Casey Haggard was expecting a run-of-the-mill Amazon order, but what she got was damage to her home and at least one of her vehicles.
According to First Alert 4, the Creve Coeur, Missouri, resident came home from a family vacation on July 7 to a smashed garage door and a note from a delivery driver. It said, “I hit your garage,” and was signed “Amazon.”
But despite the apparent admission from the driver, Haggard says she struggled to get compensation from Amazon for the damaged property.
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“It’s a constant stress just trying to figure out where to go next, or who to talk to, or to get somebody to listen. That’s probably the most frustrating,” she told the local broadcaster in a story posted July 18. “Amazon contacted us once just saying they were sorry about it, ‘let us refund your package,’ but that was, like, $18.”
Haggard credited the driver with doing what they needed to do following the accident, but said Amazon’s initial response left much to be desired.
Struggle to connect with Amazon
Haggard’s garage door was damaged to the point she was unable to open it, leaving two vehicles stuck inside — at least one of which also was damaged.
She claims to have called Amazon customer service, but that turned into a dead end.
First Alert 4 says it got in touch with a spokesperson for Amazon who explained Haggard hadn’t done the claims process correctly, and added the driver didn’t work for Amazon but was instead a “delivery partner.” They told the news outlet that if this happens to a customer they should contact customer service and they’ll offer guidance.
“We’ve reached out to the customer to apologize for the incident and are actively working with them to resolve the issue,” the spokesperson told First Alert 4.
After it contacted Amazon, the broadcaster reports Haggard was offered compensation for her garage door, along with a promise to cover damages to any vehicles.
Haggard urged other consumers to stick up for themselves: “You are your own advocate, nobody is going to do it for you, make sure you’re keeping on it daily.”
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What happens if a courier damages your property?
Things can get complicated when a delivery driver damages your property, because these workers may not be employees of the companies you buy products from. Instead, they may contract with other companies that hire delivery drivers, or the drivers are independent contractors who work for themselves. And these workers may be personally responsible for buying insurance and covering losses in cases like these.
Unfortunately, many personal auto policies don’t provide coverage when a driver uses their car for business purposes, like making deliveries. This means that drivers need to buy an add-on policy.
Still, homeowners may find it more convenient to pursue compensation from a company rather than an individual driver. Luckily, some more reputable companies have extended insurance, or are simply more willing to offer compensation for losses. But keep in mind, policies may vary by company.
What to do if this happens to you
If a delivery driver damages your property, there are a few key steps you can take.
- Document the damage: You may decide to make an insurance claim, so you want to take pictures of exactly what occurred.
- Consider filing a police report: This can serve as evidence of the damage done and can be helpful in making an insurance claim.
- Gather more evidence: Ask your neighbors in case they witnessed anything, or collect any footage if you have surveillance cameras.
- Contact the company: Find out if the driver was an employee or independent contractor, get their details and to see if the company accepts property damage claims.
- If the company does accept claims: Request a claim number and keep track of all correspondence in case of a dispute.
- Consider consulting an attorney: If the property damage is extensive, an attorney may be able to help you pursue your claim against the correct party.
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This article originally appeared on Moneywise.com under the title: Missouri woman offered $18 refund after Amazon delivery partner damages garage, car — how she won what she was owed
This article provides information only and should not be construed as advice. It is provided without warranty of any kind.