Complaint Review: FedEx - Nationwide

It's not because of your ethinicity, my friend. They deny every claim over $200. I suggest no one wastes money buying insurance when shipping FedEx. It's worthless.

On Jan 21, 2016 I presented to the FedEx Office Store at 1605 Bradley Park Dr., Columbus, GA 31904. I carried a Mesa Boogie Roadster Combo Amplifier ($2800) into this location to take advantage of the FedEx Pack & Ship Services. I paid FedEx to provide all packaging materials as well as to package this amp and ship it to a customer residing in Kill Devil Hills, NC. The customer (aka buyer) purchased this amplifier from me through Reverb.com, a music equipment buy/sell/trade website, a day earlier. I also purchased the extra insurance and declared a value of the amp in addition to the packing and shipping charges. I assumed my amplifier would be covered if damaged in transit to the buyers location. I held in my hand a copy of the "FedEx Pack & Ship Pledge" which is a guarantee of liability if the damages were deemed to be caused by FedEx. I read the terms and conditions of the "Pledge" in the FedEx booklet, and found nothing that indicated my amp would not be covered. 

I chose the FedEx Pack and Ship Service to ensure this amplifier would be packaged professionally and protected from damage. I did not have the necessary packaging to safely ship an item like this amplifier. I seen the FedEx Pack & Ship Services with the "Pledge" to do it right or FedEx would cover the damages, advertised on television. I decided to use this service in good faith and intention. I purchased these services from FedEx because the TV commercials stated FedEx employed professional packers to pack & ship customers items safely to their destination. On Jan 26, 2016, I received word from the buyer the amp had arrived at his location damaged due to inadequate packaging materials and ridiculous packing technique.

This amp was not packaged in packaging that would protect it from damage, AND the manner in which the amp was placed in the packaging indicated apathy and carelessness. The amp was placed in the cardboard box without any protecting materials on the bottom of the box, and the amp was placed face down in the bottom of the box, so the only materials between the front of the amp the ground was a flimsy piece of cardboard. The amp then had wadded paper packed in around it to complete the packaging. No bubble wrap or Styrofoam packaging materials were used in packaging this amp. The packing job used in this instance was nothing short of amateur hour and in no way provided any protection for the amp, and it was subsequently damaged in transit.

I did not worry at first because I knew I had layers of protection between me and the liability for damages. I was wrong about that! I submitted a claim online within a few hours of notification of damages. As it was already well into the evening when I received notice of the damages, the subsequent date of claims submission is 1/27/2016. I waited to hear from the FedEx Claims Dept., and no one contacted me. I was advised that the buyer had submitted photos of the damaged amp to FedEx Claims, but I had no other information. After a few weeks, I called FedEx Claims to inquire about this claim. I called early (around 8:30-9am) on Feb 9, 2016, I left a voice mail for the claims agent to return my call. I did not receive a return call, and found out a few days later that my claim had been denied. The day I called FedEx Claims and left a message to please return my call, the claims agent denied my claim and did not return my call. This gave me pause, but still no reason

When I called FedEx to find out why my claim was denied, I was told by the claims agent that she was not required to provide a reason for the denial, and it is FedEx's right to deny a claim at any time, with or without cause, at the sole discretion of FedEx. I asked the claims agent if there was anything I could do because I paid FedEx to pack and ship this amp and I purchased extra coverage. I was interrupted before I could finish and told " Sir, you don't have to like it, you just have to accept it!" These words were presented in very hostile, cold and contemptuous tone, as were all the conversations I had with this agent. She was extremely hostile from the start. I didn't know why, I thought maybe she was having a bad day the 1st time I spoke to her, and it wasn't until the 2nd contact that I became suspicious of the more egregious nature of the denial. In a previous phone call to FedEx Customer Svc, I was told by a FedEx customer service rep that my claim was in good hands and the claims agent is a Sr. Claims Analyst who is very experienced and capable. So that tells me the claims agent is aware of what she is doing, it isn't training day.

I think it was the 2nd call to FedEx Claims when the hostility of the claims agent seemed to boil over! The claims agent advised me that not enough visual proof in the from of photos has been submitted to determine liability. I advised the agent, that is NOT the reason provided in the denial letter, more on that later. I asked the agent if there was anything else that could be done to remedy this situation, to which she advised me that she needed additional photos to provide proof. I asked the agent if she agreed the damage to this amp occurred during shipping, to which she said yes, she agreed. I then asked her if they have policies in place which provide the agents with a little latitude in making decisions, to which she stated they do. I then told the agent that I never had access to the amp after I turned it over to FedEx Pack & Ship, and since it is well known and undisputed that FedEx was in possession of the amp when it was damaged, then it logically follows that FedEx is liable because there is simply no one else it could possibly be. That is when common sense took a left turn! She has not and will not concede that FedEx is liable, in the face of overwhelming evidence to the contrary. I told the claims agent that I don't agree with her decision, that my claim is valid and should be paid. I again tried to reason with the agent and let her know the hardship and precarious positon this denial is creating. With a cold and callous voice, the agent let me know it isn't her problem, and I should have done this correctly to avoid this situation. I then reiterated that I didn't do this, FedEx packaged, shipped and guaranteed it, to which the agent remarked something like "you just don't want to listen, so there is no point in me talking to you!" I figured out at that moment what I was dealing with. My claim was never going to be approved because this claims agent has some type of personal vendetta, and no matter what the facts prove, it's denied. I then asked to speak to a supervisor, again she interrupted me and told me she wasn't going to do that, then quickly said, we are done here, and she hung up the phone.

It is of importance to note here, I have never met the FedEx Claims agent who denied my claim. I have never heard of her or had any idea of her existence. I had no reason to expect or foresee this claims agents hostility. I believe, and this is my opinion, the agent heard my voicemail early on Feb 9, 2016, and decided to deny my claim that day. The claims agent heard a man's voice with a deep southern dialect and whom she could assume is most likely a 35-60 yo white male. Each and every time I spoke with anyone at FedEx I was always cooperative and pleasant. Not once did I raise my voice, threaten, curse at, or make insulting or demeaning comments to anyone at FedEx. I simply could not figure out why this agent was/is so hostile. I mentioned the claims agents hostility to other FedEx employees who were very careful to watch what they say, but none gave any information that could explain the open hostility I am dealing with, and none offered to assist me in getting additional help to resolve this issue. I got the impression they are familiar with calls like mine. I could assume the agent was female, but I don't know for sure what her ethnic origin is, nor does it matter under normal circumstances. It does appear this agent is a black female, most likely 40-70 years of age. 

In the absence of prior history, and no obvious incidents which could be pointed out, the only explanation that that fits is racism. I believe my claim was denied because of my ethnic origin. The agent is an experienced claims agent, she is well versed in the claims process, if she was not, she would most likely not be a Senior Claim's Analyst. This agent has had ample time and opportunity to take a closer look at this claim and to correct her error in judgement. I believe she is fully aware of the facts and is not confused about any of the details. So that rules out the idea of possible "oh gosh, I see it now, I'm so sorry, I can't imagine what was I thinking" excuse. This agent knows this denial is wrong, and that explains her defensiveness. People who have nothing to hide don't normally become defensive in instances like this. Conversely, guilty and convicted people will be become very defensive and hostile when they are questioned about their actions. It was rather obvious the agent felt no fear of reprisal from the consequences of her actions, so this agent can allow her personal prejudice's to run amok, unchecked, and most often unchallenged.

I received an official denial letter dated Feb 9, 2016.  In the denial letter the reasons for the damages are listed clearly and accurately. It was known all along that FedEx Pack & Ship Services were purchased. In the denial letter, the claims agents name is not listed, nor was I told her name over the phone. To this day I have no idea what her name is. The denial letter is very clear and concise, The denial letter actually provides a clear cut and concise reasons for my claim to be approved. It states the amp was improperly packaged and it was not safe to ship. And the claims agents states she was able to come to that conclusion based on the photographs received from the buyer.

When I called again to make sure this claims agent was aware that FedEx Pack an Ship packaged and shipped this amp, she stated that she was. I then asked about the "Pledge" I was given as a guarantee, she laughed. She then gave am excuse for denial. She stated the "photos sent in as proof were inconclusive". But that isn't what the denial letter states. The denial letter says nothing about inadequate proof or inconclusive photos. So which is it? She states in the denial letter the amp was damaged due to inadequate packaging and improper technique,  and this is seen in the photos provided by the buyer. How is possible to say she can see how and why the amp was damaged from provided photos, but yet there is inconclusive visual proof? This is an obvious error in judgement on the claims agents behalf. Either you see it or you don't! She has the visual proof needed to approve this claim. She listed the reason the damage occurred accurately, and in the absence of visual proof, how else is it possible for her to know how the damage occurred? There is no logical connecting of the dots in this agents reasoning. She is contradicting herself, and doesn't provide rational reasons for doing so, and it is this that leads me to believe the egregious nature of this denial is racism. Nothing else explains this agents irrational and completely bizarre reasoning. The FedEx claims dept. has a severe credibility problem here.  The blanket clause in the terms and conditions of the FedEx manual isn't going to work in this incident. FedEx is attempting to change the rules in the middle of the game, that generally isn't an acceptable fair trade practice, thus a complaint has filed with the FTC.

This is a clear case of gross misconduct on behalf of FedEx and the claims agent. I have tried on numerous occasions to speak to someone else other than this agent in the claims dept. I was denied the opportunity to speak with anyone else within the agents chain of command. My goal is to find a reasonable person within the claims area who could see the error, and subsequently reverse it. I have asked for my claim to be transferred to another claims agent for review, that was also denied. I've tried to call the claims area and get anyone else, but I am always transferred back to the same claims agent who finally told me during the last phone call on 2/21/2016, that my claim is "permanently denied!" Well, I guess that's it then? Since it's "permanently denied", I should just give up and go about my business? That statement motivated me! If I was tired and wary before she said that, I am energetic, focused and dialed in now! I am resolved!

I have no doubt about the validity of my claim, it is rock solid in facts and validity. I am shocked and surprised by the gall of FedEx and the claims agent. I have stated all along that I do not want to take this any further, I just want my claim paid so that I can go about repairing the damage to my reputation and my business. I am not a wealthy man,  a loss like this seriously impedes my ability to continue my business. On Mar 4, 2016, Reverb.com dipped into my checking account and removed almost $1700 to give a refund to the buyer. This was not authorized, nor would I consider doing so with the situation presently unresolved, and accountability issue abound. So, the buyer now has my amp (I assume he has it?), and $1700 of my money. That's $3500 of my equipment and money that's gone. I can't afford to stay in business with losses like that. It would be great if FedEx would do the right thing here, but it would surprise me if FedEx did the right thing without litigation.

I have expressed my desire to resolve this claim, and to be fair to all involved. I have also expressed the desire to take this further if it is not resolved in a fair an unbiased manner.  I have spoken with local FedEx management, my purpose to see if someone here could place a call into FedEx HQ and get this denial overturned. Our thinking being, any reasonable person would see the error in this denial. We were unsuccessful in making any headway. I asked a local FedEx manager to take look at my claim and to be honest in her assessment. I  asked this because I want to be sure I am not overlooking something. She could find no reason for denying this claim, she said as I did, the denial letter provides ample reasons for approval of the claim, and a denial in light of the facts is grossly irresponsible.

It's time for FedEx to make this right. I will pursue this through legal means only. I have no interest in any type of illegal activities, causing harm to any company or any person. I seek relief only through legal means. I will use all available resources to pursue this matter. Before this happened, I didn't really have an opinion about FedEx one way or the other, I used their services just like UPS and USPS, with no loyalty to any one of them. As a small buyer/seller of music equipment, my goals are to be honest and reasonable in my business affairs, doing what I say I will do, and making a few dollars as well. I have no interest in making false or derogatory statements about FedEx, FedEx staff, or any other company,  and other than my own personal opinions, I have proof to back up what I have said in this statement. Any social media post that make light of or criticize any person, company, or otherwise is strictly corporate satire, and should not be taken at face value.