ComplaintsforuShip

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am being charged $131.72 for services I did not authorize or request, I had equipment ready and avalible to unload the boat motor from the truck. I did not need nor request this service. Now I am being threatened by Uship that they will send me to collections if I do not pay for these services I did not request

  

  Business response

  05/16/2024

  We're sorry to hear about your negative experience with your LTL shipment. I see that you've been communicating with our support team. I'll be reviewing that thread in full and providing a resolution shortly.

  Customer response

  05/17/2024

  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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi! I placed an order to ship a piece of furniture from *********** to ******. My shipment was supposed to be picked up between 02/01 and 02/07 and dropped off between 02/01 and 02/18.My shipment was not picked up nor delivered on time (it was late more than 10 days) and delivered 12 hours before my flight.The shipment was tendered to the courier fully and well-covered, and it was delivered to me uncovered and scratched not only on the bottom, but sides, top and back of the cabinet which were clearly covered and scratch-free up until pickup.I provided clear pictures of how my cabinet was at home, and how it was delivered. It clearly shows how flawless it was and how in bad shape it was delivered. I reached out to Uship and they asked me to provide a quote to get it fixed which a furniture repair professional quoted at more than $1,200. I had purchased a Uship Protection Plan for $1,000, and the company quickly rejected my claim. I appealed and rejected it again.Their UShip protection plan is misleading and I would need my claim approved for the amount or would need them to pay for the fix.

  

  Business response

  04/11/2024

  Hi Rabih,

  It appears that your uShip Protection Plan case was denied for lack of sufficient documentation. As your uShip Protection Plan appeal has been denied as payment has been released to the service provider, you will need to work directly with the service provider to receive any compensation and/or resolve this matter. This may be done via a professional mediator and/or the appropriate legal options. For more information about the uShip Protection Plan's Terms of Service, please see the following: ********************************************************************************************************************************

  Customer response

  04/12/2024

  Complaint: 21558921
  
  I am rejecting this response because:

  UShip REQUIRES payment to be released at the time of delivery  there is no way I could stop the payment as the courier would not have left until I signed and released the payment  

  additionally this is contradictory, on one end my protection plan was denied because of lack of documents (they didnt say what documentation was missing) and on the other end they are saying that they denied it because I already paid the courier  

  my protection plan is with UShip not with the courier. Therefore their protection plan is misleading and does not provide what they say it does.

  
  Regards,
  
  Rabih C

  

  Business response

  04/12/2024

  Hi Rabih,

  Both letters of Case Denial include specific information about the denial. The most recent letter states the following:

  "As stated in the uShip Protection Plan Terms of Service, we require specific information and documents to process your case. These requirements are in palce to ensure that we can accurately assess your case and provide you with the best possible outcome. We have made every effort to communicate our requirements to you and to work with you to obtain the necessary documents. Unfortunately, without the missing information, we cannot review your case."

  Unfortunately, uShip will not be able to provide further assistance in this matter. If you wish to pursue a resolution, you will need to do so directly with your service provider. 

  Customer response

  04/12/2024

  Complaint: 21558921
  
  I am rejecting this response because: YOU DID NOT TELL ME WHAT DOCUMENTS ARE MISSING. YOU KEEP SAYING I AM MISSING DOCUMENTS BUT YOU NEVER SAY WHAT IS MISSING. SO STOP LYING.
  
  Regards,
  
  Rabih C

  

  Business response

  04/15/2024

  Hi *****,

  The missing document in this case is a clear photograph before pickup that shows that the shipment was not damaged. Please respond to the emails regarding your case to request more information. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made 2 shipments with USHIP the first was BOL #******** on 2/23/24 and the second was BOL #******** on 3/17/24 For BOL#******* I paid $1366.82 to ship 1 pallet from a Business Address without a loading dock or Forklift to a business address with Forklift/Loading dock access.For BOL#******** I paid $1360.03 to ship an identical pallet from the same Business Address without a loading dock or Forklift to the same business address with Forklift/Loading dock access.Both pallets were picked up from the same location and delivered to the same location. Same weight, identical pallets.On BOL ********* you want to charge an additional $200.90 for extra weight and limited access pick up. THERE IS NOT LIMITED ACCESS at either location. I have never been charged extra for a negligible amount of weight from any other LTL carrier.On BOL ******** they want to charge $437.51 for exactly the same pallet as above but just felt like tacking on an additional $237.51?I believe USHIP is fraudulently passing on inflated charges after clients have paid the correct amount for their services. Based on all the recent visible BBB reviews and Online review from other unhappy USHIP clients they seem to have a pattern of terrible business ethics. This is easily the worst shipping experience I have ever experienced. I need both of these additional charges to be amended and removed immediately.

  

  Business response

  04/10/2024

  Hi ****,

  It appears you have been in contact with our LTL Support team regarding these charges, and the following message was relayed: 'Since payment has been released to your carrier, we are unable to proceed to dispute this rebill. I'm very sorry for this inconvenience. Please reply to this email with any questions or concerns. All correspondence for rebills must be via email.' Please continue to respond to the email entitled Completed Charge BOL ********: Weight, Location, Inside Pickup and Delivery to review the documentation provided and to ask any additional questions you may have about the charges. 

  Customer response

  04/10/2024

  Complaint: 21551483
  
  I am rejecting this response because: your company has made no effort to substantiate these fraudulent charges and I have been in contact with the company and have gotten zero action that actually addresses the issues at hand. Your emails just state nothing can be done.

  Fundamentally how 2 identical shipments that were the shipped from the same address and delivery address have additional charges amounting to $200.90 for 1 shipment and then an additional $437.51 for second shipment. There should be no extra charges since I paid for both shipments in advance and your company is tacking on bogus fees. How can 2 identical shipments from the same location cost, same delivery address cost $235+ more than the other?

  Attached I have an email from your ************** offering to remove the fees and nothing was ever done. 

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

  

  Business response

  04/10/2024

  Hello ****,

  Our team has attempted to assist you with your invoice disputes but we have not received the documentation or written confirmation we requested in order to assist. On BOL# ********, we explained how storage facilities are considered limited access and that your carrier weighed in your shipment at 2,130lbs instead of 1800lbs. You did not provide documentation to confirm your shipments stated weight. Due to this negative experience, we even offered the following:
  As a one time courtesy, uShip is willing to absorb the Storage Facility charge if we can have written confirmation that you will select Storage Facility when picking up from or delivering to a storage facility in the future.
  You did not respond with the written confirmation we requested. After 3 business days we had to finalize your invoice. The charge did fail and this debit was applied to your uShip account. On BOL# ********, we have explained to you that this shipment was also weighed by your carrier to be 2,130lbs instead of 1,800lbs. This shipment also picked up from a storage facility which is considered limited access. This shipment also had inside pickup and inside delivery services requested and signed for. Our team still has an active email with you offering to assist with this dispute, but youve not provided the requested documentation. This charge also failed and a debit was applied to your uShip account. Please continue to communicate with our team and provide the requested documentation if you wish for us to further assist you.

  Customer response

  04/10/2024

  Complaint: 21551483
  
  I am rejecting this response because: this is simply not true! You continue to not accept the fact that the bills you are sending are fraudulent. 

  The pick up location was/is  NOT limited access - the location was a business address without a loading dock or forklift. It is a huge facility that offers large class ************ and there is no logical explanation other than bait & switch to charge more at this location for a pick up when I selected business address without loading dock or forklift. 

  I did not request nor was there a need for "Inside Pickup, Inside Delivery" and why was one invoice charged for that "extra" service when again the pick up and delivery locations were exactly the same. Again this further reiterates the fact your company is fraudulently billing for unnecessary services other than what I had already paid for. The delivery address was a business with a forklift and/or loading dock, so the Inside Delivery was not needed and is completely false. 

  Lastly the "weight" charge is total ********. I paid for 2 pallets of LTL shipment and for a negligible amount of weight over what was expected is not an excuse to charge more, along with the other fraudulent charges I have to believe the weights on both pallets were artificially inflated to charge more. I have been shipping with other LTL carriers for many years and never been charged an extra fee for a little weight. Which further leads me to believe you are falsifying the charges. 

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

  

  Business response

  04/11/2024

  Hello ****,

  It's important to note that storage facilities are considered limited access by freight carriers, which we've relayed via email. Additionally, uShip does not gain from rebills. If the weight discrepancies are not valid then please provide documentation so we can dispute those charges with your carrier. Both of your additional invoice charges failed, meaning you did not pay these additional charges. Even though you did not respond as requested, we will write off the negative balance under BOL# ******** in the amount of $200.90. Please note that we have already offered to assist with this and asked for, "written confirmation that you will select Storage Facility when picking up from or delivering to a storage facility in the future." We are still willing to assist with the invoice dispute under BOL# ********. Please respond to our email thread with the weight documentation requested.

  Customer response

  04/11/2024

  Complaint: 21551483
  
  I am rejecting this response because: See below for my replies from your last message

  "It's important to note that storage facilities are considered limited access by freight carriers" - I have never been charged by another LTL carrier an additional limited access fee when I  have already paid the fee for pick up from a Business with out a Fork Lift or Loading Dock. This is clearly a bogus charge tacked on by your company.   

  "Additionally, uShip does not gain from rebills."  - I believe this to be an outright lie. 

  "If the weight discrepancies are not valid then please provide documentation so we can dispute those charges with your carrier." -  According to ****** a 750ml bottle of wine weighs 2.65 pounds. There were exactly 627 bottles of wine on each of the pallets. A pallet weighs ***** pounds, and to be ****** cautious a cardboard box weighs 1 pound, with 53 boxes on the pallet.   627*2.65 + 48 + 53 = ******* lbs, you are telling me that there was an extra 367 pounds on the first pallet and on the second pallet which I declared at 2000 lbs and was billed for 2295 pounds. This illustrates my point perfectly that your company is falsifying and inflating weights to bill customers more.

  "Both of your additional invoice charges failed, meaning you did not pay these additional charges." - I removed the saved credit card from the website because these extra charges are Fraudulent. 

  "Even though you did not respond as requested, we will write off the negative balance under BOL# ******** in the amount of $200.90." - As you should because these extra charges are Fraud.

  "Please note that we have already offered to assist with this and asked for, "written confirmation that you will select Storage Facility when picking up from or delivering to a storage facility in the future." - I will never do business with your company again. 

  "We are still willing to assist with the invoice dispute under BOL# ********." - These charges are also Fraud. You can see the above calculation for the weight issue. The limited access fee needs to be removed as well. I did not request or need Inside Pick up at delivery.

  You still have failed to address why 2 identical pallets picked up from the same address and delivered to the same address were rebilled for different amounts the first pallet an additional $200.90 and the second pallet an additional $437.51. Again I believe this solidifies my claim of Fraud when your company is clearly issuing invoices after services have been paid for in advance with additional charges that are erroneous.

  Lastly I tried to communicate with your LTL operations directly and was given this response - "Unfortunately, we did not receive a response from you after our initial outreach, thus payment has been completed. Since payment has been released to your carrier, we are unable to proceed to dispute this rebill. I'm very sorry for this inconvenience."

  Again another outright and blatant lie from your company!!

  It is maddening from a customers perspective to receive a fraudulent invoice on 4/1/24 from a shipment that was picked up on 3/25/24 and delivered over a month prior saying I have only 72 hours to respond or dispute, which I did and then to be told after that 72 hours there was no further recourse.

  I need the additional charges of $437.51 on BOL# ******** to be removed.

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

  

  Business response

  04/15/2024

  Hi ****,

  As mentioned in LTL's support message, the rebill charges cannot be removed or otherwise compensated. Please continue to respond to those emails if you have any further questions or would like more information about next steps. 

  Customer response

  04/15/2024

  Complaint: 21551483
  
  I am rejecting this response because there was NO response to ANY of the issues I replied to in my previous correspondence.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contracted uship for a truck to be shipped on certain dates. A shipper took the offer and then after deposit was made shipper changed dates. I contacted uship and was told they could help. I had to leave on vacation late and go out of my way to get item shipped

  

  Business response

  04/10/2024

  Hi *****,

  Thanks for reaching out. I looked into your uShip account and it does not appear that you have a recently booked shipment associated with the email address ****************. Please reach out to ********************************** with the email address associated with your booked uShip shipment and we'll be glad to assist you. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I don't know where to begin with this . I'm a royal customer of ********************. I have business and personal accounts from them I gave Uship lot of business. I was shock and very disappointed on my recent transaction with Uship customer service. I listed to pick up small 60 cc kids bike. Shipment ID: *********. I mention in *More Information- it's a small mini kids bike " non running When I was checking out on **************** ******* Charge: Shipping Quote Amount $230.00.******* Charge + $24.99 uShip Protection Plan + $***** ??? EXTRA Since this kids bike, don't work more than a few hundred and it was not running I did not need or want uShip Protection Plan. But it didn't let me uncheck that box. Maybe it was a glitch from uShip website. For no reason they charge me $ *****, I'm a father of five little kids and i work very hard to make ends meet. It's a highway robbery, Uship stole my hard earned money. So I called and the Uship customer service and he was very unprofessional and rude. He said he cannot refund or help me. so I waited till motorcycle got delivered. And I spoke to the driver did you charge me that extra uShip Protection Plan and he said NO - it may be a glitch on the website. So I called back and they said we cannot do anything. I need my hard earned $***** back. I want Justice. I will rase my voice on every platform

  

  Business response

  03/14/2024

  Hi ****,

  I'm sorry to hear that you may have encountered a glitch that required you to move forward with the uShip Protection Plan. I can assure you that it is allowing customers to uncheck it on our supported browsers, Chrome and Firefox. Per the uShip Protection Plan Terms of Service, the Protection Plan Fee is nonrefundable: ********************************************************************************************************************************. We have refunded the service charge associated with your shipment, a total of $34.50, as a one-time courtesy. That will available to your original form of payment within 7 business days. If you utilize uShip in the future and run into errors or issues with the uShip Protection Plan or any other part of our platform, please give our support team a call at ************ or email us at ********************************** for assistance. We're here to help. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See supporting document for full information. A service provider on uShip represented having an insurance policy limit of $1 million, while in fact their insurance policy lapsed and their status on DOT is listed as Not Authorized. uShip could have easily detected this misrepresentation as it's public information. The ** damaged the item in transit. Desired resolution is for uShip to withhold the agreed settlement the service provider offered (and we agreed to) from a future payout so that we can receive the funds.

  

  Business response

  02/27/2024

  Hi ***,

  Thank you for reaching out. As uShip is a neutral online marketplace, we are unable to guarantee the service of users on our platform. The uShip Protection Plan, which allows customers to purchase shipment damage protection, is available for most commodities booked within the U.S. However, it appears that a Protection Plan was not purchased for this transaction. Please see the uShip User Agreement for more information: *************************************************************************************.

  uShip Support has attempted to work as an intermediary between yourself and the service provider to discuss these damages, but it appears that has resulted in an impasse. In order to continue pursuing this matter with the service provider, you may need to contact a legal representative. Please reach out to uShip Support if an agreement is reached offsite or if you would like to discuss a different resolution. You can reach us by email at ********************************** or by phone at ************.

  Customer response

  02/28/2024

  Complaint: 21340137
  
  I am rejecting this response because it does not address our complaint that uShip is continuing to allow this shipper to misrepresent their insurance coverage and defraud fellow users. In order to resolve this complaint, the shipper needs to produce valid insurance information (active coverage) or confirm their policy lapsed as per our information.
  

  

  Business response

  02/29/2024

  Hi Jan,

  
  As a Protection Plan was not purchased for the shipment in question, uShip is unable to provide insurance or protection coverage, or otherwise assist with direct compensation in this matter.
  

  In order to continue pursuing this matter with the service provider, you may need to contact a legal representative. Please reach out to uShip Support if an agreement is reached offsite or if you would like to discuss a different resolution. You can reach us by email at ********************************** or by phone at ************.

  Customer response

  03/01/2024

  Complaint: 21340137
  
  Again, there is no resolution that uShip is continuing to allow this shipper to misrepresent their insurance coverage and defraud fellow users. An agreement was reached that the shipper would provide $1,000 to defray the repair expense, per attached. Please resolve this matter by implementing this resolution by processing a refund of that amount.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i paid this company to trasport a **** Porsche 356, the are impossible to contact. The subcontractor they hired has confirmed pick up at 5:30pm 2 days ago, the car was left outside of the dealership based on their confirmation. It's been 2 days, no answer . The call center staff doesn't understand shipping and can only say the transportation has been assigned. This isn't how a transportation of a high end collectable should work

  

  Business response

  02/09/2024

  Hi ****,

  I'm sorry to hear about your experience with the service provider. It's important to note that uShip is a neutral online marketplace. We are not directly involved with the shipping process, and the agents you have spoken to are employees of your service provider, Montway. However, I can confirm that this shipment has been successfully assigned to a carrier. If you are having any issues receiving further information about pickup timeframes or anything else, please reach out to ********************************** so we can work as an intermediary between yourself and Montway to help you both come to an understanding regarding the shipment. If you wish to cancel this shipment, you may do so by navigating to your Listing and selecting Report a Problem. Please do not hesitate to reach out to uShip Support if you have any questions, we're here to help. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am here to file a complaint against ******************************* of *********************** LLC with the Registered Agent Address: ****************************************************************I hired her to transport my newly purchased truck through Uship on January 9th, **** at the cost of $3,190.00. I paid her portion directly through Zelle the total of $2,204.00 per payment terms before I can get my truck delivered. ***** as a broker hired the driver to pick up my truck and to be delivered latest by January 17th, ****. The driver arrived at my address on January 15th, **** but refused to drop it off from his trailer because ***** refused to pay him. We contacted ***** to make payment so I can receive my truck.***** kept making false excuses and didnt pay the driver which led him to leave with my truck until ***** make payment. I escalated the incident over to Uship platform I hired her from. ***** claimed she made payment to the driver already, but when Uship and I asked her for proof of payment ***** stopped communicating, so she is being deceptive and fraudulent. It became obvious to everybody that ***** has no intention of paying the driver which has resulted in me not receiving my truck.

  

  Business response

  02/09/2024

  Hi **********,

  I'm very sorry to hear about your experience with this service provider. It appears that uShip has opened up communication between yourself and the service provider to discuss payment to the driver. Unfortunately, the service provider has remained unresponsive since our last message on 1/26. As a result, I highly recommend reporting the funds sent to complete this shipment as stolen to law enforcement. As a result of this experience, we have refunded you the remaining fees associated with your shipment, a total of $696.00. This means the full deposit amount paid to uShip, a total of $986.00, will be returned to your original form of payment. 

  If you require any additional information about the service provider, please have law enforcement and/or a legal representative contact us at **********************************. 
  
  
  
  

  Customer response

  02/15/2024

  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

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fraud. UShip and owner of car would not provide legal details of vehicle until after they insisted I sign contract and make payment. Then they sent a 3 year old-expired-registration from ******* (car being sold in **, ******). Seller of car lied and UShip participated by refusing to cooperate. They convert your cash to bitcoin. This is a complex scam! I am Out my money, UShip will not refund (their guarantee is another fraud to pry your money out of you.) my next stop is the police.

  

  Business response

  02/06/2024

   uShip is an online marketplace where those that need shipping services can list their needs and receive quotes from independent transporters. uShip is not involved in the actual shipment of any items, and we are not involved in the purchase or sale of any items. I would encourage you to not engage in any transactions with any individual advertising otherwise and to contact the site where you found the ad to report it as being fraudulent to the *********************: ****************************************************;

  Customer response

  02/08/2024

  Complaint: 21252804
  
  I am rejecting this response because:

  it is useless and inadequate.

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

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired the company Uship to transport my car from ******************** licated in *****, ***** to my home in *******, **********. first off the transport company was late in delivery by over six hours. They did not communicate with me about where my car was. When the car was unloaded it was 9 PM and dark. The next morning I noticed my back window in the vehicle was cracked. I reached out to the transport company and they said that they will not hold any responsibility. I then reached out to Uship. when I placed the order and paid for the transport, I also paid for the damage insurance. I received several communications from ship, and their last communication stated they were not going to approve the claim. I find this unacceptable I paid for the protection they carrier examine the car before transport. There was no damage to my car. Uship took my money for the insurance, but will not stand up for the claim. I find this fraudulent. I demanded you ship refund me my money for the insurance at least and they still denied. My next step will be hiring an attorney to follow lawsuit against you ship to pay for not only the damage but also for the shipment. Which will be close to $2000. The claim for the window was $640. I am seeking damages to be paid.

  

  Business response

  01/12/2024

  Hi ******,

  It appears the uShip Protection Plan case was denied based on the information provided. If you have supplementary documentation to provide or would like to submit an appeal, you can do so within 30 days from the notice of denial. To move forward with that process, please respond to the email entitled uShip Protection Plan: Case Denied. 

  Customer response

  01/12/2024

  Complaint: 21128412
  
  I am dissatisfied with this response because Uship should have by now, obtained pre-shipment pictures from the shipper. My rear window was damaged during transport, and I've provided pictures post-drop-off. I contacted both Uship and the shipper promptly. My expectation is, at the very least, a refund for the insurance cost.  
  
  Regards,
  
  *************************

  

  Business response

  01/19/2024

  Hi ******,

  As the uShip Protection Plan Terms of Service explains, the Protection Plan is nonrefundable: ********************************************************************************************************************************. Please continue to correspond with the Trust & Safety team on the email entitled uShip Protection Plan: Case Denied if you have any further questions. 

*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. ↩