Kelly contacted me on Jan 9 after I submitted a quote request online and said he could find a driver to take my 6 cars from OK to WY for $3600 by Jan 31. He found a driver and took a $1000 deposit on Jan 15. The driver did not work out so we agreed to search for a new driver. He found a new driver and I was dispatched on Jan 26. I had to stay into February to accommodate the new driver's schedule. The new driver promised me different pickup dates all throughout the month of February
but each week there was a different excuse.
The last time I spoke to the driver was on Feb 15, and by Feb 21 I still had not heard back from the driver so I called Kelly to cancel the shipment and give myself enough time to put my cars in storage before I had to leave at the end of February. Kelly told me that the last time he talked to the driver, he had supposedly already left to pick up my cars and he said he would call the driver to confirm. He called me back within minutes saying that he just talked to the driver and that the driver was on the way and gave me a pickup date of Feb 23. I told Kelly that date would not work for me and then Kelly said that he had already
released my deposit to the driver (which if you know how broker/carrier contracts work, you know that brokers don't release any payments without a bill of lading and proof of delivery.... LIE) and that there was nothing he could do. I shuffled some things around and agreed to be available on Feb 23 and left a voicemail with the driver expressing the urgent need to contact me ASAP to let me know where he is and when he would be there. No surprise, I did not hear from either of them on Feb
23 so I put my cars in storage and made the move without my cars.
On Mar 10 I still had not heard from anybody so I checked Kelly's uship.com profile and noticed that he had cancelled my shipment with the driver on Mar 5 so I sent him an e-mail requesting a refund check to be sent as the card I used to pay the deposit expired on Feb 28. He replied to my e-mail claiming that I gave the driver a ridiculous ultimatum and that the driver had supposedly driven all day on his way to me and listened to this supposed ultimatum voicemail I supposedly
left him and then supposedly assumed I wanted to cancel so he turned around (another LIE), and that my behavior was not acceptable. Then he asked me when I wanted to reschedule the shipment. I replied saying that his claims are untrue and that I am now living 1100 miles away from my cars with a new job and can not sacrifice the time needed to go back to
OK to wait for a driver to show up. Kelly replied saying that he can not issue a refund check because he took payment with his merchant account and it would violate their terms and would only offer me $1000 credit on a future shipment. I called my bank and they confirmed that my expired card number could be refunded and the amount would be transferred to my
current card, so I e-mailed Kelly and told him that he could go ahead and process the refund to my expired card. I got no response. I contacted Kelly's merchant account provider (Square - the company that sends you the free little card reader that you use with your smart phone) explaining the situation, and got a reply from them saying that it would be perfectly fine for Kelly to issue me a refund check without violating any of their terms. I forwarded this e-mail to Kelly and again
requested a refund check and even said I would forfeit the $75 cancellation fee as well as cover the 3.5% merchant fee for the
transaction. I got no response to that either.
It is now 64 days since I sent Kelly a deposit and it's clear that he does not want to issue a refund and will make up whatever story he needs to so he can shift blame and try to play the role of a victim to justify keeping the money. I can see the feedback for both Kelly and my driver on their uship.com profiles and Kelly had booked multiple shipments with this driver up through the second week of February which was bypassing my shipment.
You probably won't experience any problems if everything goes to plan with your shipment, but if you book with Kelly and an issue arises with your shipment - get ready for some rough waters and go ahead and plan on not getting any of your money back! Look at the company's BBB rating.. it's a big fat F if that says anything!