Complaints

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• Initial Complaint

  Date:03/01/2024

  Type:Order 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.

  On Dec 28, 2023 I prepaid $****** for the storage unit rented on a month to month basis.
  I received notification December 29, 2023 that I was the successful tenant for a new home.
  I contacted Pockit Self Storage to let them know my storage unit would be empty by December 31 2023 (it was cleared out Dec 31, 2023) and asked to have the month of January 2024 returned to me.
  The lady from Pockit Self Storage said she wished I didn't prepay because they do not do refunds. She indicated that it's in the contract and I informed her that the contract is on a month to month basis
  I feel that legally I am entitled to my money back that was prepaid.

  Business Response

  Date: 03/01/2024

  Hello, 

  Senior Facility Manager responding to this complaint after the Facility Manager escalated this situation to me. 

  Dealing with this issue was a little tricky for her, as she told the original lease signer we could not do a refund, we received a call from the tenants mother about the situation. The tenants mother was not listed as a secondary or alternate contact on the profile, so we had to be a little reserved when speaking details about the unit and payments as we are technically only suppose to discuss with the primary account holder. * **** ******** ****** ** *** ******** **** ** *** ***** ***** ***** ***** ****** ****** ** *** ****** **** ** ** *** **** * ****** ******. * **** ******** *** ****** **** ** *** ****** ***** ********* ***** *** ***** ** ***** **** ****** ***** ****** ** ******* **** ** ******. Our no refund policy was also stated to the primary tenant upon move in, as we verbally go through the lease before getting the tenants signature and also signing ourselves. We understand things can come up and though we do not give a refund directly back to the customer, we dont wish to have it paid and disappear into thin air. We did let the primary holder know that the money that was paid we will keep on his account as a credit that if he ever needed to store with us again he could use that amount towards another storage rental, we also let him know if he wishes to even extend that credit to someone else like his mother, we would honour that as well. It's unfortunate he did pay not knowing he wouldnt actually need the unit for another month which we are sympathetic to, but we are just adhering to a company policy that we enforce for all our tenants no exceptions.

  Customer Answer

  Date: 04/01/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The policy indicates ********* ** *** ****** ** *** ******* ********* ********* "Tenant shall not be entitled to a refund or any portion of the rent for the first month nor any PARTIAL rent for any SUBSEQUENT MONTH."  I am not asking for a PARTIAL refund, I am asking for a FULL refund of what would have been the 3rd month of rent as the rental unit was empty December 31, 2023 and the amount paid was for the period January 1, 2024 to January 31, 2024.
  

  I gave my mom permission to talk on my behalf as I was busy between the move and work.  My mom was rudely hung up on twice when she was talking with the company.

  Sincerely,

  Dale ********

  
  

  Business Response

  Date: 04/01/2024

  Hi Dale, 

  I do understand where there may be some confusion with the wording on the receipts and lease agreement, as well as the phone calls.

  It states there will be no partial refund for the first or subsequent month, subsequent meaning(double checked with the dictionary) "Occurring or coming later or after" .. so I understand you might have thought the first month just meant the month you moved in but the added clarification of the word subsequent  covers for any following months you are renting with us. So i understand you paid for January rent early end of December but it is still well within our policy to not issue a refund that is all i was trying to relay to your mother, that we don't wish to look unfair we are just adhering to the same policy we keep for all of our tenants. We are willing to keep the amount you paid in full as a credit for you or whoever you choose to use should you ever need storage again. 

  All of our call communication has been recorded and I reviewed the previous conversations. May I note that we did reconnected with your mother after the phone calls dropped and explained to her we use an online web phone service across all of our locations. Often times the Selkirk WIFI is spotty and it can cause the calls to be very choppy or even drop at times, we apologized and thought this was understood. 

  Overall there was a lot of confusion as throughout this we had stopped communication with you and only spoke with your mother who was rather lost on the situation as she's never seen any of the documents and we could not forward them to her. We do hope we can come to an understanding today and you can accept our proposal of leaving a courtesy credit in the amount you paid on your account for not only you to use but for you to gift to someone else as well.

  Thanks,

  Pockit