ComplaintsforUS Shipmate LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 8 2024 I spoke with ***** *************) with US Shipmates LLC to get a quoted to ship my Harley ***************************** from ********** to ******* HI. He quoted me a price and asked for $350 down payment via Zelle which I sent. They were to pick up the bike on January 11th the day before we were to leave for HI. He called on 1/10 to inform me that it wouldn't be picked up because he didn't have a full load to make the trip. I asked to have my money refunded and said "no problem"They told me 3 or 4 times the check had been sent and I never received it even after verifying the address. They told me each time I called that the check had been returned, I asked them to send me a picture of the returned check and that never happened. THIS IS A TOTAL SHAM/SCAM. DO NOT USE THESE PEOPLE FOR ANYTHING. 4350

  Business response

  04/03/2024

  Hi ***, we apologise for the inconvinience that caused to you. We thrive to settle negative feedback from customer. However, looking in to your order our company posted a check for the return of your $350 to your address and in our records it shows its been paid already. If you have any other questions or concerns do not hesitate to contact. Thank you. 

  Customer response

  04/04/2024

   
  Complaint: 21490215
  
  I am rejecting this response because:We have not received the $350 check nor cashed it.  They claim they mailed it and it was returned. Please have them give proof of check being signed and deposited and returned to them.  Provide proof of us receiving it and cashing it.

  
  
  Sincerely,
  
  ***************

  Customer response

  04/16/2024

  I tried to send you a photo of my Zelle transaction to US shipmates LLC and a copy of a text showing the phone number and name of the person I talked to, but evidently your system does not accept that type of JPEG
  I have not received any money back. They cannot provide a canceled check and they still owe me the money.

  Business response

  04/29/2024

  Hi ***************, please email your payment details at ***************************** for us to view. 

   

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On February 23rd, 2024 I paid US Shipmate LLC a total of $150 as a deposit on the transportation of my vehicle across the country. The man I spoke with told me his name was ****** and was very pushy and relentless for payment of the deposit. ****** wanted payment through Cashapp, which I didn't have, so I used my daughter (***********************) account. When typing the business name in the individuals name came up as "***************************," the gentleman I spoke with assured me this was correct. He confirmed he received the funds and let me know a driver would be out the next day on February 24, 2024. On the 24th they said they were delayed due to not having all the spots filled on the truck. Every day the following week was full of excuses, and no one ever showed up to pick up my truck. They have now stopped responding to me all together. I have proof of them accepting my payment and they never came to get the truck. I requested a refund on cashapp and was denied. I want a timely refund! I want people to stay away from this company in the future, they are liars and scam artists!!

• Initial Complaint

  03/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We agreed on a price of $1000 cash to driver and $100 fee to US Shipmate LLC. I asked several time and they confirmed no hidden fees, no other charges, etc I paid $100. Car is picked up. 48 hours later when my car is in another state. I get multiple urgent calls and texts. They want $310 more!!!! My car is in ******* and they threaten to leave my car in storage if I do not pay. They also stored my credit card without my knowledge. Never received a contract before they took my car and out of the blue, a contract and a change order changing the price when car is 1/3 way to its destination arrives in my email. They lied and cheated my husband and I.Check Yelp and Bizepedia- this is common for this shady business.

  Customer response

  04/03/2024

  Thank you for your note and efforts.

   

  I am sure US Shipmate LLC is not responding because they know they are wrong. There have been multiple complaints posted on Yelp, Bizopedia and BBB- every complaint is the same.   I hope my complaint will at least show I made a complaint but they did not respond.  

   

   

   

  *****************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid US Shipmate LLC $150 (as a first payment) through cash app on Friday, February 23rd to ship my ****** Tacoma from Washington to **************. They told me they would be out the next day to pick up the vehicle, they then changed the pickup date to Monday, then Tuesday, then Wednesday.. They are now not responding to my messages. I requested a refund from them through cash app, but the app cant simply just return the money without US shipmate LLC approving the refund. I dont trust this company and do not want them transporting my vehicle any longer, I just want my money back. I want other people considering using this company to be aware of their shady ways. Maybe having a review posted on the BBB website would save others from losing their hard earned money to scammers!

  Business response

  02/29/2024

  Dear ***********************, 

  Thank you for bringing this matter to our attention, also apologise for any inconvinience caused to you by us. Refund to customer is never an issue and we definitely will look into the matter, however, could you please guide me if we have served you ? We are unable to find an order under the name of ***********************. Please advise so we can look in to it properly. Thank you. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 2/9/2024, I signed an agreement to transport a vehicle from WA to ** for the total price of $850.00. See below:Price and Terms:First Payment: $50.00 Payment Due: By Credit Card When Driver Is Scheduled Next Payment: $800.00 Payment Due: Cash On Delivery Total Tariff: $850.00 I get a call from ********************* the morning of 2/12, stating he wants to have my vehicle delivered today but I need to contact the broker, ****************, and have them send over the delivery clearance paperwork so the driver can deliver. I call the # I was provided, and it turns out they want another $250 to release my car. Again, this fee was never discussed on the phone with ****. He told me specifically that I would be paying $850 final price. When confronted with this, **** did not know how to respond and said I need to work it out with the broker, that he "hopes they are willing to negotiate the fee." This is after I told him the most I'd be able to pay is $850 from the get-go and that was the agreed upon price for which I signed a contract. Not once did he ever mention that there would be a broker fee attached to the delivery or else they would hold my vehicle until paid. His exact words were, "Other companies are giving you an estimate, I can even send you screenshots to show you, I am giving you your final price", which again to reiterate was only $850. This is not only incredibly unprofessional, but it's a scam. Now I am forced to come up with an extra $250. After contacting the broker, they said they're only willing to take off $50. I ended up having to pay the additional $200 as I received calls/messages from **** at US Shipmate requesting I pay or they would not deliver. I let him know what they're doing is not only unprofessional but a scam as the additional $200 were never disclosed either verbally or in the contract, and his response was "sorry for the inconvenience its just the broker fee..." I want the $200 I paid back as this wasn't agreed upon originally.

  Business response

  02/20/2024

  We appreciate your feedback regarding your recent experience with US Shipmate. We understand your concerns and want to address them promptly.
  Firstly, we want to acknowledge the inconvenience you faced with the initial booking through ****************. We are sorry for any frustration this may have caused you. As a transportation service provider, we strive to offer seamless and transparent services to all our customers.
  We would like to clarify that US Shipmate stepped in to assist you after the arrangement with **************** did not work out. We are glad that we were able to provide you with the transportation services you needed in a timely manner.
  Regarding the additional fee imposed by the broker, we understand your disappointment. Please know that US Shipmate only charges a broker fee after the pickup has been completed. This measure is in place to ensure that the broker has provided the service as agreed upon. We apologize if this was not communicated clearly to you beforehand.
  We want to assure you that all contracts were signed by you, and the electronic signatures are authentic, verified with the same IP address. Additionally, we have provided all necessary documents related to the service provided for your reference.
  At US Shipmate, we are committed to transparency and customer satisfaction. We value your business and want to make things right. If you have any further concerns or questions, please do not hesitate to reach out to us. We are here to assist you in any way we can.
  Thank you for bringing this matter to our attention, and we hope to continue serving you in the future.

  Customer response

  02/20/2024

   
  Complaint: 21306212
  
  I am rejecting this response because: the original contract only lists the $850 fee which was agreed upon. The person or so called manager, who offered me this price, stated point blank this was the FINAL price. At no point did this person ever mention an additional fee being added until the date he claimed the driver was getting ready to deliver my vehicle which was Monday 2/12. That is when I find out from another person after having to call to get "paperwork released" that I in fact had to pay an additional $250, which was then negotiated down to $200, which AGAIN, was NEVER discussed at any point prior to signing the contract. I signed the "Change Order" (under duress might I add) that same day, Monday 2/12, as stated in the text messages shared, otherwise, my car would not be delivered. I needed my vehicle and your company is banking on that to get people to pay money that was never agreed on. That is misleading, fraud, and a scam quite frankly. An apology, or "sorry for the inconvenience" does not rectify your mistake, as to be honest, this was not a mistake and seems to be how your company operates.  
  
  Sincerely,
  
  *****************************

  Business response

  02/22/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any misunderstanding regarding the additional broker fee charged for your recent transaction.
  We understand your frustration and want to clarify our policy regarding broker fees. At US Shipmate, we typically charge broker fees after the pickup has been completed. This is to ensure that our customers have received the service they were promised and to provide assurance that the transaction has been fulfilled.
  In your case, we recognize that you were experiencing difficulties with other broker companies, and we stepped in to provide you with the service you needed. We were able to arrange for the pickup of your vehicle on the same day, ensuring that your transportation needs were met in a timely manner.
  While we understand that this additional fee may have come as a surprise to you, we want to assure you that it is a standard practice in our industry and is outlined in the contracts you signed. We apologize if this was not communicated clearly to you beforehand.
  Once again, we apologize for any inconvenience this may have caused you. We value your business and are committed to providing you with the best possible service. If you have any further questions or concerns, please do not hesitate to reach out to us.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 30, 2023. I contacted *************************** at ****************** LLC after receiving a quote for $690 with 150 deposit to transport a vehicle from ********* ** to ******* **. *************************** sent me a link to pay the deposit and I paid it on the same day for a pick up on January 9. *************************** assured me that everything was good for pick and the car would be picked on January 9th. January 9th came and the driver never showed so I contacted *************************** to see what the hold out was? He told me that his driver broke his axle and need a couple of days to get his truck fix. He sent me a picture of I broken axle trying to reassure me of his story and the situation. He told me that he found another driver that will do it for $1200. I told him I would just wait on the first driver to fix his truck. But after 3 days I reached out again and it was still the same run around. I told him I wanted a refund and he gave me a different number ********** to contact about the refund. It was for a company called US Shipmate. I contacted this company on January 12. The person I spoke to said they would get me a refund right away. It will take 3 days. I called 4 days later on January 16th and I got a text saying they would call me right back. They never called and will not answer my phone calls. So I called **** ******** back and he said he would look into it and get it taken care of but now he is not responding to my calls or text. I think these companies are scammers they just pass you around and blame each other until you give up. I am not going to give up. I want my money back. I hope posting here will help that to happen.

  Business response

  02/23/2024

  Dear ********************,
  
  I am writing to provide you with an explanation regarding the non-refundable deposit payment associated with your recent transaction with us.
  
  As outlined in our contract, it is stated that the customer is not allowed to engage with other brokers for their own benefit. Unfortunately, our records indicate that your vehicle posting was found on the board by 2 other broker companies, which resulted in a bidding war and drove the price higher.
  
  This breach of our contract led to significant complications on our end, including the potential loss of our driver due to the increased competition. Consequently, our billing department made the decision to classify the deposit payment as non-refundable in light of the circumstances.
  
  We understand that this may come as a disappointment, but we want to emphasize the importance of adhering to the terms of our contract to ensure a smooth and fair transaction process for all parties involved.
  
  If you have any further questions or concerns regarding this matter, please do not hesitate to reach out to us. We are here to assist you in any way we can.
  
  Thank you for your understanding.

  Customer response

  02/24/2024

   
  Complaint: 21278504
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

  Customer response

  02/26/2024

  In my previous complaint I stated that I paid Pro Logistics LLC. Please disregard that statement because I had the company mixed up with US Shipmate. US shipmate took my deposit through Zelle (my dumb fault) I have since had to cancel my account because I had fraudulent charges. Not saying for sure if it was them but since they are refusing to give it back after they was unable to schedule a driver for my load makes me wonder. They said that I violated a contract that I never got. They initially told me they had a driver then tried to charge me double the price. I asked them for a refund and they are refusing to give it because they said I was seeking services from other brokers. One of the brokers they claim was Pro Logistics LLC. Pro Logistics LLC recently sent me a statement saying that they havent had any contact with me and do not have any contract with me. The other Broker that US shipmate claims that I was talking doesnt have any information about me and doesnt have a contract with me. The only company I paid and made arrangements with is US Shipmate. I cancelled and asked for a refund on Jan 14 2024. The brokers they claimed I talk to and posted my load was posted on the board without my knowledge or permission 3 days after I had already cancelled my services with US Shipmate. This company is a scam. When you cancel with them they dont answer the phone and they wait to see if you seek another source to get your shipment delivered and then they claim you breached your contract. I hate that I ever sent my money to this company. They are a Scam and I want to warn people and I want my money back. 

  Business response

  02/27/2024

  We regret to inform you that your refund request has been denied due to a breach in the terms outlined in the contract you electronically signed with our company.
  Upon review of the contract, specifically Clause Number 2, it is explicitly stated that customers are prohibited from engaging with another broker while in business with us. This clause is in place to ensure the smooth and efficient operation of our services and to protect the interests of our customers.
  It is important to note that engaging with multiple brokers can lead to a bidding war on the same platform, resulting in inflated prices and potential complications in securing transportation services. Our aim is to provide our customers with the best possible service at competitive rates, and adherence to this clause is essential for achieving that goal.
  We understand that this decision may be disappointing, but we must uphold the terms of the contract for the benefit of all parties involved. We value your business and are committed to providing you with exceptional service within the parameters of our agreement.
  If you have any further questions or concerns regarding this matter, please feel free to contact us. We appreciate your understanding and cooperation.
  Thank you for your attention to this matter.

  Customer response

  02/27/2024

   
  Complaint: 21278504
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

*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. ↩