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FedEx Complaint - FedEx Handling My Insurance Claim Carelessly & Claims Rep Shows No regard For Me As a Customer - FedEx home delivery
FedEx Complaint

FedEx Complaint

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FedEx Handling My Insurance Claim Carelessly & Claims Rep Shows No regard For Me As a Customer - FedEx home delivery


I sent out an item with FedEx that was damaged in shipping. The item was constructed of cast iron and packaged very securely - so how they managed to damage it is beyond me, but they did. I filed a claim for the damages and 7 days later after the item was returned to me, I had to contact FedEx to find out if the claim had been resolved. After being told on the phone that the claim was still under review, I received an email at the very end of the business day from a Rick Mort (who apparently works in Data Entry??) with a letter attached from Claims Rep Tina Havelka. The letter stated that the claim had been denied because there was "no visible damage to the contents". I immediately responded to Rick Mort's email, with photos attached clearly showing the very visible damages to the item and requested that someone please call me first thing in the morning to discuss. No one called me so I called FedEx. The claims reps were not answering their phones yet, so I left a message for Tina Havelka to please call me ASAP. I waited several hours and did not receive a call, so I called back and spoke to Tina Havelka who immediately blamed the denial for no visible damages on the inspector who picked up the package from the recipient. Shortly thereafter I emailed Tina Havelka the pictures very clearly showing the very visible damage to the item. She responded by asking me for photos of the original packaging - which I did not have and which was never mentioned as an issue in the claim denial letter I received. I explained this to Tina Havelka and asked her to please get back to me before the end of her day with a resolution to the issue so I would not have to wait out the weekend to have the issue taken care of the way it should have been in the first place. My request was ignored and I did not hear back from Tina Havelka - not even just a simple courtesy response to say she needed more time (if that was the case). FedEx has completely bungled the handling of this claim after completely mishandling the package I shipped with them. I am being made to feel like a nuisance and as though I mean absolutely nothing as a customer to FedEx despite the fact that I spend several hundred dollars every month shipping with them. Maybe UPS would appreciate my business more.


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Comments


FedExHater says: (5 years ago)
 0
I had a similar experience with FedEx and ended up receiving a claim denial letter from Tina Havelka as well. The issue with my package was that it was never delivered. I received a notification email that my package was delivered but was left at the front door. This struck me as odd because I knew the intended recipient was home at the time that it was supposedly delivered. I called FedEx immediately. They put a trace on the package, then I spent the next entire week trying to get a status update on the trace. Not once did anyone at FedEx call me back (as they all said they would). I called every day (often twice a day) and on each occasion was given a different story (i.e., regarding the date by which the driver had to resolve the case). Fast forward to more than a week later, I finally get a call from someone at the local FedEx facility who informed me that he had just received the trace notification. His driver apparently follow-up on the trace that day (OVER A WEEK LATER) and confirmed that he delivered to the correct address...total BS! If someone is going to mis-deliver a package in the first place, how is he going to remember, a week later, to where he mis-delivered? Lies...all lies. What's more, the intended recipient leaves the front door open every day and locks a gate that leads to the entry way of the home. Had the driver REALLY delivered to this address, the intended recipient would have seen him. I submitted a claim, and FedEx promptly denied it on the basis that the package was delivered as intended. Ya right! Moral of the rant/story: use UPS instead, or (if you must use FedEx), pay extra for the signature delivery option...and apparently you need to take pictures of anything you send as well.



Marla1234 says: (5 years ago)
 0
I just got a similar letter back from Tina but with no phone number. Could you pass the number on to me so that I can find out what breaking my luggage is not their responsibility...
Thank you
Marla




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