Door to Door Storage Inc

Complaint: ***I am rejecting this response because:
I appreciate Ryder Dedicated Services for having reached out to me and apologizing for their driver's actions, but Door to Door still has not contacted me. It is now eight days since Door to Door was made aware of this incident and I have heard nothing from them. All I asked for was an apology and they seem too arrogant to offer one up. This inability to assume accountability demonstrates a lack of responsibility and reflects Door to Door's lack of concern for those impacted when their service is poorly delivered.Sincerely,*** ***

Complaint: ***I am rejecting this response because:Although the confirmation email did say those things mentioned, those are completely different from what the customer representative said when I called to consult about their serviceThose are also completely different from what they said in the quote email they sent to me (attached here)Over the phone call, the Door-to-Door representative named Andria C*** told me that after they pick up the containers on 7/30, they would ship them on 8/and then my belongings would arrive on 8/The following quote email confirmed what she saidNeither the representative nor the quote email mentioned that they need such a long window (8/6-8/11) for the arrival of my containers and the delivery would be even after thatOnly after I agreed to use their service and paid deposit, they sent me the email with dramatically changed service termTherefore, this is a completely dishonest business practiceDoor-to-door deliberately cheat and mislead customers to use their service and changed their promise only after the customers have paidI am requesting a full refund of cost they charged me. Sincerely,*** **

August 20, 2015 Complaint DepartmentRevDex.com RE: *** *** Case # ***To Whom It May Concern:We apologize for any misunderstanding regarding *** *** shipment from Massachusetts to MichiganWe have reviewed the recordings of *** *** phone calls and the quote email provided and do not show any conversations or documentation indicating that *** ** was ever told that his belongings would be delivered to his final destination on August 5th. Both the quote and confirmation email show what was discussed and scheduled for *** **Initial delivery July 28th, pickup July 30th with an estimated arrival date at the receiving warehouse between August 6th and August 11th; based on the estimated ship date of August 3rd as shown in the quote email *** ** providedWe strive to provide exceptional customer service and attempt to set clear expectations for all customersAlong with the phone conversations *** ** had with our Sales Consultants; Door to Door provided *** ** a final confirmation emails outlining scheduling and pricing for his order*** ** accepted the scheduling, pricing and the terms of Door to Door Services Agreement July 21st at 2:07pm PST. Door to Door fulfilled *** *** services as per out Service Agreement. We feel no refund is due to *** ** and would like to offer this as our formal responseThank you for your time and assistance with this issue.Best regards,Stacy N***Call Center ManagerPhone: ***doortodoor.com

February 13, Complaint Department Revdex.com RE: ***, *** Case # ***
To Whom It May Concern: Thank you for your recent letter regarding Ms*** experienceWe were disheartened that Ms*** experience has caused her to take further actionWe have reviewed Ms*** account and found that there are no erroneous charges to her account as explained when she contacted us on February 1st, Door to Door records do indicate that Ms*** experienced issues with our online payment system in the past but Door to Door was never able to validate and in some cases not made aware of the issueMs*** contacted Door to Door on April 12, claiming trouble with our online payment system at which time the late fee was waived from her account as a courtesy and she paid her account in fullThe account then fell past dueA partial payment was received via an online payment on June 11, and again on August 11, Ms*** then contacted Door to Door, speaking to a representative on August 16, claiming past issues with the online payment system and requesting to have the outstanding balance of $(late fees assessed to the account) waivedThe request was deniedAugust 30, a rental increase letter was mailed to Ms*** last known address on file as required per her contract and a partial payment was received via an online payment on November 11, A copy of that letter is attached per Ms*** requestA $balance remained on her accountDoor to Door attempted to reach Ms*** by phone regarding the past due balance on January 20, Ms*** then contacted Door to Door on February 1, 2017, speaking to a representative at which time the charges were explained to Ms*** and a copy of her account history was providedMs*** did not disclose any issue with online payments at that timeWe would like to offer this as our formal response and thank you for your time and assistance with this matterBest regards, Stacy N*** Call Center Manager Phone: 253-867-***@doortodoor.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

June 4, 2015 Complaint DepartmentRevdex.com RE: *** *** *** Case # *** To Whom It May
Concern: Thank you for your recent letter regarding the above mentioned customerWe were disheartened that Ms*** experience has caused her to take further actionWe have been in contact with Ms*** and she has retrieved her items from storageWe would like to offer this as our formal response and sincerely apologize for any inconvenience Thank you for your time and assistance with this issue. Best regards,*** ***Call Center ManagerPhone: ***@doortodoor.com

September 17, 2015 Complaint DepartmentRevdex.com RE: ***, *** To Whom It May Concern: Thank you for
your recent letter regarding the above mentioned customerWe were disheartened that Ms***’s experience has caused her to take further action.Our CEO has reached out to Ms*** and they are scheduled to discuss her situation further this Friday, at which time they hope to rectify the situationWe would like to offer this as our formal response at this time Thank you for your time and assistance with this issue. Best regards,Stacy N***Call Center ManagerPhone: ***doortodoor.com

Complaint: ***I am rejecting this response because:It is not that I "misunderstood" you but rather you were "misleading" meI have no problem understanding any of your phone sales representativesI did not record my phone consultation with your representative so I cannot confirm what you've saidPlease provide the talk record or the transcript to me As I have stressed, the terms about delivery time only changed after I placed the order and paid the depositChanging terms and conditions after the customers paid is a commonly used but yet dishonest business practiceAny of the information you provided, including what the sales representative says and the quote emails should be trustworthyYou cannot change the terms afterwards and blame the customers not reading the fine prints. Therefore, I insist my request of refund. Sincerely,*** **

June 1, 2016
Complaint Department
Revdex.com
                RE: [redacted], [redacted]
                Case # [redacted]
To Whom...

It May Concern:
Thank you for your recent letter regarding the above mentioned customer.
Door to Door Storage prides itself on customer service and delivering an outstanding product at competitive prices.
We have reviewed Ms. [redacted]’s claim and are unable to validate the claim.
As mentioned, our records do indicate Ms. [redacted] spoke to Mr. [redacted] in January. At that time Mr. [redacted] and Ms. [redacted] discussed storage as well as long distance move services. Because Ms. [redacted] was uncertain of her final destination (Manhattan, Boston, New Haven, CT, or Utica, NY), and shipping date (April or May) Mr. [redacted] was unable to provide firm pricing for Ms. [redacted]. He does, however, provide an estimate based on a move to Manhattan.  Mr. [redacted] states the price would be “around $2400.00 for shipment to Manhattan in April”, “almost the same price for Boston”, “approximately $100 more” for New Haven, and that delivery and pickup services were unavailable to Utica, NY.
At the end of May Ms. [redacted] spoke to Ms. [redacted] regarding scheduling a long distance move for this June to New York. Ms. [redacted] mentioned during that call her claim of having been provided lower pricing during her initial phone call. We were unable to validate Ms. [redacted]’s claim nor was she able to provide written documentation.  As a good faith measure we reviewed our pricing and offered a discounted price of $2000.00 for Ms. [redacted]’s move.
Ms. [redacted] has since agreed to the discounted price and her items are currently in transit to our affiliate warehouse in New York.
We would like to offer this as our formal response and thank you for your time and assistance with this matter.
Best regards,
Stacy N[redacted]Call Center ManagerPhone:  253-867-3426[redacted]@doortodoor.com

October 17, 2016To Whom It May Concern:Thank you for your recent letter regarding Mr. [redacted]’s experience. We were disheartened that Mr. [redacted]’s experience has caused him to take further action. 
The Senior Logistics Manager for Ryder, the vendor used for local delivery in Mr. [redacted]’s area has...

reached out to Mr. [redacted] to discuss his situation further. 
We would like to offer this as our formal response at this time. Thank you for your time and assistance with this issue.Best regards,Mario S[redacted]Director of OperationsPhone:  510-377-1695[redacted]doortodoor.com

July 23, 2015 Complaint DepartmentRevdex.com               RE: [redacted]                Case # [redacted] To Whom It May Concern: Thank you for your recent letter regarding the above mentioned customer. We apologize and recognize that our response time to Ms. [redacted]’s inquiries were not prompt; we strive to respond to all customer inquiries as quickly as possible but do admit this doesn’t always happen.Our records indicate that we have recently been in contact with Ms. [redacted] to discuss her situation further and that we reached a mutually agreed upon resolution. On June 30th, a credit of $34.00 was processed back to the credit card on file to resolve the misquoted moving services cost. A credit of $9.00 has been communicated and is being process back to the credit card on file today, July 14th, as a courtesy to resolve the customer protection plan rental charge made May 1st.The below outlines the transpiring events: · Ms. [redacted] began renting one storage container in the Seattle, WA area as of April 1st 2015. The monthly rental for that unit was $84.00 per month.  Ms. [redacted] received a monthly rental promotion of $34.00, bringing her monthly rent to $50.00.  She opted for our customer protection plan at $9.00 per month, bringing her total monthly charges to $59.00. · On April 24th, Ms. [redacted] then contacted Door to Door to schedule moving services from Seattle, WA to Dallas, TX for May 28th, placing a $50.00 deposit on the moving order. A confirmation email was sent to Ms. [redacted] reflecting the deposit and remaining balance for her moving services, a total of $2,250.79.· On April 29th, Ms. [redacted] emailed her Sales representative stating the confirmation email price was incorrect and that the total discussed as the remaining balance for her moving services was $2,166.79. The Sales representative agreed; however, Ms. [redacted] order was never corrected to reflect the $2,166.79 total. · On May 1st, the rental of $59.00 for her unit in Seattle, WA was due. Our systems applied the $50.00 deposit made on April 24th toward the rental balance of $59.00. The $9.00 difference was then collected via automatic payment as agreed to by Ms. [redacted] when starting rental services on April 1st. Storage rental charges were not included when moving services were discussed.  · On May 19th, $2,250.79 was charged to Ms. [redacted]’s credit card on file for the balance of her moving services as reflected in the confirmation sent April 24th. · On June 30th, a credit of $34.00 was processed back to the credit card on file as communicated to resolve the misquoted moving services cost.· Today, July 14th, a credit of $9.00 has been communicated and will be processed back to the credit card on file as a courtesy to resolve the customer protection plan rental charge made May 1st.We sincerely apologize for any inconvenience caused and would like to offer this as our formal response.  Thank you for your time and assistance with this issue. Best regards,Stacy N[redacted]Call Center ManagerPhone:  [redacted]doortodoor.com

September 24, 2015 Complaint DepartmentRevdex.com               RE: [redacted]            To Whom It May Concern:Thank you for your recent...

letter regarding the above mentioned customer. We were disheartened that Ms. [redacted]’s experience has caused her to take further action. We hope that our response will help finalize the situation.  Door to Door Storage prides itself on customer service and delivering an outstanding product at competitive prices. We admit mistakes happen and cannot begin to understand the inconvenience this has caused Ms. [redacted]. In these rare instances where a mistake has occurred we do our utmost to rectify the situation and accommodate our valued customers.  We sincerely apologize for the inconvenience the error with the local warehouse caused Ms. [redacted]. We have refunded Ms. [redacted] the requested $124.00 and our local management team has reached out to Ms. [redacted] and is awaiting her response to further discuss her experience. We appreciate Ms. [redacted] for bringing her experience to our attention. It affords us the opportunity to review our processes and make changes to ensure this does not happen again.We would like to offer this as our formal response. Thank you for your time and assistance with this issue.Best regards,Stacy N[redacted]Call Center ManagerPhone:  [redacted]doortodoor.com

March 16, 2016
Complaint DepartmentRevdex.com RE: [redacted], [redacted]
To Whom It May Concern:
Thank you for your recent letter regarding the above mentioned customer. We were disheartened that Ms. [redacted]’s experience has caused her to take further action. We hope that our response will help finalize the situation.
We sincerely apologize for the inconvenience the error with the local warehouse and our billing has caused Ms. [redacted]. We have re-processed the refund of $124.00 for Ms. [redacted] and our local management team has reached out to Ms. [redacted]. They are awaiting her response to further discuss and apologize for her experience.
We appreciate Ms. [redacted] for bringing her experience to our attention and would like to assure her that these errors are not typical of our business. Door to Door Storage prides itself on customer service and delivering an outstanding product at competitive prices. We admit mistakes happen and cannot begin to understand the inconvenience this has caused Ms. [redacted]. 
We intend to take this opportunity to review our processes and make changes to ensure this does not happen again.
We would like to offer this as our formal response.
Thank you for your time and assistance with this issue.
Best regards,
Mario S[redacted]Director of OperationsPhone:  510-377-1695[redacted]@doortodoor.com

August 11, 2015Complaint Department Revdex.com RE: [redacted] Case # [redacted]To Whom It May Concern:Thank you for your recent letter regarding the above mentioned customer. We apologize for any misunderstanding regarding [redacted] shipment from...

Massachusetts to Michigan. Our records indicate that per the confirmation email sent to [redacted] (attached) the shipment was estimated to arrive at the receiving warehouse between August 6th and August 11th. The confirmation email also explains that the delivery of containers at the final destination will then be coordinated by the receiving warehouse upon arrival with all scheduling being based on availability. The shipment arrived yesterday, August 10th and we are working with both [redacted] and the receiving warehouse to coordinate the delivery. [redacted] will receive the soonest delivery appointment available. We would like to offer this as our formal response. Thank you for your time and assistance with this issue.Best regards,Stacy N[redacted]Call Center ManagerPhone:  [redacted]doortodoor.com
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

July 23, 2015Complaint DepartmentRevdex.com            RE: [redacted]            Case ID: [redacted] To Whom It May Concern: Thank you for your recent letter...

regarding Mr. [redacted]’s experience with Door to Door Storage. We hope that our response will help finalize the situation.  On Monday, July 20th we spoke to Mr. [redacted] to discuss his experience and made arrangements to review the account and contact Mr. [redacted] to discuss further. We have since contacted Mr. [redacted] twice, July 21st (Mr. [redacted] was unable to speak at the time) and July 22nd (voicemail was reached) and been unable to reach Mr. [redacted].  We would like to discuss Mr. [redacted] experience with him further.  We would like to offer this as our formal response and sincerely apologize for any inconvenience. Thank you for your time and assistance with this issue. Best regards,  Stacy N[redacted], Call Center ManagerStacy.N[redacted]@doortodoor.comPhone:  [redacted]

Complaint: [redacted]I am rejecting this response because:Kathy from Door to Door contacted me on June 29th after I had told her I was going to work with Revdex.com due to non-response. Her reply to me was: [redacted] ,  I am sorry I have not gotten back to you. After reviewing the account further  we will be crediting you 34.00 for the difference the move.  You were charged 2250.79 for the move less the credit of 34.00 = 2216.79. The 50.00 was applied to you May 1st storage.  Please disregard the voice mail I left you.  I will process the credit for 34.00.I replied to her the same day stating the following: Hi Kathy,My confirmed balance was 2166.79 on April 29.On 5/4 I was charged $9On 5/21 I was charged $2250.79Based on this, I was overcharged $93. It is unclear by you statement "The 50.00 was applied to you May 1st storage."I was told in April that my inclusive remaining  balance was $2166.79 and that was all the charges I was expecting to incur. Kathy still has not responded or processed any credits back to my credit card. I am not sure what to do further and would appreciate some customer service. Sincerely,[redacted]

July 1, 2015Complaint DepartmentRevdex.comRE: [redacted], [redacted] Case # [redacted]To Whom It May Concern:Thank you for your recent letter regarding the above mentioned customer. We were disheartened that Ms. [redacted]’s experience has caused her to take...

further action. We have been in contact with Ms. [redacted] to discuss her situation further. We would like to offer this as our formal response and sincerely apologize for any inconvenience. Thank you for your time and assistance with this issue.Best regards,Stacy N[redacted]Call Center ManagerPhone: [redacted]doortodoor.com

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]

October 20, 2016To Whom It May Concern:I spoke to Mr. [redacted] yesterday personally and offered an apology on behalf of Door to Door. Our intent was not to have him feel that we did not care but instead we opted to make sure he could speak to somebody directly responsible, Ryder the vendor used for local delivery in his area. 
We would like to offer this as our formal response at this time. Thank you for your time and assistance with this issue.Best regards,Mario S[redacted]Director of OperationsPhone:  510-377-1695[redacted]doortodoor.com

Complaint: [redacted]
I am rejecting this response because:The statement that I never submitted proof of the server error I experienced when I attempted to make a payment online is false. When I complained about the server error message, I submitted copies of the server error messages I received for the months of July and August 2016. Attached is a copy of the server error messages.I called to have the July fee wavied and was denied. After that, I made my payments less the late fee. Sincerely,
[redacted]