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:30/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 October 6th, I had a bill coming up with Passion Safe and Storage in Delisle, SK and they withdrew an amount $109.15 more than my storage unit was. I pay $109.17 each month which I pre authorize, but they took out $218.32 when I called them, I was told they had a glitch in the system and they would take extra from the amount they took and put it to my next month bill without asking me. I told them no due to I needed the amount back for bills. I was told they would get someone from financial to call me later that day. I was not given that call and when i call them back they kept telling me we would get back to you, but no one got a hold of me. I called them numerous times a day. Until the following week October 11th i was told i would be given a cheque for the refund for the amount of $109.15 and it would take 7 to 10 buisness days. I have called them after that period stating I have not recieved my cheque. I kept getting told we will call you back. To which no one has. It is now monday October 30th and i have called them to which they said i should have go the cheque. I got proof that i never got the cheque and proof i have made calls, and proof that they took out $218.32. I have been more than polite and i never allowed them to remove that amount of $218.32 from my account. They should be held liable.

  Business Response

  Date: 31/10/2023

  Dear Mr. ********,
  
  I would
  like to apologize for the confusion and delay in processing your refund for the
  double-charged rent. We do not typically charge for more than 1 renewal period
  at once unless asked by the customer to do so which in this case there was no
  request made. When you had contacted the staff on site to bring this error to
  our attention, they immediately filed a request for refund to be mailed out to
  the address you provided for the full amount of the overcharge, this was done
  so on Oct 11th 2023. Our typical waiting period for the refund
  checks are 5-10 business days which would put it at the latest for October 25th for an arrival date, however due to a delay we have been able to get it to you within
  the typical allotted time frame. We have currently expedited the process to ensure
  you receive your check within the next 2 business days by express parcel
  delivery. We sincerely apologize for these events that happened outside of your
  control and hope to continue providing you storage services at this time.

  Customer Answer

  Date: 31/10/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********