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Member
Posts: 11
Registered: ‎09-07-2017

Damage to Floor during delivery - Sedgwick not responing

A delivery from Best Buy caused damage to my hardwood floor back on June 6, 2017.  I notified Best Buy immediately and was referred to Sedgwick to file a claim.  I was given a claim number and was informed that the delivery was contracted out to another company, DSI and I would be contacted by them.

 

I have been going back and forth with DSI and Sedgwick for almost 3 months now.  The latest communication with DSI told me they are filing a claim with their "hauler's" insurance company, but they cannot supply me with a claim number.

 

I have cooperated fully with all that has been asked of me (sending pictures of the damages, received my own quote for the cost after being told for 4 weeks that a "flooring specialist" would come and assess the damage - which never happened).  The delivery paperwork clearly noted the damage that occurred.

 

I have tried to reach out to customer service via your 1-800 number and Facebook.  The only response I receive is "We will escalate your claim with Sedgwick".  The only thing Sedgwick does is "follow up with DSI".  I cannot get a hold of Sedgwick, they do not answer the phone or return phone calls.  DSI has not denied the damage - I have an email from them stating their "hauler" is clearly at fault.

 

Why must I go through all these hoops to be compensated for damages that were the result of doing business with Best Buy?  A legitimate insurance company would process the claim and seek reimbursement from any third parties that were involved.

 

I would appreciate any help you can offer.

 

 

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Re: Damage to Floor during delivery - Sedgwick not responing

[ Edited ]

Hello Ladybugs005-

 

Welcome to the Best Buy forums!  It was very disheartening to hear how long you have been dealing with this whole situation and we’re grateful for all the patience you’ve shown us this far while working with DSI. 

 

I had a chance to look at the many cases opened on your behalf and I teamed with my Facebook partner Alison who really did a lot of the legwork for this case already.  She sent me the email from the Sedgwick team lead who reported you've spoken and you're aware DSI has reported this to their insurance company, but there will be some delay on DSI’s part until their insurance company can make a decision. 

 

Per her notes this entire process has been explained along with the knowledge that Sedgwick will keep pressing DSI to resolve the claim as soon as possible.  Continue to work with the Sedgwick leader and please allow DSI to process the claim with their insurance company.  I’m crossing my fingers this gets resolved soon and always feel welcome to write to us on the forums if you have any other comments, questions, or concerns!

 

Kindly,

JJ|Social Media Specialist | Best Buy® Corporate
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Re: Damage to Floor during delivery - Sedgwick not responing

This topic has been moved to its own thread under the board Delivery & Installation for further review.

Member
Posts: 11
Registered: ‎09-07-2017

Re: Damage to Floor during delivery - Sedgwick not responing

I fully understand that insurance claims can take some time.    My issue is that DSI stalled for over 2 months by telling me someone would come to my home to assess the damage and saying they were "reaching out" to the hauler.  Finally on August 23 (over two months after the damage occurred), DSI stated they were now filing a claim with the "hauler's insurance" and "They will contact you shortly with a resolution"  As of today, September 13, I have not been contacted by an insurance company, and DSI nor Sedgwick has been able to simply provide me with a claim number.   This makes me wonder if an insurance claim has even been filed and it appears as if no resolution is in sight.

 

I have been patient through this entire process, but it should not take over 3 months to resolve an issue that was clearly caused by a Best Buy delivery.  It is a shame that Best Buy would allow this type of treatment for their customers.

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Registered: ‎09-29-2008

Re: Damage to Floor during delivery - Sedgwick not responing

Hey Ladybugs005,

 

The fact that this has been going on for months is just unacceptable, and I will be your point of contact on this moving forward. JJ-BBY is out of the office, which is why I responded to this thread on his behalf.

 

I have emailed Sedgwick on this asking them to get me the most current status of your claim, and asking them if there is anything we can do to expedite this. I can advise you to get an estimate done on how much it will cost to repair the damage if you already haven't done this. I will reply back once I hear back from Sedgwick on this.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎09-07-2017

Re: Damage to Floor during delivery - Sedgwick not responing

Thank you for your response.  I did obtain my own estimate back in July and both DSI and Sedgwick have received copies as well as photos of the damage.

 

Thanks again for your help and I look forward to having this taken care of as soon as possible.

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Re: Damage to Floor during delivery - Sedgwick not responing

Hey Ladybugs005,

 

I did hear back from Mary Ann at Sedgwick. They stated they have spoken with you today. They stated they called DSI and were advised that DSI has reported a claim of the damage to State Farm their insurance company. They asked DSI to make sure your State Farm claims representative contact you today, and they asked DSI to confirm that this contact was made. Sedgwick advised me they will continue to follow up with you and with DSI to make sure your claim gets resolved in a timely manner moving forward. Let me know how this goes.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
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Re: Damage to Floor during delivery - Sedgwick not responing

I have not been contacted by a State Farm claim representitive. I did receive an email from DSI stating they were working with their claims department to have this pushed through insurance. I do not believe an insurance claim has even been filed since no one can provide me with a claim number.

This is not an insurance delay, it is clearly a delay on DSI's part to take responsibility.

At this point all I am hearing is lies and empty promises and I am left with a large gouge in my hardwood floor that no one will take responsibility for.

Posts: 7,950
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Registered: ‎09-29-2008

Re: Damage to Floor during delivery - Sedgwick not responing

Hey Ladybugs005,

 

I have reached back out to Sedgwick asking them to do what they can to make sure the State Farm claim representative contact you.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎09-07-2017

Re: Damage to Floor during delivery - Sedgwick not responing

I have still not been contacted by a State Farm representative.