It’s important to first mention that this informative piece is not an attempt to attack anyone or put blame on companies. It’s a matter of receiving clarification on policy. The reality of life in the mountains can be challenging, to say the least.

On July 26, 2023, a few residents of the Paradise Valley Estates (PVE) noticed their UPS packages were not being dropped off near the door but were left on the road. When residents inquired about the delivery method, they were informed of a new UPS policy.

Drivers were instructed to no longer drive packages up to mountain homes and to just leave the packages at the road or driveway entry. Paradise Valley Estates HOA Treasurer Danyiel O'Hearn was tasked with researching and reaching out to UPS for clarification.

The following UPS policy was found:

“The official UPS driveway policy is that no driver, under any circumstance, should pull into the driveway of a residence in 2023. They are expected to park on the curb and walk up to the house to deliver the package - however, this can be unrealistic because of the efficiency standards drivers are held to and the lengths of some driveways.”

The policy, not fully clear, fails to mention exceptions, if any (i.e., heavy packages, weather, safety, etc.). After a lengthy discussion and being passed around from one person to the next, O'Hearn filed a concern.

Given the information relayed to the residents at PVE, mountain folks fear the loss or damage of packages due to weather (rain, snow, and wind) or wildlife. Another concern residents are feeling is the lack of communication from UPS, as residents claim the company did not notify customers prior to enacting the policy so they could prepare for any changes.

HOAs in particular have to develop standards and memorialize them in their documents; package deliveries are part of those standards. “It is poor business to not give customers any notice so they can prepare,” according to many residents.

One response from UPS stated the policy was set in place due to the “high number of customer complaints, property damages, and accidents, especially in the mountains.”

This statement came with a suggestion that residents can either put a large delivery box at the end of their drives, which an HOA would have to address within their standards, or customers can pick up packages at the customer counter located at the hub in Commerce City.

One UPS representative stated, “I apologize for the inconvenience this policy has caused.”

Two days after the initial concerns began and during one of the county’s biggest hail/rain storms, one resident, while at home, received a notification from Amazon that a package was delivered.

Keep in mind, the resident’s drive meets the standards according to the UPS policy. They stepped outside to retrieve the package, to no avail. Come to find out, the package was in the drainage ditch.

“If I had not been home and able to retrieve the package from the drainage ditch before the downpour the package would have been washed away in the deluge. Further, not only is my drive within the amended policy that UPS had provided on 7.26.23, but it is 300+ feet with a turnaround large enough to accommodate emergency vehicles; it also accesses our other property next door which basically adjoins both sides of Paradise Valley Parkway. “

The resident continues, “Though we do not want people to use it as a through-way, they are private drives to our homes, and it would make it effortless for UPS to access both addresses.”

After said incident, a complaint was filed with UPS. One homeowner called Amazon to see if there was a way to determine the package carrier before placing an order or if choosing a carrier was possible. After a promise of a 48-hour turnaround response, the homeowner is still waiting for an answer from Amazon.

Another homeowner called UPS stating that she was granting UPS permission to drive on her driveway but UPS has not responded. Nor has UPS responded to an email request for direction regarding drives that meet the 300’ (football length) requirement.

Resident concerns across mountain communities include the lack of consistency by UPS with either the official UPS 2023 driveway policy or with the policy that was enacted by upper management.

Residents voiced wanting to receive direction on what, if any, steps need to be taken to validate the 300’+ drives so owners and UPS drivers are aligned. “We are concerned that this policy will result in lost and damaged package claims as even if we purchase the largest parcel boxes there is no guarantee it will accommodate all packages (Amazon packaging isn’t always efficient).”

A justifiable concern is that once it is commonly known, it may invite an increase in package thefts. Many mountain homes have cameras, but many do not. How many will need to purchase a security camera or two and add them to their homes? How many cameras will need to be placed near roads, in hopes of a little comfort?

There’s no denying that deliveries are one of the many challenges of mountain living. Frustrations can add up quickly, especially when there is no clear communication or understanding of why things drastically change.

Let’s hope UPS and other conglomerates will find ways to work with residents of mountain communities to establish a better system of communication and delivery.