Wilkens Insurance Agency

Initial Business Response / [redacted] (1000, 9, 2016/08/15) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: ***@americanprideindustries.net This customer has received their container

Initial Business Response / [redacted] (1000, 5, 2016/05/19) */ [redacted] did want us to build a unit for himOur production is behind scheduleHe did ask for a refund and I stated that We would issue it to himI also stated it could take up to days for the refund to be issued and sentHe is getting a refund in fullI have answered many calls from him and told him the same thing each timeYou will receive your refund on or before June XX XXXX [redacted] Owner Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) My husband, ***, was told today by [redacted] that his office manager took care of the refund days agoDuring the call today, [redacted] did mentioned that at one time when he issued a refund to another customer it did take days but he said it only happened onceHe never mentioned today or previously that a refund would take up to daysWhen [redacted] made the deposit to ***, it was done by bank transfer and arrived within business hoursThere is no reason the refund should take more than business hours [redacted] asked [redacted] for his office manager to send proof that a refund had been issued [redacted] told him that once his office manger returned from lunch, he would have them submit proof that a refund had been submitted via emailThat proof has not arrivedThe first call made by [redacted] to [redacted] regarding the work on the storage container, [redacted] told [redacted] that he would have to check on the status of the storage container and would call [redacted] back later that day [redacted] never received a call back [redacted] called him days later and [redacted] told [redacted] the same thing, he would have to check on the status of the construction of the storage container and he would get back with [redacted] and if [redacted] did not hear back from him within a hour for [redacted] to call him back [redacted] never called [redacted] back [redacted] called [redacted] and got his voice mail [redacted] did not call [redacted] after that [redacted] called [redacted] after that day since he had not heard from ***It was not until at least the 3rd call or later that [redacted] admitted there was a problem and the work on the container had not even been startedAfter the first call from ***, and if [redacted] did indeed check on the status on the work on the storage container, [redacted] knew at that time the work had not been started and he should have told [redacted] this when [redacted] called him back the second timeUnderstandably things happen but the refund process should not take over hours and [redacted] has repeatedly mislead ***This has put us in a bind as we need that money in order to purchase another storage container from another business Final Business Response / [redacted] (4000, 9, 2016/05/20) */ ***, I am sorry that you feel this wayIf this purchase put you in a bind as you stated, that is not the fault of oursI stated to you that we were running behind scheduleI also gave you the new estimated completion date of your unitI DID NOT say the company was having problemsThat is a flat lie from you that you are spreading! I also stated that we would refund your money and it could take up to days for the refund process to be completeI also stated to you that I would not charge you the 10% cancellation fee, for no reason other than to be nice This is the only formal request I will be making for you to please stop spreading defamatory commentsYou are posting statements on the internet and you said that you have contacted the city attorney about usThis is totally unnecessary because it will not speed up the process Trying to force the issue by being a bully to us will not speed up the refund process either You submitted a verbal request for a refund on May XX XXXXAs stated in the numerous emails and phone calls that we have had, You will receive your refund within days of that date Final Consumer Response / [redacted] (4200, 13, 2016/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) When you are not honest and not up front with your customers it can create an air of distrustWhen I called you after the time had passed [redacted] the storage unit was supposed to have been delivered you told me you would have to check on the status and you would get back with meYou also told you you were having problems with employees and I believe you said some had quitYou did not call me back to tell me what the status was on my orderI called you back days later and you again told me you would have to check on the status of my orderHad you actually checked on the status the first time I called, you already knew the work on my storage container had not even beganYou should have told me at that time but you did notYou told me you would call me back and if I did not hear from you in a hour to call youYou did not call me back and I called you and I got your voicemailI left you a message and you still did not call me backIt was not until further calls that you finally told me the work on the storage unit had never beganYou told me it would not be started until the beginning of JuneYou never gave me an estimated completion date only an estimated start dateIt was during that conversation I asked for a refundYou were in breach of our agreement as you had not delivered the storage unit as agreedI was pleased when you said you would offer me a refundI sent you a email on that day, Friday May 13, which had my banking information which you would need to do a refund via a bank transfer, which is the same method I used to send you my deposit in AprilOn Tuesday, May 17, I called you because I had not received a refundYou stated to me that you had not received my email with my banking informationYou asked me to send it again while we were on the phoneI sent the email againYou confirmed you had received it while we were on the phoneYou said you would have it taken care ofYou never mentioned it would take days to get a refundYou did not mention any type of time frameI assumed you were going to issue a refund in the same way I sent you my deposit, a bank transfer which takes less than business day to completeThat is why I called you again on Thursday May 19, because I had still not received a refundIt was during that conversation that you mentioned it could take some time and that once it took days for a customer to get their refundYou also mentioned that your office manager had taken care of it on TuesdayI was skeptical because the way you explained the refund being done via your computer and once it hits your bank's computer, takes timeYou said that sometimes it takes longer than other timesHad you told me that you were not going to issue me a refund via a bank transfer then I would have understoodBut again you were not up front with me as to how you were going to issue a refund to meIf we are discussing bank transfers as the way of issuing me a refund, you should have at that time told me you were not doing a bank transferI did not understand and I asked if you would have your office manager send me confirmation that she had issued the refund since you stated she did the refund on Tuesday, May You said you would have her send me the confirmation when she returned back from lunchI did not receive the confirmation from your office manager or from youAs of today, May 23, 2016, I have not received any type of confirmation that any refund has been initiatedThis was yet another instance where you did not follow through or you were being dishonestAs there has been numerous times when you did not follow through or were not honest, I can only assume you were not telling me the truth about the refundIt would be easy to resolve this issue if you would just forward me confirmation that a refund has been initiated Had you dealt with me in a professional and honest manner we probably would not be having this conversation nowYour repeated actions created a situation where you could not be trustedYou should have been honest with me from the beginningIf a refund has been initiated as you said it has, why have you not sent me confirmation like you said you would? Because I did not receive the confirmation you said you would send to me, I felt I had no other choice but to contact local authorities to look into the matter for meYou have not been honest and I do feel like I could be a victim of fraudYou have not given me any reason to feel otherwiseYou made statements in your response to the complaint with the Revdex.com and you made statements in your email to me on may You never mentioned anything about a cancellation fee until your email may It is possible that you have confused my conversations with conversations you had with other customers and have some of your facts mixed upBut I do not know your true intentionsI have not made any comments that are not trueMy only intention is to get my money back I hope to get this matter resolved as soon as possible and I appreciate your attention to this matter

Initial Business Response / [redacted] (1000, 5, 2017/02/10) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: ***@ [redacted] There was a error on our part and shipped out the containers that were suppose to go to this customerWe appoligize for this and will have his units ready to ship this weekI will personally be in contact with the customer and relay all the information to himThank You [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/03/06) */ We have given [redacted] over weeks to respondWe have also sent an e-mail to himHe has failed to respond with a phone call which he said he would do in his e-mail and he has also failed to respond to our e-mailWhat is our next step? We thought to give him time as his e-mail sounded sincereThank you for your help Final Business Response / [redacted] (4000, 17, 2017/03/22) */ Units have been provided for pick up [redacted] has been provided the needed numbers and information for him to pick up the units It is up to the customer to pick up and deliver themWe consider this issue closed and completed

Initial Business Response /* (1000, 5, 2016/08/15) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@americanprideindustries.net
This customer has received their container that they have purchased

Initial Business Response /* (1000, 8, 2017/06/02) */
Mr.*** purchased containers from us and asked for them to be modifiedHe also needed crane work done to place themWe asked for a weeks notice to deliver the units so we could meet the crane thereWe are happy to deliver the units as soon
as he provides us a date*** *** is a separate company that we refer business to and have for yearsAS far as us owing them money, if this were true, it would be between us and themWe have used them for years and will continue to for many more years to comeThere are many capable crane companies to choose from if Mr*** does not want to choose the one that we always referAll we need is a weeks notice and we will deliver his containersWe are only open Monday-Friday
If there are any questions or to give us the date for delivery, Mr*** is welcome to email us
***
Initial Consumer Rebuttal /* (3000, 11, 2017/06/06) */
***Document Attached***
We have tried to contact him on multiple instancesI have had my Military JAG office to even write a letter to him which is attachedSo we have tried email him and we have prof of calls, texts, and email with no resultsEven now he has not called me back or attempted to make this wrong rightSince he has refused to contact me I have had to go another rout in order to maintain my build time lineThis matter is NOT resolvedI want my money back
Final Business Response /* (4000, 16, 2017/06/21) */
Contact will be made directly to the number on the letterWe do our best to service our customersAgain we will be contacting directly to the contact information on the letterThank you

Initial Business Response /* (1000, 10, 2016/07/06) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@americanprideindustries.net
The payment has been sent in fullI have been in contact with ***
Initial Consumer Rebuttal /* (3000, 12,
2016/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Originally, we had agreed that a wire would be sent so that we may see payment sooner.On 7/1/2016, *** advised us that a check for $11,was sent but we have not seen it yet (Today: 7/6/2016)We have been promised payment several times in the past and never received itOnce check has been received by us and has cleared in our account, only then we will consider this matter resolved
Final Consumer Response /* (2000, 15, 2016/07/12) */
Customers check payment of $11,arrived on 7/11/It cleared in our account on 7/11/We now consider this case closed

Initial Business Response /* (1000, 9, 2016/08/15) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@americanprideindustries.net
This customer has received their container.

Initial Business Response /* (1000, 5, 2017/02/10) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@[redacted]
There was a error on our part and shipped out the containers that were suppose to go to this customer. We appoligize for this...

and will have his units ready to ship this week. I will personally be in contact with the customer and relay all the information to him. Thank You.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2017/03/06) */
We have given [redacted] over 3 weeks to respond. We have also sent an e-mail to him. He has failed to respond with a phone call which he said he would do in his e-mail and he has also failed to respond to our e-mail. What is our next step? We thought to give him time as his e-mail sounded sincere. Thank you for your help.
Final Business Response /* (4000, 17, 2017/03/22) */
Units have been provided for pick up. [redacted] has been provided the needed numbers and information for him to pick up the units.
It is up to the customer to pick up and deliver them. We consider this issue closed and completed.

Initial Business Response /* (1000, 5, 2016/05/19) */
[redacted] did want us to build a unit for him. Our production is behind schedule. He did ask for a refund and I stated that We would issue it to him. I also stated it could take up to 30 days for the refund to be issued and sent. He is...

getting a refund in full. I have answered many calls from him and told him the same thing each time. You will receive your refund on or before June XX XXXX.
[redacted]
Owner
Initial Consumer Rebuttal /* (3000, 7, 2016/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My husband, [redacted], was told today by [redacted] that his office manager took care of the refund 2 days ago. During the call today, [redacted] did mentioned that at one time when he issued a refund to another customer it did take 30 days but he said it only happened once. He never mentioned today or previously that a refund would take up to 30 days. When [redacted] made the deposit to [redacted], it was done by bank transfer and arrived within 24 business hours. There is no reason the refund should take more than 24 business hours. [redacted] asked [redacted] for his office manager to send proof that a refund had been issued. [redacted] told him that once his office manger returned from lunch, he would have them submit proof that a refund had been submitted via email. That proof has not arrived. The first call made by [redacted] to [redacted] regarding the work on the storage container, [redacted] told [redacted] that he would have to check on the status of the storage container and would call [redacted] back later that day. [redacted] never received a call back. [redacted] called him 2 days later and [redacted] told [redacted] the same thing, he would have to check on the status of the construction of the storage container and he would get back with [redacted] and if [redacted] did not hear back from him within a hour for [redacted] to call him back. [redacted] never called [redacted] back. [redacted] called [redacted] and got his voice mail. [redacted] did not call [redacted] after that. [redacted] called [redacted] after that day since he had not heard from [redacted]. It was not until at least the 3rd call or later that [redacted] admitted there was a problem and the work on the container had not even been started. After the first call from [redacted], and if [redacted] did indeed check on the status on the work on the storage container, [redacted] knew at that time the work had not been started and he should have told [redacted] this when [redacted] called him back the second time. Understandably things happen but the refund process should not take over 24 hours and [redacted] has repeatedly mislead [redacted]. This has put us in a bind as we need that money in order to purchase another storage container from another business.
Final Business Response /* (4000, 9, 2016/05/20) */
[redacted],
I am sorry that you feel this way. If this purchase put you in a bind as you stated, that is not the fault of ours. I stated to you that we were running behind schedule. I also gave you the new estimated completion date of your unit. I DID NOT say the company was having problems. That is a flat lie from you that you are spreading! I also stated that we would refund your money and it could take up to 30 days for the refund process to be complete. I also stated to you that I would not charge you the 10% cancellation fee, for no reason other than to be nice.
This is the only formal request I will be making for you to please stop spreading defamatory comments. You are posting false statements on the internet and you said that you have contacted the city attorney about us. This is totally unnecessary because it will not speed up the process.
Trying to force the issue by being a bully to us will not speed up the refund process either.
You submitted a verbal request for a refund on May XX XXXX. As stated in the numerous emails and phone calls that we have had, You will receive your refund within 30 days of that date.
Final Consumer Response /* (4200, 13, 2016/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When you are not honest and not up front with your customers it can create an air of distrust. When I called you after the time had passed [redacted] the storage unit was supposed to have been delivered you told me you would have to check on the status and you would get back with me. You also told you you were having problems with employees and I believe you said some had quit. You did not call me back to tell me what the status was on my order. I called you back 2 days later and you again told me you would have to check on the status of my order. Had you actually checked on the status the first time I called, you already knew the work on my storage container had not even began. You should have told me at that time but you did not. You told me you would call me back and if I did not hear from you in a hour to call you. You did not call me back and I called you and I got your voicemail. I left you a message and you still did not call me back. It was not until further calls that you finally told me the work on the storage unit had never began. You told me it would not be started until the beginning of June. You never gave me an estimated completion date only an estimated start date. It was during that conversation I asked for a refund. You were in breach of our agreement as you had not delivered the storage unit as agreed. I was pleased when you said you would offer me a refund. I sent you a email on that day, Friday May 13, which had my banking information which you would need to do a refund via a bank transfer, which is the same method I used to send you my deposit in April. On Tuesday, May 17, I called you because I had not received a refund. You stated to me that you had not received my email with my banking information. You asked me to send it again while we were on the phone. I sent the email again. You confirmed you had received it while we were on the phone. You said you would have it taken care of. You never mentioned it would take 30 days to get a refund. You did not mention any type of time frame. I assumed you were going to issue a refund in the same way I sent you my deposit, a bank transfer which takes less than 1 business day to complete. That is why I called you again on Thursday May 19, because I had still not received a refund. It was during that conversation that you mentioned it could take some time and that once it took 30 days for a customer to get their refund. You also mentioned that your office manager had taken care of it on Tuesday. I was skeptical because the way you explained the refund being done via your computer and once it hits your bank's computer, takes time. You said that sometimes it takes longer than other times. Had you told me that you were not going to issue me a refund via a bank transfer then I would have understood. But again you were not up front with me as to how you were going to issue a refund to me. If we are discussing bank transfers as the way of issuing me a refund, you should have at that time told me you were not doing a bank transfer. I did not understand and I asked if you would have your office manager send me confirmation that she had issued the refund since you stated she did the refund on Tuesday, May 17. You said you would have her send me the confirmation when she returned back from lunch. I did not receive the confirmation from your office manager or from you. As of today, May 23, 2016, I have not received any type of confirmation that any refund has been initiated. This was yet another instance where you did not follow through or you were being dishonest. As there has been numerous times when you did not follow through or were not honest, I can only assume you were not telling me the truth about the refund. It would be easy to resolve this issue if you would just forward me confirmation that a refund has been initiated.
Had you dealt with me in a professional and honest manner we probably would not be having this conversation now. Your repeated actions created a situation where you could not be trusted. You should have been honest with me from the beginning. If a refund has been initiated as you said it has, why have you not sent me confirmation like you said you would? Because I did not receive the confirmation you said you would send to me, I felt I had no other choice but to contact local authorities to look into the matter for me. You have not been honest and I do feel like I could be a victim of fraud. You have not given me any reason to feel otherwise. You made false statements in your response to the complaint with the Revdex.com and you made false statements in your email to me on may 20. You never mentioned anything about a cancellation fee until your email may 20. It is possible that you have confused my conversations with conversations you had with other customers and have some of your facts mixed up. But I do not know your true intentions. I have not made any comments that are not true. My only intention is to get my money back.
I hope to get this matter resolved as soon as possible and I appreciate your attention to this matter.

Initial Business Response /* (1000, 10, 2017/03/23) */
The customer received the pick up information on February 14th when I received it. He had his driver pick it up from the location on February 20th.
Customer had received a larger container than ordered because the smaller ones were on back...

order. He was charged $1800 and received a container that was valued at [redacted] This was agreed upon before the complaint was filed with the Revdex.com. Customer reversed the charges on his CC after the container was released to him according to our bank info. Customer said he would give us another CC#It is our policy not to take another CC in this situation. Customer said he has sent out a check for payment. We are awaiting the check. Once we receive it, I will update this to account paid in full.

Initial Business Response /* (1000, 6, 2017/04/06) */
We have spoke with [redacted] And her husband on numerous occasions. The 9000# container that they ordered was delivered to the wrong customer. There was rain and we were unable to pick it up and move it to their house due to the ground being soft....

We have made numerous attempts to get it out but were unable. We have communicated with them. We have apologized for the delay.
I received confirmation that the unit has been delivered from our driver.