Cook Portable Warehouses

Complaint: [redacted]
I am rejecting this response because:  The exterior was painted.  The warranty does not specify what is pressure treated or not.  The warranty just says Lifetime Warranty:  Every Cook Portable Warehouse is built from pressure treated materials.  The pressure treated lumber we use enables Cook to extend: A LIFETIME WARRANTY ON EVERY BUILDING AGAINST DECAY OR TERMITE DAMAGE.
Simple stated, if the pressure treated lumber in your Cook Portable Warehouse is ever damaged by decay or termites, Cook will replace the damaged lumber free of charge.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

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

To Whom It May Concern, I am writing in regards to case #[redacted] involving customer [redacted].  Ms. [redacted] purchased a 10x12 Lofted Utility building from our company in April of 2013.  She contacted our customer service dept. on 12/19/16 and requested that we move...

her building from her current residence to another residence approximately 1 mile down the road.  She was quoted our standard in-town move price of $400.  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 $300. The building was moved on 1/4/17 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 instructed. Ms. [redacted] called our office again on 1/16/17 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 moved. Our 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 $200.  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 advertising. It is our position that Mr. and/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 $100 for an additional in yard move.

Revdex.com211 N. Broadway, Suite 2060St. Louis, MO  63102  RE:  ID# [redacted] N. [redacted] Dear Dispute Resolution Department, As Ms. [redacted] stated, her lease account was over 3 months past due, and as such our portable storage building was repossessed on 9/14/17...

due to the delinquent status of the account.  There where personal items belonging to the [redacted]’s inside the building at that time.  The [redacted]’s were instructed on 9/14/17 that those items would be released to them when they cured their past due balance.  On 9/15/17, the [redacted]’s cured the past due balance via credit card and arrangements were made to have their items made accessible for them to retrieve. The items were made accessible as of 9/21/17 and we were waiting for them to come and retrieve.  As of 9/25/17, they had not done so.  At this time I believe they have arranged to retrieve their belongings and all is proceeding smoothly.Thank you. Sincerely,[redacted], MBACollections Account ManagerTell us why here...

Good Morning, I am writing in regards to case# [redacted] concerning customer [redacted].  Mr. [redacted] has been a wonderful customer and we certainly appreciate his business.  After reviewing the facts related to his account, it appears that we made a mistake in our billing dept. ...

Please see the response below, which was sent to Mr. [redacted] by our accounts manager.  Mr. [redacted] has been contacted, his account has credited, and our staff will review this incident in our weekly training session. Version:1.0 StartHTML:0000000149 EndHTML:0000004030 StartFragment:0000000199 EndFragment:0000003996 StartSelection:0000000199 EndSelection:0000003996 Hello Mr. [redacted], I would like to say we truly do appreciate your business.  I have reviewed your account per your letter of concern regarding the amount owed. You are correct in stating that you have paid the final payment due.  We bill at the end of every month for that month's rent.  It is called billing in the rears. This way more people can come in and get a storage unit with simply putting down the deposit and not having to pay the first month's rent until the end of the month. You requested pick up on your storage building on 11/30/15 and we were out on 12/09/15 to pick it up as requested.  Typically this would have made your last payment due for the month of November in the amount of $303.84 on 11/30/15. We did receive a payment for this on 01/04/16 ck# [redacted] in the amount of $304.00.  The check was later returned to us on 01/10/16.   You then sent in another check that was received on 02/21/16 # [redacted] for $349.00.  This covered the payment of $304 and the return check fee of $35.00. The reason I said typically before was due to the fact you paid $115.00 by ck# [redacted] when you traded up to the larger building back on 01/19/15.  The difference in the deposit went form $250.00 to $300.00 which left you a credit of $65.00 on your account. Then by rounding up your payment every month to an even amount of $304.00 you were actually paid ahead for the month of November's rent for $66.48. Therefore your Final Bill should have been in the amount of $237.35. What happened was a lack of understanding on our own part.  The employee at that time who was placed in charge of Final Billing must have gotten confused.  What happened was you were billed the $237.35 plus the amount of the returned check and the return check fee. I am truly sorry for several things here. We should have done a better job reviewing your account for the actual balance due.  We should have then tried our best to contact you concerning the amount due.  It could have been as easy as sending you an email reminder.  Then on both occasions when you called in on 01/19/16 and again on 04/12/16 concerning this issue, no one offered to send you over to me to speak with you concerning this.  Nor did anyone send me a simple email to review the account since you obviously did not agree with it nor were you explained what you were being billed for in a satisfactory way to insure you knew what you were being billed for. Again all I can say is that I am truly sorry and that this matter and it is being addressed with my staff today. I also feel we owe you more then just the apology.  Since you were only truly due for $237.35 and you paid $349.00, I am placing a credit on your other storage building that is a 12x16 acct# [redacted] for the difference of $111.65.  This includes waiving the return check fee as a courtesy due to our failure in providing customer service. I will contact the outside credit collection agency at the end of this email to inform them of our mistake and to halt all collection activity and to be sure to remove the error that has been placed on your credit report. Again please accept my apology and thank you for sending the letter in so that way I was made aware of the situation. Your account # [redacted] now has a credit balance of $149.19 which is made up of the credit of $111.65 and the credit that you already had on your account of $37.54 by paying $150.00 a month. Sincerely, [redacted] Accounts Manager

Good Afternoon, I am writing in regards to case #[redacted] involving customer [redacted].  Mr. [redacted] requested that his building be picked up on 8/12/16.  His building was recovered 12 days later on 8/24/16.  Per the terms of the lease, 30 days notice is required and we do...

not prorate months.  Mr. [redacted] had full use of the building until 8/12 and he was billed for the month of August in the amount of $252.50 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 rendered. Any and all documentation pertaining to this account is available by written request.

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 9/23/16.  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, [redacted], who provide a quote in the amount of $321.  Ms. [redacted] was also informed that a deposit equal to 50% of the move cost + a past due balance of $253.41 is required up front before the move is scheduled.  Ms. [redacted] called back on 10/12/16 and payed $165 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.

Good Afternoon, I am writing in regards to case#[redacted] involving customer M.C. [redacted].  Mr. [redacted] entered into a lease with option to purchase agreement with our company on 2/20/15 and took delivery of a 12x20 Utility building on 3/18/15.  It is our understanding that, at the time of...

delivery, Mr. [redacted] was in a relationship with and living with [redacted].  Shortly thereafter, Mr. [redacted] moved out and stopped paying payments on the building.  We made contact with Mr. [redacted] and informed him that his building would be repossessed if he did not bring the account current.  He informed our customer service team that he no longer lived at the address and had no interest in keeping the building.  However, he informed us that [redacted] may want to assume the lease and make the payments.  We contacted [redacted] and she payed the past due balance owed but declined the offer to assume the lease.  At this point, we decided to exercise our right to recover the building because the person who signed the lease agreement, Mr. [redacted], was refusing to make payments and [redacted] had declined to assume the lease.  We aren't in the business of allowing customers to keep buildings without paying for them.The building was recovered on 5/13/16.  On 5/26/16 Mr. [redacted] called our customer service dept. and began exploring the option of having the building re-delivered to same address.   In short, we found out that Mr. [redacted] had moved back in with [redacted] and was now regretting the forfeiture of his building.  Our customer service rep informed Mr. [redacted] that we would gladly re-deliver the building but there would be a fee associated with the cost of re-delivering the building. This, of course, they found to be unacceptable and decided to file a complaint against our company.   As always, all documents are available for review upon written request.

Initial Business Response /* (1000, 5, 2015/06/18) */
I am writing in regards to case #XXXXXXX involving Ms. [redacted].
Ms. [redacted] placed an ordered for an 8'x12' portable building on 4/20/15 and affixed her signature to page 4 of the order form. Page 4 of our standard order form outlines...

our delivery policies, one of which, is that the customer is responsible for removing all obstructions prior to delivery.
In an effort to provide the highest level of customer service, we offer site checks at no charge to our customers. However, we have no record of Ms. [redacted] ever requesting a site check. The local Orlando dealer has no knowledge or record of her request and no one in our corporate office has record of any such request.
When our delivery driver arrived at Ms. [redacted]'s residence, he quickly noticed that her backyard was surrounded by a privacy fence and the gate opening was only 6ft in width. We are unable to fit an 8ft wide building through a 6ft opening. Ms. [redacted] was informed that one section of the fence would have to be removed before the delivery could be completed. She refused and the order was cancelled. It is our policy to retain the customer's deposit ($200 in this case) to cover the expenses incurred by attempted delivery.
We cannot say with certainty that Ms. [redacted] did or did not request a site check. However, we believe that Ms. [redacted] still bares a large portion of the responsibility in failing to measure her gate. It is very apparent that a 8ft wide building will not fit through a 6ft wide hole.
In an effort to maintain good relations, we are willing to refund 1/2 of the deposit. A refund in the amount of $100 will be issued to Ms. [redacted]'s credit card on file.

This customer has had 5 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 fees. Per [redacted]’s note entry on 12/29/16 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 5 late fee waivers and were not going to forgive anymore.  Customer threatened lawyer. Per [redacted]’s note entry on 1/5/17 he called wanting to argue about [redacted]’s ability to do his job,  [redacted] attempted to explain that payments go to oldest debt first so the $300 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 again. Then 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 10 a.m.  He seemed fine with that arrangement.  Then we got the Revdex.com complaint this morning before the 10 a.m. time frame. Incurring 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 case. It 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 5 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 1 more late fee of $35 but that is the final waiver.  This will now total 6 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 1/20/2017.   So it appears as of now this has been settled.

I am writing in response to complaint #[redacted] in reference to customer [redacted].  We have no record of a customer by the name of [redacted].  However, we do have a customer by the name of [redacted] residing at the same address.    Mr. [redacted] chose to...

purchase a portable building through our Rent-To-Own program and entered into an agreement to pay 48 monthly installments.  Before taking delivery, Mr. [redacted] reviewed and signed 2 documents that outlined the details of the RTO program.  First, he was presented with an order form.  Page 3 of our order form outlines the details of the program and discloses the amount of each payment being applied to the lease and the amount being applied to purchase.   Next, on the day of delivery Mr. [redacted] was presented with a lease document which also outlines the details of the lease in great detail.  In accordance with all truth in lending laws, this document outlines the amount of each payment as well as the total amount to be paid over the life of the lease.  Mr. [redacted] attached his signature to both documents.We offer Mr. [redacted] two resolutions.  1) He may exercise his right to purchase the building at any time with no penalty.  Simply, pay the remaining balance owed and the building will be paid in full with no further lease payment.  2) Mr. [redacted] may return his building to us at any time which will end his lease agreement.  He will still be responsible for any outstanding debt or late fees to date.Our company is headquartered in Southern IL.  Thus, we maintain accreditation through the St. Louis, MO chapter of the Revdex.com.   This is easily verified on Revdex.com.org.Thank you for your attention to this matter.  All documents are available for review upon written request.Respectfully,[redacted]