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:09/18/2023

  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 shipped package on 9/5 in late afternoon at UPS Maricamp location, also sent a prepaid return item. Never heard from receiver, as he was supposed to ship items back to me on 9/7 or 9/8 at latest, but was out of town and didn’t have tracking information with me. Tracked item online on morning of 9/11-says item was empty and discarded. Was never contacted. Went to UPS store on 200 on 9/11 around 11am, as I was dropping off prepaid returns and was on that side of town-employee tracked item and was confused. Stating it was destroyed but the shipment was still processing. She then asked who helped me at other store. She said was it a black girl or mixed girl? I said I honestly don’t remember. I just remember she wasn’t white. Donna refused to help as she said it was other stores problem and to go there. If she is the GM for all ocala stores, why would she not assist when it’s going to get to her regardless? Went to Maricamp store from approximately 11:30-11:48am, was told manager was shopping at Publix. They tracked item, printed a page and said it was destroyed and box thrown away in Orlando between 3-6:42pm. She wrote down managers name and store number. Called 3 times that day to speak to Ahri, left message first time, would not come to phone as she was too busy, and then left for the day. She called me at 8:10am that Tuesday. Informed me she would do $100 claim and speak to Donna about the $1000 insurance and call me back. I informed her 100 was not going to work as I am out over $3000 at this point. Said she had to start with $100 and see what Donna was going to do. Then called back at 8:15 to ask for pictures of damaged box. Did she even read the claim??? The box never made it anywhere. It states online it was thrown away. Received NO phone calls from Ahri or Donna from 9/11-9/18. Never got a call about the item being destroyed as reported when tracked. 9/18- call Ahri and stated I haven’t heard back from her or Donna. She said well I tried to put in $1000 online but it’s not going to take its She said you’re only getting $100. I said that’s not going to work for me so I need to speak with your boss. She said, with an attitude, she is just going to tell you the exact same thing but ok. Gave me Donna name and number at 200 store. Called 200 store at 8:28 for Donna. Was put on hold for over 8 minutes. She didn’t pickup so I hung up and called again at 8:37, no one answered. Called back at 8:38 and was told she was unavailable. Refused to give me Donna’s boss info. Called another store and spoke to that manager who left a message for Jim L**** (owner). 9/18 at 8:46 Received call from Donna. I started telling her my issue, and she said she now remembers something about this. All of a sudden, she remembers everything in detailed. She now claims “Megan” who I’m assuming is the girl who shipped the item, said I refused the insurance cause it was too expensive. I was never even given a price, let alone denied it. She says I signed the screen, which I didn’t. Only thing I did on a screen was verify the address I was shipping to. She called me a liar and that I did sign or else they couldn’t ship item. However they can’t find my signature, no picture of damaged box. I’m sure they have told the girl to say she offer and I declined. But to tell me I’m a liar, and I signed and said no insurance, is a complete lie. Why would i ask for $1000 insurance to none? Wouldn’t I get some even if I declined $1000?

  Business Response

  Date: 09/19/2023

  This is Donna from the Ups Store on Hwy 200.  Let me start by saying I never spoke to *** until Sept 18th about her order. I had spoke to **** at the Maricamp location about what was going on with ***'s order. I told **** what to do to try to help her, but apparently she didn't like the information **** relayed to her. **** was in no way rude to her.  I spoke to Meagan, who helped **** and she indicated that she did indeed talk to her about Declared Value of the Item. As soon as we ask what the item is for the description, we ask what the Declared value is.  If it is less than 100 we indicate that with >100 in the description of the item. *** did ask for the $1000 DV but indicated to Meagan it made the shipment to much money to send, then refused the extra DV. (as indicated on the attached sheet.) When we ask her to verify the shipping information on the screen, it also shows the Declared Value as well as the address info as to who it is from and where it is going. *** signed the screen which indicated the info on the screen was correct. I have included a photo of *** signing on the pin pad and also the printed copy. Despite the fact that she did lie and told a couple of different stories as to what happened (,including saying I was rude to her and I was in no way close to even being rude,) and it has taken so long to resolve (since UPS threw away all the packaging), and my boss (the owner) was out of town, he has decided to pay her the claim even though we have proof that she approved the shipment. That is how we are going to resolve her complaint.(even before we saw the signed document) I am sorry she wasted your time, as we already decided how to resolve this and she didn't want to wait one more day for us to get the pics off the video and show her and the owner that she did indeed sign.  I hope this information closes this matter.  Thank You , Donna

   

   

  Customer Answer

  Date: 09/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:On 9/19/23 Ahri called and stated the owner wanted proof that the value of what was in the box was worth $1000. She also made the comment of thanks for leaving the “great reviews”, and hung up. I emailed over a picture of what was in the box on 9/19/23. On 9/20/23 another employee called and stated the owner was sending me a check for the $1000 which I did receive on 9/22/23. He did make it right however he never contacted me personally. He should know the comment his employee called and said to me. Totally inappropriate. I did have a witness because I answered it on speaker phone. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/27/2023

  Unfortunately the OWNER was out of state when this all took place. Once he found out she did indeed sign the paper work and approve everything he wasn't going to even pay her.  But he did pay her to make her happy, despite the bad review she wrote and lie she told that she didn't sign anything.  **** did say, thank you for the review, but she did NOT hang up on her.  ***** responded to her with a nice "your welcome" and ***** hung up on Arhi. **** was actually going to ask her to take the review down since Jim was paying her and we took care of the problem, but she didn't have the chance because ***** hung up on her.  Jim has been very busy after being out of town for a month and honestly doesn't have time for every single customer to get a personal call back, and honestly, neither do I.  I think she is just not happy no matter what we do for her, but I can send her out an "I'm sorry card" if that will make her feel better. Please advise. I'll await your response, but, otherwise, we consider this a closed matter.

• Initial Complaint

  Date:01/20/2023

  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 live in ****** County and was not able to reach a person via any telephone line nor complete an online complaint as *** is not an insurance company which pops up on your auto fill list. Here are the facts: *** has represented $2,000 in insurance coverage for items that they pack and ship. They packed, shipped and damaged beyond repair an Apple Desk Top and 7 weeks later, have still not paid. On 11.30.2022 I mailed my sons Apple desktop with keyboard and power unit to his home in ********** from my home in *****. I mailed at via *** who also packed it.*** store (receipt attached) *********************************************************** took my money and the items stated above and represented they would pack all and ship and that it came with $2,000 in insurance which you pay for in addition to paying for them to pack. I agreed.I paid all, $288.53 (attached) and left.The desktop arrived in a damaged box and destroyed. Unusable and unable to turn on. Photos attached.*** confiscated the laptop and still has it as salvage I would guess.We (my son and I) filed a claim. It was denied as they said it was poorly packed. That we had poorly packed it.We told them that was not true. I presented the documents to show they packed it and upon checking their internal store videos, they confirmed this and reopened the claim, as they had packed it. *** has a representative **** (see details below) who asked for additional information. We provided him with everything we had. We did not have the purchase receipt from 4 years ago but did find an equivalent refurbished machine for $4000 which is about the value of the machine they negligently destroyed. *** has not paid the insurance claim of $2,000, which is half the lost value; there is no coverage for loss of use for 7 weeks and they have not reimbursed the shipping costs. We do not know how to collect. They have falsely misrepresented insurance, and we have a large loss they are responsible for, and they seem to have no urgency to address or be true to indemnification. It is fraud.************************** Manager The UPS Store #**** Your Team at The UPS Store ************************************************************************* Phone ************ Fax ************ Web **********************************************

  Business Response

  Date: 01/23/2023

  January 23, 2023
  I was made aware of ****************** damaged shipment at the time it was returned.  The claim is currently being processed by ****
  I learned on Saturday, January 21, 2023, that **************** was upset by the slow pace that the claim procedure entails.
  I feel that ****************** impatience with the system is justified. A check will be issued today from the Stores account in the amount of $2,223.10.  The check will be at the store by noon today.
  *********************, Owner - The UPS Store ****