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responses- has postal service operations improved??/ MIXED REACTIONS FROM RESIDENTS
Release Date: July 16, 2019

What residents have been saying about postal service operations –has service improved?

Last month I met with the District Manager/executive in charge of the Westchester postal service operations, Elvin Mercado. He indicated that he was taking steps (outlined at the bottom of this memo) to improve postal service operations.

I posted his response and asked residents for their impressions. Received a mixed response. Some residents are still experiencing problems with the postal service. Others have pointed out that service has improved.  I deleted names and e mail addresses from the e mail comments I received from residents but wanted to share them with you.

I have been receiving many fewer complaints from residents. A year ago I received –on some days –as many as 15-20 complaints. There wasn’t a day without a complaint. I’m still receiving complaints but some days get none, other days get one or two.

I appreciate your continuing to keep me informed and hope that our efforts to improve postal service operations are producing results.  
PAUL FEINER

 

 

 

From: lisa
Sent: Monday, July 1, 2019 2:12 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

I’ve had some problems in recent months. For the second time I did not receive my water bill. The first time was last September or October. It never came and I was issued a penalty  fee as it was it was late. ( I discussed this with you last year). In addition I did not receive January’s water bill. It came with the water bill in April or May and again I was issued a penalty fee. The two items of mail that I never received last September finally came together in the same delivery in May. ??????. One was a shower invitation to my niece’s  baby shower. The other one was the water bill from last October. Again they both came on the same day. Very strange! Also last week I received someone else’s mail which I hand-delivered. 

   Last month I put a hold on my mail with the US PS and asked them to leave to deliver it a specific day. It didn’t come until the next day. I even called the postmaster in Hartsdale. Not much is changed for me to tell you the truth.  Thank you Paul. I know you’re trying.

         

From: Bea
Sent: Monday, July 1, 2019 1:42 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Service has definitely improved over time and thank you for all your efforts.

From:
Sent: Monday, July 1, 2019 1:41 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Sadly I cannot agree. I continue to receive mail addressed to next door neighbors and sometimes mail for addresses nowhere near me. Further, a couple of weeks ago my wife found a letter laying on the street near us which was addressed to us and had a check in it. Worse it was soaking wet. Fortunately we were able to dry it and cash it. Bottom line is that I can’t yet say service is satisfactory. 

Richard

From: laurie
Sent: Monday, July 1, 2019 1:52 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Hello Paul,

I am one of the previous 'complainers' about no mail delivery, getting other people's mail, waiting until dark for mail to come, and, not having mail taken OUT of my box before new mail is dropped in.

I am glad to report that things are better- not perfect, but better! The mail is coming earlier, and I have not had to deliver other people's mail over the block. This has been especially successful despite the fact that my regular, and very fine, mailman was on vacation.

The one thing that I still see happening is that the Postman does not look in my box before he drops new mail in. I've started to leave the mailbox top open so that he sees this before he delivers the new stuff- I hate to be picky but this is a problem when it rains and mail is exposed!

Anyway- it's better and I have hope that the improvements will continue.

Thanks for your hard and continuing work in this regard.

From:
Sent: Monday, July 1, 2019 1:13 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Well, we didn’t have mail delivered or picked up Saturday. Does that count?

Thanks 

From: Marco

Sent: Monday, July 1, 2019 1:31 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Remaining problems have to do with substitute mailmen who make mistakes, e.g. placing mail at the wrong address. Our regular postman is very  good and very reliable.

On Jul 1, 2019, at 1:11 PM, Katie

Hi Paul, 

 

I would love to note an improvement but just Friday a package from my boyfriend's mother went missing - I received notice of delivery in the afternoon but nobody has been able to find the box anywhere, despite filing a report with the post office. Often Rex Ridge residents seem to get each other's packages despite clearly marked door numbers. I'm at a loss as to why our mail keeps getting mixed up. Thank you very much for your support in looking into these mishaps. 

 

Best,

 

From: lydia
Sent: Monday, July 1, 2019 2:36 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Our mailman Yannick is fabulous. When he’s off we have gotten other people’s mail. 

 

From: kathleen
Sent: Monday, July 1, 2019 1:11 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Tarrytown the worst 

 

Last week I put in a request for a package pickup. As per the info the package was left at my front door  on the day of pickup no show tried to call and the line was busy all day probably  phone off hook.   The easiest post office is in Elmsford where there is parking i went in to see if there was a any contact info they could supply.   No no we only handle Elmsford. Went again to Tarrytown and no parking. I finally got through to Tarrytown and they sent someone to pick up the package 

 

Also still getting other people mail 

From:
Sent: Monday, July 1, 2019 12:56 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

On Hartsdale Ave we still get our mail 5 pm or later. Any remedy?

From: Terry
Sent: Monday, July 1, 2019 12:55 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

No Paul. It has been even worse in the last month. I'm on Randolph Road, and have been waiting for bills and medical statements to arrive, and they never do! I have tried to contact the post office, but never get a return call. My husband passed away May 30th, and there are a lot of important documents that I'm waiting for. I have to chase these documents myself because my mail has been nothing but junk mail and local ads. I really don't need this aggravation at this sad time in my life...

From: Frederike
Sent: Monday, July 01, 2019 3:37 PM
To: Paul Feiner <pfeiner@greenburghny.com>
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Definitely much better, specially when my mailman is on duty, I don’t know why I see a different face at least 3 times a week. This has nothing to do with employees on vacation.

From: Louise
Sent: Monday, July 01, 2019 4:58 PM
To: Paul Feiner <pfeiner@greenburghny.com>
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Yes definitely.   Thanks for your persistence and care about our issues.

From: Irene
Sent: Monday, July 1, 2019 5:59 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Paul

 

I have given up complaining about the mail delivery since nothing has really improved here.  There are nights that the mail comes at 6.30 p.m.  It's rarely, if ever, delivered before 4 p.m.  Two weeks ago a sub delivered the mail at 10 a.m. and I was told that he reversed the route.  That's why the mail came that early.

 

Most nights the mail is here after 5:30 p.m.  There is no sense in complaining.  Nothing happens to improve the service.  There are residents here who don't pick up their mail from their mailboxes since they just don't feel like hanging around in the lobby after 6 p.m. waiting for the mail.

 

Hartdale PO keeps changing post masters.  I can't keep track.  I have also been in touch with someone at the White Plains P.O. on Westchester Ave.  It is very frustrating.

 

Don't know what can be done.  On Friday night there was a sub in my elevator at 6:45  p.m. carrying on a conversation with his supervisor who was sending him out on another route and wanted him back at the Hartsdale P.O. by 7 p.m.  The conversation was on speaker phone.  I just knew he wouldn't make it back to  the post office by 7.

From: Debbie
Sent: Tuesday, July 02, 2019 12:01 PM
To: Paul Feiner <pfeiner@greenburghny.com>
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Thank you for your on-going work on this issue.  In general delivery seems better.  However, last week I reported mail that was supposed to be delivered as reported in my Informed Delivery.  Those items have still not been received.  they were both bulk mailings, but most likely went to the wrong person.  I say this because I have received more than one item for the same apartment in a different building here in High Point.  Bulk items are obviously not very important, but should still be delivered to the right person.

 

From: Britta
Sent: Tuesday, July 2, 2019 5:42 AM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Our postal worker for 1 columbia ave has been wonderful for the last few years since we moved in.

Glad to hear your approach has been working for less fortunate routes.

From: ROSSI
Sent: Tuesday, July 2, 2019 7:24 AM
To: Paul Feiner; Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Dear Paul,
Postal Service has definitely improved. Mail and packages are delivered correctly--no more misdelivered packages or mail. It is like the "old" days--reliable. Thanks so much for your efforts and for the good response of USPS officials.
Paul, your hard work for the people really gets results. Thanks again.

From: Bill
Sent: Tuesday, July 2, 2019 6:59 AM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Hi Paul,

 

In general, my experience with our postal service has been very positive, so your vigilance in working with the postal service has brought positive results.

 

Thank you,

 

From: Terry
Sent: Monday, July 1, 2019 12:55 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

No Paul. It has been even worse in the last month. I'm on Randolph Road, and have been waiting for bills and medical statements to arrive, and they never do! I have tried to contact the post office, but never get a return call. My husband passed away May 30th, and there are a lot of important documents that I'm waiting for. I have to chase these documents myself because my mail has been nothing but junk mail and local ads. I really don't need this aggravation at this sad time in my life...

From: Nadia
Sent: Monday, July 1, 2019 11:10 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Sir:  Perhaps you are just deluding yourself.  Just last week, TWO items were misdirected to our house. One, a credit card bill and statement, the other , a brand new credit card.  You can imagine the mischief if items like these would have fallen into dishonest hands.  I did not report these incidences to you, because frankly I'm sated and so fed up with USPS, that they have lost all credibility with me.  It's sad, but I don't even take outgoing mail to Hartsdale post office, preferring to go way over to Ardsley instead.  I have no trust in OUR post office.  Mr. Feiner, don't get complacent!  Incidences are not down, reporting is!  

From:
Sent: Monday, July 1, 2019 10:56 PM
To: Paul Feiner; Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Paul.....I have lived in Suburban Manor for over fifty years and cannot recall having problems with my mail delivery at any time . Although I'm in Unincorporate Greenburgh, my Post Office is Elmsford. Just thought you'd like to know.
Angela

From:
Sent: Monday, July 1, 2019 7:04 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

No improvement here! 

 

From: Honey
Sent: Monday, July 1, 2019 5:31 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

No. Last week my mail was delivered at 5,45

 

From: Bryan
Sent: Monday, July 1, 2019 5:50 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Dear Paul,

 

Unfortunately, service at the Hastings PO remains subpar. There is never enough staff to have more than one window open, resulting in a line of 5-6 people at any time. The building and grounds are dirty and unkempt. The office sometimes does not open until 10 AM because the window staff has to sort the mail because the other staff has not shown up. 

 

Thanks for forwarding these along. 

 

From: Kevin
Sent: Monday, July 1, 2019 12:57 PM
To:
Cc: Paul Feiner; Paul Feiner
Subject: Fwd: Missing check mailed from MN to our address on June 12th via 1st class mail

 

Just a CONTINUING heads up on the ongoing significant mail issues.  
This is someone who mails me things all the time and have not had a prior problem.  
Interesting that this one was a check that just never made it.

Of course sent 1st class, so its not traceable nor will it appear on any of your metrics.

https://d19rpgkrjeba2z.cloudfront.net/1be1fc27cf0b10e9/static/nextdoorv2/images/avatars/avatar-m.png

Marina

 

 

 

 

Although they do mess up sometimes, the service and customer service at Dobbs Ferry post office has definitely improved. I recently had an issue and after it was resolved even got a phone call from postmaster apologizing for what happened!

 


From: Myrna
Sent: Tuesday, July 2, 2019 6:11 PM
To: Paul Feiner
Subject: mail delivery

 

Sir:  I'm writing to ask if you are aware that there was NO mail delivery to my house today.  I would say it's IMPOSSIBLE that there was no mail for us today.

My neighbor DID receive mail.

Can you check that out?

thank you,

 

From:

Sent: Tuesday, July 2, 2019 7:17 PM
To: Paul Feiner;
Cc:
Subject: Re: Informed Delivery Daily Digest

 

Dear Mr. Feiner,

 

Thanks for replying to my email so promptly.  Unfortunately I have not heard back from Ms. Hosein nor from Mr. Mercado at the USPS as to why neither my mail or my Amazon package was delivered to me on Saturday.  I have also not heard back from them as to why they claimed to Amazon that they were unable to access my "front door, mailbox, or driveway".  I would appreciate it if you can urge them to respond to me with an explanation.

From:
Sent: Tuesday, July 2, 2019 8:27 PM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Paul,

 

I have not complained in the past, still the misdirected comes.

Billing for business and wrong towns.

 

Ed

From: Laura
Sent: Thursday, July 4, 2019 6:41 AM
To: Paul Feiner
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Yes, there is definitely less lost mail. Much better. Thank you!

From: Diana
Sent: Wednesday, July 3, 2019 4:47 PM
To: Paul Feiner
Subject: RE: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Thank you - and pls thank Elvin Mercado.

Please note: 1)  two typos below in 1000 WESTCHFSTFR AVENUE

2) our local Hartsdale service usually is awesome thanks to letter carrier Romulo.

 

Fine to forward my email to Elvin Mercado, with my email address visible.

 

Happy July 4th and cheers for our stronger democracy.

From: Kevin 
Subject: Missing check mailed from MN to our address on June 12th via 1st class mail

Good Afternoon,

Just a CONTINUING heads up on the ongoing significant mail issues.  
This is someone who mails me things all the time and have not had a prior problem.  
Interesting that this one was a check that just never made it.

Of course sent 1st class, so its not traceable nor will it appear on any of your metrics.

From: kathleen
Sent: Monday, July 08, 2019 8:49 AM
To: Paul Feiner <pfeiner@greenburghny.com>
Subject: Tarrytown Post Office

 

I just got off the phone with Amazon  My package indicated from the post office that it was delivered.  As per Amazon it will be delivered today.

 

The post office has a habit of indicting packages were delivered and were not.  Most of the time I do receive my packages but not on the date that indicate they were delivered. 

 

This is falsification of records.

From: Leslie
Sent: Sunday, July 07, 2019 9:36 AM
To: Paul Feiner <pfeiner@greenburghny.com>
Subject: Re: have you noticed improvements in postal service? Action steps postal service has been taking to improve service

 

Dear Paul:

 

Yes, the mail delivery has improved. I have only had one misdirected piece of mail in the past few months. The mail is also being delivered earlier. It now comes between 2:30-3:30 instead of 5:00-6:00pm. 

 

 

Sent: Monday, July 15, 2019 9:16 PM

To: Paul Feiner

Subject: Postal service

 

Hello Mr. Feiner,

I want to share my two incidents that occurred yesterday, 7/13/19. I live at the Scarsdale Ridge Co-Op, located at 348 Central Park Avenue. My NYS Professional License was incorrectly delivered to a resident who resides in an entirely different building in my complex and my pay check was delivered to a neighbor in my building. My address and apartment number were clearly printed on both pieces of mail. I am extremely upset that highly sensitive personal information was potentially accessed because of a mail carriers callous, inattention to the job. I filed a complaint with the USPS consumer’s affairs but wanted to make sure that you know about this situation since I know you have been advocating for improved postal service in this area. If you have recommendations regarding additional departments or individuals I should contact please let me know.

 

Sincerely,

Amy

DISTRICT MANAGER/EXECUTIVE-IN-CHARGE

 

WESTCHESTER DISTRICT

 

 

 

UNITED STATES

               POSTAL SERVICE

June 20, 2019

The Honorable Paul Feiner Supervisor, Town of Greenburgh 177 Hillside Ave.

White Plains, New York 10607-1446

Postal service update

Dear Supervisor Feiner:

Thanks again for taking the time to meet with the Westchester Postal Team at Town Hall on Monday, June 10 to discuss mail service in the Town of Greenburgh.

It was good to learn your staff agrees that there has been a noticeable downward trend in the number of service issues being reported. At the same time, we acknowledge there are improvement opportunities and room to strengthen our ability to provide the best possible service to every single customer.

As discussed at the June 10 meeting, the Westchester Team has taken an aggressive and proactive approach over the last eight months to improving: the customer experience, our relationship with the communities we serve, and bolster employee engagement. For example, we have:

•             Increased mail processing efficiencies to get mail to the delivery Post Offices earlier,

•             Expanded employee training and development - especially with new hires,

 

•             Taken community outreach to a new level by meeting with local mayors and town supervisors,

 

•             Initiated weekly phone contact with congressional offices,

 

•             Developed a new program for managing and oversight of customer inquiries,

 

•             Held a symposium for employees to increase workplace and neighborhood safety,

 

•             Sponsored a career conference to strengthen employee engagement,

 

•             Participated in five external career hiring fairs.

As always, local residents are encouraged to share their feedback with us by contacting the local Post Office. In addition, residents can call our toll-free Customer Care Center at 1-800-ASK­ USPS (1-800-275-8777) or the Westchester District Consumer & Industry Contact Office at Affairs at 914-697-7000.  Residents may also consider sending us an email by visiting our website and clicking on "Contact Us" at the bottom of our USPS.com homepage. Every call and email will be carefully documented and appropriate action taken to strengthen service.

 

 

 

We look forward to continuing to partner with your office and seek new ways for the Westchester Postal Team to provide the residents and businesses in the Town of Greenburgh with the best possible mail service. We will contact you shortly to finalize plans for a job fair in Greenburgh.

 

 

 

Sincerely,

 

              

 

Elvin Mercado

 

 

 

1000 WESTCHFSTFR AVENUE

 

P.O . Box  9800

 

WHITE PLAINS, NY 10610-9800 914.697.7104

 

FAX: 914.697.7128




 

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