ComplaintsforNeighborhood Parcel LLC

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing this letter asking for your help to resolve this issue.My name is *****************************. This is concerning my husband ************************************We have a complaint against Neighborhood Parcel business located on *******************************************************Let me just tell you a short story. We came to *** in **** from *******. We love this Country, this Country is a Land of opportunities. We trust and believe in this Country. We work very hard to achieve ******** Dream.5 years later my husband became an ******** citizen he added a middle name *****. He is *********************************** in ** passport. But hes Birth Certificate from *******-has ******************************On 1/16/24 my husband went to Neighborhood Parcel and ask if they could give him a document confirming that he is the same person in birth certificate and passport. We needed this for ******* so this document needed to be stamped Apostille.He left those 2 legal documents with business owner. She took the job,changed him $369.90 up front.Few days ago when my husband went to pick up she didnt do what were asking for. She took his two original documents-birth certificate and passport- certified by Notary and then Apostille.When my husband and I went to complain she said-that what he was agreed to, signed and pay. In the end we didnt get what were asking for. Why she took the job and money if this was not possible for her to do?She refused to refund the money.I guess some people in business to s**** others for money.She took advantage of my husbands English not being perfect. But he did explain to her and I also talked to her and told what exactly we need.We are please asking you to help us to get our money back. Were working so hard.We would like to Thank You in advance and hope to hear from you soon.

  Business response

  02/06/2024

  Dear Better Business Bureau,
  Neighborhood Parcel has received and thoroughly reviewed the complaint submitted by ********************************** regarding the ***************** provided to her husband, ***************************************. We understand the importance of clear communication and the trust our customers place in us for their document certification needs. After a detailed examination of the service provided, we wish to assert our position and the facts surrounding this case. ********************** engaged our services on January 16, ****, for the notarization and apostille certification of his birth certificate and **** passport. This service agreement was explicitly outlined and agreed upon, including the scope of services we are legally able to provide. It is essential to clarify that the service sought by Mr. ****************** identity across documents from different countriesis beyond the legal capability of any private apostille service provider. This limitation was communicated to ********************** at the outset of our engagement.

  Our records confirm that Neighborhood Parcel fulfilled all contractual obligations by delivering the agreed-upon services. The charges applied were in accordance with our standard rates and were transparently communicated to ********************** before the commencement of the service. (see the signed acknowledgement document attached.)

  In light of these facts:
  - Adherence to Agreement: Neighborhood Parcel and its staff acted in good faith, adhering strictly to the terms of the service agreement with **********************. We provided the notary and apostille services as contracted, without deviation.
  - Communication and Understanding: While we regret any misunderstanding that *** have occurred, it is crucial to note that our staff made concerted efforts to ensure that ********************** was fully informed of the nature and limitations of the services we could legally provide.

  - Policy on Refunds: Given that we have fulfilled our contractual obligations, our policy does not support a refund in this case. Neighborhood Parcel stands by the quality and legality of the services rendered.

  Considering the above, we respectfully request that this matter be considered closed. Neighborhood Parcel has acted within the legal and ethical boundaries of our industry, fulfilling all obligations as per the agreement with **********************. We believe that no further action is warranted or necessary from our company regarding this complaint. We trust that the Better Business Bureau will find our actions and response appropriate under the circumstances. Thank you for your attention to this matter.

  Sincerely,

  Customer response

  02/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ship a package to ***************. And I was told it was going to take 2 to 3 days. But it took 2 and a half weeks. So I contacted them and they told me to start a claim in **** which I did. Now the refund has been issued, but the store is refusing to give me the refund stating *** needs to notify them. So I called **** again and again they tell me they should issue the refund with me letting them know. I have a case# and a letter from a manager at the *** Billing dept saying the money has been issued. But she still refuses to give me the refund. Now here comes the weird part. I don't want to accuse. She put the package as a drop off. But she was the one who actually made the label to send. I even have the reciept. As a drop off that means I prepaid it. So it looks like I didn't pay her. Doesn't that sound a little fishy. I paid 189, but the refund is 132. That's all I want and to report them. maybe they've done this to someone else.

  Business response

  10/04/2023

  I appreciate the opportunity to address the concerns raised by the customer in their complaint. I understand the frustration that can arise from unexpected delays and complications. At Neighborhood Parcel, we always strive to provide the best customer experience, and I apologize for any inconvenience caused.
  

  To clarify the situation:
  Shipment Duration: Our customer chose to send a package to *************** via **** which typically takes 5 to 10 business days under normal circumstances. The customer agreed to the *** terms of use and tariff by signing off on their disclaimer. We understand that the package was delivered late; however, once the package leaves our facility, we rely on *** to fulfill their delivery timelines. We do not have control over ***s delivery schedule, and any delays in transit are unfortunately beyond our control.

  Refund Process: After being informed about the delay, we guided the customer to file a compensation claim with **** as it is their standard procedure. Once *** approves a refund claim, they issue a check, which is sent to us. Only after we receive this check can we reimburse the customer. This process was communicated to the customer multiple times, and we understand their eagerness to obtain the refund, but it is a systematic process that we must follow.

  
  Drop-off Concern: Regarding the customer's concern about the package being labeled as a "drop-off", this in no way affects the customer's refund amount. The customer's payment ($189) covers the shipping costs, and *** determines the amount of the refund ($132) in accordance with their policies and the circumstances surrounding the delay. The label creation process and how the package is listed do not impact the refund amount.
  We are committed to ensuring our customers have a transparent and hassle-free experience with us. As of October 3rd, 2023, we have not yet received the check from ***. Once we receive it, we will promptly issue the refund to the customer. If payment is done electronically, like the customer states, then we will have to wait until the end of the current billing cycle to verify the refund and issue the check. Either way, the customer just has to follow instructions and be patient, as these matters take time.

  We deeply regret any confusion or distress this situation may have caused. We strive to work in the best interests of our customers, and we assure the customer that there is no intent on our part to withhold refunds or act in any way that is not above board. If there are further concerns, we would be more than happy to address them. Our primary goal is to ensure customer satisfaction.
  Thank you for your understanding and patience.
  

  Sincerely,

  *************************

  Client Service Manager

  Customer response

  10/04/2023

  First I was told 2 to 3 days. I did follow up with everything they said I needed to do. But when it came time for the refund. I was told they needed to be notified. So I called *** and they sent a letter that the refund was deposited in their account on *****. It's now Oct 4th. She still refused to give me the refund. And told me *** had to notify her. 

  I'm still waiting.  The letter given to them but not accepted. 

  Business response

  10/05/2023

  Thank you for bringing this matter to our attention. We take all feedback seriously and have thoroughly investigated the claims made by our customers. I'd like to clarify the events:
  

  + Refund Notification: At Neighborhood Parcel, our standard procedure regarding refunds from *** involves receiving a physical check from ***, after which we then reimburse our customers. This process has been the norm for years, and our staff is trained based on this understanding.
  

  + Electronic Refund: Upon further examination, we discovered an anomaly in this particular transaction. ***, deviating from the usual practice, issued an electronic billing adjustment on Aug 21, unbeknownst to us. This electronic adjustment method is not the standard procedure we've experienced in the past, and as such, we genuinely had no knowledge of this refund.
  

  + Communication Gap: The customer rightly received a notification from ***, while we did not. Given our expectation of a physical check and having received no notification, we believed we were correctly informing the customer that we had yet to receive the refund. This led to an unintentional and regrettable misunderstanding.

  + Resolution: We have confirmed the electronic refund from *** and have prepared the reimbursement for the customer. As of today, we have notified the customer, and he will be picking up his check.
  

  We sincerely apologize for the confusion and delay this has caused. At Neighborhood Parcel, we aim for transparency, efficiency, and above all, customer satisfaction. This incident has shown us areas where we can improve our processes and communication with *** to prevent any such misunderstandings in the future.

  This matter is now resolved to the satisfaction of all parties, and we consider it closed. Should there be any other concerns or feedback, we are here to address them promptly.
  Thank you for your patience and understanding.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to this business as it is a FEDX provider with a return package. I had my package in its original box taped and the return label properly placed to be shipped. The label was provided by the merchant to be shipped back to them. The person taking my package stated there was a $5.00 charge for the size of the box (which was medium size). i paid the money and left. The next am I received my package back at my door in a fed x box with completely different label addressed to me. I proceeded to go back to this business with my package and explained the situation to the owner. Not only was he rude and **** but he stated it was not there fault. I did everything I was to do and now i am here again. I stated I wanted my money back and I would take it to another place. After a struggle he gave me my money back and tole me never to come back I assured him I would never return after that experience. My complaint is it this company contracts with Fed X and accepts the package original box and a pre paid label How Can He Charge Me Additional Fee for this transaction. I want to know if this is legal? If illegal than he is cheating others. Please Respond and advise me of this problem. Thank You *******************

  Business response

  10/14/2022

  The customer dropped off a package for ***** return and came back the following day demanding an explanation of why it was returned to her in a different box. We explained that it was a question for ***** to answer as we were simply a collection point. We do not repackage and return merchandise to drop-off customers. She was very rude and disruptive to our business. We offered a complimentary reprint of her return label and that was not enough. She demanded that we also retape it for FREE.

  We refunded her the $5 handling fee she was charged due to the item exceeding our 20" limit and was asked to leave. Our store policy is clearly posted near the checkout and also on the website: https://bityl.co/F4fy. We charge $5 to store packages over 20Lbs or 20".

  She was given the chance to go to other warehouses where they did not charge but accepted to pay and use our service. She then proceeded to insult the manager and used language inappropriate for her age. She is currently prohibited and banned from using our location due to her abusive language and intimidation of our staff. We consider this matter closed because she was refunded, and her delivery issue was with *****, not Neighborhood Parcel. 

  Customer response

  11/01/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am amazed at this owners version of the affairs. I was treated with aggression and hostility from the beginning when I asked why my merchandise was returned back to me  He was defensive and certainly did not treat me like a woman and customer. I asked him if he would tape my package (as when i dropped it off it was done correctly and I did not have any tape) in which he stated i could purchase it. He did not care who was present when he was shouting at me  Finally I asked for my money back and he refused numerous times until he was shamed in to giving it back to me. I never used any inappropriate language until I walked out his door and called him a ****.
  
  I reported him for his practice and more important his treatment of a client. I would never frequent his shop Ever again.
  
  Respectfully
  *************************** 

  Business response

  11/01/2022

  I cannot say I am happy to hear back from this lady, she was rude and I am glad she admitted to using that colorful language in the parking lot and the hallway. Very inappropriate for a senior like her all over 5 bucks! Her package deliverability issue was with ***** Ground not our company, the charges she was billed were for having an oversized package and she was refunded. We will not tolerate abusive customers mostly from the ones using our free drop off service. Good Riddings. 

*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. ↩