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:08/18/2022

  Type:Product 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 contacted the storage unit and talked to ***** and let her know to not charge my card and provided her with ************* credit card info which she took down and everything and said everything was good to go. Then apparently she tried to reach out to me and say she left a voicemail. That I never received. I checked my bank statement the following day and she charged my card which I did not authorize for and asked her to remove that card because I provided ************* credit card information which is under the name ********** And ***** said thank you the card information and hung up. So following day I checked my bank account And then I had called the storage unit again to ask why the charged my debit card and they made my account go negative. She told me she can't issue a refund for me and that I had to contact my bank to get my money back. And that she tried calling but never tried reaching me through email but she will email rim the credit card authorization form because the reason she tried to get back in touch was she did not follow protocol and get the Id when she first took down ********* card information but she took it anyways. And when she tried to get back in touch because she hadn't received rim card information. I let her know I will get in touch with him to make sure he send the information so the account will be billed for June under his card she understood and agreed. But apparently now in august she's stating she never agreed to that. So now my account is in negative I need my **** refund back and ***** need to charge June bill with ********* a credit card like he authorized. He provided only the credit card info on June 6, 2022 for that reason for June payment but then she stated he never provided his ID until June 29 so she took it upon herself to only charge his card for July and set up autopay but never went back and contact A/R to charge June with his credit card.

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 8, 2022/10/04) */ *********** is a tenant renting a storage space at our Self-Storage facility ***************************************************** Tenant had signed up for our ******* feature to have her credit card automatically charged with rent fees on the first of each month. On May 5th, 2022, tenant left a message with our facility and requested to change their credit card info. Facility manager made attempts to contact ***** back and obtain property credit card authorization form, as well as valid photo identification for the cardholder. Tenant never got back to manager, and they were charged June's with their credit card on file. On August 18th, 2022, tenant visited facility office and asked to have June's payment refunded back to their card. When manager explained a refund was no longer possible, tenant refused to leave office until law enforcement was contacted to remove her from the premises. Tenant has been notified that our company cannot refund a previous month's rent that has been paid, as per their rental agreement.