I have been a loyal UPS business customer since 2012, spending well over $250,000 per year with…read moreUPS, and during our peak years, over $600,000 annually. Over the course of our relationship, we've entrusted UPS with millions of dollars in shipping business. I never imagined this is how UPS would treat a long-time, high-volume customer.
For more than a year, I've been trying to resolve a legitimate international billing dispute involving China import shipments that were either returned, never successfully completed, or billed without our negotiated contract pricing. Despite countless emails, follow-ups, and promises, the issue remains unresolved.
What makes this even more frustrating is that David Arvizu specifically instructed us in writing to continue shipping despite the pricing issue. When we notified him that our import incentives were not being applied correctly, he responded:
"Ship them if they are ready and provide me with the tracking numbers to ensure we apply the correct incentives." (See Photo)
We relied on that assurance. We had other shipping options available at pricing similar to our previous UPS contract rates. Had David simply told us to hold our shipments until the pricing issue was resolved, we would have done exactly that and avoided this entire situation. Instead, he instructed us to proceed, promising the correct incentives would be applied. That is the only reason we continued shipping through UPS.
More than a year later, those promised adjustments still have not been made.
To make matters worse, UPS later claimed the disputed balance was approximately $3,353, while the UPS Billing Center simultaneously showed an outstanding balance of nearly $36,000. We repeatedly requested documentation explaining this massive discrepancy and never received a clear or satisfactory explanation.
Even more disappointing is the complete lack of leadership from David Medlen, David Arvizu's manager. After more than a year, neither David Arvizu nor David Medlen has taken ownership of resolving this issue or communicating in a meaningful way. Instead, we've been met with delays, excuses, and silence.
This experience has completely destroyed my confidence in UPS. After being a loyal customer since 2012 and spending hundreds of thousands of dollars every year with the company, I expected accountability and professionalism. Instead, I've spent over a year chasing answers on a problem that began because I relied on the written assurances of UPS's own International Sales representative.
If this is how UPS treats long-term, high-volume business customers, I cannot recommend their international services. There are other logistics companies that value their customers, honor their commitments, and take responsibility when problems arise.
