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:07/25/2025

  Type:Product 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.

  As of a few months ago the manager asked me to update my information and identity on file. I provided my license and had to wait to get my car insurance policy to provide as well. When I got my policy and provided it, as the girl was putting my policy in my folder she pointed out I had mail in their file folder unaccessible to myself. I asked why I had mail in their folder. They said if a box is unpaid they will hold mail. I informed her at that time that I had paid up in full til January 2026 and that was not an excuse. So the next time I went in to get my mail I asked them to check their file again bc I had an issue in the past and I needed to make sure I had all of my mail. I have several time sensitive documents going there and had my license and car policy registered go to that address. I told the manager then that I did not appreciate her withholding my mail when I have used that address since 2018 and pay up for a full year when its time to pay. I have never had any problems til this new girl came to work there and I have noticed several employees have left that I previously have come to know.Yesterday I went in there to pick up mail. First they was stalling. Finally I asked the girl working to get my mail. Reluctantly she did. As I went in recprding for my proof and evidence that they had been in FACT WRONGFULLY WITHHOLDING MY MAIL. The manager had informed me she had closed my box. Her reasoning was bc she said I could not use their address on my license, which was issued by the court house. And I will reiterate I have used this box w address since 2018 while under different management. Unforrunately that manager, **** has passed since. I will be going and filing a police report for the unlawful act of withholding my mail and breech of contract to close my box which has been paid in full til January 2026. If anyone is in need of mailbox services at this time I would highly recommend going to another source.

  Business Response

  Date: 08/04/2025

  In accordance with **** regulations and our *************** Agreement, our store initiated a standard and required customer identification update process in mid-February 2025. Management issued written notices both by email and in physical mailbox inserts requesting updated information, including a list of a primary and secondary form of identification, per **** Form 1583 requirements. (letter is attached)

  After no response for several weeks and evidence that mail was being retrieved, store staff left a second note instructing the customer to see an associate for assistance. 

   Ms. ******** initially presented a drivers license to one of our Area Managers. However, it was observed after her departure that the address on file did not match the address on the identification, which is a requirement per **** Form 1583 (Section 4f-4j). (Both a scan of driver's license used for the **** updating and Form 1583 are attached)

  At her next visit, she was informed of the need for a secondary form of ID, as listed in the original notice. Ms. ******** refused, stating she had been receiving mail for years and found the request unreasonable.

  Despite these challenges, our staff continued to hold and release mail in good faith while repeatedly attempting to resolve the issue professionally.

  On one occasion, after receiving her mail, Ms. ******** directed a threatening remark to the store manager by saying, And dont let that happen again, while following them closely in-store. This behavior raised safety concerns.

  On June 5, 2025, Ms. ******** returned and became verbally aggressive, using profanities and yelling at the Area Manager over the continued ID issue. Due to her escalated demeanor, the police were contacted. Ms. ******** left the premises before their arrival.

  On July 24, 2025, Ms. ******** again yelled at a young associate for mail being held due to the unresolved identification matter. The store manager intervened to explain the situation calmly. Ms. ******** threatened legal action and demanded a refund.

  Ms. ******** signed a *************** Agreement which includes Clause 10, stating: Customer agrees that Center may terminate or cancel this Agreement for good cause at any time by providing Customer with written notice. Good cause shall include but is not limited to... Customer engages in offensive, abusive, or disruptive behavior toward other customers of Center or Centers employees. (attached)

  Given multiple incidents of aggressive behavior, verbal abuse, and non-compliance with **** identification requirements, a decision was made by the Store Manager, Area Manager, and Franchise Owner to terminate her mailbox effective July 24, 2025. Ms. ******** was provided written notice via email and received her remaining mail.
  When asked to leave the store, she exited but remained yelling outside the entrance, disrupting incoming customers. Police were contacted again to address the matter. Officers confirmed a record of the earlier incident and advised that she would need to be present to be officially trespassed.

  We made multiple documented attempts to resolve this situation professionally and in accordance with **** regulations and our mailbox policy. Ms. ********* refusal to provide the required forms of identification and her escalating conduct toward staff and customers ultimately resulted in the termination of her mailbox.