Mobile Mini

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,

Mobile Mini does not have enough evidence to proceed with this claim. We cannot discuss other claimants and their outcomes. This is not a matter of integrity, but rather a proof of claim issue. We apologize for any inconvenience this has caused you and your family.
 
 
Best regards,
KathrynW[redacted]
Claims Manager

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

December 4, 2014  Revdex.comAttn.:  Samantha Oberdank4428 N. 12th StreetPhoenix AZ  85014  Complaint # [redacted] I called the customer, [redacted], and discussed the dispute with...

her.  I apologized for the dispute not being resolved to her satisfaction in a timely manner.   Mobile Mini, Inc. wrote off the disputed invoice and all the late charges on the account.  Ms. Brye seemed to be happy with this resolution. I asked her if there was anything else I could do.  She said no and thanked me.   Sincerely, Eric VollandDirector of Credit and Collection

To whom it may concern,

size="3">
As of 1/19/16, there was an unpaid past due balance on this account of $621.68 which was sent to third party collections.  

On 1/20/16, we received payment for that amount paying the account in full and covering all unpaid invoices on your account.  Due to a payment application error on our part, a portion of this payment was not allocated correctly.  On 2/26/16, we realized that we had funds to cover the entire amount we placed with the collection agency and the placement was in error.  We notified the agency of the error and asked that they close the account immediately.  We advised Vengroff W[redacted]the collection agency) that the account was placed in error based on our payment application error.  They assured us that [redacted] credit would not be negatively affected in anyway due to our placement error.

Best regards,
IhlanM[redacted]
Charge Off/Bad Debt Lead Collector

?

 

 

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

I do not feel that the price they are willing to settle for is fair value. We have had the same unit for 15 years, it is rusted, and has never been  maintenance by them. The value from a depreciation stand point really should not be more than $1,000. Given the condition of the unit the value should not exceed $,1000 [redacted]Senior Pastor [redacted]"The City of Refuge"  [redacted] Columbus, Ohio 43232[redacted]

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]

Dear Sir or Madam:Mobile Mini takes every customer concern seriously as our solid reputation depends on it. We want to express how much we value our customers, demonstrated by the fact that it is not uncommon for us to go above and beyond our contractual obligations. We have examined Ms....

[redacted]'s account and have found the following. Ms. [redacted]'s payments were received, however they were applied to older outstanding invoices which is why the invoices in question were sent to a collection agency. However, in the spirit of customer service we have notified the collection agency to discontinue pursuit of these invoice payments.A representative of Mobile Mini has reached out directly to Ms. [redacted] to inquire about the insurance claim, as this is the first time we are aware of it.We are happy to answer any additional questions you might have and look forward to the resolution of this complaint.Sincerely,Doris M[redacted]Billing Resolution Manager

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

July 16, 2014 

Revdex.com

[redacted]

 

RE:  Complaint ID# [redacted]

 

Dear Ms. [redacted]:

 

I have received the above referenced complaint dated July 10, 2014.  I...

contacted the branch manager and Mobile Mini will be refunding the customer, [redacted], $367.72.  I have done the additional credits today.  The refund will go out to Mr. [redacted] towards the end of next week.

 

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

 

Sincerely,

Billing Manager

 

MOBILE MINI, INC.

Dear Sir or Madam:Our company recently reached out to [redacted] to let him know that we were able to find a way to refund him the pickup charges he was seeking. I believe this has been resolved.Sincerely,[redacted]Billing Resolution Manager

Review: Mobile Mini, Inc. invoiced our company, 2401 San Jacinto Holdings, LLC and we paid for Pick Up Zone A, Fuel Surcharge Pick UP, and taxes on their invoices for a total of $389.70.The containers on these invoices remained on site at [redacted] and were transferred to [redacted] on or about September 16, 2013, at which time the PickUp Zone A, Fuel Surcharge Pick UP, and taxes were billed to them also.Desired Settlement: We are requesting a refund of $389.70 from Mobile Mini, Inc.

Business

Response:

Dear Sir or Madam:Our company recently reached out to [redacted] to let him know that we were able to find a way to refund him the pickup charges he was seeking. I believe this has been resolved.Sincerely,[redacted]Billing Resolution Manager

Consumer

Response:

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,

Our delivery pick up from mobile mini

Confirmation # **SSN**

I've given these guys 2 chances and got the same run around both times and for that reason decided to write this review.

Called to schedule a container pick up no later than 10-22-2015. The rep at the corporate location mis entered the information into the system and noted on our file "end on 10-22-2015". Called on the 22nd and the rep told me that the information entered was a bit confusing and that should of of worded it differently and apologized. She said it was scheduled for pick up on the 23rd by the local Baltimore branch at 9:01am. I asked if they can confirm this with the branch and put me oh hold. They tried to reach out to Mary in dispatch or Charles the branch manager and was not able to get in contact with them. They basically told me that someone was going to call me from the branch and if I don't hear from them to reach out once again. Did multiple times the same day and left messages. No one called me back. Had my fingers crossed. On the 23rd its 12pm and of course no picks up the container. Call the local branch and cant get in contact with anyone. Leave messages and no one ever calls back. Call corporate office and the lady helping me tries and can't get in contact with a single person at the branch. Gives me the same story that someone will reach out to me. I tell them that I wanted to talk to a corporate manager at her office and she says hes on the phone and she cant get a hold of a manager there. Felt really bad for the poor girl. Seems like this is a trend at Mobile Mini where no support is ever given to the customer service reps. I tell them that the container will be towed if no one gives me a answer about when it will be picked up. After holding for 10 minutes they finally get a hold of Mary (dispatch at Baltimore). She tells me that their truck broke down in the morning and that it will have to be rescheduled (would of been nice to get a call from them).

Our company have used Mobile Mini three times so far. Two out of the three times we got the same exact story that their truck broke down. Never let us this happened and we had to try to chase them down to get some answers. Our relations with our clients are very important and they were both compromised due to Mobile Mini when we promised the container to be off the site by a certain date that they confirmed. It seems like they are on their own schedule even though we gave a 2 week notice to remove the containers. The recording when they put you on hold that says "service is very important to them"...is a joke.

Sean

Review: We got a mobile mini due to having an addition being put on and needing to store old and new products. For the end of summer the pod was fine, however upon opening it about a month ago. The entire ceiling of the pod was leaking water on brand new house items such as 62 in LCD tv, computer monitors, lighting equipment, telescope, furniture, books, photos, china, security systems, speaker systems, bedding, clothing, and irreplaceable objects like trophies, awards, pictures, yearbooks etc.

The service man that came out was very nice but barely spoke english to explain what was going out. But he was outside for about two hours ( we have 5 witnesses for these claims as our contractor, electrician, etc were here witnessing this situation) tarring and sealing the top of the pod. When coming to the door for signature he claimed and I quote, "THE POD WAS ROTTED".

If the pod was rotted and this is the problem then it is mobile mini inc. fault for not inspecting there pods and shipping out one in not working order. The company further claims they have not spoken to him and have not heard anything. Well I have pictures of him tarring the entire roof and it did happen.

I requested compensation for all the brand new items that now have water damage as well as all my irreplaceable items that grew mildew and are absolutely ruined. However, they claim I should unpack the pod and see what actually does or doesnt work. THIS IS RIDICULOUS. My brand new never used or opened products shouldn't be in soaking wet boxes with water stains. They should be in the original condition that they were put in there in. Otherwise I believe this company is conducting terrible business. If they believe this is acceptable and that a 1 month refund is enough. It is not. There is almost 10,000 dollars worth of products in there. THIS IS A DISGRACE.Desired Settlement: I believe my family and I deserve a refund for the entire pod since it wasn't even in working condition in the first place. I also believe I am entitled to compensation for brand new items I never got to use before being ruined. And the items that are irreplaceable that cant have prices put on them like photos yearbooks etc. should also get some type of compensation. My father has passed away and they have ruined my memories and this will not be taken lightly.

Business

Response:

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

Consumer

Response:

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.

Business

Response:

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

Review: Basically they pulled a "Bait & Switch on me. I was specific in what I wanted and in the end it was not what was expected or wanted. I specifically ordered a unit (40' Tri Door Security Container). That is what I was expecting. The delivery driver stated he had to leave the container for now and to call their office because he wasn't able to return it right then. I contacted the [redacted] office they had me contact the original sales person (and I use the term person very lightly since with such dishonest practices from him he isn't a person in my world). Upon contacting [redacted] who was conv. out of town so I left a message and a couple days later an associate called me. Still no help. Week later I was able to get through to [redacted]. Still nothing but [redacted]. I was told to contact [redacted] so I did. Now this is the golden egg. [redacted] ? the supervisor, and their dispatch spoke and dispatch thought it had been picked up week or two after del. they had a pick up order. Now this trash [redacted] ?? denies speaking with me, [redacted] is so full of [redacted] if his lips are moving he is lying. I don't mean to be offensive but I have never in my life dealt with a company full of such dishonesty. Fortunately I do have some recorded, phone records, emails, etc . . . The problem, they are trying to collect another fee for pick up. In the beginning I refused to go through with the deal for such high fees. Final agreement with [redacted]. I would pay a one time fee of what was two or three hundred less. Then the ended up tacking on a [redacted] load of other fees that you never even hear about. Also, I called numerous times to find out when they would be picking it up. Or, maybe I live such a pathetic life that I need to go to work for mobile mini and tell lies all day.Desired Settlement: I would suggest that they close this and walk away from it. I will take every avenue possible to exploit their practices. That was their final agreement with me from that thing ([redacted] in [redacted]. Dishonest practices are not allowed in most peoples world as can be seen be all of the other complaints filed in the past. same issues. History speaks a lot.

Just walk away! Close this and don't push the matter.

And! Have a nice day!

Short note: I do not have the exact delivery date and no clue of the final pick up dates I got tired of calling them about it.

Business

Response:

November 8, 2013

Revdex.com

Attn.: [redacted]

4428 N. 12th Street

Phoenix AZ 85014

Response to Revdex.com Complaint # [redacted]

Dear Ms. [redacted]

After discussing the issue with the branch manager, the decision was made to credit the balance of $700.00 to Mr. [redacted]’s account.

Sincerely,

Billing Manager

MOBILE MINI, INC.

Review: After renting a mobile office for an extended period of time (one of many units we've rented from MM, INC), we had Mobile Mini pick up the unit on 7/17/14. At the time the driver was given 3 sets of keys to the unit. An invoice dated 7/18/14 was sent, among standard and expected charges on the invoice was a $75 charge for "No key returned". The day the invoice was received in the mail in late July '14 we contacted the number listed on the invoice to question the charge, this number was to the Tempe, AZ headquarters. After speaking to them we were told by the rep that she would speak with her supervisor and we were also directed to call the branch manager. That call was made immediately after the first call however we were only able to leave a detailed message on the Portland OR branch managers voice mail. No call was ever returned. Another detailed message was left a few weeks later for the same manager, however again there was no return phone call from the branch manager. Meanwhile, we spoke multiple times to the representatives from the AZ offices. We were told every time that supervisors would assist in looking into the matter. While I did not keep track of every name, I know I spoke with an agent named [redacted] who I contacted on 9/5/14, she said she was working with her supervisor to straighten it out, however she never called back. In early November a customer service agent named [redacted] called about payment for the $75. I went over the issue with her and pointed out that the only time I get a phone call is when they want payment on the keys, however they do not ever return calls regarding the initial problem with the billing, the fact that we gave the driver not one but three sets of keys and the charge should be voided. As expected, [redacted] said she would speak to her supervisor, however she was the first person to return a call in the 4 months since the issue arose. She called back within the following weeks to let me know her supervisor was working on it and she would get back to me. On December 3, 2014 [redacted] called back looking for payment, she told me that they had asked the branch manager, who asked the driver, who said he didn't remember getting keys. This was 4 and a half months after he picked up the unit, something he does daily, and even though the store manager will not return my call I am expected to believe that they finally asked the driver 4 and a half months later and he doesn't remember getting the keys and simply accept that as the final resolution and just pay them $75. [redacted] told me again she would talk to her supervisor as they were sitting right next to her, I asked her to please have the supervisor call me directly so that I can speak with them and she said she would. A few minutes later [redacted] called back and said I needed to call the branch manager. I again told her I had done this twice and couldn't get a return call (I didn't mind calling again but it does seem pointless if they don't call back), she then said she was transferring me to another customer service agent named [redacted] (sp?), not a supervisor. [redacted] told me I needed to call the branch manager and there was nothing they could do to help me, he did say they were trying to come to a happy resolution, but they could not doing anything because the store manager is the one responsible for the charge and also the one who would need to correct it. [redacted] said unless the store manager fixes it, there is nothing that the Mobile Mini headquarters can do, and there was also nothing they could do about the store manager that doesn't return calls. He said they usually are very good about it, and they have taken very good notes since September, however by September I had already called the branch manager twice and the headquarters at least twice. I did point out that they didn't keep very good notes if they didn't have record of those calls, and they weren't "very good" about calling as the first return call I got from anybody at their company, either the headquarters or the local branch, was from [redacted] after 4 months after the issue began, and that was a return call with no info until she called again looking for payment in December. It appears to me that the way this company resolves billing issues is to simply ignore customers and call them every month asking why they aren't paying, and then start all over with an "I'll talk to my supervisor" comment only to put you back on ignore until they call again looking for money.Desired Settlement: It is not our fault that this matter has taken so many months and still not been resolved, we did everything we could to get it taken care of immediately, however Mobile Mini's practices of not returning calls has drug this out for almost 5 months. It is unacceptable that after all this time we are expected to pay Mobile Mini $75 based on a driver saying months later that they don't have the keys. If Mobile Mini had addressed this sooner as we attempted to do, then maybe the driver would be of help. Now too much time has gone by to ask the driver if he can find them and expect us to be ok with that as a resolution. We stand by our statement that we returned three sets of keys in July, we did everything thing we could short of going through the drivers truck ourselves, and at this time the only acceptable resolution is to credit our account the $75 charge for "No keys returned" as well as any late charges originating directly from that $75 charge.

Business

Response:

December 4, 2014 Revdex.comAttn.: Samantha Oberdank4428 N. 12th StreetPhoenix AZ 85014 Complaint # [redacted] I called the customer, [redacted], and discussed the dispute with her. I apologized for the dispute not being resolved to her satisfaction in a timely manner. Mobile Mini, Inc. wrote off the disputed invoice and all the late charges on the account. Ms. Brye seemed to be happy with this resolution. I asked her if there was anything else I could do. She said no and thanked me. Sincerely, Eric VollandDirector of Credit and Collection

Review: I have tried to get a clear and straight answer regarding there billing cycle. I was told (after getting the unit) that it is a 28 day cycle and they only accept automatic billing. On July 22, 2013 my bank account was billed for that cycle, on August 20, 3013 I was for that cycle. On Sept. 6th I was billed again. After speaking with a supervisor in there billing department I have no clue to why I was billed so shortly after payment 16 days between payments. There paper invoice I receive by mail never matches billed/ invoice date ie... my august statement reads { Due date of 8/25/2013} yet my bank card was charged on the 20th, this difference in due date on my invoice and when they charge my bank card is unexplained by there customer service and happens frequiently. And the change in the Sept. billing was cloudy explained as a change in there bank and or computer problems Bottom line I never know when I will be charged and since this is an auto charge from my bank account I don't know when to have the funds available like most people I do have other bills to pay. I was told once by there customer service that they can bill me 10 or more days before or after the invoice date, are they kidding me?Desired Settlement: I would like a CLEAR explanation of the billing cycle and a fixed billing date, I don't mind paying bills but not knowing when I will be charged is unfair business practices not to mention the paper invoice I receive in the mail is useless since it never matches when the funds are removed for my bank, Banks do charge a fee if funds are not available

Business

Response:

The billing cycle is every 28 days. Mr. Lamm’s credit card will be charged on the first day of the billing cycle which is on the invoice that is sent to him.His most recent payment dated 9/6/13 was for billing cycle 9/6/13 through 10/3/13. The next billing cycle is 10/4 through 10/31, the payment for this cycle will be taken out on 10/4. Payment for billing cycle beginning on 11/1 through 11/28 will be taken out on 11/1.When the invoices are sent to Mr. [redacted] he will be able to budget for the payments by looking at his billing cycle that is stated on the invoice. Best regards,[redacted]Customer Care Manager

Consumer

Response:

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.My complaint was not answered. I know it is a 28 day billing cycle but; 1. Why was it changed from around the end of the month to the beginning without any notice. I paid the august September billing cycle on august 20th just like the prior bill in July and like wise all the prior months. Now it is 16 days later and I get billed again on Sept. 6th, no notice or explanation.2. The invoice I receive in the mail has NEVER been the date funds are removed from my account. The august statement has a due date (august 25) the funds were removed on august 20th. I have called regarding this difference and have never got an answer. Can I not trust the due date on the invoice if not why bother to send one?either way I cannot be expected to have funds ready if they change current billing cycle dates or bill randomly around the statement due date.Regards,[redacted]

Business

Response:

Initially the account was sent up on Mobile Mini’s original auto pay system where the payment was coming out approximately 15 days after the invoice date. Mobile Mini is transitioning all customers to the new auto pay system through a different bank and payment is now taken out on the first day of the rental cycle (not invoice date or due date).Invoices are sent out so that the customer can keep them for their records. As with the original auto pay system, the payments for the invoices were never taken out on the due date. If the customer would like, Mobile Mini can take him off of auto pay since we cannot take the payments out on the due date.

Consumer

Response:

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.I will make the payments to mobile mini by mail using there invoice. The next invoice should be for October cycle.

Regards,

Review: To whom it may concern,

This is the second time within a 2 year period this issue has transpired. The ending results of the prior issued was ruled in my favor. Whenever I use Mobile Mini online payment plan, this non payment comes about? My storage is due THE 1ST OF EVERY MONTH as set up by the corporate office.. For some reason mobile mini continues to charge me twice a month. Mobile mini receives a payment from me on the first of each month, then charge me again the 27th of each month. This is the same exact issue we had from the prior case. It took mobile mini FIVE months to contact me about this issue. Today 02/25/14 I received a phone message stating mobile mini was going to auction my unit. I have been with this company for 10 years and only pay $121.00 a month and was not sent any notice that they planned on auctioning my unit.Desired Settlement: Until this issue is resolved I want Mobile Mini NOT to be able t auction off my unit. I want them to adjust my bill the way it should be before I used their online payment plan.

Business

Response:

Business

Response:

?

March 4, 2014

Samantha Oberdank

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

Response to Revdex.com 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

Review: Company charged me for their failure to pick-up a rental unit and renewed my monthly contract without authorization

I have made repeated attempts to resolve this issue with the business and have never received a response. I rented a construction storage unit from Mobile Mini in New Orleans - Account Number [redacted], Contract Number - [redacted]. I called and requested the unit be picked up on February 25th. I subsequently received no contact from the company of any kind.

On 3/24/14 I called again to request the unit be picked up.

On 3/27/14 I received a call from the driver who was attempting to pick up the unit. He stated access to the unit was blocked by cars and there was a portable toilet leaning against the unit. I told him he could simply move the portable toilet (they are easily moved). He told me he thought he knew who the cars belonged to and not to worry, he could get them moved. I told him if he couldn't, call me back and I would send an employee over to the site to help. I did not receive a return call.

On 3/28/14 I received a voicemail from the driver stating he was trying to pick up the unit. I was busy at the time and did not receive the message until several hours later.

I called the business again on 3/31/14 - the following business day. I was told the unit was scheduled for pick up and they would call me before going out there.

I received an email on April 3rd from a neighbor wondering why the unit was still there. I immediately called the company and requested the unit be picked up. Again I made it clear that the unit was parked on the street and we had completed the project so there was no one on site. I stated that we could not be assured there would not be cars in the way but that if they could give me a 24 hour period for scheduling the pick-up I would ensure the surrounding area was clear. Otherwise, if they could call me one hour prior to pick-up I could have an employee meet them there. I was assured they would schedule the pick-up and call me back. I never received any communication from anyone at the company.

The next notice I received was a bill mailed to me for a dry-run pick up, and a bill for rental on the unit for 3/21/14 - 4/17/14. I immediately called the company again to ask why the unit hadn't been picked up. I was told that there were cars blocking the unit. I repeated my previous statements and again requested I be contacted with a date or prior to pick up. I also requested a refund for the dry-pick up fee. I was assured this would happen. Again, I never received any communication from the company.

On April 24th I received another email from the neighbor. I called the company again, made the same statements as previously and stressed my annoyance at the issue. They again made the same assurances that they would pick up the unit, look into the fees and would be sure to contact me prior to pick-up. Again I never received any communication from the company.

Some time after this I received another bill from the company for rental fees for the period 4/18/14 - 5/15/14.

On April 28th I received another email saying the unit was still there. I called the company again and made the same requests. The unit was finally picked up the following day April 29th. Again, even though I was assured I would be called prior to pick-up I was not called that time either.

All in all I made at least 24 calls to MobileMini's customer service, the branch office, the dispatch office, the branch manager, and the driver totaling 110 minutes. During every one of these calls I stated that for me to guarantee the unit to be accessible I would need advance notice. In response I received two calls in total, both from the driver at the time he arrived at the pickup site. I received no other communications from the business other than automatically generated invoices. MobileMini charged me for their failure to conduct a simple pick-up operation, renewed my monthly rental without my consent or even notifying mDesired Settlement: Consequently I request they refund the two months of rental payments at $113.86 and the dry run pick up fee of $140.00 for a total of $367.72

Business

Response:

July 16, 2014

Revdex.com

RE: Complaint ID# [redacted]

Dear Ms. [redacted]:

I have received the above referenced complaint dated July 10, 2014. I contacted the branch manager and Mobile Mini will be refunding the customer, [redacted], $367.72. I have done the additional credits today. The refund will go out to Mr. [redacted] towards the end of next week.

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

Sincerely,

Billing Manager

MOBILE MINI, INC.