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:01/08/2023

  Type:Customer Service 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.

  I had until July 28 2023 to pay for my storage locker, I came in and had cash to pay in full for my storage locker. They don’t take cash, then I asked if I could get a money order they don’t accept money orders, then I asked if I could get someone else to pay by credit card for my locker and they don’t accept that. Now everything I own is in the storage locker and going to auction. Not fair *** **** 

  Business Response

  Date: 31/08/2023

  Hi - After receiving this we called and tried to work with the individual.  Please note that this individual is not listed as our client, but is an alternative on file.  We made many attempts to assist to get the rent cleared up.  E transfers were sent by client and then canceled before it could be deposited. We have tried everything we could and never received payment.  - Thank you.

  Business Response

  Date: 20/09/2023

  **** *** ****** *****
  * **** **** ******* ***** *** ****. We would like to address the concerns raised in the BBB complaint filed by Corrine under Case ID: *********

  
  To provide clarity on the timeline of events:

  
  On July 28th, 2023, Corrine submitted a BBB complaint, which we received via email on August 1st, 2023.
  
  On August 2nd, 2023, at 11:10 am, our representative contacted Corrine via phone to discuss the issue. During this conversation, Corrine confirmed the details of the rental, including the location, unit number, and the name of the primary account holder.
  
  We made multiple attempts to assist Corrine in preventing the auction of her storage unit by providing instructions for an E-transfer payment. Regrettably, despite our efforts and reminders, the full payment was not received.
  
  As of August 9th, 2023, we had not received the payment or further communication from Corrine. Due to the lack of payment, her storage unit was posted for auction in accordance with our policies.
  We want to emphasize that we made every effort to work with Corrine and provided ample notice to resolve the issue. Unfortunately, the agreed-upon payment was not received within the specified timeframe.
  
  Regarding the sale of her unit at auction, we can confirm that the actual client on the account, Jason *****, successfully bid on and won the unit. The unit was subsequently emptied, and our Site Manager verified the exchange of personal effects from the unit.
  
  We understand that situations can be challenging, but our policies and procedures are in place to ensure fairness and consistency for all customers. Unfortunately, her unit was not recovered within the specified timeframe.
  
  We are committed to addressing customer concerns promptly and professionally. If you require any additional information or documentation related to this case, please do not hesitate to contact us directly.
  
  Thank you for your assistance in facilitating this communication.
  
  Sincerely,
  Access Storage

  
  

  Customer Answer

  Date: 21/09/2023

  The reply that Access Storage last wrote makes no sense to what I am saying has happened. 
  Number 1. 
  The reason why this unit went into a negative owning is because Access storage would not allow me to know any information about the unit because it was under Jason ******* name which is a friend that got the unit for me. But all the content in the unit was mine. 
  Number 2.
  Jason and I tried to pay for the unit and or switch it under my name several times being turning down because I didn’t have 2 pieces of identification. 
  Number 3.                                                  I called to pay by credit card and was told No I had to come down and had to have Jason with me which was not possible due to his removal of his kidney surgery he was not able.  
  Number 4.                                          I I I wrote emails to the head office, Jan’s Jason confirming his surgery and how to make a solution a month before the unit went up for auction. I went down with cash in full to pay for the locker and they told me they don’t take cash. 
  Number 5.                                       Jason ***** did not bid on this unit and did not win any auction in regards to this unit.

  Number 6. 
  I went down to Access storage the day the unit was bought and wrote a letter to the new buyers and had no reply. 
  Number 7.

  Access storage put this unit up again on auction once the people that bought this unit took what they wanted.

  Number 8.

  i have been looking everyday on Kijiji marketplace and found the people that bought the unit. Did not recover any of my items. 
  

  Number 9.

  It is against policy that the owner of any locker can not bid on their own unit that is up for auction. 
  Number 10. 
  Jason ***** did not buy this locker.

  Number 11. 
  if Jason ***** name has total ownership of the unit then why now would they be referring this unit as my unit if I could not even know any information about it before because my name was not on the signed agreement. 
  

  Access Storage made it next to impossible for me to pay for my unit knowing full knowledge with doctor notes stating his surgrey, with Jason permission to transfer ownership to me, they had only one payment option which I could not do because I did t not have a cc . I had a prepaid one and they said No. 

  By going on her dates that she stated it would only only been 7 days in total she allowed for us to connect, find solution and processed with the transfer of ownership. That is no time at all since 3 days  out of the 7 day was long weekend for  reply to all of this non sense was weak and how is it possible.

  Access Storage double sold my unit in an auction which is against the sellers agreement on ibid13.

  No Cash No debit No money order No etransfer No prepaid credit card for payment option. 
  just visa or Mastercard. 
  They would not tell me anything about this locker because it was not under my name, I knew nothing about this locker even given proof of all content being all mine in the locker. 
  Jason and I even went down there 3 times to try and change ownership names. 
  

  Legal proceeding  will be going forward. 
  

  I lost everything. If I am making this much effort now why wouldn’t I of been making that effort 2 months ago. 
  ******

   

   

   

   

• Initial Complaint

  Date:05/12/2022

  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.

  Well I am complaining about access storage because the due date for rent on the units keep changing. Last month my rent for my unit was due on the 27 but due on the 28th the month before they says its due every 28 days my family and I also have a ****** ******* unit and their due date is due on the 6th every month doesn't change at all. Right now one of the units in rent is past due " overlocked because its 30 days late but if it was due on a regular cycle like every 30 days I wouldn't be losing my moms stuff thats it the unit.

  Business Response

  Date: 28/12/2022

  Hi,

  We are on 4 week billing and are not associated with * ****.  We are more then happy to assist the client if they can contact the store and ask to speak with Serena **************

  Thank you,

  Serena *************

  Customer Answer

  Date: 03/01/2023

   
  Complaint: ********
  
  I am rejecting this response because: I did not say you were like ***** I said that the due date changing from the one day to less then a month later its not right as I said before if the due date is on the 6th of a month the next due date should be the 6th of the next month. Not a day less then they date due like if it is due on the 6th it shouldn't be due on the 5th the next month
  
  Sincerely,
  
  Tim ****

  Business Response

  Date: 07/01/2023

  Hi Tim,

  Thank you for the response.  Monthly billing works like this and is due on the anniversary date so yes, they would be on the 6th of every month.  Our billing that you signed with at Access is 4 weeks, which does equal 28 days, so yes, the dates can and will change.

  We are more than happy to get you on a billing that works for you, but we do need to speak with you in order to do so.

  Can you please contact us so we can get this figured out?

  Thank you,

  Serena

  Customer Answer

  Date: 09/01/2023

   
  Complaint: ********
  
  I am rejecting this response because: *** *** there's thirties days in a month and how would the due date  change it said nothing about the date being different in the agreement I signed. If it was month to month it would be the same due date every month *** * **** **** **** ******* ***** *** **** *** **** *** *** ******* ******* *** *** **** ****** ********* Ok tell me this how would anyone possibly be able to keep up woth the due date changing every month ****** ** **** ****** ** ***. ***** * ******* *** ** **** *** ** **** ** *** ** *** *** ***** ***** *** **** ** **** ******* ** **** * **** * **** **** ***** **** ***** * ** ** *** *** **** ***** **** **** ** ******* ***** ***** * ***** ** ******* ** *** *** **** ******** * **** ** ****** ******* * **** **** ** ** ***** *** *** ***** **** ** *** ***** * ***** ***** ******** ******* **** * **** ** *** *** **** ** *** ** **** ** ** **** ***** *** ***** *** ** ****** *** ****** ** ** *** *** ** *** *** ** ***** ***** ** ****** ** *** ** *** *** *** *** **** *** *** *** ** **** *** ** **** *** ** **** ** * ********* * **** ****** ******** *** **** *** *** ***** *** **** ******* *** * *** ** ****** **** ** *** ****** ** ****** *** * **** **** *** *** **** ** *** ******* *** ** *******  
  Sincerely,
  
  Tim ****