Complaints

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• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair 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 01/01/**** I received a email stating to contact my storage unit. I contacted them the same day and left a voicemail. On 01/02/**** I received a call back with a additional $25 charge. I tried to resolve the issue with regional manager who said he would waive the $25 fee but he was also evicting me! He collected a total of $252.00 from me on 01/02/2023 prior to evicting me $116 of that charge was covering me through January 29th ****. He refuses to return my owed monies since it made the decision to evict me and suggested I take it up with my bank. He also stated and I quote that reason for my eviction of unit was because I complained about the $25 charge which I stated to him was not a valid reason he then proceeded to tell I threatened his staff which I did not there is cameras in the office no threats were made and I stated that to him as well. He then said I refused to leave the office, no one asked me to leave! I was not refusing I decided to sit and wait for a email response from him during office hours in which took about 30-45minutes! Upon leaving to find another storage unit I returned to start removing items the same day 01/02/**** only to find my unit door broken, I was told to leave it unattended and that I did refuse because it could not be locked. I waited a hr and a half for them to make it where I can lock it ONLY but I still could not get in to get items even though my receipt says Im paid up until January 29th ****. None of the staff would send me to corporate so I am wondering how do I get my stuff and why my card charged for a whole month if I am evicted?

  Business Response

  Date: 01/10/2024

  On January 2nd, ****, ******************************* came in to pay her bill. That morning she became delinquent enough that a lien fee was added to her account that day. All late fees are automated by our system based on when a tenant becomes so many days past due, they aren't manually triggered by an individual. She is correct that on 1/1/****, she received an automated message from our system that her account was past due with a specific amount to pay but the office was closed for the holiday if she wanted to speak to someone about it, however she did log into her account online that same day (account records show this) and could have paid the balance she was informed that day but did not for whatever reason.

  When she came in the office the next day and was informed of an additional $25 lien fee that assessed that day, she threatened the Site Manager that she better waive that fee for her. My Assistant Manager was a witness to this. When the Site Manager said she would reach out to her boss (me) for approval on the fee being waived, ********* said she wasn't going to leave the office until she spoke with me and the fee was waived. I was called but as a Regional Manager, I ain't always to available to answer my phone right away so I did call back ************************************** the office even though the staff told her they needed to take a lunch soon. No one deserves to be bullied like this so I informed the tenant I would waive the fee but she would be evicted after. It wasn't because she complained about the fee, it was the way she treated the staff about the fee.

  The eviction notice given on 1/2/**** says you have 10 days to vacate the space. As of 1/10/****, she has still not vacated the space. Our lease says we don't prorate rent and she was already into a new billing cycle on 1/2/**** on the date of the incident. To answer her question at the end, being evicted doesn't mean you get a free rent on your storage, you are still responsible for your month's rent. 

  She mentions her door was broken (it came off the track from swinging it open too hard and/or fast), which is correct but she was the only one that had been to her unit that day so we assume she did something to her door on accident. Our door repair vendor couldn't come out until the following day so we had to get staff from another facility to come over to at least get the door closed over night.