H&R Block

Dear [redacted],I have interviewed the staff and regional manager regarding your situation. I have reviewed all the notes associated with your account. We have documented non-payment and our attempts to communicate with you over a period of three months leading up to when we could legally auction your unit. In one conversation that our assistant manager had with you on the phone leading up to the October auction deadline, she asked if your phone number had changed, and you confirmed that it had, yet you failed to give her the new number. You never contacted our team via phone again after that. All we could do was leave messages to the phone number we have on file for you, as well as emails, which I have copies of. We did everything by the letter of the law and we have all the documentation in the account showing the letters, notices, calls and emails were sent. As the staff has communicated to you already, we do not accept partial payments and we do not offer payment plans. What we were prepared to do for you – and did indeed do for you on 10/5/16 -  was to pull your unit out of the auction process, which is not our normal process. We removed your unit from auction, and asked you to contact us. As previously stated, our regional manager was ready to take whatever payment you could make in exchange for you to vacate the unit completely. If you had contacted our regional manager as we requested back in October, you could have moved your belongings out of the storage unit. Nearly one month later, another Revdex.com complaint was sent to us, on 11/4/16. There has been absolutely no effort on your part to come to the facility to make any kind of payment and move out, therefore we cannot breach our own policy again and have no choice but to follow the lien laws of the State of California which allows us to auction your unit. Sincerely,[redacted], Marketing Manager on behalf of Price Self Storage.

First, let me apologize for your experience at our facilityI have
looked into the details of your complaint, and there seems to have been some
miscommunication within our organization regarding the policy on use of
customer padlocks at this locationThe procedures in place to deal with a
situation like this obviously failed and resulted in a series of mistakes that
you should not have had to experienceThe last thing I want is for a customer
to become frustratedThis situation has given us an opportunity to examine our
procedures to ensure that everyone is informed regarding appropriate use of
customer owned locks While we do have a
no refund policy in place, this situation calls for a full refund of the lock
that was purchasedAt this time, a credit of $has been issued on your
account to reflect the refundThank you for bringing this to my attention as
it gives our company the opportunity to learn and improve

I do apologize that there seems to have been a miscommunication that should not have occurred. The situation you described is inconsistent with our mission to provide excellent customer service. Our policy is to communicate in person and via phone, not necessarily through email. Despite the...

unfortunate miscommunication that has occurred, I can assure you that I personally have been in contact with our regional manager on 10/6/16, and I assure you that your storage unit was not auctioned. We have been trying to reach you to let you know and to offer you a resolution which involves you vacating your belongings from the unit. Our regional manager has been trying to reach you via phone and email. Our calls have gone unanswered. I urge you to contact us immediately as we have been trying to call and email to the phone number and email that we have on file. This situation can be resolved if you would please return our communications. Thank you.

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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 is regarding complaint number [redacted] filed on October 8, 2016 against Price Self Storage. The complaint has been marked "closed" because I accepted the companies resolution. But they have failed to provide the refund stated in their resolution. Based on this paragraph I should have received a refund of 22 dollars... "I also confirmed that you were charged $547 ($511 rent, $14 protection plan fee and $22 administration fee.) Because we would like to reach a resolution that is acceptable to you, I have authorized a refund of $22 for the administration fee. This brings the total charges for your first month to be $525 which is in alignment with your stated desired settlement." I have checked the credit card I used at Price Self Storage and have received no refund for 22 dollars. Nothing has arrived in the mail either... Everything [redacted] stated Price Self Storage would do and/or charge regarding my storage rental with them they have adhered to - but not the 22 dollars. I was under the impression that this complaint was going to stay open until I was assured the company would abide by their stated resolution - which I couldn't know until 3 months had passed (it was a 3 month rent cycle.)
Regards,
[redacted]

Dear [redacted], My name is [redacted], and you may have received a communication from me on 10/11/16. I am the marketing manager for Price Self Storage and I have been looking into your situation on behalf of management. I apologize for any confusion regarding your storage unit rental. As stated previously...

through another review portal, it is never our intention to cause confusion or to miscommunicate to our customers. We follow a standard industry practice of approximating unit sizes to provide a means of comparison with other operators in the market. This is described in Paragraph 8 of your lease agreement. We do regret that the 10x15 units you were shown were not able to accommodate your vehicle. I also need to correct for the record that your current rental is at [redacted] in Los Angeles, and not at our other facility located at [redacted]. where you state you previously rented with us. I have been in communication with the staff at La Brea and understand that they showed you a few more units that still did not work for the car. At the time you were shown a 10x20 unit and agreed to rent the larger space. During the course of renting the larger unit, it was conveyed to you that the 10x20 unit did not come with the same introductory promotional rate as the original 10x15. We do restrict promotions when we are low on inventory, which must have been the case with the 10x20. The promotions are automated and not controlled by the staff at the facility. As I understand, this was upsetting to you, so I want to be clear, we have gone outside of our normal policy and granted you the promotional rate. Your account was adjusted on 10/11/16 to receive the 50% off the rental rate for the second month (the promotion that was on the 10x15 but not the 10x20.) The amount that will be due on 10/29 is for rent and protection plan is $259.   I also confirmed that you were charged $547 ($511 rent, $14 protection plan fee and $22 administration fee.) Because we would like to reach a resolution that is acceptable to you, I have authorized a refund of $22 for the administration fee. This brings the total charges for your first month to be $525 which is in alignment with your stated desired settlement. In addition to that, the regional manager has changed the rate beginning in the third month to $414 (rent of $400 plus $14 protection plan.) So you’ll get the 10x15 price (web rate) for your 10x20 unit going forward. Please be aware that original rental rates are not guaranteed for the life of the rental. We typically adjust rates at month five. You’ll receive 15 days’ notice prior to any change to your rate. Again, I apologize for any miscommunication that you received regarding delinquency or regarding any of our fees, policies, or procedures.

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. I did have a call from the customer service of the business yesterday, but I did not hear the voice mail message until after I submitted this complaint.  
Regards,
[redacted]

[redacted], Price Self Storage strictly adheres to the State of California Lien Laws. We have been within our right at every step in dealing with your delinquency. Your unit should have been auctioned last year during the first lien process. Our Regional Manager tried to accommodate you. Even now, she allowed you to get your belongings out of the unit rather than let the auction process complete. Furthermore, our facility provides drop cloths free of charge to all tenants with open air units and we sell mattress bags for protection while in storage. It is not our responsibility to make sure that you are storing your items with the necessary care. Spices can be included as a food item with regard to storage, and obviously just as attractive to pests.  Popcorn kernels were left behind in your unit. As previously stated, we are willing to make a final gesture of courtesy to you. Our offer stands to allow you to pay $247.24 instead of $385 by Thursday 5/18/17 at 5:00PM (PST).

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In response to the customer complaint by Homeowner, [redacted] St.:We were called out to replace the existing heat and air system.  There was not a request for a written quote but we did provide her with an oral ball park figure of $5000-$5500. During the installation the Technician did cut the PVC...

pipe on Thursday morning, it was assumed to be a condensate drain and the homeowner agreed because the PVC pipe came out with the lineset on the side of the house.  The line that was cut was also not in an approved electrical conduit so it was easily mistaken. The technician did temporarily repair the line but it was necessary to find out which breaker it belonged to, and since none of the breakers were marked in the box,  he did have to open the door to find the right breaker  to turn off power to make the repair, so They used walkie-talkies while doing that so there was not running back and forth. The Meter box was never touched by [redacted].  Friday morning when [redacted] got there the tenant told him that he was having trouble with his electric/TV, but he had also told him that this had happened before , so that’s when [redacted] checked the voltage into the breaker box and it was only 120 volts, He called [redacted] and he suggested they call [redacted] to have it checked out. The homeowner dialed the number from her phone and handed it to [redacted] called her about 5pm to check to see if [redacted] had been there yet and she replied “No” and was very upset, so he drove to her house on a Fridayevening to see if there was anything he could do to ease her mind a little. He checked the voltage on the breaker box again, which only had 120 volts coming from meter into to it. He noticed the tamper clip on the Meter box was missing and pointed it out the homeowner, she said she knew the clip was off, it was laying on the top of the breaker box. (Which leads me to believe she knew of a previous problem, especially since the tenant has told [redacted] that morning that the problems had happened before)  He said he would check the voltage coming into the meter against his better judgement.  All that was done to the meter box was to open the cover and check the voltage at the top and bottom, which had 240 volts at the top and bottom. The homeowner was with him the entire time. The meter was NEVER removed.  [redacted] did notice a burnt connection in the lower part of the meter box and showed it to her.  Then told her to turn off any electric that she could get by without until [redacted] got there.  He never would have left if he felt it would be a dangerous situation. Regarding the loss of freezer food, the following is from the website Foodsafety.gov: A full freezer willkeep the temperature for approximately 48 hours (24 hours if it is half full) if the door remains closed.The meter was not removed until around 8pm and was restored by the next working day, less than 24 hours. We tried multiple times to help her to no avail:-We offered to supply a generator if electricity was not back on                                         ...⇄ was not charged for the full amount, it states on her invoice that had about 2 hours left to finishwhich was not included on there. And we tried to contact her multiple times via phone and text with noreturn calls. The items that needed to be finished was Securing on return duct, starting up units to checkoperation, rehanging one supply pipe and sealing a hole in chimney were old furnace was exhausting.                                                      ...⇄ her we would pay for a licensed electrician to repair the cut line properly.-Also, told her we would take responsibility for the meter box if there was a phone meeting arrangedwith me and her, on speaker, with the electrician that was there, that if cutting a wire going to thegarage caused a loose wire in the meter box.(this is all stated on the invoice she requested us to send, a copy is attached)Desired outcome: -Less amount paid to properly repair only the wire we cut.  (Invoice will have to be attached)-Less amount of permit fee that I was able to cancel, of $105.00-Phone conservation with electrician and me present with homeowner to see if we are responsible for loose/burnt wire in the meter box.*Attached is a copy of the invoice and letter we sent to the homeowner

Our Regional
Manager called the customer
to discuss the account. Regional Manager determined that customer was offered
an equivalent promotion of a month free at the time of sale. However the
promotion was not applied correctly. Regional Manager also determined that the
additional 40% promo...

was a misinterpretation by the customer and no such
promotion exists. Regional Manager rectified the customer’s account by applying
a month of free rent to the October-November bill. Additionally the Regional
Manager waived all $105.80 in late fees as the account was over 45 days past
due.
Once
the account was corrected the regional manager attempted to collect the rent
for November thru December, however the customer told the Regional Manager that
he was not in a position to bring the account current. Regional Manager
informed customer that the account will be restarted and customer will be
responsible for additional late fees and rent that will accrue on the account,
as customer is unable to bring account current. As of 12/16/15 the account is
still delinquent. [redacted]VP of Finance & Operations

Dear [redacted], Our regional manager has been trying to call you and you haven’t answered the phone. We went ahead and waived your late fees. As of today 8/16/17 you only owe your August rent and protection plan fee which totals $172. This is due by August 19th. If you do not pay the $172 before...

August 20th, another month of rent will process. According to your statement you have submitted a vacate notice and will be out by the 19th. The online payment system does not work if an account is delinquent. Please contact me at [email protected] if you have any further questions. – [redacted] Marketing Manager.

Dear [redacted],I have investigated the situation regarding your unit at our Murphy Canyon location. Your account is delinquent and your unit was set to lien status and was about to be overlocked. Before your unit was physically overlocked, you entered the property and accessed your unit and pulled...

some of your items out onto the pavement, leaving a mess outside of your unit. When you left that day, you told the facility manager that you would be back to clean up the rest of the items outside of the unit. You did not return that day as promised. Your storage unit was then overlocked for non-payment. The next day, you returned but were unable to enter the property because of the overlock/lien/non-payment status of your account. Your gate code was denied, as this is our policy with delinquent tenants in lien/overlock status. However, the day you returned, the facility manager went above and beyond and allowed you to enter the property stating that you could do so if you removed the items you left outside of your unit the previous day. You were allowed to take your belongings that were left outside, which we didn’t have to allow. In no way did he tell you that you could access your overlocked unit and take items from inside. Your account is in lien status and the only way you will be allowed access to the unit is to make payment at the office. Bringing your account current is the only way you’ll be able to get the rest of your belongings. We strictly adhere to the lien laws governing self storage in the State of California. If you do not settle what you owe, we have the right to auction your unit. This is a business, and you signed an agreement allowing you to occupy a storage unit in exchange for payment. You have breached that agreement. We are legally allowed to auction your items so that we can attempt to recoup our loss and also to empty the unit and prepare it to be rented to someone who needs it and is willing to pay for it. I am sorry that you have arrived in these circumstances of your own volition. I hope that you will be able to make your payment and retrieve your belongings before we are forced to auction your storage unit. Please contact the facility manager or regional customer service manager to arrange for payment to me made in full. Once payment is received, you will be allowed to vacate your unit if you still wish to do that. Sincerely, [redacted] – Marketing Manager, Price Self Storage.

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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 have been in touch with the company thru email..I do not h ave a phone that is why no secondary number was given..they have never offered to accept any amount. I was given an amount and when I asked if there was a lower amount or a payment plan my email was left unanswered. I have communicated with them on how I really needed tlmy things a nd I was willing to work out something in my budget but again No response. They did respond to certain emails saying that I needed to contact them or they would talk to a regional manager.. I'm highly annoyed that my things were already sold at auction, I cannot replace valuable pictures of my kids orretrieve their birth certificates and socials and that was the main things that I wanted back. 
Regards, 
[redacted]

Revdex.com:
I have reviewed the response 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.
Problem: A piece of my furniture was damaged in a flood on my storage unit floor secondary to a customer accidentally breaking a fire sprinkler while moving. This company denied to reimburse the damages, despite maintaining (required) monthly insurance which covers flood and fire. The management claimed that they are not responsible for floods that occur at fault of another customer. When I highlighted my concern about the required insurance (which cost me $96 a year) and that the insurance seemed unnecessary and unhelpful as a consequence of this situation, the manager, [redacted], responded, "basically."Desired Outcome: Reimbursement of damaged furniture: $49.99
Regards,
[redacted]

Te In response:  We have credited the homeowners invoice for the repair of the wire by a certified electrician, the permit of $105 and an additional amount totaling $1639, bringing invoice total to $3600.00. As I have said many times, I will pay for the electrical repair of $651.00 if a call can be placed to a certified electrician; [redacted] Electric did the work and is familiar with the situation, with me and the homeowner together to see if cutting the wire can cause the burnt wire in a meter box.As to the air intake in the cellar, the home is about 100 years old, there is plenty of undisturbed air in the cellar, unless you plan on sweeping, digging, cutting wood or any other activity in the cellar. There is much less dirt and debris if any, than if the intake was piped to the outside, with cars, driving up and down the road causing dust and debris, leaves, bugs and even garbage floating around outside.  The intake had never seemed to be a problem before we installed the new furnace.  The original furnace was not properly vented and fresh air was pulling from the crawl space and that same dirt and debris was circulating throughout the whole first floor for the was no return duct connecting the living space to the furnace.  We installed two new returns from first floor to furnace.  As to the room being 5 degrees warmer, old air handler and condensate pump is still in the attic, it was not in our contract to remove,  the homeowner stated she would remove themselves.  We were not finished with the job, although we tried numerous times to try to set up to finish. We did not get to turn on furnace to know about these problems. We would have come back and tweaked the dampers.  You got my last bill and I agree to pay the electrician to repair and bring up to code what wire we cut in PVC water pipe that exited house with 2nd lineset. Which the homeowner thought might have been a condensate drain also.I would like to request a mediation with the homeowner to have this call placed to settle the difference.  With the Revdex.com choosing a certified electrician to call.

Review: Unsatisfactory services rendered for which I am not paying for. Notified H&R Block via US Mail in letter dated 8/28/15. They continue to call with harassing collection calls.Desired Settlement: Waive all fees associated with tax year 2014 filing, for which services were poor and collection calls cease.

Business

Response:

I do not believe this client [redacted] was in my office on April 4th 2015! I am Whitefish Montana and I have no client in my data base with that name. Please ask which office he actually went to!

Thank your

I have been on going with HR Block for a total of about two months already showed them documentation and was only issued a refund for $8 less than I was suppose to get. I've been referred back and forth from the local office and customer service and yet no one can resolve my issue. Never going back again, I've been doing my taxes with HR Block for almost s decade and they let me go. Hopefully no one else had to go through this unreasonable experience.

Review: This is by far the worst customer service I have ever received. I have used HR Block for years and had wonderful tax reps at the previous city of Laramie, WY. They were kind, professional, and explained all of my questions. The tax preparer in Sheridan WY was not only the worst HR Block tax preparer I have ever seen, she may have been the worst at any type of customer service. I have never been treated so poorly anywhere. I am not a rude individual but she was nothing short of insulting. She made terribly rude comments about my questions that she couldn't even answer. I only owed $184(could be worse!) but I wanted to know why. My tax information has not changed in 3 years and I did not understand why I owed that. I asked her to explain because I have always received money back and nothing has changed on my W-2 or any other information. Not only did she not come close to answering, her response was "you are responsible for your W-2 NOT your employer so you owe money". She then told me I owed her $112 for her services. If the complexity of my tax forms could be explained in a time frame I was in there for 18 minutes. Literally. So I was pretty amazed that not only do I have to pay the IRS I am also paying her $112 for 18 minutes of her time. I have only paid $60-80. Ever.And nothing about the complexity of my taxes has changed. As I am writing the check she informs me that I need to include my SS on the memo. I tell her I am uncomfortable writing my social on my check with my signature,routing number, and address. She rolls her eyes and rudely says "its the IRS where do you think your SS came from?!" I was beyond appalled. I called a few people to ask if you put your SS on your check for IRS payment and everyone said absolutely not. I have a friend who was with me to witness this awful behavior. I didn't even feel comfortable with her performance as a tax preparer.Desired Settlement: I don't expect a free tax preparation but $112 for the treatment and low quality help I received is unacceptable. I have always payed $60-80 and found that fair (and with great customer service). I would also like someone else that is professional, knowledgeable and kind to give a second opinion (no charge. If that's the way they should be filed, no problem, I just want a reasonable explanation.

Business

Response:

Dear Sirs,

In answer to your letter of April 16, 2014.

The tax preparer that the customer dealt with was a first year preparer and as I have tried to train all of my employees how to deal with the Clients, sometimes things happen that are unforeseeable. Beings it was the last day of tax season, I do not know if all emotions were running a little on the high side, therefore, things came across wrong. I was not at the desk with them, so I can only speculate on what happened in the situation. The IRS states on the payment voucher to put SSN on the check or money order, however I do know that a lot of taxpayers do not put their SSN on their checks. The client's fees are based on forms used, and in going over the return, I noticed that the Client had an education credit, which reduced her tax liability by $144, or she would have owed more, so the increase in tax preparation was due to the extra form.

I do regret that this happened, and that the Client was upset. I strive to make sure that all Clients are treated with the utmost respect, because tax time is stressful for everyone. I would be glad to sit with the Client and go over things in more detail and answer all of their questions.

Barbara Hodgson, EA

Franchisee -- H&R Block