When Carriers Drop the Ball: Holding UPS, FedEx & USPS Accountable in the Used Medical Equipment Industry
In the used medical equipment business, every shipment matters. Whether it’s a ventilator, surgical monitor, or lab analyzer, customers depend on precision and reliability.
But lately, many business owners are discovering that the carriers they once trusted — UPS, FedEx, and USPS — are falling short. Late deliveries, lost packages, and zero accountability have become all too common. And in an industry where reputation and reliability mean everything, that’s unacceptable.
- The Growing Problem
- Late Deliveries That Break Trust
Used medical equipment buyers often need equipment urgently for clinics or hospitals. But shipments are being delayed for days — sometimes weeks — without explanation.
- Tracking That Doesn’t Track
Business owners are seeing tracking updates jump from “Label Created” to “Delivered” — skipping every step in between. That lack of transparency makes it impossible to plan logistics or reassure buyers.
- Lost or Damaged Shipments
When a $10,000 infusion pump or imaging unit disappears in transit, it’s not a small mistake — it’s a business loss. Yet the claims process with major carriers has become slow, inconsistent, and frustrating.
- Small Businesses Ignored
If you’re not shipping thousands of packages a month, you’re often left without an account rep or response. Small shippers — the ones most affected by errors — are treated as disposable.
- The Impact on Used Medical Equipment Businesses
Lost revenue from missing or damaged shipments
Customer frustration and canceled orders
Wasted time chasing claims and calling hotlines
Damaged reputation — even when the problem isn’t your fault
When a hospital shipment goes missing, the customer doesn’t blame the carrier — they blame you.
- How to Start Holding Carriers Accountable
A. Document Everything
Take clear photos before shipment.
Save tracking numbers, weights, and timestamps.
Log every delay, delivery issue, and claim number.
This builds a record that protects you and strengthens your complaint.
B. File Official Complaints
Here’s where to start:
📦 UPS
File a claim: https://www.ups.com/us/en/support/file-a-claim.page
Customer Service: 1-800-742-5877 (1-800-PICK-UPS)
BBB Complaints: UPS BBB Page
🚚 FedEx
File a claim: https://www.fedex.com/en-us/customer-support/claims.html
Customer Service: 1-800-463-3339 (1-800-Go-FedEx)
BBB Complaints: FedEx BBB Page
📮 USPS
File a complaint: https://www.usps.com/help/claims.htm
USPS Consumer Advocate: 1-800-275-8777
Federal Postal Complaints: https://www.usa.gov/postal-service-complaints
Tip: Always keep your case numbers, photos, and communication logs. Escalate when your issue is ignored — upper management pays attention when you have organized documentation.
- Build Backup Plans
Don’t rely on one carrier.
For high-value or sensitive equipment:
Use specialized medical freight services (like DHL Medical Express, CEVA Healthcare, or regional couriers).
Add third-party insurance for extra protection.
Require signature confirmation on every delivery.
- Take Control of the Conversation
You can also use your voice as leverage:
Share your experiences on verified business review sites and BBB pages.
Tag carrier social media accounts for visibility.
Inform your business community — collective pressure drives results.
When business owners unite and demand accountability, carriers respond.
- Our Commitment
At Global Med Brokers, we believe in transparency, reliability, and accountability in every shipment.
If you’ve experienced ongoing issues with your carriers, we encourage you to document, escalate, and demand better service — not just for yourself, but for every business that depends on trustworthy logistics.
Your shipment isn’t just a package — it’s medical equipment that saves lives.
Carriers need to treat it that way.
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