uShip, Inc.

The customer applied for the Ship With Confidence Guarantee which is the last thing uShip can offerThe customer should follow up with our Claims specialist in regards to the status of the Guarantee claimAs for the remaining payment to uShip, uShip has decided to refund the remaining portion that would be due to the service providerAt this time, the customer has been refunded in fullPlease remember it can take the bank 1-business days to process the funds on their end

Complaint: [redacted] I am rejecting this response because:Business has horrible customer service and business practicesInstead of requesting documentation to determine someone’s identity you automatically assume and fraudulently connect them with someoneI have no knowledge of the person I am being connected withInstead of actually investigating you hide behind “well we can do what we want”Immature and poor business ethicsI will let the public know what type of service you provide Regards, [redacted]

The customer at delivery refused to accept the item and therefore the service provider was not compensated for their timeuShip Terms and Conditions state that the service provider should be paid regardless of damage or the shipping customers acceptance of the itemThe 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:TxDMV law (under Chapter of Title 43) requires all transporters to have a minimum standard liability insurance of cents per pound of article weightUship has cheated me by posing as a marketplace for authorized carriers while it exposed me to a transporter who was in violation of this basic Texas legal requirementAfter the situation went out of control, Uship cannot hide behind my not buying their “cargo insurance” that is offered above and beyond TxDMV requirements.Uship has committed an act of fraud by being in collusion with an unlicensed transporter and by acting as conduit to draw unsuspecting customers into potentially dangerous situationsSince, Uship fraudulently duped me into contracting with an unauthorized carrier, Uship needs to compensate me for the loss, mental anxiety and inconvenience caused Regards, [redacted]

The customer contacted us saying that he was getting ready to accept a bid and that he had a creditOur rep explained that the credit would be applied when he accepted the bidHe never requested a refundI see that he did not accept a new bid, so we are happy to get him that refundAll he had to was ask!

Complaint: [redacted] I am rejecting this response because:1. I am aware of UShip's position. My point is that the position adopted is a) morally wrong, b) shows a reckless disregard for public safety, c) remains subject to the law of negligence which cannot be contracted out of - and I would suggest the receipt of money for a service does create a duty of care to myself as a customer, d) allows UShip to be unjustly enriched and e) chooses to have a rating system that overstates the performance of shippers. See the sixth bullet in point 3 below.2. Having been forewarned by myself and others about criminal actors using UShip, UShip will not escape blame when a customer is robbed, beaten, raped or killed by someone who has a long criminal history (see [redacted] ***) or is working illegally and when medically unfit (see [redacted] ). If UShip is so happy about its legal position and is such a good American company, why does it not have a message on its booking screen saying: "WE HAVE NO IDEA WHO IT IS THAT WILL BRING YOUR GOODS TO YOU. IN FACT, MAYBE THEY WON'T BRING YOUR STUFF AT ALL AND WILL JUST STEAL IT. OR DUMP IT IN THE STREET. OR MAYBE THEY WILL ARRIVE AND WILL EXTORT MORE MONEY TO GIVE YOU YOUR PROPERTY. IF THAT'S TOO MUCH TROUBLE THEY MAY JUST BEAT YOU AND TAKE YOUR WALLET, OR SEXUALLY HARASS YOUR DAUGHTER, AND KILL YOUR CAT. WE DON'T KNOW! AND WE JUST DON'T CARE. IT'S YOUR PROBLEM NOW. OH AND BY THE WAY, THANKS FOR THE MONEY YOU PAID US". 3. UShip has no regard for the FTC's eCommerce guidelines which state inter alia:- Consumers who participate in e-commerce should be afforded transparent and effective consumer protection that is not less than the level of protection afforded in other forms of commerce.- Businesses should manage digital security risk and implement security measures for reducing or mitigating adverse effects relating to consumer participation in e-commerce.- Businesses engaged in e-commerce should pay due regard to the interests of consumers and act in accordance with fair business, advertising and marketing practices as well as the GENERAL PRINCIPLE OF GOOD FAITH [my capitalization].- Businesses should not exploit the special characteristics of e-commerce to hide their true identity or location, or to avoid compliance with consumer protection standards and/or enforcement mechanisms.- Businesses should not offer, advertise or market, goods or services that pose an unreasonable risk to the health or safety of consumers.- Online disclosures should be clear, accurate, easily accessible and conspicuous so that consumers have information sufficient to make an informed decision regarding a transaction.4. It's ok. It is clear UShip is mercenary and does not give a damn. I am appalled and disgusted but sadly not surprised - the last driver I complained about had actually been locked-up (and certainly not for the first time it turned out when I obtained his background records) en route to pick up my property. UShip would rather people get hurt then implement basic safety steps. In the interests of the public good I will do my best to advise congress about this exploitative behavior - that is much more important than my own individual circumstances. You can beat your as they will care, because you can't run for cover or shirk responsibility when somebody says "I told you so". Regards, [redacted]

Revdex.com: 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, [redacted] ***k

As stated in the previous response, Mr [redacted] must apply for the guarantee by following the appropriate steps listed in the link provided by ***We cannot simply send someone money without the proper process being followedFurthermore, our guarantee states that we will compensate up to $for damages, not $and we clearly state what steps must be taken in order to qualifyThe customer should take note and [redacted] will be more than happy to assist him with that process

First off, the User Agreement that all members agree to in order to create an account on our platform states that uShip has the right to hold or suspend and account at any time for any reason (Sec 18)The customer has been working with our Trust and Safety department to work through issues with multiple shipmentsThere have been multiple policy violations including issues with the carrier's federal authorityOur Trust and Safety department has reached out to several customers to check on the status of the shipments as this account is heldUltimately our staff has the right to determine if an account is a good fit for uShip or notIn regards to the "Scams", I am not sure what the customer is referring toI would encourage him to reach out to our staff and explain those situations so we can look into these issues

Complaint: [redacted] I am rejecting this response because: I do not believe the company's statement Regards, [redacted]

[redacted] contacted us initially and explained the nature of the issues he was experiencing with the carrier he booked with on our marketplace UShip refunded our fees shortly after hearing of the negative experience and the unfortunate events that unfolded The remaining fees which were due to the carrier were left intact in order for [redacted] and his carrier to negotiate a fair price Our agents kept thorough written communication and assisted with the payment negotiation while remaining neutral to both parties as stated in our user agreement Both sides debated their desires to reach an amicable solution We provided account credits which both users could utilize on the site for future shipments to help guide the negotiation to a resolution As the dispute escalated uShip then refunded [redacted] fully for the cost of the transport on the site, in addition to providing account credits which ultimately surpassed the total cost of transport As a neutral marketplace uShip was not liable for the damages and repairs required to the trailer However made valid efforts to assist in this dispute by providing mediation efforts between the two parties and fully refunding [redacted] for the transportation costs on the site We also provided details and support to [redacted] on applying for our Ship with Confidence Guarantee we offer for situations involving damage such as this We have yet to receive an application, but are ready to help if he applies

Complaint: [redacted] I am rejecting this response because: I would like a complete refund due to the damages to my vehicle Regards, [redacted]

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

We cannot determine exactly what happened off-site or why the provider had to cancel, but we do see that the provider is accurate in stating that a listing was created yesterday as evidenced by this URL: http://www.uship.com [redacted] Regarding the refund, it was processed just this morningDepending on the customer's bank, it may take 1-business days to appear

uShip is an online shipping marketplace, not a brokerWedid not broker this customer's shipmentThe customer opted to book with abroker through our site and she paid a deposit via uShip with the remaining balancedue to the broker under whatever payment terms the broker set forthThecustomer had to agree to those terms during checkoutAttached, you will seethe bid placed by the broker with the payment terms the customer describes.These were displayed to her again on the checkout page where she entered herpayment information for the deposit in the amount of $The customer initiated a cancellation on our site on 12/As Caleb informedher, we do allow the other party hours to respondThis policy is laid outin our User Agreement which the customer had to agree to when she created heraccountIt was also available to her before she was required to enter herpayment information and ultimately book her shipmentWe certainly could have contacted the broker on the customer's behalf to see ifthe cancellation could be completedWe do not record our phone calls, so we donot know if this option was presented or exercisedRegardless, thecancellation was completed yesterday and the refund of the full deposit paidthrough uShip was processed on the spotThere was and is no reason for achargeback or credit card dispute to be initiated as our policy clearly statesthat you will be refunded upon completion of a cancellation if you pay via thedeposit methodWith regard to emails bouncing back, we did have an issueover the weekend that blocked many of our customer emails from reaching us andwe are sincerely sorry about thisThis has since been fixed, so MsHerbert iswelcome to email us directly for any detailed informationThough, given thather cancellation is completed and her refund processed, it sounds as thoughthis has been resolved

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 10870697, and find that this resolution is satisfactory to me. Regards, Matt Sabatini

uShip does not arbitrarily send invoices for additional chargesIf an additional charge was assessed, it was assessed by the carriernot uShipuShip simply processes the chargesBased on the customer's files, I find that we've requested documentation that would allow us to dispute the charge on the customer's behalf multiple times beginning in April and we have yet to receive that documentationThe customer is currently communicating with [redacted] in the LTL department and it appears that he is close to getting us the necessary documentationOnce we receive that, we can helpOur suggestion is to continue working with [redacted] and his chosen carrier

Complaint: [redacted] I am rejecting this response because:The shipping type was identified as pallets in the original quote Had I been given a quote originally that includes the now adjusted amount, I would not have chosen the bid It is not acceptable to make a bid with a known quantity of pallets including the weight and type of goods, and then change the quote after goods have been delivered and the original bid paid in full PittOhio should not make and act on bids if the bids do not meet their policies Regards, [redacted] ***

We are very sorry about the confusionWe investigated the events surrounding this situation and we found the following: The listing began at a starting price of $ There was one automatic price increase to $ The shipping customer then edited his listing at 8:37PM on 11/25, increasing the price to $at which point Mr [redacted] received the notification stating the price was raised to $ 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 $ Mr [redacted] accepted the offer at $90.So, the rep he spoke with was in fact correct in saying that the customer changed his priceIt just happened VERY quickly and Mr [redacted] clearly didn't notice itTherefore, 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 fundsWe have coached the rep that replied to MrSoutherland's email with our phone number rather than reaching out via phone callThat 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

The customer contacted us directly and we have already processed a full refundHe is welcome to reach back out if there anything else we can do