ComplaintsforUST Logistical Systems

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The delivery company damaged my floor while delivery valuecity furniture. Filed a claim and sent in pictures but they denied the claim. Now they are not answering my phone.

  

  Business response

  07/03/2024

  Hello there.

  We have sent this to leadership for review.

  You can expect contact end of this week, beginning of next. 

   

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UST has been a third party delivery service for our orders for years. In the past three weeks we have had major issues with our deliveries not being received in the time promised. When we called ***** store ****. We were told that this was UST's fault and that they do not have any control logistically on how UST designs routes. Our most original issue came on 3-20. We were notified the truck broke down and asked if we could take delivery the following day. We told them yes, that it would not be an issue. UST then put us at the back of the list on 3-21. Because of the time UST stopped making deliveries and our items were left at the store. This has caused our business countless issues. Not having materials on time, means that we cannot create our products. Delivery's on 3-5, 3-6, and 3-11 also had issues. With orders being delivered outside of hours of operations, or items being received several days later. ***** store number **** has verbally told us that these issues are all due to UST. That complaints with ***** will not help the situation and that we need to direct our complaints to UST, to have the issues fixed. In the past 12 months we have also had other issues with UST which have been reported to Lowes. We have had drivers cussing and using vulgar language in the parking lot. We had other businesses and customers complain about this. Today 3-22 the driver of the truck was yelling "Blow Me" either to someone on the phone or just out of frustration. Customers from other businesses surrounding us witnesses this. Sadly UST's service is likely going to lose an 8 year customer for Lowes. Our business has worked with pro services at this same store since starting operations.

  

  Business response

  04/02/2024

  Hello there.

  Apologies if any delivery service was less than you expected. 

  I will have a representative reach out to you about this. 

  

  Business response

  04/03/2024

  Hello there.

  Since UST is a separate company from *****. We will have a representative from UST reach out to you to help with this issue. 

  Customer response

  04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  

  Once contact has been made and a resolution as come out of this I am fine closing this case.  That being said this company has all our info and the ability to reach out and has not to this point.  We have even reached out to this company with no response.  Since they have not communicated to this point we would like to keep this case open until contact is actually made.  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/28/2023 I purchased a new refrigerator and a new washing machine at the ***** store in Bastrop Tx and was told they could be delivered on 12/02/2023. On 12/2/2023 the delivery team arrived, brought in my new appliances and left so quickly that I had to chase them down in my driveway to ask for the manuals. A week later I noticed water on the floor of my utility room. I pulled the new washer out from the wall to investigate the source if the water and found that the supply lines to the washer were incorrectly tightened and were leaking. The discharge hose was also not properly installed. I contacted ***** and was told someone would contact me within 24 hours. Since then it has been a back and forth ordeal involving UST, ** ******** and ***** trying to resolve my claim for property damage. The claim was denied for lack of documentation despite the fact that I've sent photos and explanations and responded to every request they've made, all to to no avail. I want my floor fixed!!. There were no leaks prior to the delivery of my appliances and the source of the leak was the connection point that the delivery team connected improperly. It doesn't take a genius to see the correlation. At this point my entire utility room will need to be re-tiled. Not only will this be expensive it will also be a major imposition as I will have to pay someone to clear the entire 12'x14' room and will not be able to utilize my washer and dryer for several days. I will also have to be home while workers are present. Based on **** ***** tile installation cost $6.50 per square foot I'm looking at $1100 just for labor and doesn't even include removal of existing tile nor the replacement tile or materials. Add that in and its going to be over $1500. An expense that is the direct result of the installation team's error. At this time neither UST nor ** ******** will return calls or emails. Because I am not willing to allow the damage to continue to progress I am proceeding with the required repairs on my own. But I fully expect to be compensated

  

  Business response

  03/18/2024

  Hi there.

  I understand you will repair this yourself. We are willing to review the repair documents if you send them to us. This does not mean any decisions will be overturned. But it does provide more information to re-open and review the ticket. 

  Thank you. 

  Customer response

  03/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  I did not say i was undertaking any repairs on my own. However, I AM in tbe process of getting a bid from a local contractor. 

  As for the company's response, it appears to be more of the same smoke they've been blowing since this began. Based on the revirws/complaints  I've since  read on-line it seems to be this company's typical response, which is to leave ***** customers holding the bag for property damage that the delivery guys cause. 

  I fail to understand what their issue is. I've already provided everything they asked for. Yet they still closed my claim. 

  They are more than welcome to send someone out to assess the damages. I am a widow surviving on social security disability whose property had been damaged through no fault of my own, not a claims adjuster.. That is their job not mine!  

  I will be contacting the Federal Consumer Protection Agency next if they still refuse to address this properly. Exploiting the elderly and disabled is a crime and that is what this amounts to.

  Regards,
  
  ****** ****

  

  Business response

  03/22/2024

  Thank you for your response

  Please send over the estimates for review. we will add that to another review of the information.

  We will have an internal review of the information provided to see if the decision needs to be overturned. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had some appliances delivered by UST Logistical Systems that I bought at Lowe’s on 25 January 2023. It was delivered a day after the initial date of delivery, due to them cancelling the delivery in which I had to pick up the Microwave and Oven on my own, because the electrician was scheduled for the original delivery date. They cancelled delivery because one item was not due to arrive until the end of April, so I guess in their brain we didn’t need appliances for 3 months. Upon delivery, the moved the new refrigerator in the kitchen and the old one was to go to the garage. When the old one was being moved, they failed to use two person integrity and the refrigerator tipped over and broke on my sidewalk. I took pictures of the damage, which was total, and filed a claim with ** ********. I provided all information that was requested (pictures, date, times, etc.). They then wanted a video showing that the door doesn’t close. I told Malessa T******, my assigned claims agent, that I could not provide video because the refrigerator was taken the day of the damage by the delivery people. I asked them if they could take it since it was completely damaged and they did. I did not see the need of hanging on to a broken refrigerator, since I already took pictures of the damage. They told me that since we had the delivery team take the refrigerator, we were no longer eligible for a claim. That is totally ridiculous. The claim ID# ****** was therefore closed. They damaged my property, there’s proof that they did and I highly recommend that Lowe’s finds a better delivery service. I am requesting compensation.

  Customer response

  03/01/2024

  To clarify, we have done a complete kitchen remodel to include all appliances, countertop's and floors.  Our intention was to keep the old refrigerator so we could have extra freezer space because we’ve learned from past experience that our freezer gets full rather quickly, especially with 2 children.  When the delivery guy went to put our old refrigerator in our garage where we requested it be put he dropped the refrigerator and broke it beyond repair, so now I would have to buy another refrigerator or stand up freezer in order to have extra food storage space and we feel we should be compensated we’ve already spend nearly $50,000.00 on this renovation, we shouldn’t have to come out of pocket for their carelessness. 
  

  R/,

  Mayra G*****

  

  Business response

  03/05/2024

  Hello there.

  Thank you for your feedback. We are sorry if your delivery experience was less than satisfactory. 

  It appears there is no pictures of damage to the unit except possibly some broken glass. It also appears that the unit had food still in it and the team alerted you that units needed to be empty before moving anything. Do you have any information on the potential cost of the broken glass. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11/28/2023 they delivered the 2nd damaged refrigerator to our home. They hit our mailbox ,drove in our yard, left bolts in the driveway, and installed damaged door handles to the refrigerator. Claim # ******* and they are not holding themselves accountable. I got my mail out of my mailbox before they arrived, and took my trashcan to the road when they left. Damage was noticed at that time. They will not response to my contact attempts phone calls or email after denying the claim on 12/6/23. This delivery was set up by ***** where we purchased the refrigerator.

  

  Business response

  12/08/2023

  Hello there.

  This was declined because the photos provided show no impact points. Nothing reflecting a large truck hitting it. If you do have photos that reflect this, please respond to your ticket and they can be reviewed. 

  Customer response

  12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******2, and have determined that this does not resolve my complaint. 
  
  Please review the pictures in the attachment.  They hit mailbox at street and backed into yard twice. This is a dead-end street. Very little traffic.
  
  Regards,
  
  ***** *****

  

  Business response

  12/11/2023

  Thank you for the pictures.

  However, it still does not show an impact point. These trucks are large and heavy, if it hits a mailbox, it leaves impact points. Where did the truck hit?

  Customer response

  12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  The mailbox was hit so hard that all the screws were lose on both sides, collapsed the side, and it broke the board that the mailbox is secured to the post by. This picture is after I worked on it as I could not wait weeks without any mail. That side was collapsed inward, and you can still see it in the picture.  I know the truck is heavy as it torn up my new seeded yard. The mailbox is right at my driveway where they unloaded.
  Regards,
  
  ***** *****

• Initial Complaint

  09/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a stove delivered on 5/30/23. The delivery person damaged my flooring. He took a picture and walked out the door without so much as an apology. I immediately filed a claim and have been bounced around from company to company. I was told that a check was being sent out and here we are 2 months later with no check. I have already had the floor replaced because I was lied to about the check. The floor replacement was $3382.21. I have been unable to get a straight answer from anyone. I have sent in all of the info that was requested of me. No one wants to take responsibility. My husband suddenly passed away in April. This whole flooring situation has further added to my stress and anxiety. I need some resolution with this quickly as I can’t take much more of this. All I wanted was to buy a stove. I don’t care if Lowe’s, Spirit, Sedgwick or UST pays me back but I don’t deserve this. Please help me get this resolved!

  

  Business response

  09/22/2023

  Hello there.

  Thank you for your feedback. We have had this ticket opened for less than a month, but we are reviewing. You should have an answer very shortly as far as a determination. 

  In the meantime, if you have any additional documentation you would like to send, please do. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new refrigerator from ***** on 6-23-23. It was delivered on Sunday 6-25-23. The installers did not level the doors and I called to schedule them to come back and we’re all the doors as I was in the process of re-flooring the house. The kitchen is the first room that was floored and that floor was completed on Saturday the 24th before the refrigerator was installed. They came back to level the refrigerator on the following Monday. The person else that spoke no English and Nguyen shown the instructions and the Rich that the instructions stated to use for leveling the doors was on the side of the refrigerator he waved me off and proceeded to turn the legs with channel locks resulting in heat gouges in the brand new flooring And the gouges in the leg of the refrigerator. When I called the delivery warehouse I was transferred to a supervisor name Derek by a customer service rep that answered the phone named Mona. He stated he was filing a claim with ***** for damages and after the damages were repaired A replacement refrigerator would be brought on an appointment. 98 ventures has assigned to Lisa Esep to the claim as she has sent a $341 settlement that I have to respond to buy the night of August. It does not replace the refrigerator only the materials for the flooring minus the labor cost. I have an email chain with her and have asked what they are going to do about replacing the refrigerator that was damaged as well. The settlement states I have to respond by August 9 which is tomorrow whether I decline or accept. I’ve left her a message to ask am I to decline while waiting for them to add the refrigerator which was in the original claim. I emailed her last Friday, August 4 with regards to the refrigerator and have had no response other than an email stating your claim is under investigation. I cannot get an answer as to how to respond to the settlement sent. I don’t know if I decline with comments if it keeps it open and cannot get an answer from her.

  Customer response

  08/10/2023

  The doors will not level. The man that came said “no can do need new one’ and left.

  

  Business response

  08/18/2023

  Hello there.

  Thank you for reaching out. It appears you have accepted the offer already and a check was mailed out on the 16th. Please allow three to five weeks for a check to arrive. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a new dryer from *****. They delivered it on 6-4-2023. The wrong stacking kit was used and the scratched and dented my personal washing machine I purchased from ****** about a month earlier. After multiple calls and complaints they sent a delivery crew to bring and install the correct stacking kit and fix damages. They just looked at it and took pictures and said they didn’t have the correct stacking kit and couldn’t fix damage they documented it and said they would send it to supervisor. After a week of no contact I called and they had no idea of what happened. They sent out another delivery team and they said the same thing. Now UST offered me $150 to fix everything. The dryer is still not installed correctly with wrong stacking kit I did not accept there offer because I spent over $2000 for washer and dryer. Now they want me to get 2-3 free no obligatory estimates within 14 days or they will close the claim until I send estimates. I informed them I wanted $400 to cover the damage and have dryer installed correctly. This is a fair amount. From other complaints it looks like they just offer $150 for everything and then make it so difficult to get a reasonable settlement you finally give up.

  

  Business response

  06/27/2023

  Thank you for reaching out.

  To explain a little further, claims are a process and sometimes estimates are needed. 

  Request for estimates within 14 days is part of the process, this does not mean that a claim will close after 14 days or that it cannot be reopened after 14 days. Upon looking at the damage claimed it is cosmetic and repair is considered in the offer. Leadership will have a look at the damage as well to put additional eyes on it. 

  Customer response

  06/27/2023

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a dryer from ***** and I was very clear in asking before I purchased the dryer, would the delivery guys install and remove the old dryer and was told yes. When they arrived one was in a bad mood and asked if I had a new plug and vent. I said I was never told I needed those. He said "if you ain't go it them we ain't going to do anything". The other guy came upstairs and the very first thing he said to me was and I quote " You need to move this shit so we can get through" end quote. I said excuse me? and he said it again. He was referring to a small table with a lamp on it. I said you do not need to talk to me like that and he said well hurry up, we are in a hurry. Then the first one said "he ain't got everything so on to our next stop" He had already pulled the dryer out took the hose and plug off and started to walk out. I said are you just going to just leave it like this and he said yep. I told them they were rude and I was going to report them and he said so I don't work for ***** and don't give a ****. I told them to get out of my hose! They jerked the front door open walked out and left it standing wide open and my ring doorbell captured one of them saying "what a f**king *******! Now that I know who you are I will be filing a complaint with the BBB and ***** has told me they will consider finding another delivery service and I sure hope they do!!! I have requested a refund 5 times and they refuse. They did not deliver or take away anything so I should not have to pay them.

  

  Business response

  05/22/2023

  Thank you for your feedback, it is important to us. 

  We will investigate who the delivery contractor was in this delivery. 

  Were their any damages to report? 

  Customer response

  05/23/2023

  Thank you for your reply.  When they left they had already moved the dryer out of the laundry room, and had unhooked everything but refused to move it back and connect it they way they found it.  I have a disability from amputations on both feet and was not able to take care of it.  Therefore I had to hire someone to come in and take care of this so we could get around in our house until we were able to purchase another one. 

  
  

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

  

  Business response

  05/23/2023

  Thank you.

  We do not have a claim for you are you needing to start one? If so please reach out to the store you bought the unit from and tell them they need to start a claim for you.  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ***** hired this third party to deliver an appliance and the driver of the large commercial truck pulled into my driveway instead of staying in the street like all other deliveries have in the past. This driver was very young and inexperienced and in the process of using my property he damaged my lawn and cracked my new blacktop driveway along the edge that he drove on top of. I filed a claim with ***** and the company requested a few pictures. Afterwards I never heard from the claim handler about how to resolve this or if more information was needed to defend my claim, until he sent me a denial stating " we have not received sufficient evidence to hold the team responsible for the damage(s) being claimed." How can they deny the claim without even speaking to me? They did no real investigating to resolve this damage they caused, they are just attempting to deny claims quickly to cover their stats and bottom line. I will never shop at ***** again and will also be informing ***** corporate of this lazy no good claim team and how their treating ***** valued customers. I can upload more pictures but they are larger than 5mb.

  

  Business response

  04/18/2023

  Hello there.

  Thank you for the feedback. Management has now been included and will relook at the claim submitted. You should have some follow up soon. 

  Customer response

  04/24/2023

  The company's only response was that they would look into it but they have not responded since. I would like my complaint to remain open until there is a resolution please. Thank you.

  

  Business response

  04/24/2023

  Hello Mr. ******

  After review the claim is still denied. There was 19 days days that passed from the delivery to the day it was reported. It also says you couldn't see the damage because of a snowstorm. 

  We are happy to look at any additional information you may have though. Pictures from the day of delivery or videos. Anything else that could alter the decision. 

   

  Thank you.

  Customer response

  04/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  They are responsible for the damages. 
  
  Regards,
  
  ******** *****

  

  Business response

  05/08/2023

  Hi there.

  As mentioned we are happy to review any additional information that may alter the decision.  

  Also if there were any witnesses to this we would happily talk to them too. 

  Customer response

  05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. They are simply denying claims regardless of what more proof I show them to help their bottom line. They have proof, pictures, dates etc. I'd like to see their proof that they worked this claim professionally since they denied it the second I submitted the claim without ever reaching out to me, did they even call the driver from that day? Did he make any statement to prove his mistake? This is ridiculous that I'm having to fight with this company about their drivers error. Enough is enough, I'd like to take the next steps in resolving this, what are my options as I strongly disagree with the companies lack of accountability and investigating abilities with their unjust denial. If small claims court is the next step please advise if I need to pursue that immediately. 

  Regards,
  
  ******** *****

*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. ↩