Complaints

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• Initial Complaint

  Date:03/04/2023

  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.

  The business is declining my payments do to payment method. I had been e-transfering fees because the companys payment system wont recognize my new card. They manager decided she no longer wanted to except that method of payment and has been charging me extra fees do to late payments and constantly threatening, and notifying me of the sale or auction my storage unit.

  Business Response

  Date: 25/04/2023

  I have attached the rental agreement associated with her account, she signed this at the date of contract, same as every other tenant to ever ************. This version is blank as I had to regenerate it to save and attach to this response. This customer signed our rental agreement that outlines our late fee schedule, and delinquency process if the bill is left unpaid. We require a credit card on file for automatic billing payments, but customers can come instore to pay with debit cards(our main system cannot process debit cards as it is American based)  For the first 6 month of her rental with us, her card on file was being processed successfully through our payment processor. She changed card numbers with us and the payments were no longer going through. 

  We had a few months of back and forth communication stating that we needed a credit card on file that would work with the auto bill system, or she could come in store to pay with her debit card. She did not like either of those options and she stopped comminating with us and would not call in to make payment on a different credit card like she had in the past after her new card stopped working. We attempted to call her many times to get her account sorted out and told her we were willing to reduce the fees charged if she would just call us back.

  When she finally made contact with us and called in, she explained that she is having a tough time after leaving an abusive relationship and wanted to clear out her storage unit. To help accommodate her, I went to the 3 levels above me for approval of a 1-time authorization to accept an E-transfer which had to go to our company's main controller and caused quite a stir, but I was trying to help her out. I told her this was a one time authorization to help her out so that she could clear out the storage unit the following week and then the account would be closed. 

  After the 1 e-transfer, she kept trying to only pay us through e-transfer and would get extremally upset and yell at us for telling her it had to be credit or debit. She was verbally abusive to every staff member that she interacted with, even though we were saying we would reduce the fees if you would speak to us respectfully, and keep the lines of communication open. She then blocked our number so that we could no longer call her. I reached out to her emergency contact (little sister) and was able to calmy explain the situation to her, she helped to pay up the unit on her credit card, came down and helped ********* clear out the unit. The account had since been closed, and she is longer a tenant of ours.