Petco Prints

Initial Business Response /* (1000, 8, 2016/04/19) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
As of April 13, this issue has been resolved, invoice adjusted and paid by ***I spoke with *** on the evening of
April 13, 2016, and discussed the issuesWe had come to the conclusion after the conversation that *** would pay hour labour and the parts that were installed in his unitDuring our conversation I had discussed with him that due to unfortunate circumstances last year, we were having a hard time to get the parts from our supplierWe had all intentions on fixing their unit and apologized for the matter
Initial Consumer Rebuttal /* (2000, 10, 2016/04/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue has been resolved to the satisfaction of both parties

Initial Business Response /* (1000, 8, 2015/09/24) */
Contact Name and Title: [redacted]/Office Mang.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@nb.aibn.com
The customer reservation on Aug 30/15 for [redacted] contract XXXXXXXX was scheduled to pick up the reservation for 11:45am....

as our business closes at 12pm on Sundays. The customer did not show up before our closing time and we even waited another 15-20 minutes after closing before cancelling her reservation at 12:23pm as there was another customer who wanted to rent the truck. We did explain to the waiting customer that it was reserved and if it was picked up by the reserved customer in a timely manner, we would give the rental to the waiting customer. [redacted] did not show up at the office until around 12:30pm when we had just completed the rental for the waiting customer. As our business hours are listed on the website for U-Haul we are not obligated to stay after hours for rentals. It is unfortunate that the customer did not show up on time but it was not our fault. We can not sit by the phone either as we are outside several times per hour and did not receive a call from [redacted] saying she was going to be late. We used standard U-Haul practices as we represent U-Haul as a local depot.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I previously stated, we were running 15 minutes behind due to traffic, we arrived at the location a couple minutes after 12pm. We tried calling serval times to let them no that we were trying to find another route. Nobody answered the phone. When we arrived the employee was outside with customers inspecting a truck (our truck). We waited inside for him as there was no other employee inside the building. When the employee was done with the inspection he came in which was apron. 12:20pm. He said "you better have a reservation" to which we replied "we did". Then he went to the computer and a look came over his face as he realized it was our reservation that he had just given away to two men who come in that morning looking for a truck. The employee said that it was there busiest time of year and he simply gave our truck away.
I contacted the 1-800 for Uhaul and was directed to central scheduling, [redacted]. He dealt with the situation and advised me to do a customer objection, which I did. They advised I would be contacted by the manager [redacted] within 3 business days. Which I was not, however I received this email:
U-Haul Reference #XXXXXX
Inbox
[redacted]@uhaul.com
Aug 31
to me
Good day Ms. [redacted], Firstly I apologize for not being able to provide you equipment you requested for at the location you needed it. It is the case that we cannot guarantee oneway reservations until a few days before the dispatch date, even when you book in advance. We did not give your truck away. The reason for this is because your booking with our oneway fleet, and it's the nature of our oneway fleet to constantly be on the move, always going to different places. Often customers will make bookings to go from Moncton NB to Fredericton NB for example, and we'll take that into account for another customer to pick up that truck in Fredericton NB, and then the previous customer will cancel their reservation from Moncton, which means we can no longer accomodate the second customer picking up in Fredericton NB. It could also be the case that the first customer doesn't drop off when agreed to, or they don't even drop off in the correct area. Unfortunately due to these possibilities, it's literally impossible for us to know exactly where our oneway fleet will be until a few days before the dispatch date. That's why we don't 100% guarantee the equipment until a few days before dispatch. If you'd like to see the finer details of our gaurantee policy, please see http://www.uhaul.com/Search/All/is-my-reservation-guaranteed .
I do see we now have a 10' comming into your area, but we already gave you a 20% discount for having to upgrade to a 17'. Since we now have your 10' comming in for 1 pm. We are happy to keep the current discount you have , and still provide you the requested truck as compensation for the inconvenience.
To which I responded:
[redacted]
Sep 1
[redacted]
Hello,
I read your email, and this is in fact not at all what happened. My uhaul was there, and I was sent the confirmation email of its arrival the day before.
I was told I would be contacted by a [redacted], who was the general manager of the dealer ship who gave my uhaul. I am unsure who you are and your involvement in this matter, but I can assure you this is not resolved.
You have not even provided your contact information for me, nor explained who you are, which is beyond unprofessional. I was able to ask at a uhaul dealership and the provided me with a number to phone you. I asked to be contacted by phone in the customer objection I filed, which you didn't respect either. I left a message for you yesterday, and you have not contacted back.
I expect a phone call today, so maybe you can shed some light on who are.
Respectfully,
[redacted] B
[redacted] apparently is the traffic manager for the Maritimes, and he tells of a very different story that happened. As you can see from my response above, I again asked to be contacted, however '[redacted]' closed the case and advised for it to not be reopened.
The next week, having not heard from the Manager at Gilbert Storage, and no response from [redacted], I called the 1-800 number for Uhaul again, to which they advised that the file had been closed and there were specific instructions to not reopen. I explained that nothing had been resolved and explained the situation again. The Customer Service Representative decided that it should be reopened and filed a new customer objection and assured me I would be contacted by the Manager, at Gilbert Store within 3 business days. Again, this did not happen. They have ignored all of my requests, and initially, all I wanted was for someone to take responsibility. To which they did not. This is the first response and that is only because I have made an official complaint through the Revdex.com.
As I stated, they gave my truck away, I had confirmed my reservation the night prior, and yes, I was running a few minutes behind due to the road to the location being closed, but I tried to call several times. And their claim of trying to contact me at 12:23pm, is false, as I was in the building at the time, and I can provide my phone records proving this statement from this is inaccurate as they made no attempts to contact me. Plus they have made several attempts to close this complaint, which I believe proves they know that they did wrong.
Final Consumer Response /* (4200, 16, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The matter is not between Uhaul Customer Service, and myself, but rather the authorized Uhaul dealer and myself. I only attached that email, to show the discrepancies in the cause of why the truck was let go. This matter is between Gilbert Storage and myself, as they are authorized dealers for Uhaul. My truck was to come from Gilbert Storage and it was Gilbert Storage staff who breached my contract. [redacted], from Uhaul Customer Service assured me that the Manager at this dealership would rectify this, this has not been the case. The truck was not cancelled in your system at 12:23, because I can assure you that we were there and our truck was being inspected and was off the premise at this time. 12:23pm may have been when the employee entered the inspection information into the computer or whatever you do, but I can assure you that the truck was given away by that time as we were there. Yes, your employee was still there because he was busy, and him being there he could have answered the phone, I understand that he was busy, but it is a business and answering the phone is part of the job description. AND in your previous response you claimed that the employee tried calling us, but in your last response you back tracked and claimed that you did not say that. Gilbert Street Storage is the reason why this matter has gotten this far. My initial attempts to rectify this situation were all unsuccessful. Nobody is willing to accept any responsibility and the story just change from one thing to another. We can dance around lie, and theories of what we think happened that day, and who the blame can be passed [redacted] but the fact is, that Gilbert Street Storage made an error that day, because the employee working was busy and under pressure as he was the only one in there on the busiest day of the year. Again, I am asking for a refund. It is the only justifiable resolution to this situation. Gilbert Street Storage made my OUT OF PROVINCE move a nightmare. I am not claiming for the expenses that I incurred due to this error (such as the hotel I had to get for the night, or the inconvience of moving my stuff outside on a deck all night long until it could be moved the next day), all I am asking for is the refund of the cost of the truck back. I feel that is a reasonable request given the situation. And I find the lack of ownership and trying to pass [redacted] blame onto somebody else is disheartening. Why would Uhaul themselves give me a refund (as he stated in his previous response that is who would give a refund)? Gilbert Street Storage is the authorized dealer for Uhaul, it was Gilbert Street Storage who was to provide me with the Uhaul truck. The responses speak volumes as to the service that future customers will receive.
Final Business Response /* (4000, 18, 2015/10/21) */
After speaking with my Area Field Manager for U-Haul, [redacted], I am attaching to copy of the documents regarding the cancellation of the reservation (12:23pm) and the next rental time (12:30pm). 12:30pm was the START of the rental on the computer and it takes a couple of minutes to complete the process, THEN he would have gone out for the inspection of the truck. No other entries are made in the system after a contract is complete. I have spoken to the employee on staff and the Owner of the business and feel all steps were followed as best he could. The employee DID try to call about the late pick up but the number would have shown up as our shop number not the U-Haul listed number. What I stated on the last response is that we did not call at 12:23pm, however, the employee assures me he tried to call prior to that time. We do not feel we are in the wrong and there will be NO reimbursement from Gilbert St Storage. Fact is the customer did not show up on time for the scheduled rental and on any other Sunday, the employee would have been gone by 12:00pm, closing time.