CitizenShipperReviews 1,068

Hi Sasha,
Again, we are very sorry that your driver caused you such inconvenience and trouble. Im also sorry that you feel this way about our site. Customer support has been in contact with you on this issue since your first email on May 23, when you first let us know of your drivers failure to honor her contract with you. I worked with you personally in relisting your shipment, and on May 28, you notified me of your intention to hire another driver on our site for the shipment. This driver had not submitted a formal bid as of that time, and I asked you to let me know once they had, so that I may accept for you and transfer your deposit over to the new driver and get your shipment taken care of for you.
I had no further response or communication from you until last Thurs, June 21, at which time you stated: "It has now been over a month… I did not receive any help getting my brothers dog shipped from a different driver and now the dog is gone. I don’t want to hear anymore excuses. I will have my money refunded immediately." Your booking deposit, and the only money paid to our site, was refunded the very next day when we returned to the office at 9am, after receiving your response email after hours the night before.
As you were informed before entering payment info to hire your driver, as well as a second time in the confirmation email sent after acceptance, and now previously discussed several times via support emails, Citizenshipper is the marketplace that connects you with independent contractor drivers who are able to complete your shipment. You pay a small booking fee to our site in order to secure your contract/schedule with the driver. At this point, your contract and shipment are completely handled between yourself and your driver. You then pay the driver fee DIRECTLY to the them. We do not handle or mediate any payments made to the driver, and as such, have zero ability to issue a refund for a payment made to the driver, which we never had in our possession. (https://citizenshipper.zendesk.com/hc/en-us/articles/202291459-How-do-I-pay-for-my-shipment-)
We do perform background screenings and several other verifications on all drivers using our site. Unfortunately, this does not predict future actions of any person, and once we are made aware of any situation, drivers are immediately suspended from our site pending investigation. As mentioned, your particular driver was suspended and banned permanently from using our site after yours and other cancellations were brought to our attention.
As Ive also requested, if you paid your driver a fee directly, which she is refusing to refund, you will need to immediately contact your local law enforcement. We will, of course, be happy to provide any and all information regarding the contract between you.
For more info, you may also refer to both our shipper and driver terms of use: https://citizenshipper.zendesk.com/hc/en-us/categories/200277749-Terms-and-Conditions-

Hi Mike,
You are correct, we do not operate a call center at this time. I do apologize for your experience with this independent contract driver found on our site, however, I must mention that I did personally handle your support ticket immediately and we resolved it without further issue. The confusion I believe was created by the drivers failing to respond to your online messages in the timeframe you wished in regards to your question about insurance. You booked the driver without them having answered you in regards to coverage. I also did reach out to the driver to verify their insurance after your cancellation request, and was sent info that they do, in fact, purchase coverage for each specific shipment won, and they sent you the paperwork to get this process started, which is when you cancelled their services.
I offered to create a new listing and find you another driver with which you would need to be sure to verify insurance BEFORE accepting the bid this time. When you did not wish to relist, your refund was promptly processed.

Hi Chuck,
Im very sorry for your experience with the driver. I did, however, handle your support ticket in a very timely manner, as you emailed support for the first time on April 3rd, I responded within 6 minutes of your initial email. You then sent three emails back to back, which I responded to as soon as we opened the next morning. I am sorry that I was unable to immediately reply to each of your emails, but as I mentioned in my communication with you, I do answer all emails in the order they are received and standard response time is 24 hours, which we strive to beat each and every day. We did not issue a refund after hours, as we are not able to do so, however, your refund was processed the very next morning, and we would appreciate it very much if you could update your review to reflect this. We are unable to issues any refunds of moneys paid directly to drivers, as this payment was never in our possession, as we never handle driver payments. https://citizenshipper.zendesk.com/hc/en-us/articles/202291459-How-do-I-pay-for-my-shipment-
Thanks so much!

Hi Vee,
This person did not actually invent Citizenshipper, and is not associated with our site in any way.
Unfortunately, it sounds like you may have encountered an online scam. The way our site works, is that a shipper, you, would list your shipment on our site and gather quotes from drivers. You would then choose a driver, and then pay them directly for shipping your pet.
There are many scams online claiming to be shipping a pet via our site, however they are using our name fraudulently. All emails from Citizenshipper will end with "@citizenshipper.com." If you have a driver from our site, you may tell me the name and I can try and find a contract associated with them for you. Or if the person who is shipping to you has an account, I can look that info up as well.
Please do not send these people any money unless you have verified that they are 100% authentic.

If you wouldnt mind, please consider editing your review, we would greatly appreciate that, as this did not actually have anything to do with Citizenshipper, and your review does cast a very unflattering light on our site for new customers.

Best,
Jennifer

Hi Sean,
I sincerely apologize for inconvenience your driver left you with.
I have located your support tickets dated on 8/30 and 8/31. As Im sure you are aware, Texas was devastated recently by Hurricane Harvey, which did delay our availability to respond to customer within the customary 24 hours, as notated on our site during this time. However, you were sent a reply on the morning of 9/1, requesting the driver and shipment info so that we could both investsigate what happened, as well as find you a replacement driver immediately. Our email was never answered, and so were unable to offer any further support.
Please remember drivers on our site operate as independent contractors, and do not work for Citizenshipper, which is the load board used to connect shipments with drivers who are able to help transport your items.

Should you need further help, please feel free to reach out to us at [email protected] and we will be more than happy to help.

Hi Marie,
I am sorry that youve come away with this opinion of Citizenshipper due to your drivers unacceptable handling of your shipment contract. Please remember drivers on our site operate as independent contractors, and do not work for Citizenshipper, which is the load board used to connect shipments with drivers who are able to help transport your items.

I have been unable to find any support tickets that refer to you or your trouble, so if you would like me to continue to look into this for you, please email us at [email protected].

Also, our complete refund policy is located here for your reference: https://citizenshipper.zendesk.com/hc/en-us/articles/204192449-Refund-Policy

Hi Bobby,
Im sorry that youve come away with this opinion. Please remember drivers on our site operate as independent contractors, and do not work for Citizenshipper, which is the load board used to connect shipments with drivers who are able to help transport your items.
You did not cite any specific problems you are having with customer service, so I am unable to offer any helpful solutions at this time. Please reach out to customer service at [email protected] to resolve any standing trouble you are experiencing. Our customer service is always available during business hours of 9am to 5pm Monday through Friday CST.

Hello, Id like the chance to respond to your review of our site. First, if you encountered any racism etc on our site, we ask that you immediately report this to support, and that user will be removed from our system immediately. No such reports have been made, and so we are unaware of any examples of this happening. If it did, I sincerely apologize on behalf of our site, and hope you will reach out and let us know with whom you had this issue so that we can remedy the situation immediately.

Secondly, in response to what you state above as to our locking of your account, this is actually inaccurate. In summary, our cancellation policy is as follows:

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First Cancellation: Our customer support team will temporarily lock your account, and email you to confirm that you understand that we do have a cancellation policy. Once you confirm to us (by replying to customer support) that you have read and understand the policy, your account will be unlocked.

Second and all Subsequent Cancellations: Your account will be locked, and you will be responsible for the lost booking fee from the customer. Your account will be unlocked after we receive payment.
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Whenever a driver cancels a shipment, as a matter of practice we lock their accounts, and make sure that drivers understand that future cancellations will lead to the driver being responsible for the lost booking deposit fee.

We never penalize a driver if the customer cancels the shipment on them, but in cases where the driver cancels we do need to take action.

All drivers on our site are held to the same standards and expected to uphold the terms and conditions of their membership to our site.

Thirdly, no one who has not contracted with you through our site is ever able to leave a review of a driver. Shippers who have not contracted with someone are not even given the option to leave feedback until they have accepted a driver and paid their booking deposit in order to secure that driver for their shipment.

Also, as an independent contractor using our site, it is your responsibility to determine the shippers exact pickup and delivery dates. Most shippers and drivers converse back and forth via messenger in order to nail down these details before entering into contract.

Should you have anything that youd like us to help with, or address in the future, please feel free to reach out to our support team. [email protected]

Hi Lisa,
First, let me apologize, once again, for this drivers behavior towards you. I personally handled your request, and this driver was actually addressed and taken to task for his unprofessional comments to you.
I also apologize if you feel that my response to you was in any way rude, as I was only striving to let you know that drivers on our site do not represent Citizenshipper as a company, as they are independent contractors and do not work for our site.

We perform stringent background screenings and numerous other verifications before allowing drivers to bid on any shipments on our site. I also offered to personally find you a new driver, so that you were not subjected further to any communication, at which time you threatened to hire legal counsel for this driver remarks, which we have no control over.

I would like to reinterrate, this behavior is 100% unacceptable and this was addressed immediately with the driver in question. If at any time you would consider giving us another shot, we will be happy to take care of your shipment for you at a discounted deposit rate for the offputting experience this driver caused.