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:05/15/2024

  Type:Service or Repair 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.

  Emailed the business the day prior the locker was due that the website was having issues and not letting me pay. I did not get a reply until the next day and was able to pay at 4 am in morning but they charged me a late fee, we emailed them accordingly about the fee and they would not remove the fee. This should be removed as I attempted to pay this the prior day and their website was having issues but they did not respond until 2 days later and it was considered late. They said they are not doing anything and wont remove it.

  Business Response

  Date: 05/16/2024

  ****************** is aware he have other options to make his payment when the rent is due in order to make his payment and avoid late fee occur on his account.  ****************** has been renting with us since 2015 and understand as per his signed lease and late fee structures outlined.   We have been waiting for ****************** to forward the email showing proof that he communicated with us on the 9th.   Once I received the email communication he is referred to I will note the date and time if this was communicated during business office hours.    

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21705939
  
  I am rejecting this response because:

  On the night.

   Of the ninth I was trying to pay the item or bill. Do their internet was not working? It would not let me do. Anything couldn't change my password. I was having difficulties finally. I sent them an email stating. I was having such difficulties. I wasn't aware of the time, apparently my email was sent at 12:02 AM on the 10th, not my problem. I've been with them for a long time and never had any issues. And they can't do me the courtesy for 2 minutes 

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

  Business Response

  Date: 05/28/2024

  It's unfortunate that you are choosing to handle your situation in this manner.  We were willing to work with you but you are not willing for provide the email proof as requested and you outlined in your response that you emailed the property.    Your contract outlines a 5-day grace ****** after your due date before late fees apply.   Moving forward, if you could kindly ensure payments reach us by the due date, it would be greatly appreciated.   I want to thank you for being a valuable customer. 

• Initial Complaint

  Date:09/12/2023

  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.

  Your storage staff employees are not helpful we have been seeking contact from corporate for 6 plus months about riding costs snd were told corporate would contact us but never has. The last straw was yesterday when we paid our unit and once again fees going up and they could care less. We went to our unit which pay for air conditioning unit and I could not be in that facility for 2 minutes I was going to pass out, I felt sick it is 85 degrees or hotter like my garage. While all my items are now getting ruined because of no climate control that I pay for. I go to your office where 3 people plus a maintenance man I assume are sitting there gossiping and doing nothing in a freezing office. At this point Im mad and tell them I cannot work or get my stuff out it frigin hot, the lady did not care says she has no control since the property next to them took the trees away there is no shade and unit cant keep up! So Im extremely annoyed and she got nasty with me after voicing my concern would not provide me any corporate information except Ill pass it along. Im paying for this service and not getting it! They are in breech of contract so I will be calling a lawyer and wanting funds along with past monies refunded back since this is not legal. While they sit in a freezing cold office and they tell me that cant help it!

  Business Response

  Date: 09/13/2023

  After further investigation, ************************************, is not a tenant at our facility.  She is an only alternate contact for one of our tenants.  Because of this we cannot discuss the facility or the tenant's account with her. The tenant has not addressed any issue or concerns regarding the temperature in climate control building with anyone on our staff. We have had some concerns with one of our air handlers and it was address and resolved the following day.  This issue was brought to the manager's attention by the maintenance worker. Unfortunately by law and our binding contract with the tenant, we can only discuss issues with the tenant. 

  Customer Answer

  Date: 09/17/2023

   
  Complaint: 20591331
  
  I am rejecting this response because:

  The day my wife was in there. I was also in the car you saw me there you saw me as I paid the bill. She went in there because I am I have a back injury so you want to responsible here is your response attached are pictures that we were there yesterday to do some work in the locker September 16th  and it was still 82 with 52% humidity as the manager brother asked us to move car to get to a golf cart but you all were closed by that time, it is still in violation of my contract. Something needs to be done about this. Otherwise we will contact a lawyer for breach of contract. Do you want my response? You just got it take care of this or I will.  ******** is also my wife so it should not matter really? 

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

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

  Unit 2198

  Business Response

  Date: 09/19/2023

  Pursuant to the initial response posted by location's property manager, the complainant is not a lease holding customer and therefore account specifics cannot be discussed with ******************. However, in general terms, the **** equipment at the property is immediately serviced when malfunctions are discovered. In the case of the unit in question, it was discovered to have an issue on 9/11/23 and a service call was placed to ****************. The service call was completed on 9/13/23 at 10:45AM. There are other **** units within the building and specifically on each floor of the building prevent 100% loss of the ability to cool the designated area at any given time. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20591331
  
  I am rejecting this response because:

  As clearly stated in my prior communication it is not at the correct temperature. 82 Degrees is not what is in our agreement and as stated before I am his wife and responding , you all need to fix this so the temperature is correct per our contract. My husband will also be filing since you are not doing anything to rectify the situation with the provided information. Youre just being very difficult as he asked to be contacted by upper mgmt and has never received any communication even after you all in your office advised that he would, along with telling me. We have the ************* stamp of 82 degrees for this past weekend, it does not allow me to attach the picture but I can forward it if needed due to file size. You can contact my husband as stated prior at ************. Mgmt brother was there as he came to our locker to ask us to move car so you can confirm with him as well. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/19/2023

  In the interest of trying to come to an agreement and move on, Champion Self Storage is wiling to offer a refund of rent for a period of 7 days to accommodate the period of time that the **** unit had issues while being repaired. Based on ********************** rent total of $205 per month, the 7 day prorated amount of credit being offered here is $47.88. Once confirmation is received that this is an acceptable resolution, the credit will be applied accordingly.

  Customer Answer

  Date: 10/25/2023

   
  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. Please refund me the amount as stated. Thank you 
  
  Sincerely,
  
  *******************************