Mobile Mini

Dear Sir or Madam:Mobile Mini regrets that we are unable to offer Mr. [redacted] the container for the price he requests. Containers are traditionally sold at Full Retail Value only. Our Regional Manager has offered Mr. [redacted] the sale price of Net Book Value, which is a deeply discounted price. If Mr. [redacted] does not wish to purchase the unit at that price, we are unable to help him.We appreciate the opportunity to do business with Mr. [redacted] and appreciate his business all these years.Thank you![redacted]Billing Resolution Manager

Hello,I have contacted the branch manager regarding this issue and he has agreed to credit the invoice [redacted] in the amount of $144.79 and request a refund for this amount to her [redacted] card. The branch will be reaching out to Ms. [redacted] to make other arrangements on the contract so that she is able...

to get a monthly invoice on the same date each month.Sincerely,Doris M[redacted]Billing Resolution Manager

Dear Sir or Madam:Mobile Mini Inc. hereby acknowledges receipt of the above referenced claim. [redacted] has been a valued customer with our company since 2007. Our records indicate that we have worked with [redacted] over the years to accommodate his financial concerns on several occasions. In response to the complaint referenced above, we have updated his billing cycle to run every 30 days effective immediately.Our records indicate that [redacted] began leasing with us in June 2007. By signing the enclosed Mobile Mini contract, he acknowledged and agreed to our terms and conditions, including our standard 28 day billing cycle. According to our records, [redacted] did not express any concerns about the billing cycle until August 2012, after a series of financial hardships. At that time, his account terms were updated so that his billing would run at 28 days but his due date would be Net 30 days. As [redacted] stated: our current billing invoice does not reflect any past due amount however we do mail out a separate Past Due Notice that shows any payments that are outstanding on the customer's account.Mobile Mini takes every customer concern seriously as our reputation depends on it. We believe that we have treated [redacted] respectfully and addressed his concerns with superior customer service. We trust that our resolution will satisfy [redacted] complaint. Sincerely,[redacted]

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

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March 4, 2014

 

 

Samantha Oberdank

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

 

Response to Better...

Business Bureau Complaint # [redacted]

 

Dear Ms. Oberdank,   

 

Thank you for sending us a copy of Mrs. [redacted]’s complaint. We appreciate the opportunity to respond.

 

We are happy to report that before we even received this complaint we had already spoken with Mrs. [redacted], addressed her concerns and amicably resolved this matter.

 

We would however like to response to Mrs. [redacted]’s claims in her recent complaint letter to the Revdex.com.

 

In response to Mrs. [redacted]’s claim that we charge her twice a month for the storage unit she is leasing from us, this is simply untrue.  We bill Mr. [redacted] one rental invoice every 30 days, not twice a month.  Mrs. [redacted]’s payment is not due the first of each month but is due 30 days after the date of each invoice.

 

Mrs. [redacted] did not provide us with documentation of any online payments that had not already been credit to her account.  Mrs. [redacted] did provide us with documentation of two online payments, one for $118.00 and one for $122.66 made on 10/1/13 and 12/2/13 respectively, but both of these payments had already been applied to her account.

 

As a courteous, after speaking with Mrs. [redacted] and discussing her fixed income status on 2/27/14, we agreed to waive the three outstanding rental invoices on her account.  The invoices credit off her account were for the amount of $117.03 each and were dated 8/26/13, 1/23/14 and 2/22/14.  Mrs. [redacted] did agree to pay for the only other outstanding invoice on her account at the time.  This was invoice# [redacted] for the amount of $54.00.  This $54.00 invoice was a cleanup fee charged to Mrs. [redacted]’s account because she left trash in the local office’s parking lot when she accessed her storage unit.

 

After receiving this Revdex.com letter, we have also decided to make another special accommodation for Mrs. [redacted], we have changed her billing cycle from a 30 day billing cycle to an actual monthly billing cycle even though this is not our standard billing cycle.  Mrs. [redacted] future invoices will be billed on the 28th of each month starting with the 3/28/14 invoice.

 

One last final item we would like to point out, is that per the terms and conditions of the rental contract Mrs. [redacted] signed with Mobile Mini, Inc., on 6/14/11, rental invoices were to be billed every 28 days which is common in the equipment rental and storage industry.  In August of 2011, we agree to adjust her billing cycle from our standard 28 day billing cycle to a 30 day billing cycle in an attempt to better accommodate Mrs. [redacted]’s personal financial situation and help her avoid falling behind on her rental invoices.

 

It is our hope that the recently addition accommodations we have made Mrs. [redacted] will help her remain current on her account in the future. 

 

 

If you have any questions, please do not hesitate to reach out to me at [email protected]

 

 

 Director of Credit and Collections

Dear Ms. [redacted]:

I have received the above-referenced complaint dated January 18, 2014. A message was left for our customer on Friday, January 17, 2014, but we did not speak on that day. I did speak to her mother, whose name is also on the lease....

Her mother stated she would decide how to proceed with her claim and call me when she came to a resolution.

When I arrived to work this morning, I was notified that a Revdex.com complaint was filed over the weekend. I have spoken with our customer this morning and we are moving forward with the claims process.

We do have terms and conditions that we are taking into consideration, which I have reviewed with our customer. I cannot make any guarantees we will come to an agreement based on our customer’s demand, but we are currently investigating the claim per our policy and procedure. The customer also understands that we do not have photographic proof of some of the items she has claimed or she has not attempted to test all of the electrical items. She understands we will move forward with her claim once this information is received.

I wanted to submit our written response before our 7 calendar day deadline. Again, I cannot promise to have a resolution in 7 days, but will work towards finalizing the investigation as quickly as possible.

Sincerely,

Claims Manager

The company was not present during this incident. Therefore, it is a matter of he said she said. I did inquire what was the truck hauling. But they never responded. If they look back at our email correspondence you can see that. It is highly unlikely that my vehicle suffered two chips in the windshield and several chips on the grill. Normal road debris on a heavily traveled interstate(highway 70) is not going to contain enough rocks to put several chips in my vehicle. I sent pictures of the truck to the company to prove that their truck was on the highway not to prove that there were rocks coming from the truck. You would have to have a high-definition camera in order to view rocks coming out of the trailer. Quite frankly it is very unsafe to even take a picture traveling on an interstate so they are lucky I even got a picture of the truck. They need to take responsibility for their trucks and what they do to other vehicles when they are not cleaned out properly! There is no possible way for me to present evidence that this incident happen. Therefore, I also ask the company if they ever pay out any claims to drivers on the road. My guess is they do not because there's no way to provide evidence unless you have your video camera on at the exact time the rocks are coming out of the truck and heading your vehicle. Basically it's not possible. Therefore, if The company had any integrity they would pay for their damage.

Dear Sir or Madam:Thank you for taking the time to notify Mobile Mini of the concerns of Mr. [redacted]. We value his business and appreciate his many years of loyalty. Unfortunately, the unit in question has a set net book value that we are unable to adjust and as such the lowest price we can...

offer Mr. [redacted] is $1,770 to purchase the container.Branch Manager [redacted] has reached out to Mr. [redacted] to inform him of this and we hope to hear back from him soon.Sincerely,[redacted]Billing Resolution Manager

Good morning,Upon review of [redacted] account we have discovered the following:·        The customer has had this container for almost 8 years·        The cycle has always been 28...

days, which means he will getbilled twice in one month at some point depending on his cycle.  Forexample in November of 11/14 he was billed on 11/2 for November and then on11/30 for December.  It is the 13th invoice that he fallsbehind.·        Terms were changed to a N30 to give him longer to pay.·        MM has never sent out balance forward invoices as we are currently unable to do so.·        He would have received past due notices showing what was currently past due.·        Customer called 2012 and 2013 about the same issue and he was explained again about the MM not sending out balance forward invoices and his28 day billing cycle.·        His auto pay was updated and the payment for 265.80 was taken, however , the $99.39 was not. Which was the agents error, could have been anoversight.  The customer did go on line and make the payment of $99.39The branch manager has approved the account to be changed to a true 30 day billing cycle, effective immediately.Please let us know if anything further is required. Thank you![redacted]Billing Resolution Manager

Hello,
I have contacted the branch manager regarding this issue and he has agreed to credit the invoice [redacted] in the amount of $144.79 and request a refund for this amount to her [redacted] card. The branch will be reaching out to Ms. [redacted] to make other arrangements on the contract so that she...

is able to get a monthly invoice on the same date each month.Sincerely,
Doris M[redacted]
Billing Resolution Manager

Revdex.com

RE: Complaint ID#[redacted]

Dear Ms. [redacted]:

I have received the above referenced complaint. Mobile Mini will be refunding the customer,[redacted] 

[redacted], $93.00. I have done the additional credits today. The refund will go out to**. [redacted] towards the 

end of next week.

I apologize for any inconvenience this may have caused**.[redacted].

Sincerely,

MOBILE MINI, INC.

Dear Ms. [redacted]:

I am responding to the second complaint filed on February 5, 2014. Attached is letter which was overnighted to [redacted] on February 3, 2014. [redacted] is [redacted]’s mother and the name on our customer account.

My supervisor, [redacted], also placed a call to [redacted] on February 5, 2014. We have not received a response to the letter or the phone call to date.

Unfortunately, we cannot move forward with resolution until we hear from our claimant(s). If any additional information is needed from Mobile Mini, please let me know.

Sincerely,

Claims Manager

Good Morning,When Mobile Mini acquired Onsite Storage, [redacted] contract was included in the list of contracts being converted to Mobile Mini in error. Earlier this month, our collections team was able to verify that this was the case and the contract was removed from our system. [redacted]...

[redacted] should not receive any further communication from Mobile Mini on this matter.Thank you,[redacted]Billing Resolution Manager

Good Morning,
We received a claim from the local branch on June 2, 2016. We did not have any evidence of debris on our trailer. A denial letter was sent on June...

8, 2016.
 
On June 15, 2016, Ms. [redacted] called me and told me that she had photographs of our trailer and wanted to email them to me. I reopened her claim and emailed her my contact information. Ms. [redacted] sent the pictures to me, but they revealed our trailer was clean. I saw no rocks or other debris on our trailer. I sent a second denial via email.
 
To address the comment regarding not telling Ms. [redacted] what we were hauling, I do recall discussing this with her over the phone. I told her that we haul storage units that are empty to our customer locations.
 
I only spoke to Ms. [redacted] on the phone once on June 15th. The remainder of our correspondence was conducted in writing. I have attached our email exchange and pictures, if needed.
 
Sincerely,
 
Kathryn W[redacted]
Claims Manager

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 progress moving me to a true 30-day billing cycle.  However, until they correct their billing practices, this remains unacceptable.  Each billing statement must provide any delinquent fees, and it should clearly explain what each fee is for to include any month and invoice number that may be delinquent.  Untill this is done I will not be satisfied, and will not consider this item to be resolved. 

Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.

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Per my complaint I paid $203 for services NOT rendered and received  $110 = balance owed $93.

Regards,

Better...

Business Bureau:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I am not satisfied with this response. Because I understand they offered a new Pod to my mother, however they are asking a disabled older woman to move extremely heavy items which is also impossible due to the rotted out Pod they gave us in the first place that has the boxes soggy and close to impossible to move without making items fall. My mom home alone also doesnt want men moving faimly heirlooms which they can potentially break, steal, etc. She does not feel comfortable with just having people come it and taking apart our stuff due to a company providing bad products aka the pod. 

They also claimed that the man who fixed the pod "[redacted]" ( who has disappeared since) told them that nothing was wrong with the pod and that tarring it and sealing it was just a precaution, while [redacted] told my mother and I to our faces that the pod was rotted. And since they have sealed the pod the water stopped coming in, which means that there was a problem and that the company had given my family a damaged pod. 

Ms. [redacted] from their company told me today and I quote, " We can go tit for tat with these claims". And that since I didnt move all 1,000+ items out of the pod that very day that now its not their fault at all to compensate me for the damages. However I did move out all the expensive items for them like tvs, speakers, monitors, etc. You can not expect us to move all these items somewhere when our house is under construction if I had a spot to put it we wouldn't need there disgusting pod in the first place. I also didnt know a grown woman uses the words tit for tat  and if she wants to make this a battle. I will see you all in court. 

I am a business student. And a business is suppose to always compensate the consumer and try to make ends meet. THE CONSUMER IS ALWAYS RIGHT, isnt that what were taught? However this company thinks none of this is there problem and claims that its been weeks now so it is now not their fault. Maybe it has been weeks now because they have not presented an option that is feasible for my family. Ms [redacted] also told my mother she would get a month free and they continue to charge her. Let me just say the amount of stuff in that pod is worth more than that disgusting vile box on my lawn.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,