Closetbox Inc

We are aware of the issues with ***’s TV stand. We were made aware of the issue back in October, and did try to work with *** to resolve the issue. We paid to have a repair company go look at the TV stand so we could better understand what was going on. For some reason she
did not allow the company to assess the situation, and sent him away. She then called our call center and asked why we did that, and what we were going to do to fix the TV stand. In an effort to resolve the issue, we forgave a past due balance for *** of $184, and in addition we gave her free delivery. That free delivery was a savings of $to ***, but we felt that it was a justified measure for our customerBetween dispatching the repair company, the forgiven past due balance, and the free delivery, Closetbox spent a total of $trying to resolve the matter for ***. After she declined to let a TV repair company look at the TV there was not a whole lot more we were able to do. In short, we forgave a total of $in charges to ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey were able to give me a settlement of $which I will accept.
Sincerely,
*** ***

We have carefully reviewed the situation and we are in total compliance with our agreed upon termsThis customer declined coverage over the phone and via emailHer items were covered for $0.60/lbWe extended an offer times her owed claim amount and she declined that offerAfter she chose to
decline the offer, we made it clear that the settlement offer would not change and reaffirmed we would keep open a 14-day window to extend that same offer if she changed her mindShe never messaged back and the matter was closed.We would still be willing to pay the offered amount of $to resolve this matterThank you for bringing this to our attention and ensuring that customers are always heard

We recently resolved *** ***’s claim. When the initial order was created additional coverage was not purchased, which means that ***’s claim would be able to be paid at a standard rate established by the moving industry.The standard payout for *** would have been a total of $dollars. We understood ***’s frustration and offered him an additional $to try and resolve the matter. He did accept the offer, and *** has received a total of $in payment for the claim he submitted. Below is a copy of ***’s email, and attached is the document he sent us accepting the additional $to resolve the matter

Apologies for the delay in getting back to Mr*** on his response I wanted to dig back through the notes and files so I can understand what happened here From what I understand, Mr*** did purchase coverage from us in the amount of $1,that would cover items in the event of
damage and or loss of goods while in our care.We've reached back out to our facility to search the warehouse to see if there was a misplaced box, and after a few weeks have not been able to locate any missing items One item to note, when a customer purchases coverage from us items backed in a box by owner are allowed up to $in claim damage This is largely because we rarely have insight into what items were packed in a box, and its difficult for us to say with a degree of certainty what was / was not in a specific box.That being said, I have spoken with our claims department and we would like a chance to review this in more detail as we may decide that $maximum payout does not fit this particular situation A switched item is concerning and something we want to dig into From what I understand, we've issued a claims form to Mr*** to fill out and return so we can kick off the claims and reimbursement process The claims representative who was assigned to this issue said the form has not been returned, and without that we are not able to execute a claim to resolve Mr***'s complaint.If it was returned, please let us know If it wasn't we can reissue the claims form I realize it's extra paperwork and this is a frustrating issue, but we do need it for our internal auditing and insurance purposes When returning that form, I would ask that Mr*** copy me so I can be sure we follon this immediately My email address is ***.Best,Ryan E***VP, Operations

see abovee
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We recently resolved [redacted]’s claim.  When the initial order was created additional coverage was not purchased, which means that [redacted]’s claim would be able to be paid at a standard rate established by the moving industry. The standard payout for [redacted] would have been a total of $388 dollars.  We understood [redacted]’s frustration and offered him an additional $500 to try and resolve the matter.  He did accept the offer, and [redacted] has received a total of $888 in payment for the claim he submitted.  Below is a copy of [redacted]’s email, and attached is the document he sent us accepting the additional $500 to resolve the matter.

This issue is on us, and a miscommunication between us, and our partner.  [redacted] is a great customer, and I am sorry that we learned about this issue in this manner.    We will be contacting [redacted] to ensure that we’ve adjusted her subscription accurately, and will apply credit...

for the amount that she has been overcharged.  In addition, we will be offering [redacted] 50% credit for a month’s rent as she has had to spend her time dealing with this issue.  In addition to compensation back to the customer, we will be visiting with our team internally.    We’ve identified where the breakdowns happened since seeing this complain yesterday and will be visiting with those involved to correct this situation, and to avoid this from happening in the future.

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.
Thank you, [redacted]. I should note that on that Friday, I talked to Closetbox representatives many times and could not get any reassurance or apology from them. Only when I contacted the movers directly did the issue get sorted out. Please have Closetbox train its representatives to deal with these situations more effectively. Thank you.
Sincerely,
[redacted]

Our partner agent that serviced this customer failed to deliver on the original date.  [redacted] did prefer the 8th, and originally our partner had agreed to that date, but contacted her to inform her that they would need to do the 9th instead.   We were unaware of our agent's...

failure to deliver until the evening of 2/9, when she contacted us directly.  When [redacted] reached out to us, our customer service operations had closed for the day (she contacted us at 7:19 MST, we close at 7PM MST).  When we reopened on 2/10, we immediately reached out to the partner agent.  We did discuss with our partner, who did confirm that we sent the order and it had been accepted, but they failed to complete the order.  Due to this failure, we coordinate a same day delivery for 2/10 and had our partner rearrange their schedule in order to accommodate the customer.  We left them with no other choice due to their failure to deliver on an agreed upon date.    We have tried to contact [redacted] directly numerous times to resolve the issue as we realize this was an investment of her time, and we want to make it right.  Unfortunately, we have not been able to contact her directly.  We are absolutely willing to offer a waived delivery fee, as well as refund a month's worth of rent to compensate her for the time she spent moving her schedule around.   We agree that this is not an ideal experience, and almost never happens.  We have contacted our partner agent that fulfills orders for us in this market, and will address this issue with their executive team.    I am absolutely willing to speak with the customer on this issue.  She is still a customer of ours, and we really would like to make sure her experience from this point on meets the expectations that we have set. Thanks, [redacted]Director, OperationsClosetbox, Inc.

Complaint: [redacted]
I am rejecting this response because:Closetbox is wrong on several accounts.  The terms under which I contracted with Closetbox are completely different.  According to our documented emails, I contracted for $200 worth of included insurance coverage.  It was only after I made a claim 10 months later that I was made aware of the $0.60 per pound coverage.  Closetbox did not store, nor keep safe and return, one item worth $425 and I am entitled to at least the $200 I contracted for.  Furthermore, by not making it clear initially that one item was only covered for $6.00, I was not able to make an informed decision about whether or not to take the additional coverage, which presumably would have covered my lost item for it's full value of the $425 (the terms of the additional coverage have never been provided either, nor is this information available on their website). Also, I've always responded to Closetbox's emails, right up until they closed my case without any payment at all.
Sincerely,
[redacted]