How a Powerhouse Protection Claim is Processed

Boom and Bucket is committed to building the most trusted marketplace online for used heavy machinery. A cornerstone of this commitment is our Powerhouse Protection program, designed to ensure that the machine you receive accurately matches its listing condition.

Used machines are a tricky market to start with. Machines are listed for a number of reasons and in all sorts of conditions. While we don't guarantee every machine is in "tip-top" shape, we do ensure that the condition represented in our listing will match the condition of the machine at the time of sale. If for some unforeseen reason the condition of a machine changes, that's where our Powerhouse Protection policy comes in to help.

You can see full details on what is covered under the policy here. For the purposes of this article, we'll walk you through the process of submitting a claim and what happens once a valid issue is discovered.

If you encounter an issue with your recent purchase that you believe is covered by Powerhouse Protection, here's what will happen:

1. Act Quickly - You'll need to contact us as soon as you see the issue via call or email. You can also submit a claim via this form. We want to get a time stamp that the issue was surfaced within the "claim window":

   1. If you elected to have your equipment delivered by a Boom & Bucket preferred vendor, you have forty-eight (48) hours from the time of delivery to your location to report the issue.

   2. If you arranged your own shipping or elected drive-away service, you must surface all issues prior to the machine leaving the seller's site. Once the unit has left the seller's location, you can no longer make a claim

2. Gather Info & Submit - After you've initially surfaced the issue, we'll need to formalize the claim. This requires the buyer to email claims@boomandbucket.com with a detailed description of the issue as well as photo and video evidence of the issue. This should be done promptly, within 48 hours, following the surfacing of your claim.

3. Evaluation - Our Marketplace Quality team will review the information you've provided. Most likely, they'll give you a call to collect additional details and get the full context, including additional photos or video. We may even schedule the machine for re-inspection.
   From there, we'll evaluate the evidence provided against the machine listing and inspection report as well eligibility under our Powerhouse Protection and Terms of Service documents.

4. Decision - We'll let you know if your claim is being denied of if it eligible for coverage.

5. Resolving Eligible Claims - If your claim is ruled to be eligible, we'll work with you to find a solution that works for all parties. That could look like:
   - Reimbursing you for parts if you opt to do repairs yourself (fastest)
   - Coordinating a visit from an approved tech or mechanic
   - Coordinating service at an approved dealer

6. Reimbursement - Keep any relevant work orders, invoices, or bills associated with resolving the approved issues and we'll reimburse you once all approved work is completed. We do this electronically and the money is usually in your bank account within three business days.

Just like you, we want to resolve these issues as quickly as possible. However, it is critical that you do NOT perform or authorize any repairs prior to Boom and Bucket making our ruling on eligibility. Work done prior to approval or by an unapproved vendor could lead to denial of your claim. All repair costs must be substantiated with official receipts or invoices from approved repair facilities or service technicians and must be approved by Boom & Bucket prior to work being undertaken.

Luckily, it's rare that we have claims on our machines. Hopefully you never are affected by one, but if in that rare case you are, now you know how we'll approach handling issues that come up.