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Business Profile

Storage Units

Durham Multi Storage Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:03/04/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    *** ****** *** ******** ** **** ******* **** ************ ******* ****** *** ** ** ****. After renting a unit for 4 months. I tried to arrange to end my rental. After it became increasingly difficult to cover fees. I spoke with the manager came up with a plan. A very respectful conversation. I followed said plan. Not in alignment with their rules I was ********** to have my stuff auctioned off 1 week after speaking with the manager and being told In had 2 months. They served my notice 1 month. When I called to sort out and inform them march would be paid, I am giving my notice to vacate by April 14 in the next 3 days. I was yelled at, hung up on, ********** **********. I had to call over 15 times to speak to someone and then the manager lied about speaking with me a week earlier. Stated my stuff was being auctioned off early because I didn't contact them. I have records of a 10min conversation with her. She now says that never happened. *** ** * ****** ** ***** ** ********* ********* *** ** ****** ************ **** ****** ** ** ***** ****** ** *** **** ** **. I will be vacating the storage unit asap ** * ** *** ******* ** ** ******* ** **** * ***. I would like to ensure in the next 15 days they do not auction off my stuff *** ** ***** ** **** **********.

    Business Response

    Date: 16/04/2025

    Hello ********,

    I am the site manager at Durham Multi Storage Inc. for the past 11 years and have to say I am aghast at the allegations brought forth.
    I would like to respond to you regarding the complaint you obtained from our now past tenant ******** ******** of ****** ****.
    *** ******** ******* ****** ***** **** **** *** **** ************** ** *** ** *****
    ******** moved her goods into our facility on December 20, 2024.
    She was consistently late with her payments from the start receiving late fee charges as result.  
    January & February rent were paid late, and no action was required other than receiving a $25.00 late fee.

    Upon her move-in she signed and initialed our Lease and Application form that specifically outlined our policies regarding late payments and what happens if 2 consecutive payments are missed.
    ****** ***** ** ********** ** *** ********** *** *********** ** ** ****** *** ********* ***** **** *** *** **** **** *********** ** ** ****** *********** **** *** ***** **** **** *** * **** ****
    March rent was never paid and when April rent still had not been paid on the 1st, her account was considered 2-months in arrears as per our policies.
    ** *** *** *** **** ********** ********** ***** *** ******** ** ***** *** **** ********** *** ************ ****** *** ***** *** **** *** ******** *** ******** ********* ****** ** **** *** ********* *** **********
    She never did contact the property manager despite her claims stating she did so. Our staff, including the property manager, always write any attempts or interactions with our clients in the Account Notes and the only interaction ****** had with ******** was April 1st ** ***** ** *** ********** ********** *****.

    Our policies state that when a locker is considered 2-months in arrears, on the 1st of the second month,  we send a 2-month late letter WITHOUT PREJUDICE (*this letter literally states this) to address on file in addition to any email on file. Immediately, upon receipt of the 2-month letter email (*** ********** ****** ******) ******** responded with her email (*** ********** **).
    ********’s reply to the 2-month letter email was difficult to decipher and was basically her telling us how things would proceed regardless of our policies. (*** ********** **).
    I did my best to respond to her explaining our policies. (*** ********** **).

    It was after her receipt of my email response that she called me quite agitated right from the get-go saying, “Someone from your organization just sent me a rude & aggressive email and I want to speak to them”. **I fail to see how my email response can be considered rude and aggressive** (******** ****** *** ******* ***** ****** ********** **** All interactions were documented in detail**)
    In short on April 1st when these interactions occurred, I did ask her to stop yelling at me and to “speak to me” but she continued to talk over me and yell. I did tell her that if she continued to do so, I would end the call and eventually I did hang up. She called again and was not any calmer, so admittedly,  I lost my patience and raised my voice to match hers and hung up. Subsequent calls made by ******** were hung-up and/or ignored.

    On April 4th, I received another email from ********, all capitol letters, which I can only concur as her “yell-typing” at us. (*** ********** **).  This email was ended with her admission that she would claim “discrimination” with absolutely no merit. I had no way of knowing this woman’s race based on our interactions and take extreme offense to being accused of this very serious matter.
    *** ***** *** * **** ****** ****** ** ***** ** *** **** ******** ********* *** ****** ****** ** ********* ********** * **** ** ********* ** *** ******** ** ****** ******* ** **** *** **** ** ********* ** * **** ******* ** ***** ***** ** *** ******** **** ******** **** ** ****.  It is in my opinion; we professionally acted within our perimeters regarding late payors as laid out in our lease and application that was signed and fully executed by ********. The only area I feel I may have improved upon concerning my interactions with ********, was not matching her raised voice with my own. I do not, however, feel bad in this situation for matching her disrespect considering what she is trying to claim with bold face lies.
    My response to her “yell-type” email was short and to the point. (*** ********** **).

    ******** has emptied her unit as of April 14th and no longer rents with us. The FV- form (final vacate) she filled out, has illegible email address and I will have to email her to confirm what it says so she may receive her security deposit back.

    Thanking you in advance for opportunity to share my side of this ****** ******* claim of ********’s.

    Best regards,
    *** ***** Site Manager

    Durham Multi Storage Inc.
    *** ******* **** **** ******* ** *** *** ** ************
    ****************

      ***** ***** **** **** ******* ********* ** *** * ******** ******* **** *** ********* ********* ** ******* ***** ********* *** ****** ***** ***** **** ***** *** ********* ** ** ***** ***** ***** ** ****** **** * ***** ***** ******** * **** **** ******* **** *** ****** **** ** ********* ***** ****** **** *** ******* **** **** * ***** **** *** ****** **** *** *** ******* ** *** **** ***** *** ********* * ***** **** ** ***** *** **** * ** **** ***** **** ** **** **** ******* ** **** ************** ***** **** *** ** ** ***** *** **** ******** **** *** ********* ****** *** ******* ** *** ********* **** ** *** ***** ***** *** **** **** **** ** **** ** ***** ***** *** *** ******* *** **** ********** ** ***** ********* ** ********** *** * ** ********* ***** **** **** ** **** *** ***** ** ****** ** ****** *** ******* ** *** **** ** ***** ********** ****** ***** ****** ***** ** *** **** **** ********* ** **** ** ****** ***** ****** * ********* ** ******** ********* ********** ******** *** ****** ****** **** ** ** *** **** ** *********** *** ******* ****** ******* *** ** **** * ******** ** *** *** **** ** *** ** **** * ***** *** ********* ** ****** ***** ** **** ***** ** **** ** *** *** ********* ** ****** **** ****** ** *** ** ******* *** ****** ** ***** ** ** **** ***** ******* **** ** **** ******* **** ****** ** ****** *** ** *** ***** *** ***** ** *** **** ** ******* ************ ** ** *********** *** ** **** ***** *** ******** **** ** ******* ** ** **** *** ** *** ***** *** *********** ***** ** ****** *** ******** ** ** ********** ** *** ********   ******  ****** *****  ******** *******   

Durham Multi Storage Inc is NOT a BBB Accredited Business.

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