We had a UPS shipped by a vendor to our client, which they shipped via FedEx frgt (350lbs). Once it arrived on site, the client opened the box and realized that the UPS had broken free from the screws holding it down to the pallet and had been rolling around for the ride. It was completely smashed and had internal visible damage, although no outward damage to the box. It was obvious from the damage to the inside, that the pallet had been dropped. The Vendor shipped this fedex freight - FOB origin (not our choice but we were not asked) and they billed us for freight vs using our account. They refused to file the claim, leaving it to us, which we did, beginning 8 days after the delivery.
We tried filing online, calling, faxing to their fedex frtg claim, emailing to several listed email addresses, including one we received from the main office for the Boston facility that had delivered the goods to the client. No reply. We finally got a live person on the phone several months later and after multiple times emailing, faxing and calling. They told us the claim had failed to be filed due to our name not being on the BOL. We go back to the vendor that had originally refused to assist and they file the claim. Claim denied because of "no outward damage" and it taking "almost two weeks" to file the claim. It should be noted that on the paperwork, it states to file the claim within 21 calendar days. We were well within that time frame. How do we appeal this process and get another UPS to our client? We are going on 3 months now. The damaged goods are still sitting on their dock. We are so frustrated by all this. Thank you.
We tried filing online, calling, faxing to their fedex frtg claim, emailing to several listed email addresses, including one we received from the main office for the Boston facility that had delivered the goods to the client. No reply. We finally got a live person on the phone several months later and after multiple times emailing, faxing and calling. They told us the claim had failed to be filed due to our name not being on the BOL. We go back to the vendor that had originally refused to assist and they file the claim. Claim denied because of "no outward damage" and it taking "almost two weeks" to file the claim. It should be noted that on the paperwork, it states to file the claim within 21 calendar days. We were well within that time frame. How do we appeal this process and get another UPS to our client? We are going on 3 months now. The damaged goods are still sitting on their dock. We are so frustrated by all this. Thank you.
