uShip, Inc.

The customer was removed from our platform due to the multiple issues their business model causedThe customer passed shipments to FedEx/UPS to complete after the customer paid for the shipment when it was bookedFedEx/UPS hold the customer's item until the customer pays them which means the
customer had to pay twiceuShip reserves the right to suspend or remove any user from our platform at any timeUltimately we feel that their business model does not work for our platform

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
Regards,
*** ***

Unfortunately uShip does not provide those quotesQuotes come directly from the service providers who are independent of uShipuShip has no control over the additional charges

The carrier *** is still responding to emails and phone callsShe has reached out to us several times in an effort to resolve this issueYou are currently on an email thread with *** and one of our customer support repsI encourage your to communicate there so we can put this issue to restAgain, uShip can only control fund that are paid through our platform and we have refunded those funds to you are this timeWe will not be able to compensate you for any transactions that took place outside of uShip

We appreciate the customer reaching out on this matterAs a marketplace, uShip wants to make sure that we always have as much information about our site members as possibleAs such, we do have various identity checks in place for our service providersThis customer did fail a couple of those
checksHowever, we would like to continue our investigation in order to give the customer and her husband a chance to bid on the siteOur Manger of Trust & Safety has reached out to request additional information at this timeIf *** would like to give it another shot, we're willing to try!

Our Member Support team has been communicating with both the customer and the transporterOne thing to note is that uShip does not screen providers as the customer mistakenly statedOur User Agreement clearly defines our role and our role does not include pre-screening site membersuShip has
already refunded the customer the entire booking amountThe transporter claims the fridge is still going to be deliveredRegarding the customer's request for an additional $500, the customer chose to not purchase Cargo Insurnace through uShip and this should be pursued via the transporter that did the damageHowever, we can't even determine the extent of the damage as the customer has not yet received delivery of the shipmentAs such, we're in a holding pattern for the momentThe transporter's account is on hold and will remain so until this is resolved

I spoke with our team of managers here and we reviewed all of the elements of this case againWe have decided to waive the debit on the customer's account due to a number of issuesThe customer will not be responsible for paying this amount and their account balance will be $

The remaining funds were refunded back to the customer on 1/It can take their bank 1-business days to process the funds on their endThe customer has now been refunded in full ($124.99)

Unfortunately this customer has been part of a scamuShip is an online market place where shipping customers can post items that they own and need shipped from one location to anotherThen service providers, transporters and drivers can offer the customer a bid (or price they would charge) to
complete the shipmentThe customer can then engage with each provider in Q&A and move forward with one if they feel comfortableuShip is not involved in the actually selling or shipping of any itemsuShip does not have any trucks or drivers, we are simply an online market place managed out of Austin, Tx. We have seen scams like this one where people on Craigslist or other animal forums post about animals for saleThey tell the customer that they need money for the animal, shots, shipping, ectThey often use wire transfer or MoneyGram, which cannot be reversedThese animals do not exist and it's possible the name given was fakeWe suggest the customer contact Craigslist and have the ad removed from their siteThey can also report this scam to the Internet Crime Complaint Center (***)Please reach out to *** for more information

*** is not the account holderShe is the mother of the account holderThere seems to have been a dispute between the account holder and the original owner of the dog plus the carrierFor whatever reason, the original owner of the animal decided she no longer wanted the dog to be delivered by
the transporter to the ***'sHowever, the driver had already driven over miles and ended up having to drive another 200+ miles back to the origin location because the original owner was threatening to contact the policeThe account holder released funds to the carrier, rightfully so as services were rendered: he drove almost miles roundtripThis dispute is between these parties, not with uShipWe no longer have the funds to refundWe did however refund all fees collected as a courtesy

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 goods or animalsIt appears that the customer has come across one of these scams. uShip is located in Austin, TxOur phone number is *** *** *The individuals the customer worked with are not associated with uShip in anywayFurthermore, payment methods such as Western Union and MoneyGram are commonly used by scammers as they cannot be reversed and are difficult to trace. 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 ***

Complaint: ***
I am rejecting this response because: most of the communication was done by telephone, and emailThe facts can be proven by the transactions that occurred in the sequence and with the timing that they didAlso, I have emails from WHiat confirming the much more expensive transport agreement that occurred just a day or two after the artificial bid placed via Uship had expiredInitially, I placed a request on uship for transport of a vehicle. A bid for that transport was placed immediately by We haul it all transport (WHIAT) that was the lowest, by a significant amountOver time (days-per U Ship policy) the bid was not fulfilled by the company offering itThey never contacted us, the just didn't do anything (knowing that we would call to find out what happened to our transport that we paid Uship to arrange.) WHY WOULD A COMPANY OFFER A BID, THEN NOT FULFILL IT?? BECAUSE IT WASN'T REAL!! IT WAS A PLOY TO HAVE US CONTACT THEM ASKING WHY THE VEHICLE TRANSPORT WAS NOT PERFORMED (at u Whiattship's direction). The bid was accepted by us, so, once again, why was it not filled????? It is because the bid was too lowWe didn't know thatWe just knew it was significantly lower than the other bidsWhen we contacted Whiat, they said the really didn't have anyone (so why did they offer a low bid on the job, if they didn't have anyone?)By then, we were stuck because we had to have the vehicle transported by Jan1, 2016!!! So I (nievely) asked them what we should do? (A PERFECT SET UP!!!!)NATURALLY Whiat just happened to know a company that was $350.00!!! "But" they told me,"we won't notify Uship, so that we can save both of us paying their fees"Buy placing a fake low bid, thereby forcing us to contact them (at Uships direction), they had usWe needed the transport that we requested and was bid on several days before, now urgently!! That's when the MUCH higher price was proffered.The timing and the facts speak for themselvesThe issue is that both Uship and I got scammed by Whiat! Bad oversight by Uship!
Regards,
*** ***

The uShip Support team has been working on the customer's issue since the evening of 2/At this time, the shipment has been reversed back to booked and the customer has been refunded in full due to the complicationsTo confirm, a full refund has been issued as of 2/6/Please allow the bank
1-business days to process the funds on their endWe encourage the customer to reach out to *** if there are any further issues with the service provider

The customer’s service provider picked up the wrong trailer and delivered it by accident. The customer worked with several members of our support staff...

to remedy the issue. The service provider admitted to the mistake and offered to remove the wrong trailer for free. The customer was refunded in full ($690.00). If the customer would like to use uShip to transport the correct trailer, uShip would be happy to offset the auction service fee. However, the customer will still have to pay their new transporter for their services.

We are very sorry to hear about the experience the customer had with this transporter. The transporter had successfully completed several shipments, all with positive feedback before this issue. Our customer service representative was correct in that we are bound by our privacy policy and cannot...

release information about why an account was removed from our platform.The customer was refunded in full from uShip and successfully applied for a Shipping Guarantee that we offer if the customer did not purchase cargo insurance. Ultimately this would have been something cargo insurance would have handled, but the customer declined the additional insurance, offered through a 3rd party company, at check out.

This is a very unfortunate situation. However, the customer has already received resolution from uShip. Unfortunately, it is not the resolution he would like, but we have informed him that we have already done all we can to help reach an amicable resolution for both parties. According to what we've...

been told, all damages occurred due to poor design by the over trailer maker and an accident that happened on the customer's property due to the customer's family and the transporter unloading the already cracked merchandise. The customer and the transporter are at a stalemate as to any agreement on who is responsible with the customer believing the damages should be filed under the transporter's insurance and the transporter believing that it should be covered under the customer's homeowner's insurance because the accident happened on his property. As we have advised Mr. [redacted], uShip is not in a position to determine fault or resolution passed assisting the two parties in communication. We have refunded the customer all fees paid through uShip, but we cannot pay for the damages. Email communication elaborating on both parties' views are attached.

The customer's account was suspended due to the fact that he issued a chargeback against uShip. Section 7 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: e) Chargebacks and Reversed...

Payments: In the event that a shipper successfully charges back a credit or debit card payment or reverses any other payment type, then uShip will reverse the payment within the shipper and TSPs accounts and the shipment would then be treated as unpaid. If the TSP has already withdrawn funds then this may result in an overdrawn account and will be subject to collections per Section 9.e.4. Unwarranted chargebacks or payment reversals initiated by uShip members are prohibited and will result in the suspension of your uShip account, and may result in uShip pursuing any and all options at its disposal to collect the withdrawn funds including, but not limited to, sending your unpaid account to a 3rd party collections agency. In the event that shipping services were not performed, all members must abide by the uShip cancellation policy described in Section 11. The uShip cancellation process ensures the integrity of the feedback system and accuracy of any refund. 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 delivered. Not 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.e. itemized list, before and after photos, etc.) but the customer never provided anything of the sort. We have asked again this week with no response and no proof of anything. 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 listing. Again, we have asked for some proof that this did not happen multiple times but the customer has yet to respond. Mr. [redacted] was sent a lengthy email this week asking him to expressly agree to certain policies because he did not seem to understand them prior to this dispute and we will not reinstate his account without knowing that he DOES understand then and WILL abide by them moving forward. He has not responded with that affirmation either, so we cannot reinstate the account at this time.

We certainly understand where the customer is coming from. Finding out that you owe a considerable amount of money after the fact is never a pleasant experience. We were able to compare the documentation from the customer (an email) and the BOL from the carrier and found there to be a very large discrepancy, two feet in length to be exact. The difference in the length of the pallets caused the price to jump because it was then considered a full truckload. The pallets could not be stacked (rightfully stated by the customer in his listing), but this was mentioned because HAD the carrier had the ability to stack them, they wouldn't have taken up so much more room than intended. The carrier is not willing to budge on the charges and there is nothing further that uShip can do.

Complaint: [redacted]
I am rejecting this response because:
   The carriers reason for canceling the shipment in the last two days is false.  No amount of refund has been received.Regards,
[redacted]

The customer is currently engaged in an on going email chain with a support agent and the customer's service provider. Please understand that there are limits to what uShip can do in this situation. Our job is to help facilitate communication between you and your provider. uShip must remain neutral in situations like this as we were not present when the damage took place. The options that remain are to continue working with the provider to see if they will provide for the damages, see if the provide is willing to forfeit payment or reduce the payment code, or take the issue to a legal level. Please communicate your desired option with the support agent via the email chain you are involved in.