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:07/07/2023

  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.

  McGill Mini Storage is storing their customers credit card numbers unencrypted. They do not provide receipts or regular statements to their customers. My credit card was declined and instead of calling me or sending a bill they just moved on until the bill wasn't paid for 3 months. They locked my locker for non payment the same day they notified me via email. I was unable to access materials for work and had to take additional time off to sort it out after my day had started. They then refused to process my credit card because I was mad about the unprofessional way they handled the situation. This is the third time they have either lost or not been able to process my credit card and instead of a quick courtesy call they locked me out of my unit.

  Business Response

  Date: 16/07/2023

  
  
  
  I am sorry to hear that your experience at McGill Mini Storage was so unsatisfactory and led to frustrations.  I do appreciate feedback of any kind as we continually strive to align our business practices with the needs of our customers.  
  
  Each month we print a customer account list that shows us if a payment was not successful.  We call our customer to immediately inform them.  If no answer we leave a voice mail.   Typically we get a response in the next few days from the customer to arrange alternate payment.  Putting a lock over the customers lock is our last resort to communicate with a customer.  This step does NOT mean the unit will be cleaned out..only to restrict access until their account is up to date.  Sometimes a customer has forgotten to update their contact information and so they update that, pay and the lock comes off.  
  
  As for our credit card payment system, we do not store CC numbers or encrypt.  We use Moneris Solutions and they store customer numbers.  We cannot access these numbers, only request it be charged monthly.  We do not know why some credit cards do not get processed. We contacted Moneris Solutions to inquire if they have had any security breach issues and they reassured us that they had not. The agent that we spoke to reviewed with us the security measures they have in place and reassured us that they never share credit information with their businesses. 
  
  Again, I appreciate this opportunity to review our billing and collection procedures with you.  I can see that we can make some procedural changes that could improve and make the storage experience clearer for both customer and employee.