We have all experienced it at one point or another: a FedEx package arrives at your doorstep damaged beyond recognition, and the contents destroyed. Or a FedEx driver speeds through your neighborhood while your kids are playing in the street.
The natural reaction to this scenario is, what can you do to correct the situation? Do you need to file a complaint against FedEx? What will a complaint actually do?
In this blog, we will discuss these and other questions. We will also provide some useful information on circumstances in which a lawyer may be able to help resolve an issue with FedEx.
INFORMATION ON FEDEX COMPLAINTS
Steps for Filing a Complaint Against FedEx
If you have encountered problems with a FedEx delivery or a FedEx driver, it is advisable to contact customer support at 1-800-463-3339 to file a complaint. Alternatively, you can also initiate a complaint on the company’s official website at fedex.com/en-us/customer-support.
The purpose of filing a complaint with FedEx is to communicate your experience and raise concerns about specific FedEx drivers. For example, if you witness a driver operating a FedEx truck unsafely by speeding through your neighborhood or if they cause damage to your property, that is something the company should be aware of.
One thing to keep in mind before you file a complaint with FedEx, is that the process can be frustrating, especially if your property was damaged. The average response time for FedEx customer service phone calls in the U.S. is approximately 15 minutes. To make matters worse, filing a complaint may not always bring about a swift or favorable resolution.
Nevertheless, to increase the effectiveness of your complaint, you are encouraged to provide as much detailed information as you can about what happened. Having the tracking number of the affected package, the driver's license plate number, the area or zip code where the incident took place (if an accident took place), and a description of the driver may help your complaint.
Common FedEx Complaints
As you know, FedEx is a popular shipping company that delivers millions of packages each day. However, with such a high volume, it's not uncommon for issues to arise. Some of the most common FedEx complaints include:
- Property damage
- Bodily injury in the case of a FedEx accident
- Late delivery
- Missing packages
- Unsafe driving
- Packages are delivered at inconvenient times without leaving notice
While FedEx has robust customer support channels to handle these complaints, it is important to note that customers may need to take additional steps in some cases to get an effective resolution.
Steps for Filing a FedEx Claim
When you have an issue with a FedEx shipment or delivery, you may wonder whether to file a claim or simply file a complaint. It is important to keep in mind that there is a big difference between filing a claim and a complaint.
A complaint is typically used to express dissatisfaction or provide feedback about the quality of service. In contrast, filing a claim is a formal process that requests compensation for any damage or loss incurred during the shipment or delivery process.
If you believe that FedEx is responsible for any damage, loss, or delay of your shipment, you should file a claim. A complaint may be more appropriate if you have a general concern about FedEx's service quality or customer support.
Step 1: Complete an Online Claim Form
Start a claim with FedEx by completing the online claim form. You’ll need to include the following information:
- Your tracking/PRO number
- Your claim type
Step 2: Include Supporting Documentation
Some of the supporting documents you may want to include in your claim are:
- A printout of:
- FedEx® US Airbill
- FedEx Ship Manager®
- FedEx Ground Pickup Record
- Images of the package and damaged contents (if applicable)
- The serial number(s) of any damaged or missing merchandise
- Proof-of-value documentation, including one or more of the following:
- A copy of the original invoice from the vendor or supplier
- A copy of the retail invoice or receipt
- The final confirmation screen of an order placed online with evidence of your payment
- An itemized repair invoice or a statement of non-repair
- An appraisal or expense report
If you have a freight claim, it may be submitted along with your supporting documentation to file.freightclaim@fedex.com.
Step 3: File Your Claim Form Online
Be sure to carefully review the information you’ve provided, submit the finalized claim form, and keep a record of the case number page in case you need it later.
Step 4: Schedule an Inspection or Do It Yourself
FedEx will notify you if your claim necessitates an inspection. Make sure to keep the original packaging, including cartons and contents, until your claim is resolved.
If you prefer to conduct your own inspection of FedEx Express or FedEx Ground shipments in the U.S. with a declared value between $100 and $1,000, you can easily do so. Just download the Inspection Report (400 Kb PDF) and complete it. If you have digital images of your shipment's packaging and/or contents, upload them and attach them to the inspection report. You can submit everything online or email the completed report and images to the email address provided on the form.
Step 5: Track Your Claim’s Status
Log in to FedEx to keep track of your claim’s status online or to request updates via email.
Additionally, you can use FedEx Reporting to schedule reporting and view your claims report for FedEx Express and FedEx Ground.
CAN I SUE FEDEX?
If you’ve suffered significant damage to your property or have sustained a personal injury due to the negligence of FedEx, it may be possible for you to pursue a lawsuit against the company. Some of the types of cases that can warrant a lawsuit against FedEx include:
THE PROCESS OF FILING A LAWSUIT AGAINST FEDEX
Filing a lawsuit against FedEx for injury or property damage requires the plaintiff (the person who was harmed) to prove that the company was negligent and caused the harm. The process may involve filing a civil complaint, discovery/pre-trial stage, settlement negotiations, trial, and appeal (if necessary).
Filing a Complaint: Once you have retained an accident attorney, they will file a civil complaint on your behalf in the appropriate court. This serves as a formal outline of your allegations and gives the defendant an opportunity to respond. Your attorney will diligently work to obtain the best possible outcome for you. The defendant (or defendants if the case involves other entities besides FedEx) may request changes to the courts or seek case dismissal.
Discovery and Pre-Trial: During the pre-trial stage, the plaintiff and the defendant(s) participate in discovery, a crucial phase that involves obtaining relevant documentation and evidence. Transparency is essential, as both sides must share the evidence uncovered during this process. As the plaintiff, you will sit for an deposition which is when the defendant's attorneys a questions about the incident and how it has affected your life. As the pre-trial process unfolds, the parties will likely make numerous court appearances for scheduling of the trial and to argue motions focused on particular legal issues that may arise.
Settlement Negotiations: Prior to the trial date and throughout the pre-trial stage, the two sides may engage in settlement discussions which may include a mediation in an attempt to resolve the case. All parties have a chance to explore the possibility of a settlement. If an agreement is reached, the need for a trial is eliminated.
Trial: In the absence of a settlement, the trial commences. Both sides present their case over the course of several days before a verdict is rendered.
Appeal: Any party involved in the lawsuit can choose to appeal the verdict. If the appeals court affirms the lower court's judgment, the case ends, unless the losing party appeals to a higher court. If the judgment is reversed, the appellate court will usually send the case back to a lower court to take further action (e.g., a new trial or a modification to the previous verdict or judgment).
Hiring a lawyer with proven experience in cases against FedEx can help ensure you receive full and fair compensation for medical bills, lost income, and other losses. While some cases may go to trial, the vast majority of cases result in a settlement.
EXAMPLES OF FEDEX SETTLEMENT AGREEMENTS AND VERDICTS
FedEx, being the second-largest package delivery company in the US, has a large fleet of delivery trucks and over a quarter of a million employees, including over 124,000 commercial truck drivers. Due to the volume of shipping, FedEx drivers have been involved in numerous motor vehicle accidents. Below are some examples of notable FedEx settlements and verdicts over the last few years.
FedEx Truck Crash Verdict (New Mexico, 2022): The US Supreme Court affirmed a $165 million verdict against FedEx stemming from a truck crash that killed a young mother and critically injured a toddler. This was the largest recorded jury verdict in New Mexico state history.
FedEx Truck Crash Settlement (Nevada, 2022): A Nevada jury awarded a woman $8 million in a case alleging she sustained severe injuries in a rear-end FedEx truck crash.
FedEx Truck Crash Settlement (North Carolina, 2019): Plaintiff filed a lawsuit against FedEx after sustaining head, neck, and back injuries in a broadside crash with a FedEx truck. The case resulted in a settlement for $550,000.
FedEx Truck Crash Verdict (New Mexico, 2016): Passenger in the sleeper compartment of a FedEx truck was ejected and killed after the driver fell asleep. The family filed a wrongful death lawsuit, which went to trial. A jury awarded the family $5.5 million in damages.
FedEx Truck Crash Settlement (California, 2014): Wisner Baum successfully resolved cases for several clients after a fatal accident in Orland, California, between a FedEx truck and a tour bus. In that case, a FedEx truck veered out of the southbound lanes of Interstate 5, crossed the median, and crashed head-on into a tour bus. Ten people on the bus died, and more than thirty were injured in the FedEx truck accident.
DO I NEED A LAWYER FOR A FEDEX LAWSUIT?
For smaller claims that simply involve damage to packages delivered by FedEx, there is no need to file a lawsuit for damages. However, if you suffer significant injuries or damage to property because of a FedEx driver’s negligence, you may want to speak with an attorney about your case.
Our firm offers free and confidential case evaluations for those involved in FedEx accidents. If you want to know more about your legal rights, talk to one of our attorneys.
To schedule a free, confidential consultation regarding your case against FedEx, fill out our contact form or call (855) 948-5098. We accept cases in California and throughout the country.
