ComplaintsforIPS Parcel

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased IPS's service to help me ship my luggage internationally on 4/1 plus insurance to cover any potential damage or lost of luggage. IPS sent me a ***** sticker and it was then shipped through *****. The luggage holds items valued at around ******* USD. It never arrived and IPS didn't update me in any ways. I had to reach out to ***** to find out. Then we started the claim process. I submitted a list of items that were in the luggage on may 8th. three months went by without any update. I then called them to see what had happened. They told me the claim was denied by ***** because I don't have a picture of the luggage. I then contacted *****, ***** told me that since I purchase IPS's service, they are obligated to handle anything that happens to my luggage. I then called IPS, they told me they would not refund/reimburse me if ***** denies the claim even though I did purchase the insurance. I am not sure what is the point of buying insurance at this point, they also lied to me about how the insurance should be brought to *****, which ***** denied.

  Business response

  08/22/2023

  Dear BBB,
  I hope this message finds you well. I am writing to provide you with an update regarding the case involving ************************* and their shipment through our services. We appreciate your involvement in this matter and want to ensure transparency in addressing the concerns raised.
  Firstly, I want to express our sincere apologies for the difficulties ************************* has experienced throughout this process. We understand their frustration and the impact that this situation has had on them.
  In response to the concerns outlined in their communication, I would like to clarify that we engaged ***** as the carrier for ***************************** international shipment. Regrettably, the shipment did not reach its intended destination, and we understand that *************************;has filed a claim with ***** directly.
  To provide context, we have also initiated our internal processes to address this issue and are actively collaborating with ***** to expedite the resolution of the claim. It is our intention to ensure that ************************* is appropriately compensated for the loss they have incurred due to the non-delivery of their luggage.
  At this juncture, we have a vested interest in receiving reimbursement from ***** for the claim so that we can fulfill our commitment to *************************. We empathize with their situation and fully understand that a refund or reimbursement is not possible without the successful resolution of our claim with *****.
  We understand that ************************* is rightfully concerned about the insurance coverage they purchased, and we want to assure them that we are actively pursuing every available avenue to secure the necessary compensation to address their loss.
  Please rest assured that we take this matter seriously, and we are in regular communication with *************************;to provide updates on our progress. We are also dedicated to ensuring that our policies and procedures are clear and accurately communicated to our clients to prevent similar issues in the future.
  Thank you for your assistance and involvement in this case. We appreciate your understanding and support as we work towards resolving this matter for *************************. If you require any further information or updates, please do not hesitate to reach out to us.
  Sincerely,
  IPS Parcel ****

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We used this company's services to ship a package to a client in Mexico. The Fedex label sent to us by IPS was printed, applied and the product was shipped. The Fedex online tracking system showed that the package arrived at their Memphis hub, but there was no further movement for several days. We were told the parcal was apparently lost, so we filed a claim with IPS. We also re-purchased and reshipped the items via UPS directly to our customer because they needed them urgently. We filed our claim with IPS on 10/29/2021. When we followed up on our claim, the folks at IPS would only tell us that the claim had been filed and was pending. On 2/7/2022, I contacted Fedex directly and was told that the claim had been denied nearly 3 months prior. They sent me a copy of the letter they sent to IPS which is dated 11/18/2021. The reason given for having denied the claim was for failure to produce requested documentation. We were never asked to supply any documentation. We only learned that the case had been closed because I finally contacted FEDEX directly. I have tried to speak to someone at IPS to help me resolve this issue, but I was told that Stacy, the person in charge of Claims, does not accept phone calls. We've IPS a few times before without any issues. This is the first time we've had to file a claim. I have supplied all of the requested documentation both to IPS and FEDEX, but it seems the denial stands because Stacy failed to follow-up on her end. We are just looking to be reimbursed for the costs associated with the first shipment and the established value of the goods.

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/03/03) */ Unfortunately IPS has nothing to do with the claims, FedEx is the one that has to approve the claim or not. IPS was not contacted about the additional information that was requested. Once IPS was received the request the additional information was sent to FedEx. It is still up to FedEx on when they will approve the claim. Consumer Response /* (3000, 7, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) On October 29, 2021 we received an email from Stacie R., Vice President International Parcel Services, which included the message "Please fill out the claim form and return it to us". The attached form referenced in the email was a form created by IPS and not one generated by Fedex. So for them to claim that "IPS has nothing to do with the claims" is obviously untrue since the claim process starts with, and is managed by, IPS. On November 2, 2021, we received a message that reads, "We have received your claim form. The agent is on holiday until Monday she will respond to your email once she have returned." This was received from Kimber R., Assistant Manager Director of Air Cargo Shipments International Parcel Services. Once again they acknowledge having received the claim form they supplied. On November 10, 2021, we received the following message from Stacie R., "Sorry I was out of town when you submitted your claim but it has been filed in the total amount of $2795.86. Value of items $2707.00. Shipping $88.86. Claims usually take 8-12 weeks to be completed." I took the liberty to underline the last sentence because the Fedex response to IPS is dated November 18, 2021, only 8 days later. In response to one of our several follow-ups, on January 5, 2022, we received the following response from Stacie R., "As soon as I have an update for you I will let you know." We received the exact same response on January 19, It wasn't until I personally contacted Fedex directly that I was told about the November 18, 2021 Claim Denial Letter. On February 9, we received another email from Fedex reaffirming the denial of the claim, again referencing their letter to IPS dated November 18, 2021. We hired IPS to handle our shipment, not Fedex. Therefore, they are responsible for providing proper customer service which should include honoring claims filed by their own customers. Knowing that this claim has been denied, they have not even offered to reimburse for their fees. Business Response /* (4000, 13, 2022/04/14) */ This is a verbal reply taken by BBB: We submitted claim to Fedex but never received any denial letters or payouts, if Fedex sends an update we would forward to the customer. If there is no update to give we cannot send notifications for updates, we are just the middle man and have no control over Fedex timeframes. The consumer claims they contacted Fedex directly and that Fedex sent a letter; we did not receive any such letter. No denial letter and no payout was ever received to date, the claims is still open. We cannot accept a verbal reply about updates, there has to be proof of either a check in hand or a denial letter from carrier. If we receive a check from the carrier for payout we would send it, but the customer has been requesting updates that we are unable to give if we don't receive any communication from Fedex. We cannot control how long they take to process claims, when we receive an update we will forward that information. Consumer Response /* (4200, 15, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the simplest of terms, we hired International Parcel Service, (IPS), to manage the shipment of our package. WE DID NOT HIRE FEDEX. IPS is contracted with Fedex as one of their service vendors. For this reason, we, SECURE AVI, could not file a claim directly with Fedex had we wanted to, nor did we attempt to do so. As instructed, we filed our claim with IPS as our contracted shipping service provider. No updates were ever offered. We had to initiate all communications regarding the lost shipment. The only responses we received were "As soon as I have an update for you I will let you know". The lack of any updates is what caused us to contact Fedex directly which is when I learned that the Fedex Claims Office had officially denied the claim and a letter was sent to IPS informing them of their decision 3 months prior. We sent a copy of that letter to IPS. Fedex repeated the claim denial in another more recent email message. Insisting that this is still an "open claim" with Fedex is a complete falsehood. Even more frustrating is that the person in charge of "Claims" at IPS refuses to take phone calls. She insists that all communications be conducted via email. It has become clear to us that Customer Service is not their specialty. At this point, we have accepted the loss of $2700.00+ worth of merchandise. It's clear that IPS accepts no responsibility.Likewise, they need to accept that we will never use their "services" again and we will refrain from recommending them as an option to our colleagues. Therefore, the long term loss to IPS is far greater than our one time loss.

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called IPS (International Parcel Service) to setup small shipment of Margarita Mix to a friend in Portugal. Confirmed all details of shipment pickup and drect delivery to my friend in Cascais Portugal. All documents show correct information. All shipping instructions and shipping documents were followed and confirmed - Parcel was shipped to incorrect location.- Parcel was refused as client was required to pay exorbonent additional fees and drive 200 miles where Parcel was processed.-June 2nd, received text from FedEx stating Parcel and item were due to be destroyed.-Approximately June 4th I received text from IPS stating customs has destroyed package.-No communication after those dates from IPS regarding status or options..-June 29th IPS charged my credit card $320 for shipping cost of returning goods to me.-original package only cost $100 to ship from my location to Portugal.If contacted by IPS or FedEx with options and $320 cost to ship, I would have denied.Goods cost $40

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/08/13) */ It is clearly stated in our terms and conditions that the if the package is returned for any reason the shipper will be charged for the return shipping cost. IPS does not receive discounts on packages that are being shipped to the USA, we only receive a discount for shipment that leave the USA. Consumer Response /* (3000, 7, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reply I received from IPS and Fedex, is very clear. The product was destroyed. I now know this was a lie and deception. Due to these lies I made other arrangements. While the contract does state terms of return, how can something be returned if it was destroyed as can be proven in there communication to me. By telling me the opposite they negate their terms to me and nullify the contract. I stand firm that their lies terminate any terms their contract may have. I will not pay this and will continue to fight due to being lied too and mislead by IPS and Fedex. Consumer Response /* (3000, 15, 2021/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Law is very clear: Breach of Contract. A contract will only be legally enforceable if it follows a stringent set of guidelines. If one party lies, knowingly or not, (email or text from IPS stating product has been destroyed. See previous email/text from IPS) or deliberately conceal a relevant information, a contract will be considered void due to misrepresentation. Since the status of my goods was misrepresented by IPS,as per their communication directly to me, the contract regarding return of goods, is void. How can this contract stand on it's merits, when the company themselves or representative of said company, state that the product is no longer valid (destroyed) how can a destroyed product be returned and the contract functional as stated in their reply. I stand firm with my response and want full refund and apology.

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