Complaints

This profile includes complaints for Easy Access Storage Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Easy Access Storage Co

  200 - 5925 Airport Rd Mississauga, ON L4V 1W1

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  Easy Access Storage Co

  334 - 1515 Britannia Rd E Mississauga, ON L4W 4K1

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:27/11/2023

  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.

  I purchased a container on Jan 24, 2023 for the amount of $3500. Oct 23rd - Harold said to email him with the invoice ********. I sent an to the following emails: ******@*********.ca and *****@***************.com. They are the emails listed on the website. He did not respond to the email. Oct 26th, Harold told me there is a 15% fee for refunds as part of the policy. I asked to see it - he said there is no written policy, that's just what the policy is. This policy is not listed on the website nor the invoice. One thing led to another and he hung up the phone. On Oct 27th, Harpreet told me that she will send an email to confirm that the container was not picked up and then process a refund, it will take 1 to 2 weeks, and there would be a 15% fee. Oct 31st, Harpreet said I will have to wait until that Friday to get a response. I told her that I will be forced to file a claim, in small claims court for the 15%, if the business decides to deduct 15% from my refund- because this policy is made up and needs to be visible to customers. She said in order to move forward with the refund, I will have to send an email stating that I will not go to court, and 15% will be deducted. She eventually hung up the phone. I called again to request for the email address. The email on the website no one responds to, the head office phone number is listed and disconnected, Harpreet confirmed that there is no head office- it does not exist. She hung up, again. Weeks later.... Nov 21st - I called for the refund, Harpreet said Harold is dealing with it, there's nothing she could do. Nov 24th - Harpreet said Harold is dealing with the refund, there's nothing she could do. Nov 24th - Harold said "what is it that I want... a refund or am I taking legal action". ** *** ********* ***** He said he cannot do a refund today. I hung up the phone and headed over to the business. A refund of $2975 (minus 15%) was issued. I want my 15% returned. There is no written or visible policy.

  Business Response

  Date: 09/01/2024

  To whom it may concern,

  
  Thank you for your patience regarding this matter, I did not notice this email until much later and appreciate the opportunity to give an account of the events as I recall them.
  Back on January 24th, 2023, I received a call from the plaintiff who expressed interest in purchasing a 40ft high cube container for export, I provided detailed information over the phone on the cost of the unit and other related charges. An order was placed, an invoice was generated (#*****) and a subsequent payment was accepted via Credit Card to the amount of $3500. A release was issued to the customer for immediate pick up of the contaner at the terminal address listed on the invoice.
  Several months later I received a call from a gentleman who identified himself as ***** requesting a refund for an order placed sometime ago. I instructed the customer to provide us with his company particulars for us to retrieve the details of his order for a refund via email if eligible. An email was submitted on October 23rd, 2023 from **** ******* ************@*****.com requesting a refund which I associated with the initial call placed by *****, with this information I was able to identify the order as invoice #***** initially placed nearly 10 months prior.
  Several exchanges via phone were received in the days to follow by the plaintiff, including weekends for updates regarding the requested refund. I explained in no uncertain terms that due to the length of time elapsed from the date of order to the date of a refund request, an investigation would be launched to determine the actual whereabouts of the shipping container and whether the order was in fact completed or remained opened as they suggested. This would require the involvement of the terminal (third party) where the containers are stored to obtain an activity report of the inventory which is a lengthy process. I also informed them that if the unit remained on site, a processing and storage fee of 15% would be applicable due in part to the storage charges incurred from the terminal during the course of time the container remained on site. 
  Elaborated efforts to inform the customer of these procedures netted an ******** reaction from the customer. I reiterated the required steps necessary to be executed several times to no avail resulting in a stalemate. After bringing the conversation to term, the customer repeatedly called the office detailing the same grievance to our colleague who sensed the calls to be pointless *** ********* in nature upon conveying the same message.
  Several emails received by the customer ensued, all of which were s******* *********** ** ****** ** **** ** confusing, unconcise, and incoherent.
  In a last email received by the plaintiff, the message read that a legal lawsuit was eminent as well as intent to file a claim with the ombudsman of Ontario.
  Finally on Friday November 17th, 2023, I received a call from the office administrator on my cell phone while in a meeting away from the office expressing concerns for her safety upon the arrival of two party members who ************ barged into the office potentially identified as **** and *****. One of the members in particular (****) exhibited ********* gestures and belligerent behavior, using ******** tactics to intimidate the administrator seated at her desk, entering in and out of personnel offices without authorization, and moving about with ******** intent. Footage recorded on CCTV captured the customer using profane language and making obscene gestures pointing her middle finger directly to the camera to send a clear and deliberate message ** ************. (footage available upon request). The other member of her party ***** ***** by the door ***** *** **** *** ****** ***** *****, the duration of this event lasted approximately 20 minutes until funds were refunded to the amount previously discussed during our initial conversation, despite the terminal not yet confirming whether the unit (container) had been picked up. An authorization of the amount issued and submitted to the customer as well as kept on file for our records. The plaintiff continued to express disdained and employ profane language while exited the premises.
  In an email the customer claims a release was not submitted to her attention for pickup.
  Highlighted below is the release number issued for pick up at the terminal address also highlighted. (********)
  
  Also listed below is the administrator own account of her encounter for your reference.
  Should you require further information kindly advise, thank you.
  
  Written Deposition Harpreet
  “Hi there,
  
  I am writing this message in order to tell my experience with **** *******. I started working at Easy Access Storage Inc. as an office assistant/Accounting in October. The very first time I received call from **** ******* was in First week of October about the refund of container she bought on Jan 24th, 2023. And she never collected container from terminal and did not even inform in office that she never collects the container from Terminal, seeking refund after 9 months. When I discussed this matter with Harold (***** Manager), he said we must check with terminal about this matter because she never informed about this. Without checking with terminal, we won’t be able to issue any refund. I informed her the same thing, but still after that she was keep calling in office 2-3 times a day was taking all my time when I had to handle all other calls too. I told her that if she has any more concerns please send us an email as we can’t go over the same conversation every time. Once I get reply from terminal, I will get back to you. Plus, I informed her that we must deduct 15% from total as if she never picked up the container, terminal would have charge us for storage fees. Also, ******* charge us fees for refunds too.
  
          Once I informed about 15% fees, she started yelling on me for full refund even though it was her fault that she never informed us about the container for 9 months. Again, for a whole month she was keep calling every week and never finish the conversation, was repeating same stuff every time. When I informed her about 15% fees, she said that I will file small claim for the 15% fees if you will not refund the money. We never get any reply from terminal for a whole month because it was already 9 months about this container. I informed her that we can refund rest of the money, but we can’t refund 15% fees that we have to pay terminal for storage and *******. But she never agrees on that. In December, she called me again asking about Harold when he will be in office. I informed her due to meeting and other errands he always goes in and out so please if you would like to come to office and meet him. Always call me before coming to the office to make sure he is in office. But she and her husband showed up on door ************ in December. Harold was not in office. I was in office by myself and I asked her name. She said you should “Better know who I am”. Then she goes to all the areas in office where she was not authorized to go.
  
         * *** ****** *** *** *** *** ******** *** ****** ** ** **** **** *** ******** Then I asked both to please sit and don’t go to any of areas in office where they are not authorized to go. But she never listens and also, she point “middle fingers” to camera that I never see because I was working, but I notice that she was doing something in front of camera and said “I know Harold is seeing us in camera and laughed”. But we checked cameras later and notice that. Then she starts commenting about Harold “might be he is hiding somewhere in office”. ***** *** * ***** ** *** ***** **** ***** *** ****** *********** *** *** ****** ** **** ***** ******* ** ********** *** ******* **** ***** **** *** ******* * *** ****** ******* *** *** *** *** ******* ****** *** ****** **** *** *** **** ******* *** ********* I called Harold please come in office asap but he was stuck in meeting so he could not make it. I told the lady that we can refund 85% only not 100% as per on call as well. She agreed on that and in front of them I called ******* and give them 85% refund with a proof of auth no. ***** **** *** **** *** ******** ** **** ***** ** ** ***** **** * *** *** *** ******* * *** **** ******* *** **** ** ***** *** ****** ******* **** **** ** *********** *** * *** ***** ** ****** ** ******. Then they both left the office, **** *** **** ****** *** ******* **** **** ***** **** ****** *** **** ** ********* **** * **** *** *** ****** ***** *** **** ** **** *** **** *
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 10/01/2024

  Complaint: ********I am rejecting this response because:

  **** ******** ** ****** *** ************* I’m extremely concerned of the way these individuals manipulated and fabricated the sequence of events and added events that did not even happen at all, but on the other hand this is what they do, make up a concoction of excuses rather than getting to resolving anything amicably. I made my concerns loud and clear by email and over the phone and now through this portal. There is not one single attachment from them to back up my concern. I’m going to take a brief moment to entertain and respond to a portion of their false accusations, which doesn’t address why I’m here in the first place…. The same day before going into office, Harold, ** * **** ********** **** asked my partner, “what is it that she (myself) wants?! She said she was taking a different avenue with this, what is it?!”. Which sounded to me he had no intention in reaching out until I served him with court documents. I got the complete run around and ignored for weeks. Harold and Harpreet kept finding excuses to prolong this as long as they could. Collectively, they are **** ********* *** using this avenue which I created for my concerns as the customer, ** **** ******* *** make it about themselves.I was not aggressive towards Harpreet in the office at all, the cameras will show exactly that. I refused to have a seat, big deal, I can walk and stand at the door if I want. If I stood there staring at her (Harpreet) the entire I’m sure she would use that opportunity to say she felt scared too, there is nothing I can do about that, it’s not my problem.My partner and I looked in the office to see if Harold was there, the space is so tiny and cluttered there’s really no searching around for Harold you could do but stick your head in the door way. That day before I came into the office was the ONLY day I raised my voice at her and said “I want my money!”. I did not harass that lady, I called, I emailed the both of them for a month and got absolutely no where, no response, no update. It wasn’t until the day I came into office Harpreet claimed to not have received my emails in which the invoice ********. She said she didn’t have the invoice, I asked, who does record keeping, it’s been a month going back and forth and no one has pulled up my invoice?! Harold made it clear over the phone that there was no time limits to pick up and no charge for storage. That’s why I didn’t move it asap because he made it clear there was no particular unit assigned to me. In any case, I could not have picked up the container without that release letter - I did not receive a release letter. That **** release number in his response is made up, hence why he couldn’t attach proof of it.Where is the physical document of this letter? Why are there charges being accrued on a storage that was not even assigned to me and why wasn’t I informed of this? Where is the document? Where and what is the refund fee from *******? Where is the policy and breakdown to justify this made up 15% refund fee? The invoice outlines the terms for any fees during delivery it said nothing about storage or refund. This policy is made up and not accessible to customers.You know what I received as my refund confirmation? Not a ************ letter or receipt, a handwritten sticky note with the confirmation number, ****** *** **** ** ******** ****** *** ******* **** ****.I’ve seen nothing in their responses that addressed my concerns, **** **** ******** ******* ****** *** ** ** ******* ******* ***** **** *** ***** *******. * **** ***** ** ** **** **** **** ***** ***** * ******** ** ***** * *** ** ***** ** **** ** *** *** *** ***** *** ** ************ ********* ** * ***** ** ******* *** ***** ******* **** ****** *** *** ***** ** ***** ** **** ** ** **** ** **** *** **** ****** **** ** *** *** *** ***** **** ******* ***** ******** ****** *** *** **** ** **** ****** *** ********* **********. I simply want my 15% returned back to me and walk away from this ******** business experience. Hopefully they can l**** ** **** ***** ******* ******** ********* *** make the policy clear so future customers won’t have to go through this ********* experience. ** ** *** ***** ************ ** ** *** ** ******* *** **** *** ******* **** ******* ** ****.Sincerely,***** ********

  Customer Answer

  Date: 28/01/2024

  Complaint: ********I am rejecting this response because:

  This issue is not baseless, it’s straightforward. Mr. Harold enjoys prolonging this. Harold did not suggest to buy back the container, ******* **** ** *****. How can I resell something which I don’t have a valid release letter to pick up in the first place?

  The invoice clearly states the unit is “TBD”. Relying on this “almost a year” statement does not justify why I cannot get my 15% returned to me. Again, there is no refund policy located anywhere. We had a verbal conversation that there was no issues regarding storage fees or time limit to pick up the unit because one was not assigned to me, I could have only had a unit assigned to me when I go to the storage facility and provide my valid release number to them. Only then, would a unit be picked from the batch and assigned to us. Also, I still haven’t seen this concoction of accrued fees to justify the 15% refund fee deduction. There has not been one ounce of accountability taken from Harold’s part. It’s not my fault he’s negligent in listing a simple and clear policy, it’s not my fault that he verbally stated there’s no pick up time frame, which he led me to believe.

  With that being said, I am exercising my rights in Canada. ** *** ****** ** **** * ******** *** *** ** **** **** **** ** **** *** ****** ******** *** *** ** *** **** ***** * ******* ******** ***** *** ******* *** ***** I have repeatedly presented my case, the same case with no fabrications or changes of evidence. My responses will continue to be the same, there is nothing else I have to add to my case. **** ** * ******** **** **** ******** ********** *** *** *** **** ******** ***** **** ******** ********** ** *** *** *** ********* ** ** ************* *********** *** *** ** **** ****** ****** **** ****** **** ************** ******* ** ***** ***** *** *************. Harold has pointed blame at me this entire ordeal, the best he can do is blame the customer.I simply want my 15% returned to me within my legal rights. I’m sure we can both agree we want this over and done with.Sincerely,***** ********

  Business Response

  Date: 06/02/2024

   iN RESPONSE TO THE FOLLOWING: "How can I resell something which I don’t have a valid release letter to pick up in the first place? 

  The invoice clearly states the unit is “TBD”

  "NOTE: INVOICE ******** includes Release for pick up highlighted "********", pick up location highlighted "**** ***** *********, KLEINBURG, ON", details to which were relayed to customer highlighted "*****"Unit TBD refers to the specific unit number which would be assigned the the order once completed,

  hope this helps, thank you  

  Customer Answer

  Date: 08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  With this information you have highlighted... is this what you call a release letter that I have been speaking on since the beginning? 

  I still cannot view these concocted storage fees. I still don't understand why you've highlighted the receipt. In any case, that's a receipt, not a release letter. Again, you said that there was no time limit in picking up the container. As a business, you did not even notify me about the accrued storage fees for no pick up for months - you let your customers accrue fees without being notified all this time? Not even a letter in the mail? 

  All this still doesn't justify this company hidden policy of a 15% refund fee. All this back and forth has gotten no where. 

  Again, I'm just fighting for my legal rights and for what is owed to me. * **** ****** *** * **** *** **** ********* ** *** **** **. It's up to you have you plan on resolving this.

  
  Sincerely,
  
  ***** ********