Home Damage and Timelines

Included in this article:

1. Overview
2. Fleet Damage
3. Home Damage Resolution Stream 
4. Home Damage Timelines
5. Home Damage Contractor List Link

1. Overview

• Scuffs, scratches, or gouges to walls and floors 
• Breakage of light fixtures 
• Damage to door frames or door mechanisms 
• Breakage of guest's items such as vases, knickknacks, pictures, etc.

Note: Guests must report any home damage to Guest Care within 48 hours of delivery. 

2. Fleet Damage

Anytime home or property damage involves a fleet vehicle, the incident should be handled through a different resolution course. This would be contacting fleetmanagement@dufresne.ca. This team will assess the situation, reach out to the guest, and come to the determination whether we will settle privately or through insurance. If we are settling through insurance, the fleet management team will resolve with the guest, if the guest wants it handled through us privately, this will result in guest care attending to the home damage through our normal standard operating procedures.   

3. Home Damage Resolution Stream

TDG uses a different resolution stream when it pertains to home damage claims. Below will provide the available options and in what order they should be presented:

1. Qualify / Educate guest 
2. Gift Certificate (Max $150.00) 
3. Price Adjustment (Max $125.00) 
4. Two quotes for repairs (See Third Party Contact List for a list of approved contractors on Knowledge) 

Note: Only one quote is required if it is less than $250.00 

4. Home Damage Timelines

View the following two scenarios for home damage timelines:

       1. Noted at the time of delivery through the DCD team or noted on Package AI – proceed with resolution options 

       2. Noted post-delivery but within 48 hours by the guest. Review Package AI to see if the home damage was documented by the drive team via pictures or notes. 

              § If so, proceed with presenting the guest the available resolution options 

              § If not, educate the guest 

                      o If the guest is persistent that TDG caused the damage, complete the following: 

                               • Request for the guest to send pictures via Eva 

                               • Create a CSO for documentation as per standard operating procedure 

                               • Log DTR ticket. The transportation management team will advise two outcomes: 

                                         - If declined, educate the guest. 

                                         - If the claim is approved, proceed with advising guest of the GC/PA amount. 

                                         - If declined, advise we will require 2 quotes for repair (only one needed if less than $250.00)