UPS Store

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I
do not accept this responseThe dental office’s failure to do their due
diligence in ensuring they were quoting me correctly for this procedureWhile
the online member benefits for my insurance showed that 80% of anesthesia was
covered, there are guidelines across the board for *** *** in determining
whether or not anesthesia is covered for the procedure*** *** DOES NOT cover anesthesia for only four
non-impacted teeth extractionsThis is not unique to my case; it is their
guideline for all *** *** subscribersI find it hard to believe that this
office wouldn't be aware of these guidelines as *** *** is a major
insurance company and I'm sure this office deals with billing their insurance
regularlyI spoke with *** *** who advised that had the office called,
they would have been advised of the guidelines and advised that the anesthesia
would not have been covered for my procedure
Attached
you will find the *** *** Premier fee-for-service programPage 13, number
details the only instances in which anesthesia is covered by my insurance
My procedure does not meet any of the criteria and so it should not have been
excluded from my estimateHad I received a quote that included anesthesia at
my cost, I never would have elected to have the procedure done at all
As
stated in the Fees, Terms and Conditions of Service provided by the dental
office under "Insurance Pre-Estimate" it states that they would A.)
CALL my insurance company about expected benefits based on my plan type,
deductible, co-pay and maximum benefit, or, B.) File a WRITTEN pre-determination of benefits with my insurance company
Neither occurred and therefore this agreement cannot be upheldThey merely
checked online which did not provide the detailed information necessary to
quote my procedure accuratelyWhen I signed this agreement, it was with the
assumption that they had done one of the two scenarios provided in that
agreement for determining a pre-estimate which is what I signed and agreed toWhile I can understand that an
estimate can be off by a marginal amount on occasion, it is a blatant failure
to do a job properly when an estimate is off by a couple hundred dollarsIt is
a scamI inquired with *** *** who confirmed that NO written
pre-determination was filed with my insurance as stated would occur in the
dental office’s conditions of service agreement
The
criteria given as cause for a varying estimate, “…could vary from the actual
benefit paid based on your eligibility at the time of service, benefits used
with other dental providers, incomplete information or incorrect information
about the services you require…” none of these instances apply to meThere
were no issues with my insurance, coverage or informationThe only incorrect
information about the services I required was on the part of the dental office
and their failure to adhere to their own conditions of service agreementI
should not be made to pay for that mistake.
Since the dental
office failed to adhere to their own conditions of service by failing to either
call my insurance to regarding expected
benefits or file a written pre-determination with my insurance, my original
request of a full refund of ALL
outstanding balances owed and paid thus far through the payment plan, as well
as any associated fees, still standsIf the dental office does not agree with
this, I will be seeking legal advice as this is a violation of the agreement
that was signed by both me and a representative of that office
Regards,
*** ***

We are sorry for the confusion over the sof bi-monthly paymentsWhen a loan is sold, the new owner of the loan can use any servicing company and most companies offer a bi-monthly
payment program for their customersThe programs require a direct withdrawal from your account to be deposited in their accountBecause we don’t know the servicer at closing, we must wait until the loan is sold to set this upTypically, the new servicer will send a welcome letter with instructions on how to register for this service. At this time, we are reaching out to the servicer of your loan to re-send those instructionsIf you have additional questions, please call our Director of Originations *** *** at ###-###-####. We appreciate your choice of NBKC Bank as a loan provider, and hope that this information helps clarify the situation

To: Revdex.com Western WARe.: ID #***- Second LetterJan 7, 2016, I received another letter from you stating that Ihave not responded to your letterI faxed a response lettersyesterday so please look for it
But since I received another letter from you:, I thought I shouldalso let you know that I have found out that Mr*** owned aretail store just a few blocks away from our store.He has a UPS account and feels not so secure about dropping offhis package then he should Request Pick up at his location thatway the UPS Driver will scan every packages he picks up at thatlocationI did not mention this on my 1st letter because I was not SURE if he has business location or not
Our focus has been always our Clients but no matter what we cannot please everyone especially those who well known to be NOT ANICE person to work with by those in contact in regular basis.Please close this case
Thank youJE***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
? Complaint: ***
I am rejecting this response because:? It is not truthful and? their actions constitute fraud.? Please see attached additional backup information and photos
Regards,
*** ***
?

Revdex.comE4th Street, Suite 600? Cincinnati, Ohio 45202RE: ID# [redacted]I am writing in response to complainants’ letter dated October 21, There are two issues with the patients’ responseFirst, there are a variety of inaccuracies stated regarding the payment of insurance claimsSecond, she is trying to avoid payment based on our contract entitled "Fees, Terms and Conditions of ServiceHowever, she signed the contract thus agreeing to the terms that states a pre-estimate is never guaranteedThe patient has made five payments on her outstanding balanceI have included a copy for your reference (Exhibit A).? First, Ms[redacted] made a variety of inaccurate statements regarding insurance claims in hcr response letterAt Oral facial Surgery Associates, we do understand that insurance payments are a complex issue and difficult for a layperson to understand the exact procedures in which a physician's office files a claimWith that being said, Ms[redacted] is incorrect that "had the office called, they would have been advised of the - guidelines." It is common practice in dealing with [redacted] to be referred to the website by the [redacted] Representative over the telephoneThe insurance coverage sheet printed from [redacted]'s website is attached as Exhibit BAs you can see by this attachment Ms[redacted] benefits were printed up again on October 20, and it still states general anesthesia is paid at 80%As stated by any representative of any insurance company, they do not guarantee coverage when obtaining estimated benefitsThey cannot and will not guarantee that a claim will be paid or what will be paid until the claim is actually filed.In addition, Ms[redacted] states that "there arc guidelines across the board for [redacted] in determining whether or not anesthesia is covered for a procedure." However, this is inaccurateI have enclosed several explanations of benefits from [redacted] (Exhibit C)These provide proof that [redacted] is not across the board when paying for anesthesiaAs you can see we get payment for anesthesia many times with fewer extractions than this patient hadThe differences are the results of the way the individual plan is written.Second, Ms[redacted] signed the contract entitled, "Fees, Terms and Conditions of Service" and is attempting to avoid payment based on this contractual agreement (Exhibit A)However, the contract states that "pre-estimates are estimates only and could vary from the actual benefit paidThe estimate given to Ms[redacted] varied from the final bill due to incomplete information received from her insurance companyThe insurance company provided the information we used for the estimate and this information provided by the insurance company was incomplete informationSituations such as these do occasionally arise and as a result we have our patients sign the contract entitled, "Fees, Terms and Conditions of Service" to help our patients understand that we can only provide estimates, and that the insurance pre-estimate is never guaranteedWe contact patient’s insurance company for information on benefits as a courtesy to our patientsWe try to give patients an ideal of out of pocket expenses with the information we receiveThis is never exact.Ms[redacted] has made five payments on her accountShe currently owes $and has paid a total $We have been extremely flexible with Ms[redacted] regarding her delinquency and have offered to set up payment arrangements on her account; however a payment has not been made since OctoberWe do request that Ms[redacted] contact our office promptly to avoid any Collections effort from an outside company.Feel free to call my office at your convenience to discuss any remaining questions regarding this matter.Thank you,Yvonne R[redacted]? Practice Manager? Oral Facial Surgery Associates? Thomas More Parkway, Suite 101? Crestview Hills, KY 41017###-###-####[redacted]

I have reviewed the response offer 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.
Please see attached.
Regards,
[redacted]

The customer shipped the refrigerator through our store as stated. We spoke with the employee whowaited on him. At no time were any representations made as to the whether the package wasappropriately packed. The package was picked up from our store by UPS and delivered to the recipient.At some point...

during transit, the package was apparently damaged.The customer notified our store of the damaged Red Bull panel and a claim was filed with UPS. UPSreviewed the packaging of the refrigerator and determined that the damage was due to inappropriatepackaging. We notified the customer of the UPS review and he asked to have the refrigerator sent backto him. We communicated the customer’s request to UPS which ended our involvement with thissituation. We are only aware of the damaged [redacted] panel. We have no knowledge of the additionaldamages that the customer described in his complaint.As was stated to the customer on several occasions, our The UPS Store, like all The UPS Stores, is anindependently owned franchise. We do not transport packages. The shipping carrier, in this case UPS,transports the packages pursuant to a contract between us and them. When a package is damaged, wefile a claim with the shipping carrier on behalf of the customer. The decision to deny or pay a claim isentirely up to the carrier. This was explained to the customer and he signed a Parcel Shipping Order atthe time of his shipment acknowledging these facts.During the claim process, our store spent many hours working with both the customer and UPS. Wemade every attempt to persuade UPS to approve his claim, but ultimately the claim was denied.

To: Revdex.com Western WARe.: ID #[redacted]- Second LetterJan 7, 2016, I received another letter from you stating that Ihave not responded to your letter. I faxed a response lettersyesterday so please look for it.
But since I received another letter from you:, I thought I shouldalso let you know that I have found out that Mr. [redacted] owned aretail store just a few blocks away from our store.He has a UPS account and feels not so secure about dropping offhis package then he should Request Pick up at his location thatway the UPS Driver will scan every packages he picks up at thatlocation. I did not mention this on my 1st letter because I was not SURE if he has business location or not.
Our focus has been always our Clients but no matter what we cannot please everyone especially those who well known to be NOT ANICE person to work with by those in contact in regular basis.Please close this case.
Thank youJE[redacted]

I spoke to owner and we offered to make a whole new mattress for him  On 9/22/17 - Called and spoke to [redacted].  After listening to the issue at hand (I was not working here at the time of sale/complaint) I told him that we will make a whole new mattress and redeliver...

and he refused.  Wants a refund.  As you can see on attached Sales receipt by Mr. [redacted].  There are no cash refunds only Merchandise Credit.

Complaint: [redacted]I am rejecting this response because:
The UPS Store has not addressed the issue/basis for the Revdex.com Complaint. To reiterate, the complaint is that the UPS Store refuses to issue receipts to customers for transactions. I hope that you will address the complaint rather than continue to misdirect the conversation and make further excuses.
I would further add that a business' option to request a UPS pickup is not relevant to that issue, and resorting to insults is unprofessional. You are running a business where you are paid a commission to accept packages on behalf of UPS, and a certain level of business acumen and professionalism are expected.
Best regards-[redacted]

I am sorry that you are having issues with your floor and you can rest assured that we do not ignore our customers.  I did not know that you asked for me to come out and look at your floors.  Kyle who worked on your floor did inform our office staff that you wanted me to come look at the...

floor and they did try to reach out to you but never got a return phone call.  With that said, I will make sure that you are contacted so that we can schedule a time to come and look at your floor.  We make every effort to make sure our clients receive the best service possible and we will do the same for you.  Expect to get a phone call today from our office.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I'm rejecting this offer because as I stated before I've gotten 2 cars from this establishment and both cars have NOT been reliable and have messed up on me more than once . The first car messed up me the next day from purchasing the car which was the Buick and even with them fixing it , it messed up once again . So , now I'm not going to accept a car that's not reliable especially with the fact I have small children involve and it was extremely hot outside during the breakdowns of the vehicle . The Nissan Murano , yes I was satisfied with the car that's the vehicle I originally wanted after the Buick . However , it didn't even last 2 weeks it was messing up and giving me trouble . So , it was there responsibility to fix the car because these issues were areasy wrong with the vehicles before a purchase was made . It was stated that the cars are sold As-Is but if my vehicle messes up a day after purchase or within a 14 day period I'm entitled to a refund or another car that's reliable . It's not my responsibility to have to buy a vehicle and get the repairs done right after it's been purchase and I didn't even have either one for a month . The Lexus that tried to give me something was wrong with that one too , it has maintain economic required on that as well . Basically , they want to give me a car where if anything was to happen to it , I'd have to pay high maintaince fees that I don't have . A single parent of 2 I need a reliable car that I shouldn't have to worry if it's gonna mess up tomorrow . My Buick was towed twice & my Nissan had been towed 5 times within a few weeks of having the vehicle . That's unacceptable , and the Nissan had oil in it , like I stated previously it was checked by my grandfather and he said the oil was still and clean . The car needed no oil in it , there was already oil in there . I am still requesting a refund of my $750 , I've been through a lot these past few months and now I'm without a car because they refused to fix and pay for the repairs of my car . I've been depending on others to get back and forth to work and getting the kids to daycare everyday  it's been vey hectic for my kids and I . This has caused me a lot of stress and struggle .   Thanks , [redacted] 
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2017/02/13) */
Revdex.com,
[redacted]
Reference Case #XXXXXXXXX
[redacted],
First I would like to clear up some issues with this complaint. When the customer attempted to pick up the package the store could not find it. They did...

an exhaustive search of the store. Once that was complete we contacted the delivering shipping company to determine if the package was accidentally picked up by the driver during normal package pick up. Once it was determined that there was no way to find or retrieve this package we reached out to the customer on numerous occasions for a receipt showing the value of the phone so we could reimburse the customer for the cost. We received that requested information on approximately 2/3/17, after this complaint was filed. The documents we received from the customer show two different amounts due. We are currently trying to determine the correct amount to pay. The customer has been kept informed as this process is proceeding. We are still waiting on the company to contact us about which value is correct.
Guy [redacted] Operations Manager
JPolo Investments/Future Investments Indy LLC
c/o The UPS Store 4918
[redacted]
Bloomington, Indiana, XXXXX
(P) XXX-XXX-XXXX
Cell XXX-XXX-XXXX
[redacted]@theupsstore.com
Initial Consumer Rebuttal /* (3000, 7, 2017/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There hasn't been any follow up, nor apology. This company lost my package over a month ago. They are trying to pay me around [redacted] for a brand new iPhone 7. The [redacted] price is a buyout of the lease, which is only valid if the phone is returned. Because I never received the phone, I can't return it. The price of the phone is [redacted] If the Revdex.com is unable to assist, I can coward this matter to the Indiana Attorney Generals office. Just for clarification, I was told for 2 weeks they were still looking for my package. Once I mentioned, filing a police report everything was expedited. The retail price for an iPhone 7 with T-Mobile is [redacted] Why can't a check be cut? An apology be issued?

Final Consumer Response /* (2000, 7, 2015/11/04) */
Customer has indicated that the business has satisfied the content of his/her complaint and the issue is now resolved.

To whom it may concern, We explain duties and taxes with every international shipment we send so that w can avoid a situation such as this.  We train all of our employees to ask if the customer knows about the possibility of duties and taxes and explain that we have no control over what is...

charged once it gets to its destination.  These duties and taxes are fees that Canada is charging for shipping items into the country and are not fees that we or UPS are collecting.  We are very confident that duties and taxes were explained.  While we do not believe that duties and taxes being assessed should have been a surprise we understand the amount assessed in relation to the amount spent on shipping can be.  We are willing to pay the amount requested by the customer in this instance.  The funds requested were not charged by our store so to clarify, this is a reimbursement, not a refund.  The shipment was sent to Canada so the amount she is asking for needs to be converted to US currency, once converted the amount is $51.65.We have spoken with her via telephone on Wednesday, August 19 and she has agreed to this settlement.  Check number [redacted] was issued and mailed to her address today, Thursday August 20.- The UPS Store Kingstowne

[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.]
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.
Regards,
[redacted]

Revdex.com Upstate South Carolina 408 North Church Street Suite C Greenville, SC  29601   RE: ID #[redacted]   To Whom It May Concern:   This letter is in response to the above mentioned ID#.  First and foremost, as a used car dealer in the state of South Carolina,...

all of our cars are sold AS IS.  That being the fact, all customers are required to sign a Buyer’s Guide stating that all cars are sold AS IS which states: “YOU (customer) WILL PAY ALL COSTS FOR ANY REPAIRS. The dealer assumes no responsibility for any repairs regardless of any oral statements about the vehicle). Ms. [redacted] signed the Buyer’s Guide when she purchased the automobile referenced in her claim, the 2003 Nissan Murano.   Although our cars are sold AS IS, as Ms. [redacted] stated herself, we did try to work with her in reference to the problem she experienced with the first car mentioned in her complaint, the 2005 Buick Rendezvous.  After we, (Prestigious Motor Cars) had taken the car back on several occasions and tried to resolve Ms. [redacted]’s concerns, she eventually decided she no longer wanted the Buick Rendezvous.    At that point, we allowed her to keep the 2005 Lexus ES 350 that we had given her as a loaner car while her car was being repaired, until we found the car she really wanted – a Nissan Murano.  Even though we have a rental car division, we did not charge Ms. [redacted] any rental fees to drive the Lexus.  We even suggested to her on several occasions that she should keep the Lexus since she had driven it for a while, and knew it to be a reliable car; but she refused.  We eventually found the 2003 Nissan Murano, and Ms. [redacted] was very pleased.    As Ms. [redacted] stated, approximately two weeks after she purchased the Nissan Murano, she experienced a problem.  She took it to one of the local auto parts stores to have the problem diagnosed, and was informed that the sensors and battery were bad.  Ms. [redacted] stated that she was going to have the car fixed herself on Friday when she got paid.  Apparently she did not take care of the repairs, because the following week Ms. [redacted] called and said the car had broken down on her. We had the car towed to [redacted] to be repaired.  Once again, we provided Ms. [redacted] with a rental car at no charge to her while her car was being repaired.  The car was repaired and returned to Ms. [redacted] on or around August 26th.   On September 30th, after having the car a little over a month, Ms. [redacted] called and stated that the car cut off.  We had the car towed to [redacted], and the mechanic inspected the car and stated that the motor had locked down because Ms. [redacted] had failed to put oil in the car.   We offered to assist Ms. [redacted] with having the car repaired, and offered her a rental car considerably lower than our normal rental rates.  However, Ms. [redacted], her mother, and her grandmother insisted that we should again, provide a free loaner car, and have the car repaired at our expense.  After explaining to Ms. [redacted] and her family that we could not take care of the expenses because the problem was due to lack of maintenance on her part they became upset.   We are not insensitive to Ms. [redacted], or any of our customer’s situations; which we feel our actions have clearly displayed.  As mentioned earlier, we sell all of our cars AS IS, which legally releases us from any liability once a car is purchased.  Even though that is the case, we still went above and beyond to try to satisfy Ms. [redacted].  We do not normally provide loaner cars at no charge, we do not normally pay for towing and repairs, and we do not normally allow a customer to switch cars, however we did all of those things for Ms. [redacted].  But once we informed her that we could not pay for damages that she could have prevented, she became upset.   Ms. [redacted] is requesting a refund of her $750.00 down payment, however we have spent a lot more than that between all of the towing costs, and repairs trying to make the situation right for Ms. [redacted].  We will also have to put a new engine in the Nissan Murano, so we have already taken a huge loss in this situation. Unfortunately, at this time there is nothing else we can do to assist her.

I personally left a voicemail for Ms. [redacted] on January 30, 2017 to discuss her claim.  Further information was needed to support her product value claim.  She did not return the call and did not furnish the requested information.  Please understand that UPS is a separate entity from...

the UPS Store.  UPS stores are independently owned and operated and we provide the shipping service and pass shipments on to UPS.  UPS is responsible for ultimately deciding whether a claim is to be paid for any packages in their possession at time of loss or damage.  I am acting in good faith to attempt to resolve this dispute and have resubmitted the claim today.  However, it will not be processed completely until further info is received from Ms. [redacted].    I will reach out to Ms. [redacted] again because she must provide proof of value of the product.  I trust that this will answer your query at this time.  Please contact me directly with any additional questions.  Regards, [redacted] owner

Our employees are trained to explain with international shipments that customs may charge duties and taxes, and that we do not know or have any control as to how much those charges may be.  That being said, our employees are human and forgetting to mention every detail involved with shipping...

should be an understandable and forgivable honest mistake.  That is by no means an excuse on our part.  
In terms of rectifying the situation, we will be calling the customer to apologize for our short comings in regards to explaining the complete details of international shipments as well as reimbursing them for the extra charges they incurred from customs.  We will also be posting a disclaimer in the store that specifies that all international shipments may be subject to duties and taxes and that those fees are decided upon by the country receiving the import and not by UPS or any of it's affiliates.  Thank you for taking the time to inform us of this misunderstanding.

To Whom It May Concern:I am extremely sorry that Mr. [redacted]'s TV arrived damaged. UPS did pay out on the claim following the declared value coverage signed for by Mr. [redacted] on May 10, 2016.  The documents attached show all documentation signed and given to Mr. [redacted] at the time of his...

shipment. My staff member also took the time to rubber stamp paper work as well as have Mr. [redacted] sign the PSO document to prevent this type of possible complaint. I have sent Mr. [redacted] a check in the amount of $152.09, $100.00 declared value and $52.09 for the shipment cost.Unfortunately I am unable to collect any further declared value coverage on this shipment.Sincerely - Judy [redacted] - Owner