ComplaintsforuShip

• 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. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I used uship.com to send a table from ** to ** We purchased coverage and shipped a table and it was broken The shipper openly admitted to damaging it halfway thru the trip He also was late and didnt want to unload it once he arrived and was very rude and still is texting me rude messages And uship is denying the claim So they damaged it admitted to it and uship tells me to take a hike.I think they scam people out of the extra money added for protection they wont cover under any circumstances A lawsuit against them and the shipper is on the horizon

  

  Business response

  12/20/2023

  Hi *****,

  ***** from our Trust & Safety team has sent the following message on the email entitled Appeal 50527539: To continue with an appeal please provide clear pictures of the shipment prior to pickup. In order to continue with the uShip Protection Case appeals process, please provide the requested information to ***** as soon as you're able. 

  Customer response

  12/21/2023

  Complaint: 21036562
  
  I am rejecting this response because: 

  Photos were submitted To uship and show the table before and after 

  this table was damaged by the shipper 

  the shipper admitted to damaging it before delivery 

  the shipper was  days late and didnt want to deliver the item after it was damaged 

  I want a refund for the shipping cost and the submitted repair bill paid so i can fix my table

   

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

  

  Business response

  12/21/2023

  Hi *****,

  The appeal process cannot move forward without fulfilling the request for photos of the shipment at pickup. If you have provided them elsewhere, please also upload them into the most recent email with Trust & Safety entitled Appeal ********. Please note that providing the requested documentation does not guarantee that the appeal will be approved. 

  Customer response

  12/21/2023

  Complaint: 21036562
  
  I am rejecting this response because:
  
  

  the photos were provided to uship already multiple times after that Uship email me and said the claim was denied thats why Im making a complaint with the better business you guys play games

  im done with the back and forth the information was submitted the carrier was at fault repair order was submitted and the item needs to be fixed 

  this is a done deal I shouldnt have to reappeal anything 

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

  Customer response

  12/21/2023

  Better Business Bureau:
  
  Complaint has been resolved.  
  
  Regards,
  
  ***********************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We used Uship to move some merchandise from ******************* ** to ****** *******. Order was placed on September 30,2023. Merchandised picked up from authorized Uship carrier, **** Custom Carrier LLC on October 1,2023. We have been unsuccessful to date Dec.1. 2023) in getting a delivery date. Uship refunded our $221.99 deposit and says thats all they can do. There is no help with locating and delivering our items. **** Custom Carrier LLCs phone is now disconnected and have ghosted us since November 16th. We are also going to file a claim against **** Custom Carrier LLC as well.

  

  Business response

  12/01/2023

  Hi *****,

  As a uShip Protection Plan was not purchased at the time of booking, uShip must resolve any shipment dispute through our Dispute Resolution Process: *****************************************************************************************. It appears ******, the agent acting at the point of contact, made several attempts at opening a conversation regarding the location of the shipment. Unfortunately, the service provider was unresponsive to outreach. Due to this lack of response, they have been permanently banned from uShip's platform. A full refund of the shipment costs has been provided and will be available to your original form of payment in no more than 7 business days from the date of the refund. In order to continue pursuing this matter, we highly recommend seeking out the appropriate legal options, which may include contacting law enforcement to report the shipment as stolen. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used uShip shipping services to ship a package crate for me. The item I sent was valued at over $15,000. I paid extra money to have that coverage. For 2 weeks I have had zero information on my claim. It has been one month since the item was completely damaged and I filed the claim. It appears to me that they are hoping I forget about the claim. They will not take phone calls, I can only email my claim contact at uship. He does not contact me back. I am not sure what I need to do in order to collect the $15,000 for total loss of my item.

  

  Business response

  12/01/2023

  Hi ****,

  The uShip Protection ********** assigned to your case has been out of office. The agent will be back in office starting Monday, 12/4, and will send an update to the case when they return. Please look for that update on the email entitled Protection Product Case: ******** Car dealer sign. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shipped a 15 gal barrel of spirts out to Vegas for a trade show. I'm manufacturer, shipper and receiver. The package was suppose to be delivered Oct 31 2023. I also put a **** value on said product just to cover my losses if anything should happen. Now the package was picked up with zero damage and when it arrived to Vegas of Fri Nov 3 it was late and had damage. The barrel was cracked because it had excessive weight put on top of it. The delivery driver and I marked down all the damage and even shown me where it was leaking. Because this is a sanitary issue the product had to be tossed away. That caused me a loss. Now I have talked to uShip claims department and gave them everything they asked for from pics before it was shipped to damaged pics and shown it was leaking. Now after they realized they would have to pay the claim they came up with a request for a 3rd parts value of my product. Now here is the issue. I'm the manufacturer I know my operating cost my cost of good and the cost of what it's worth for 3 year old aged spirt. I have the right to put a value on my products not someone else. This is recipes that was passed down for generations and generations. That's why I put a **** estimated value on the shipment was because that's what it would cost me to replace this 3 year old cast strength oak aged spirts. This isn't like an insurance claim to where you have industry standards. This is a.small business crafting things that was crafted generations ago. Now when you ask to speak to upper management or someone in charge all they say is email and someone will address it. It's funny because it seems like there hiding behind emails and denying claims under fraudulent request just to save a buck. When you question this then all you can do is email the person that has said the fraudulent statements. It sounds like there doing this with the intent to defraud the paying customer.

  

  Business response

  11/15/2023

  Hi *******,

   

  

  Business response

  11/15/2023

  Hi *******,

  uShip's Protection Team has been in touch with you regarding this case on an email entitled uShip Protection Plan: Case Denied. All relevant information has been shared there, including the reason for the assurance denial. The uShip Protection Plan terms of service are also publicly available at the following link: ****************************************************************************************************************;

   

  If you have any further questions about your case, please respond to the email referenced above.

  Customer response

  11/21/2023

  Complaint: 20872527
  
  I am rejecting this response because:
  
  Regards,
  
  *********************************

  The issue is they don't have a plan or guildlines in place for a manufacturer, shipper and a receiver all the same person.  The issue is that every time you provide one set of documents they then request more. It's a stall tactic that they want you to get frustrated with. 

    Now the issue is ********************************* shipped the items . ********************************* purchased item from GDD and has an invoice.  Now they want even more documents that under there user agreement aren't required.  They pick and choose how they want to handle claims. They have no intention of paying for any damages for anything they ship. There scamming people out of hard earned money. 

   

   As you see it clearly says ********************************* not any company or etc. It's a shipment from me to me. They want to makes this harder than it is suppose to be. Just pay for there damage so I can move on. 

  

  Business response

  11/27/2023

  Please provide the requested documentation to the email entitled Message from *********************************: Damaged shipment. Once reviewed, the uShip Protection Team can move forward with a final decision regarding your claim. 

  Customer response

  11/27/2023

  Complaint: 20872527
  
  I am rejecting this response because:
  
  Regards,
  
  *********************************

   They have every piece of documentation that they have requested and asked for. Under there terms and conditions this matter should of been take care of 30 days ago. There stalling and requesting unrelated documentation.  This needs fixed

  

  Business response

  11/30/2023

  Hi *******,

  It appears that our uShip Protection Team have requested additional documentation for your case. Please provide proof of your distillery's license or permit to operate legally in ******** to the email entitled Message from *********************************: Damaged shipment at your earliest convenience. Once that documentation is provided, the case process will resume. 

  Customer response

  12/06/2023

  Complaint: 20872527
  
  I am rejecting this response because:
  
  Regards,
  
  *********************************

   Your requesting documents conserning General **** distillery.   Thats not **********************************   Ive provided every piece of documentation required by me by law. Now you can reach out to General **** Distillery and I'm sure 100% sure everything they have is legal.   You are failing to separate the two. You have to understand that ********************************* is the name on the *** not GDD. You want documents from GDD then you have to contact GDD.  Remember this all was shipped and received by **********************************  So there is no reason for you to stall if you have any intention of paying the claim. Seems like your stalling because you have no intention of paying for the damage 

  

  Business response

  12/06/2023

  Hi *******,

  Please provide this and any other relevant information in the email entitled Message from *********************************: Damaged shipment. Our uShip Protection Plan team will be able to review it there. 

  Customer response

  12/06/2023

  Complaint: 20872527
  
  I am rejecting this response because:
  
  Regards,
  
  *********************************

   There still nothing from ********************************* that hasn't been provided.   

  

  Business response

  12/14/2023

  Hi *******,

  Please continue to respond to the email entitled Message from *********************************: Damaged shipment to discuss your case. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Account: ************************ I booked the transportation of two vehicles through UShip months in advance, with a locked-in price of $5000 for the shipment. The booking process seemed smooth, and I felt assured that my vehicles were secured for transport at the agreed-upon rate.However, my experience turned into a nightmare when attempting to reconfirm the shipment on November 3rd. Despite my repeated attempts to contact the shipper through UShip, I was unable to establish communication. This forced me to reach out to UShip directly, only to discover that the shipper's account had been suspended. This critical piece of information was not relayed to me proactively, which is inexcusable considering the significant impact it had on my arrangements.The result of the suspended account meant that the shipper was unable to proceed with the shipment of my vehicles through UShip. This left me stranded and facing a massive financial burden. The rates for shipping my vehicles had nearly doubled, with most quotes reaching an astonishing $5500 per vehicle. This sudden and substantial increase was a direct consequence of UShip's failure to inform me of the shipper's account suspension and the subsequent lack of effort to secure a suitable alternative at the initially agreed-upon price.The oversight and lack of communication on UShip's part have cost me thousands of dollars and subjected me to tremendous stress in finding an alternative shipper within a limited timeframe. This situation is wholly unacceptable, as it not only demonstrates a severe lack of accountability on UShip's part but also reflects a breach of trust and professional conduct.I insist on immediate rectification of this matter and request appropriate compensation for the financial losses incurred due to UShip's negligence. I also urge UShip to review and improve its communication protocols and customer support to prevent such distressing situations for future customers.

  

  Business response

  11/07/2023

  Hi *******, 

  Thank you for reaching out. I'm very sorry to hear about your experience with the service provider. It appears that uShip Support immediately took action upon receiving the information that you were experiencing difficulty contacting the service provider. A full refund was also provided as a result of the subsequent cancellation. As uShip is a neutral platform, as and such, we cannot and do not guarantee the ability of users to complete or fulfill any services booked through the uShip software platform. For more information regarding how uShip works, please see our User Agreement: *******************************************************************************************;

*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. ↩