uShip, Inc.

Anna booked with an LTL freight provider on the site by choosing them independently.  uShip is a neutral marketplace that connects shipping customers and transportation service providers.  In this specific payment dispute between the two parties, the transportation service provider...

requested more funds based on the precise weight and dimensions of shipment being heavier than represented by the shipping customer in their listing.  Due to the tardiness of the shipment, the shipping customer felt they were due some recourse on the pricing, however the 7-day estimated delivery is an estimate, unless a priority guaranteed shipping option is chosen.  We advised the customer they could submit a manufacturer’s spec sheet or a detailed loading sheet to dispute the dimensions/reweigh documentation provided by the transportation service provider.  We also advised that with this documentation they could file for a chargeback.

The customer indicated in his listing (http://www.uship.com/ca/shipment/Golf-clubs-clothing-and-camping-gear/10519525/...⇄ that he was esimating the weight of his shipment and that it could weigh more. The broker specified in his bid that there would additional charges should the shipment weight more...

than stated. The weigh document showing that the customer's shipment weighed triple what he stated is attached. It is up to a customer to make sure their listing is accurate as this is what service providers use to calculate their bids. Unfortunately, there is nothing uShip can do in the case of a misrepresented shipment as the charges are fully justified.

The customer has been refunded in full for the issues they experienced with their broker as of 1/5/16. The broker itself is working with our Trust and Safety team and is trying to resolve the issue.

Complaint: [redacted]
I am rejecting this response because:Perhaps it would be helpful if the representatives dealing with the Revdex.com actually spoke to UShip support. UShip has already refused to cover my extra costs related to the shipment, in fact, the shipper's cancellation was actually more profitable for UShip because I had to pay more. UShip support has also refused to provide the shipper's details so that I can sue her personally.So to be told to contact UShip support is nothing but a fob off given I have already dealt with them - which is why I contacted the Revdex.com. I did not contact the Revdex.com until after I had already exhausted my avenues with UShip itself. Does UShip want me to go round in circles until I give up? 
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]

As we informed Mr. [redacted] multiple times, our system allows for a refund once a cancellation has been completed. His cancellation was completed and his refund was processed simultaneously last night.

[redacted] has been working with our support team to get the puppy to her final destination. There was also mention of a partial refund for the partial transport from Pennsylvania to Ohio, but we have not heard back from either party ([redacted] or [redacted], the transporter) regarding what they feel might be...

a fair amount. We cannot decide on the customer's or transporter's behalf what an appropriate amount for a refund would be. This is something both parties must agree to. Once we have an agreed upon amount, we can make changes within our system to ensure [redacted] gets paid the adjusted amount and [redacted] is refunded the rest. We suggest that [redacted] continues to work with our support staff and [redacted] to reach this agreement so that we can take appropriate action on our side. To be clear, "services not rendered" does not apply in this case because, while the shipment was not completed in full, services were in fact rendered by way of the fact that the transporter picked up and transported Tempe from one point to another.

The customer applied for the Ship With Confidence Guarantee which is the last thing uShip can offer. The customer should follow up with our Claims specialist in regards to the status of the Guarantee claim. As for the remaining payment to uShip, uShip has decided to refund the remaining portion that would be due to the service provider. At this time, the customer has been refunded in full. Please remember it can take the bank 1-7 business days to process the funds on their end.

The customer paid their carrier offsite. The carrier can no longer complete the shipment, and the customer was refunded in full all monies paid to uShip.com. Our support staff is working with the customer and carrier to get the remaining portion refunded. We also encourage the customer to contact...

their bank.

Complaint: [redacted]
I am rejecting this response because:Despite repeated claims by Uship that they are refunding my payments, I have only received $100. but I paid $124.99.Uship has insisted I file a police report. Since I am in Florida, the local authorities have refused to accept a report and have told me I must file the police report at place of origin: New Jersey. I plan on going back to NJ at the end of the month, at which time, the report will be filed.      
Regards,
[redacted]

Our Billing department handles all Ship with Confidence Guarantee submissions. If the request was denied, it must have been because not all of the requirements were met. I apologize about this. Again, uShip cannot refund the remaining funds as we are no longer in possession of those funds. The service providers that use our platform to find loads do not work for uShip in any way. They are independent companies who signed up on our platform to find shipments.

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]

The remaining credit was refunded on 1/16/18. It may take 1-7 business days for the bank to process the refund. As for the value associated with the payment code, uShip must follow procedure to ensure that the shipment is delivered. If the customer wishes to file a police report, we encourage them to contact the police in the location the item was picked up.

The service provider was given multiple chances to follow the Terms and Conditions outlined in the uShip User Agreement. Unfortunately, we kept have the same issues and violations. Our Trust and Safety team worked with [redacted] after the decision was made. Customers were given the opportunity to...

continue with their existing booking or cancel to find a new carrier. [redacted]’s account will not be eligible for reinstatement.

Complaint: [redacted]
I am rejecting this response because: the fact that uship considers itself a neutral party in the transaction should not protect them from all responsibility of a satisfactory experience. I purchased services through their website and the direct effect of purchase of those services resulted in considerable damages to my vehicle. If [redacted] sells me a burger with tainted beef and I get sick, the responsibility lies with [redacted] vs the provider of the meat. I purchased service through uShip so my contract should be through uShip. If that is not the case it is deceptive practice. I'm not asking for anything beyond the damages to my vehicle which are directly caused from my purchase of services through their website. The likelihood of being able to collect from an independent contractor for damages without lawsuit is slim to none. 
Regards,
[redacted]

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

We appreciate the customer expressing their concern over this issue. Our management staff reviewed the case and decided that due to the issue the carrier had with the shipment and the claim process, that the customer was due a full refund of $305.83. This refund was processed on 2/19 and can take...

1-4 business days to reflect on the customer's end. Our staff is still working with the LTL carrier to complete the claims process and we hope that this can be done in a timely fashion. In the mean time, we hope this refund will help the customer in this situation.

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.

Complaint: [redacted]
I am rejecting this response because: Uship, is continuing to work with a...

business that is scamming them and it's clients and, putting the clients in danger. We haul it all transport, employs very low bids on work that it cannot accomplish at that bid.  It therefore allows the bid to cancel due to a 3 day time limit, then uses the client's information, gained through UShip, to contact the customer directly, leaving out Uship and the protections of that company. It then uses very cheap substandard labor while increasing prices substancially, because "there are"no drivers available".  Then why was the initial bid offered so low, knowing that there are no drivers available? As stated previously, it is because the initial bid was phony, and a price they never could have met.
In so doing, We haul it all transport gets a client name for free, then puts this client in peril, since it employs substandard transporter, and increases prices dramatically. In my case, an accident occurred at the time of  my vehicle delivery due to unsafe practices and absolute language barrier of the transporter who spoke no English. He was therefore unable to follow my requests which would have avoided this accident. He denied an accident had even occurred and would not provide insurance information or file a report. I would not accept my damaged vehicle, unless he admitted to the accident and provided a means in with I would be compensated for the damage. He the then just took my vehicle, and hasn't been heard from since. My vehicle is gone. To resolve this, I want Uship to remove We haul it all transport from it's providers. In using this provider, they place more clients in jeopardy like they have me, in the above listed case.
Regards,
[redacted]

The customer has been working with our support team in regards to the missing item. Unfortunately additional insurance was not purchased by the customer at check out. Therefore uShip has issued a full refund, and uShip offered claim information for the uShip Ship With Confidence Guarantee. The...

customer will be contacted from the claims department after their information has been processed.