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:08/09/2023

  Type:Service or Repair 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 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

  Date: 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 ****