MakeSpace Labs, Inc.

Dear Revdex.com,Thank you so much for reaching out and bringing this issue to our attention. We strive to take utmost care of our customer’s belongings, and we are dissatisfied when we fall short. We understand and feel for our customers whose items are damaged while in our care.We are...

really sorry for the damages to [redacted]’ lamp and the stain on her sofa, and we are committed to resolving this matter expeditiously. Our claims team has been in contact with [redacted] in efforts to come to a resolution that is most fair for all, which will include reimbursement for the cleaning of the couch.A Customer Support supervisor has reached out to [redacted] in regards to her request for the storage charges be reimbursed.We will gladly address any additional questions/concerns our customer might have.

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]
 
 It was supposed to be a 1-2 hour appointment.  When working hard, moving requested heavy items down;  it could have be done in 1 hour.  Milking the clock, and having to slowly shrink-wrap everything; not fully disclosing that every item needed to be shrink-wrapped before the appointment, was also misleading.  I would have been ok with paying $200 for the 1st appointment, if they worked hard, and were actually moving my stuff out at a reasonable pace.  I said I was not fully prepared when they arrived because there was some confusion on the scheduling as I had 2 appointments booked for 9am and 11am.   There were only 2 items I was referencing. These items needed to be broken down (which I broke down myself) but ended up getting left behind anyway (were not packed up by MakeSpace).  I asked them to move what I wanted and was not informed that I had to shrink-wrap my couch and every other large object if I did not want to be charged to have them do it in front of me.  I was under the impression thinking that kind of stuff was taken care of at storage and not on my dime.  I also thought the items were inventoried at storage and not in the customer's apartment.  Like I mentioned before, they had to inventory every item in my unit that they intended on bringing down.  Their cell phones kept on having service issues, so they kept on getting delayed and stuck during the appointment.  At that point, was when I began to feel like I was being taken advantage of. I felt uncomfortable and did not want to make a scene as these people already had thousands of dollars of my belongings.    Everything I wanted to be shipped that was listed in my quote, was ready when they arrived to my standards.  They did not take items that were too heavy and spent 49 minutes shrink-wrapping my couch.  In regards to the 2nd appointment, I never said that they said it was free every time, I learned it was free when they told me it was going to be free after I booked the 2nd appointment.  The  text message logs that I sent Makespace saying that I was not going to be there 3 hours before the appointment should have been replied to by them and were not.   If that was against there policy, then a kind message saying that I needed to be there should have been relayed.  I also mentioned in my txts that if they can't get in to call me right away and I will be right there. I was only 5 minutes away.  I do have a video and photos of the after math and the pace performed by the MakeSpacers.   I was not happy, felt misinformed, swindled, and now I am losing half of my belongings because I overpaid a company that has $7 listed in their price for storage online and ran out of money to move the rest of my items out by my deadline. That seems a little farfetched than the bill that I was charged for the amount and quality of work that was done.  I was not expecting to pay $7, but was expecting to pay the price that was quoted on my account before the appointment and to be provided by hard-working individuals that came and did the job requested, with out any major surprises during and/or after the appointment.  
 I do like their concept, they just need to be more upfront in terms of the pricing The reality of the potential costs and not place the potential costs in the fine print or mention it after an appointment is booked.  Why advertise storage as $7 when nothing in their plan options cost $7?  That should gave been the first red flag.  MakeSpace has a great, fresh idea and were very professional in the beginning, which is a quality I look for when doing business.  They just need to maintain that quality of customer service though-out the entire moving experience for the customer, and not have a pricing plan that can vary drastically without the customer being fully aware of what is happening.   Assuming that they can get away with it because they can hold your stuff hostage and put a lien on your belongings  if you refuse  or can not afford to pay, can feel like bullying will not win them very many loyal long-term customers
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com, Thank you for bringing the customer’s concerns to our attention.  We are sorry that some of the customer’s items were damaged or lost.  While we strive to deliver the best experience for our customers, accidents unfortunately happen in the course of...

transporting items.  The customer filed a claim for the damaged and missing items, and the claim was reviewed and approved at our maximum liability limit in accordance with our terms of service.  Additionally, given the circumstances of the customer’s experience, we did offer an additional goodwill settlement payment.  We hope that the customer reconsiders the full settlement offer and accepts resolution of this issue.   Thank you, MakeSpace

Dear Revdex.com, We are very sorry to hear about the damages to [redacted] items. We strive to take utmost care of our customer’s belongings, and we we understand and feel for our customers whose items are damaged while in our care. However, even with taking care, there is an...

inherent risk of damage each time an item is moved. When damage occurs we do everything we can to do right by our customers.  Our usual claim response time is 2-3 weeks, but [redacted] damaged item claim’s resolution was expedited and approved at our maximum liability amount, specified in our Terms of Service ([redacted]).  We will gladly address any additional questions/concerns our customer might have.

Dear Revdex.com,Thank you for sharing the customer’s concerns with us. MakeSpace was unaware that the customer had not received the email with the revised proposed agreement that was sent on March * as the customer had not called or emailed directly about the agreement. MakeSpace has now resent the agreement to the customer so that the customer may review the agreement and his claim for the damaged item may be resolved. Thank you,MakeSpace

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:

I requested delivery as is.  Repair that they made changed  totally the placement of tabletop, in addition to missing a segment of base.  2 months to the date it was delivered, Interaction has been so frustrating, I do not wish to have further contact with these people.  Additionaly they never addressed their need to replace broken plate, I did not list or photograph a shattered planter.  I already sent them photos, my research, their handling of documentation was poor:  I will not subject myself to the vagaries and irresponsibility that they demonstrated.  I will have no further contact with them.     
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize if our email, which notified our customers to changes in our billing system and terms of service, was not clearly messaged.  As a loyal MakeSpace customer, we're happy to adjust your account for the $250 that you requested.  In order to accommodate this request, we need...

confirmation that this ticket will be closed out.   Best,Rahul G[redacted]Chief Operating Officer, MakeSpace

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:

While we understand and fully accept that accidents do happen, and some measure of damage or insult is expected in any move, the amount of damage and lost items far exceeds what can be considered accidental. Please see the attached photos - which are only a few of the items we received back in damaged or destroyed condition. For sake of fairness, I haven't even included items which could be considered breakable, like glassware. Still, if you see the condition of the boxes that were returned to us, it is not a surprise that many items were broken. It is not reasonable to claim accidental damage when nearly every single piece of furniture we stored with this company is damaged. Accidents happen. Negligence, theft, and misconduct also happen, which is what has occurred here. Furthermore, there are two furniture items which we still do not have. First, a king sized mattress, and second, a media console which was broken during transport to our new home. The media console was taken back by MakeSpace delivery staff, we can only assume to be repaired, however we have not heard back about it. The mattress, although being "scanned out" of the storage facility and on to the truck, was never delivered, which leads us to believe it was stolen.  In summary, we do not accept that this is an accident. We are dealing with negligence, poor handling, and theft. The resolution offered to us (the company's "maximum liability"), does not even cover the two items which are still missing (stolen), the mattress and media console. We have asked multiple times to speak with the appropriate people (claims resolution, a manager, etc) but every time we call we are only leaving a message with a customer service agent. We would like reconsideration of this issue and the settlement in a timely manner. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com, Thank you for bringing this to our attention.  The customer's table was unfortunately damaged while being moved between her home and our storage facility.  We did inform the customer that we would repair the table at no cost to her, but the repair work has...

taken much longer than we expected.  We just received an update from our furniture expert that the table has been fully repaired, and we are contacting her directly to schedule a delivery back to her.  We look forward to working with the customer to resolve her concerns. Thank you,MakeSpace

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 and the matter has been resolved.
Sincerely,
[redacted]

Dear Revdex.com, Thank you for alerting us to this customer's concerns.  We did experience challenges with preparing one of customer's items in time for her requested delivery date, but we have since been in touch with the customer about the issues she experienced and have...

delivered the box to her.  Additionally, we have come to a billing arrangement that is acceptable to both parties.  We believe the customer's concerns have been addressed since this complaint was filed and will work with the customer if she has outstanding concerns that she feels have not been addressed. Thank you,MakeSpace

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:

I want to be clear about the steps that were taken and what our options were. While we were forced to accept the resolution they proposed, we do not feel the complaint or issue was resolved - thus, I would request the Revdex.com continue to take action against this company. We were presented with an option to accept or reject a settlement offer of $2,000 plus a "good measure" of an additional $3,000 from the company - again, approximately 1/3 of the total amount of what we claimed after their negligence which led to the damage or loss of our property. We had only 30 days to evaluate and accept or reject this offer - after which it would expire - and no further option of settlement would be offered. And, after months of emails, documentation, and phone calls (recorded, per the company) where we were told we would be reimbursed for the damages, we found ourselves in this situation: the amount of our damages exceeds what we could pursue in a small claims court. It is also a small enough amount of damages that after speaking to multiple attorneys our further legal options were limited - we would likely incur significant financial expense. Even with MakeSpace agreeing if we were to pursue arbitration, they know that it would be financially unreasonable for us to do so. We have been taken advantage of. The fine print of this company only offering a maximum of $2000 liability was not clear when we signed up for this. Furthermore, this was not reasonable damage or loss and can absolutely not be classified as accidental - it is intentional abuse of our belongings and intentional strong-arming of vulnerable customers. We asked for a reasonable re-evaluation of this settlement and were denied. We asked to speak to the Customer Experience agent's supervisor and were denied. It took months to even get this person on a phone call and all we were told was a reiteration of everything that had been already said in previous emails.Thus, when we decided to sign the meager settlement they offered - which would allow us to replace our bed (which we have been without for nearly 4 months), we did so because we were backed in to a corner. I understand the company views this as a resolution, but through our documentation and clear explanations I hope that future potential customers can have a clear picture of what they are likely to endure, because the responses so far provided by them are misleading and dishonest.  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; color: #454545; min-height: 14.0px} Dear Revdex.com, Thank you so much for reaching out and bringing this issue to our attention. We make...

every effort to ensure our customers have a world-class experience from start to finish, and we take all complaints and queries incredibly seriously.   We bill our customers on a monthly basis, with the billing anniversary corresponding to the date the customer first uses our service. In this case, a delay in processing led to the customer not being charged for the first and second months of storage, and the charge for the third month was delayed by two weeks. Because this was an error on our end, we will not back-charge the customer for the two months where no invoice generated. We understand that this may have created a confusing experience for the customer, and we’ve taken steps with our billing team to ensure that all future invoices generate on the correct date. The customer has been in touch with members of our Support team, including a Supervisor, at multiple points over the past two months regarding this issue. We would be happy to have a Supervisor reach out again to clear up any lingering questions or concerns.   The safety and security of our customer’s items are of paramount importance at MakeSpace. As such, on the rare instance that an item is damaged we have a claims process to ensure that we address the issue promptly. Claims are reviewed based on our Terms of Service, which we ask all prospective customers to read before storing with MakeSpace. We encourage the customer to reach out to our Customer Support team at ###-###-#### to ensure that all remaining questions are answered.  Thank you, MakeSpace

Thank you for reaching out to us regarding this complaint.  After further review of [redacted]’s account, we do see that the items she stored with us failed our bed bug inspection as required by our insurance providers.  As part of our process, we’re sharing our visual evidence attached to the case.While we understand this can be an uncomfortable experience for [redacted], our terms of service ([redacted]) and storage rules ([redacted]) clearly state that items exposed to insects (bed bugs) will not accepted into our facilities.  Our top priority is to protect all of our customers’ items so we followed our normal procedure as laid out by our legal counsel for these particular situations.Obviously, we strive to support all customers as best as we can, but in this instance, our only course of action was to terminate our relationship with [redacted] and to make sure she received her items back.  In fact, we already forgave all of her invoices amounting to $362.40 even though we weren't required to do this as part of our contract.    As a company, our incentives are completely aligned with the customer.  When we have evidence of bed bugs, it creates serious constraints to our operations as we have to quarantine the items and remove a vehicle from our fleet.  The opportunity cost to us is quite large, which doesn’t even account for the transportation and supply cost we already lost to pick up the items in the first place.  Best,Rahul G[redacted]COO, MakeSpace

Dear Revdex.com,Thank you for letting us know of [redacted]’s response. We are really sorry to hear yet again that [redacted]’s pickup appointment experiences did not live up to his expectations, and we value his overall feedback of his experience with MakeSpace thus far. The safety of our customers’ items is our top priority, and our SpaceMakers strive to wrap each item as securely as possible. This includes wrapping large furniture items in protective wrapping, moving blankets, and packing tape prior to transporting them to our storage facility. In order to ensure full visibility of our customers’ items in our free online photo catalog, our SpaceMakers also inventory their items by photographing them during the appointment prior to them being wrapped. We believe [redacted]’s unpreparedness for the first appointment was a product of him booking additional appointments through our online booking system for different times than the one we had confirmed over the phone with him. We apologize for any miscommunication that could have led to [redacted]’s misunderstanding of how our service works. We do not advertise misleading storage rates and if [redacted] can point us to where he saw “$7” for MakeSpace storage rate we would like to investigate immediately. Additionally, as stated on the previous response, [redacted]’s appointment duration and cost was in accordance with what was discussed between him and our Sales agent. We have shared [redacted]’s comments with our Operations Manager in order to improve the overall experience our customers receive at a MakeSpace appointment. Although we do recommend our customers be present at their MakeSpace appointments, we can alternatively complete an appointment if an authorized friend/relative/representative is present on the customer’s behalf. [redacted]’s second appointment was marked as a no-show simply due to the fact the team was not allowed in the premises by the building manager, and after waiting for resolution for as long as they could, our SpaceMakers had to move on to attend to other appointments scheduled on that day. We understand that this was a frustrating experience, and as mentioned on the previous response, a Customer Support Supervisor reached out to [redacted] in order to resolve this matter amicably. We have not received a response from him. We will gladly address any additional questions/concerns our customer might have.

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 and the matter has been resolved.
Sincerely,
[redacted]

Review: My complaint lies with a failure to honor your terms of service.

Damaged Items:

$276.66 - This is the full cost of the bike helmet damaged while in storage with you. An offer of $250 was made if I signed a release but this document was never produced. Your terms of service states that when there is any change to your terms customers would be informed. This did not happen with the sales tax service fee added to the last two invoices from you. No explanation was provided when asked to explain these charges. I ask that you refund the full amount, $3.46. Your delivery service charge dated, January [redacted], again, as per your terms of service, your drivers waited less than twenty minutes for me to load my boxes. This charge of $29 should not have occurred. A delinquent account fee in the amount of $10 was added after you failed to respond to my requests to remedy this matter. I ask that you provide a further $40 towards phone and administrative costs that I have incurred to recover this money. I would also like you to state in writing that you will waive any fee for the green bins that I paid for to have shipped to me in [redacted] state, as we were unable to resolve this issue while I was in **. Please produce your release and remit a check for $359.12, immediately. All address you have on file are current.Desired Settlement: Check for $359.12.

Business

Response:

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.