The UPS Store of Moscow 2673

I would like to say that it is The UPS Store store policy in ANY store that we as a Commercial mail receiving agency do charge for all servicesI have their signed agreement on line 6b that states there is a $per month fee for mail storage and a cost for all mail forwarding for the months
We took over the store on March 1st and saw that the previous store owner was not following policy. One of my employees did make a mistake by forwarding their mail right after I had done it I called them and apologized and said it would never happen again and deleted their CC information from our systemI have been more then fair with this customer to help them out with the feesIt is typically $per month for mail holding and I was only going to charge them $per monthThis customer wants us to forward them their mail for free and we can not do that as the postage costs usAll this information is in writing on their mailbox service agreement. Our number one priority is to have number one customer service and we do our best to accomplish that but I can't give away services or we would not be able to stay in businessI truly am sorry this customer feels they have not received the services they signed up for but they want them all for free and we just can't do that

Complaint: ***
I am rejecting this response because: Our complaint against this business has to do with failure to notify us when they began rejecting our mail and inconsistency in the application of their policies - which has resulted in financial issues for us as well as confusing expectationsThey rejected letters from our bank and the IRS which has caused us financial hardship and anxietyWe have never tried to get anything for free from them, and have tried to adjust to their changing fee systemWe, without being pressed to, voluntarily signed up for a month-to-month rental rather than receiving a free service that had been providedWe wanted to support the businessWhen we asked to have our mail forwarded, they expected us to pay a $fee for forwarding and wanted to charge us for the most expensive envelope along with postageWe only asked for the basic envelope and paid their fee plus postage - we did not ask them to waive the fee even though our understanding, based on experience, was that there was no additional feeUp until this point, they were holding our mail at no extra fee and did not notify us that there would be a change in how are mail was going to be processedWhen we didn't receive important mail from our bank, I contacted them, asking how much it would cost to have the mail that I assumed they were holding sent to us - again, not asking for anything for freeThe owner replied, casually, that it would be free because they didn't have any of our mailThey still didn't inform us that the reason they didn't have mail was because they were returning it to the sendersI contacted my bank and they said our mail should be thereWhen I contacted the UPS store again, they finally informed us that they were no longer holding our mail, as they had been, and had rejected anything that came for usThis came as quite a shock to usSuddenly we had no idea what had been rejectedWe are unable to file a change of address with the USPS because of doing business with a commercial mail receiving agent - so our mail is gone, including vital tax documents from the IRSWhen the Revdex.com asked what we would like by way of resolution, our main request is that somehow this be prevented from happening to others, and offered that a nice means of apology from the business would be to offer these services at no cost - not because we ask for something for nothing but as an apology for the struggle, stress, and confusion that we have suffered.
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:All that we want, is to help protect other customers. If this business cannot recognize what they have done wrong, then others are at risk of the same situation happening again and again. The response they have given indicates they have not learned anything, and that they truly believe they have not done anything wrong. They should be able to acknowledge that they should have notified us that they were no longer holding our mail. Repeatedly failing to communicate with us about changes in their practice, especially when it affects us directly is not good customer service - and until they understand that they made a mistake, their current and future customers are at risk.
Sincerely,
[redacted]

I have apologized on several occasions for the mistake that happened in the past,  but I feel we have done nothing wrong on this account. You truly didn't have any mail and we have never received anything from the IRS. I asked them how they would like to proceed with the mail we receive from this point on and they stated they would not pay us a dime. I can not forward mail for free in any instance. All we asked is that they pay per their agreement and they are not willing to do that. I would be willing to waive the storage fee for the month of May only but not for the 5 remaining months.