United States Postal Service — Local services in Aurora

ALTURA — Post Office™ 15355 E COLFAX AVE UNIT A AURORA, CO 80011-9998

Subject: Complaint Regarding Rude Treatment and Inconvenience at ALTURA — Post Office™

Dear Sir/Madam,

I am writing to express my deep disappointment and concern regarding the appalling treatment my family and I received during our recent visit to the ALTURA — Post Office™ As a customer, I believe it is crucial to bring to your attention the unprofessional conduct and the highly inconvenient circumstances we encountered, which have left us with a negative impression of your establishment.

Firstly, upon arriving at the passport office, we were taken aback that 75% of the parking lot was being resurfaced and was torn up and lacked almost any available parking spaces; much less close by for my mother-in-law to join or my infant in his stroller. This situation not only inconvenienced us, but it also reflected poorly on the overall maintenance and management of your facilities. It is imperative that an organization such as yours ensures accessible and well-maintained parking facilities for the convenience of your customers especially elderly and children accessible.

Furthermore, as we approached the entrance, we were immediately accosted by a group of approximately eight individuals who were aggressively demanding information about appointment availability for the day. This chaotic scene created a hostile environment and added unnecessary stress to an already unpleasant experience.

Upon informing the attendant that my wife and I had an appointment, we were granted entry into the premises. However, it is important to note that the attendant promptly locked the door behind us, which felt both unwelcoming and exclusionary. We were then directed to a seating area, where we expected to receive assistance and guidance regarding our passport applications.

Regrettably, the interaction with the attendant quickly took a turn for the worse. When my wife informed her that we had an appointment and required passports for ourselves and our 6-month-old child, she responded with a disapproving glare and dismissively stated that we were "a minute late" and therefore unable to be seen. This response exhibited a complete lack of empathy, understanding, and professionalism.

It is crucial to emphasize the urgency of our passport application, as my wife is employed by a travel company that frequently sends students abroad. The delays and obstacles we encountered at your office have not only inconvenienced us but have also disrupted the important work my wife carries out on behalf of her employer if people at your establishment are the hoop she makes others jump through. It is disheartening to witness such disregard for the time-sensitive nature of passport applications, especially considering the significance they hold for individuals and their travel obligations.

In light of this unfortunate experience, I kindly request that you take immediate action to address the following concerns:

Improve parking facilities to ensure they are accessible, well-maintained, and have an adequate number of spaces available for visitors highlighting those with special accommodations. Train your staff to handle customer inquiries and concerns in a respectful, courteous, and professional manner. Promote a customer-centric approach among your employees, encouraging them to prioritize the needs of customers and provide appropriate assistance. Review and streamline your appointment scheduling system to minimize confusion and overcrowding at the entrance. Foster an organizational culture that values timeliness and acknowledges the time-sensitive nature of passport applications, ensuring efficient and prompt service.

As a concerned citizen and a customer who places great importance on quality service, I sincerely hope that you will take immediate steps to rectify the issues highlighted above. I trust that you will conduct a thorough investigation into...

Unfortunately did not come across the reviews prior to going to this USPS location off Coalfax. If you are going for fingerprints, I recommend going to the University Park location or another USPS that provides that service. My experience was by in large negative from a customer point of view. To get into the building you have to knock and it may take a few times depending on if there is an employee close by the door as there is no one attending the door regularly. I saw them turn away people that were 5-10 min past their passport appointment time or did not have their paperwork printed. No offer for them to grab a form or complete it while they waited. As I was in the process of completing the fingerprints a couple of the prints on my left hand were not showing well. The lady told me after the first failed attempt, "If they don't work I can't submit them." I nodded and we attempted a few more times. I asked if I should go wash my hands and I did that and dried my hands but to no avail a few of the prints kept displaying as "red" and the lady told me "I can't help you they don't work. You will have to go to the sheriff's office." To submit fingerprints by mail it can take up to 1-2 months for reference. She crosses my information off her list as if I wasted her time. The lady did not seem to care about whether or not my prints would go through but rather that it was not her problem to solve. She never offered to wipe the machine down or provide any tips to get better finger prints. I did not respond to the lady despite how I felt, but I left with a very sour taste in my mind and felt quite defeated. Nonetheless, I realize my "bad" fingerprints are out of her control. I'm more upset with the customer service than the fact that I could not complete the task I had hoped to. I do feel I could have been treated more friendly. USPS staff are government workers and my experience at this location does not paint a good image of the postal service which houses many hard working employees. Luckily, all 10 of my wife's prints worked and we were able to get them submitted.

My experience at the University Park location was much more pleasant. The lady greeted me with a smile and took me through the fingerprint process again. I was having trouble with the prints yet again and I was worried. The lady asks, "Have you had problems with getting finger prints in the past?" She tells me not to worry and that as long as we get 5 good ones they can submit them. I was quite surprised as yesterday I had 8 good prints at one point, so probably could have submitted them. Would have been nice to know that and makes we wonder if the other staff at the other location are either misinformed or simply don't want to assist people? The lady at the University Park USPS (whose name I did not catch) was friendly and reassuring that we would get the fingerprints submitted. She waited until the confirmation email went through before having us pay. Thank you for the kind service University Park USPS. I would...

The worst customer experience ever. None of the 3 agents acknowledges anyone who comes in. 2 agents had no customer but was still not willing to say hello we would be right with you for good 5mins. And even when I called their attention to it that, you all should be saying hello and set time expectations, they looked at me like I was a nonentity and did not even apologize instead they laughed at me. There were other 5 customers that were present to. This is so terrible. Even the lady that finally attended to me was also lacking customer experience. No hello, just clerking. I am so disappointed and will NEVER be back in this location. Joe who I think was thier manager not sure is so terrible that the way he looked at me when I told them they needed to do better was so next level rude. But I was professional to hold my cool as I will never be rude to anyone no matter how bad they treat me. But I will sure make my mi d and heart felt and heard.

When I asked the lady who attended to me who gets the reveiw responses, she looked at me rudely and said "all of us" and they all laughed. That probably tells me the survey I put for them will die a natural death and be left unhandled. But at least I will tell others here to not expect anything good from thus location. Go in expecting to be treated bad and do your transaction without any hi or hello...