Amazon delivery driver damages garage door, ABC11 Troubleshooter helps resolve it

KNIGHTDALE, N.C. (WTVD) -- What started as a routine Amazon delivery turned into a months-long headache for the renter and the property management company of the rental home.

The ordeal started in August of 2025.

A package was delivered by Amazon to a Knightdale rental home, and during that delivery, the home's garage door was damaged.

"There is a dent down here at the bottom as well as right here," said property manager Rebekka Simpson of Tapper Management Group. Simpson says video footage from the home shows exactly what happened.

"From the video footage, the driver clearly ran into the garage, noticed they ran into the garage, pulled back, got out, looked at it, delivered the package, and then just left. As if nothing necessarily happened," Simpson said.

Simpson says the renter reported the incident to Amazon and provided documentation, including video footage. At first, the claim was denied.

According to an email from Amazon's claims department, the email states in part, "We do not have any evidence to show that Amazon was the direct cause."

The renter submitted additional proof, including a video with sound, capturing what appears to be the crash. After reviewing the new evidence, Amazon approved the claim in November for more than $1,100 and said payment would be sent.

However, weeks turned into months with no check arriving.

"There had been no checks received to take care of the damages. So at that point, we contacted you guys," Simpson said to ABC11 Troubleshooter Diane Wilson.

After ABC11 Troubleshooter got involved, Amazon responded. A company representative said they reached out to the customer, apologized, and confirmed the group managing the delivery company's claims was working directly with them.

Eventually, the check arrived, which covered the full cost of repairs to the garage door. "You've just been so helpful. Thank you so much," Simpson said.

Amazon thanked ABC11 for bringing the issue to their attention. Wilson says the key lesson is simple: keep records. Documentation is critical, and in this case, having clear video evidence made all the difference.

SEE ALSO | Scam Alert: Fake Amazon recall texts are back, here is how to protect yourself