FedEx
Cast Iron Item Damaged, Insurance Claim Denied for No Damage

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. Seven days 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 damage to the item, and I 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 damage 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 it 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 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.

Company: FedEx
Country: USA

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