ATLANTA, Georgia (Atlanta News First) – A Sandy Springs couple is angry with Amazon over a rushed delivery that caused thousands of dollars in damage. After a year of not getting help, the couple turned to consumer investigator Better Call Harry of Atlanta News First Investigates.
Clifford and Mirabelle Civil said the house shook as the driver came up their steep driveway and crashed into their carport and drove underneath.
“We were sitting in the living room and I heard someone in a large vehicle step on the gas,” recalled Mirabelle Civil. “So I asked my husband, ‘Did you order something from Amazon?'”
Clifford Civil is a physical therapist who had ordered a small TENS unit, a device that uses low-voltage electrodes to relieve muscle pain.
The Civils’ security cameras recorded the incident and the driver admitted to police that she was distracted. However, when the couple filed an insurance claim in July 2023, Amazon denied it.
“All the evidence is there,” said Clifford Civil. “I don’t understand it. It’s a well-known company.”
Amazon dismissed the lawsuit on the grounds that the company outsources the provision of delivery trucks and drivers to independent contractors.
In 2018, Amazon launched a program that allows individuals to start their own delivery business. There are now 3,500 direct service providers (DSPs), and an Amazon spokesperson confirmed that all delivery trucks are outsourced to DSPs, who hire staff and purchase the branded Amazon trucks.
Amazon referred the plaintiffs to the delivery company’s insurance company, but when the couple filed the claim, there was no insurance coverage.
“The person responsible for the damage to your property is not insured with us,” says a letter from DSP’s insurer. “We therefore have to reject your claim.”
The civilians spoke to a lawyer who then contacted Atlanta News First investigates for help. The Civils said the estimate to repair their carport was over $30,000.
Atlanta News First investigates Amazon provided the surveillance video and documentation and received a prompt response. A spokesperson said their team was working on a customer resolution and issued this statement on August 19, 2024:
“We thank Better Call Harry for bringing this to our attention. We have apologized to the customer for the delay and have worked directly with them to resolve the issue.”
The Civil Registry confirmed that Amazon is sending a check as compensation, but could not disclose the amount because it had signed a confidentiality agreement.
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