Cook Portable Warehouses

Good Morning,I am writing in regards to case # [redacted] involving customer [redacted] *** The details of this complaint have been submitted to our billing manager and they will be in touch before the close of business today We encourage our customers to contact us directly should they have questions concerning their billing statement We are always happy to answer questions and assist them in any way possible-CPW

Good Morning, I am writing in response to case # [redacted] concerning customers [redacted] & [redacted] Ms [redacted] contact us several times in early September in regards to her past due balance and to inquire about the payoff balance owed on her building There was no mention of move request until 9/23/ On 9/23, Ms [redacted] called into our office and requested a quote to move her building Her call was handled by our move specialist, ***, who provide a quote in the amount of $ Ms [redacted] was also informed that a deposit equal to 50% of the move cost + a past due balance of $is required up front before the move is scheduled Ms [redacted] called back on 10/12/and payed $toward the move Our driver completed the move on 10/24/16, even though our policy prevents us from moving a building with a past due balance We waived our policy and completed the move in order help the Mr & Mrs [redacted] All phone logs and documentation are available by written request

Hello,I am writing in response to case # [redacted] involving customer [redacted] *** We would like to thank Mr [redacted] for his business and we sincerely apologize for the difficulty he has encountered Mr [redacted] was contacted today (4/15/16) by one of our customer care team members We are dispatching a repair crew on 4/to resolve any issues Mr [redacted] may be having Further steps have been taken to our customer service continues to exceed customer expectations

Good Afternoon, I am writing in regards to case # [redacted] involving customer [redacted] Mr [redacted] requested that his building be picked up on 8/12/ His building was recovered days later on 8/24/ Per the terms of the lease, days notice is required and we do not prorate months Mr [redacted] had full use of the building until 8/and he was billed for the month of August in the amount of $It is our position that Mr [redacted] simply does not want to pay his bill and expects someone to tell him it's ok if he doesn't We are very sorry that he was unable to use his building for his business, but as a fellow business owner, I'm sure he would expect to be paid for services renderedAny and all documentation pertaining to this account is available by written request

This customer has had late fee waivers to date (6/15/15, 11/28/15, 4/25/15, 4/3016, 10/4/16) It appears that his complaint to me last night was that he felt like when he pays a full payment the payment shouldn’t go toward the late fee first and that he was told at one time that he could pay a small additional amount that would go toward eliminating the late feesPer [redacted] ***’s note entry on 12/29/he called ranting and called her psycho when she tried to explain the late fees to him She explained oldest debt is paid first and notified him of the fact we have already granted late fee waivers and were not going to forgive anymore Customer threatened lawyerPer ***’s note entry on 1/5/he called wanting to argue about ***’s ability to do his job, [redacted] attempted to explain that payments go to oldest debt first so the $electronic check he processed would address Nov LV, Nov payment, then December Late fee and some of December payment Customer became rude and threatened lawyer againThen I spoke with him and was completely pleasant with him, listened to his complaint and agreed to look into his account in detail and call him back today around a.m He seemed fine with that arrangement Then we got the Revdex.com complaint this morning before the a.mtime frameIncurring a late fee and not paying enough to cover the late fee & the payment will cause the account not to be current and could cause additional late fees due to not being current This was explained to him but he was in disagreement that that should be the caseIt appears that this is a chronic issue with this customer and he is gaming the system I believe he thinks if he complains enough that we will continue to waive late fees since we have waived on the account so far I am inclined not to waive any more, however I explained to the customer that being that I am the new account manager I would waive more late fee of $but that is the final waiver This will now total waivers on the account I then explained it is his responsibility to pay in full and on time if not no additional late fee waivers will be granted He was in agreement and said would be paying the rest that is due on the by 1/20/ So it appears as of now this has been settled

To Whom It May Concern, I am writing in regards to case # [redacted] involving customer [redacted] Ms [redacted] purchased a 10xLofted Utility building from our company in April of She contacted our customer service depton 12/19/and requested that we move her building from her current residence to another residence approximately mile down the road She was quoted our standard in-town move price of $ She did not like the price and stated that she thought it should be free As with most businesses, we do not work for free However, in an effort to help her out, we lowered the price to $The building was moved on 1/4/and placed on the property per the instructions of husband [redacted] Our driver questioned the placement of the building at that time and [redacted] insisted that we place it where he instructedMs [redacted] called our office again on 1/16/and stated that she was not happy with the placement of the building and that our delivery driver did not place the building where he was instructed to place it This is simply not true Mr [redacted] signed off on the placement of the building on day it was movedOur customer service rep told Ms [redacted] that we would gladly come back to her address and move the building again but the price for an in-yard move is $ Ms [redacted] became upset and once again, made it known that she thinks we should work for free She also threatened us with a Revdex.com complaint and negative word of mouth advertisingIt is our position that Mrand/or Mrs [redacted] decided that they didn't like the location of the building after they signed off on it and refuse to bare any responsibility for the decision In an effort to maintain a good relationship, we are willing to reduce our fee to $for an additional in yard move

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meId like to thank you again for taking the time to look into this matter and correcting the matter. This is why I will use Cook Warehouse in the future for any storage needs that may ariseTHANK YOU!!
Sincerely,
*** ***

To Whom It May Concern,Thank you for asking me to respond concerning the Revdex.com complaint number ***I have become familiar with the accounts information as I have been involved with the customer contacts via email, and remember a part of it that involved us calling and verifying a police officers identityIn short and based on our experiences with this customer / account, our fraud prevention measures have been activated and all correspondence and communication will be handled by managementOnly after completing an identity verification procedure will we share any information with any private partyI have included multiple attachments that include the order form, lease, the account notes with exploded views attached to ensure the entire note is visible, all of the recent email correspondence requesting that the writer call us, the account payment history, and a copy of a letter that was sent announcing a deadline for contents collectionI highly recommend reviewing that attached notes file but most of it is summarized in this write up.The relationship began with a not so business as usual start upThe first encounter that we at corporate had with the customer was a pricing dispute call that happened the morning that we received the accounts new orderThe customer signed documentation and completed an order at our FtWorth lot and then went to our Dallas lot to do pricing comparisons on differently aged buildingsAfter researching and then learning of the encounters at the separate sales lots we attempted to contact the customer to respond but there was no answer and we were unable to leave any voice mail as it was fullThe building was delivered on June 11, The contract was signed by the wife but using Mr*** nameThe first payment became due on the account on the date of June 30, Two days after that account payments due date we received a call from Mr*** claiming that he had not ordered any building from us and that a person name *** *** had placed the order and had a building delivered in his name to an address that he did not live atThis call then inspired us to dig a little deeper into the matterWe conducted interviews with our local dealership, our sales team, and the driver that handled the deliveryThe dealers and delivery agent all reported odd items compared to the typical processThe local dealer stated that she had been contacted by Mrs*** to announce her arrival in a few short moments and then failed to keep that unnecessary appointment time but then came by late in the afternoon which ultimately required our local dealer to work longer then scheduled hours to complete the ordering processAdditionally, there was contact with Mr*** via phone call but he was not present at the time of the order and then at the end of the process she signed his nameThe driver that handled the delivery and set up of the unit commented about a few other odd items including the lack of readiness of the delivery siteHe had to remove the fence to complete the installation of the unitAfter that, he spoke to Mr*** over the phone who wanted the building placed in a location that was not a ready site and in fact a hill that would cause the building to be out of levelWhile it was not observed by the driver at the time, the lease was signed by her using his nameIn summary, a man that we never saw or met ordered a unit to be delivered to a place that he did not live and then he did not sign the documentationAll of these items, coupled with the delinquent rental payment inspired a recovery order on this newly delivered unitOn the date of July 11, we recovered the building at approximately 11:00am CSTSoon after that around 1:15pm we then received a call from a man who identified himself as Mr***He called to follow up and confirm that we were going to visit the location to recover the unit, during the hold window and while the service rep was acquiring the information about the confirmed recovery, Mr*** left the line without receiving the requested informationThe following morning July 12, 2013, we received a phone call from Mrs*** wanting to know if we had recovered the unit and caused all of the property damage or if it had been stolen and she needed to file a police reportWe advised her that we did recover the building and thenwe also recommended to her that she get the local police department involvedTwenty minutes later we received a phone call from the local police departmentAfter receiving the identity information from the officer on the phone, we put him on hold and followed up with dispatch to confirm that they had a responding officer by that name and badge number before we went back to the line to help him with his reportWe provide some of the requested details to the officer regarding the account, including the fact that we are willing to work with this woman and allow her to collect her personal items in a structured, orderly, procedureHe was not really interested and stated that it was a civil matterHe did provide a contact phone number for her that was different then any of the phone numbers that we had collected during the order process days agoWe also followed up with the recovering agent who advised that he was not very sure about "damaged property" comments and continued that it was a smooth recovery, nothing dramatic at allDue to the blocked in status of the building at the lot that it was dropped off at, we had to make arrangements for her to come collect her personal items about at the beginning of the following weekWe then followed up with Mrs*** at the phone number that had been provided to us through the responding police officerWe provided location, date, time, and general process of contents retrieval appointmentshe stated that she would just contact her attorney and left the lineAt approximately 4:00pm we called again she answered and we were then able to get through the details of that appointmentShe agreed and we were setWe also sent a certified letter(copy attached) to her announcing our intentions to dispose of the personal property after the date of July 22, 2013.The building was made accessible for Mrs*** to collect all items on date of July 16, 2013. Any items that were left in the building after the date of July 25, were disposed of.Please find all of the account notes attached along with a copy of the certified letter sent to Mr*** regarding the contents of his building. As we have made clear on two previous occasions, we cannot provide any further account information to Ms*** until she satisfactorily verifies her identity. Respectfully,*** *

Complaint: ***
I am rejecting this response because: The way they talk to me on the phone and they talk to their customers is very rude and unprofessional both people that were mentioning this letter were completely rude and called me discriminating names and hung up on me they charge things that aren't supposed to be charged they also charge me $every time I make a payment and in their disclosure it says they are not allowed to charge you $that you can get that $waved when you make a payment they do nothing but manipulate the system and lie and nickel and dime you for everything they need to have better customer service skills and know how to talk to their customers without belittling them and half the late fees that they said they waved we're due to their fault as long as you make your payment in full every month that money should not go to anywhere else but the payment you made for that month in full if you do you have any late fees as long as you make your final payment every month you were allowed to pay a little extra toward any late fees that may have occurred they're saying when you make a payment if you have any late fees that they take the money that you paid your payment in full and put it towards your late fees that's not what the small closure says bottom line is they need to talk to their customers with respect because a lot of reviews and from other customers they go through the same thing Thank you
Sincerely,
*** ***

To Whom It May Concern, I am writing in regards to complaint #*** involving customer *** P ***. Mr*** has had a lease to own account with Cook Portable Warehouses since March 24th, 2016. During that time he has had several occurrences with slow payments due to work
issues or illness. We have always and will continue to respectfully work with Mr*** through these types of issues as we have with every other customer we serve.Mr*** had requested that we communicate with him through email due to his work and sleep schedule. The emails and mailings that Mr*** has received are standard notifications merely informing him of the status of his account. This is done with the hope of rectifying any account issues and avoiding any escalated actions. Many of these notice are automatic and contain standard verbiage.After reviewing all communications we have had with Mr***, we have in no way been "nasty" and we only became aware that Mr*** had any concerns after receiving his Revdex.com complaint. At Cook, we remain dedicated to excellent customer service and look forward to helping Mr*** with any concerns he may have. He is welcome to contact our Collections Account Manager directly by dialing *** or via email at ***@cookstuff.com

Do you want the address where the shed was removed? *** *** *** *** Are you want my current mailing address? *** *** *** *** *** ***

Initial Business Response /* (1000, 5, 2015/11/30) */
To Whom It May Concern,
I am writing in response to case #XXXXXXX concerning Mr*** ***
Our customer service manager has been in contact with *** and our warranty repair team is scheduled to visit him very soonWe have
reviewed his photos and will determine the nature and cause of the leak during the visitShould the leak be the result of faulty materials or craftsmanship, his building will repaired free of chargeWe will do everything within our ability to rectify the situation in a timely manner
We appreciate Mr***'s businessShould he have any more questions or concerns, he is welcome to speak to me directly at XXX-XXX-XXXX

We had just got the shed less than a few weeks prior to the removal and the payment was not due. A and when I call the police they stated I need to call the company to see if they picked it up When I notify the company they continuously gave me the run-around about the shed and then
finally after numerous calls they stated that it was picked up by themWhen I asked them what was the reason they couldn't give me a reason for picking it upI asked them if a payment was due because according to the dealer where we purchased it or ordered it from they stated that the first payment wasn't due until a certain date and that date hadn't passed I I never received correspondence are a phone call stating that a payment was dueAccording to the payment booklet the payment wasn't due. They removed it illegally!!!!!

Initial Business Response /* (1000, 5, 2015/10/12) */
I am writing in response to case #XXXXXXX concerning customer *** ***
Ms*** ordered a building from our company on 9/18/The building was delivered shortly thereafter and Ms*** began making her schedule payments
Everything went well for the first few months but in May of 2013, Ms*** stopped making her paymentsOn 7/22/our accounts receivable deptmailed a letter to Ms*** explaining that she was in danger of having her building repossessedOn 8/8/13, we received a phone call from Ms*** in which she asked us to pick up the buildingAs per our lease agreement, a customer may return the building at any point during the lease and will only forfeit the initial deposit and payments madeThe building was retrieved on 11/13/
Ms*** is correct in her account of the situationWe did, in fact, remove the building more than days after her requestHowever, she was no charged for that periodShe received two months of free usage
The $in question represents rent & late fees never paid during the months of May, June, & July of
In summary, Ms*** was not charged following her pirequestAll billing ceased as of 8/8/The amount owed reflects unpaid rent in the months preceding pick upMs*** has been a wonderful customer and we would gladly do business with her in the futureShould she wish to speak to someone concerning her account, she may reach us at XXX-XXX-XXXX
As always, account documentation is available for review by written request

Hello,I am writing in response to complaint ID *** involving customer *** ***.Mr*** *** opened his rent to own contract with Cook Portable Warehouses on 4/26/2010. The account number was ***. The portable storage building that Mr*** rented
was a 10xlofted barn Serial # *** * ***. Mr*** had begun to experience payment issues and was presented the option to either pay the amount to cure the account current or perform a restructure of the account that would allow him to get current and lower his payment through the restructure process. This was discussed with *** *** and his wife Shannon via a conference call on 12/15/2011. They chose to perform the restructure option while on the phone and paid the required amount to initiate the restructure process which was considerably less than the total amount due to bring the account current through the conventional method of paying the past due amountThe restructured lease was mailed to Mr& Ms*** via certified USPS mail on 12/28/2011, tracking # *** *** *** *** *** and the signed certified receipt was received back on 1/11/2012. The restructured lease was received back signed by the customer Mr*** on 1/25/and the restructure process was completed. This restructure caused the account number to change from *** to but in essence was the same account except it now had a lower payment than the original lease. The 10xlofted barn Serial # *** * *** remained in the possession of Mr*** throughout this process at the original delivery address. The customer paid on this restructured lease until July and then ceased paying. He had missed his first payment which came due on 2/29/on the restructured account and was behind from that point going forward. Cook Portable Warehouse began active recovery procedures to acquire our building back in August 2012. The building was retrieved on 8/31/due to delinquent account issues. At the time of building retrieval it was discovered that Mr*** was apparently renting the property to another party and the ***’ were no longer at the address. If Mr*** moved in October 2011, he continued to pay on the building until 7/28/after signing the restructured lease that was mailed to him and did not provide Cook Portable Warehouses with any information regarding a possible movePer the legally signed lease, signed by Mr***, all payments for rent and all costs associated with recovery of our building are the responsibility of the Lessee. Therefore, a Final Bill was mailed to Mr*** on 12/28/informing him that the amount of $was due to satisfy the past due rent and recovery expenses. Mr*** did not cure this Final Bill, therefore the amount was turned over to *** *** out of Paducah, KY on 1/30/and a subsequent collection item place in his credit bureau at that time. That amount is still outstanding and has yet to be paid

Initial Business Response /* (1000, 5, 2016/01/05) */
HelloI am writing in response to case #XXXXXXX in regards to customer *** ***
Mr*** is a wonderful customer and we appreciate his businessUpon further review by our engineer, we aren't sure what is going on with Mr
***'s buildingThe gap around the door is perfectly normalThere is a door stop behind the gap which should prevent any water from entering the buildingIn an effort to resolve the situation, we will be contacting Mr*** within the next hours to schedule a visitWe would like to send someone out to survey the problem and fix it

Good Morning, I am writing in response to complaint ID #*** involving customer *** ***. First, I would like to thank Ms*** for her businessWe appreciate the faith she has put in our company to meet her storage needs. Ms*** purchased a building from our
company and elected to utilize our Rent To Own program. She was presented with the option of 36-month or 48-month terms and she selected the 48-month plan. At no time, have we offered a 24-month plan to our customers. Ms*** signed two legal documents (the order form and our standard lease) which clearly outlines the terms of her agreement. The Schedule A of the lease clearly outlines the total amount to paid in a manner which complies with all state and federal laws. Ms*** clearly affixed her signature to this page. Ms*** has also been in contact with our collections department on several occasions to inquire about the amount owed on her building. All documents, including the original order form and lease are available by written request

Good Afternoon, I am writing in regards to complaint #[redacted] by customer [redacted].  After reviewing the photos supplied by Mr. [redacted], we agree with the initial assessment provided by our customer service team.  The door casing surrounding the pre-hung door is built using...

non-pressure treated lumber and thus, is not covered under our warranty.  The warranty covers only pressure treated components. The siding on Mr. [redacted]'s building is exhibiting cracking and weather checking caused by prolonged exposure to the sun with no preventative maintenance.  From the photos it appears that the building has not been painted, sealed or stained in the 6 years since we delivered it.  It is unreasonable to expect wood to remain unharmed with no preventative maintenance.  You cannot drive your car for 6 years without changing the oil and expect the dealer to cover the cost of a new engine. We appreciate Mr. [redacted]'s business and we hope to find an amicable solution.

HelloI tried to send a reply back and it wouldn't go through. I had 2 family emegenciess and I had to go out of state that's when I found out that the complaint had been closed.However... I do have a reply to submit.Myself and Mr. [redacted] (husband) was together during various units. Me and my husband had visit several locations until we found the exact unit we were searching for at the red oak / Midlothian location. We have visited another site who informed us that there was a unit available at another location and Cooks guarantee is to price match. The representative told us to make sure that we let the other location know because there is a lot of discrepancies in Cook's price matching offer. Me and Mr. [redacted] visit the red oak / Midlothian location and both agree that that was the unit that we had been seeking which was a larger unit with a loft.  We spoke with the representative and she informed us that we needed money order I believe in the amount of $300 for the deposit. Mr. [redacted]Mr. [redacted] had purchase the money order for the deposit. We both presented our IDs to the rep and stated that I wanted to be listed as a cosigner and my husband as the primary signer. The representative went over all of the paperwork with us and we both agree that we wanted the unit and missed her back is presented her with the deposit. My husband got up and said he need to go to the restroom and he informed the representative it was fine for me to sign on his behalf. The representative stated she would make sure that I was listed as a cosigner so if I needed to call regarding the account that there would be no issues.Please have the company present the original signed documents with our IDs that we presented to the representative. How can I claim to be my husband? How do an establishment let me order a custom storage in someone else name and show my ID and sign someone else name as well as list me as a cosigner? There's no way possible I can be two individuals in one.The original matter regarding prize was not a major issue as stated in their statement. We were told they honor company price match. The location and [redacted] stated they would honor the price as advertised because it's their company policy. The rep also stated they were thinking about no longer offering the units because it's always a problem in the prophet is not worth the hassle. She said she would know the price match on the paperwork because if it's not noted prior to the deposit being placed the company will not honor it and make a big issue out of it.

Hello,I am writing in response to case #[redacted] involving customer [redacted].  We would like to thank Mr. [redacted] for his business and we sincerely apologize for the difficulty he has encountered.  Mr. [redacted] was contacted today (4/15/16) by one of our customer care team members. ...

We are dispatching a repair crew on 4/19 to resolve any issues Mr. [redacted] may be having.  Further steps have been taken to our customer service continues to exceed customer expectations.