thoughts?

[Where_sMyWhite]

What was in the contract you signed before loading her on the van?

[HungarianHippo]

No, I would not expect a discount. Assuming the injury is fixed/fixable without long-term impairment, I think she (and you) have been made whole by their covering the vet costs. If this were a boarding situation, and she cut herself on a fence that needed repair, and the BO covered all the vet costs, would you expect reduced board for that month? Probably not because the barn still provided all of the services it normally provides-- hay, stall cleaned, etc.

I do get what you’re saying-- you are not satisfied with the service and want a discount. If the horse was delivered egregiously late (where there’s no real way to make you whole–what’s done is done), then I’d totally agree with demanding a discount. But I feel like they’ve made things right / acknowledged their “guilt” by covering the vet care without fighting you about it.

[tmo0hul]

[QUOTE=Where’sMyWhite;7810473]
What was in the contract you signed before loading her on the van?[/QUOTE]

No contract was issued… Arrangements made by phone - payment made with cc over phone. I didn’t question it as they do have a good reputation - not some fly by night operation. I’m not looking for the whole thing - but something that at least indicates “hey, we are really sorry that we injured your horse”.

I have always asked my customers - what can I do so that even though there was a problem (because we all make mistakes) you will want to recommend my company to your friends? You know what - handling the mistakes well will get you more recommendations than you could ever imagine.

[tmo0hul]

@HungarianHippo;7810506

If this were a boarding situation, and she cut herself on a fence that needed repair, and the BO covered all the vet costs, would you expect reduced board for that month? Probably not because the barn still provided all of the services it normally provides-- hay, stall cleaned, etc.

I get that analogy and I have been going back and forth. However let’s switch away for horses and go to the rest of the world… If you bought a brand new car from a distant dealership and it was damaged in transit, would you still expect to pay full price even through the damage could be fixed at no cost to you?

I would be with you on the boarding page analogy if it was something that she could have avoided. However she was placed into a situation where she was going to be injured. Should we pay full price for negligent service?

Honestly, I posted because I see it from both sides and am looking for opinions. Thanks.

[2DogsFarm]

[QUOTE=tmo0hul;7810518]
No contract was issued… Arrangements made by phone - payment made with cc over phone. I didn’t question it as they do have a good reputation - not some fly by night operation. I’m not looking for the whole thing - but something that at least indicates “hey, we are really sorry that we injured your horse”.

I have always asked my customers - what can I do so that even though there was a problem (because we all make mistakes) you will want to recommend my company to your friends? You know what - handling the mistakes well will get you more recommendations than you could ever imagine.[/QUOTE]

I had a horse shipped to my farm from FL the same way.
On arrival the driver had a hardcopy contract for me to sign.
IIRC, shipper offered to fax the contract prior to picking the horse up, but that was not convenient for me.

I probably would not ask for a reduced rate unless the injury turns out to be more than a scratch & could affect use or value.
Contract - assuming you get one like I did - should address injury while shipping.
Sounds like the company is doing their best to make it good by absorbing vet costs.

[PeteyPie]

[QUOTE=tmo0hul;7810520]
I get that analogy and I have been going back and forth. However let’s switch away for horses and go to the rest of the world… If you bought a brand new car from a distant dealership and it was damaged in transit, would you still expect to pay full price even through the damage could be fixed at no cost to you?

I would be with you on the boarding page analogy if it was something that she could have avoided. However she was placed into a situation where she was going to be injured. Should we pay full price for negligent service?

Honestly, I posted because I see it from both sides and am looking for opinions. Thanks.[/QUOTE]

I see both sides too, but I agree more strongly with HungarianHippo’s take. The problem with the car analogy is that a car can never be repaired like new. The paint is done differently and wears differently, and repaired damage depreciates the car. The repair record stays with the car, even if you cannot see where the repair was done. If a scratch on a horse heals completely, it really is as good as new. The horse’s value is not diminished.

If you have a loss of use while the scratch heals, that might be a different issue.

Having said that, you can always ask for a discount. All they can do is say no.

[Curb_Appeal]

I don’t think I would expect a discount, but did you ask for one? As PeteyPie said, all they can do is say no.

Was this true negligence on their part, or an unfortunate accident?

[tmo0hul]

[QUOTE=Curb Appeal;7810560]
I don’t think I would expect a discount, but did you ask for one? As PeteyPie said, all they can do is say no.

Was this true negligence on their part, or an unfortunate accident?[/QUOTE]

I asked for a concession - did not specify how much. I was told no. The trailer had a repair/modification that was not inspected prior to putting it back into service. It would have been caught if someone would have looked.

[tmo0hul]

@PeteyPie;7810556

If you have a loss of use while the scratch heals, that might be a different issue.

A bit more than a “scratch” - a 4" long fairly deep laceration which was bad enough to stop to have a vet stitch while in transit. However - as my dad used to say…it’s a long ways from your heart. So yes, she should heal with time and antibiotics.

[js]

A great company would “in my opinion” offer you some kind of compensation, after all, it was due to a failure of their equipment, why because they should want to make sure they have satisfied customers, that will continue to use them and recommend them to others. In today’s world, sadly, I don’t see that kind of customer service very often. You could ask but at least they stopped at a vet clinic and paid the bill, if horse is delivered in good condition otherwise, maybe leave it at that.

[Lynnwood]

[QUOTE=tmo0hul;7810520]
I get that analogy and I have been going back and forth. However let’s switch away for horses and go to the rest of the world… If you bought a brand new car from a distant dealership and it was damaged in transit, would you still expect to pay full price even through the damage could be fixed at no cost to you?

I would be with you on the boarding page analogy if it was something that she could have avoided. However she was placed into a situation where she was going to be injured. Should we pay full price for negligent service?

Honestly, I posted because I see it from both sides and am looking for opinions. Thanks.[/QUOTE]

I can speak of this. I bought a new SUV two months ago. My local Dealer didn’t have the model I wanted so they did some inner dealer trading found one I wanted and shipped it down from N.C to FL.

They did not fine tooth comb inspect this vehicle and it had several cosmetic issues. Mostly stemming from someone carelessly removing the protective plastic. Slash in the leather on the door , razor mark in the steering wheel , hole in the carpet under the drivers mat where it meets the body of the car.

The dealer did not offer a discount …simply fixed the issues at no cost and gave me a loaner vehicle.

Unless you intend to sue them for negligence I don’t believe your owed anything but you can always ask.

[Angelico]

I would not expect a reduced rate. I’d be embarrassed to ask for one, regardless of what happened on the trip, you agreed to pay the company X amount of money. There is no “unless” or “but”, you agreed to pay them $X.

They assumed responsibility for what happened, and it sounds like the horse received medical attention promptly. I think they have handled it very professionally.

[DJohn]

They paid the vet bill, your horse is on the mend. Let it go. :yes:

[meupatdoes]

Agree with Angelico and DJohn.

[Crockpot]

agree -also

[alto]

They are paying for the vet care that was performed on the road as well as the follow up care

If they were not accepting responsibility for the follow-up care, I’d press for more as it was their negligence … if you feel strongly, you can always send out letters to company head office.

I agree that with the negligence factor, I’d expect vet care + an admission that this was completely avoidable/unacceptable action on the part of the company … which generally comes with an offer of compensation.

Do have your vet out immediately.

[spotted_draft_x_fill]

As far as injuries sustained while in transport, the companies offer a $2000 ins policy free of charge to cover things like this. If you’re ever worried about more damage then it’s up to you to have ins on your horse before you ship. It states that info on your bill of laden. If you used a commercial shipper, you would of had to sign a piece of paper (bill of laden) and given a copy.

[Pennywell_Bay]

I can never understand why people expect services for free. Horse was injured, horse received medical care, apparently the injury is not life threatening, why would someone assume that they do not owe for the shipping? There is no way to know if the company would have caught whatever was the issue.

[french_fry]

Are you kidding me? I feel crazy reading the other responses on this thread.

The company was hired to get the horse from point A to point B in one piece, barring acts of god. They messed up and the horse was injured. They did not perform the service they were contracted for. I’d expect a discount. Honestly, I’d be appalled that they didn’t offer one.