UPS Store

Initial Business Response / [redacted] (1000, 8, 2016/03/09) */ Contact Name and Title: [redacted] VP & General Contact Phone: XXX-XXX-XXXX Contact Email: ***@riversidetrailer.com The [redacted] purchased their trailer directly from a campground that also sells travel trailersWe were first informed of an issue with their trailer in September by the campgroundThe service technician had been in the trailer and had already worked on the leak issuesI was informed by the campground that the [redacted] were upset about the issues so I called and spoke with Mrs [redacted] in September and assured her that we would stand behind our productI told her that after their camping was finished for the season we would pick it up and bring it back to the factory and go thru it completely to make sure all of their issues were taken care of In the course of operations, we require the retail customer to return their trailer to their selling dealer and then we pick the trailer up once in the dealers possessionBecause the dealer is at the campground I informed Mrs [redacted] that they need to have the trailer closed up, disconnected from their water, electricity and sewer, and have all of their personal belongings that could be damaged in transit removedShe was instructed to leave a detailed list of any issues that they wanted us to address in the trailer so we could take care of themOn October we travelled the miles from [redacted] to get their trailerUpon arriving at the campground, we proceeded with the campground technician to the [redacted] trailerThe trailer was still completely hooked up to the utilities, the slides were still out, and their was a fence around part of the trailerSince we had already come this far, we thought maybe they had put everything away and had the inside ready to go so we entered the trailer to disconnect it and put in the slidesIt was not ready for transit at allAs we were in the trailer, the technician pointed out where he had fixed the water leak he foundWe looked for more water damage and saw that the front window could be leaking during rain so we caulked the windowBecause we could not bring the trailer back to the factory, we then left After this, A representative from the campground called the [redacted] and told them that we had been there to get the trailer and it was not ready and that specifically there was no list of items My next correspondence was an email dated 10/at 2:36PM where Mrs [redacted] said she heard that the campground was selling refurbished Riverside trailersI replied that that was not true and that every trailer ordered by the campground was manufactured new for themI then asked again for a detailed list of her issuesI also then called her to let her know that we had been to the campground and that we had seen her trailer I told her that it looked like the campground technician had indeed fixed the plumbing leak issues as we could find no evidence of any water anywhereShe became quite indignant with me and became uncooperativeAt 4:Mrs [redacted] replied back telling me that we are not to enter her trailer without one of them presentAt the bottom of the email she listed item she wanted us to address At this point I forwarded her email to the campground and told them that we would pick up the trailer when it was ready for transit as described aboveIt was later in November when the trailer was readyby then Winter was setting in and it became increasing difficult to arrange a safe day to pick up their trailerNever once did anyone at Riverside infer that we would not pick up the trailer and go through it completelyIn fact the campground can testify to thisThe trailer was picked up from the campground in February and we are in fact making the sure the trailer is not leaking and there is no residual damageThe trailer will be returned to the campground before it opens for the camping season There are a few unusual circumstances regarding this instancethe primary one is that the dealer is also the campgroundOur warranty procedure ( and the warranty procedure of every RV manufacturer) is to have the trailer returned to the dealer for any serviceJust as a car owner must take their car back to the dealer for warranty or serviceIn this case the campground is the dealer so there was no obligation on the customer to return itHad it been a regular selling dealer the trailer would have been returned to the dealership with the list of items to be fixed, and then we would have had it picked up, returned to the factory, and then delivered back to the dealerBecause the issues were fixed by the campground (dealer), this could have been the end of our warranty involvementIt is because we want our customers to be happy that we brought back the trailer to make sure it is in the best possible shape OFFER: We are currently going over the [redacted] trailer here at the factory and it will be returned to the campground in time for the camping season Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lets start with Paragraph and 2: We were informed to have the camper closed up and items packed so it could be taken back to the factoryThis was to be done at end of the season - that is trueBut the first time in our camper, without permission, was SeptemberThat is NOT end of the camping seasonSo the camper was unpreparedRiverside nor the camp ground called to inform us anyone was coming for the camperAgain no communication to their customer Paragraph 3- NO ONE from Riverside nor the camp ground called us to inform us of anything Paragraph 4: I called [redacted] to request his email address, which he was suppose to text me, but didn'tDuring that conversation is when I found out for the first time Riverside had been in the camperI was not a happy camperI then sent an email asking about their campers being refurbishedHe respondedI then sent my second email regarding them entering the camper without permission, my husband does NOT work, and everyone was aware he could be there within minsSince the email I sent in 10/27/I have heard from NO ONE regarding this camperOn March 9, my husband went to pay the water bill at the camp site to find out our camp was GONEAfter reading Riversides response to the Revdex.com, this camper has actually been gone since FebruaryWho gave Riverside or Glazier Hills permission to enter this camper, let alone take it off the camp site? Riverside claims they want to take care of their customerswouldn't that start with communicationDue to the 'unique' partnership they have with Glazier Hills camp ground both sides keep pointing to the other sideGlazier Hills isn't going to fix the camper anymore because they don't know what'ds wrongRiverside is unaware there is a problemYet both parties knew no one was to enter that camper with my husband or my self was aware,and yet Riverside has it? How is this customer service? How is this taking care of the customer? Lets go with the car analog..if I had a problem with a dealership I would call the car manufacture who would work with the dealership to fix the problemAll we have are two parties blame each other and no one did anything until a complaint was filed with the Revdex.comWhat's interesting is how the owners of Glazier Hills are also saying they are having problems with the Riverside campersAgain, one just pointing the finger at the otherNo one is accepting responsibility for the problems people are having with their Riverside campersRiverside says they want to make their customers happy but to do that you need to TALK to the customer and whether they believe it or not, WE are the customerThis is not the way a company who wants to make customers happy behaveI honestly do not want to ever deal with Riverside againThey made the camper, in the end, the workmanship comes back to them(or lack of workmanship) Final Business Response / [redacted] (4000, 15, 2016/03/31) */ As of today, the [redacted] trailer has been completely gone over at the factory and all of their warranty issues have been taken care of The trailer is being returned to Glacier Hills Campground At this point we have done everything we said we would do for this customer Final Consumer Response / [redacted] (4200, 18, 2016/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This one of the most unprofessional, unethical companies I have ever dealt withI accept their answer because they are not going to do the right thing, it is not how they do business, it is not the kind of company they areIts okay, customers tell 8-other people when they get bad service from a companyI have no problem sharing my experience with everyone I know or anyone who will be willing to listen

We had a very unpleasant experience with this business We were given information about the cost of mailing a package, treated rudely by employees at the store Helen (Manager?) was helpful but is not allowed to talk with customers when they call & ask for her Van Cis a very rude, vulgar man that answers the telephone & to best of our knowledge is the actual owner of the business Today in a telephone conversation, regarding the shipment of an important package, he used VERY foul language, refused to let me talk with Helen, called me vulgar name, could not recall things he had just told me & all in all made light of all my concerns I have lodged a complaint with the corporate offices of UPS also Van Ctold me that I could not report him to any authorities about this matter so I want him to know that it can be done, has been done & that I will be letting others know how unprofessional he & his business are No one should be treated with rudeness or spoken to with such vulgarity as Van Cdisplayed to me today

Unfortunately, we are unable to predict the future maintenance needs of any automobile Therefore, all cars are sold "AS IS" We disclose any information that we know about the car, however we do not know what may happen We buy cars "AS IS", and all customer purchases are "AS IS" Each customer signs notification that they are aware that the car is being sold "AS IS" and that any future maintenance will be their responsibility Thank You,Bryant B***Prestigious Motorcars

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below I do not accept this responseThe dental office’s failure to do their due diligence in ensuring they were quoting me correctly for this procedureWhile the online member benefits for my insurance showed that 80% of anesthesia was covered, there are guidelines across the board for [redacted] in determining whether or not anesthesia is covered for the procedure [redacted] DOES NOT cover anesthesia for only four non-impacted teeth extractionsThis is not unique to my case; it is their guideline for all [redacted] subscribersI find it hard to believe that this office wouldn't be aware of these guidelines as [redacted] is a major insurance company and I'm sure this office deals with billing their insurance regularlyI spoke with [redacted] who advised that had the office called, they would have been advised of the guidelines and advised that the anesthesia would not have been covered for my procedure Attached you will find the [redacted] Premier fee-for-service programPage 13, number details the only instances in which anesthesia is covered by my insurance My procedure does not meet any of the criteria and so it should not have been excluded from my estimateHad I received a quote that included anesthesia at my cost, I never would have elected to have the procedure done at all As stated in the Fees, Terms and Conditions of Service provided by the dental office under "Insurance Pre-Estimate" it states that they would A.) CALL my insurance company about expected benefits based on my plan type, deductible, co-pay and maximum benefit, or, B.) File a WRITTEN pre-determination of benefits with my insurance company Neither occurred and therefore this agreement cannot be upheldThey merely checked online which did not provide the detailed information necessary to quote my procedure accuratelyWhen I signed this agreement, it was with the assumption that they had done one of the two scenarios provided in that agreement for determining a pre-estimate which is what I signed and agreed toWhile I can understand that an estimate can be off by a marginal amount on occasion, it is a blatant failure to do a job properly when an estimate is off by a couple hundred dollarsIt is a scamI inquired with [redacted] who confirmed that NO written pre-determination was filed with my insurance as stated would occur in the dental office’s conditions of service agreement The criteria given as cause for a varying estimate, “ could vary from the actual benefit paid based on your eligibility at the time of service, benefits used with other dental providers, incomplete information or incorrect information about the services you require ” none of these instances apply to meThere were no issues with my insurance, coverage or informationThe only incorrect information about the services I required was on the part of the dental office and their failure to adhere to their own conditions of service agreementI should not be made to pay for that mistake.? Since the dental office failed to adhere to their own conditions of service by failing to either call my insurance to? regarding expected benefits or file a written pre-determination with my insurance, my original request of a full refund of ALL outstanding balances owed and paid thus far through the payment plan, as well as any associated fees, still standsIf the dental office does not agree with this, I will be seeking legal advice as this is a violation of the agreement that was signed by both me and a representative of that office Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Most of this reply is irrelevant First of all, I waited patiently in line until your employee asked me to just leave my package unattendedI said no, I would like to wait for a receiptYou said I could not have a receiptI did not get mad until the UPS driver initially refused to take my package in your store and you guys continued to refuse to provide a receipt I understand that the UPS Store is a separate business and also franchisedTherefore, I am not required to do business with the UPS StoreI have every right to give my package directly to UPS on your property without passing the package into 3rd party consignment at the UPS Store While your business may do many things (Like FedEx Office), the only part of what you do that matters to this complaint is taking packages on consignment for UPSThis involves your collecting a fee paid by UPS for this service, and you get to use the UPS name as part of that contract to call yourself a UPS store This reply from the UPS store has argued that taking packages from customers with prepaid labels is "not a transaction." However, I disagree with your premiseTaking packages on consignment for a fee paid by UPS is a transactionOnce you take possession of my package, you are responsible for it until you transfer that package into the possession of UPSYou are a 3rd partyThe receipt is the consumer's proof that you have taken that package, with the associated tracking label, into your possession and you are now in custody of it As such, I may at times require a receipt for that transactionUpon request, I should receive one from your companyAnd, you should note that every other business in the package industry provides a receipt to its customers, upon request Please note, I have filed a Revdex.com complaint against UPS for the driver's refusal to scan my package in my presenceThe UPS driver's actions are not related to this complaint and are a matter for UPS.Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

The matter has been resolved to my satisfactionI hereby withdraw this complaint!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowHis response is not exactly true, they never started or looked into the investigation into my phone, I called the store after I was made aware that someone was answering my phone and reported it to an employee named Alex, he told me that there was nothing he could do and I had to wait to speak to Dana who didn't come in until MondayI had my phone suspended from [redacted] after I heard the gentleman answering my phone to avoid any other charges that I was not responsible forWhen speaking with Dana, she admitted that she did not know what to do, then told me that I should have left my phone on so they could hear for themselves that someone was answering my phone and instructed me to call corporate and report my findings because a tracer had already been startedReporting my issue to corporate, they informed me that the investigation was already terminated and that the UPS store that I made the transaction with should provide me with the results of the "so-called" investigation that had been closedAgain, speaking to Dana, who claims that she knew nothing of the investigation being terminated, but let me know that she was instructed to wait until the time period had lapsed so she could start the claim for the $but she could not start it before thenThat's when I got upset with her, because she already knew that the investigation had been terminated, she offered no apology, she did not offer any refund for the initial amount that I paid, and had no other feedback or follow up about what happened to my phoneIt was not lost as she suggested the first timeClearly, it was stolen by one their employees and their company wrote it off as stolen, when it was, by their employee!!! They are deflecting that it was their responsibility to get my phone to HTC which is what I paid for and that it was stolen while it was in their care!!! Why have a business that uses a tracking system for items that you ultimately lost track of??? I want them to take responsibility for my item and pay me for my phone, what I paid to ship and the one month service that they had my phone in their careI can provide the [redacted] bill if needed Regards, [redacted] ***

As stated previously, the customers box was not tapedShe was given the option to tape the box herself and return and she will not have too pay anythingShe decided to let us tape the box for her for a fee of $

We did pick up [redacted] painting and we packed and shipped the item [redacted] as he requestedWe gave it to our carrier and from there the item never entered the post office systemI have gone above and beyond to locate the package for [redacted] Calling the Post office daily and going there multiple times, When a customer decides to use Post Office we never get this involved however we were very aware of how bad the situation was and we decided we help with the processI spoke to supervisors and Postmasters there, eventually even going as far as writing up a letter and having the carrier sign it, then getting it notarized to prove we have done everything to helpfurthermore the Post Office is finally acknowledging the claim after all the denying, and we are now in the process of getting the customer paid the $insurance claim plus $for shippingThe customer wanted to lower value of item to avoid taxes and only insured package for $That is all we can request back for him

Tell us why hereI need the serial number or Mim number on the phone as UPS has a number of Phones lock in sercutity in the Kearney Mesa HubThe More information we can get will help find this phoneThank you ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***Reimbursement for the insured damaged item and refund of packing and shipping charges are both acceptable Thank you Phone call explanations are not necessary or acceptable [When I call I'm put on hold for minutes or get "the memory box is full" recording.] A phone call confirming that my [redacted] account has been credited with the refund will be sufficient Thank you ** Rebuttal Update 05/05/15:Thank you for taking my telephone call today To recap: I have not received one phone call from UPS in about five months When I call, the young lady is very polite, very sweet, then she puts me on hold and never comes back [That's happened more than once] I had no room in my luggage and I needed the clothes in NY My choices were US postal service or UPS Seeing I was sending the lamps and shades via UPS [so that they would be professionally packed] I included the two bags of clothes It makes no sense that I would "take the items out because I did not like the price" a} We did not discuss price [at the end they gave me the bill, I gave them my credit card - no discussion] Why would I take back the clothes, box them up, take them to the Post Office, stand in line and pay separate postage?? b} That is a totally statement I deeply resent the implication I did not say that, we did not take the clothes back I left two bags of clothes with UPS and only one bag of clothes was in the box that was delivered to me [Why would I send one bag by UPS and one bag by USPS?] I will be in NM within the next week or so I will have only limited access to a computer and the phone does not have an answering machine I plan to call UPS and make an apptto discuss this issue in person I will bring hard copies of the photographs that I sent to Mr [redacted] via email I understood he forwarded them to UPS but Mr [redacted] says not I apologize I would greatly appreciate Revdex.comSW keeping this case open until all the issues are resolved and will try to keep in touch with you by phone Thank you, most sincerely, for your assistance *.***

Hello, This case is closed by UPS and the UPS Store headquarters The UPS store didn't make any mistakes This lady have a receipt with delivery date; and she checked twice before she paid for shipping There is nothing to refund at this case

December 22- [redacted] came into The UPS Store ***, to ship a package: containing gift cards.UPS policy states that we caonot insure gift cards for their full valueShould gift cards be lost,what we dO is file a claim with ups for the shipping charge + the fee charged by the Store to havethe gift card cancelled/re-issuedDecember 23- 7:46am- Per UPS- the street address is incorrectThis may delay delivecyWe'reattempting to update the addressThe address has been conectedThe Delivery has beenrescheduled December 23- 1:43am- Per UPS-Delivered to [redacted] St [redacted] , CA [redacted] This package was mis-delivered by UPS [redacted] called The UPS Store Headquartersto ask whathappened since the recipient said that the box had not been deliveredWe have been working with [redacted] through this whole processAfter she eXplaine~ the situation,we contacted UPS and they told us that they had gone to [redacted] St [redacted] , CA [redacted] to tetrieve the address, and had jt in their possessionThey said that they would re-~liverthe following dayAfter a few days, we called to make suxe that the package had been ro-delivercd only to be toldby UPS corporate that the package had never been retrieved, an~ that the peciple at tho 1209address claimed to have never received the package eitherAt this point it was too late to try tocancel the gift cards, and so We opened a claim to try to get money back for LindaWe called [redacted] and explained the situation, and although gift cards cannot be insured since wecannot prove that they are in fact valued at what the shipper claimed to be, we will work to getthem money to have the cards cancelled/re-issuedWe also called UPS to begin the claimprocessWe have been working with [redacted] to resolve this situatioil, she said that she was going to file acomplaint against UPS Corporate and then we go this complaintWe fought and fought, and got [redacted] a check for $and are still fighting with corporate totry to get more money since :the box was in fact lost by the driver who mis-delivered itShould you have any more questions or concerns about this complaint, please feel free to call [redacted] , Store Manager at [redacted] .Thank you, [redacted] ***Office Manager

I am sorry you feel that our company did not respond to your call in a timely matter, but if you recall we had a blizzard in the state of CTAnd the governor had shut down the state! We then called you back a.s.a.pleft you a message and did not hear back from you for a couple of daysYou had a contract with this company that states the lifetime warranty is for material only not laborYou had three days to read your contract and if you did not agree with the terms of it you could of cancel it and would have received a full refund of your depositYou also did not state to the service dept that you have a leak from your faucetI will make an exception in this case and will come out at no charge to review your problemBut keep in mind that labor is not covered under the lifetime warranty only materials areRegards, Todd Ni [redacted] V.P

A refund check has been sent for the amount this lady paid for shipping and packaging We have received no information from her regarding the fair market value of the lost item [redacted] Franchisee

We shipped a package for this customer internationally via [redacted] through our store whose tracking number is [redacted] as our ups store is approved postal shipper Once we create a label our job is to hand over the package to the postman that comes to our store and after that the shipping service is provided by ***We have regular pick up (times a day) from post office and when the postman comes he takes all the packages each time of pick upHowever the postman never scans each package individually rather he/she takes packages altogetherand we make sure every package leaves our facility every single day So clearly there is no chance that the package is sitting at our store for months now after a month of this shipment customer called us and brought it to our attention that there is no tracking history for this package and he mentioned that when he called post office to set up a claim they said they never received the package but we ensured the customer that the package definitely left the store we also promised him we will set up a claim with post office which will take at least a month to get a resultHOWEVER WE NEVER REFUSED TO GIVE HIS REFUND INSTEAD WE SAID WE NEEDED MORE TIME SINCE WE DIDN'T HAVE ANY UPDATE FROM [redacted] AT THE TIME We last check the claim status yesterday and saw they approved our claim and paid us the amount of shippingSince the package wasn't insured so he is not subject to getting the cost of items inside ALSO HE HAS TO GIVE US THE ORIGINAL RECIED OR A COPY OF THE RECIED IN ORDER TO GET REFUND FOR THE AMOUNT OF SHIPPING

Unfortunately the customer's complaint falls with UPS and their policies and guidelines, not with our UPS Store, but as we are the middle man we are being singled out We are a small business/franchise We are not owned by UPS We offer shipping and packing services as well as numerous other services When filing a claim initially, UPS should have informed the customer that our store, as the owner of the shipper number the item shipped out on, needs to head the claim Our store had no idea there were any problems until we were contacted in March on the 11th Then we opened the claim that UPS never opened in the first place As months had passed since it was damaged, we did out best to get things moving as UPS does have a timeline on filing a claim We also kept arguing even after the inital statement from UPS on March came through that they would not honor the claim UPS, despite our attempts to reopen the investigation, continually denied claims citing their Marruling We apologize that UPS did not process the claim through and that they never informed the customer that we had to be the people to initiate a claim.I attached the paperwork from UPS about the packing guidelines that were not met This is UPS's ruling on why the claim was denied Even upon my inspection of the package once we received it, it was clearly not close to being to UPS's standards One can argue why we didn't inspect the packaging before shipment: We do not need to inspect packaging of every package that comes into our store unless the insured value is over $ We have signage at both registeres (which I also attached) that states how packages should be properly packed UPS has the right upon their inspections of damaged items to deny insurance claims on improperly packed items If we suggest to a customer that they need to repack items either themselves or by us, it is the customer's right to refuse We are not sure since this was a package shipped in December what was said or discussed with the customer regarding proper packaging With the customer's package, however, there was not the alloted mininches of cushioning from the product to the wall of the box or two inches between items Customer packing- Box Dimensions-19"x13"x11" If TUPSS would have packed- Box Dimensions-24"x18"x18" Materials-peanuts, small bubble, Materials- peanuts, large bubble, plastic bags, card board all meeting ISTA 3A Test We are more than willing to send the product back to the customer, repacked properly and at no charge to her, as the lids were not broken and we only saw damage to a few of the pots We have no other way of helping the customer with the claim from here on out as UPS has officially closed it

To whom it may concern This is a response to a complaint by a client of mine I tore out a drive and replaced it with a new one when the job was done Mr [redacted] and his wife met me at the site of the work and ranted and raved about how beautiful the drive is I thanked them and got paid and then left 2-weeks later I received a call stating that there were tracks all over drive I immediately went to the site were I met Mr [redacted] he showed me the tracking then commenced to tell me that he sealed the drive I explained that the prints were not there when I left the day I finished he said that someone told him we must have walked on slab when we striped the forms we strip the forms when the concrete is setWe would never walk on green soft concrete I told him I would look into a resolution but that we would be limited because he sealed in the tracks let me be clear the prints are topical they did not even dent the broom Finnish I explained to him that I could have lightly pressure washed the prints and they would have disappeared but now that he sealed them in I told him I would look for a resolution for him and he decided to contact your company so now he is on his own a client can't modify a product and then hold the contractor to his warranty if he had not modified the slab I would have gladly worked to fix this problem although it wasn't my fault I would have fixed it so I could get his recommendation and future work