MakeSpace Labs, Inc.

I am seeking retribution of no payment to MakeSpace as I do not believe they treated me fairly as a customer - hidden costs and how they decided what I owed them w/o consulting me.I also have no idea if they are telling the truth re: bugs in my apartment and the ceasing of the pickup of the rest of
my stuff which included very expensive furniture and rugs (totaling around $7,000) which I left behind due to my needing to leave that apartment and not having time to check for 'said' bugs which I haven't found in any of the other stuff I took on my own.They also lied and when I recalculated the time they held my things it was actually weeks (not like they claim) so even if I were to pay them 'something' ONLY POSSIBLY for transporting my things from their truck to a new storage location, their calculations are incorrect and there is no way of me knowing if they even did what they claimed to have done re: fumigate the truck/with my things in it and what damage they may have caused to my precious belongings - my 'life' as it were. Not to mention the fact that someone else's things were in that truck and their people/moving guys were completely unaware of what they were transporting or why.I want a clean break - a wash - so that they can go about their 'business' and I can now go about mine.Thank you for your help.*** ***

Dear Revdex.com, Thank you so much for reaching out and bringing this issue to our attentionWe take all customer complaints seriously, and are treating this matter with the utmost care and attentionWe striveto deliver a storage experience that is seamless from start to finish,
and we are disatisfied when we fall short. As part of processing items into storage, we do open any MakeSpace bin and take an overhead photoThis allows our customers to easily identify the contents of each binFollowing this step, each bin is zip-tied closed and placed in our secure storage facilityWe’re sorry that this step was not communicated appropriately to the customer, and we will work to eliminate this confusion moving forwardAdditionally, we do transfer mattresses into the mattress bags we provide, as they tend to be more durable than standard mattress bags. We are very sorry to hear about the missing and damaged items from *** ***’s accountWe have worked extensively with our Operations team to locate and deliver all items that were confirmed to be stored with MakeSpaceWe have also worked to expedite a claim for reimbursement, which is currently awaiting the customer’s attention Beyond reimbursement, we have had *** ***’s mattress inspected by a mattress expert, who has confirmed that it can be professionally cleaned and restored to optimal conditionWe are happy to proceed with this option should the customer change her mind We are happy to address any lingering questions or concerns the customer may have as we work toward a resolution to this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I would like to point out again, that in the "agreement" the company is referring to also states that an answer is given to the complainant within two weeksSince they did not follow these terms, they proved that the "terms" were just suggestive guidelines and not actually concrete.According to Makespace; "The process generally takes about five business days from the time we’ve collected all the information" This directly contradicts what they quote over the phone which is about weeks.
I have not received a phone call or an email outlining any new agreement. I have not been reimbursed for my item that was destroyed by MakespaceLooking forward to finally resolving this in a fair way. In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Revdex.com, Thank you for bringing this matter to our attention We have been in contact with the customer directly to resolve her damaged items After a few rounds of communication about the repair of some items and a claim for those not repairable, we have
mutually come to an agreement The customer has accepted our settlement offer, and we believe this issue to be fully resolved. Thank you,MakeSpace

Dear Revdex.com,Thank you for sharing the customer’s response We are disappointed to hear that the customer does not want to contact us to resolve the issue of her damaged table top We are sorry that the repair of the table is unsatisfactory, and we do want to offer our claims process as a step towards reimbursing the customer per our terms of service The customer may visit the following page on her MakeSpace account to submit all the info necessary to file a claim for the table and any other damaged items: *** Our Claims department will then review the claim for its completeness and inform the customer once a settlement decision has been reached In the meantime, the customer may reach out to our Customer Support team at *** or ###-###-#### with any questions about the claim form.Thank you,MakeSpace

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I take great issue with this responseIt seems that make space would like to placate their responsibility due to a minor $21.76 delivery feeThis Delivery fee should have never been charged due to the incapability of Makespace to deliver the goods in the condition in which Makespace had received themFurthermore, Makespace is aware of my concern but has done nothing to reach out to me further and resolve this situationIn reference to longer than expected due to the holidaysdays to weeks? Makespace, I am sorry to say is flat out lyingUnfortunately, I have gone back to my extensive notes and realized that I was quoted, on 6occasions of speaking with this company, a week period that my claim would be completed which goes against the written terms on their site and otherwiseEven though they stated that it took longer than expected, they made me feel as though "weeks"was and their usual policyThis is not the definition of "longer than expected"In fact upon calling from an unattached number, one found that the employees of the call center believe the estimated turn around time is weeks, not daysSO THEY DO EXPECT THE PROCESS TO TAKE LONGER THAN THEY QUOTEDObviously the company would lie to blatantly lie instead of hold themselves accountable If they are not held accountable who is going to protect the customer?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved My expectation is that the MakeSpace will honor the terms of this acceptance, which they delineated in detail in their response Those terms are that MakeSpace will credit my account with $
Sincerely,
*** ***

Dear Revdex.com,Thank you for bringing this customer's concerns to our attentionMakeSpace booking experts take the time to carefully walk customers through the booking process so that they may receive the most accurate quote possible based on the information customers provideThe
customer was in fact quoted a monthly rate of $for the items she described over the phoneHowever, it seems that the customer needed to put more items into storage, and MakeSpace regrets that we were unable to provide the customer an updated quote because she had not informed us of her larger storage needs before the appointment.MakeSpace also strives to deliver friendly, professional service to conveniently and safely store customers' belongingsWe regret that we were unable to honor the customer's rescheduling request that sent through email the night before her scheduled appointmentHowever, the team did provide the MakeSpace bins that are free to use when they returned to proceed with the appointmentMakeSpace regrets that there have been some misunderstandings regarding the customer's belongingsThe customer does have an item that is labeled "air conditioner", but it is an incorrect label and the item is actually a plastic toteThe item has now been correctly labeled, and we hope the customer will see the updated label nameHowever, the customer incorrectly states that her items were transported to New YorkWhile the company headquarters are located in New York, MakeSpace stores customers' items locally, and the customer's belongings are safely stored in our DC-area facility.MakeSpace understands the customer's personal situation and that she was not prepared to pay an amount higher than expectedWe want to work with the customer to manage her storage costs and hope that she will reach out directly to Customer Support to reduce her storage plan.Thank you,MakeSpace

Dear Revdex.com, Thank you for sharing the customer’s response, and we are sorry to hear that the customer was unsatisfied with the settlement offer extended.  Our Director of Customer Experience did speak with the customer on February ** to review their claim and the options remaining to reach a resolution.  Since then, we can report that the customer accepted MakeSpace’s settlement offer and the claim has been resolved. Sincerely, MakeSpace

Dear Revdex.com, Thank you for sharing the customer’s concerns with us.  First, we are sorry that the customer’s table unfortunately experienced some damage in the process of being stored.  Our terms of service do state that our liability is limited to $250 per item.  We...

also understand that the entire claims process has taken longer for this customer than we normally expect due to the holidays, and we apologize for that.  Additionally, as the customer sorted through paying his outstanding invoices to bring his account to good standing, we worked with him in good faith, including crediting him a month of storage.  Finally, the customer’s account was closed after his final delivery on 12/*/16:  he no longer has an active storage plan, and the invoice of $21.76 was for his delivery ($19.99+tax), that was then forgiven when it was discovered his table had been damaged. We are not aware of additional concerns that the customer may have beyond what he outlined, but we hope to work through any outstanding issues with him.   Thank you, MakeSpace

Dear Revdex.com, Thank you for bringing the customer’s concerns to our attention.  We are sorry that we were not able to locate the customer’s item for delivery.  As the customer pointed out, our terms of service state a liability limit per item in the unfortunate event that...

something is damaged or missing.  Since filing her complaint, the customer has accepted the settlement offer.  As is standard in the storage and moving industry, claim settlements for damaged or missing items are handled separately from any refunds of payments for services rendered, and we consider the claim resolved. Sincerely,MakeSpace

We strive to provide our customers the best experience possible, but it looks like we fell short in communicating the reasons behind the charges with [redacted].  We've reviewed the account, and while the charges are accurate to meet our 3-month minimum, we already refunded all of her invoices...

so our service was effectively free for her.  We are also reviewing the account to make sure that she does not get charged incorrectly in the future as she's not storing with us in case there was a bug in our billing system.  Please let us know if you need anything else from us.  We apologize if this was a stressful experience for [redacted].   Best,Rahul G[redacted]COO, MakeSpace

Dear Revdex.com, Thank you for bringing this matter to our attention.  We have been in contact with the customer over the past few weeks to discuss her experience and address any issues she may have.  [redacted] did request to speak with a manager, and one of our...

supervisors reached out to her to explain her billing.  We understand that she had expected to pay a lower price for her storage and have adjusted her price accordingly.  We also acknowledge that she informed us of her overdraft fees, and although we did not apply reimbursement to her account as credit towards storage, we did refund her $50 from her most recent payment.  At this point in time, we believe that we have addressed all of Ms. Lavayen's concerns with her, but please let us know if we have not done so satisfactorily. Thank you,MakeSpace

Dear Revdex.com, Thank you for sharing this complaint with us.  Some of the customer's items have experienced water damage due to an issue with the sprinkler system at our storage facility.  We had informed the customer of the damage and have since been waiting on our...

insurance company for next steps on the claim.  The process has taken longer than we expected, but we do expect to reach a resolution this week with both our insurance company and the customer.  We expect to be able to compensate the customer for the damaged items. Thank you,MakeSpace

Dear Revdex.com,Thank you so much for reaching out and bringing this issue to our attention. We are very sorry to hear about [redacted]’s experience. We are working hard to provide the best storage experience to our customers, and we are dissatisfied when we fall short. We understand how...

stressful moving can be, and how overwhelmed our customers feel during this process as so much information is being relayed to them, which at times could result in misunderstandings. In light of [redacted]’s claims that we quoted him for a $100 first pickup and a free second pickup, we have reviewed [redacted]’s conversations with our Sales agents, and have confirmed that his claim is not correct. Our pickup pricing of $50 per SpaceMaker per hour was conveyed to our customer, as well as our normal range cost for an appointment of that size. The billed amount for [redacted]’s first and only completed appointment is in accordance with what was discussed. Additionally, there was no such promise made by any of our agents about a free second pickup. We have also confirmed with our Operations team that the customer’s appointment was not fully completed because he was not fully prepared, and some items were not included in the appointment inventory or properly packed for pickup. We’d be more than happy to schedule a new follow up appointment, but it would be subject to our standard pickup service charges. In regards to the non-appearance fee from [redacted]’s appointment on July [redacted], we have confirmation our team arrived within the scheduled window, and were not let into the premises by the building manager. Our team waited as long as they could, but eventually had to leave to attend to other scheduled appointments on that day. We also understand that this was a frustrating experience for the customer. A Customer Support Supervisor has reached out to reach an agreement with [redacted] to resolve this matter immediately. We will gladly address any additional questions/concerns our customer might have

Dear Revdex.com,Thank you for bringing this issue to our attention.  An employee who was unfamiliar with the status of the customer's claim incorrectly stated that we did not have checks.  We are working with the customer now to expedite her claim payment to her. Thank...

you,MakeSpace

At this time we would like to reassert our proposed payment of $250 in full and final compensation for the damaged item, a maximum coverage level outlined in our Terms of Service (“TOS”), which were agreed to by the customer on October **, 2014. Understanding that this complaint consists primarily...

of four separate issues, we will proceed by providing a brief timeline of the events leading up to the mentioned issues. Following this overview we will address each issue one at a time. On January [redacted], 2015 the customer called our offices to report damage to an item (i.e., a bike helmet) allegedly occurring during the period when it was stored with MakeSpace. We point out that the damaged item was packed by the customer in the customer’s own bike bag, which per our TOS (see Section titled “Value of your property”) would result in no coverage for damage to the item.The following day, we sent to [redacted] detailed directions in the form of an email for filing a claim in accordance with the process outlined in our TOS. The customer did not respond until February [redacted], at which time she provided MakeSpace with photos and a description of the items damaged, as was requested. Despite the ineligibility of any coverage payment on this item, as a goodwill gesture only and in no way an acceptance of liability, we officially processed the claim after receiving purchase receipts from the customer four days later (i.e., February [redacted]). On February [redacted], having reviewed the claim, supporting materials, and email and phone correspondence with the customer, it was decided (once again purely as a goodwill gesture) that the customer would receive a $250 payment, equal to the maximum coverage accorded to our customers on a per bin basis in accordance with our TOS. The customer was contacted with this information and preparations were made to send a release agreement to the customer to be executed in advance of any payment. At the time the claim was filed and the proposed payment communicated, [redacted], who was traveling abroad at the time, requested that MakeSpace additionally refund her storage fees associated with the items then stored with MakeSpace.  This request was not only clearly outside the scope of the company’s TOS, which the customer had specifically accepted on 10/**/2014, but also now included fees legitimately earned by MakeSpace for services rendered to the customer per its TOS that exceeded the original purchase price of the damaged item.We will now address each issue listed in [redacted]’s complaint.Concerning the first issue, pertaining to the provision of the release form, given that [redacted] disputed the proposed payment of $250, and in light of her verbal statement to MakeSpace’s Customer Happiness team that she would handle the matter upon her return from her travels, no release was then sent to the customer.  However, a release form was prepared and has since been sent to the customer at both [redacted] and [redacted] (the email address on file for account) on April **, 2015.  It should be noted that, in light of this Revdex.com complaint filed by the customer, the company expects the complaint to be withdrawn as a condition to any payment of coverage for the damaged item.In regards to sales taxes on service fees, all billings to [redacted] and all other MakeSpace customers are both in accordance with [redacted] sales tax regulations and our TOS.  The itemized charges in question include:- $2.57 on bill dated 2/**/2015 (“February Bill”); and- $0.89 on bill dated 3/**/2015 (“March Bill”).Despite [redacted]’s  allegation that “...no explanation was provided when asked to explain these charges”, we assert that at no time prior to this Revdex.com complaint being filed and received by us had the customer ever asked us about these charges.  Had she inquired about these sales taxes, we would have explained that the service sales taxes on the February bill related to [redacted] sales taxes on the $29 delivery fee charged to [redacted] (per our TOS) following the delivery she requested on our website on January **, 2015 and received at [redacted] on January [redacted], 2015.  We would have also explained that the service sales taxes included in her March Bill related to the $10 delinquency fee imposed on [redacted]’s account when her account went into default, having remained unpaid for 37 days past the original bill dates.We reject any suggestion that the application of these sales taxes was outside the scope of our TOS and refer Revdex.com and [redacted] to Section titled “Delinquency and Lien Charges and Penalties” of our TOS for all details about sales taxes applicable to our services.  We also remind [redacted] that sales and use taxes are a matter of law and it is her obligation as a resident of [redacted] State to comply with them, as we have at MakeSpace since the company first established operations in [redacted] in 2013.Moreover, we at MakeSpace take all of our service obligations very seriously, including informing our customers of any changes to our TOS, and we have always followed those notification commitments as outlined in the TOS.  In particular, MakeSpace commits to notify existing customers 30 days prior to any updates to our TOS applying to them, thereby giving customers the ability to inquire about such changes and, if they deem necessary, terminate their use of MakeSpace (although to this date this has never occurred).  Since [redacted] first accepted MakeSpace’s TOS, we have published updates of our TOS on two occasions, first on March [redacted] and more recently on April [redacted].  In both of these cases the amendments to the TOS specifically dealt with the company’s expansion to Chicago and Washington D.C. in March and April, respectively, and in no way impacted any of the terms being contested by [redacted] in her complaint filed with the Revdex.com on April [redacted].  All matters involving MakeSpace’s limitation of liability, our coverage rules and limits (including the exclusion of any coverage for items packed outside of MakeSpace’s own plastic bins), sales taxes and fees were clearly described in the original TOS agreed by [redacted] and remain unchanged in all material respects as of today.We also refute [redacted]’s third point, suggesting that the $29 fee she was charged for the delivery she received on January [redacted] was in contradiction with our TOS and should be refunded.  As a matter of fact, it has always been MakeSpace’s policy, and clearly itemized in our TOS (see Item [3] in Section titled “Schedule of Monthly Charges”), that a taxable $29 fee is chargeable upon any “delivery”, regardless of the number of items delivered at the time of delivery and irrespective of whether the delivered bins were immediately emptied and refilled by the customer and given back to our drivers during the same appointment (a scenario we call a “swap”).  Our TOS clearly define that our flat delivery fee is charged to the customer for any appointment they make where we deliver them any one or more items.Further, and to the fourth point in [redacted]’s complaint, we made every effort to resolve this matter in accordance with our TOS as promptly as we could.  [redacted]’s verbal refusal to accept payment of $250 and additional claims in contradiction with the TOS she signed up to was the main reason why a resolution could not be reached.  Moreover, her cessation of payments for ongoing storage services were the reason why her account was assessed delinquency fees.  In accordance with Section titled “Term and Rent” of our TOS, it is the customer’s responsibility to make sure all payment and other account information is current and valid, and we only proceeded with actions clearly delineated in our TOS for delinquency fees when her account was 14 days past due and, once again,  when it was 30 days past due.  Any time spent by [redacted] dealing with correspondence with MakeSpace was solely in her control and not MakeSpace’s responsibility, and the time that this matter has taken from both sides in this case was a direct result of [redacted]’s unwillingness to accept our application of the TOS she agreed to on October **, 2014.  As for any extra shipping costs incurred by [redacted] due to her stored bins having had to be shipped to her in [redacted] State, these were once again directly tied to the delays, prolonged payment discussions and account delinquency.In closing, further to all facts outlined in our response above, MakeSpace maintains that all of our actions then and now have been strictly within the parameters of our TOS (i.e., the TOS agreed to by [redacted]). The proposed settlement payment of $250 that we arrived at back in February is not an arbitrary number reflecting our interpretation of the item’s value. It is a maximal amount generated in accordance with the TOS agreed by both parties at the beginning of their business relations with the intention of resolving complicated matters like this and avoiding drawn out negotiations.For the avoidance of doubt, and as a goodwill gesture and subject to [redacted] signing the company’s release agreement and withdrawing her complaint with the Revdex.com no later than May **, 2015 (the “Deadline”), MakeSpace will still agree to make a payment to her in the amount of $250; however, the company will not agree to any mediation, arbitration or further negotiation on this matter in which we are legally in the right. Furthermore, payment will only be released after the return of the two bins sent to [redacted] state. If she intends to keep the bins she must let us know in writing and we will deduct the price from the total settlement In an effort to bring final resolution to this matter. Let it be noted that after this Deadline our offered settlement payment shall lapse and any further claims by [redacted] should be directed to our Legal Department.  We sincerely hope that [redacted] will accept our generous offer and close this matter once and for all.Additional Documentation and InformationTerms of Service: https://makespace.com/p/legal/terms/

To address the issue below: We are deeply saddened by this customer’s experience and we have not been able to track down his or her information in order to reach out directly to ensure a resolution.  Admittedly, we faced operational challenges in May as demand for our service far exceeded...

expectations and caused delays for customers trying to schedule a delivery for their items.  We worked very hard, and long hours, in attempt to get ahead of the demand and according to our records, all outstanding deliveries in May have been completed.  This leads us to believe that this customer has received their items back safely. Should this not have been resolved for any reason, making sure this customer’s items get delivered back is our number one priority. And we would be more than happy to reimburse this customer’s storage bill for May so long as we can validate his or her information and the events in our tracking system.  Please let us know how best to proceed.   Best,   Rahul G[redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] Today, Tuesday January ** my table and chair were delivered: I accepted the repaired chair.  The base of table has been returned to them: It is lacking a crucial piece to maintain stability of the top.  This does not constitute a repair, they had -2 broken segments.  It is unconscionable to expect me to remain  for so long without a surface on which to consume my meals. Time without table : November **, 2016 to present.  An e-mail with photo of base and missing segment has been sent to Make Space.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]