CELEBRATION, Fla. — Action 9's Todd Ulrich spent time investigating UPS insurance denials that have burned many customers.
A Celebration couple blames UPS for damaging their packages then refusing to pay the insurance claim. The couple said they also discovered the company they paid for insurance is not the UPS they thought it was.
Joy and Roy Simmons found broken china in a box filled with glass that they had shipped from Main to a UPS store near Celebration. The items inside were beyond repair, they said.
"Who do you blame?" asked Ulrich.
"I blame UPS wholeheartedly," said Joy Simmons.
The couple filed an insurance claim with UPS that was supposed to cover damages up to $400, but two months later they never received payment or got any answers.
"I think it's absolutely horrible, what we went through on the telephone, we can't get nowhere," said Joy Simmons.
Online there are hundreds of complaints about damages and denied coverage, and many people were confused about the companies involved.
Like most consumers who walk into the stores, the Simmons' thought they were dealing with UPS, the global shipping company.
Instead, the insurance coverage was actually from UPS Stores, which are independent franchised pack and ship storefronts.
When the Simmons' filed with UPS the shipper, the company told them they had to deal with UPS Stores.
In the end, UPS Stores corporate responded to Action 9 and said UPS had damaged the Simmons' package but the stores blamed breakage on the couple's poor packing, so the stores denied any coverage.
"It would have been simpler just dealing with UPS," said Simmons.
UPS Stores told Action 9 it tells what packing material is required to protect packages and without it, the company will deny damage claims.
WFTV
