The Consumer Complaints Blog

I need help to resolve a problem I am having with UPS and Fed EX.
In March my friend and I sent 18 bottles of wine home from Italy. Before I go any further I admit right now that we had no idea that it was so difficult to send wine to Canada never having tried something like this before. We were told in Italy that it was done all of the time and that they could ship the wine for us-and so we did. The wine cost approximately 20 euros/bottle. It cost about 100.00 Euros to ship. We thought at we were getting a very good deal. Unfortunately we were so wrong.

Once the wine arrived in Canada I received a phone call from Lynn Grant from UPS to send them copies of the receipts for the purchase and shipping charges. I was told that there were several steps before the wine could be released and that it would take approximately 30-40 days. I was told that they had to send the information on to the LCBO who would then determine a Canadian cost for the wine + taxes and then the shipment would go through customs and that they would assign customs fees. After that was done UPS would charge a brokerage fee and after all of the fees were paid that the shipment would be released and delivered by Fed Ex. for which there would be no charge.

It is now May 14. After having paid all of the fees requested by UPS I believed that my shipment would be released and that we would finally get the wine. However I received an ‘emergency’ email from Lyn Grant asking me to call her. I was told that I would have to pay an additional 300.00 on top of the 561. 00 for 12 bottles and another 194.00 for the other 6 bottles which I had already paid to UPS. Having paid almost 800.00 is fees I expected that my wine shipment would be delivered.
Unfortunately this was not the case. As you can see from the attachments above I received an email from UPS asking me to contact them. I was told on the phone that Fed Ex wanted to now charge storage fees. According to Ms. Grant from UPS this has never happened in the past. She explained that they had an ‘ understanding’ with Fed Ex, that Fed Ex understood that the process to get wine through customs could take up to 40 days and that they had never been charged before. However, according to Ms. Grant, Fed Ex now wanted and additional 300.00 in storage fees and that my shipment would not be released by Fed Ex unless I paid the fees.

I could not believe this. I asked for the number for Fed EX. I called Fed Ex ( 613) 738-4501 and spoke to Roger. Roger explained that UPS was being dishonest. He said that Fed Ex always charged for storage. He said that they were told by UPS not to deliver the shipment as UPS did not want to pay the additional fee. He put me through to his manager Jason. Jason gave me the same information. He said that they always charged UPS storage fees for anything over 3 days. He explained that UPS didn’t always pay the fees. He said that they were willing to deliver the shipment but that UPS would not allow it because they would have to pay the storage fees. He explained that there was absolutely no reason why it should take 40 days to clear customs.

I called and spoke to Lynn Grant from UPS (613) 737-5935. She was very aggressive on the phone. I asked her to send me this new explanation in writing and that I would discuss this with my husband. She maintained that Fed EX was being honest. She maintains that UPS has never had to pay storage fees before. She explained that if they wanted UPS to pay storage fees then they should have filled them from the start and that they should have received a bill from Fed Ex. She maintains that they never got a bill from Fed EX. She explained that it was Fed Ex who would not deliver the shipment as they now wanted more money. Ms. Grant told me that she didn’t like being seen as a liar. That she would speak to her superiors and that they would sort this out. It should be noted that she did not send me this information in writing, and that she got back to me.

As you can imagine I was very upset by this turn of events. I told her that I had paid all of the extra fees her company working as the brokerage company had requested. I felt that I had met my end of the obligation and because of this that they should ask Fed Ex to release my shipment and that this new battle is between Fed Ex and UPS. She said it was Fed Ex who would not release the shipment, Fed EX said it was UPS.

For some reason Fed Ex delivered 6 bottles. I did not have to pay the storage fees. I thought that Ms. Grant at UPS had sorted out this problem. I was wrong. I received a note from Mr. Wagi from UPS today telling me that I had to pay a Fed Ex bill or Fed EX would not deliver the other 12 bottles of wine. It seems Ms. Grant is on holidays and Mr. Waji had taken over the file. I did not hear back from Ms. Grant. I have no idea if they tried to resolve this issue with Fed Ex or as the manager from Fed Ex explained-they were simply trying to download 1 of their costs onto the client. (Because of a delay (Ups did not process the 12 bottles at the same time) the other 12 were not delivered at the same time.) As you can see from the attached, that UPS is now telling me that I have to pay the storage fees on the 12 bottles or Fed Ex will not deliver.

I feel that I had an agreement with UPS. I paid in full the amounts I was told it would cost to have the shipments released and delivered to my home. I don’t believe that I should now have to pay additional charges because UPS made a mistake or is simply lying to me. I don’t believe I should be caught in the middle of this new battle between UPS and FED EX.

Please help me. I am getting totally different stories from both companies and UPS is refusing to allow Fed EX to deliver my shipment.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

My husband and I purchased a model home in February 2009. We moved in to our home in April 2009. At that time the home was 1.5 years old and had been receiving heat. After we unpacked and settled into our home in a week, I began the task of calling all the utility companies and giving my name and address. Including Enbridge Gas. I spoke to a customer representative that took all the information and said that I would receive a bill in 6-8 weeks. Near the end of June 2009, I had noticed that I had not received a bill from Enbridge Gas. I was at work this time and called the company to inquire as to way I haven’t received anything. I was jumped around to 2-3 customer service agents till I was sent to an agent by the name of Sonia. She took the time to look at my account and said that she noticed the previous agent had not finished the account properly and that she assured me she would take care of it and that I would receive a bill in 4-6 weeks.

End of august 2009 beginning of September 2009 rolls around and I still have not received a bill!! I call Enbridge Gas back and surprisingly had received the same customer service agent Sonia. I explained my situation again for the 4th time and she said that I had spoken to her previously. I expressed my sincere frustrations and that lack of service that has been provided so far. Sonia apologized and said that she will look into it right away. So I waited on hold and she returned after 20minutes or so to tell me that she is having a hard time figure out why my account is not set up. Sonia also said that my meter inspection had just taken place back in June 2009 so maybe that could be the reason for the back log. I told her that I need this rectified right now as i’m trying to be a good consumer and pay my bills. I was put on hold again for another 30 minutes and I hung up the phone in frustration and said that I wouldn’t be calling back.

The summer rolls by and the fall and no bill arrives in my mail box. Out of complete and udder frustration and disgusted at the lack of urgency this company has, I called them back on January 29th 2010. I spoke to a customer service agent and asked to speak to the supervisor. They told me I had to leave my information and that the supervisor would return my phone call. Lisa the supervisor for that day called me back and left a message stating that they were working on fixing the problem and I would receive a bill somewhere around April 2010!!! I called her back and again expressed my frustrations and that receiving a bill 12 months after I moved into my new residence was unacceptable. She advised me that Enbridge Gas had went through a system upgrade in December 2009 and that most of the accounts had to be put in manually. I told her again that I had not received a bill from Enbridge Gas since I have lived at my new residence in April 2009, So what was the issue then? Why was it that every time I spoke to a customer service agent they were blaming another agent for not completing the right procedures? She had no answer for me and kept talking about some system upgrade. I than asked her what can she do for me since by the time I would receive my bill it would be roughly $3000.00? She replied that she could credit me $50, not charge me interests or late payment and allow me to make payment arrangements. I told her that wasn’t good enough and that such a huge company such as themselves should be trying to regain my faith back into their company. Lisa told me that’s all she can do. I kept trying to make her understand that this was completely unacceptable to me as a customer. During the conversation she began to raise her voice and I asked who was above her that I could speak to as she was becoming rude and none helpful. Lisa than said she could forward my complaint to the customer advocacy department and they would return my phone call in 48 hours.

On February 3rd 2010 I received a phone call from Kristal who was very nice and understanding. She gave me another explanation that included the system upgrade they had back in December 2009. I told her again that I have been at this home now since April 2009. Kristal starting saying that since I had switched to natural gas with Enbridge, I stopped her and told her that this home was built in August 2007 and that since this was the model home for the new neighbourhood it has been receiving gas since then. Kristal responded with “Oh” as to indicate this company had no idea about the gas they were supplying. I also asked her what can be done for me to help offset the cost of my bill that I have not received since I moved in and the countless hours spent on the phone trying to get someone to care enough to have a sense of urgency to fix this problem. All she could offer me was another $50 credit to make it a $100 credit in total. I replied sorry but that’s not good enough and who could I talk to that was higher than her. She said the ombudsman office. I told her that I already placed the call and was waiting to hear back from them.

February 11th Jesse from the ombudsman office calls and leaves me a message that I will be receiving a bill in 2 weeks and that she will keep in contact with me over this issue. I was away so I could not return her phone call till February 22 2010. As of today February 24th 2010 I have finally received my bill and it’s still not right!!!!!! I have a bill that dates from October 2009 to February 5 2010 with only one actual meter reading for the month of January and a balance owing of $2077.33. Saying that between the dates of December 9 2009 and February 5 2010 I used $1331.96 worth of gas! When I have a energy efficient home that’s 2.5 years old and a furnace that the builder installed runs at 98% efficient. Out of the entire bill Enbridge Gas is trying to charge me usage based on estimated readings and 1 month of an actually reading. How can a company make you feel so unimportant and give you a bill solely based on ESTIMATED readings, when they had 10months to take meter readings. I have put a second call into the ombudsman office for Jesse tonight to return my call. How does a honest, long term customer get any sort of help or fairness from such a large company that obviously does not care about the family’s they serve????

Still an ongoing issue as of February 24th 2010

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

Here’s an update from the person who sent a complaint about Enbridge a while back. The original post is here.

We continue to experience difficulty with billing from Enbrige.

Since moving to our new home in October we have not received a bill from Enbridge. We notified the company of our change of address, called Enbridge and spoke to Aly (from Direct Energy) and and Ms. Eileen Campbell (ombudsman from Enbrige) about this matter. When my husband spoke to an Enbridge rep, and to Aly we were told that Enbridge was experiencing difficulties with their billing process and that we shouldn’t worry about this. It has now been 3 months since we moved in and still we have not received a bill. We were given what we believe is our new billing number and I have sent 2 cheques to Enbridge. One of the cheques has been cashed by Enbridge the other has not. Of course I have no idea if my account was credited.

• Although we were told ‘not to worry’ it is very disconcerting and we would like this matter dealt with as soon as possible. We do not want to receive a huge bill in the mail that we will be unable to pay.
• Also, although we were assured by Aly from direct Energy and Eileen Campbell from Enbridge that the previous account from our former address had been cleared and that we now have a “0” balance we have yet to receive a copy of that bill.
• Is this normal?

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

Book-Me-A-Limo: Do not use-please look elsewhere-no respect for customer

For my mother’s 80th birthday I thought I would rent a limousine for 2 hours.
The limusine company I chose was BOOK-ME-A-LIMO. Their office is located in Woodbridge, Ontario. The 2 ladies I dealt with, to arrange this surprise, were very nice. I explained exactly what I wanted to them. I assumed that they wrote the exact instructions for the driver. I also assumed that if the driver didn’t know exactly where to go to, he would either do his homework and find out or ask me when he arrived. He did neither. Never assume !!!

Since my mother is blind I wanted to take her to one of her favourite restaurants:
Red Lobster and the Tim Horton’s down by her home.

I requested that the limo pick us all up at my home at 5:45 pm. Five forty-five came and went. I called the limousine company and asked where the limo was? They put me on hold, came back and said that he is caught in traffic. My response to her was, he should have left in plenty of time to be here at the scheduled time! The limo arrived at 6:10pm. Since reservations are not required at Red Lobster, I asked if they could possibly keep 2 tables aside for me for 6:00 pm. Since the limo was 25 minutes late, I figured that my request at Red Lobster was basically screwed and it was because of this idiot driver.

The limo driver decided to take the long scenic route to Red Lobster which got us there at 6:35pm.

After dinner, we all got back into the limousine. I explained to the driver how to get to our next destination. My directions were very straight forward. (South on 410, east on 401, exit Renforth, south to Eringate Drive, Etobicoke). Did he listen? No he didn’t. He chose to use his GPS. I had no idea where he was taking us. Even my guests were getting concerned. My mother was getting upset and panicky. Since she couldn’t see where we were going, all she heard was me and our guests trying to figure out where the heck we were going?

This driver had driven us to the Tim Horton’s at Finch and the 427 highway.
I asked him “where the hell are we”. The look on his face told me that he didn’t know where he was either. He told me that there was no address for the Tim Hortons, so he didn’t know where to go? I asked him why didn’t he look for address on the internet or have the company look it up. He had the nerve to say: “well, at least it’s a Tim Horton’s”. I was fuming mad. I told him if he had listened to my directions, and done what I said, there would not have been any problems. Now I had to spend my limousine time telling him how to get to the highway and to the Tim Horton’s on Renforth Drive. So instead of me enjoying my limousine time with my mother, I spent it giving him directions. I was livid!

On the way there, someone up front opened the window beside my mother. ( You see, my limousine driver decided to bring along his 10 year old son. ) Now the freezing cold wind was blowing on my mother’s face. This is all she needed to make her sick. When one of my guests yelled at the driver to close the window, the other window opened up beside me. So now we had 2 windows open. I was becoming more and more upset and angry with this guy. Again, my guests were yelling at him to close the windows. I guess he figured it out because they finally closed. So now we were all freezing in the limo. He turned on the heater and eventually we were all melting. I thought to myself: this guy is an idiot.

By the time we got to the Tim Horton’s, my mother was fed up. Instead of having the birthday cakes with her coffee, she said that she just wanted to go home. (What a disaster evening this has been.)

When we finally arrived at my home, I noticed that I still had 20 minutes on the clock. I asked if any of my guests wanted to go for another ride…they all said that they had had enough of this guy and they too just wanted to go home. I was so angry it took all my strength to keep my composure. I told the driver that he was 20 minutes early and he had the nerve to say: oh well, 20 minutes late and 20 minutes early, evens itself out”.

Then I present him with my cheque as the final payment. He said that my cheque was no good, and then makes a phone call. Then he says “give me cash”, I said ‘no’. Whoever he’s talking to (not in english), he then says “give me a certified cheque”.

I couldn’t believe what I was hearing. I finally shoved my cheque in his hand and walked away. (I had contemplated not paying the final balance because of the lousy service we received. But as a show of good faith I decided to pay them and then contact the limousine company regarding what happened). And I think he was actually waiting for a TIP! Can you believe it? (I got the feeling that he was trying to rip me off, when he asked for cash because he should have known that the contract says not to pay the final amount in cash)

I sent an email to BOOK-ME-A-LIMO explaining what happened. I requested that I should be reimbursed for 1/2 of the total cost which was $400. No reply. Sent another email. Received a reply stating that my email had been forwarded to their complaints department and a manager would contact me the following week. The following week came and went: No phone call, no nothing. I waited another week: nothing. I decided to phone them. I was told that the manager wasn’t in…he had a family emergency. I mentioned that I was told there were 2 managers, so why didn’t the other one contact me. They couldn’t give me a solid reply.
By this time I am really P***** Off.

Then I receive a confirmation email for my final payment. And that just struck a nerve in me. I sent an email back stating that I was to receive a phone call from a manager, but that none had been forthcoming and I don’t believe that I will receive one at all.

Then a few days later I get an email from one of the ladies that had arranged the evening. (What happened to the manager that was supposed to call me from their ‘complaints department’?)

Her reply stated that they were very sorry for what happened. That the driver was new. That he had been spoken to. And that they would like to compensate me by offering $50 off my next booking with them. ARE THEY KIDDING?

The following was my reply:
An apology is fine BUT you guys screwed up!
They breached their contract.(Contract states: limo will arrive at scheduled time, a limousine driver, (not limousine driver and son), do not pay limo driver cash for final payment for it can be taken as a tip, not a payment– And this driver asked me for cash!! )

I paid the full amount in good faith. I believe I deserve to be treated in good faith as well.

I then asked for $150: $50 for arriving late and returning early. $100 for driver getting lost, freezing our butts off, upsetting and ruining my evening, my guests’ evening and especially my mother’s evening. I wanted this limousine ride to be a lovely memory for her. Instead it was a nightmare. I am still waiting for their reply. It will probably take another 4 weeks, or none at all.

Please, please, if you ever need to book a limousine, do not use BOOK-ME-A-LIMO. Sure, they are nice to you when you are booking up with them. But when something goes wrong, they forget who you are. It took them 4 weeks to reply to me. And with that all they offered was an apology and $50 towards another booking with them? What a slap in the face .If they were a decent, respectful company, they would have notified me after my first email, offered to reimburse me 1/2 the cost, or at least $150.

If you need a limousine for a special occasion, please look elsewhere. Just look at how I was treated. This company doesn’t play fair, so they don’t deserve your business.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

This event occurred on December 2008 to January 2009. I called BMO direct banking on December 24 to request for an increase on my existing line of credit from $5000 to $2100 for a car loan.

The call took approximately 1 hour to answer all questions, waiting on hold and transfer to another department. I was informed that the interest rate is 6.75% to which I agreed.

Followed up a few days later on the status of the application and was informed the request is approved with conditions. The conditions were to provide numerous documentation such as proof of employment, ids, payroll stubs, tax returns, etc… I mentioned to the Direct Banking Manager that this process was far more cumbersome than when I applied for my mortgage especially since I already have an existing line of credit.

I was instructed to bring the documentation in person at a branch. I requested transit 29792. I went to the branch on January 29 with the documentations requested. Due to mis-communication and misunderstanding on their part, I was requested to provide additional documentation. I emailed the docs on December 30 to the branch.

Not until I inquired on January 5 that I was given an update on the application’s progress. I requested the line of credit agreement documentation be sent to the Yonge and Eglinton branch for me to sign.

It took 2 days for the paperwork to arrive at the requested branch. When I came in to sign, I noticed the interest rate was at 7.75%. After some investigation, I was informed that the initial interest rate was to increase effective March 1st, 2009 giving me less than 2 months at 6.75%. I told the BMO manager that had I been told this during the initial application process, I would not have proceeded with this cumbersome and frustrating process since the car dealer financing rate was 7.9%. The 0.15% difference is not worth all the hassle I went through!
I still proceeded with the application.

When I got back to the office, I called President’s Choice Financial and requested a line of credit. In less than 1 hour I was approved for a line of credit and a car loan for $22000 each with an interest rate of 5.55% (variable) and 5.7% (fixed) respectively. I only needed to fax my tax return assessment for the previous 3 years. Four days later, I signed the necessary documents at one of their pavillions. Within 1 week of the call, I had both line of credit and car loan available to me.

The experience between BMO and President’s Choice was night and day. As a long time (former BMO employee) customer with a mortgage, numerous investments and bank accounts with BMO, this experience has left a terribly negative image of BMO and will prevent me from pursuing any future business with them.


Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.