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:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Dear **************** see an attached letter of complaint against AEC Parcel service for Theft, Fraud, Tampering, and Denial of Compensation as well as the copy of my claim to them with all details of the case and our email thread history. 

  Business Response

  Date: 02/06/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to address the complaint submitted by Ms. **** ********. While we regret any dissatisfaction with our service, we would like to clarify key points regarding the concerns raised:
  1. The Shipping Service Was Provided in Full
  Ms. ******** has acknowledged that her sister received the package, confirming that the shipping service she paid for in the amount of $140.26 was successfully fulfilled. The value in dispute does not relate to shipping failure but rather to the contents of the package, which is subject to specific claims procedures that were not followed in this case.
  2. Allegations of Theft, Fraud, and Tampering Are Unsubstantiated
  Ms. ********* claim of fraudulent conduct by AEC Parcel Service is not justified, as she agreed to our Terms and Conditions before shipping the package. She even provided a screenshot confirming her understanding that in cases of missing or damaged items, the following must be provided:
  Photographic evidence of the items and packaging upon receipt
  Protocol of damage filled out in the presence of the delivering party (Form 51)
  Unfortunately, these steps were not taken, as Ms. ********* sister received the package as a gift and opened it privately, making it impossible to verify what was inside at the time of receipt. The lack of an official damage protocol means that we cannot confirm whether the claimed missing items were originally included.
  3. Lack of Verifiable Proof of Item Discrepancy
  Ms. ******** has not provided any video footage or other definitive proof that the items she originally packed were replaced before delivery. The only evidence submitted consists of photographs taken at her sisters home after opening the package, which does not establish what was initially placed in the box.
  Additionally, if an issue were to arise, it should have been documented at the time of receipt in the presence of a postal worker, which did not happen in this case. The complaints assertion that an inspection at the post office was unnecessary contradicts the very protocol required to substantiate such claims.
  4. Weight Discrepancy of 0.35 lbs Is Not Significant in Logistics
  The alleged weight difference of 0.35 lbs is within acceptable tolerance levels in international shipping. Due to variations in scale calibration at different checkpoints, minor weight discrepancies are common and do not indicate tampering.
  5. Good Faith ******* to Resolve the Matter
  Despite the absence of required documentation, we offered a goodwill credit of $50 toward Ms. ********* next shipment. This was a gesture of goodwill rather than an admission of wrongdoing, as the claim did not meet the necessary evidentiary requirements.
  6. Response to Requested Resolution
  Full reimbursement of $135.10 While the complaint requests this amount, we have already issued a check to the client, demonstrating our willingness to assist despite the lack of required supporting documentation.
  Acknowledgment of failure to prevent theft AEC Parcel Service does not acknowledge any failure in this case. We work with multiple partners and intermediaries throughout the shipping process, making it crucial for all customers to follow the established claims procedures to allow for a thorough investigation. In this instance, those necessary steps were not followed, which prevented us from determining the validity of the claim.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22883606
  Title: Disputing AECs Response Refund Not Yet Received & False Accusations Against Victim
  
  Dear BBB Representative,
  
  I am disputing AEC Parcel Services response, as their statement contains false claims, misleading information, and an unacceptable attempt to shift blame onto me, the victim of their negligence and internal wrongdoing.
  
  Key Issues:
  
  1. The Check Has Not Been Received Yet
  AEC states that they have already issued a refund check, but it was only mailed on February 6, 2025, via standard mail with no tracking.
  No tracking number, check number, or bank details have been provided to verify this mailing.
  As of today, I have not received the check, so the refund remains pending.
  
  Since this payment is the result of an official dispute, sending it untracked creates unnecessary uncertainty, and I cannot consider the matter resolved until I have successfully deposited the check.
  
  2. AECs False Accusation That I Am Lying About the Theft
  AECs implication that I am fabricating this entire situation is a blatant attempt to blame the victim of their crime while refusing to admit their own wrongdoing.
  I would never falsely accuse anyone of theft if theft had not occurred. My family and I were genuinely robbed, and **** refusal to take responsibility only adds insult to injury.
  The evidence of their wrongdoing was submitted in a detailed 36-page complaint. If they had actually reviewed it, they would see:
  Photographs taken during the packing stage, showing every item that was later stolen.
  A detailed list of missing items that were thoroughly declared in my original shipping documentation.
  Photographs of unfamiliar items that were fraudulently placed in my package as fillers to compensate for the missing weight.
  
  Me and my sister are the victims of theft and fraud. The absence of a single Form 51 does not make us any less victims. *** is using this technicality to avoid admitting their failure to properly handle and secure my shipment.
  
  3. AEC Fraudulently Altered My Shipping Declaration
  Before shipping, I submitted a detailed declaration listing every item in my package.
  AEC altered my declaration, omitting five items from their records, making verification at the post office impossible.
  Since AEC itself removed these items from the official declaration, their demand for Form 51 verification is meaninglessthe only valid proof is photographic evidence from the packing stage and the pictures of what was received.
  
  4. AECs False Claim That There Is No Proof of Item Discrepancy
  I provided clear photographic evidence taken during the packing stage, proving that all missing items were in the box before shipment.
  The original declaration I submitted (both attached to the box and emailed to AEC) listed every item, yet AEC deliberately altered it.
  AEC ignores this evidence because it contradicts their false claim that the missing items were never there.
  
  5. **** Claim That the Weight Difference is Insignificant is False
  AEC admits that the package weight increased upon delivery, proving that items were swapped or added after processing.
  A 0.35 lb increase is NOT a normal fluctuationit is evidence of tampering.
  
  Requested Resolution
  
  I request that AEC:
  1.Provide verifiable proof that the refund check was mailed, including:
  The check number
  The issuing bank
  The exact date the check was processed
  2.Confirm that if the check does not arrive by February 18, 2025, *** will immediately issue a replacement via electronic transfer or trackable mail.
  3.Stop making false accusations against me and acknowledge their alteration of my shipping declaration, which made proper verification impossible.
  
  Since the refund has not yet been received, I request that this BBB case remain open until the check is successfully deposited. I will provide an update once the refund is confirmed.
  
  I expect full transparency and immediate resolution.
  
  Best regards,
  **** ********
  

  Customer Answer

  Date: 02/19/2025

  Dear BBB Representative,
  
  I am writing to provide an update on my complaint against AEC Parcel Service. 
  I have now received the refund, and it has been posted to my account.
  Based on these developments, I consider the matter resolved. 
  Thank you for your assistance throughout this process.
  
  Best regards,
  **** ********