Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a text late in the afternoon of Tuesday, February 4th stating that I had a package at the *** Store. Each package that arrives at the store is scanned into their system. Each time they scan a package; they print out a form and put it in our mailbox. I went to pick it up after work on Wednesday, February 5th. The staff told me they could not find the package and had misplaced it. They had put a printout of the scanned package into my box there, so they had a package in hand at some point. I had suggested then and multiple times since that they run a report of all that picked up packages and call the box holders and have them check the labels to make sure that it is their package. I have been in four times to check on my package status and have even called to check on it. It is now 6:14 pm on 02/13/2025, and they have yet to call me to give me an update on my package. And, they would have to call hundreds of box holders that received packages in the eight days because of their lackadaisical attitude. Is this not considered theft of mailed packages? Full details in attachment.

  Business Response

  Date: 02/18/2025

  We sorted out the issue with the customer. Package was mistakenly checked in to her mailbox but was actually a package for another customer. The package went to the correct customer, and we explained to the situation and provided documentation that the package was indeed not for them. 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22940129
  
  I am rejecting this response because:

  The stores new manager did let me know what happened with the package.  I understand that an employee supposedly made a mistake.  But where is the accountability by their old manager in the training of said employee.  The new Manager to be is definitely seeing the issues with the owners leadership and seeing the need for change.  
   I did ask for some sort of documentation and was told that due to confidentiality, they could not provide any.  The store DID NOT provide documentation. That is a statement made by someone that has not had anything to do with this situation but is trying to have this complaint dismissed.  The store could say anything they want in order for this complaint to go away.   
  In our conversation, the manager also talked about the lack of organization at this store.  This would explain the multiple lost packages that have happened at this store.  The owner needs to take responsibility and show integrity and ethics in his management.  I think they are on the right track with a new manager that sees the lack of disorganization that has created a distrust in an owner that cannot train their employees and have an organizational system in place.  This also makes the community wonder what responsibility the *** Corporate Store has in holding their stores to the same integrity that they value.   
  I would like to know what policies and procedures will be put into place for this store so that it never happens again.  I also would like to know what kind of oversight will be put into place as well by both the state, the BBB, and the corporate office for this *** Store.  In the past eight years, the regional manager has not had much influence in how this store is managed.  Can the *** Store in this location be charged with ID Theft or Mail Theft if new policies and procedures are put into place?  There are not any other options in the area for those of us that have to utilize their services.  They need some competition so that changes can be made.    

  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited the store for a return. They printed a label and charged me 3 dollars and change. I started to hand the clerk a $10 bill. She asked if I wanted to donate to (some cause, cant remember. I said no. She said I had to decline on a pin pad. I didnt have my glasses but could see NO on the screen. Tried several times to hit NO until it went away. She took my money and gave me $1. + change. I asked where my $5 was. She said I donated it. After discussion they said they couldnt give me a refund on the donation. I tried to file a complaint with the number she gave. They said they could do nothing about my money. Ive sent the store owner/manager an email but received no response. UPSStore **** stole $5 dollars from me.

  Business Response

  Date: 08/08/2023

  Hi *****,
  
  I hope this email finds you well.

  I'm writing to you today to apologize for the confusion and frustration you experienced with our employee. I understand that you were not happy with the service you received, and I want to assure you that we take your complaint very seriously.

  I've investigated the matter and spoken to the employee in question. It appears that there was a misunderstanding, and I want to apologize for any inconvenience this may have caused you.
  

  As a gesture of our goodwill, pls see our center manager, ****** sometime this week.  He will reimburse you for $5 and offer you a one-time 50% discount on our passport services or notary services. I hope this will help to make up for your experience.

  I value your business and I want to make sure that you have a positive experience with our store. If you have any further questions or concerns, please don't hesitate to contact me.
  

  Thank you for your patience and understanding.
  Thx
  AB

  Customer Answer

  Date: 08/09/2023

  Thanks for responding. The business has reached out to me and have offered to rectify the situation. I have accepted their offer to refund and will visit the store soon. Thanks again

   

  *****

  Customer Answer

  Date: 08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a box at this *** store for over 5 yrs &at another one in ******* for 18 yrs. The last time I renewed my box rental for 3 months it was $60. When I went to renew today ****** said he raised the rates to $90 plus $7 service tax. There was ZERO notification that rates would be raised ******* refused to meet even half way as $30 increase is over top crazy. I called SEVERAL stores &all said it is policy they have to notify you of an increase. If I had the option to have my mail delivered to my house I would but mail here neve is delivered correctly hence why I have the box. ****** REFUSED to give the senior discount unless I paid for that first. I am on a very limited income &$30 without any notice is wrong & according to the other *** stores wrong &agree extremely unprofessional. its sad that the owner refused to give the senior discount which is only 10% but better than nothing. I would not recommend anyone to this store. For whatever reason this location changes owners more than I have ever seen. I even question if ************************* is the owner since he himself &another employee referred to him as manager. this is wrong especially without proper notice to those who rent boxes & who have been loyal customers. If you can do not go to *** Store on 15th ave ******** **. They will not honor their prices as I was told the raised their rates in April but when I paid my bill on May 5 2023 it was $30 less. They lie and refused to give service, honor their rates etc. I hope BBB can do something. I am also contacting *** STore Corp, and Atty ******* etc. its wrong &even worse to do this to seniors like myself. I want them to honor what I paid in May 2023 which is after their supposed rate increase which each employee &manager/supposed owner stated the rates increase. I paid $60 +7 for $67 which is higher than before which was $54. Not $90 I had to pay today. I want a credit for the difference. taking advantage of seniors and saying oh too bad.

  Business Response

  Date: 08/09/2023

  Dear *********************,

  I am writing to apologize for any inconvenience or frustration you may have experienced due to our recent price changes. As you know, we have new ownership and have made some changes to our pricing structure. While we believe these changes are necessary to ensure the long-term viability of our business, we understand that they may not be ideal for everyone. As stated in your *************** Agreement section 9, The term of this Agreement shall be the initial period paid for by the customer and any renewal period paid for by the customer from time to time. Renewal of this Agreement for additional terms shall be at the Centers sole discretion.

  However, I want to assure you that we are committed to providing our customers with the best possible value and experience. As a result, we are offering you a one-time 60% discount on passport photo services or $30 off on any services provided by us for a purchase of $100 or more. We hope this will help to offset the impact of our price changes.

  We also want to remind you that you have the option to cancel your rental at any time. If you choose to do so, we will refund you the full amount of the renewal fee.

  We apologize for any inconvenience this may have caused. We value your business and hope to continue serving you for many years to come.
  Sincerely,