uShip, Inc.

Complaint: ***
I am rejecting this response because: I had numerous conversation (phone NOT email) and NEVER DID YOUR REPRESENTATIVES mention the fees charged to the vendor! I would have thought that a reputable organization would have COMPLETE DISCLOSURE explaining ALL FEES AND CHARGES, especially since this was my first encounter with U-Ship and specifically called to discuss the details with the staff and they walked me through the entire process, except the fees!I feel a one-time exception in this matter should be warranted
Regards,
*** *** ***

uShip.com is an online marketplace where those that need shipping services can list their needs and receive bids from independent transportersuShip is not involved in the actual shipment of any items, and we are not involved in the purchase or sale of any itemsWe have been made aware of scams
occurring on various online classified sites where the seller of an item makes and fraudulent claims about uShip and/or impersonates a uShip representative in an attempt to trick individuals into sending them a wire transfer payment for non-existent goodsIt appears the customer has come across one of these scams uShip.com is located in Austin, TxYou can contact us at *** *** *The information and individuals mentioned by the customer are not associated with uShip.com.uShip does not ship any items - we are simply an online marketplaceI would encourage you to not engage in any transactions with this individual and to contact the site where you found the ad to report it as being fraudulent, as well as the Internet Crime Complaint Center (http://www.ic3.gov/default.aspx)If you have a URL link to the original ad you found or any email correspondence with this individual, please forward that to us at uShip.com

The customer was refunded the service fee of $on 11/back to the original form of payment (Visa ending in ***)If there are any questions about that, we encourage the customer to reach out to their financial institutionAs for the remaining funds, the customer's service provider still feels that he is owed those fundsuShip needs the two parties to come to an agreement

A customer does not enter into any sort of contract by using our platform to find a transporter The customer is currently engaging in an email conversation with a member of our staff and their transporterThe insurance claim has been submittedIt appears the current issue is with the deductiblePlease note that this is out of uShip’s hands as uShip has no control over what the transporter’s insurance deductible isWe encourage the customer to continue working with their transporter to resolve the dispute *** ** Customer Operations Manager

We will be happy to contact the customer to make sure he is aware of his actions, but our development team actually checked the history of the listing and we can assure everyone involved that someone with access to the customer's account named the price at $This is not something that happens automaticallySomeone actually has to sign into the account and fill out a form to convert the listingAgain, it's possible that the customer gave someone else access to his account, but this was a manual action, not an action taken by uShip

uShip is a neutral market place where shipping customers and service providers can find each other to ship itemsThe service providers that operate on uShip do not work for uShip in any wayuShip does not advertise or assign shipments to service providersInstead, customers post listings and then
select the provider they think will work bestOur support team worked with the customer and carrier throughout this issueThere were several delays with the original carrierWe acknowledged the poor experience and offered a full refund of the funds the customer paid to uShip, $Furthermore, we approved our Ship With Confidence Guarantee to compensate the customer $for flight/travel accommodationsAt this time, any additional refund will need to come from the customer's transporter. $413.57$

The customer's vehicle was damaged by the service provider selectedAny damage issues need to be addressed with the transporter responsibleuShip support is happy to help facilitate that communicationFurthermore, section of the uShip User Agreement states: "For shipments with a payment code,
when delivery is completed, the customer can release payment from their account by marking the shipment as “Delivered” or giving the payment code directly to the TSP, which is the equivalent of making a non-reversible cash paymentTSPs can only ask for the payment code after the load is delivered when being paid through uShip Payments (exception: shipments of live animals may require payment at pick-up)The shipper agrees that they will release the payment to the TSP upon delivery of the shipment regardless of damages, delays, or any other service level issue that might have occurred during transit"We encourage the customer to reach out to our support staff for assistance at [email protected] service charge was refunded back to the customer due to these issuesThey have also filed an insurance claim and should be working with the insurance company to get this resolved

The customer's refund was was issued in full on 2/6/Standard refund time is 1-business daysA member of our support staff attempted to contact the customer today, 2/8, but reached the voice mailA follow up email was sent asking for a better time to callThe shipment has been reversed back to booked

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I appreciate your help in reviewing the case and your willingness to resolve the issue.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Their response is a few days old of what happened days after the event they described in their responseI have had two carriers bail on me since that response or from my initial question of can and how I use my existing creditBut, since my more recent inquiry, Sam from Uship has responded they will issue a refund back to my card which could take up to business days from yesterday evening. So I don't plan on accepting or resolving until I actually see the credit show on my accountMy suggestion to UShip's responder, you need to do a better job of investigating of the facts.
Regards,
*** ***

uShip in an online neutral venue where shipping customers and transporters can meet and enter into agreementsuShip is not involved in the actual transport of items, so uShip cannot guarantee that either party will go through with a shipmentIn this particular case, the customer knowingly booked
with a service provider that had negative reviews and cancellations seemingly due to the extremely low price he was offered, thereby taking a riskThe customer chose to pay the service provider ~$up frontThat money went straight to the provider, not to uShipFurthermore, according to the conversation visible in the attached document, the customer would have been paying ~$for the second vehicle*** paid $through uShip and $to the provider, but he agreed to a total of $3420, leaving ~$for the undelivered vehicleBasically, he paid just about exactly what he should have for the portion of the shipment that was completed, and he was advised by our representative that he should consider other options for the second vehicle back in July
Based on all of the above, we cannot refund ***, but we're more than happy to help him list the vehicle to find a new transporter

Complaint: ***
I am rejecting this response because:The Uship person who responded with the unprofessional grammar never did specify any policies that I violated, so suspending my account hasn't helped me in the least, since I STILL TO THIS DAY don't have any inkling as to why it happened. Plus *** and her ilk lied in saying that I could finish up the shipments that were booked. As I stated before, shipper with the furniture going from Champaign IL to San Antonio TX had his shipment canceled and he never authorized the cancellation. Quite a few months ago, somebody at Uship lied to me and said that if a cancellation happened, it meant that the shipper authorized it, and yet a dog shipper contacted me and sounded desperate to get his dog shipped after Uship canceled his shipment without his permission. That's a major difference between *** and her fellow Uship miscreants and me: She will punish somebody for no specified reason, but I will specify exactly what a Uship miscreant does that violates his own policy (Or is lying not against Uship's policy???)... Have some mature person at Uship tell me what exactly I violated, supposedly repeatedly, and then warn me instead of suspending my account, which only serves to punish shippers who have been enjoying the results of my efforts, if their feedback is any indication
Clean up your act,
*** ***

Complaint: ***
I am rejecting this response because:"The customer's account was suspended due to the fact that he issued a chargeback against uShipSection of our User Agreement expressly prohibits this action unless there is a case of a stolen credit card or fraudulent charges, neither of which occurred in this case: "Fraudulent charger occurred, as uShip frauded me after sending me a driver (who probably didn't even pass the background check) who stole my household itemsThe service uShip promised, in exchange of that charge, was the delivery of my items to another cityInstead, it was stolen by their trucker who refused to give me his address so I can't even sue him or get insurance information or send him police officersUShip claimed they are the intermediary but refused to give me his information despite the fact that I provided all the proof they requested, including the extortion attempt, which is not just against the law but also their own terms & conditions. "Unwarranted chargebacks ...."Considering the theft, damage, and threats to my life (from this person who is supposedly uShip's trucker) the chargeback was warrantedNot unwarrantedAnd it came only after months of trying to resolve the situation with uShip."The customer claims that his items were never delivered in this dispute, and in an email from September 5, 2014, he stated, "You precharged me for a service that was not deliveredNot only most my items are damaged, several high priced items are stolen by the shipper who refuses to provide insurance information." We asked multiple times for some sort of proof of missing or damaged items (i.eitemized list, before and after photos, etc.) but the customer never provided anything of the sort."The itemized list of the items are ON THE PAGE of my ad, which is on uSHIP website! Their own shady driver never gave me a bill of lading and disappeared, even after promising he would, the morning he extorted money from me."have asked again this week with no response and no proof of anything"uShip is playing ignorance just to avoid accountability on this issue. "Regarding the supposed “extortion” attempt, the customer sent us a couple SMS messages between him and the service provider that stated that he DID add some items that were not included in the original listingAgain, we have asked for some proof that this did not happen multiple times but the customer has yet to respond"I have no idea about this fabricated statementThe trucker, after he took all of my belongings, sent me an SMS demanding that I pay him more money or he would put my belongings to a storage on his own, and I reported this theft attempt extortion to uShipNot sure what other proof is requiredIn addition, the truck driver admitted that that happened, after I proved that no additional items were added as the musical instrument (i.eelectronic keyboard piano) was indeed on the ad pageSo I have the proof of text and driver's admission and uShip still had the nerve to put quotation marks to the extortion attemptUnbelievable. "Mr*** was sent a lengthy email this week asking him to expressly agree to certain policies "uShip told me I have to sign a statement saying they can charge my new credit card, the chargeback amount from the previous transactionAre you kidding me?

The customer received different information from a member of our staffWe have corrected the issue internally to make sure it does not happen againHowever, the customer setting up the listing will need to provide paymentWhen the buyer contacted our support staff, they handled the issue
correctly by setting up a listing under their nameThis would allow the buyer to pay for the shipment and receive all of the important communication associated with booking a shipmentWe apologize for the miscommunication, but will not be held responsible for any payment as no payment has been made on either accountThe buyer is more than welcome to book with a service provider of their choosingThey are currently working with our support staff

Our Trust and Safety department investigated the broker's account but it appears we have a case of two different stories without any written proofWeldon, if you have any written or visible proof that this company reached out to you after the shipment was cancelled in order to work off site, please send that in to *** with the subject ATTN: ***If we can confirm your side of the story, we will take immediate action against the brokerWe appreciate your help

Complaint: ***
I am rejecting this response because: This isn't enough but I am grateful you suspended his account. But to leave me with $after spending close to $including shipping and furniture is not fair. I used him because I trusted youI trusted you choose people you trustedI have used you for years and grew trust and all that trust is lost. I know I could have sold my furniture, and that it has decreased in value so to be fair I would settle for $800. $for the shipping and $for the Damage Claim Guarantee I believe I deserve.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:When booking on your site, I did not see anywhere a note saying that the time is not guaranteedit says "days after pickup" When you put such an affirmation people do expect that transit timeTo say the least, your "marketplace" is misleading consumers! On top of that, when I called CT and asked about the lateness of the shipment, I was told to dispute itSo when they say I can dispute it, they do cover a lateness of weeks over the time that I paid forSo this is clearly coming from your company trying to charge customers more than they paid forYou don't disclose any bills or invoices that you get from the carriers, I paid you and not CTI can't dispute it with them as I didn't pay them, they have UShip on the BOL! This is unfair business practices and I'm clearly not the first or only person dealing with your unfair billing practices judging by the number of complains your company is getting everywhereAt this point, Im not even trying to get my money back or compensation for the damages caused by late shipment, I simply ask to see no more over billing from your company
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
at the moment but do not seem to making much headway in a resolution
Regards,
*** ***

We are very sorry that Mr*** was not able to complete his transaction with the provider he chose through our marketplaceHe mentions that we do not screen carriers - that is accurate and we are very clear about that in our User Agreement and our Safe Shipping Guide, both of which he had
available to him prior to choosing his transporter and paying for the shipmentYes, he paid to book the shipment, but the funds were held in a safe account for his protection, only to be released by Mr*** himself at delivery per our instructionsAs we explained in our initial response to MrDupree, we, like any other reputable company, have a process in place when a cancellation occursWe can't simply have funds going in and out of our accounts with no notion of a transactional tieWe provided him with a step-by-step and instead of following proper procedure, he chose to initiate a chargeback. Due to Mr*** refusal to follow our process, our Billing Team began the cancellation on his behalf and messaged him through the PayPal messaging systemThe refund will now be delayed because it takes longer to go through a PayPal dispute than it does for the customer to simply initiate a cancellation and for us to process the refund as we said we would. I have attached our communication with Mr*** in support of the above

Complaint: ***
I am rejecting this response because:
Regards,
*** ***i am in full disagreementYou allowed someone to advertise a cargo insurance without having record of it The damages were done before it got to my house The oven broke because he pulled it off of his truck instead of backing it in I am a customer so I listened to what the professional recommended Uship doesn't want to take responsibility for anything and wants me to go after him personally I paid 2,dollars to have a 5,investment shipped safely and insured If I knew uship wouldn't help me nor even take responsibility I would have never hired them And I highly recommend that no one else trust uship with merchandise because if it breaks on the way it's your problem not there's They can't even provide the customers insurance they falsely advertised .The 3,lb oven fell on my mom and nearly killed her I am thankful nothing serious except a black eye happened But this uship experience was a nightmare and I want upper management to take responsibility and give me a full refund to show they can be counted on and trusted