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:01/10/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This company purchased a storage company that I have been doing business with for around 20 years. First month, I tried to pay online, and was unable. I have requested their "link" and have been ridiculed by their employee, ******. Since I am unable to pay online, I have made sure my check is in their payment box on the 1st of the month. A few months ago, they decided that a check payment needs to have a "**** processing fee". Now, it's ***** processing fee. Although I have requested the link for paying online, I STILL haven't received it. I have been paying two months at a time, along with ONE ***** PROCESSING FEE. They are charging late charges on the "unpaid" processing fee, since I have two units-WHICH I HAVE ALWAYS PAID WITH ONE PAYMENT, According to the ******** AG's Consumer Protection, UNLESS A CHECK HAS BOUNCED, THEY CANNOT PUT A PROCESSING FEE OR REQUIRE ONLINE PAYMENT. I would be glad to pay online, but they make it totally impossible. It's January 6th, payment was made on 1/1/24, and I am getting harassing emails stating I owe almost ****, although the payments are made ontime, and both units are paid in full. I am unable at this time to move my belongings. I just want them to follow rules/regulations, and adjust their lousy bookkeeping to show I am paid up for my units. I can provide all my cancelled checks, showing payment. However, they did not put one check thru my bank until the *****th of one month, I checked my bank today, and the check I dropped on the 1st has not cleared.

  Business Response

  Date: 01/19/2024

  We appreciate the opportunity to address and clarify the concerns outlined here. We receive a check on *** 4th for her dated 12.15.2023 for $575.00. We could not apply the check because it was not the full amount due. On the check in the memo it stated the payment is for *** and Feb paid in full, but the amount due on *** 1st was $590.20. We explained this to ***** in an email several times, she did not want to hear and she assumed she was prepaid for the month of *** and Feb. Unfortunately that was not the case, which has been communicated to her. We have communicated with her several times regarding our policy on partial payment in addition to the contractual obligations she has agreed to. She also requested the ledger for the entire year of 2023, which we were happy to provide and was sent out via email. Despite these ongoing communications and assistance, she continues to ask what her units costs, stating that she is paid in full, and we have been unable to reach her consistently via phone to help address her concerns. In the times we have been able to connect, we attempted to walk this individual through the online payment process while on the phone and she has refused to do so. She has been notified daily via multiple forms of communication that she still has a balance due. If this individual has any further questions or would like assistance making payment, we are happy to assist. 

  Customer Answer

  Date: 02/05/2024

  Actually they are lying-The Jan/Feb check was dropped off on January 1st.  As are all of my checks dropped on the 1st of the month.I started paying for two months, so I wouldn't have to pay the illegal fee on paying by check  They just sent a notice that they are going to tow my vehicle for "being abandoned" They HAVE NOT RETURNED THE CHECK, NOR CASHED IT, but ARE charging late charges on something that they have in their possession. I have received one vm from ******** or whoever replaced *************  I have spoken with some man with an ***** phone number, who stated that he WOULD NOT GIVE ME A BREAKDOWN of my account for the year that Cedar Creek has owned the unit.  Unfortunately, I had a meeting to attend, and after 20  min or so, couldn't continue the conversation. I notice that the respondent doesn't address the issue that I HAVE REQUESTED THE ACCESS CODE TO PAY ONLINE-AND ONE YEAR LATER-AFTER NUMEROUS REQUESTS, STILL CANNOT PAY ONLINe, SINCE THEY WILL NOT SEND ME THE CODE.  BUT THEY KEEP CHARGING FOR MY PAYING BY CHECK-EVER THOUGH IT'S THEIR FAULT I CANNOT PAY ONLINE.  THIS HAS BEEN TURNED INTO THE DISTRICT ATTY'S ******* FOR CONSUMER FRAUD.

  Looking back over my checks, l pd ****** on 2/1/23, ****** on 3/1/23, 254 on 4/1/23, ****** on 5/1/23, ****** 6/1/23, ****** 7/1/23, ****** 8/1/23. Sept I paid for two months  516.00   Rent went up in Nov  pd ****** for two months.   They held my Sept/October check until the third week in Sept.  cleared my bank on 9/27.  I have paid on time, and in full with these people.  For over a year,  The prior owners received my checks every ,month for almost 20 years.

   

  My rent is now ****** for one space and ****** for the other with two ***** junk fees.  I cannot access my account to find out when they almost doubled the rent,   This is their "access portal"  and the last "access code" DOES NOT WORK WITH THE ACCESS CODE I HAVE FOR GETTING INTO THE AREA.  Neither does my space # or phone #.  

  ink a rental space to your online account

  I'd like to link the following rental to my online account

  Fields marked with * are mandatory

  State *  

  [******* //]

  City *  

  [           //]

  Facility *  

  [           //]

  [          ]

  [          ]

  Link a space to my account

   

  Convert a reservation into a rental

  Fields marked with * are mandatory

  State *  

  [******* //]

  City *  

  [           //]

  Facility *  

  [           //]

  [          ]

  Convert to a rental