uShip, Inc.

The customer was charged an additional fee by their carrier because the carrier had to attempt delivery twice, thus incurring a redelivery charge of $The customer also stated the delivery was to a residence (*** *** *** *** ** ***), but listed the address as a business (which
accounted for the fee of $103.00)These fees came straight from the service provider the customer selectedWe urge them to reach out to them for any future questions

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

The customer, their carrier and uShip are having an on going conversation to come to a resolution to this issueuShip has refunded the fees associated with this dispute in the amount of $The remaining funds were released by the customer to the carrier and are no longer in our possessionI
have also passed the customer all of the information they will need in order to apply to the Ship With Confidence GuaranteeNo submission has been received at this pointOnce this is received, our Billing department will review the case and reach out to the customer to discuss next steps

I have tried reaching out to their customer service support team many times and they have failed to resolve this matter They ignore the majority of the emails or they make excuses but never resolve anything

Shipments that get picked up from the same location, by the same carrier, on the same day, going to the same location are considered to be one shipment by the carrier because that freight will move together for the whole time the carrier has the freight in their networkThe customer's total
pallets moved together as pallet positions in the same trailers for the entirety of the linehaul YRC performedThe carrier that the customer selected then had to rebill the customerThe charges are coming directly from the carrieruShip does not have a say in how these companies bill as they do not work for uShip in any way

We definitely understand why the customer is dissatisfied with the transporter he selectedLate shipments are upsetting, and of course no one expects their items to arrive damagedWe do offer cargo insurance for purchase, but the customer chose to not purchase thatThe provider does state that
they have insurance, so the customer should be pursuing the damages with the carrierIf the carrier is being unresponsive, or if the customer is not comfortable reaching out on his own, we are happy to step in to open up the lines of communicationRegarding payment, uShip did not set or accept the price of the shipmentIf there was some sort of agreement that partial payment would be acceptable in the event of delays, then again, he can pursue that with the carrier and we are happy to help him do soWe can certainly reach out on the customer's behalf to see if the carrier is willing to come down on price given the circumstances, but we cannot change the price of the shipment because it is something that was agreed to by the carrier and the customer, not by uShipuShip charged a $booking fee on this shipmentWe will refund that fee as a courtesyThe customer can also continue to work with our support teamWe're here limited hours on Saturday and Sunday as well

All SWCG applications are submitted to our Billing departmentThe customer will be contacted from a member of that team for further steps

The shipping customer agreed to the Terms and Conditions presented by the a third party insurance company at check outSince the insurance company is a separate entity, uShip is removed from the process once a claim is fileduShip does not have any control over the payouts and decisions that are
made by the insurance companyThe service provider was removed from out platform for the way this issue was handledThe customer was refunded the full bid amount on 8/11/and the remaining cost of insurance on 4/21/At this time, the customer has been refunded in full from uShipIf the customer feels the service provider was responsible for the damages, they can pursue them legally to pay for the amount desired

Complaint: ***
I am rejecting this response because: I have been in contact with another person that used him and they have not received their items in over a month butthis is who you allow to bidThis is your trusted professional They rejected me because lack of proof so I will not stop until I find itI will reach out to othersthat can proof that not just my items had the bedbugsI also can prove I did not have them priorBecause then why would I move with them? I have never made a claim using you before why would I make this up now? I want to speak to someoneThis man is a crook and because I trusted you I am paying for it as well as others.
Regards,
*** ***

Relisting the shipment did not result in higher feesThe original bid could no longer complete the shipment as their schedule filled upUnfortunately this can happen in the shipping industryHowever, as a courtesy, we will provide the buyer's account with a $credit that will apply to the total cost of the shipmentThe buyer is the person who should be setting up the shipment as they will need to receive important information regarding their purchased item

The customer's shipment was repriced by Pitt Ohio due to the amount of space it took up in the trailerWhen they booked, the only information provided was the weight and the freight class of the itemsUnfortunately, all of the pallets took up over ft of linear space in the truckWhen that
happens, it's considered a full truckload shipment and is billed as such (with a minimum of 20,pounds)Attached below my signature is the information we received from Pitt Ohio (the LTL carrier)If you click here ***) you will see the section of Pitt Ohio's rules tariff that better explains it

We are sorry to hear the service provider selected was not able to accommodate the customer's shipmentSince uShip is a feedback driven platform, our cancellation policy allows both parties to leave feedback during a cancellationHowever, our staff can assist the customer in creating another
listing while the we process the cancellationAs for payment, uShip offers an optional 10% credit after a cancellation in the even the customer wants to rebookThe customers cancellation was completedI can confirm the 10% was refunded back to the original form of paymentAt this time, the customer has been refunded the full amount of $Please allow the bank 1-business days to process the funds

Complaint: ***
I am rejecting this response because: Shipping document was sent to *** *per her request. Document describes the shipment exactly as it was described in the request for quote forms on UShip's website. The carrier won the business based on price and after they delivered the shipment, they added additional charges equal to triple the initial amount. We find this unacceptable and unfair. If the shipper made a mistake, we are not going to pay for that mistake. The shipper needs to honor their quote and cancel the overage charges
Regards,
*** ***

This really isn't accurateFirst, the customer WAS refunded for 90% of the bid amount as promisedSecond, the reason his service provider canceled on him is because he relisted his items on our site well into his bookingThe carrier gave the following reason: Told the customer when the item was
booked on 2/1/that we were requesting a business day pick up windowCustomer agreedAs of today (2/11/15), customer has re-listed the item on ushipItem # ***We do not want to send a truck and vehicle not be thereThird, we would never tell a customer that a refund is not possibleWe simply needed the cancellation to be complete firstIt was completed yesterday at 6:pm and we have completed the refund of the credit as a courtesy this morningThe customer can contact us for anything additional, but it sounds like everything has been resolved

The customer spoke with a member of our Billing department in regards to the Ship with Confidence Guarantee - a $offer that would help customers in the event insurance could notOur Billing staff requested an invoice, pictures of the damage and an estimate of the costThese things are required
to in order for us to process the guaranteeThe customer failed to provide us with this informationIf the customer has these items, he should send them into our Billing department so we can continue the process

The Service Provider that was chosen entered a time frame on the accepted bid: Service Provider will pick up shipment between 3/8/and 3/11/2017.Service Provider will deliver shipment between 3/13/and 3/15/2017. The service provider is still within his accepted time frame
However, the shipment can always be cancelled for a full refund if the customer wishes to go with another providerThe providers that use uShip to find shipments do no work for uShip in any wayThis means we have no control over how they run their businessOur agents are attempted to contact the driver to establish communication

The customer can contact our support staff at [email protected] in regards to this issue so that we can follow our procedure to help resolve thisOur staff will can reach out to both parties to figure out the best way to resolve this payment dispute

Complaint: ***
I am rejecting this response because:
The "refund process" demands that I wait hours for the "vendor" (***) to respond to my cancelation I have already contacted *** shipping company and have declared my intention to cancel the orderI can provide this correspondence
*** 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 refundedUntil then, without guarantee of a refund, a charge back is my most viable route to resolution
Regards,
*** ***

Complaint: ***
I am rejecting this response because: uship has actually defended the service provider and PayPal dispute team has not returned the moneyI paid uship for a service that was to be provided by the 1st and it was not delivered until the 2nd and with over 1k In damageThe service provider was dishonest and told me he delivered it and everything was fineCome to find out it was delivered a day late and at 3am with damage! Uship is defending a service provider that is dishonest and providers poor serviceThey are still allowing the service provider on the site and shipping items!
Regards,
*** ***

The customer booked his shipment with a ***, not uShip.comEvery LTL carrier looks for non-commercial addresses and will bill an accessorial if necessaryIn this case, the customer booked shipments with the carrier *** charged him additional funds for a shipment that was pounds heavier
than described and another shipment that had limited access delivery*** is not associated with uShip and uShip has zero control over the fees they chargeThe customer can reach out to uShip customer support to discuss any late fees that might have been applied to this balanceIn regards to damages, the customer did not purchase cargo insurance at the time of check out so a damage claim will need to be filed directly with the carrier *** as they were the one who handled the load