Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested minimal info about shipping a pet for my daughter from ******** to **************. I have gotten HUNDREDS of spam messages in the last 24 hours. The "unsubscribe" button does nothing. The business will claim they act as an intermediary only - however, the business practice of NOT having a working unsubscribe button has forced me to file this complaint. I do NOT want 100's of emails about available carriers - I was looking for central source to provide a few carrier options. Instead, repeated emails are what hit my inbox - often from the same shippers over and over again.

  

  Business Response

  Date: 04/21/2025

  Hi ****, 
  
  Im really sorry to hear about your experience, and I appreciate you taking the time to share this with us. 
  
  When you post a listing on CitizenShipper, like your request for pet transport, independent transporters who are available and interested can reach out directly with quotes. Our goal is to give you multiple options to compare, based on pricing, reviews, and experience. That said, I understand how the volume of messages could feel overwhelming, especially if you were just hoping for a few carrier options to consider.
  
  I sincerely apologize that the unsubscribe link didnt work as expected. We take communication preferences seriously, and thats not the kind of experience we want anyone to have.
  
  Ive gone ahead and manually unsubscribed you from all future emails and SMS messages. Ive also shared your experience with our team so we can review and improve how we manage notifications and unsubscribe functionality going forward.
  
  Thank you again for bringing this to our attention. If theres anything else I can do to help, please dont hesitate to let me know.
  
  Sincerely,
  
  Michael 
  Head of Customer Support
  ****************************** 

  Customer Answer

  Date: 04/21/2025

  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,
  
  **** ******

• Initial Complaint

  Date:04/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Citizen Shipper has a website where you can get quote and hire a pet transport. Their website advertised: "The trusted, affordable way to transport your beloved pets." It states the drivers are Citizen drivers. We used Citizen's site and booked *************************** to transport our dog from ** to *********. Yesterday, we were informed our dog die. A necropsy was performed. the autopsy report said, our dog die of stress induced by heat stroke. We want Citizen to address this with their pet transport provider, ************** ************* We want them to provide all business information to us. We want to know the drivers' full information which Citizen should have.

  

  Business Response

  Date: 04/16/2025

  Dear Law,
  
  First, I want to express my deepest sympathies for your loss. The pain of losing a pet is immeasurable, and I appreciate you taking the time to share your experience with us.
  
  At CitizenShipper, the safety and well-being of animals is at the heart of what we do. I want to assure you that your concerns are being taken very seriously. Our team is actively reviewing this matter internally to better understand what occurred and to determine any appropriate next steps. For privacy reasons, Ive attached a private message with more case-specific information. Please take a look at the attachment when you have a moment.
  
  Id also like to clarify that transporters who connect with pet owners through our platform are independent service providers, they are not employees of CitizenShipper. I apologize for any confusion this may have caused at the time of booking.
  
  Again, Im so sorry for your loss. If theres anything else I can do to help, please dont hesitate to reach out.
  
  Sincerely,
  
  Michael 
  Head of Customer Support
  ****************************** 
  

  Customer Answer

  Date: 04/17/2025

  Complaint: 23208314
  
  I am rejecting this response because: *******, Head of Customer Support, is requesting verification but did not send a specific email address for me to answer to. I don't want to use their general email and have my verification get lost. I want a specific email address for *******. It is very unprofessional for him to not provide one or even his full name. This is serious. Our pet die using Citizenshipper . Please forward this to *******, Head of Customer Support at **********************.

  Email address that was used to book- *******************************

  Once he provides a specific email address, I will provide the requested information.
  
  Regards,
  
  Law Teng

  

  Business Response

  Date: 04/17/2025

  Hi Law,
  
  Thank you for your patience, and for providing the email address used for the booking. I want to assure you that your concerns are being taken very seriously, and Im personally taking over your case from here on out.
  
  Im very sorry for any confusion regarding our support channels and the best way to reach me. I completely understand your desire to ensure your request doesn't get lost. However, as a company policy, we do not provide identifying information, such as last names, or personal contact details for any of our support staff due to privacy concerns. As an alternative, I have followed up with you via email at the address youve provided. While my responses are sent from our general support email ************************************* all of your replies to this email thread will be sent directly to my inbox, so I can ensure your case is treated with the urgency and care it deserves.
  
  Again, Im so sorry for the loss youve experienced. Please keep an eye out for my email, and I hope to assist you in reaching a resolution as soon as possible.
  
  Best,
  *******
  Head of Customer Support
  
  
  

  Customer Answer

  Date: 04/17/2025

  Complaint: 23208314
  
  I am rejecting this response because: my email is ****************************. 
  
  Regards,
  
  Law Teng

• Initial Complaint

  Date:04/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my account on April 6. I was charged on April 11. I want my money refunded. There is no way to delete my card information on the site. I want my credit card removed from site and my money refunded.

  

  Business Response

  Date: 04/11/2025

  Dear *******,
  
  Thank you for reaching out, and I sincerely apologize for the confusion and frustration youve experienced. I understand how upsetting it can be to see a charge after you've taken steps to cancel your account.
  
  To clarify, CitizenShipper does not charge drivers after a subscription has been canceled. However, in some cases, a charge may appear shortly afterward if there were any outstanding fees or ******* charges related to activity while the subscription was still active. For more details on this specific charge, Ive attached additional information for your reference.
  
  Regarding your credit card details, while card information cannot be deleted manually from the users end for security reasons, we are happy to remove it on our side. To do this, you can simply reach out to our team at ********************************** to make the request. In your case, weve already removed the information as requested. 

  I appreciate your time and the opportunity to address your concerns. If you have any further questions, please dont hesitate to reach out to our team at **********************************.
  
  Sincerely,
  
  *******
  Head of Customer Support
  ******************************

• Initial Complaint

  Date:03/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a complaint regarding the tragic death of my dog during transport arranged through CitizenShipper. I scheduled the transport for my dog from *************, ** to *********, **, with a pickup on April 16th. Unfortunately, she passed away on April 19th in ******, *******, off the scheduled route. Despite this, CitizenShipper has taken no accountability, and the transporter has gone silent.The transporter claimed to be ****-certified but failed to request the necessary documentation. She also stated she was a former vet tech but later admitted that she didnt know CPR or emergency care for pets. She told me she took my dog to a vet immediately after her condition worsened, but the vet confirmed my dog had likely passed away long before being seen. The transporters negligence, misleading claims, and failure to monitor my dogs health contributed to this tragedy.However, the more concerning issue is the lack of support and communication from CitizenShipper. Not once has anyone from the company called me about this issue. After this devastating incident, I reached out multiple times, but they failed to take any meaningful action or provide the support needed to address the situation. The transporter, who was once in communication with me, has now gone completely silent. This complete lack of response and follow-up from both the transporter and CitizenShipper has been deeply frustrating and distressing.I am extremely concerned about CitizenShippers transparency and integrity due to how they handled this matter. Their failure to intervene and ensure proper oversight allowed this situation to occur. If the company had been more involved, provided better support, or taken action to address the lack of communication and the transporter's negligence, this incident might have been prevented.I hope the Better Business Bureau will assist in holding CitizenShipper accountable and ensuring they implement appropriate changes to protect pets in the future.

  

  Business Response

  Date: 04/01/2025

  Dear ******,
  
  I am deeply sorry to hear about your loss and understand how devastating this must be. At CitizenShipper, we recognize the gravity of situations like this and are committed to addressing them with care and diligence.
  
  While CitizenShipper is an online marketplace that connects independent transporters with customers, Id like to clarify that we are not directly involved in the transportation process. However,  we have a comprehensive vetting process in place to help ensure the quality and reliability of transporters using our platform. This includes background checks, identity verification, and manual review by our support staff. Additionally, all safety concerns brought to our attention are thoroughly investigated. Any driver found to be in violation of our safety and community guidelines would be immediately removed from our platform.
  
  As soon as our team was made aware of your concerns, we followed our established investigation process to review the details of this situation. For more details regarding your specific case, please refer to the attached document.
  
  I know how important communication is, especially in difficult situations like this. I want to assure you that our support team responded to each of your inquiries as promptly as possible and made every effort to address your concerns. However, I apologize if our support did not meet your expectations and appreciate you sharing your thoughts. We are always looking for ways to improve our communication and would welcome the opportunity to hear any additional thoughts you may have. If youd like to discuss this further, please dont hesitate to reach out to us at ************************************************************.
  
  Once again, I am truly sorry for your loss. I recognize how painful this must be for you, and I appreciate the opportunity to address your concerns. If there is anything more I can do, please let me know.
  
  Regards,
  *******
  Head of Customer Support
  

  Customer Answer

  Date: 04/01/2025

  Complaint: 23113480
  
  I am rejecting this response because:
  
  Dear *******,
  
  Thank you for your response and condolences. While I appreciate your acknowledgment of the situation, the core issues Ive raised remain unresolved.
  The vetting process you mention clearly failed in this case. The transporter I worked with violated your guidelines, yet CitizenShipper has neither acknowledged these violations nor taken steps to prevent similar incidents. This lack of accountability is troubling. While I, as a customer, have not received the support I need, I understand the transporter was able to communicate with someone, further highlighting the disparity in support.
  
  Additionally, despite CitizenShippers marketing suggesting a more active role in overseeing transactions, the $1000 coverage which was a key selling point was never explained during booking. Had I known what steps were needed, I would have ensured they were taken. The lack of transparency around this coverage is deeply frustrating, especially given the outcome.
  
  While I appreciate your teams investigation, no meaningful resolution has been provided. No one has called to discuss the situation, and the support Ive received has been entirely inadequate. Theres a clear lack of customer support, and as a result, I feel left in the dark while CitizenShipper attempts to cover itself rather than taking responsibility for the failure in your process.
  
  The tragic death of my dog could have been prevented, and Im disappointed that no proactive steps are being taken to ensure this doesnt happen again. I urge CitizenShipper to address both the failures in vetting and communication, and to provide a clear action plan to prevent similar incidents in the future.
  
  I request specific details on how you plan to resolve my case and prevent future tragedies, as well as resolution of covering expenses associated with the death of my beloved fur child while using your services.
  
  I look forward to your prompt response with a concrete plan for resolution.
  
  Regards,
  ****** *********

  

  Business Response

  Date: 04/10/2025

  Dear Ms. **********
  
  At CitizenShipper, we take the safety of pets very seriously. We understand that pet transport is deeply personal, and we aim to provide a reliable, transparent service that supports both pets and their owners.
  
  Our vetting process includes thorough background checks and ID verification for every transporter on our platform. I understand your concerns about the transporters stated expertise and how that may have felt misleading. While we facilitate a comprehensive screening process, transporters are ultimately responsible for accurately representing their qualifications and experience. Based on current industry standards, we believe our vetting process meets the necessary requirements to ensure safety and reliability.
  
  I hear your concerns about the Pet Protection Plan and recognize the importance of clear communication around policies such as this. While detailed information about the plan is currently available via our *********** and linked on the checkout page, we're actively reviewing how we communicate our policies to ensure customers fully understand the coverage requirements.
  
  I also understand that you feel your case did not receive the attention or urgency it deserved from our support team, and I sincerely apologize for that. As head of the department, I am closely evaluating our customer service practices to identify where we can improve, especially in sensitive cases like this one.Thank you for sharing your thoughts on this, as it is an important part of that process.
  
  As for a resolution to your case, please see the attached form for more details. 
  
  I appreciate you giving our team another opportunity to address your concerns. Please dont hesitate to reach out if youd like to continue the conversation or have any further questions.
  
  Sincerely,
  
  Michael 
  Head of Customer Support
  ****************************** 
  
  

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the citizen shipper website to hire transportation for my dogs. The company that was hired, pet expressway, turned out to be completely fraudulent and run by known scammers. I was ripped off almost $500 by the scammers and charged a booking fee of over $300 by citizen shipper.After reaching out to citizen shipper and trying to get a refund on my booking fee, their responses became increasingly distant and vague.Citizen shipper claims to check the backgrounds of people that drive on their site. Both of the owners from the fraudulent company I hired have criminal records, with the main owner having multiple aliases and even a DUI and a recent standoff with police. I also believe they used AI images in their **************** of today, my dogs are still on the road and have been for two weeks at this point. Citizen shipper has done absolutely nothing to take care of this situation. The driver who ended up with my dogs was also scammed and not paid by Pet Expressway. Luckily she is a decent human being and is willing to work it out with myself and the other pet owners who scammed by this company that was allowed to operate on citizen shipper. I'm still waiting to hear about my refund request from citizen shipper.

  

  Business Response

  Date: 03/21/2025

  Hi ***, 
  
  I am so sorry to hear about the distressing experience youve had with Pet Expressway. The safety and security of our customers and their precious pets are our highest priorities, and we take your concerns very seriously.
  
  At CitizenShipper, we have a number of safeguards in place to protect our customers, including comprehensive background checks, identity verification, and a manual review process conducted by our support team. Drivers who do not pass these verification requirements are removed from our platform immediately. We continuously refine these measures to improve the trust and security of our platform.
  
  I want to apologize if our communication has not met your expectations. We work diligently to respond to all customer requests promptly and address any and all concerns. Still, I will keep your thoughts in mind as we continue to improve our communications moving forward.
  
  Regarding your case, our team is actively investigating this matter as a top priority and will be contacting you shortly with more information. You can find additional details about your reimbursement request in the attached document. 
  
  Thank you again for bringing this situation to our attention. Our team will be reaching out to you via email soon, but if there is anything further we can do to assist you in the meantime, please dont hesitate to contact us at our support email: **********************************
  
  Best, 
  
  *******
  Head of Customer Support
  ******************************

  Customer Answer

  Date: 03/24/2025

  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,
  
  *** ****

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Citizen Shipper advertised as pet transportation company and when I selected to book the transportation it asks for a deposit. I paid for deposit and started to get quotes. I selected a quote and when I speak to the person, she explains she doesnt work with Citizens Shipper but is more of a broker/driver self employed. They request Payment in full upfront. I felt like I was being scammed. I emailed the company and they told me they cant refund my booked fee of $300 that I thought was for their company to schedule the transfer of my pet. I feel like I was scammed into something I didnt know was a different company.

  

  Business Response

  Date: 03/13/2025

  Dear *****, 
  
  Thank you for reaching out and giving us the opportunity to address your concerns. I apologize for any confusion about how our marketplace functions. Id like to take a moment to clarify how CitizenShipper operates and provide a resolution for the situation you experienced. 

  CitizenShipper is a third-party marketplace that connects pet owners with independent drivers who offer transportation services. The drivers who are hired through our platform are independent contractors and are not employees of CitizenShipper. Our platform serves as a place for pet owners to find qualified transporters, but the actual transportation and communication are handled directly between the customer and the driver. In case you are interested in learning more, information about how our platform works, including how quotes and deposits are handled, is available on our website and in our help center.
  
  Regarding your request for a refund of the booking fee, our policy only allows for refunds under specific circumstances. However, customers who are not eligible for a refund are always offered site credit as an alternative solution. The credit, which does not expire, can be used for future bookings on the platform, or can be passed along to a family member or friend. For specific information and proposed solution for your case, please see the attached document. 
  
  Again, I am very sorry for the frustration caused. I appreciate you sharing your thoughts with us, as it helps to improve our services. If you have any further questions or concerns, please dont hesitate to reach out to us directly at ************************************************************ 
  
  Warm regards, 
  
  *******
  Head of Customer Support
  ****************************** 
  

  
  

  Customer Answer

  Date: 03/13/2025

  Complaint: 23051772
  
  I am rejecting this response because:
  I will never use your credit and dont know anyone who can use your service. By accepting your credit is losing my money. I want a refund if your services are not needed.
  Regards,
  
  ***** **********

  

  Business Response

  Date: 03/14/2025

  Hi *****,
  
  Thank you for your response.
  
  I understand you do not plan to use the site credit offered and are not aware of anyone who may benefit from our services. However, we are required to follow the guidelines outlined in our refund policy. Im very sorry for any trouble this causes.
  
  While I realize this may not be the outcome you were hoping for, I want to assure you that we are committed to supporting our customers within the framework of our established policies. That said, if you have further questions or need assistance with the credit in the future, please feel free to reach out to our team and wed be happy to help you out. Thank you for your understanding. 
  
  *******
  Head of Customer Support
  **********************

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 9th I booked a pet transport service from citizen shipper, and paid 219$
  Less than 24 hours later I decided to cancel the the booking because of the website fees.
  I asked for a complete refund and they only offer website credit.
  I did not receive any product or service from them.

  

  Business Response

  Date: 02/19/2025

  Dear Ms. Huezo,
  
  Thank you for giving us the opportunity to address your concerns. 
  
  While I can certainly understand your disappointment in not receiving a refund, we have a refund policy that only allows us to issue a refund of the booking fee under specific circumstances. We strive for transparency, so this policy is made available to all customers on the checkout page before making a purchase and can be reviewed at any time in our Help Center.
  
  While your situation did not qualify you for a refund, our team offered you a site credit in the amount of the booking fee paid.  The credit can also be passed along to a family member or friend if you do not have a use for it.
  
  Thanks again for reaching out, and if you have further questions, feel free to contact our team at [email protected].
  
  Best,
  
  Michael
  Head of Customer Support
  CitizenShipper

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company advertises safe transport for dogs/pets and states they vet all their drivers with a long application process. We used them to hire a transport for a rescue dog from ** to **. Transporters stole the dog and ultimately dropped it in **. CitizenShipper is refusing to refund us our full fees, or pay to get a transport to get the dog to the contacted safe location. Their customer support is refusing to help or give us managers contact. In addition the transporters were given our addresses and are now sending threatening texts and ******** messages. We not only do not have a dog to safety but we are worried for our own safety and the company is not doing anything despite advertising differently. This was a fraud/scam and the business strongly needs to be investigated for pet and human safety. Thank you.

  

  Business Response

  Date: 02/28/2025

  Dear Mr. *********************** you for reaching out and sharing your concerns with us. We understand how upsetting this situation has been for you. Please know the safety and well-being of pets, as well as the peace of mind of our customers, are incredibly important to us.
  
  CitizenShipper implements a comprehensive verification process for all transporters on our platform, which includes identity verification, background checks, and manual review by our support team. We take safety concerns very seriously and any transporter found posing a risk to the well-being of pets or customers will be removed from our platform without delay.Your case was thoroughly investigated by our team and resolved with you directly. However, if you have additional concerns, we encourage you to contact our support team for further assistance.
  
  We would also like to clarify that transporters on our platform are independent contractors, and do not work for CitizenShipper. Therefore, we are unable to process refunds for payments made directly to them or cover their services on behalf of customers. We apologize for any confusion around this. Our role at CitizenShipper is to connect customers with vetted transporters, but once a booking is made, the financial transaction made with your transporter falls outside of our control.
  
  The CitizenShipper booking fee, which is separate from the drivers payment, is managed by us and can be refunded under certain conditions specified in our refund policy. The booking fee for this transport was refunded in full and we are also happy to offer site credit for your next booking.
  
  Rest assured, we are dedicated to improving the transparency and trust our platform offers. If you need further assistance, please reach out via email at *********************************** and we will continue to do everything within our capacity to support you.
  
  Warm regards,
  
  *******
  Head of Customer Support
  **********************
  
  

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scammed- terminated one hour after processing the payment which revoked my bid and cancelled the entire transaction . They didn’t give me my money back just credit when there terms are not solid until they receive the payment . I requested a refund and they declined (I want a full refund) I did not receive services or products from the company. When I requested and attached the terms they stopped replying. I DID NOT RECIEVE ANY KIND OF GOODS OR SERVICES FROM THEM AND WILL NEVER DO BUSINESS WITH THEM AGAIN THIS IS A PURE SCAM.

  

  Business Response

  Date: 01/03/2025

  Dear Ms. Fana,

  We’re sorry you haven’t had the experience you expected and understand how frustrating this situation can be. CitizenShipper is a marketplace that connects customers with service providers, and we take your concerns very seriously.

  For a more in depth review and to explore possible solutions, we encourage you to reach out to our dedicated Support Team at [email protected]. They will work with you toward a resolution.

  Sincerely,
  CitizenShipper Support Team

  
  

  Customer Answer

  Date: 01/07/2025

  Complaint: 22693426
  
  
  
  I am rejecting this response because:
  
  Your company falsely advertised and took all the money without providing the goods or services. I didn’t even get to book a driver so there should be no cancellation fee and o have your reply to prove it 
  Regards,
  
  
  
  Margaret Fana

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,One of my friend was moving to ************** from *******. So as a friend he asked me to get a moving help from ******* to **************. I posted my requirements on Citizen Shipper and started getting bids.I selected a bid of 1800 dollar and the Web site citizenshipper took 200 dollars as they claim they charge to ensure that the service that we get through them is safe and genuine.The moving company's driver showed up when on the date and picked up my stuff. On the delivery date he asked that we need to pay 3500 dollars or he won't give me my stuff. When I contacted citizen shipper they said that I need to give just 1800 but driver was not listening also after that citizenshiper stoped replying to my ********* last I had to pay 3500 to driver the only I got my stuff back.I am requesting you to kindly help me to get my 1700 dollars refund from citizenshiper. .

  

  Business Response

  Date: 12/09/2024

  Dear ******* *****,

  
  Were sorry to hear about the difficulties you experienced and understand how frustrating this situation must have been. As a marketplace connecting customers with independent transporters, ********************** aims to ensure a safe and positive experience, and we truly appreciate you sharing your concerns.

  
  For a more detailed review of what occurred, as well as guidance tailored to your specific case, we encourage you to connect with our dedicated Support Team at *********************************** They will be glad to listen carefully, clarify any misunderstandings, and work directly with you to help restore your confidence in our platform.
  

  Thank you for reaching out, and we look forward to assisting you further.

  Best,

  Citizen Shipper

  Customer Answer

  Date: 12/15/2024

  Complaint: 22621852
  
  I am rejecting this response because:

  Citizen shipper is a platform through which I got the transportation service. And it was their responsibility to ensure that a fraud business is not listed on their platform. moreover, after my complaint to them which I had already attached the proof of, they were not able to help me out. It was Citizenshipper's responsibility that no fraud is listed through their platform, also there should be full payment through the platform itself instead the platforms charges $200 dollars upfront for service and asks it's users to pay the business provider directly which motivated my transporter to take advantage of and he blackmailed me to pay $1800 and then only I can get my belongings back.

  Hence I am requesting you to help me in getting  $1800 back from citizenshipper 

  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 01/03/2025

  Dear ******* *****,

  
  Thank you for bringing these concerns to our attention. We understand how upsetting it can be to feel taken advantage of and we value the time you took to let us know. CitizenShipper is a marketplace that connects customers with transporters, and while we do take steps to keep our community safe, we recognize the distress caused by your experience.

  
  For more detailed assistance and a thorough review of your case, we encourage you to reach out directly to our dedicated Support Team at *********************************** They are best equipped to look into your specific situation, offer guidance, and explore all possible solutions. We appreciate your patience and remain committed to supporting you in any way we can.

  
  Sincerely,
  CitizenShipper Support Team