College Application Education Project, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I do acknowledge the business's appropriate and appreciated customer goodwill refund amount of $455 made to customer's credit card. However, refunded out of pocket costs are only part of the requested complaint resolution. I have reviewed the response for this complaint made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not fully resolve my complaint.  There are numerous issues raised in the complaint and customer's request for administrative paperwork that are part of the transaction have not been made , or were not accurately/correctly uploaded as part of the business's message response. When I read the message sent to me, I perceive there is more information, but it is not readable,  (i.e., the response seems to be more extensive, but for technological reasons, the customer cannot read or receive the bulk of the business's response, or the message appears to be incomplete or its contents truncated. I wanted the paperwork as a record of the full transaction documentation. Of importance, is the staff's list of damaged property that was made part of the contract record at move-in. I also requested legible/readable copies of transaction paperwork. Until such time as I receive the requested administrative paperwork, and explanation from the Revdex.com, regarding the business's message that seems to be truncated,  I consider the complaint not fully resolved. 
While the Owner has made significant resolution efforts, it is not accurate to state that the complaint is fully resolved to customer's satisfaction.  To be fully and adequately satisfied, the customer asks for:1. receipt from Revdex.com of the business's full response to the customers written July 5 2015 complaint.
2. receipt of fully legible contract documents with legible customer signatures (a photocopy of the original will suffice).3. receipt of list of four items damaged during the move. This was signed by the staff foreman and the customer and made part of the final move in contract paperwork. This list includes: a. platform bedframe support bar (wooden). This was documented by staff on site as damaged at unloading/set up at move in site.b. the base of a lawyer-style bookcase (with glass swing up shelving). Two of four legs were severely damaged by rough handling/lack of appropriate secure, and was acknowledged as business's responsibility above and beyond contracted limitations.c. The "Shark" floor cleaning appliance. It was dropped from the truck onto the ground by rough handling of staff. The rotating head was irreparably broken off. d. a metallic shoe tree was damaged by lack of appropriate secure inside the truck on transport.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to the letter from John Phillips of Premier Storage let me offer the following:1.  I can assure you that at no time did I ever want and expect Premier storage to donate my items at their cost.  I had every intention of moving any items I no longer needed and donating them to [redacted]  I mentioned that to [redacted] when I spoke to her on the phone a week before I decided to move my items.  She stated over the phone and in person when I arrived that she would “donate the items to local women shelters in the area that she was familiar with.  She further quoted "Anything you do not want I know needy women organizations that would love to get this stuff.”   She volunteered to get rid of it as the items were in very good condition.  Most was new and had never been used.  I would have never asked her had she not offered to do so.  Once I got there she repeated it and I thanked her.  She said [redacted]. the worker on the loading dock would take care of it.  When [redacted] expressed an interest in a few items, I said fill free to take anything I have donated for yourself before, sending to the organization.  Then we helped him put the stuff back into the crates.  She offered for me to put any paperwork I had into the large dumpster.  I said no thank you as I wanted the papers shredded and loaded them to take with me.   2.  Regarding me calling when I was five minutes from the warehouse, let me inform you that I was on my way to [redacted].  I called her a week in advance in which my phone records will show, letting her know I was going to be coming.  I even spoke to her the Friday before informing her I would be there that Tuesday.  Monday was a holiday and I did not believe they would be open.  She asked me again to make sure I called her from the road as we discussed how late they could stay open.  She let me know the time they would be closing and said I needed to get there before then.  She had no workers available for overtime.  The morning of my arrival I called them several times leaving messages starting around 8:15 am to obtain the exact address in [redacted] they were located.  We left extremely early in the morning (2:00 am) trying to arrive and have ample time to load items before closing.  I was unable to reach them until after 9:00.  Once I did speak to her she apologized as she was in a meeting and just got back to her desk.  I told her we were on our way and she again apologized that she forgot that I was coming.  I asked her for the address and that is when she first informed me that they had just moved to [redacted] that Friday.  I was baffled but luckily we were five minutes away.  We were about to go past the exit heading to [redacted].  When I stored my items in August of 2004 not 2007 as Mr. Phillips claimed, it was with [redacted] Storage and not Premier.  I was still under the impression they were still in [redacted].  In no phone conversation did she ever mention they were moving or that my storage had been moved.  3.  As I stated in my first letter my storage was pre-packaged.  It was not originally in the crates that were presented to me during pickup.   [redacted] informed me that everything was placed in one room in a smaller space due to the move.  The numbers on the crates were not organized and was difficult to locate.  She stated over the phone that I had quite a bit of stuff.  The equivalent of three bedrooms of furniture.    My items were never packed in those wooden crates.  When we arrived she stated she was only able to locate two of my crates and needed to locate the others.  I asked if I could look through the ones she already found while they located the others.  She stated they had to be taken down and would be brought to the loading dock once I returned.  She stated “she believed there were four crates and would look while we went to take care of business.  She asked us to go to breakfast.  The last guy who was in charge, no longer worked there.  She was looking at the paperwork and the numbers on the crates were not corresponding with the locations.  Once we returned there was only one crate on the dock and the crane worker, [redacted] brought out one additional.  We went through those two crates but there was a lot of things still missing.  She said some of the furniture could have been on their sofa rack but she was unable to check at that time.  There were quite a few items missing.  As I stated the original company that picked up and loaded my three bedroom townhouse was [redacted] storage.  My items were packaged within a long truck that resembled a semi-truck that opened from the middle and not the back.  Those two crates could not hold items from three bedrooms, plus kitchen, living room, three bathrooms, and laundry room.  The gentleman from [redacted] called it a pod and quoted me a price of $300 to have my pod delivered to me anytime I decided to come back to [redacted], as they made trips back and forth continuously.   That was the reason I chose [redacted] and kept my items there so long.  I never signed any contracts with Premiere Storage, nor did they ever send me any information about new fees regarding having storage delivered or picked up.  I was only informed about the higher monthly fee which I did indeed pay.  4.  Regarding these additional costs they are now trying to charge me, let me assure you I had one long trailer pod with all my items stored inside.   My friends and I helped him put the items on the truck pod.  Technically if you are trying to charge me spurious fees we need to be clear that I originally had my items packed in one trailer size pod.  For one trailer size pod and two hours of dock time (11 – 1) that would be $155 minus the $50 tip the dock worker was given that would be $105.  My father gave the dock worker the tip as he was nice enough to take the items away.  [redacted] offered to get the items to the women’s shelter but we did not want [redacted] to feel like he was saddled with extra work.  Though he said he did not mind, we did not want anyone to feel slighted.  5.  My items were in storage since August 2004 as I stated earlier with [redacted] storage.  I did not need to tell them of any future plans as it was a storage facility and I was not required to at that time.  No one ever asked me for an exit date.   If that was the case they should have notified me and requested an exit date when they took over the company from [redacted] Storage.  Half of my items were lost in which I sent [redacted] an itemized list of the things that were gravely important to me.  Some had sentimental value as they belonged to my grandmother and cannot be replaced.  She never got back to me on the items that might have been placed on the “rack”.  6.  In his response email Mr. Phillips admitted to owing me $584.08 in which he stated he was mailing out a check to me on August 20th, 2015.  Today is August 26th, 2015 and I have not received any check to date.  7.  If I receive my $784.08 refund in full, I will consider the matter resolved.  However, if they wish to drag this on and not allow me to move forward, I wish to be compensated for all of my lost items.  Losing my grandmothers items is devastating to me but I was trying to move on.  [redacted] has inconvenienced me and given me enough dissembling apologies.  If Premier Storage wishes to add salt to the wound by charging me additional fees then I will be forced to follow suit.   I have been honest, fair and more than patient in my dealings with them.  However if this must continue then I will be forced to take further actions.   I have never dealt with Mr. John S. Phillips at any time during all of my dealings with Premiere Storage.  However I am glad as the President of the company he has taken an interest and wish to resolve this.  I would like to think the company has integrity and deals with their customers with a Spirit of Excellence.  Especially in a time where people are losing the gift of morality, principles and standards.  I hope we can end this and come to a fair resolution for all.  Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Did receive the check two days ago.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This action does not resolve my complaint for several reasons. First, we were told on several occasions that the mattresses and table would be paid for. This wasn't a single conversation where one could misinterpret what someone said, it was an ongoing dialogue for several weeks. I was told by [redacted] the day we scheduled delivery of the recovered mattresses and table that we would still be reimbursed for the items. Second the table arrived broken into 3 pieces. Third, the property damage claim has not been settled. We still have a hole in our ceiling awaiting repair. Was told not to move forward with repairs until the claim was settled. Have not heard back since the Revdex.com complaint was submitted. Finally, we have not received the settlement paperwork on the remaining 18 boxes that are still missing.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am satisfied with their response regarding the insurance claim.  I was contact by an insurance agent and told that our claim is being processed.  However, [redacted] also promised payment for a dry cleaning bill, but has not made that payment.  I will forward you the emails I received from him.  Regards,
[redacted]

I have received and reviewed in detail the customer complaint dated July 5, 2015. I truly regret and apologize to the customer that the move was not handled in accordance to his expectations. I have processed per his request a customer gesture refund in the amount of $455.00. The receipt for the refund is attached.
The following represents a response to his specific items stipulated in the letter:
1.