uShip, Inc.

We're very sorry to hear that Mr. [redacted]'s provider canceled on him. We agree that this is a very negative experience, and we are in the process of looking at ALL of our products and policies to determine what needs updating. Our feedback and cancellation systems and policies are most definitely on...

the table, but as they stand today, Mr. [redacted] will not be able to leave feedback in the sense of positive vs. negative or star ratings. He will need to take the proper steps to cancel via the system by clicking the Problem . Cancel button on the corresponding shipment and following the path to initiate the cancellation. We'll be happy to process a refund of the partial credit he'll receive, but again, he'll need to take the proper steps so that we have the ability in our system to do so. Mr. [redacted] should contact our support team directly if he needs assistance with the process. We can be reached at [redacted]@uship.com or [redacted].

We have been working with [redacted] on this dispute. We are definitely answering his emails and doing everything we can to help him. This is not a closed case.

Complaint: [redacted]
I am rejecting this response because:  The vehicle is currently in the shop being repaired.  I will send a copy of the invoice.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:it is not true I have not received a refund and my booking has not been reversed. I was told I would get a call today to let me know a solution. I never received a call. I called to followup at 5pm and was told the managers handling the isue were not at their desk and would definitely call me back today. It is now 8:02pm and I have not received a call. The business is now closed for the day. I regret to inform this issue is not yet resolved. 
Regards,
[redacted]

Our customer support staff is currently trying to get into contact with the service provider. We encourage the customer to report the item has stolen with the police if they feel they need to escalate this issue. In regards to payment, the customer booked the shipment for $124.99. At this time, the...

fees of $24.99 and $27.99 have been refunded. the remaining $70.02 are due to the service provider for delivery. We have a process in place to assist the customer with this cost, but we need to follow those steps as the item might still be delivered.

We are very sorry about the confusion. We investigated the events surrounding this situation and we found the following: 1.    The listing began at a starting price of $85. 2.    There was one automatic price increase to $93.3.     The shipping...

customer then edited his listing at 8:37PM on 11/25, increasing the price to $100 at which point Mr. [redacted] received the notification stating the price was raised to $100.4.     Just under two minutes later at 8:38PM, the shipping customer converted the listing to have a fixed price, and explicitly set his offer price to $90. 5.     Mr. [redacted] accepted the offer at $90.So, the rep he spoke with was in fact correct in saying that the customer changed his price. It just happened VERY quickly and Mr. [redacted] clearly didn't notice it. Therefore, since the customer was responsible for the price change and the provider accepted it as such, there would be no action take on uShip's part with regard to funds. We have coached the rep that replied to Mr. Southerland's email with our phone number rather than reaching out via phone call. That was definitely not along the lines of the excellent customer support we strive to offer and he has our sincerest apologies for that part of the complaint.

Complaint: [redacted]
I am rejecting this response because:I have no connection to any UShip member and have not ever had a UShip account. I do not understand this claim of a link to a band account. UShip has failed to make any contact with me to even discuss this issue. I am being punished for a violation which I was not apart of. What has my company done in the past to cause this? I have never worked with UShip before my attempt to open my account less then 24 hours ago.
Regards,
[redacted]

uShip was notified about the issue and attempted to mediate between the two parties to come to a resolution. Unfortunately the shipping customer released payment to their transporter, which is the equivalent of handing over cash. uShip is no longer in possession of these funds. We have permanently...

suspended this transporter from our platform and refunded the service fees to the shipping customer. The shipping customer can go after the transporter legally if they wish. uShip will cooperate in anyway that we can.

Complaint: [redacted]
I am rejecting this response because:Business has...

horrible customer service and business practices. Instead of requesting documentation to determine someone’s identity you automatically assume and fraudulently connect them with someone. I have no knowledge of the person I am being connected with. Instead of actually investigating you hide behind “well we can do what we want”. Immature and poor business ethics. I will let the public know what type of service you provide.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: There is a service charge for services not rendered and the amount quoted by the shipper has changed due to their mistake I am not asking for them to pay the shipper I am asking that the fee's be waived to lack of communication and as for my customer he would not be part of Uship if it wasn't for me I need these items gone two weeks ago and it seems to be paused due to lack of communication
Regards,
[redacted]

The customer at delivery refused to accept the item and therefore the service provider was not compensated for their time. uShip Terms and Conditions state that the service provider should be paid regardless of damage or the shipping customers acceptance of the item. The customer reached out to...

uShip Customer Support who is working with all parties involved to seek a resolution.

Complaint: [redacted]
I am rejecting this response because:The Company has no concern for the safety or ethics or fairness in doing business. That is mercenary and un-American.The Company is ignoring FTC guidelines, especially where the Company's feedback system is skewed in favor of its shippers.The Company has been warned that this particular shipper is unreliable, recently homeless, probably working illegally and almost certainly a liar - yet it continues to allow her to operate.The Company has not provided me with the drivers license details necessary for me to assert my legal rights (the ones the Company denies me) against the shipper.The Company is short sighted in that its unethical and unsafe business model will inevitably result in an injury, death or disaster that will be a public relations disaster. At which point I will make sure that all involved, including investigators, are made aware that UShip willfully chose to ignore the risk of that injury, death or disaster, despite being warned. 
Regards,
[redacted]

We definitely understand why Mr. [redacted] is upset. Being told you owe more money than you thought you would is always frustrating. Attached is the re-weigh certificate provided by Central Transport which shows a significant difference in weight from what Mr. [redacted] listed...

([redacted]). Mr. [redacted] was informed of the additional charges and had the chance to fight them prior to his card being charged. We understand that he missed the email but we do have to follow a timely process. As our rep informed Mr. [redacted], uShip does not profit off the additional charges in any way. Even so, we offered to put a $35 credit on his uShip account to which he replied, "Really???? The content of the messages is ambiguous to you??? This is not over, by far...you people infuriate me, your $35 credit towards my next shipment will best be utilized in some oriface where the sun seldom shines...it's principle now all principal!" Since we understand that Mr. [redacted] does not wish to use this credit, we are taking a hit ourselves and refunding him $32.79.

This is is horrible situation and there is no denying that. However, we have explained to [redacted] many times that we do not pre-qualify service providers who use our site. We state this plainly in our User Agreement. They are not on our payroll. We do not employ a single transporter. We're simply a...

website where people can transact with eachother. Therefore, we do not have personal information such as a copy of a driver's license, especially in the case where the person that physically transported the animals is not the person that the customer booked with on our site. We agree that the transporter owes [redacted] for the loss of her pet, but he was a member of our site, not our employee. He has been suspended from any further use of uShip and we've given [redacted] every bit of information that we have. We cannot assist in retrieving a leash when the transporter will not communicate with us. We do not have possession of the item and never did. We do have the uShip Guarantee which allows a payout of up to $500. This has been paid out to [redacted], and we have refunded her everything she paid through uShip so we are also at a loss in this situation. As much as we hate to come to this, at this point, there is nothing further that uShip can do.

The customer booked with a broker who provided the pick up and delivery dates. uShip worked for the customer to get the broker to stick to these dates, but unfortunately they were missed. Since uShip is a neutral party, we cannot force the independent brokers and carriers that use our platform to...

fulfill their services. uShip is investigating the brokers account to figure out why their dates were not met in order to avoid future issues. The customer cancelled his booking and was refunded in full.

As a neutral venue, uShip cannot guarantee the delivery times that are put in place by the service providers that use our platform to find loads (User Agreement sections 3 and 6). The customer opened a chargeback through PayPal and our Billing team is currently working with them. When a chargeback...

is opened, a merchant cannot issue a refund and must move forward through the chargeback process, as recommended by our financial institution.

The customer was given the opportunity to designate the pick up location as a Tradeshow. Unfortunately the option selected was "Business w/ loading dock". The LTL carrier they selected could not provide an accurate quote because the listing was not accurate. Therefore additional fees were applied by...

this company.

Complaint: [redacted]
I am rejecting this response because: This will become an acceptance when the credit is made to my American Express. As of this AM credit still had not posted. When it does post I will be happy to resolve this complaint.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My issue is with the entire process. I've had to chase down the driver of the car and spend an inordinate amount of time working with 4 different parties to get restitution for the damages to my vehicle. If uShip handled the issue, then I wouldn't have a problem with the damage occurring - those things happen. But, uShip has not handled the situation, rather, they have pushed off to the carrier, who is pushing to the actual truck driver. it's bad business, hence my complaint. The issue occured a week and a half ago, and I still have no idea if and when damages will be paid. What I do know is that uShip hasn't met my expectations as a consumer.
Regards,
[redacted]

The customer did not specify inside delivery when he booked the transport with R + L Carriers. The receiver requested this service and apparently did not check with the sender (Mr. [redacted]). R + L performed this service and charged as such. uShip only passes through the additional charges for the...

additional services provided by the carrier (R + L). Our support team did request for the charge to be removed, but it is ultimately up to the carrier that provided the service. R + L did deny any request for a refund. Unfortunately, this is between Mr. [redacted], the receiver (unknown to uShip) and R + L at this point. We cannot refund money that was paid to another party (R + L).