A customer filed a ~$6000 Product Liability Claim against us on July 2023 stating that a motormount set we sold apparently did "property damage/personal injury issue".

As a seller we have the option to appeal which we did stating that a motormount set should not be able to cause +$6000 worth of damage to property or health unless the product was not used properly.

Customer messages us before filing claim that they would like a full refund because the part cracked when installing, quality of the metal is bad quality but when looking at the picture customer sent us there is clear evidence showing that a impact gun was used to secure the screws which is not how the motormount sets we sent should've been treated. We offered the customer a free replacement which the customer rejected and opted for a refund which he got the refund. Then later files a Product Liability claim.

The headache started when we had to deal with Amazon and Sedgwick when we simply sent a appeal message the day we receive any emails in regards to the claim asking us (Seller) to appeal. After like 10+ calls/emails/cases to both Amazon and Sedgwick on a weekly basis and Amazon would redirect us to reach out to Sedgwick as if its not Amazon's responsibility anymore which I understand but the part that I do not understand is how unresponsive Sedgwick are. Every time we reach out to Sedgwick through emails it is never answered. When we call them, they redirect us to our adjustor and it goes straight to voice mail. After numerous attempts to settle our claim, they charged us +$6000 on December 2023 through Amazon account without reviewing our appeal.

After we got charged, we kept calling/emailing and after a month we finally got a response from the adjustor:

"we attempted to notify you of the claim to handle prior issuing payment but due to lack of responsiveness our investigation showed the product failed under proper use of the product and the damage was caused by that failure"

* Doesn't even mention what were damaged or how and just straight denies our appeal and asks us is there anything to appeal

We responded with clear evidence stating that the customer's messages and pictures are enough proof to end this claim.

Well now they're still ghosting us and calls to Sedgwick are still going straight to voicemail. All Sedgwick's customer service team are tossing me around to voicemails not willing to assist to get me connected. Sedgwick's manager apparently says the adjustor I had previously no longer is in charge of our claim and redirected me to a new adjustor but doesn't even update that on their system. So now every time I call Sedgwick they won't let me connect to my new adjustor because Sedgwick's Manager did not update that in their notes. I honestly don't even know what they're doing at Sedgwick if they don't even pick up their phones.

We are really frustrated with how Amazon takes our money and gives it to customers when we as a Seller are trying to cooperate. Once they get our money all communications are cut.