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BBB Accreditation

A BBB Accredited Business since

BBB has determined that uShip, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for uShip, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 72 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

72 complaints closed with BBB in last 3 years | 29 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 16
Billing/Collection Issues 9
Delivery Issues 11
Guarantee/Warranty Issues 1
Problems with Product/Service 35
Total Closed Complaints 72

Customer Reviews Summary Read customer reviews

2 Customer Reviews on uShip, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

top
BBB file opened: August 12, 2005 Business started: 01/01/2003 Business started locally: 01/01/2003 Business incorporated: 01/18/2005 in DE
Type of Entity

Corporation

Business Management
Ms. Jami Caruso, Manager of Community and Member Support Mr. Matt Chasen, CEO Mrs. Heather Hoover-Salomon, Director of CTS Mr. Jay Manickam, Vice-President of Operations
Contact Information
Customer Contact: Ms. Jami Caruso, Manager of Community and Member Support
Business Category

Internet Services Mailing Services Mailing Services - International Internet Shopping Mailing Containers


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Complaint Detail(s)

7/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had my camper moved through a provider of uShip. I followed all of the guidelines and tried to work things out with the shipper but it didn't work. I do NOT want to reopen that battle. However, I stayed in constant communication with your customer service team. After no resolution between me and the shipper, I was told to follow the damage guarantee procedure which I did. It has been well over a number of weeks now and I haven't received a phone call, e-mail or a letter in the mail advising me of any information. The customer service department which is really awesome provided outstanding service and what I consider honest answers. They advised that the damage claim department doesn't take calls and will reach out to the individual. Well I've heard nothing. I had a really bad experience in using uShip and I would like for uShip to honor their "guarantee" that is plainly stated on their website.

Desired Settlement: I would like the desired uShip compensation based on my claim which was $175.00 for a new refrigerator door. Secondly, I am still awaiting for the $50.00 rebate that I submitted for using Uship. In total I ask for $225.00. Thank you.

Business Response: According to our records, we have not received any of the required materials from Ms. ****** in relation to the Ship with Confidence Guarantee. There is also no written stating that she was told no one from that unit can speak to her on the phone. The last record of any correspondence between uShip and this customer is our email to her proving the link to instructions for applying for the Guarantee. We do encourage Ms. ****** to review those instructions and apply accordingly. 

With regard to the rebate, that was processed on 4/22/2014. The customer can view her $50.00 credit by logging into her uShip account and going to Payments > View Promotional Credits.

Consumer Response: Complaint: ********

I am rejecting this response because: I was told by both of your representatives: Jacob and Issac that there is no way to speak with a member of the Damage Claim department. Whether or not they put it in your comments is not my problem. I do know that you're phone calls are supposedly recorded so that would be viable proof. I was sent out two copies of the steps on how to submit the uShip damage guarantee claim. I submitted the pictures via e-mail on April 25th. On April 28th, I mailed out an envelope containing a copy of the Bill of Lading along with an estimate of repairs. Why you never received it, well that I can't answer. I did follow all of your steps and still hold the original documents in my possession which I would be happy to send once again. 

Secondly, I will NEVER use uShip services again so I was able to verify that you issued a $50 credit to my account but I would like that cashed out to my paypal account or another form of acceptable payment. After the issues I had using uShip and the service provider I have decided to hire someone privately with variable background and references.   
I will await your reply.

Regards,

****** ******

Business Response: We do not record phone calls, but that is neither here nor there. The representatives that handle the Guarantee claims are not inbound phone reps. They can certainly speak with customers if necessary, but the regular support representatives can handle any phone call that comes through. There would have been no reason for anyone from the Guarantee department to get on the line before the documents were in hand as they could not provide any assistance beyond the inbound support reps.

We still have yet to receive Ms. ******'s Guarantee paperwork. We can certainly still accept the claim if it is resent.

Regarding the credit promotion, it is just that - a promotional account credit. These are not paid out in any other way, and we cannot provide a cash payment in lieu of an account credit.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The shipping service has repeatedly ignored attempts at communication regarding the status of a shipment which was directed to a new destination (NYC) after it arrived at its current destination in Miami from Seattle (the additional leg to NYC is paid for). The few emails I did receive took days in response, The promised delivery schedule was only 7 days, but now nearly 3 weeks later I haven't even gotten an ETA on the shipment.I was also assured on the phone at the carrier terminal in Orlando that the package was on its way to NYC. In addition, trying to track down the shipment has cost me many hours on the phone, required a cancellation of a vacation and more. I did however, notice that the shipment was billed for immediately upon booking. After a great deal of hunting down the actual company responsible for the delivery on the phone (between carrier, uShip, the freight terminal, the reconsigned carrier, and various branch offices) it turns out that the shipment has not actually been shipped yet and is awaiting an alternate carrier for pickup. This is 3 weeks after the initial consignment and payment, with an absolute vacuum of communication. On top of it all, when I did finally get through to a person who managed to track down the current status, he was extremely rude, told me that there had been replies to my email that I had missed and that he would forward those replies on. He did finally send a response over, which is not a forwarded email from a previous conversation, but an attempt at responding to my emails weeks after I sent them. The late delivery of this boat frame will cost our business in reputation, and will require at least a partial refund of the price, or my client may even ask for a complete refund on the boat, which was custom-built. We will have lost thousands in materials and labor.

Desired Settlement: I would like a refund of the delivery as well as my delivery to reach its destination. I would also like a regular update on the tracking of the shipment immediately.

Business Response: After reviewing this situation in its entirety with the transportation service provider, uShip believes that the following has occurred:

- ****** **** sold a boat to an out of state buyer and listed said boat on uShip going from Seattle to Miami - http://www.uship.com/shipment/1-Crate/91049594/
- ****** booked that shipment with a broker, 1stClassShipping, who then assigned a carrier to the shipment.
- The carrier picked up the shipment and attempted delivery, but it was refused by someone (the customer has not specified who and failed to mention this fact at all) at the Miami delivery point due to improper packaging.
- The original carrier refused to re-consign for the same reason.
- The customer then created a new listing from Orlando to New York and booked that with the same provider (1stClassShipping).


uShip is still working with the provider to figure this all out. However, the bottom line is that uShip and the provider had absolutely no control over the fact that the item was not properly packaged. Therefore, we would not be refunding the customer as the provider is actually doing more work than they bargained for.

Consumer Response: Complaint: ********

I am rejecting this response because:

There's an assumption here that the freight was improperly packaged. The freight was actually exceedingly well packaged, but was refused on delivery because it originally went to the wrong address. My attempt at re-consignment to get it to the proper address resulted in a delivery quote of three times the price so I simply went through the website to get a reasonable quote.

None of the response really addresses the primary issue here: a complete lack of communication for nearly three weeks. However, it appears that a delivery is imminent finally and that my customer may just be happy to receive the shipment at all. That being the case I see no further issue other than a need to see some kind of reassurance that this kind of communication failure will not happen again, or my company will certainly never deliver through 1st Class Shipping, the uShip carrier.

Most of the fault lies here with the carrier rather than uShip, although it could have been significantly mitigated had uShip been more proactive in getting me in touch with the carrier through an actual phone number, a proper Bill of Lading, or really any kind of communication or response to emails or phone calls.

Regards,

****** ****

Business Response: uShip cannot determine whether or not something was improperly packaged as we are not involved in the actual movement of items. Furthermore, the customer contacted us via email once at 1:44pm on 5/10. That email was responded to a little over an hour later, so we are not sure what the customer is referring to by making statements of uShip being unresponsive or unwilling to assist. We are more than happy to assist our customers in communicating with their carriers - all they need to do is ask. It doesn't appear that ****** ever asked for this assistance directly, and we didn't know about the dispute between customer and provider until the BBB complaint was filed. We feel that we've acted appropriately and swiftly.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I understand that the fault lies with the carrier, 1st Class Shipping and I'll be wary in the future.

Regards,

****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Early this year, I had to relocate from Chandler, AZ to Plano, TX due to a new job. I decided to ship out my vehicle via UShip. Their contract described there were $100 cancellation fee (not sure this amount). I knew this and proceeded very carefully not to pay this penalty. Before I paid a service fee, I fully communicated with a customer representative and told my special request clearly. Because I am moving to TX using my another Van, delivery should be later 1/16 (Thr). Of course, nobody would take the delivered vehicle at my new apartment before then. The customer representative understood and agreed to apply my special request. Then I paid the service fee using my credit card. It was slightly higher than other provider, but the only reason to make contract with UShip was a BBB accredited company. Here is the brief summary that I requested. I gave a few days pick up and delivery windows for their flexibility. Pick up @ AZ: between 1/10 (Fri) and 1/13 (Mon) Delivery @ TX: between 1/16 (Thr) and 1/19 (Sun) A service provider (I can't remember the name of the subcontract company) called me next day and he must pick up on that day (1/9) and deliver only on following Monday (1/13). I willingly accepted pick up date, but delivery date was a lot different from my request. He never (really and literally never) listen and talk his schedule only. Then he asked me cancellation and I agreed with him. He reported UShip immediately and cancelled my contract quickly. This is not the right process. I lost $100.

Desired Settlement: Credit back.

Business Response: It makes little sense that this customer has initiated a BBB dispute now, considering the fact that he received a refund for this credit almost four months ago back in January. If that is all he was seeking, he can rest assured that the refund was processed on 1/23/2014 after he unnecessarily initiated a chargeback. All he had to do was request a request AFTER his cancellation was completed. Again, there is no further action to take as this was resolved in January.

Consumer Response: Complaint: ********

I am rejecting this response because:  I did everything right after being cancelled unilaterally by a 3rd party shipper.  Again, the transaction was cancelled UNILATERALLY, and the 3rd party shipper hung up on sb.  I remember that the 3rd party driver seemed like a Spanish, and he left a memo in Uship, like "rude and poor English" about me after cancellation.  This shouldn't be a reason for cancellation even if I was.  I have a ph.D degree in US and never rude honestly.  He simply didn't want to adjust pick up and delivery schedule.  Immediately, I called and sent a complaint email to UShip, but I couldn't get any apology yet.  I had been refunded minus 10% (or $100).  I didn't cancel it, but the 3rd party shipper cancelled.

This complaint for both: UShip and the 3rd party shipper.
1. Uship already knew my tight schedule but simply assign a cheap 3rd party transportation, which was not qualified on customer base business.
2. The 3rd party shipper: he didn't know what customer service was.  He never tried to listen my tight schedule, but told only his schedule.  He said to me if you can't make it, cancel it, and hang up.

Regards,

******** **

Business Response: We are now unclear as to what the customer is asking of uShip. First, his request was for a refund that had already been processed. Now we are not sure what he is asking of us. We cannot "assign" a carrier as we are not a broker; we're simply a neutral venue where customers and those who provide shipping services can meet. Furthermore, the customer has made it clear that he found services outside of uShip, so this is a moot point. If the customer can let us know what he is seeking at this time, then we would be better able to assist.

Consumer Response: Complaint: ********

I am rejecting this response because: I feel that Uship also really don't have a business mind.  If you think about customer's situation even momentarily, you may know problems and answers easily.  Here is the most important fact that I lost my money due to their cancellation.  Also, the reason that I worked with other service provider was I couldn't trust your service any more after then.

For better business, here are my suggestions:
1. For cancellation policy: if customers cancel it, I agree with 10% (or $100) less refund.  Otherwise you have to full refund.  Uship may need to amend the policy.
2. For 3rd party service providers: you are responsible for that.  Customers purchase your service based on your business quality, not 3rd party companies.  Uship needs to mention who could be a 3rd party with rates to potential customers.  Furthermore, you have to know their service quality as well before providing service.


Regards,

******** **

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: UShip has processed an unauthorized debit from my account. A debit that I told them several time not to process. They are charging a payment I never agreed to and told them not to process. I have several emails telling them not to process the payment.

Desired Settlement: To put the unauthorized debit back into my account and a personal apology given.

Business Response: Mr. ***** listed and booked his shipment through our LTL platform which helps connect customer directly to LTL carriers without the use of brokers. Billing and payments for these shipments are based entirely on the individual carriers' rules tariffs. When Mr. ***** created his account and listing, and booked his shipment with R&L Carriers, he agreed to the Commercial LTL Instant Rate Program Terms and Policies (http://www.uship.com/user-agreement/commercial-ltl-policy.aspx). This policy specifically states, "Shipping customers acknowledge and agree that a shipment may be re-rated and/or additional fees may apply if the original quoted amount was based upon incorrect information (as entered by the shipping customer on the platform), if additional services by the TSP were required, or the TSP was otherwise authorized by the shipper or consignee to perform the pickup, transportation, and delivery functions other than as described on the bill of lading. uShip will inform shipping customer of any and all additional charges and adjustments incurred on any particular shipment via the email address on file.The shipping customer may make an online payment for any amount owed within 48 hours of notification. After 48 hours uShip will charge the shipping customer for the amount owed utilizing the payment method on file ("payment source") without other prior notice on the part of uShip. You assume full responsibility for such charges, even if such charges are declined. If your payment source is invalid or if charges billed to your payment source are declined for any reason, your account may be subject to penalties as outlined in Section 8* of the general User Agreement."

Again, Mr. ***** agreed to the above, so he did agree to be charged should the carrier assess any differences between the customer's description and the actual shipment, origin, or destination. Unfortunately, this carrier did determine that the shipment was misrepresented, and they sent the invoice to uShip. uShip in turn sent the invoice to the customer, the charges were explained to him, and our agent attempted to have at least one dismissed to no avail. At this point, the customer will have to fight the charge directly with the carrier if he wishes to continue down that path.

Consumer Response: Complaint: ********

I am rejecting this response because: I understand what Uship is saying, But they were told several times that I am disputing the claims by R&L Carrier and that I did not want them charging anything to my account. Uship charged my account not R&L Carrier. That is why I filed a complaint against them.
Again Uship was told several times NOT to charge anything to my account. I have several emails between myself and Uship stating to them to not charge anything to my account.

Regards,

***** *****

Business Response: Unfortunately, uShip has to charge the account based on our agreements with both the carrier and the customer. Once the accessorial charges have been implemented, uShip has no choice but to pass those charges onto the customer. We did attempt to release the customer from his responsibility by talking with the carrier, but they did not agree to forgive the outstanding balance. Therefore, that amount is oed by the customer.

Consumer Response: Complaint: ********

I am rejecting this response because:

I do not believe the carrier has the right to "just say" someone owes them more money and UShip take the money out of my account without my permission and after I told UShip several times NOT to take money from my account. Because I do not agree with the carrier and I did not and do not owe them any more than what I agreed to pay for the shipment. From the previous reply by UShip they also must not believe I owe the carrier more money if they "TRIED" to convince them to not charge my account more than I agreed to pay for the shipment.

The bottom line is that I was quoted a price to ship a package, accepted the quote, paid for the shipping, shipped the package, THEN got charged MORE than double the amount I agreed to to ship the package?

I did not complain when the carrier was 5 days late in picking the package up, from the date quoted, that in turn made the delivery 5 days late also?

Regards,

***** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used uship.com to book transportation of a forklift from Burnsville, MN to Sterling, IL. I received a bid from Molling Towing (uship.com supplier) to complete the shipment pick up before March 21. I accepted the contract for Molling Towing to complete the shipment. On March 27, I contact Molling Towing to see where the equipment was and they informed me the unit would be picked up that day. I informed them that everyday after March 21, that I was incurring storage fees of $15 per day. On March 31, I received a request to cancel the shipment from uship.com. I rejected the request to cancel the shipment and requested that Molling Towing pay us for the storage fees incurred ($90) by them not honoring the shipping agreement and contractual obligations. Uship.com then cancel the shipment and only refunded 90% of my payment of $520.99. Uship.com kept $80.99 of my payment. I tried to find a contact phone number on uship.com's website, but could not locate one.

Desired Settlement: We are requesting a refund of the $80.99 that uship.com kept from our original payment and $90.00 incurred in storage charges we had to pay for them not honoring the contract agreement. Total requested amount: $170.99.

Business Response: We are very sorry that the customer was not able to complete his shipment with his chosen provider. There are two separate issues at hand. First, the delay with the carrier resulted in the customer incurring storage fees and the subsequent cancellation. Second, the cancellation resulted in the customer receiving a refund of $440.00 and a uShip credit of $80.99 based on the uShip cancellation policy (something the customer agreed to when creating his account and again when booking the shipment through the site). uShip cannot determine what outside fees may or may not be owed to either party. Therefore, we cannot enforce any sort of compensation for storage fees. We can, however, act as a liaison between the customer and the provide to see if the provider is willing to compensate the customer for this. We can also refund the customer's uShip credit of $80.99 if he does not feel that he can use that credit within a year. The customer should contact uShip Member Support directly at support@uship.com or 800-698-7447 ext 2 for these next steps. Also, our phone number is located here: http://www.uship.com/support/. It appears only to logged in users.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Uship is refusing to refund money I paid to them to hold in trust while using their service to hire a shipper to transport a trailer on my behalf from the manufacturer to a third party receiving company. The transporter was involved in an accident where the trailer was extensively damaged and did not report it to the police, but instead abandoned my property at a unsecured at a location unknown to me and stole my original documentation, the shipper lied to me for a week letting me believe that they had my trailer and refused to complete delivery. during this time I was forced to report the trailer stolen. The shipper and her driver/husband have a criminal record for trafficking of a controlled substance and coincidentally has no cargo/ transport insurance to repair the damage caused to my property and refuses cooperate or compensate me for repair. The agreed upon price for services $1000 (US funds) is a fraction of the cost to repair the damage that I am forced to pay for repairs. I have made numerous attempts to try and work with Uship towards a resolution with the shipper with no success. Uship claims it has no way of returning my money to me and that I should hire a lawyer. This is unacceptable

Desired Settlement: I am fine with paying Uship the original fee of $35 for services rendered, but I feel the remaining $1000 needs to be refunded to me for damages and for not completing the terms of our agreement.

Business Response: The reason why we cannot refund the customer's money is because there is a dispute between the customer and his chosen carrier. The carrier did transport the shipment from Georgia to Montana, so services were rendered. We have worked very diligently to help the two parties come to an agreement on payment, but they have not been able to reach an amicable solution. uShip is a neutral venue and cannot determine who owes who what, especially in the case that services were rendered. We are happy to refund the customer any fees paid directly to uShip. He is welcome to reply to his member support representative for more information.

Consumer Response: Complaint: *******

I am rejecting this response because:
The delivery was never completed my trailer was damaged and abandoned in a field no where near the destination specified, it then sat there for over two weeks unsecured. that is not a completed transaction. Uship has not taken any action other than a poor attempt at mediation. The shipper caused the damage but your company allowed the shipper to provide services to customers through your site even though they have a criminal record for possession of narcotics with intent to distribute and the owner of country transporter has a suspended licence for a impaired driving charge but was somehow still able to operate on your site. but instead of doing whats right and refunding my money. You are protecting the shipper who has no intention of compensating me for over $4000 damage to the trailer, I have had to pay out of pocket in addition to the $1000 for shipping because I hired a transporter using your service.
Regards,

***** *******

Business Response: We understand the customer's desire to recover funds, but as we have explained, we are a neutral venue. Therefore, we cannot determine what funds are owed to which party, especially when the provider has transported the item across the country. We simply cannot release funds to either party without consent. Neither party is consenting, so we cannot take action at this time.

Consumer Response: Complaint: *******

I am rejecting this response because: at this point I have been returned my money, I would recommend you improve your communication between departments within your company. What I am concerned about now is why you allowed a company who's owners have  with a criminal history of narcotics distribution, impaired driving charges and with no insurance to provide service to customers through your website? Do you not require a criminal record or back round check? what about proof of insurance?  Yes the provider drove my trailer across the country but destroyed it in the process and then abandoned it, but according to your rebuttal just getting the shipment to the destination city is good enough for uship. What are you plaining to do in the future when a provider and a customer are at an impasse? because your current policy of being a "neutral venue" is just a copout so you don't have to take action.

Regards,

***** *******

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/10/2014 Problems with Product/Service
3/6/2014 Billing/Collection Issues
2/25/2014 Problems with Product/Service
2/17/2014 Advertising/Sales Issues
2/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used the broker service uShip to hire a mover. The carrier arrived on Jan 27 with a trailer instead of moving truck as was listed in the contract. I had given the exact dimentions of all boxes and furniture in my bid. The carrier could not fit car seats he agreed to take per the contract. The next day (Jan 28 11:00 am)I found a box the carrier had hidden in a back room (he had no reason to be in this room). I contacted uShip and carrier. Carrier agreed to pay $145.55 to ship via UPS but when contacted by uShip by email stated that I had signed bill of lauding and how he should proceed. I'm not aware that uShip advised him either way. Carrier then broke off all contact with uShip & myself when 2 other boxes he had hidden were discovered later on Jan 28th. I am driving to Texas and have no place to put these containers. I have pictures showing these same boxes stacked and ready to go in my kitchen and then the 3 on a high shelf in a back room. I left negative feedback concerning carrier so this would not happen to anyone else. After 28 hours without contact I was advised by two different representatives at uShip to remove negative feedback and then I could replace the feedback after he delivered the shipment. I inquired as to why his account wasn't being suspended as he had broken his contract numerous times and holding my shipment hostage. Carrier finally answered his phone Jan 29(on date delivery was due) and stated he wouldn't be delivering until Friday Jan 31 because of weather. I inquired as to how that could be when he was only 9 hours away from destination on Jan 28 at 11 am. I also remarked that since my daughter who is in the military was paying for the move through uShip that she would be checking for damage. I then received an email from one of the uShip representatives that I had been working with stating she had spoke with carrier and funds would need to be released before carrier unloaded the shipment. I then went on the Federal Movers website only to find that carrier does not have a USDOT number. I contacted uShip and was told that carriers are not required to supply the number to uShip although it is against the law for a carrier to haul household good across state lines without one.

Desired Settlement: uShip acted as the middleman yet did not assist me in resolving this. I was actually told at one point that "it's really between you and him". The suggestion to remove my feedback and then resubmit after my load was delivered is not be illegal but is unethical. I now wonder if other shippers that used this carrier had been advised to do the same thing. If uShip had threatened to suspend the carrier's account, the carrier would have been concerned about his business and more likely to resolve the problem. I feel as though I am being held to a contract by uShip and the carrier was allowed to break the contract numerous times.

Business Response: We certainly understand the stress and frustration that the customer is feeling right now, and we do feel that we've done everything that we can to help in our position as a neutral venue. We have facilitated communication between the two parties, but there is not much more we can do in a "he said, she said" situation such as this one. 

The customer claims that the transporter hid items in a back room, while the transporter is claiming that he never entered that room, nor did he see those items. uShip is a website; we are not present during the pick-up,
transport or delivery of items. Therefore, we have no way of knowing which party is correct, and we cannot and will not assume.

The customer has made claims that she believes the transporter is going to steal and sell her items, but we have absolutely zero reason to believe that's the case. The shipment is delayed, largely due to massive weather restrictions that have affected the entire country for the last couple of weeks. Surely, anyone can understand this. 

The customer has concerns about the transporter's compliance and legality. uShip is not an authoritative figure, nor do we have the ability to verify members' claims. We are very explicit about this in our User Agreement, correspondence and Safe Shipping, all of which were and are readily available to Ms. *****. It is a customer's responsibility, as the one that chooses and hires a transporter through the site, to request supporting documentation. 

Ms. ***** refers to a comment about feedback. She was not offered this advice out of the blue. She mentioned the transporter being angry that she left negative feedback. Therefore, a representative told her that if she thought it would help, we could remove it TEMPORARILY and REPLACE it once the shipment was completed. As we advised Ms. *****, she should not have left feedback in the first place because feedback should only be left once a shipment is completed. We would never suggest simply removing feedback - our User Agreement actually prohibits this unless both parties agree, the content violates another policy or we are ordered to do so by a court of law. 

Again, the customer may feel like we have done nothing, but we have spent hours emailing and calling back and forth between her and her transporter. And we have, in fact, placed the transporter's account on hold until he can address the MC/DOT issue. Ms. ***** was advised of this as well. At this point, the shipment is considered delayed, and we have absolutely no control over that. The transporter is being communicative, so there is nothing more we can do at this time.

Consumer Response: Complaint: *******

I am rejecting this response because:

-I spoke with Ms ***** ******, yesterday evening, and she actually stated the same "he said, she said" excuse that is included in uShip’s response to the BBB complaint. Attached you will find the pictures that I placed on uShip of my items stacked in the kitchen and foyer, yet none in the back room where the carrier had hidden my items. Also you will find attached the pictures I took of the items that the carrier had moved, to a top shelf in the back room, to hide. Besides the fact that these items were too big and heavy (see attached weight & measurements listed on my listing on uShip) for me to lift, and the fact it would make no sense for myself to complain about this when I had not complained that the carrier refused to take the 2 car seats that was agreed upon (see attached emails on uShip), and showed up with a trailer instead of a moving truck (see attached contract also on uShip), you can clearly see these items were in the group to be moved.
-I was originally told by a uShip representative that the carrier stated I had the items in a back room and that they were overlooked, and then I was told by a uShip representative that the carrier was claiming that I was aware that they had been left.
-The amount of time I have spent on phone calls to uShip, trying to resolve this before filing a complaint with the BBB, was just over 1 1/2 hrs total (111 minutes). These were all outgoing calls made by myself to uShip. I have received one incoming call from uShip and that was from ***** ****** for 12 minutes, yesterday evening, only after I had called and specifically asked to speak to her.
-As the broker uShip should be aware if a moving company does not have the proper licenses to advertise and operate on the uShip site. This carrier illegally moved my items across state lines against Federal laws. Uship was aware that there were ongoing issues after I notified them on Jan 28th of the carrier's shady practices. At that time uShip should have suspended the account and investigated the carrier that they were allowing to operate on their site. Instead uShip was more concerned with removing negative feedback about the carrier.
-The carrier notified uShip and myself that he was at the Alabama/Mississippi line on Jan 28th at 11 am. This is 9 hours from the destination. Taking into account the weather, the delivery still should have been able to be completed by Jan 30 which would have allowed the carrier well over 48 hours to complete a 9 hour drive. To date the delivery has still not been completed.
-I was concerned that my items were stolen after the carrier did respond to neither me nor uShip for a 28 hour period. Now I am concerned that my antiques and family heirlooms have been exposed to the elements for 5 days and I was directed by uShip (by email) that I must supply the payment code to the carrier before he unloads my items. As the email states, the representative had just spoke with the carrier and I have no choice but to assume that the carrier is concerned about the condition of my items and wants to make sure that he will get his money no matter what.
-As far as the feedback is concerned, I was actually told the information “out of the blue” twice. The first time was when the carrier had contacted neither me nor uShip in a 28 hr period and I could not understand why. I was told on Jan 28th, by an uShip representative, that the carrier was upset over feedback I left (I learned yesterday evening, from ***** ******, that uShip had received an email from the carrier on Jan 28th concerning the feedback I had left. I was not carbon copied on this email, yet I have been carbon copied on all other emails) and that I should consider having uShip remove the feedback and I would be able to repost it after I received my items. The next instance was Jan 29th when I was inquiring why it was taking the carrier two more days to deliver my items. The uShip representative stated that it would probably help to remove my feedback to “smooth things over because the goal was to get my stuff”. I was upset at this suggestion because I don’t believe it’s fair to other potential customers. I did not want anyone else to go through what I was experiencing. I do not believe this is the first time that this carrier has done this and I wonder if I check of ship’s records would show that other customers had been advised to remove their feedback in order to get their items.
-To date my items have still not been delivered. uShip did not suspend the carrier’s account until I called on Jan 29th to report I could not locate the carrier’s USDOT number which is only a matter of checking the Federal website. I feel if uShip had suspended the carrier’s account in a timely matter my items would not currently be in limbo. In the response to the BBB complaint uShip states they are not an authoritative figure yet I was told by ***** ****** that I legally had to supply the carrier with the payment code BEFORE he unloaded my items if that is what he requested. The carrier has broken the contract in numerous ways yet uShip is only attempting to uphold the contract to my end.
Regards,

****** *****

Business Response: All we can do at this point is reiterate what we have communicated to Ms. ***** many times:

- We are not a broker.
- We are not a transportation company.
- We are not involved in the actual transport of items in any way.
- Transportation service providers (TSPs) that use our site are sites members just like the customers that list their shipments. TSPs are not employed by or contracted by uShip.
- We cannot and do not validate member claims or verify credentials.

All of the above is incredibly clear in section 1 of our User Agreement:

1. uShip is a Neutral Venue. uShip is not a Transportation Service Provider (TSP), freight forwarder or broker. Our site acts as a venue where shipping customers and TSPs can meet and enter into agreements. We are not involved in the actual transaction between shipping customers and TSPs. As a result, we have no control over the quality, safety, or legal aspects of the transactions that take place on our website. uShip does not prequalify or validate the claims of TSPs including with respect to their licensure, insurance and registration. We, our website and mobile application function solely as a neutral venue and digital clearinghouse where two parties may agree on a price for a particular type of service. We are the neutral venue for this connection between you and other members. We do not provide any endorsement for you or your services, you acknowledge and agree that we do not provide the services and we are not in any way responsible for assisting you in any manner with your provision of the services. We cannot and will not guarantee the ability of members to complete payment for any of the provided services. Furthermore, due to the difficulty of individual authentication, especially on the Internet, we cannot and will not in any manner verify or confirm the identity or ability of members to pay for the provided services. You acknowledge and agree that any and all communications, correspondence, verbal or written, or any warranties or representations, made with regard to the services are not provided by us and are specifically and solely between you and the other member. Because we are not involved in the actual transaction between shipping customers and TSPs, we have no control over the accuracy of listings, the ability of TSPs to transport items, or the ability of shipping customers to send items. We cannot ensure that a shipping customer or TSP will actually complete a shipment.

We are not sure what Ms. ***** is requesting of uShip at this time. The problem, as we see it, is that the shipment is delayed, and the customer is understandably worried and upset about that. However, for all the reasons above, we cannot expedite her shipment. She is upset with the TSP she chose. He is communicating with both the customer and uShip. She simply does not believe what she is being told. We cannot assume one or the other is right or wrong, and the two parties have consistently told uShip staff the exact opposite of what the other says. We have absolutely no way of knowing what all is fact and fiction here, and we are simply a neutral third party venue that allows for a customer and a TSP to enter into an agreement, an agreement that does not include uShip in the transportation process.

If there is something else we can assist with, we are more than happy to do so.

Consumer Response: Complaint: *******

I am rejecting this response because:
uShip does have control over the carrier and shipper as in my case where they are holding the funds. They also have the control to suspend the carrier’s account so he can no longer operate on uShip. I feel if the carrier had been threatened by uShip with this action that he would have followed through with the contract. uShip chose to not suspend the carrier’s account until I brought it to their attention that he was operating without a valid USDOT license.
As far as the carrier communicating with uShip I was made aware yesterday that the carrier has abandoned my household goods in storage in Alabama, 2 hours from his home. How I became aware of this was by receiving an email communication between the carrier and uShip. The carrier was agreeing to uShip request to accept a lesser amount (uShip was yet again acting as an agent by negotiating the contract). In the email the carrier stated he just wanted to be compensated especially since he had rented a larger, more expensive storage. The carrier also mentioned pictures he had sent to uShip of my items in the storage(I requested a copy of these pictures yet have not received them). I immediately responded to uShip that my items had not been delivered. I then received a string of emails between uShip and the carrier where he was stating that I was causing drama and implying that I was well aware the items had been delivered. I called the storage unit that my daughter had reserved in Texas and found that there had been no deliveries. I then received an email between uShip and the carrier that gave the phone number of the storage unit. I called the number only to discover that the carrier had left my shipment unsecured in a storage unit in Tuscaloosa Alabama. I explained the situation to the storage unit owner and she stated that uShip had already contacted her and asked her to put a lock on my unit. uShip was well aware by this point that the carrier had abandoned my shipment in another state and left it unsecured. The carrier then tried to claim that I had agreed to let him only take the items ½ way to Texas. I was in contact communication with uShip and mentioned numerous times that I could not get the carrier to respond to me and that I thought that he had my items at his personal address. uShip continued to assure me and act like I was overacting, even on the response to the BBB complaint.  The next communication I received, after uShip was aware that my shipment was abandoned unsecured (verified by the storage owner to uShip) in Alabama, was an email to myself and the carrier requesting permission to release funds to the carrier since “we both had different stories” and “nothing in writing”. I have numerous emails, the contract, pictures, and phone records showing that the carrier broke the contract numerous times yet uShip who claim they can’t enforce the contract, wanted to enforce payment.
As uShip has stated in their response to the BBB that they are more than happy to assist in any way I am now requesting that uShip retrieve my items, do an inventory at the storage in Alabama (for insurance purposes), and deliver them to the address on the bill of lading in Texas. I am a grandmother and mother of three children serving in the military and uShip should be ashamed of themselves and their response. As payment was on my daughter’s credit card and, because she is in the military, she is contacting her Congressman over the way uShip handles business with military members.

Regards,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This site uses a method "Name your price" in which consumer states up to how much they are willing to paid for services needed. Register members of this site agree or disagree of price and services to be remdered and a contract is form based on agree terms of pickup and deliver location, time and dates for a cost. This site them charges the consumer for services non-rendered by their register service providers and this site refuses to refund/credit or pay to its consumer for breach of contract between their register service provider and this site match making and monies collecting even after charging for different levels of fees for features such as Urgent and Feature, Insurance Coverage and charging monies for transaction. In my case their register service provider did not pick up in timely and within the agreed upon time frame my shipment thus costing me to loose my shipment value over $6500.00 and due to the time frame allocated via this online contract for pick up and delivery of my goods/shipment, I had to paid a one month interest charged on my credit card of $73.54. Furthermore, I followed up this sites service provider request, terms, rules and policies as well as USHIP's terms, rules and policies yet still after pick up of my goods was not done in time and it was lost, I placed a claim againts the charged and paid for insurance coverage the same one was denied, and after over 20 emails and notes via this site's ways of communications and the same amount to include text messages and voice messages with this site registered service provider, I had to them cancel the service request and had to via another 10 or so message get this company to pay me back in full for the breach of contract that they monitor and charged for have requested their help in recup for the interest charge as well as recup for my lost of shipment and this site has declined any such help or payment/refund of such losses and or expenses. Paid $73.54 in interest charged to my credit card and lost my shipment estimated value as mentioned before of over $6500.00. This sites emails continues to stated "so sorry for the inconvenience but will not refund for any charges paid for this non-service and breach of contract that they advertised, monitored and matched make contract neither will they contact their registered service provider with request to refund/pay me for his breach of contract non service even after his own comment on this companies site that he did not showed up for pick up neither did he contact me in any which way to allow me time to try to save my shipment for being lost for his non performing and nothing but lies. Able to plenty see and figure out just by reviewing once again this sites comments on time frames and dates of other shipments this service provider attemded to yet leaving mine behind and making me loose it.

Desired Settlement: Payment in the amount of no less than estimated lost of shipment for breach of contract and no showing up and/or communicating with customer thus causing lost of shipment. $6500.00 Payment for interest charged paid for non-service nothing done by sites registered service provider. Or at least the min as requested via this sites payment in the amount of $500.00 dollars for the "Ship Guarantee" for the lost of my shipment and payment of the interest paid. Thank you in advance for your prompt help and consideration on this claim.

Business Response: uShip is an online shipping marketplace, not a transportation service provider. The customer used uship.com to find a transporter to contract with. She did not contract with uShip to move her items. Therefore, uShip is not in breach of any contract. Our role is very clearly in section 1 of our User Agreement. The transaction has been been canceled and the customer has been refunded for any and all funds that she paid via uShip. She does not qualify for the Safe Shipping Guarantee that she mentions because she didn't lose any funds paid to uShip or to the Service Provider. If she wishes to pursue the matter of the lost item due to time passed while waiting for her chosen provider, then she will need to do so with her chosen provider, not with uShip.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a shipment to have my car transported with uShip for $833.00 plus a service fee of $24.99 (uShip’s fee) for a total cost of $857.99. When the booking was accepted, my credit card was charged a deposit of $99.13 on 21-Aug-2013 by uShip.com, leaving a balance of $758.86. Upon acceptance of the vehicle, the driver was given the COD amount of $750.00 in cash as outlined in the shipping agreement. This leaves an outstanding balance of $8.86. However, the actual shipper (Door 2 Door Transport) billed my credit card $59.00 instead of $8.86 that I have calculated to be the outstanding balance. As Door2Door does not return my request for a refund, I would like uShip to either resolve this with them directly or refund me $50.14 out of the $99.13 deposit I paid on 21-Aug-2013.

Desired Settlement: All I want is for the billing error to be corrected. An apology would also be nice considering the amount of incompetence I've had to deal with trying to get this resolved. I've learned my lesson to never use this service again. uShip's service fee is $24.99 so I don't know why they billed me $99.13 when the shipping company was also going to bill be directly.

Business Response: We certainly understand the customer's frustration in not yet having received his refund yet. We have communicated with the customer's chosen transporter multiple times and have been assured that the refund was  processed. As of today, we learned that the refund bounced back because the customer's bank account or card had seemingly been closed. Both uShip and the transporter reached out to the customer, but had not heard back. The customer needs to communicate with the transporter that owes him a refund. uShip does not owe the customer a refund and cannot process the refund on the transporter's behalf.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: customer service person ****** ********* is very rude and mean and is forcing us to post loads on uship.com that nowhere is stated that is obligation to post our loads on uship.com in the contract and agreement. his customer service is horrible . we are brokerage company and we have load on uship.com. ****** ********* is put in on hold and trying to suspend our account or no reason and sending us emails ot by phone to make us get scared and abusing and harrasing us by doing all these .

Desired Settlement: this employee ****** ********* has to be not working anymore with uship.com because he is very rude and mean he has to stop abusing us and scareing us that will suspend account and to stop breaching contract and telling us over the phone new rules and regualations diffrent than we were agreed originally

Business Response: We have worked dedicated more time to this account than 99.9% of accounts on uShip over the last few years. ******* has been, at times, difficult to work with, and often he is downright abusive to the staff. We have asked him to refrain from raising his voice and being disrespectful on many occasions. If anyone has been unprofessional, it is him, not ***** or the rest of the staff here. We've encountered many problems with this account, and we have made the decision to cut ties. ******* is well aware of the reasons behind our decision.

In reference to his claim that ***** forced him to post loads on the site, we did make a change to the way we allow brokers to use uShip. This should come as no shock. We gave ample, advance notice to *******. We are rolling this change out in phases. Now, in order to use our site as a broker, you must also use our Direct Assign feature in order to assign loads to carriers. As mentioned, advance notice was given and this individual chose to continue booking loads though the site, which means he agreed to adhere to this change. At some point, he decided he no longer wanted to abide by our User Agreement and told us as such multiple times. Therefore, he is no longer permitted to use our site. We have allowed his account to remain open until he finishes his booked loads, but after that time, the account will be permanently suspended. All of this has been communicated.



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/20/2014 Delivery Issues
1/16/2014 Delivery Issues
1/8/2014 Advertising/Sales Issues
12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I found a Car on **** that I wanted to purchase that was out of state. BEFORE purchasing the car I clicked on tab called shipping and USHIP said they it would cost 843.00 to Ship with Uship under reference number ******** So I knew BEFORE buying the car it would cost 843.00 to ship...So I bought the Car..Now Im shipping thru Uship and the CHEAPEST BID I got was 1400.00 and the HIGHEST bid I got was 1800.00...What happened to the ORIGINAL Bid BEFORE I purchased the Car???? Its a SCAM

Desired Settlement: REFUND Me the Difference from What I ACTUALLY HAD to pay and My ref # ******* that said I was ONLY to pay 843.00

Business Response: As we've explained multiple times to Mr. *******, the pricing customers see on the **** Shipping Tab is an estimate, not an exact quote. As the attached screens show, **** discloses the pricing as an estimate, and provides a detailed description of how uShip works on the Custom Quote page. We have also explained to Mr. ******* that uShip does not control pricing on the site - bids are placed by members of the site. We have expressed our understanding and apologies for the fact that this customer did not receive the bids he expected, but it is also untrue to say that the lowest bid he received was $1400. The lowest bid he received was $1195, about $350 more than the estimate he received. This makes sense because the customer required a premium service (enclosed transport) and this was an antique vehicle. Again, we are definitely sorry that this customer had a negative experience with the site, but we certainly cannot provide him with a refund. We couldn't do so if he HAD booked through the site, but that's not even the case - He deleted all three listings he created for this transport. Unfortunately, there is nothing further we can do.

Consumer Response: Complaint: *******

I am rejecting this response because:
I understa nd they are estimates as well BUT like I told them NUEMEROUS times as well I didnt care if the estmate was off by 50.00 or SO BUT when they are DOUBLE the PRICE of the estmates and MORE then thats NOT Fair to an UNEXPECTED BUYER When they GO to check out the shipping COST U SHIP themselves SUPPLY the COST BEFORE I Ever BID on the Car...Their price quoted to ME was only 843.00 So Of COURSE I BID and BOUGHT the Car...IF you will Check on Uships site where CUSTOMERs like MYSELF find out the HARD way Ushipper LIE a LOT on thier ORIGINAL ESTMATE...Again My shipment Cost Me 1700.00 and I think they should pay the difference It Cost ME from theie 843.00 Quote..Thats a HUGE DIFFERENCE  ...More than DOUBLE the PRICE is NOT a FAIR eatimate 

Regards,

***** ******* **

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/9/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am trying to move two households across the country and am working on a tight budget. Someone recommended I list a bid on uShip to see if I could ship one piece of furniture to my new home without spending a fortune. I listed a bid and it was accepted relatively quickly. After reviewing the terms of the bid and uShip's policies, I accepted the bid. The bid was accepted on 12/3/13. I called the service provider first thing on 12/4/13 and received no response. I sent an email informing the provider that I was working on a short timeline. I noted that his bid listed a pick-up date of 12/6/13 and that I'd planned to be out of town that day- I asked him to contact me so we could make pick-up arrangements as quickly as possible. The provider wrote back that he was interested in the job but was waiting for more information on another job. That was the last I heard of him. I sent an email on 12/5 and again 12/8 just asking the provider to contact me so that we could arrange dates. The provider did not respond to any of my messages. I need the furniture moved within the next week. I am now out not only the 10% deposit I put down in reliance on the provider's offer but also the benefit of the bargain- it seems highly unlikely that I'll find another provider willing to ship the item at this rate within the necessary timeframe. I understand that I accepted uShip's policy when I accepted the bid. But I am quite irritated that this provider can accept a bid, string me along for several days thus compromising my ability to make alternative arrangements, and then walk away unharmed. I'm out $30 and again, have lost the benefit of the bargain. I have no means by which to move this one item of furniture and very little time to come up with a satisfactory option. I'm frustrated that this provider has wasted my time and money and will not be held accountable. I want my deposit returned- as I will receive no services or benefit and am not willing to trust another uShip provider. I am going through uShip's administrative process with this issue but must wait another 72 hours for the provider to respond to my complaint before uShip will even begin to review my request. And even if that goes through, my deposit is non-refundable. I know $30 isn't much in the grand scheme of things but I'm essentially paying $30 for nothing and rewarding uShip for having poor business practices. Given that I have no other way to move this item and will likely be forced to sell it at a loss, the deposit is just compounding a series of losses created by this bid.

Desired Settlement: I would like a refund of my 10% deposit.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  My complaint #******* has been resolved directly with the company. 

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We recently started to use U Ship since we had a need for shipping items that we had not had in the past. At first the services seemed great but after a few shipments we started seeing additional charges come in after the items had been delivered even though we paid up front for services. I was able to get Customer service and a young lady politely explained to me that although they "Quote" shipping the quote are not binding since apparently they have no binding agreements with the carriers they represent to lock in pricing. Although I explained that was a potential issue for me as I had to provide accurate and binding quoted to my customers who were receiving the product I accepted the fact that a "Quote" in their industry does not mean the same thing as a quote in mine. IE its not binding. So that in mind and with her explanation that certain days were better to get quotes that were more accurate due to what days adjustments were made we set up another shipment through them. This time the bill came and it was over $10 more than quoted. I spoke to someone and they explained that I had inadvertently put my contact info down on the bill of lading so they could contact me if needed to arrange delivery and because of that the shipper considered that a "Call Ahead" requirement and that was an additional $10.73 charge. This was sometime around Oct 19th. I proceeded to pay the amount with our company CC and chalked it up to a learning experience. A couple of weeks ago I got an e-mail form U ship stating that they had received a $.01 credit and that it had been applied to my account as a credit towards further shipments. I did not think much of it even though they had demanded immediate payment from me on "Underpayments". This weekend I received a threatening e-mail from their collections department demanding payment of a $.01 charge that was past due. Needless to say after all that had happened already with them I was a little ticked. I mean really they harassed me when their quotes were inaccurate but I paid them now they owed me $.01 and somehow their accounting system decided to send me a past due statement as if I owed it to them. I immediately sent off a admittedly nasty e-mail to them as I was FUMING that they could be this inept and confrontational to a customer. I explained that they owed me not the other way around and that I thought their pattern of behavior was starting to look like intentional fraud to me. Today I received a response from ***** *. uShip VIP & Commercial Account Manager. This is what their response was. Hi ******, (My name is clearly in my e-mail as ******* so this tells me she is not really that concerned with verifying my situation just canned response to me) Thank you for contacting us regarding both the debit and credit that was issued to you. Thanks to you, we are now taking action that will reduce the amount of any outstanding invoices by the amount of the ensuing credit. With regards to the balance due to uShip, our website adequately states that the quote is based upon the shipment characteristics entered by the user and the shipping date requested. In this particular case, you didn’t originally require a notification prior to delivery service and thus when the shipment required that service to be performed, the LTL carrier charged for that service. Also, the fuel surcharge changed based on the quote date and actual ship date. It is customary for LTL carriers to adjust their fuel weekly. Most experienced LTL shippers understand the fluctuation of fuel costs and the weekly changes. We are sorry for your experience. However, as a marketplace, we match shippers to LTL carriers and do our best to provide accurate quotes from the carriers based on the information provided by the shipper. Please pay down your outstanding $10.73 balance at this time. Regards, ***** *. uShip VIP & Commercial Account Manager So not only did they not understand my letter explaining they owe me $.01 but they now say I owe them an additional $10.73 (This feels allot like fraud or complete ineptitude from their staff at least) I have a screen shot from today of their accounting system showing I have a 0 balance so I am not sure where she is getting this but at this point I am beyond upset and I just don't want others to have to deal with a company like this if they don't have to. My thoughts are if they get a complaint form the BBB it may not make them stop them from everything but perhaps it might encourage them to clean up their act a bit to save future people some heartache. Thank you in advance for any assistance you can provide. Regards, ******* ******* Vice President ******** *** ************* ******** ****

Desired Settlement: I would really like them to admit they have made an error in both the original e-mail trying to get me to pay $.01 that should have been a credit to my account and also in writing acknowledge that my account is a 0 balance and again they mad a mistake in saying I owe them an additional $10.73 now. A written apology would be nice also since they have set my blood boiling with these situations more than once. I am a person who takes paying his debts seriously so any accusation that I am somehow a deadbeat or that my company is such is very personal to me. Call me old school but my word is my bond and anything to tarnish that bothers me greatly.

Business Response: We are very sorry for all the confusion that came out of this situation. I am happy to shed some light. First, there were two shipments in question. The first (ID 12429904) was booked on 9/2/13. The customer requested additional services (call ahead) after the shipment was booked. Therefore, a $10.73 debit was added to the customer's account on 9/17 and he should have received an email stating that he owed this amount.

A second shipment (ID ********) was booked on 10/2/13. This shipment was overpaid by $0.01, so a credit of $0.01 was added to the customer's account. 

On 10/17, ******* hadn't paid off the debt, so he received an automated email from uShip stating that had a past due balance of $10.73. ******* signed into his account the next day and found that he had a $0.01 credit and assumed, logically, that he should only pay $10.72. Unfortunately, due to the way our system works, a credit to the customer's uShip account cannot be applied to a LTL shipment debt. The customer could not have known this and we are absolutely working on improving the communication that surrounds these types of cases.

******* was left with a $0.01 debit, so he received another notice at the 60 day mark. These emails are automated. After we realized what happened, we immediately removed the debit from the customer's account as a courtesy. We also reinstated his account from the hold.

With regard to the fluctuating fuel prices conversation ******* mentioned, he most likely spoke with someone in our LTL department at some point, but this had absolutely nothing to do with this case. Fuel surcharges were not assessed and fuel prices have nothing to do with the balance that the customer accrued.

Regardless, we completely understand that this was a confusing and negative experience for the customer, and for that, we are sincerely sorry. We hope that ******* will give the platform another shot!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I, ***** ***, listed a shipping request on Uship.com on 10/23/2013 1:30 AM CST by paying the listing fee. Mr. ****** ******* (NetID: **********) placed a bid and I accepted it. We agreed that he will come to pick up my stuff on 11/02/2013. But he never showed up. Because my family and I are moving from Rochester, MN to Cary, NC. And our flight is on the Monday morning, 11/04/2013. And we have ended the lease and informed the leasing office that we will vacate on 11/04/2013. But because the shipping provider did not show up, we have to stay in the hotel room, canceled the flight, and rented a truck. For all these, we lost about $2,000. I have contacted Mr. ******* ******* many times by phone, text, email, but could not reach him any more. I also contacted Uship to solve the issue, but they just say it is not responsibility. Since I paid the auction fee for the service, Uship.com has responsibility to make sue the quality of service like eBay.com for its customer.

Desired Settlement: I want to get my money ($2,000) back from Uship.com because I cannot reach the shipping provider. After that, Uship can collect money from the shipping provider.

Business Response: We were very sorry to learn of this case. We know how stressful a cross-country move can be, and *****'s was made more stressful due to the service provider's lack of follow-through. While we cannot collect funds on a customer's behalf or compensate for money spent outside of uShip, we can certainly act as liaison between the customer and the transporter, and this should have been presented as an option from the first response. We have since reached out to the provider to understand why he didn't show up for the job and to see if he's willing to compensate the customer for her losses. We have refunded ***** for everything that she paid through uShip, and we will continue attempts at opening the lines of communication. Furthermore, the employee that handled this case has been coached. We apologize that this had to be escalated to this point.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/21/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On July 16th, a bidder by the name of **************** bid on shipping one pallet of product to our location in PA from Las Vegas NV. He put a bid in of $320, won the listing, then immediately called and said they can not pick up the item until an additional $75 was paid. I called the U-Ship customer service dept, they said there is nothing wrong with this, and retracted the persons bid. The $25 I paid to put this listing is gone, and never received my product from this listing. The u-ship rep actually emailed me to ask for a 5 star rating! The shipment was eventually brought in, but it ended up costing me an additional $75 more using another serivce.

Desired Settlement: As part of this carrier's feedback, it continues to be a practice with other clients. This practice should not allowed, but furthermore, the u-ship company should not allow it to happen, but will not address this issue.

Business Response: We're sorry to hear that the customer's chosen provider was unable to accommodate his shipment. uShip is an online marketplace, not a broker, transportation company or freight forwarder, so we have no control over whether or not either party will go through with a transaction. We merely provide the venue where these two parties can meet and enter into an agreement. In this case, the customer picked a broker. The broker assigned a carrier that canceled on him and he was unable to find a second carrier for the same price within the customer's desired time frame. The broker, ****************, presented ***** with three options at that time:

1. Concede to a pickup that was later than originally planned.
2. Pay the requested $75 additional to a new carrier that could perform the serviced in the customer's desired time frame.
3. Cancel with this provider and either relist or go off-site to locate a new transporter (broker or carrier).

I see that the broker initiated the cancellation stating that the customer was unwilling to wait and also unwilling to pay for the carrier that could perform the service in his desired time frame. Therefore, option 3 was the only option. Therefore, we did complete the cancellation. ***** then relisted his shipment on the site, and booked with ***************** (**** *********), and the shipment has been marked as delivered.

Currently, ***** has a credit for $73.81 which we are more than happy to refund. All he needs to do is contact us to let us know that is what he wants.

Consumer Response: As you can see in the written statement, u-ship is clearly allowing brokers to charge an "on-the-side" fee before performing the work.  This practice needs to stop, as we are not the only person who had this issue (look at feedback and cancellations posted on their feedback).

This should be a clear signal something is going on.  This shipper should be reprimanded or suspended for trying to collect additional fees.  As for the three options, I didn't want any of them, and the shipper and u-ship are the ones who agreed to the 3rd option, not us.

I will be in contact with u-ship about the refund, but this practice needs to stop immediately.


BBB's Final Determination: Consumer accepted resolution offered by the business.

11/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled a payment to a shipping company because they could not honor the advertised price. I had no problem with this. The problem is that uShip took a portion of that payment ($51.37) and will not refund me in full. The problem is related to the fact that I closed a bank account that the payment originally came from. I under the assumption that this would not be a problem. This was to be my last transaction with my bank; for other unrelated reasons, and decided to close that account. Shortly after I closed the account, the shipping company that uShip put me in touch with told me that they could not honor the advertised price, and I would have to cancel. So I canceled my order, and after some period of weeks the shipping company refunded me the portion of money charged, minus what uShip took. I've sent around a half a dozen mails to uShip and countless mails to my ex-BANK (*******). I know I won't get my $51.37 back at this point. The problem in my eyes is that I think these large corps shouldn't be able to dissolve money into thin air. SOMEONE has my $51.37. I had ******* file several documents that were proof that uShip did not send money to my account because it was in-fact closed, and once it was closed it was not to be re-opened. The money was then returned to the sender, uShip.

Desired Settlement: I want a refund in the full amount of $51.37 and ANY/ALL fee's to be covered by uShip. I want the payment in my new bank account - WHICH, I asked for in the first place before any of this happened. What good would it do to refund money to a person's closed bank account? I also want a written letter of apology for wasting months of my time on something so trivial.

Business Response: We definitely recognize that this is a frustrating situation for the customer. However, when a customer closes their bank account, then requests a refund, it is the customer’s responsibility to inform uShip BEFORE the
refund is processed. uShip has absolutely no way of knowing that a customer’s bank account has been closed. Had ******* told our reps that his account was closed, we would have not sent the funds there.

Still, to say that we "will not refund” him is not accurate. uShip has never refused to refund the customer. We have pursued this matter in every way possible and have yet to find any indication that this money was  returned to us – quite the opposite: everything we have looked at internally says that the money never bounced back.  Our accounting team and our credit card processor agree that the money was never returned to uShip. A possible reason for this is that the customer may have owed his bank for an undetermined amount (larger than $51.37) at the time when the refund was processed. The funds would have been absorbed, and no funds would have been returned to uShip. At one point, ******* even suggested, that “it seems like my bank pocketed the extra money since it's not showing up at all.” This is our suspicion as well.

******* is still in communication with ****** from our Billing & Payments team. ****** has requested that he send us communication from the bank stating that the funds were returned. If the customer can provide that, then we can continue in our search. We simply cannot refund something that has already been refunded and was never returned.

Consumer Response: Complaint: *******

I am rejecting this response because:

We definitely recognize that this is a frustrating situation for
the customer.

YES, it is.

However, when a customer closes their bank account, then
requests a refund, it is the customer’s responsibility to inform uShip BEFORE
the

refund is processed.

I DID inform uShip that the bank account was closed beforehand.
It was uShip that ignored my request for the refund to go to my paypal account.
I will attach the email proving that my request WAS received and read
by a human but denied.

I sent a HELP letter VIA the uShip webpage requesting a refund
into my paypal account. This is the response after my SECOND attempt at
contacting uShip over sending it to the wrong place. I'm still searching for
the first letter.
   
 uShip {******}‏

******* *******

3/09/13

To: uShip Support


Hi *** *,

I am happy to hear of the refund. However I have still
not received credit in my Paypal account:
**********************. I do not have a checking account with regions bank
any longer. I am not sure if uShip tried to refund it to my account
there or not, but upon logging in to regions I am also not showing any credits
or deposits that contribute to a balance above 0.00. Could you please look into
this for me?

Thank you.


Date: Sun, 24 Feb 2013 14:39:38 -0600

To: **********************

From: tickets@uship.com

Subject: uShip {******}


## Reply
ABOVE THIS LINE to add a note to this request ##


Hi ******* (*********),

Thank you for your email. Our policy is to credit your uShip
account in the event of a cancellation. That credit can be used within one year
of the cancellation's completion. However, in the interest of customer
satisfaction, I have processed a refund to your
original form of payment at this time. Expect that to appear on
your end within 1 - 4 business days. Please let me know if you have any
questions.

Regards,

*** *.

Community, Trust & Safety Department

uShip.com -
the online shipping marketplace

The Mobile App is
now available for Android and iPhone!

Safe
Shipping Guide | User Agreement


 uShip has absolutely no way of knowing that a customer’s
bank account has been closed. Had ******* told our reps that his account was
closed, we would have not sent the funds there. 

Except that uShip was informed already that the account was closed and the refund would be fruitless.

Still, to say that we "will not refund” him is not accurate. uShip has never refused to refund
the customer. We have pursued this matter in every way possible and have yet to
find any indication that this money was  returned to us – quite the
opposite: everything we have looked at internally says that the money never
bounced back.

Please get in contact with my bank. This is NOT my problem to
resolve. It us between uShip and ******* bank. ******* tells me uShip was refunded,
uShip tells me ******* has my money. I already addressed ******* bank and I was
told that it would be under investigation and that it would restart another 10
day cycle of paperwork. Basically bullshit, I know.

Our accounting team and our credit card processor agree that the
money was never returned to uShip. A possible reason for this is that the
customer may have owed his bank for an undetermined amount (larger than $51.37)
at the time when the refund was processed. The funds would have been absorbed,
and no funds would have been returned to uShip. At one point, ******* even
suggested, that “it seems like my bank pocketed the extra money since it's not
showing up at all.” This is our suspicion as well. 

I never owed ******* money and I already provided
****** a screen capture of my Electronic bank statement when I closed my
account with ******* showing NO FEES NO OVERDRAFTS.

******* is still in communication with ****** from our Billing & Payments
team. ****** has requested that he send us communication from the bank stating
that the funds were returned. If the customer can provide that, then we can
continue in our search. We simply cannot refund something that has already been
refunded and was never returned. 

This is the only piece of relevant and truthful info posted.

Regards,

******* *******

Business Response: According to *******'s most recent email to ******, he acknowledges that uShip has provided proof of the refund, but that his bank, ******* has not. Again, it appears that ******* needs to work with his bank, as we do not have these funds. Here is the email:

“Hi, I want to keep you all in-the-loop on what is happening.

******** **** can not provide proof of their bank returning the money to uShip. Right now I am exercising my options. I am in contact with the Alabama BBB where Region's is headquartered. I am trying to square this away as fast as possible.

Right now I have proof that uShip did try to make a refund, and Region's so far provided me with nothing. I have been through two (10) day reviews and waiting periods with nothing to show for it.

I am sorry to ask for more time but I feel like I may need a bit more before this gets straightened out.”

If there's something else we can do to help, we are more than willing to, but as of right now, we don't see that there is anything further we can do.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Contacted uship customer service regarding removing feedback, leaving a second feedback response, filing a dispute, etc. Received the following response; "Hello s (****), Thanks for your message. Unfortunately, there is no way to split feedback. Once feedback is left it becomes a permanent part of a member's profile. Please see the area in our User Agreement about feedback disputes. If you qualify for any of the below please contact me back and explain the situation so that we may proceed further. 31. Resolving Feedback Disputes To maintain the integrity of the feedback system, feedback left for a member is a permanent part of that member's profile. Feedback comments cannot be edited at a later date. Members should resolve any misunderstandings prior to leaving feedback since most misunderstandings can and are resolved quickly through direct communication. There may be times when you are unhappy with, disagree with, or regret feedback that you left for another member, or that may have been left for you. If you have a disagreement over feedback that has been left, you have options to respond: A) Reply to Feedback Received: Share your side of the story by responding to any comment that has been left for you. Your response will be shown directly below the comment left by the other uShip member. B) Mutual Feedback Withdrawal: If both members are able to resolve a problem after feedback has been left, you can mutually agree to withdraw the feedback rating. Both members must agree, and feedback will be withdrawn at the same time upon confirmation of the request by both members. C) Feedback Comment Withdrawal: uShip will remove individual feedback comments only in very rare circumstances, such as when they violate certain uShip policies. Other situations where uShip will remove feedback include: feedback containing vulgar language or other personal contact information, and instances when uShip receives a valid court order to remove feedback. Regards, ***** ** ********** ***** * ****** ********** ********* * *** ****** shipping marketplace The Mobile App is now available for ******* and ******! Safe Shipping Guide | User Agreement" Contacted about withdrawing feedback and/or leaving second feedback response. Received the following: "Hello s (****), Please refer to my previous email in regards to removing and/or changing feedback. Best, ***** B. Community, Trust & Safety Department ********* - the online shipping marketplace The Mobile App is now available for ******* and ******! Safe Shipping Guide | User Agreement" Responded with the following; "C) Feedback Comment Withdrawal: uShip will remove individual feedback comments only in very rare circumstances, such as when they violate certain uShip policies. Other situations where uShip will remove feedback include: feedback containing vulgar language or other personal contact information, and instances when uShip receives a valid court order to remove feedback. Have filed with the BBB already, am requesting that feedback be removed before taking further actions. "

Desired Settlement: Obviously am seeking that feedback left for a shipment on the uship website be withdrawan due to the carrier not completing their end of the agreement in which was extended upon the first originial uship delivery date. Or be able to leave a "secondary feedback remark" in order to express the level of dissatifsction with the carrier's service provided. Thanks so much

Business Response: We are sorry to hear about the delays and the customer's resulting dissatisfaction. Feedback is meant to be left only after a shipment is complete. The customer should not have left this feedback if the transporter was still in possession of part of the load. Our team will be reaching back out to the customer to understand the present state of the shipment, and we will proceed from there. ***** should remain in contact with the rep that responded to her: *****.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: U Ship has My Non Asset Based Broker MC# Posted as My us DOT which is not correct. It is also False Reporting on a Company. have E mails where i have tried to get the Correct Dot number posted Very Rude no Cust Service matter of fact asked for Superviser and Office of the pres to help reslove to no avail

Desired Settlement: i want to make a formal complant on MGR ***** c as well as ***** and my account corrected and back in correct good standing

Business Response: This former site member has been suspended and his account was deleted due to his abusive and unprofessional behavior. This decision is absolutely final and not up for discussion. Not only was a good portion of the uShip support team subjected to his tirade, but we also witnessed him screaming obscenities at the top of lungs at his own employees. We cannot and will not tolerate this behavior. He has been told both in writing and verbally numerous times that he is not permitted to use our site and that he needs to stop contacting the staff, but he continues to call incessantly. The entire staff has been instructed to not speak with this individual.

With regard to his complaint about his profile, we have explained many times that the error is visible ONLY to him when he is signed into his account. He may not have heard this because he insists on screaming over each staff member. Regardless, his account has been deleted, so there is no profile visible to anyone.

Once again, this individual is not welcome to contact us any further.

Consumer Response: Complaint: *******

I am rejecting this response because: They Did that because there system was Posting the Incorrect DOT number in The Spot where my DOT # went and because it was a programing issue this was the only way they could correct it. the lady that is responding to these reports is not even in the MGMT. how is she even responding to  i will turn over to my legal councel tommorow

Regards,

*** *****

Business Response: As has been explained now many times, the information the former member is referring to was visible ONLY to him when he was logged into his account. I am the Manager of Customer Operations, so yes, I am in management. And again, his completely irrational and unprofessional gave us no choice but to permanently suspend his account. His treatment toward the staff was horrendous and will not be tolerated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/11/2013 Problems with Product/Service
9/10/2013 Problems with Product/Service
8/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I registered with Uship on 8 Aug 2013 and negotiated with *** ********* for a pickup in Warrenton, MO at 3:00 PM on 9 Aug 2013 of a (1965 Chevy Impala). It was to be delivered the same day to Munford, TN. I asked very specific and rhetorical questions about the pick up and delivery and told *** if they could not do it I would pull a trailer my self (which was already hooked on to my truck. I explained when doing business I like to actually speak with someone and would call in the morning. After *** ************ agreed to meet me in Warrenton at 3:00 PM I returned the trailer on the morning of 9 Aug and headed to Warrenton. I left for Warrenton confident that I would be met there and called later that morning as I said I would. When I called, the gentleman I spoke with said, 3:00 on 9 Aug 2013 was not going to happen and his dispatcher should not have told me they would pick up my vehicle. I explained how thorough I was with my negotiations and that his not coming had placed me in a bind as I was right outside of St. Louis, Mo. He said it was a miscommunication issue and he was not coming. After my failure to reason with him he said these things happen and "it is what it is. Seeing no reason to continue the dialog, I got off the phone and scrambled to find another carrier with no success. I went on to Warrenton and left without the vehicle with no way to transport it. This shipper should be responsible for all my fees. Please review the communications from this agreement. The shipper filed for a cancelation of the transaction with Uship claiming (there was a scheduling issue with another customer). I informed uSHip that the reason provided by *** ********* was not true and the company should be held liable for the service provided and the fees I paid to establish this contract. uShip allowed the cancellation and is holding $74 (credit that can be used to ship; and must be used within a year). The cancellation was not of my doing, nor was I at fault in any way. *** ********** has been allowed to walk away from this mess without being held accountable in any way. I on the other hand have ben forced to surrender $74 after driving 611 miles where a service was NOT provided.

Desired Settlement: I would like ALL of my fees returned to me for this transaction. More specifically, I would like the $72.34 and any other auction fees returned.

Business Response: It's understandable that the customer is upset by the position he was put in by his chosen transporter. uShip is not involved the actual transportation process, so we have no way of preventing cancellations from happening. However, we do have a policy in place that financially penalizes transporters who incur excessive cancellations. These transporters are also banned from instantly booking 'Name Your Price' shipments which is a huge pain point for providers.

A cancellation credit is retained to allow for a smoother transaction should the customer decide to re-book through uShip. In the case that a customer can't use their credit, we are more than happy to fully refund the customer to their original form of payment. We have processed a refund of $72.34 to Mr. ****'s ****** account at this time.

In future, the customer should feel at ease to contact us directly for any billing related requests.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I along with several others have used uship. The local fd counsel discovered uship and decided to encourage citizens to ship items for the semi small non profit Action. I have booked 9+ clients however when citizens and board members used uship it went great until a i booked several small loads. I was challenged my integrity with little questions asked. When called customer service they were rude and when received response just pretty much told to deal with it because they can suspend my account permently. Everything i did was honest. I'm saddened and embarrassed that uship is so quick to cast wrong judgement. Tried to call and customer service and cut off and short.

Desired Settlement: Relist completed shipment and a letter sent apologizing to fire department board members.

Business Response: This member had friends, business associates and/or family members create accounts, list shipments and book with him to increase feedback and match history. The shipments were already arranged off our site, and the "shipping customer" accounts are all in some way related to the transporter account, so this is considered feedback manipulation. We did have to cancel the matches because they were not legitimately listed and booked through our site. We can, and often do, suspend members for this activity, but we decided to allow this member to have another chance at using uShip. We will absolutely not be reinstating these illegitimate matches.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: uShip refused to refund delivery fees collected. Item was damaged beyond repair in shipping.

Desired Settlement: I would like uShip to refund all money collected for delivery which resulted in an antique cabinet being destroyed.

Business Response: The only cabinet shipment this customer booked via uShip was canceled. The customer's and transporter's comments are below:

Customer: The service provider was unable to pick up. They called me and told me I need to cancel the shipment as they weren't able to pick up or accommodate my shipment.

Transporter: We tried to work with the business that had the item and due to the long holiday we could not wait for the item, it was something that just happen no one to blame.

The customer paid a total of $694.50 to book and he was refunded $580.66 and credited $113.84 upon completion of the cancellation based on the following cancellation policy: The shipping customer deposit and/or the ******* ******* ****** will be applied as a credit to the shipping customer's uShip account for all canceled shipments booked using the Booking Deposit payment method. An automatic refund for the 90% accepted bid price and a credit equal to the ******* ******* *** plus 10% of the accepted bid price will be issued for all cancelled uShip Payments transactions paid by ****** or Credit Card. A full refund of the accepted bid price and ******* ******* *** will be issued for all cancelled uShip Payments transactions paid by a bank account. A refund can only be given if the uShip Payments payment code has not been released to the ***. If the *** has input the uShip Payments payment code, then the funds are no longer in uShip’s possession. The customer must first acquire a refund from the *** before completing a cancellation on uShip. 

 
If the customer paid anything directly to the service provider, then he will need to request a refund from the service provider.

Also, it does not appear that this customer has attempted to reach uShip in any way. If he would like to discuss the matter with a member of customer support, then he should email or call us directly.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am US military in need of shipping a vehicle cross country from the East Coast to the West Coast. I went online to get quotes and estimated shipping pick-up timelines. UShip came up along with a list of other companies, however, UShip estimated vehicle pickup within 24 hours. I desperately needed the vehicle shipped promptly so selected UShip as the company I wanted to use from this list. The link connected me to the UShip website where I completed the online application to include my credit card information. UShip sent me an email that someone would be in contact with me shortly and immediately billed my credit card for 10% of the amount quoted by their automated online website; their contact information provided in the email I received is shown below. After approximately 24 hours from making the online vehicle shipment the vehicle was still at the pickup location and no one from UShip had contacted me as of yet. Being I needed the vehicle shipped ASAP, I called the number provided in the email, it went immediately to voice mail. I left numerous voice mails and sent a number of emails requesting someone call me to discuss the situation I never received follow-up from this company, PERIOD! Nor did they provide the vehicle shipping services they advertised they would. I have since disputed the 10% credit card charge they applied to my credit card. Upon further investigation, I have found that this company does this regularly and never provides the services they advertise they will, but in all cases charges the applicants credit card 10% of the quoted vehicle shipping amount. This company needs to be shutdown immediately! Service provider: usdirectauto Name: **** ********** Email address: ****@usdirectauto.us Phone: (877) 981-1323 ext. * Secondary phone: (877) 981-1323 ext. ***

Desired Settlement: Company business license should be revoked and delisted from online vehicle shipping companies. Additionally, company should be fined for fraud!

Business Response: It appears that the customer does not have a good understanding of how uship.com works. uShip is an online shipping marketplace, not a transportation service provider. It sounds like the customer found uShip during a search for shipping companies. He then began the listing process, but chose to send a booking request to US Direct Auto Shipping, rather than list his vehicle in the marketplace. The booking request was accepted by the transportation company with a pickup time frame of 1 day within booking. We have no insight into what happened from this point forward because once a match is made, all communication is between the customer and their chosen service provider. uShip is merely the place where the two parties can meet and enter into an agreement. Did the transporter try to contact the customer to arrange pickup or vice versa? The answer is that we don't know. The customer has seemingly not tried to contact uShip directly, nor has he initiated a cancellation through our site which is what he needs to do if he will not be moving forward with the shipment with his chosen transporter. To do so, he can log into his uShip account and click the 'Report a Problem' button on the corresponding booked shipment to continue to request a cancellation. He will receive a credit of $105.00 to his uShip account. If he would like a refund of that credit, all he needs to do is contact us at support@uship.com.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ********




















BBB's Final Determination: Consumer accepted resolution offered by the business.

5/29/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had boxes/plastic totes to be transported from central **** to ********, ******* where I now live; I put my shipment on uShip and *************** submitted a bid to transport my belongings to ********, **. Once I accepted their bid, it became a binding agreement. They picked my shipment up in **** on April 20, stated it would be in their storage facility in ** for 3 days and then delivered to me in ********, **. The first delivery date was scheduled for May 2; they contacted me via email to say they had to reschedule due to a mechanic breakdown. The delivery was rescheduled for May 3 - they did not show nor did they contact me to let me know. I heard nothing from them about where my shipment was until Saturday afternoon, May 4, when I finally received an email stating the driver had been stopped by state patrol for invalid inspections. They refused to tell me where my shipment was, other than their storage facility and they refused to give an address, stating it was for the protection of their children. They stated they would deliver my shipment to any address in ***** *******, ** I gave them. I immediately started trying to find a place in ***** ******* for them to deliver my shipment to. On Sunday, May 12, *************** emailed uShip and sent me a text message stating they were going to start charging storage fees at $20 a day beginning on Monday, May 13. The following Friday, May 17, uShip sent them an email stating I had a place in ***** ******* for them to deliver my shipment to, and I sent them a text message (they allegedly did not have call minutes on their cell phone) - to be delivered to such address on Monday, May 20; they did not respond back to either uShip or me. On Tuesday, May 21 I contacted the ** State Patrol, spoke with a Trooper who agreed to go out to ********** and speak with ****** & **** ********. It was only with the help of the ************ State Patrol and this Trooper that my shipment was located and then delivered to the address in ***** *******, **.

Desired Settlement: I am in process of making arrangements to get my shipment from ***** *******, ** to ********, **; I have no way of knowing if the shipment was tampered with or if there are any broken items.

Business Response: This is certainly a poor experience for the customer, and we're very sorry that this happened with her chosen Service Provider. However, the customer makes no specific request of uShip in this complaint. She has worked with our support staff, who explained to her that we have suspended the transporter's account so that they can no longer use our site. We also refunded her for what she paid through uShip. As we've explained to the customer, there is unfortunately nothing further we can do to help.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

**** *****r




















BBB's Final Determination: Consumer accepted resolution offered by the business.

5/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I feel that that Uship needs to do something about the abuse that the shippers are doing by allowing those shippers to relist over and over with no penalty . Yet The motor carriers get a penalty for the listing fees if we dont obligate to our promise to complete our agreement.. I for one found my self at the lowest bid several times being ready and standing by to commit to my bid to ship yet the shipper just ignores the listing and just keeps relisting with no regard to the Motor Carrier that is on standby status.As a Motor Carrier we have a lot of investment into our business and cannot tolerate this type of policy This practice has got to stop it is completely unfair to the Motor Carriers that have faithfully commited to a shipment.

Desired Settlement: I feel that Uship needs to change their policy so that the Motor Carrier isnt stuck with the liability and that the shipper should not be allowed to re -list for a 30 day period as a violation in not accepting that lowest bid . This would at least eliminate some of the problems of abuse at the Uships site. Thank You

Business Response: We understand that it can be frustrating to a carrier when he does not win a shipment, but we operate as an open marketplace. We do not control pricing nor do we force shippers or carriers to match on the site.We also do and will not penalize customers for choosing to not accept the lowest bid. First, we don't recommend that customers always choose the lowest bid - we encourage customers to make a well-informed decision based on profile thoroughness, communication and feedback. The cheapest isn't always the best.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I became a member of uship using a nick name **** * and the same e mail adress (**********************) to ship a car from Richmond Bc to Regina ** using this company and the company charged a deposit for my shipping around 106 Dollars on April 03, 2013 , later the delivery company /driver who bid on my item ( to deliver) did not turn up and I sent an e mail to uship and told them the story. Later the company said ;(same message they sent )Hello **** (******),Thank you for your reply. I am sorry to hear of the issues your Service Provider has caused you. You will receive an email to notify you when your cancellation has been completed. Please let me know once your cancellation goes through so that we can refund you the credit that will be applied to your account refund. *** ** It has been almost 25 days since they told me this and they have not paid my deposit!!!! I sent them another e mail to ask for ** however nobody replied. I did a research online and unfortunately there are thousands of complaints about the same company doing similar things to other online customers. I just want my deposit which I paid to uship to have my item shipped, since no shipment occured they should pay back my deposit (as they clearly said in their e mail) !!!

Desired Settlement: I want my deposit back I also notify BBB that there are thousands of people complaning about the same company please visit the following sites and see some complaints. http://www.*******************************************.html http://www.*********************************************html http://www.******************************company/uship.html http://www.***********.com/******************/******com-******.html http://www.************.com/r/****************************************they*****************non-compliant-truckers-illegal-truckers-austin-texa-372079

Business Response: The customer did not email us to request the credit refund until Thursday 5/2/2013. His refund was processed today and he was responded to.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

***** *****




















BBB's Final Determination: Consumer accepted resolution offered by the business.

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