Complaints

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• Initial Complaint

  Date:09/25/2024

  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.

  Ordered a security camera package for $751.31 online. By the time I received the package a friend had already given me hers so I sent the package directly back by going to the local UPS store in Franklin/Middletown Ohio. I am hearing disabled so we was having a lot of problems getting my information.So the clerk at the u p s store did all of my paperwork for me except for my signature. After sending my package and paying another $19 for shipping I go home and wait for Abiut 3 weeks and then got concerned.Because I have not got my re fund from the security camera company. After calling the security camera company and being told that they had not received the package.I went to the UPSwebsite and tracked it to find out it was STILL in transit . So I call UPS To figure out what was the going on. I was then told that the package was lost at the UPS in memphis Tennessee. I was told to file a claim, which I did. I supplied my information as well as a detailed report of what happened and even supplied a screenshot of my banks transaction with the security company showing where I paid them the $751.31. After a couple of weeks I received a check for $119 saying that the clai..had been successfully processed. I called them.and they said that because no value was declared they only gave us $100 +$19 we paid for shipping...? I didn't even fill out my own paperwork so no, I didn't declare a value but did show my bank account. We were told to file another Claim when we called to complain about the outcome. I have been to the u p s store two more times and called many other times. . I shipped my package with the UPS store believing that I was actually Shipping.My package with UPS... Never being told that the UPS store is not even owned by U.P.S. I would have never shipped with a third party company.Had I known. I feel that this also should be very clearly. Put up front I doubt very few people actually know this. Now both the UPS store and U.P.S direct me to the others.

  Business Response

  Date: 09/30/2024

  To Whom it concerns,

  The customer (Ms. *****) shipped a security system back to Simply Safe on 2 August 2024.  During shipment processing she was asked what was the value of the item.  Ms. ***** elected to not ensure the item for more than $100 of declared value.   She paid $19.36 for the shipment.  The package was lost by UPS during transit.  My staff worked with Ms. ***** to submit a claim.  UPS reimbursed Ms. ***** $119.36, which was the cost of shipping plus the value the package was insured for, $100. Please see attached documents that show that Ms. ***** was fully aware of the service she paid for.  The Parcel Shipping Order (PSO) that Ms. ***** signed to complete the transaction reflects the declared value that she was informed of.  

   

  Please feel free to contact me if you have additional questions/concerns.

  Respectfully,

  Kent Bonds, Owner The UPS Store 5152

  937-689-8382