Complaints

According to information in BBB files, USA CarShip Inc. has a pattern of complaint alleging Contract Issues and Refund or Exchange Issues.

 

Specifically, consumers are stating they are contracting with USA CarShip Inc. to have their vehicles transported to an agreed upon destination once a deposit has been put down to secure the shipment date and time. Some consumers are saying their shipment date and time passes so they contact USA CarShip, Inc. to inquire of the delay, to be informed that they now need to pay double the contractually agreed upon amount to have the vehicle shipped. Other consumers state they are being contacted prior to their ship date by USA CarShip, Inc. to inform them of the increase in shipment costs and when asked to refund their deposit, the request is being declined or ignored.

 

On May 5, 2022, BBB contacted USA CarShip Inc. seeking their voluntary cooperation in the elimination of the pattern of complaints.

On October 29, 2022, USA CarShip Inc. responded with the following information as a means to eliminate the pattern:

 

We are FMCSA registered freight brokers, specialized in arranging third party carriers for Auto Transportation for our customers. At USA Carship we arrange shipments of dozens of vehicles every day. Most of our customers end up very satisfied with our services but there are incidents where despite of all our efforts things don't go as planned. 
During this current year, the business model has changed quite a bit and carriers on some dry routes have been asking for more than what we quote our customers - We quote estimated price of shipment using the data in the system on last 5 vehicles shipped on the same route (It is mentioned on the contract sent to the customer and we only start working on the request after the contract is signed). Since, we are brokers and do not have our own trucks, we cannot guarantee price, or an exact pick up or drop off schedules - Even though, we try our best in our capacity to protect our customers' interests when negotiating with the carriers. 

At the time of dispatching a carrier for a pick we get confirmation from the customer on the Pick-up time, and final price. (Price for most customers never change but in cases where carriers demand more money, customer is fully informed and prior confirmation from the customers are taken before dispatching and in case of disagreement FULL REFUND IS OFFERED TO THE CUSTOMERS). 

Some Steps that we are taking to reduce unhappy customers are stated below: 
1: Hiring 24 hours receptionist to entertain customers anytime and scheduling rotating shifts for sales specialist and dispatchers to 
 increase Operational efficiencies and keep customers updated.
2: we have also decided not to charge anything upfront from customers for dry routes and routes with less driver availability
3: Launching new employee training techniques, programs and workshops on customer service.
4: Increasing compliance department specially to monitor unhappy customer's and report those customers to quality control and assurance department.

 

Although USA CarShip Inc. agreed to BBB's request in October 2022, consumer complaints continue to allege similar issues. It is the position of BBB that USA CarShip Inc. has failed to eliminate the pattern of complaint. This aspect of the Business Profile will be updated once additional information becomes available.