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:09/14/2023

  Type:Customer Service 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.

  Hello,This issue is regarding a storage unit in ********, **. On 6/13/23 I removed my card from autopay on the unit due to termination of employment with Greatness Uguru. She intended to keep the unit so she was to contact the company to transfer ownership. On 7/17/23 I received the 1st late notice from the company. On 7/27/23 I contacted the business to either transfer ownership of the lease or terminate the lease. Company approved Doucsign option due to distance and I submitted my information. 8/17/23 I received a Notice of Lien Sale and this is the first communication since the last email. I was was not followed up with regarding the ownership transfer and I called management immediately. They confirmed they would reach out to Greatness again to initiate the transfer process and update me. I offered a payment arrangement to settle whatever was owed as I did not like the language being used and requested next steps to terminate the lease. On 9/13/23 I received another past due notice for $210.95. I inquired what this was about since I still had not been updated on the unit and last I heard from the team they were in communication with Greatness and working out the transfer along with receiving all money owed. At this point, they seem to be looking to hold me responsible still which is inappropriate. ****** was escalated to ****** who is threatening legal action against me and sending me portions of the lease agreement to frighten me into paying the balance. From my perspective, either this unit is still under my name, which means they did not process the transfer and allowed an unauthorized party access to the unit to empty the belongings which is a breach of contract OR the transfer has gone through and Greatness left items behind. In this case, they should pursue her for any fees for left over belongings.

  Business Response

  Date: 09/27/2023

  Hello, 

  We are a family owned business and we always do our best to work with our customers as we know that there are times when hardship arises. ******** rented a storage unit under her name and later wanted to transfer the lease over to her grandmothers name, which we had no problem with however we asked that both parties be present in our office to provide a governments issued ID and sign off on the transfer, which is stated on the lease that ******** signed and dated at the time of rental. Once the unit rent became due, we called as a courtesy to remind her of the past due rent, she sent an email stating that she no longer is responsible for the unit and its belonging inside the unit. Our staff responded to her email to explain the process once again. ******** then emailed back stating that we were harassing her and that she did not want us to continue contacting her. My staff then forwarded the email to me ****** ( Operations Manager) and I respectfully emailed her stating that I would waive the rent due and close the account so long as she sign the  abandonment form and then that would release her of any responsibility to the unit. ******** refused to sign off on the unit and stated she would report us to the BBB if we did not close the account. Our staff is instructed to follow the policies of our lease which includes all guidelines in the ********** Self-Storage lien law. We would like to once again offer ******** the opportunity to sign the abandonment form as previously stated and be able to close the account and waive the full amount due. 

  Thanks,

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