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:06/03/2024

  Type:Product 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.

  Topic: Failure To Receive A Refund on Storage Units Vacated (May 28, 2024) and Paid Until October 15, 2024. I was a 15 plus year customer of ****** ******************** Company (**************), sold in April, 2022, to Absolute Storage Management (ASM), now operating as My Place Self Storage in **********, *******. Payments continued seamlessly and were accepted throughout this sale and multiple staff changes of this new company as it changed names from ASM to My Place Self Storage.My units were paid and accepted up to June 15, 2024, when anticipating upcoming medical treatments, I paid $2918.36 to cover storage costs from June 15, 2024, to October 15, 2024. I officially vacated and notified the company in person on May 28, 2024, and requested a refund in person. The staff person said, "he did not know how to do this" but would ask the owner and call me back. There was no response . On May 30, 2024, I went to the storage office again and requested a refund. I was told " no refund" will be given because "they don't give refunds" or "accept advance payments anymore."(For the record the refund requested is based on 14 days of unused storage June 1-14, 2024, (Cost of three units $221+$221+213=$655 times 14/30 days or 0.46 = $301.30 PLUS amount paid in advance to cover June 15-October 15, 2024, which was paid on May 8, 2024. Total amount requested in the refund is $3219.66.)Note: I have payment paperwork but I cannot upload at this time,

  Customer Answer

  Date: 06/03/2024

  This company, ASM or My Place, whatever name used, has no lease with me. 

  I have just received a Move Out document dated June 3. 2024 electronically. As I indicated in my original BBB complaint dated in May, I presented myself to the My Place office May 28, 2024, and have a written note from the staff person on duty on 5/28/24 documenting that the units were vacated.

   

  The would exclude any refund for **** However it would make a refund for the entire month of June eligible.

  The  Move *********** paperwork was purposefully not completed despite my making it absolutely clear I had vacated the units during the Memorial Day holiday. May 28th was the first opportunity to notify the company in person when the office reopened after the Memorial Day holiday.

  Let me me perfectly clear, the BOGUS June 3rd move out day is designed to exonerate the owner from refunding the June Storage free.

  Emails are generated to provide a paper trail for the owners benefit.

  Here is another example how clients receive emails haphazardly.

  On May 8, 2024, when I paid ahead to October 15, 2024, I was not informed of the rent increase. However the 30 day notice of a rent increase was emailed  on May16, 2024, well after I had already made my payment.

   

   

  Business Response

  Date: 06/25/2024

  We take all matters very seriously with our respected customers and find it unfortunate that **************** has taken this route without discussing further with our staff.  MyPlace Self Storage ************** is no longer in receipt of the funds claimed as **************** filed a dispute with her credit card company.  Per page 3 of the storage lease, There shall be no refunds in the event the space(s) is vacated prior to the paid through date.  

  Customer Answer

  Date: 07/03/2024

   
  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.

   

  Complaint # ******** June 26, 2024
  This is my response to the written response from My Place
  Self Storage because ..... .."it is incomplete and inaccurate."
  "l have made multiple attempts to contact the manager or
  owner of My Place ************** through verbal requests in
  person in the office to the attendant on May 28, 2024, and
  on May 30, 2024. I was denied a name, phone number or
  email on both occasions.
  I provided a paper copy of my name and contact information
  history of payments and schematic to explain the refund to
  the staff person. I asked the employee to forward this
  information to the manager and or owner. I was told by the
  attendant that a Regional Representative was visiting on
  Friday" and would see this information. No response was
  received from the Company or Regional Representative.
  On May 30, 2024, I contacted BBB. My second BBB email
  communication indicated that My Place ************** had not
  responded.
  June 3, 2024, I received an email from My Place stating that I
  vacated on June 3, 2024. I did not respond since this email
  was inaccurate. I vacated on May 28, 2024, with a signed
  paper from the My Place attendant.
  
  I wrote a ****** Review on the former website of My Place
  Mount **** outlining my experience. I checked often but
  there was NO response from the Staff. (My Review has since
  been deleted in the elaborate revamping of the Company's
  website which now has "No Contracts" in its headline.)
  After experiencing five failed opportunities for the Company
  to respond I contacted my ******************** The ********************** credited $2918.36 for the duration of June 15
  to October 15, 2024.
  (For the record I am currently owed $250.54 from the
  company for the June 1-15, 2024, storage fee paid in January
  which I will forego.)
  I prepaid on May 8*, 2024, $2918.36 until October 15, 2024.
  Twenty days later when I asked for my refund for unused
  storage, I was told there was a policy change "NO /Mm ***************** Prepayments. I could receive an email/about a
  rent increase but why no email about a policy change?
  I was an original client from the ****** Storage Company that
  was sold to Absolute Storage Management which later
  became My Place **************. At no point was there a
  contract or a detailed outline of rules sent to me. There was
  no signage posted indicating No Refunds as commonly
  seen in businesses.

  
  Sincerely,
  
  ***************************