Complaints

This profile includes complaints for Access's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Access

  500 Unicorn Park Dr # 503 Woburn, MA 01801-3377

• 

  Access

  249 North St Danvers, MA 01923-1221

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  Access

  3 Technology Dr Peabody, MA 01960-7908

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  Access

  3919 W Washington St Phoenix, AZ 85009-4632

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  Access

  5785 Las Positas Rd Livermore, CA 94551-7819

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:09/13/2022

  Type:Product 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.

  It has been a month since we sent our original account termination request. After about 5 email follow **** phone calls to the supervisor of our area, calls into the corp. line, our account still isn't closed! The supervisor of our area said she is unable to close the account herself as she has to wait on corporate to do their "process". What process takes a month to complete. Not one single person has helped us or been able to terminate our account! Unacceptable!

  Business Response

  Date: 09/14/2022

  I spoke to the client and apologized for the delay in her request being processed.  The account was closed within 12 hours of receiving this notification.  She has my contact information for any future needs.

  Customer Answer

  Date: 09/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/01/2022

  Type:Billing 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.

  My office has used a reputable storage company since ****. Recently our contract was somehow assigned to another company without our permission, concurrence, or any signed agreement. Our previous contract was not transferable without our consent, and we did not consent to any transfer.This new companys name is Access. In May, Access raised the monthly price by about 700%. We repeatedly questioned the increases but they had very delayed responses that would only come after our credit card was charged.After several questions and disputes, theyre now attempting to charge us over $1,000 to close an account and retrieve our 46 boxes stored with the previous company. Access stated in the invoice that we have an outstanding balance which doesn't match their phone and email confirmations that the payments were current as of 07/08 and 07/15/2022. The total due in their invoice doesnt match the line item details provided below, is $39.44 higher, and includes an outstanding balance even though they stated the account is current.Access is not allowing us to retrieve our records from storage even though we have tried repeatedly to do so for two weeks in order to remove the records by the end of July. When we visited the site in person to at the very least pick up some critical records needed, they refused to provide any of the boxes, and were unable to confirm which invoices were paid despite the credit card statements we showed them.They verbally offered to cut the invoice by 50% and stated that the records could all be picked up on 08/01/2022. The cut-rate offer seemed to acknowledge that they realized they have no authority to require payment of the outrageous invoice to begin with.A police report was made in case the issue needs to be escalated to the prosecutors office or we need to file an insurance claim. At this time, we simply want to amicably end this relationship and retrieve our boxes.

  Business Response

  Date: 08/07/2022

  The information mentioned in the complaint is inaccurate.Access is attempting to explain the discrepancy to the Client with the hope that this will lead to an amendable resolution. First, the complaint states that the contract was not transferable without consent. Thats not correct. The contract provided by the previous vendor makes no mention of a partys ability to assign. Legally, this means that the agreement can be assigned without consent. The Client also references the price increases on the invoices. The only limitation on price increases within the agreement states that notice needed to be given prior to any increase and that there can only be one price increase per year. Access has complied with both conditions. If the contract provided by the previous vendor is not current or if another which governs the relationship can be provided, then Access is more than willing to comply by it.Thus far, no such agreement has been provided and Access is compliant with the Agreement it has.
  
  Regarding the Clients specific issues on pricing:
  
  Discrepancy in the total due
  The line item totals do not include tax; the claimed discrepancy is the tax added to the total.
  
  Outstanding Balance on Account Closure Quote conflicts with being told account is current:
  When the client inquired about their balance on July 8, the system did not reflect the newly released June invoice therefore the client was informed that their account was current.  On July 14, Access received the Account Closure letter from the Client. On July 28, the Account Closure quote was completed which included the open balance of the June invoice.
  
  Inability to confirm which invoices were paid based on Clients credit card statement:
  During the unscheduled visit, an authorized representative of the Client insisted that they paid the June invoice. To support her claim,she showed an Access team member the entry from their credit card statement.  Access could not confirm nor reject that that payment was for the June invoice since the entry on the credit card statement did not specify which invoice the payment was for.
  

  Customer Answer

  Date: 08/08/2022

  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 # ********.

  
  1. I did not receive confirmation that the missing attachments were provided to the company. After numerous attempts to provide them, I have attached a complete pdf file containing all of the attachments contained therein.
  
  2. The Company concedes that The contract provided by the previous vendor makes no mention of a partys ability to assign. Without that clause the contract may not be assignable. Paragraph IIB of the agreement has specific wording that requires any change to the contract to be signed both parties. I did not agree to nor sign off on any change to the contract with the previous vendor. There is no agreement with our company and Access.
  
  3. I acknowledge that the Company does have the right to increase the prices,although the increases were outrageous (700%). I tried repeatedly to get more information on the price increases but only received responses after I was charged for them each time.
  
  4. The Company has explained the tax discrepancy on the invoice usually invoices will state the exact amount the taxes, but their explanation is acknowledged.
  
  5. The visit to pick up needed records was not unscheduled. On July 15, we requested a visit at the end of July, giving 2 weeks notice. Again on July 21, a visit on either July 27 or July 29 was requested, giving either 6 or 8 days notice. On July 27, the Company was notified that we would be coming on July 29 to pick up some critical records. The Company received 2 weeks notice of our intended visit.
  
  6. Credit card statements never show invoice numbers they only show the merchant that received the charged amount. Usually its the merchant or Company that provides and confirms the invoice numbers. I showed the credit card statements to the Company to prove that the account was current through July as confirmed by their representative through the email chains provided.
  
  7. The Company has again managed to push back any questions on billing until the next month,meaning that they sent me an invoice for August. I dont feel that we should have to pay for August, since we tried for weeks to pick up our records in July.
  
  8. The Company did not offer a resolution to this complaint in their response to me. I am still awaiting the ability to retrieve our property and some sort of price resolution.
  

   

   

  Business Response

  Date: 08/11/2022

  
  

  Access will respond to each bullet individually below.

   

  1. Its not clear to Access what the Client is referring to in the first bullet. If its simply a reference to letters sent after the account closure request then Access has received them.
  2. The Client is misinterpreting the contract and misunderstanding contract law. There needs to be an express restriction on the ability to assign to prevent the assignment of a contract. When a contract is silent on assignment, then the contract can be assigned by a party without any consent from the other party. This is what happened in this particular instance. Its common practice across every industry. The client is correct in the review of paragraph 11B that the contract cant be altered without written consent of both parties. This does not cover silence on assignment. It covers the terms and conditions present in the agreement. Furthermore, Access is not altering the agreement. Access is simply exercising its right under the agreement to raise prices as detailed in section 3A.
  3. The standard service increase was minimal. Other standard services which all Access clients are charged were added to the monthly invoice. This resulted in a higher charge. While the higher charge is noted, this commonplace in acquisitions as Access offers a more modern Record Management service.
  4. No response necessary.
  5. While the Clients comments are accurate, these actions were not compliant with the protocol that Access follows when picking up files. This protocol was explained to the Client multiple times. The first such explanation was on July 14. It was mentioned then that it would take 30 days to process. This was reiterated on July 21.
  6. The Clients credit card statement only shows there was a payment to Access. Since the invoice number is not listed on the statement, that does not mean that the account was current through July as the Client asserts. Access internal records show that the payment on June 30^th was for the May 31^st invoice. This was communicated to the Client when they showed up at the Access office.
  7. There has been no communication with the client since July 29^th. There has only been direct communication via the BBB. The Client was offered a discounted fee on retrieval of storage that would be ready for pickup by August 1^st. This was rejected by the Client. As mentioned earlier, the Client also did not follow Access protocol on retrieving storage so the storage has remained with Access. Since the storage is still with Access, the standard fees apply.
  8. Access did not offer a new resolution as the Clients obligations under the contract have not been met. As mentioned in bullet 7, Access had previously offered a discounted rate regarding the pickup of storage. While that offer was rejected, the offer still stands. If the Client would like to discuss further or would like clarity on the points stated in this response, Access is more than willing to discuss in a meeting. Client should have the proper contact information on who to reach out to. If not, feel free to reach out to ********************* at ********************************.

  
  

  Customer Answer

  Date: 08/19/2022

  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 # ********.
  

  Our records were held for ******. This company had no lien nor authority to refuse to turn them over to us. Even the contract with the previous company did not permit this action.
  

  They raised the fee by 700% per month and that is clearly an unfair business practice.

  Their offer of 50% off was misleading and they applied it only to the account closure charge. They also charged us an additional month of storage.
  

  The contract clearly required the consent of both parties for any amendments. Access's position that they can come in, take over the contract, and raise the rates in such an outrageous manner constitutes an amendment to the contract without our consent. Minimally, they should have provided a new contract and a reasonable deadline when they took over from the previous company.
  

  We would be satisfied with a complete refund and a revision of their practices in order to protect the public.