ComplaintsforJack Cooper Transport Co., Inc.
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Complaint Details
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Initial Complaint
06/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have 2 units that have been bayed at the plant since 06/02. The ETA on the VIN view map keeps changing. I have emailed **** **** *** **** ******* and have not heard anything back from them. I submitted a dealer pick up form on 06/05 and it has not been accepted or declined. These units are special orders and the customers will not stop calling about them.Business response
06/12/2023
One of our Assistant Terminal Managers spoke with Ms. **** on Friday, June 9, 2023, and confirmed that the subject units were out for delivery. During the call, Ms. **** was informed that the driver transporting the subject loads experienced mechanical trouble on June 8, 2023 and that the load would be slightly delayed. The units were delivered to Ms. ****'s dealership on Friday, June 9, 2023.Customer response
06/12/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******** ****Initial Complaint
11/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a 2022 GMC Sierra and it completed production and was invoiced on Sep 16, 2022. See attached invoice from the dealer. It has yet to be delivered to the dealer ********* ***** *** ****) now 2 months later. I have missed out on special financing because of Jack Cooper’s inability to deliver the vehicle to the dealer in a timely fashion. Other model year 2023 trucks have been delivered from the same plant but my 2022 is still sitting! The dealer also has no insight into when it will be shipped. The most recent update I have is that it is sitting in an offsite lot near Fort Wayne, IN. I worry about it sitting too long without it being started (it’s a diesel engine) and future potential problems due to disuse. *** *****************Initial Complaint
07/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
2022-07-13 My ordered 2022 Chevrolet Traverse has been ready for shipping as of 2022-03-25. ******* ****** has stated to me that the transportation company, Jack Cooper, has not made the arrangements to transport this vehicle to either a carrier trailer or a rail-car. This completed vehicle is "Sitting in a lot in Lansing, MI". According to GM, there is no alternative means of expediting the delivery and that I need to be patient. It is my observation that I have been very patient and that this needs a resolution very soon. I know by various web blogs that I am not alone in this situation. Before they took down the status web-site, I managed to get this report: As of May 17, 2022, 10:01 am Eastern Time Camaro6 User Name: VIN AsnDate = March 24, 2022, 5:23 am Eastern Time BayedDate = Null DealerName = ***** ********** DeliveryDate = March 28, 2022, 6:49 am Eastern Time Description = Delivered on Mar 28 2022 Destination = LANSING, MI DestinationId = ************************************ DestinationType = DispatchedDate = March 24, 2022, 6:36 am Eastern Time PairedDate = March 24, 2022, 6:36 am Eastern Time DocumentCount = 0 FreightId = ********** LoadId = Origin * ******* ***** OriginId = ************************************ OriginType = TripNumber = ********** VehicleStatus = Delivered VinNumber = **************** DocumentList = Array RelayInformation = ShippingNoteId = ************************************ -- End Report -- Search Jack Cooper Transport for shipping status of vehicle by VIN I will attach a document of this report with the VIN. I will also be filing a complaint against ******* ******Business response
08/04/2022
Jack Cooper apologies for the delayed delivery of this unit. Unfortunately, the automotive industry is still experiencing supply chain disruptions and our company is no different.
We understand that the VIN of the unit in question is as follows: *****************. Please supply the correct VIN if this is incorrect.
If that is the correct VIN, on March 24, 2022, we moved the unit from the ******* ****** loading yard associated with the Lansing Delta Assembly plant to an offsite ******* ****** yard used for storage. Over the past few months, we have moved units back to the loading yard. However, due to capacity issues, this unit has remained at the offsite storage yard. Nevertheless, our records indicate that this unit was assigned to ****** **** on August 1, 2022 and dispatched on August 2, 2022.
Initial Complaint
06/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This trucking company has hit my mailbox twice in the last three weeks they have also ran over my trash four times in the past 3 weeks I have made several police reports and complaints with the city they are in progress also my daughter gets off at the bus stop right in front of my mailbox and they have almost hit her twice during the school year as she's getting off of the bus they are very reckless drivers. They are always on their phones not paying attention they have hit my neighbor's mailbox they have destroyed my driveway they always drive into my ditch in my front yard something needs to be done with this company.Business response
06/20/2022
Jack Cooper was unaware of any of the issues referenced in the complaint until last week, when we heard from a local police officer about a mailbox that had been possibly been knocked over by one of our drivers. In that incident, the driver was unaware of hitting a mailbox, but confirmed it was along his route and he could have been the cause. Once we were notified of the incident, our claims department promptly responded and is currently in the process of addressing the claim. We do not have any record of the other incidents referenced in the complaint. We would have a difficult time investigating without additional details including dates.
Jack Cooper maintains an excellent claims department that prides itself in being both fair and responsive. However, we cannot address claims unless we are aware of an incident. We encourage the public to use our [email protected] to report any future incidents.
Additionally, Jack Cooper works hard to ensure our drivers have the best training available and keep safety as a top priority.
Customer response
06/22/2022
I am rejecting the business response is have included additional documents of the prvious incidents. I can go up to the police department to get a copy of the report for the trash if needed. My daughter is willing to give her written statement saying she has been almost hit by jack cooper drivers getting in and off the bus. This is an ongoing issue and not a isolated incident. The documents if have included state the driver ***** ****** ** from jack cooper transport crash date 4/13/2022..case id # **********. Please let me know if i need to send additional information thank youBusiness response
06/27/2022
Following Ms. ******* Complaint submission, Jack Cooper's claims and risk management department reviewed its files and discovered two incidents relevant incidents.
First, on April 13, 2022, one of our drivers lost control of his vehicle and drove into an adjacent ditch, damaging a mailbox along the way. According to our records, the mailbox that was damaged did not belong to Ms. *****, but rather to a family member. Nevertheless, Jack Cooper paid out a property damage claim for the damage and suspended the driver for 45 days.
The second incident concerns the subject matter of this Complaint that occurred on or about June 14, 2022. The following day, on June 15, 2022, Ms. ***** filed this Complaint. On June 17, 2022, Jack Cooper's Senior Claims Manager spoke with Detective ***** ******** (Badge #***) of the ********** Police Department concerning the subject incident. During this conversation, Detective ******** noted that it was very possible the Jack Cooper driver did not even realize he struck the mailbox. However, on June 20, 2022, Jack Cooper submitted a property damage claim to its insurer (a $2,100.00 estimate was submitted for the property damage). Thereafter, Jack Cooper's Senior Claims Manager contacted Ms. ***** and advised her of the claim's filing. At no point during this phone call, nor in any prior correspondence with Jack Cooper, did Ms. ***** mention her daughter. If a police report or city complaint regarding Ms. ******* daughter has been filed, please share those with us immediately, so we can investigate further. As previously noted, we encourage the public to use our **************************** email address to report any future incidents.
Lastly, Jack Cooper takes these complaints very seriously. At Jack Cooper, the safety of our drivers and the public at large is a top priority. Accordingly, Ms. ******* Complaint has been shared with our Arlington terminal and our drivers have been made aware of such contents.
Customer response
07/05/2022
I would like to reject the companies response. I do not agree with the way the company is responding. Basically saying that since they pay a month later its ok to continues to damage my property. I am going to speak with my attorney and seek further options. Thank you for your time.Initial Complaint
02/17/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I leased a new truck thru ******* ***** in Livonia, MI on January 10, 2022. It has been 5 weeks since then and I have made 2 car payments, January 10th and February 10th. Jack Cooper has still not delivered my truck to the dealership. The dealership, including the sales manager and general manager, have called this business several times. They can't get anyone to answer at any of their extensions. They will not return messages left on voicemail. My truck is still sitting in the GM overflow lot in Kokomo, IN and has not moved in 5 weeks. Jack Cooper is approximately 1/4 mile down the street from the overflow lot. I don't know what else to do. I have also tried to email Jack Cooper Trucking, but have not heard back. This is getting ridiculous.Business response
03/21/2022
I spoke with Mr. ******** and he informed me that has received his vehicle and ******* ***** refunded one of his car payments.
Additionally, the information our terminal staff is authorized to reveal is governed by master contracts with specific original equipment manufacturer. Due to supply chain disruptions, it is entirely possible that even if a unit is relatively close to its final destination, we may not have a mode of transportation for the final leg of delivery. That appears to be the issue that occurred here.
***** ** ***** | Senior Counsel
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Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.