Complaints

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Vanity ordered from ********** and delivered in late August. **************** USPack damaged our driveway when they delivered the vanity. They left two huge gouges 6 to 9 feet in length in our very new driveway. For the past two months i have been given the runaround.i was bounced from **********s insurancecompanyto the deliverycompaniesinsurance company. Finally the week before last i heard back from a **** at ikologistics..his driver ruined our driveway. I submitted the quote for the repair to him a week ago..and have not heard back. It has been like pulling teeth every step of the way to receive communication from anyone involved in this process. It has now been well over 2 months since our driveway was damaged. This issue should have already been taken care of.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered patio furniture from Home Depot on 7/8/23 for $599.53 On 7/17 I received notification that it would be delivered 7/18/23 by USPack (Home Depot listed delivery partner besy) Late afternoon on 7/18, I received a call stating that the truck was broken down and delivery would be rescheduled for 7/19/23 Nothing was delivered and no calls received on 7/19/23. The delivery status with the online tracker still listed "out for delivery" I called on 7/20 to inquire on status and was told that the initial delivery driver didnt check the shipment back into the warehouse so it wasnt rescheduled for delivery. That it was sitting in the warehouse and I was told that a manager had to complete that action in the system, so they would do that and then the manager would call me back. No call was received. I called again on 7/21 for status. I was told that their system erroneously listed the items as delivered on 7/19, and that they would update their system and schedule again for delivery on 7/24. I called again on 7/24 to ensure that it was rescheduled for delivery as promised, but was instead told that their system showed delivered on 7/19 and if wasn't, it might be "lost" in their warehouse I've made several calls to get delivery scheduled. I reached out to Home Depot for assistance as they contracted this delivery company. Home Depot requested proof of delivery to be provided, which it has not been. Home Depots response is only that I should file a police report, and/or dispute the charge on my credit card. I would like reimbursement for the amount I paid, as I am concerned that the state of the furniture I ordered at this point will be beaten up and severely marked and not in good condition. They (both Home Depot and USPack) have been unwilling to resolve this issue and I have no additional recourse to recoup the funds that I paid for this furniture (not to mention the 3 days I took off work expecting delivery or the hours I've been on the phone to resolve this)

• Initial Complaint

  09/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They moved a new washer and dryer into my house. While moving the washer, they decide to push it across the floor rather than wheel it and they ripped the flooring. They did not tell me. They put the washer over it and had me sign paperwork and left. A day later I move the washer because of the awkward spot it was in (6 inches away from the wall to the side and behind it). Then I realize why it was positioned awkwardly, because they hid the damage. I call when I find it to place a claim. They say I signed the paper saying no damage so they can’t do anything. Not only did I pay $1500 for the machines and delivery service but now I have to replace that floor because of their incompetence.

  Business response

  10/24/2022

  [BBB Transcription via Email]

  From: ********* ******* <******************************>
  Sent: Monday, October 24, 2022 8:21 AM
  To: Info <******************>
  Cc: live-inbox-T******************************
  Subject: Response to Complaint ID ******** <***********>
  
   
  
  Ms. ******** ******,
  
   
  
  Please accept this communication in response to this filing with your organization.
  
   
  
  Mr. ****** filed a notice of claim with ******** Claims Administrators on or about July 21, 2022, following a delivery to his home on July 19, 2022 (2 days had lapsed). ******** tendered the claim to us on July 25, 2022. USP Home, LLC attempted to contact Mr. ****** on 7/27, 8/2, 8/8, 8/11 and 8/15. Each of those times a voicemail was left for Mr. ****** to return our call.
  
   
  
  On August 26, 2022, our claims department was able to connect with Mr. ******. During that call we requested photos of the damage so we could investigate the claim further. Mr. ****** provided 2 photos on September 1, 2022. During our review we reviewed the delivery paperwork and identified that Mr. ****** signed the delivery documents acknowledging that there was no damage to the merchandise or the premises upon delivery and installation. As such, his claim was denied.
  
   
  
  In reviewing the statement that Mr. ****** made in this complaint to the BBB, he further admits to moving the appliance after the delivery team left his home. We now feel confident that this damage could likely have been the result of his manipulation of the unit.  USP Home delivery teams are two-man teams, which allows for a proper lift and placement of appliances to avoid such damages. Mr. ****** would likely have slid the unit when he moved it, resulting in the tear of his linoleum floor.
  
   
  
  Please contact me directly with any questions or if you need anything further. Thank you.
  
   
  
  ********* *******
  
  Director of Compliance
  
  
  
  **** **** **** **** *
  
   
  
  *******
  
  , 
  
  **   ***** ** ***** ******** **** ***
  
   | 
  
  F: (**** ********
  
  ******************************
  
   | 
  
  ****************
  
  
  
  
  
  Please consider the environment before printing this email message
  

  Customer response

  10/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The direction of the damage indicates it was being pushed against the wall. I stated I moved it left and closer to the corner because it was left in an awkward spot by the delivery team. Only one party moved it in the direction of the damage; the employees. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  **** ***** forwarded over a claim on our behalf & USPack has yet to respond even though it's been months. We have tried contacting USPack multiple times. The first time they gave us the run around, passing us off to different people. After that we've sent multple emails with no response. On August 6th 2022 a driver dropped off a pallet at in the morning & rammed the pallet into the closed garage door before dropping it right on the door with no space in-between. When he did that he damaged the corner of the door which moved the track. With the track being off, when we went to open it, the entire door fell down which could've seriously injured someone. There was also some conduit that was carelessly thrown on top of the pallet which fell onto a nearby bush & broke it. The door is in terrible condition after falling apart & needs to be replaced entirely. We had to pay a professional to come out, replace the broken tension cables that snapped when the door fell & reasemble the broken door in-order to avoid potential theft. This was one of the worst deliveries I've ever seen. Common sense would tell you to space the delivery at minimum a few feet away from anything, especially the garage door. The entire door needs to be replaced due to the damage. We also should be reimbursed for the initial bandaid repair. We have pictures & security camera footage. If there's no response from USPack, legal action will be taken that will be a lot more expensive than settling this amicably.

  Business response

  10/03/2022

  Thank you for bringing this to our attention. This matter has been directed to the proper department for handling. Our company connected with Mr. ***** on September 29, 2022. At which time we requested the supporting documentation from Mr. ***** to investigate his claim. As of Friday, September 30, 2022 the requested supports have been provided and the claim is under review. 

  At this time, we have no further update. Thank you.

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

  Senior Director, Compliance 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We ordered a vanity from ******* on 09/07/22 and the item was shipped on 09/09/22. Our item arrived at the carrier facility on 09/12/22 at 12am and was scheduled for delivery on 09/14/22. We requested in house delivery of the item to ensure the item would not get damaged if left outside our home. We received notice that the delivery window was narrowed to be from 9am-1:15pm on 09/14/22. On this day, our item was not delivered and it was rescheduled for 09/15/22. The item was again scheduled for a 9am-1pm delivery window. I attempted to call the carrier at their customer number 205-236-0104 and after multiple attempts on hold and leaving voicemails, I was unable to talk to anyone. The item was again not delivered on 09/15/22. I contacted ******* who after multiple attempts to contact the carrier were able to obtain information that the item was not in the delivery truck and that they needed to notify the warehouse and try to find the item. I tried calling at 4pm the carrier and finally a person answered however could not resolve the situation. I never received a call back regarding if the item was found or when it will be delivered. We are unable to complete our bathroom without a vanity and have wasted two days waiting for an item to arrive on a scheduled delivery date. Our tracking number is ***********.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  USPack has scheduled delivery of a refrigerator from ** Appliance 8 times. They tell ** that the delivery is scheduled, once they damaged the fridge, twice they lost the fridge. The rest of the times it was just no show. They don’t answer the phone or provide an address in the **********, ** area for their warehouse.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My property management company ordered an HVAC unit for my house and had it delivered through USPack. I received a text that the unit had been delivered to the warehouse, but never heard anything from USPack. Every time I called, I got put on a wait list claiming I had 6 callers in front of me. When the number would dwindle to zero, I would get a message saying that no representatives were available to take my call. I finally got through to someone who explained that my deliver was scheduled for Tuesday August 16. I requested earlier delivery since it was an HVAC unit and my house had been without air conditioning for a week. He said that it would be delivered on Saturday the 13 and I would receive a call on Friday the 12 with information about when it would be delivered. I never received and call and the unit was never delivered. I called on the 13th and wasn’t able to get through to anyone. They aren’t open on Sunday, so I called eight times on Monday the 15 and each time was told that a representative was not available to answer my call, so I needed to leave a message and they would get back to me. I have yet to hear back and I need to know when my unit will be delivered!

• Initial Complaint

  07/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Out of all of the companies I have ever had to work with, this one is by far the absolute worst. We ordered our washer and dryer via ** on 7/15 with the delivery date being set to Wednesday, 5/20 between 12-5PM. I had to take off work to be home for this delivery. I never once received a call from this company and the washer/dryer never arrived. I called ** to try to get into contact with them, but they were unable to. They re-established the delivery date for Saturday 7/23, corrected the address zip code error (which would not have changed the shipping placement per their own words) and sent an email to them AND the "General manager" to get this escalated. I called multiple times and they never answered. Saturday arrives and we see online that we are next in line with delivery between 10AM-2PM. Waited for the 30 minute call they allegedly give before delivery and NEVER received it. Tried calling them, no answer. This place is an absolute scam and I will be letting everyone know to never use their services. And if you want receipts, I have them. Thanks for stealing from your customers.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My kitchen was flooded back in February 2022 due to a dishwasher that was not installed correctly by US Pack. I filed a claim with the Claims department in late February. My kitchen was demolished back in May 2022 in order to dry out the large area affected by the leak with little to no plan of action to put it back together. It is now July 2022. My kitchen is still torn apart. I keep trying to call and email and the response I get is they will let me know when there is an update for a quote to be approved submitted by a homebuilder / remodeler US Pack selected. I want to get my house put back together so I can live in it again. I've already had to come out of pocket and do a lot of the work myself. We also have to go out for meals a lot because we haven't had a functioning kitchen for a long time. I think it would be good if I was paid for the work I have done over weekends because I have a full-time job and don't really have time, and I think I should also be paid for meals that we had to eat outside of the house during this time period. Mostly, I think it would be right if they finished the work they started. I don't understand why that would need an approval from anyone. If it did need approval, they should have done all that before the house was torn apart.

  Business response

  08/24/2022

  Good evening,
  

  I am attempting to respond to this compliant but am not able to locate a link labeled “Respond to the Complaint” as is referenced in your email dated 8/15/2022.
  

  Please advise how I may post our response. Thank you.
  

   

  **************** DirectorofCompliance *****************   ******* , **   ***** ********************** | *************** ****************************** | **************** **********************************************************

  
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Uspack has had an oven I purchased since 6/9/22 and has repeatedly scheduled delivery dates with no show no call. Now they won’t even put me on the schedule to deliver. They won’t respond to any attempts to connect including phone and email. They have essentially stolen my money and my property.

*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. ↩