uShip, Inc.

I booked to have an adopted dog shipped to me, the shipper canceled, stating he could not reach me via e mail or phone. I never received ANY communication attempts from him. Now USHIP will only refund 35.00 dollars, to be used on future ship ents, out of 212. Dollars and change. What a rip off, I am a senior and live off of social security. I do not want to ever use their company for future shipment after being treated to such poor business.

Review: After requesting the cancelation of an order almost immediately after placement (minutes), uShip proceeded to process a credit card transaction of 279.69 to "book the order". This was after I demanded the order be cancelled numerous times. After speaking with numerous individuals, it is clear that they are aware of my "cancellation request", but refuse to process this request. uShip has collected funds for a service that they have no intention of providing, and that I have no intention of receiving.Desired Settlement: These funds must be returned immediately. uShip had no right to process the credit transaction.

Business

Response:

We have attached the ticket that details our written correspondence with the customer. As with most companies, we do have a process that must be followed in order for a customer to complete a cancellation and receive a refund. This process has been clearly detailed for Mr. [redacted]. and he has been informed that we will certainly process a refund for him once the process has been completed. We cannot do so while a chargeback is in play though. He has also been informed of this. He must close out his chargeback so that we can take the normal steps to process his refund. He is welcome to continue to work with [redacted] throughout the process.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The "refund process" demands that I wait 72 hours for the "vendor" ([redacted]) to respond to my cancelation. I have already contacted [redacted] shipping company and have declared my intention to cancel the order. I can provide this correspondence.

[redacted] has not charged my card; uShip has. uShip is attempting to shift the responsibility for resolution to the customer.

To be clear:

uShip is forcing me to wait through an arbitrary period, during which their contractor will respond to my complaint.

uShip charged my card, not the contractor.

I have already canceled with the contractor.

I have no transactional relationship with the contractor, they have not charged me.

uShip is responsible for resolving issues with their contractors.

I am not responsible for reconciling issues between uShip and its contractor s.

uShip has not promised a refund. They have not agreed to resolve this issue. Moreover, they are trying to encourage me to stop pursuing a charge back from the credit card company before guaranteeing a refund, which is to their advantage and is designed to diminish my power to act to resolve the situation.

I will stop pursuing a charge back once the money is refunded. Until then, without guarantee of a refund, a charge back is my most viable route to resolution.

Regards,

Business

Response:

While we did not find a chargeback, the customer's cancellation has since been completed and he has been refunded as requested. Please let us know if there are any open questions.

I was forced to cancel my shipment 2 consecutive times from 2 different transporters with the same excuse of the truck being broken down. In the end, due to UShip's policy you only receive 90% of the total amount paid and the rest to be used on a future service from the company. Who would want to continue to pay for a service that you aren't receiving? It would've been a little better if someone would've at least tried to give me an alternate date of when the shipment could've been made.

Review: We recently started to use U Ship since we had a need for shipping items that we had not had in the past. At first the services seemed great but after a few shipments we started seeing additional charges come in after the items had been delivered even though we paid up front for services. I was able to get Customer service and a young lady politely explained to me that although they "Quote" shipping the quote are not binding since apparently they have no binding agreements with the carriers they represent to lock in pricing. Although I explained that was a potential issue for me as I had to provide accurate and binding quoted to my customers who were receiving the product I accepted the fact that a "Quote" in their industry does not mean the same thing as a quote in mine. IE its not binding. So that in mind and with her explanation that certain days were better to get quotes that were more accurate due to what days adjustments were made we set up another shipment through them. This time the bill came and it was over $10 more than quoted. I spoke to someone and they explained that I had inadvertently put my contact info down on the bill of lading so they could contact me if needed to arrange delivery and because of that the shipper considered that a "Call Ahead" requirement and that was an additional $10.73 charge. This was sometime around Oct 19th. I proceeded to pay the amount with our company CC and chalked it up to a learning experience. A couple of weeks ago I got an e-mail form U ship stating that they had received a $.01 credit and that it had been applied to my account as a credit towards further shipments. I did not think much of it even though they had demanded immediate payment from me on "Underpayments". This weekend I received a threatening e-mail from their collections department demanding payment of a $.01 charge that was past due. Needless to say after all that had happened already with them I was a little ticked. I mean really they harassed me when their quotes were inaccurate but I paid them now they owed me $.01 and somehow their accounting system decided to send me a past due statement as if I owed it to them. I immediately sent off a admittedly nasty e-mail to them as I was FUMING that they could be this inept and confrontational to a customer. I explained that they owed me not the other way around and that I thought their pattern of behavior was starting to look like intentional fraud to me. Today I received a response from [redacted]. uShip VIP & Commercial Account Manager. This is what their response was.

Hi [redacted], (My name is clearly in my e-mail as [redacted] so this tells me she is not really that concerned with verifying my situation just canned response to me)

Thank you for contacting us regarding both the debit and credit that was issued to you. Thanks to you, we are now taking action that will reduce the amount of any outstanding invoices by the amount of the ensuing credit.

With regards to the balance due to uShip, our website adequately states that the quote is based upon the shipment characteristics entered by the user and the shipping date requested. In this particular case, you didn’t originally require a notification prior to delivery service and thus when the shipment required that service to be performed, the LTL carrier charged for that service. Also, the fuel surcharge changed based on the quote date and actual ship date. It is customary for LTL carriers to adjust their fuel weekly. Most experienced LTL shippers understand the fluctuation of fuel costs and the weekly changes.

We are sorry for your experience. However, as a marketplace, we match shippers to LTL carriers and do our best to provide accurate quotes from the carriers based on the information provided by the shipper. Please pay down your outstanding $10.73 balance at this time.

Regards,

[redacted].

uShip

VIP & Commercial Account Manager

So not only did they not understand my letter explaining they owe me $.01 but they now say I owe them an additional $10.73 (This feels allot like fraud or complete ineptitude from their staff at least) I have a screen shot from today of their accounting system showing I have a 0 balance so I am not sure where she is getting this but at this point I am beyond upset and I just don't want others to have to deal with a company like this if they don't have to. My thoughts are if they get a complaint form the Revdex.com it may not make them stop them from everything but perhaps it might encourage them to clean up their act a bit to save future people some heartache.

Thank you in advance for any assistance you can provide.

Regards,

Vice President

[redacted]Desired Settlement: I would really like them to admit they have made an error in both the original e-mail trying to get me to pay $.01 that should have been a credit to my account and also in writing acknowledge that my account is a 0 balance and again they mad a mistake in saying I owe them an additional $10.73 now.

A written apology would be nice also since they have set my blood boiling with these situations more than once. I am a person who takes paying his debts seriously so any accusation that I am somehow a deadbeat or that my company is such is very personal to me. Call me old school but my word is my bond and anything to tarnish that bothers me greatly.

Business

Response:

We are very sorry for all the confusion that came out of this situation. I am happy to shed some light. First, there were two shipments in question. The first (ID 12429904) was booked on 9/2/13. The customer requested additional services (call ahead) after the shipment was booked. Therefore, a $10.73 debit was added to the customer's account on 9/17 and he should have received an email stating that he owed this amount.

A second shipment (ID [redacted]) was booked on 10/2/13. This shipment was overpaid by $0.01, so a credit of $0.01 was added to the customer's account.

On 10/17, [redacted] hadn't paid off the debt, so he received an automated email from uShip stating that had a past due balance of $10.73. [redacted] signed into his account the next day and found that he had a $0.01 credit and assumed, logically, that he should only pay $10.72. Unfortunately, due to the way our system works, a credit to the customer's uShip account cannot be applied to a LTL shipment debt. The customer could not have known this and we are absolutely working on improving the communication that surrounds these types of cases.

[redacted] was left with a $0.01 debit, so he received another notice at the 60 day mark. These emails are automated. After we realized what happened, we immediately removed the debit from the customer's account as a courtesy. We also reinstated his account from the hold.

With regard to the fluctuating fuel prices conversation [redacted] mentioned, he most likely spoke with someone in our LTL department at some point, but this had absolutely nothing to do with this case. Fuel surcharges were not assessed and fuel prices have nothing to do with the balance that the customer accrued.

Regardless, we completely understand that this was a confusing and negative experience for the customer, and for that, we are sincerely sorry. We hope that [redacted] will give the platform another shot!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I had a fantastic experience with uShip. I need to move a large, but light piece of furniture from Windsor to the Ottawa area, after a death in the family. It had sentimental, rather than monetary value, and most quotes for shipping were unreasonably high. Through uShip, I received two inquiries, negotiated a price with one, and had an absolutely fantastic experience. My shipper was heading from Windsor to Montreal with an empty load, so my shipment helped to offset some of his gas expenses, and I received the piece of furniture wrapped, secured, and in perfect condition, all for a very reasonable cost.

Review: Uship is refusing to refund money I paid to them to hold in trust while using their service to hire a shipper to transport a trailer on my behalf from the manufacturer to a third party receiving company. The transporter was involved in an accident where the trailer was extensively damaged and did not report it to the police, but instead abandoned my property at a unsecured at a location unknown to me and stole my original documentation, the shipper lied to me for a week letting me believe that they had my trailer and refused to complete delivery. during this time I was forced to report the trailer stolen. The shipper and her driver/husband have a criminal record for trafficking of a controlled substance and coincidentally has no cargo/ transport insurance to repair the damage caused to my property and refuses cooperate or compensate me for repair. The agreed upon price for services $1000 (US funds) is a fraction of the cost to repair the damage that I am forced to pay for repairs. I have made numerous attempts to try and work with Uship towards a resolution with the shipper with no success. Uship claims it has no way of returning my money to me and that I should hire a lawyer. This is unacceptableDesired Settlement: I am fine with paying Uship the original fee of $35 for services rendered, but I feel the remaining $1000 needs to be refunded to me for damages and for not completing the terms of our agreement.

Business

Response:

The reason why we cannot refund the customer's money is because there is a dispute between the customer and his chosen carrier. The carrier did transport the shipment from Georgia to Montana, so services were rendered. We have worked very diligently to help the two parties come to an agreement on payment, but they have not been able to reach an amicable solution. uShip is a neutral venue and cannot determine who owes who what, especially in the case that services were rendered. We are happy to refund the customer any fees paid directly to uShip. He is welcome to reply to his member support representative for more information.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The delivery was never completed my trailer was damaged and abandoned in a field no where near the destination specified, it then sat there for over two weeks unsecured. that is not a completed transaction. Uship has not taken any action other than a poor attempt at mediation. The shipper caused the damage but your company allowed the shipper to provide services to customers through your site even though they have a criminal record for possession of narcotics with intent to distribute and the owner of country transporter has a suspended licence for a impaired driving charge but was somehow still able to operate on your site. but instead of doing whats right and refunding my money. You are protecting the shipper who has no intention of compensating me for over $4000 damage to the trailer, I have had to pay out of pocket in addition to the $1000 for shipping because I hired a transporter using your service.

Regards,

Business

Response:

We understand the customer's desire to recover funds, but as we have explained, we are a neutral venue. Therefore, we cannot determine what funds are owed to which party, especially when the provider has transported the item across the country. We simply cannot release funds to either party without consent. Neither party is consenting, so we cannot take action at this time.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: at this point I have been returned my money, I would recommend you improve your communication between departments within your company. What I am concerned about now is why you allowed a company who's owners have with a criminal history of narcotics distribution, impaired driving charges and with no insurance to provide service to customers through your website? Do you not require a criminal record or back round check? what about proof of insurance? Yes the provider drove my trailer across the country but destroyed it in the process and then abandoned it, but according to your rebuttal just getting the shipment to the destination city is good enough for uship. What are you plaining to do in the future when a provider and a customer are at an impasse? because your current policy of being a "neutral venue" is just a copout so you don't have to take action.

Regards,

Review: as a service provider with uship inc I have had numerous complaints with uship customer support staff. 1. uship discriminates against service providers with their excessive cancellation policies. We have had customers book shipments with my company then realize they can get it delivery in time frame they want so they cancel the shipment. Then USHIP charges the service provider with the cancellation. If you have more than 1 cancellation in 10 matches then you get charged extra percentage on your next shipment booking. Even though I did nothing wrong. Therefore i'm charged more because USHIP LOST MONEY SO I GET PENALIZED!!! Customers describe shipments with weights, dimensions, and description of item to be shipped. Sometimes the information is totally wrong and shipment can't be moved due to DOT regulations. so shipment gets cancelled. Again not my fault. But USHIP charges me for the cancellation and again I'm charged a higher BOOKING FEE on the next shipment. My company has had driver issues which they were fired. However as a concerned businessman I return the shipments back to customer rather than hold onto the load as the customer would like their item in a timely fashion. USHIP CHARGES me again at a higher booking fee. To a point that they charging my company almost 40 percent to book a shipment. This I would call discrimination and extortion. Also I have made several complaints to USHIP about their service providers being unauthorized to perform the services they state (NO DOT OR ICC AUTHORITY) Uship Reps tell me that they have no way of tracking that issue which is a total lie. When I signed on with USHIP I entered all the required information about my company INCLUDING ICC// DOT numbers and am safer watch certified with them. The support rep stated that not all shipments require icc/dot certification. However according to THE DEPT. OF TRANSPORTATION any item being transported for a fee requires said authority. BUT USHIP ALLOWS THIS TO HAPPEN. USHIP is guilty by association. Most drive-away shipments service providers don't have authority or insurance, and held are accountable by DOT COMPLIANCE. Since I have made big stink about these issues with them Uship has suspended my account. My business relies on these shipments for loads Uships intention is to put me out of business. This company is totally incompetent in DOT COMPLIANCE, and does not care about the public with allowing UN-compliant service provider to do business especially without insurance.

2. As Uship charges customers almost $100.00 to post a shipment THEY double dip by charging service provider a BOOKING FEE. That is be greedy. They should charge customer for posting shipment but if it wasn't for the service provider they would not be in business. Uship constantly states that they internet connection site that connect shippers with transporters, and they are a mediator for both parties but in reality they are CROOKS.Desired Settlement: 1. USHIP should refund all BOOKING FEES that is my profit they extorted from my company.

2. Be held accountable for DOT COMPLIANCE of its service providers. and be fined by DEPT of Transportation for allowing these practices to happen for each shipment without authority // insurance violations.

3. Provide proper training for Support teams on DOT COMPLIANCE.

4. Cease Operations until ALL complaints mentioned above have been addressed. or shutdown completely.

Business

Response:

This provider’s account was placed on hold numerous timesfor multiple violations of our user agreement and general bad behavior such asnot responding to inquiries regarding disputes with customers, damagingshipments and not taking responsibility, not bidding all inclusively, etc.During one of his most recent interactions with our staff, he said "I amdone with uSHip - close my account". He is upset with our cancellationpolicy (a policy he agreed to by creating an account and booking through thesite) and seems to blame his cancellations on our mutual customers. In reviewinghis cancellation history, we found that he has simply not communicated andno-showed many times. His cancellation rate is very high; he has canceled over27% of his matches and almost none of his cancellations appear to be thecustomer’s fault. He was expected to abide by the same cancellation policy asevery single provider that uses our site. Yes, there are penalties forexcessive cancellations. There is nothing extortionist or discriminatory aboutit.With regard to his second complaint, uShip is a neutralvenue, not a governing body. We provide a third party service that allowscarriers to opt into being monitored for proper licensing and our useragreement states that you must be able to legally haul any shipment you bid on,but ultimately it is up to our end users (both providers and shippingcustomers) to ensure that they are doing their due diligence when it comes to qualificationsand legalities. His third complaint (labeled 2.) is that we charge people touse our site. We’re a business and we have every right to charge for ourservices. Regarding his Desired Settlement claims…1. We did not “extort” money from him or anyoneelse. The very definition of “extortion” clearly debunks this outlandish claim.Extortion is defined as being “the practice of obtaining something, especiallymoney, through force or threats.” This person chose to book shipments throughour site. He wasn’t forced to do so and he certainly wasn’t threatened. We willabsolutely not be refunding him anything.2. Again, we’re not a governing body, so we are notaccountable for DOT compliance. We are operating well within the means of thelaw. 3. Our support teams are trained as they should beand it is not up to a suspended user to decide how and what we train ouremployees for.4. We will continue operating as-is.

Review: This site uses a method "Name your price" in which consumer states up to how much they are willing to paid for services needed. Register members of this site agree or disagree of price and services to be remdered and a contract is form based on

agree terms of pickup and deliver location, time and dates for a cost. This site them charges the consumer for services non-rendered by their register service providers and this site refuses to refund/credit or pay to its consumer for breach of contract between their register service provider and this site match making and monies collecting even after charging for different levels of fees for features such as Urgent and Feature, Insurance Coverage and charging monies for transaction. In my case their register service provider did not pick up in timely and within the agreed upon time frame my shipment thus costing me to loose my shipment value over $6500.00 and due to the time frame allocated via this online contract for pick up and delivery of my goods/shipment, I had to paid a one month interest charged on my credit card of $73.54. Furthermore, I followed up this sites service provider request, terms, rules and policies as well as USHIP's terms, rules and policies yet still after pick up of my goods was not done in time and it was lost, I placed a claim againts the charged and paid for insurance coverage the same one was denied, and after over 20 emails and notes via this site's ways of communications and the same amount to include text messages and voice messages with this site registered service provider, I had to them cancel the service request and had to via another 10 or so message get this company to pay me back in full for the breach of contract that they monitor and charged for have requested their help in recup for the interest charge as well as recup for my lost of shipment and this site has declined any such help or payment/refund of such losses and or expenses. Paid $73.54 in interest charged to my credit card and lost my shipment estimated value as mentioned before of over $6500.00. This sites emails continues to stated "so sorry for the inconvenience but will not refund for any charges paid for this non-service and breach of contract that they advertised, monitored and matched make contract neither will they contact their registered service provider with request to refund/pay me for his breach of contract non service even after his own comment on this companies site that he did not showed up for pick up neither did he contact me in any which way to allow me time to try to save my shipment for being lost for his non performing and nothing but lies. Able to plenty see and figure out just by reviewing once again this sites comments on time frames and dates of other shipments this service provider attemded to yet leaving mine behind and making me loose it.Desired Settlement: Payment in the amount of no less than estimated lost of shipment for breach of contract and no showing up and/or communicating with customer thus causing lost of shipment. $6500.00

Payment for interest charged paid for non-service nothing done by sites registered service provider.

Or at least the min as requested via this sites payment in the amount of $500.00 dollars for the "Ship Guarantee"

for the lost of my shipment and payment of the interest paid.

Thank you in advance for your prompt help and consideration on this claim.

Business

Response:

uShip is an online shipping marketplace, not a transportation service provider. The customer used uship.com to find a transporter to contract with. She did not contract with uShip to move her items. Therefore, uShip is not in breach of any contract. Our role is very clearly in section 1 of our User Agreement. The transaction has been been canceled and the customer has been refunded for any and all funds that she paid via uShip. She does not qualify for the Safe Shipping Guarantee that she mentions because she didn't lose any funds paid to uShip or to the Service Provider. If she wishes to pursue the matter of the lost item due to time passed while waiting for her chosen provider, then she will need to do so with her chosen provider, not with uShip.

Review: The shipping service has repeatedly ignored attempts at communication regarding the status of a shipment which was directed to a new destination (NYC) after it arrived at its current destination in Miami from Seattle (the additional leg to NYC is paid for). The few emails I did receive took days in response, The promised delivery schedule was only 7 days, but now nearly 3 weeks later I haven't even gotten an ETA on the shipment.I was also assured on the phone at the carrier terminal in Orlando that the package was on its way to NYC.

In addition, trying to track down the shipment has cost me many hours on the phone, required a cancellation of a vacation and more. I did however, notice that the shipment was billed for immediately upon booking.

After a great deal of hunting down the actual company responsible for the delivery on the phone (between carrier, uShip, the freight terminal, the reconsigned carrier, and various branch offices) it turns out that the shipment has not actually been shipped yet and is awaiting an alternate carrier for pickup. This is 3 weeks after the initial consignment and payment, with an absolute vacuum of communication. On top of it all, when I did finally get through to a person who managed to track down the current status, he was extremely rude, told me that there had been replies to my email that I had missed and that he would forward those replies on. He did finally send a response over, which is not a forwarded email from a previous conversation, but an attempt at responding to my emails weeks after I sent them.

The late delivery of this boat frame will cost our business in reputation, and will require at least a partial refund of the price, or my client may even ask for a complete refund on the boat, which was custom-built. We will have lost thousands in materials and labor.Desired Settlement: I would like a refund of the delivery as well as my delivery to reach its destination. I would also like a regular update on the tracking of the shipment immediately.

Business

Response:

After reviewing this situation in its entirety with the transportation service provider, uShip believes that the following has occurred:

- [redacted] sold a boat to an out of state buyer and listed said boat on uShip going from Seattle to Miami - http://www.uship.com/shipment/1-Crate/91049594/

- [redacted] booked that shipment with a broker, 1stClassShipping, who then assigned a carrier to the shipment.

- The carrier picked up the shipment and attempted delivery, but it was refused by someone (the customer has not specified who and failed to mention this fact at all) at the Miami delivery point due to improper packaging.

- The original carrier refused to re-consign for the same reason.

- The customer then created a new listing from Orlando to New York and booked that with the same provider (1stClassShipping).

uShip is still working with the provider to figure this all out. However, the bottom line is that uShip and the provider had absolutely no control over the fact that the item was not properly packaged. Therefore, we would not be refunding the customer as the provider is actually doing more work than they bargained for.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There's an assumption here that the freight was improperly packaged. The freight was actually exceedingly well packaged, but was refused on delivery because it originally went to the wrong address. My attempt at re-consignment to get it to the proper address resulted in a delivery quote of three times the price so I simply went through the website to get a reasonable quote.

None of the response really addresses the primary issue here: a complete lack of communication for nearly three weeks. However, it appears that a delivery is imminent finally and that my customer may just be happy to receive the shipment at all. That being the case I see no further issue other than a need to see some kind of reassurance that this kind of communication failure will not happen again, or my company will certainly never deliver through 1st Class Shipping, the uShip carrier.

Most of the fault lies here with the carrier rather than uShip, although it could have been significantly mitigated had uShip been more proactive in getting me in touch with the carrier through an actual phone number, a proper Bill of Lading, or really any kind of communication or response to emails or phone calls.

Regards,

Business

Response:

uShip cannot determine whether or not something was improperly packaged as we are not involved in the actual movement of items. Furthermore, the customer contacted us via email once at 1:44pm on 5/10. That email was responded to a little over an hour later, so we are not sure what the customer is referring to by making statements of uShip being unresponsive or unwilling to assist. We are more than happy to assist our customers in communicating with their carriers - all they need to do is ask. It doesn't appear that [redacted] ever asked for this assistance directly, and we didn't know about the dispute between customer and provider until the Revdex.com complaint was filed. We feel that we've acted appropriately and swiftly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I understand that the fault lies with the carrier, 1st Class Shipping and I'll be wary in the future.

Regards,