The UPS Store #8

To Whom it May Concern: We have been in constant contact with [redacted] since the damage to his computer was reported back in November Unfortunately the items that he bought at auction and had shipped to himself were reported damaged in transitThese items were insured for the amount that the customer requested to have those insured for, $1,Because these items were packed by a UPS Store, and shipped under a UPS Store’s account number, UPS’s insurance company automatically covers for damages and we as a store act as the intermediary with the claimAfter [redacted] submitted the repair estimate for the damaged computer and we submitted the value of a like item from the internet of the item he reported as damaged (a Mac computer), UPS’s claim department requested additional informationWe supplied the insurance company with the paperwork requestedAfter further review from the insurance company, they stated the reimbursement for the computer could not be for more than what it was purchased for at auctionAs the receipt showed, the purchase for the computer was $When a customer comes into the store and purchases additional insurance for an item being shipped, it is up to the customer to tell The UPS Store employee the value of the itemIt is not up to the employee to verify the value of the itemIf the item is damaged or lost, UPS makes every attempt to verify the validity of the value of all items and the UPS Store is not held responsible for the declaration of insuranceOur terms and conditions state in our shipping agreement that ‘If you or the consignee has a claim against the carrier or declared value (coverage) provider for loss or damaged to your parcel, you agree to make the claim through the location that shipped the parcelYou expressly agree that we have no liability if any claim is denied or paid only in part by the carrier or other declared value provider.” Unfortunately, UPS’s insurance company decided that the value of the item was the paid amount and not what the customer insured it forAs written and explained to [redacted] via email on January 26, 2016: “UPS is only going to reimburse for the amount that you paid for the computer and not the amount that it cost to repair, despite what it was insured forIn addition, if you paid to have a repair estimate, they will reimburse for thatOn your receipt for the repair estimate, it shows diagnosisThey are saying that is not the repair estimatePlease let me know if you paid for the repair estimate and if so give me the receiptIn addition, they want to know which of the two [redacted] were damagedIf they pay for the Mac, they will pick it up for salvageIf you want to keep it, they will pay 20% less than the amount that you purchased it for.” We feel very badly about the situation and the fact that [redacted] did not get the full value of what he deemed the computer to be worth, but it is the policy of UPS’s insurance company, ( [redacted] ) to only pay out the amount paid for an itemAs written by [redacted] ***, UPS’s insurance representative, on February 11, 2016: “The claim was paid based on the UPS Tariff Terms and Conditions of ServiceThe contract pays for replacement cost, repair cost, selling price if being soldThe actual cost or declared value whichever is less.” UPS has reimbursed [redacted] $338.41, which included the shipping fee, packaging fee, packaging materials and original cost of the auctioned itemThey do not reimburse for insurance or pick up fees of which we as a store will reimburse forWe have issued [redacted] a check in the amount of $and he choose to have the computer picked up for salvage by UPSI have been in direct contact with [redacted] numerous times and have tried to give him the best service possible although not with the results he would have likedSincerely, [redacted] Owner The UPS Store Waring Road San Diego, CA 619-265- [redacted] Sent on: 2/11/9:55:PM

To whom it may concern; I did give the misdelivered package to a UPS employeeThe package was at my address for 2weeksThank You for assistance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionI have called several UPS Stores just like the one I am dealing with, I explain my story on purchasing insurance for the amount of $1,000, when only my item was purchased for $205.00, I have purchased the extra coverage because the actually iMac is well worth the $and I was lucky to purchase this at auction for this priceJust because UPS damaged the item during there shipmentI am actually losing out on my real value of what my iMac is worthI won't be able to replace it for the value I paid$won't even fix the estimated priceWell after explaining this story to several different UPS stores, all the managers at these UPS Stores explain to me that I should be refunded $1,000.00, the amount I insured my package forSo I would like them to explain to me why these MANAGERS at other UPS store are telling me wrong informationI think this UPS Store #in San Diego is trying to slip one under my eyesI will like to have this store looked at further on Insurance policy.
Regards,
*** ***

Please see attached letter in response to the customers complaint. It is not in the control of The UPS Store to pay out more dollars for insurance that is purchased through a third party insurance company. We act on behalf of the customer and have no control over the insurance company's decisions. The insurance company has strict guidelines to protect themselves from fraud and do not waiver from those guidelines. The UPS Store communicated on numerous occasions with the customer and tried their best to provide a satisfactory outcome for the customer. Although the customer did not get his full insurance amount as requested, as he purchased additional insurance for an item that was not worth the amount of money he declared it for, as proven from the auction receipt, he did receive the amount of money spent on the item, packaging and shipping

To Whom it May Concern: We have been in constant contact with [redacted] since the damage to his computer was reported back in November 2015. Unfortunately the items that he bought at auction and had shipped to himself were reported damaged in transit. These items were insured for the amount...

that the customer requested to have those insured for, $1,000. Because these items were packed by a UPS Store, and shipped under a UPS Store’s account number, UPS’s insurance company automatically covers for damages and we as a store act as the intermediary with the claim. After [redacted] submitted the repair estimate for the damaged computer and we submitted the value of a like item from the internet of the item he reported as damaged (a Mac computer), UPS’s claim department requested additional information. We supplied the insurance company with the paperwork requested. After further review from the insurance company, they stated the reimbursement for the computer could not be for more than what it was purchased for at auction. As the receipt showed, the purchase for the computer was $205.00. When a customer comes into the store and purchases additional insurance for an item being shipped, it is up to the customer to tell The UPS Store employee the value of the item. It is not up to the employee to verify the value of the item. If the item is damaged or lost, UPS makes every attempt to verify the validity of the value of all items and the UPS Store is not held responsible for the declaration of insurance. Our terms and conditions state in our shipping agreement that ‘If you or the consignee has a claim against the carrier or declared value (coverage) provider for loss or damaged to your parcel, you agree to make the claim through the location that shipped the parcel. You expressly agree that we have no liability if any claim is denied or paid only in part by the carrier or other declared value provider.” Unfortunately, UPS’s insurance company decided that the value of the item was the paid amount and not what the customer insured it for. As written and explained to [redacted] via email on January 26, 2016: “UPS is only going to reimburse for the amount that you paid for the computer and not the amount that it cost to repair, despite what it was insured for. In addition, if you paid to have a repair estimate, they will reimburse for that. On your receipt for the repair estimate, it shows diagnosis. They are saying that is not the repair estimate. Please let me know if you paid for the repair estimate and if so give me the receipt. In addition, they want to know which of the two [redacted] were damaged. If they pay for the Mac, they will pick it up for salvage. If you want to keep it, they will pay 20% less than the amount that you purchased it for.” We feel very badly about the situation and the fact that [redacted] did not get the full value of what he deemed the computer to be worth, but it is the policy of UPS’s insurance company, ([redacted]) to only pay out the amount paid for an item. As written by [redacted], UPS’s insurance representative, on February 11, 2016: “The claim was paid based on the UPS Tariff Terms and Conditions of Service. The contract pays for replacement cost, repair cost, selling price if being sold. The actual cost or declared value whichever is less.” UPS has reimbursed [redacted] $338.41, which included the shipping fee, packaging fee, packaging materials and original cost of the auctioned item. They do not reimburse for insurance or pick up fees of which we as a store will reimburse for. We have issued [redacted] a check in the amount of $338.41 and he choose to have the computer picked up for salvage by UPS. I have been in direct contact with [redacted] numerous times and have tried to give him the best service possible although not with the results he would have liked. Sincerely, [redacted] Owner The UPS Store 0008 5173 Waring Road San Diego, CA 92120 619-265-9393 [redacted]Sent on: 2/11/2016 9:55:58 PM

To Whom it May Concern: We have been in constant contact with [redacted] since the damage to his computer was reported back in...

November 2015. Unfortunately the items that he bought at auction and had shipped to himself were reported damaged in transit. These items were insured for the amount that the customer requested to have those insured for, $1,000. Because these items were packed by a UPS Store, and shipped under a UPS Store’s account number, UPS’s insurance company automatically covers for damages and we as a store act as the intermediary with the claim. After [redacted] submitted the repair estimate for the damaged computer and we submitted the value of a like item from the internet of the item he reported as damaged (a Mac computer), UPS’s claim department requested additional information. We supplied the insurance company with the paperwork requested. After further review from the insurance company, they stated the reimbursement for the computer could not be for more than what it was purchased for at auction. As the receipt showed, the purchase for the computer was $205.00. When a customer comes into the store and purchases additional insurance for an item being shipped, it is up to the customer to tell The UPS Store employee the value of the item. It is not up to the employee to verify the value of the item. If the item is damaged or lost, UPS makes every attempt to verify the validity of the value of all items and the UPS Store is not held responsible for the declaration of insurance. Our terms and conditions state in our shipping agreement that ‘If you or the consignee has a claim against the carrier or declared value (coverage) provider for loss or damaged to your parcel, you agree to make the claim through the location that shipped the parcel. You expressly agree that we have no liability if any claim is denied or paid only in part by the carrier or other declared value provider.” Unfortunately, UPS’s insurance company decided that the value of the item was the paid amount and not what the customer insured it for. As written and explained to [redacted] via email on January 26, 2016: “UPS is only going to reimburse for the amount that you paid for the computer and not the amount that it cost to repair, despite what it was insured for. In addition, if you paid to have a repair estimate, they will reimburse for that. On your receipt for the repair estimate, it shows diagnosis. They are saying that is not the repair estimate. Please let me know if you paid for the repair estimate and if so give me the receipt. In addition, they want to know which of the two [redacted] were damaged. If they pay for the Mac, they will pick it up for salvage. If you want to keep it, they will pay 20% less than the amount that you purchased it for.” We feel very badly about the situation and the fact that [redacted] did not get the full value of what he deemed the computer to be worth, but it is the policy of UPS’s insurance company, ([redacted]) to only pay out the amount paid for an item. As written by [redacted], UPS’s insurance representative, on February 11, 2016: “The claim was paid based on the UPS Tariff Terms and Conditions of Service. The contract pays for replacement cost, repair cost, selling price if being sold. The actual cost or declared value whichever is less.” UPS has reimbursed [redacted] $338.41, which included the shipping fee, packaging fee, packaging materials and original cost of the auctioned item. They do not reimburse for insurance or pick up fees of which we as a store will reimburse for. We have issued [redacted] a check in the amount of $338.41 and he choose to have the computer picked up for salvage by UPS. I have been in direct contact with [redacted] numerous times and have tried to give him the best service possible although not with the results he would have liked. Sincerely, [redacted] Owner The UPS Store 0008 5173 Waring Road San Diego, CA 92120 619-265-9393 [redacted]
Sent on: 2/11/2016 9:55:58 PM

Review: I had purchased 2 iMac computers from an auction in used condition. The UPS store agreed to pick them up because they were close by for a small fee and ship the package out to me from there store. They asked if I wanted insurance and I said Yes and paid extra in shipping. Shipping that covered me for $1,000. Well one of the iMacs were damaged when received. I have followed everything UPS told me to do, such as get an estimate, the estimate says non-repairable. So basically damaged. Well the iMacs are worth around $230.00 and $180.00. Plus shipping and insurance fee of around $110.00. I have paid extra for insurance because I knew these iMacs wouldn't be replaceable with the previous price I paid. Well UPS only once to pay $230.00 and my shipping fees back. I don't think its fair. I would like the $1,000 in order to cover my damaged iMac that I received. This is the reason why I insured it for this amount. Not to mention, I have called several other UPS stores in my area. Every store manager explains that you'll get paid by check, the full amount of what you insured it for if the iMac is non-repairable. So basically UPS needs to explain to me why I can't be offered my $1,000 in which I have insured my package for. Also, to explain to me why are other UPS Employees telling me I am also insured for my fun amount of $1,000 if my package is non repairable.Desired Settlement: UPS need to pay me on the claim of $1,000. Its clearly proven by other employees the outcome is in my favor. I have provided everything, estimate, pictures. I would like to know where to go from here.

Business

Response:

To Whom it May Concern: We have been in constant contact with [redacted] since the damage to his computer was reported back in November 2015. Unfortunately the items that he bought at auction and had shipped to himself were reported damaged in transit. These items were insured for the amount that the customer requested to have those insured for, $1,000. Because these items were packed by a UPS Store, and shipped under a UPS Store’s account number, UPS’s insurance company automatically covers for damages and we as a store act as the intermediary with the claim. After [redacted] submitted the repair estimate for the damaged computer and we submitted the value of a like item from the internet of the item he reported as damaged (a Mac computer), UPS’s claim department requested additional information. We supplied the insurance company with the paperwork requested. After further review from the insurance company, they stated the reimbursement for the computer could not be for more than what it was purchased for at auction. As the receipt showed, the purchase for the computer was $205.00. When a customer comes into the store and purchases additional insurance for an item being shipped, it is up to the customer to tell The UPS Store employee the value of the item. It is not up to the employee to verify the value of the item. If the item is damaged or lost, UPS makes every attempt to verify the validity of the value of all items and the UPS Store is not held responsible for the declaration of insurance. Our terms and conditions state in our shipping agreement that ‘If you or the consignee has a claim against the carrier or declared value (coverage) provider for loss or damaged to your parcel, you agree to make the claim through the location that shipped the parcel. You expressly agree that we have no liability if any claim is denied or paid only in part by the carrier or other declared value provider.” Unfortunately, UPS’s insurance company decided that the value of the item was the paid amount and not what the customer insured it for. As written and explained to [redacted] via email on January 26, 2016: “UPS is only going to reimburse for the amount that you paid for the computer and not the amount that it cost to repair, despite what it was insured for. In addition, if you paid to have a repair estimate, they will reimburse for that. On your receipt for the repair estimate, it shows diagnosis. They are saying that is not the repair estimate. Please let me know if you paid for the repair estimate and if so give me the receipt. In addition, they want to know which of the two [redacted] were damaged. If they pay for the Mac, they will pick it up for salvage. If you want to keep it, they will pay 20% less than the amount that you purchased it for.” We feel very badly about the situation and the fact that [redacted] did not get the full value of what he deemed the computer to be worth, but it is the policy of UPS’s insurance company, ([redacted]) to only pay out the amount paid for an item. As written by [redacted], UPS’s insurance representative, on February 11, 2016: “The claim was paid based on the UPS Tariff Terms and Conditions of Service. The contract pays for replacement cost, repair cost, selling price if being sold. The actual cost or declared value whichever is less.” UPS has reimbursed [redacted] $338.41, which included the shipping fee, packaging fee, packaging materials and original cost of the auctioned item. They do not reimburse for insurance or pick up fees of which we as a store will reimburse for. We have issued [redacted] a check in the amount of $338.41 and he choose to have the computer picked up for salvage by UPS. I have been in direct contact with [redacted] numerous times and have tried to give him the best service possible although not with the results he would have liked. Sincerely, [redacted] Owner The UPS Store 0008 5173 Waring Road San Diego, CA 92120 619-265-9393 [redacted]Sent on: 2/11/2016 9:55:58 PM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. I have called several UPS Stores just like the one I am dealing with, I explain my story on purchasing insurance for the amount of $1,000, when only my item was purchased for $205.00, I have purchased the extra coverage because the actually iMac is well worth the $205.00 and I was lucky to purchase this at auction for this price. Just because UPS damaged the item during there shipment. I am actually losing out on my real value of what my iMac is worth. I won't be able to replace it for the value I paid. $205.00 won't even fix the estimated price. Well after explaining this story to several different UPS stores, all the managers at these UPS Stores explain to me that I should be refunded $1,000.00, the amount I insured my package for. So I would like them to explain to me why these MANAGERS at other UPS store are telling me wrong information. I think this UPS Store #0008 in San Diego is trying to slip one under my eyes. I will like to have this store looked at further on Insurance policy.

Regards,

Business

Response:

Please see attached letter in response to the customers complaint. It is not in the control of The UPS Store to pay out more dollars for insurance that is purchased through a third party insurance company. We act on behalf of the customer and have no control over the insurance company's decisions. The insurance company has strict guidelines to protect themselves from fraud and do not waiver from those guidelines. The UPS Store communicated on numerous occasions with the customer and tried their best to provide a satisfactory outcome for the customer. Although the customer did not get his full insurance amount as requested, as he purchased additional insurance for an item that was not worth the amount of money he declared it for, as proven from the auction receipt, he did receive the amount of money spent on the item, packaging and shipping.