Business ProfileforRedBox Plus of Madison

I hired a contractor for a reno, who hired Redbox+ (Rdbx)of Waunakee to provide dumpster service. 8/18/22, Rdbx driver came to pick up dumpster. A contractor employee and I were outside and watched the Rdbx driver arrive and begin backing into my driveway. He miscalculated, backing up wooden retaining wall supporting hill along driveway. Instead of aborting, driver accelerated, revving engine loudly and backing up wall until the large truck tires fell off top of wall. He got out and said to us, "Oh, didn't see that there." Ridiculous--he should have very clearly realized something was wrong. He dislodged a major portion of the retaining wall from the hill, bumping it out several inches, and a piece of wall was also torn away entirely in one area. He removed the dumpster and left. The contractor’s employee reported the incident to the contractor, who contacted Rdbx. I explained to the owners what had happened, but didn't realize myself the extent of the damage until I got estimates. Both landscapers said damage is too extensive to repair; wall needs replacement =$5-7k. Contractor said Rdbx would take responsibility. Rdbx filed insurance claim & a check came after several months for $164 for just the torn-out piece, per "inspection" by unqualified adjuster--missed the major structural damage. I didn't expect full replacement cost due to depreciation, but wall would've stood 5+ more yrs per landscapers & now needs immediate replacement. Insurer was unwilling to revise estimate or re-inspect. Redbox didnt step up to settle, saying it was in the hands of the insurer, as though their moral and legal liability is limited to insurance coverage. My BBB complaint against Rdbx was shifted to the larger contractor, who was forced to send me a check, as they were ultimately responsible for hiring Rdbx. Short of suing Redbox, which would also require suing the contractor who did the right thing, I have no recourse against Rdbx, so they will get away with this. Rdbx is despicable.

Our company's Core Value is: providing customers safe, damage-free, on-time, friendly delivery and pick-up. In this instance, regretfully, our driver did not abide by the value statement. When we met with the homeowner on the day of the incident, we expressed how sorry we were this situation occurred and took immediate responsibility for it. We offered the homeowner a settlement; however, it was rejected. It was then determined by all involved parties the next step would be to file an insurance claim. We did this. After insurance had the property inspected by a licensed adjuster and sent a check, the homeowner reached out expressing disagreement with the amount. On numerous occasions, the insurance company offered the homeowner the opportunity to submit supplements for additional damages or discrepancies determined by any contractor or repairer of her choice for review; she refused to do this. We have taken internal steps to help ensure incidents like this do not occur again and we continue to provide our customers with excellent customer service.

You sent a settlement of $500 before we had any idea what the damage would cost to fix, hoping I would be naïve enough to just accept that. When I got the estimates ($5-7k), which were sent to you by the contractor that hired you, you asked me to send the $500 check back so you could file an insurance claim. Your insurance offered me $164! I offered to send the estimates to your insurer and he did not want them (you also could have provided them to him) and your agent said by email, “any supplements for additional damages or discrepancies would need to be submitted by any contractor or repairer of your choice for review. They may begin work from the preliminary estimate [of $164!] that we provided and if any differences in repairs or additional damages are found, they will just need to reach out to me.” That is hardly an assurance that any additional costs would be paid. How were you planning to determine what additional costs would be paid? I asked your agent that question and he had no clear answer. You/your insurance demonstrated to me that I could not trust you, so why would I pay for the replacement first and THEN try to get you to honor your responsibility? You also waited so long to address the initial damage that I cannot get anyone out in the middle of winter to replace the wall and am now on a tentative schedule for early next summer. I am not stretching this out with you for another 6+ months, with absolutely no promise from you or your agent that any additional costs will be reimbursed. I am not beholden to your insurance and whatever they will or will not cover. That’s between you and the coverage you chose to purchase. You still have a legal and moral responsibility to me. I requested a settlement from you of less than half of the lowest replacement estimate. so I could afford to hire a contractor. That was more than fair, and yet you still refused to do the right thing and would not even speak to me about my request to settle, saying it was out of your hands. “Taking responsibility” is done through actions, not words. You have not even spoken to me once since the date of damage (other than to say “out of your hands”), offered zero apologies, and actively chose not to do the right thing (which is far more indicative of your character than a verbal apology). None of that is “taking responsibility.”