Complaints

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• Initial Complaint

  Date:06/21/2024

  Type:Billing 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.

  I stored a car i keep in Florida with this company in March 2022 while I had a tenant in my Condo. I picked it up well before hurricane *** hit in late September 2022, and it has not been back since. However they continued to charge my credit card with $320 a month until I discovered this only weeks ago. The manager of the company, ***********************, has not disputed the facts of the case, and had agreed to reimburse me - but has not followed through and now does not answer calls or emails.

  Business Response

  Date: 06/28/2024

  Our facility stores cars.  The customer signed our contract and gave us permission to debit his credit card every month till we received notice that he was taking his car out.  Per our contract he brought his car on Feb 22, 2022.  We did not receive an email or text that he was moving out.  Since than I have sent two emails out to all our customer letting them know that we are changing how we process our credit cards.  One in May of 23 and one in January of 24.  The first we heard that he had moved out was just a few weeks ago.  We feel he should take some responsibility for not informing us for two years.  Did he never check his statement?  We would have been happy to refund him but after two years the bill was extremely high.  We are a small company with not a lot of cash on hand.  We don't have an exact date of when he left.  How do we know that we owe him ********, he could have left in 23 since we have no proof of when he pulled out, without any written notification.  I feel a fair resolution to this problem would be for us to pay him $5,000.00 since we don't know when he left.  
  

  I did speak with him and sent check on the 13th of June for $1,500.00 with the agreement that we would send him $500 per month till it's paid back.  
  Thank you for the opportunity to answer this complaint.
  

  **********************;

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21881983
  
  I am rejecting this response because:

  the response is misleading snd inaccurate. 1) This is not a parking garage. It is an open space secure  building  with as many (often valuable) cars as they can fit in inches apart. You dont simply pop over and take your car out - you call a day ahead and they potentially move .x other cars to dig yours out from the back for you. They should be recording what cars they have before they charge customers!  2) *********** in my calls has never disputed that they had my car only a few months -,and charged me for 2 years! If they do now wish to dispute this I have for example records from the ********** and ******* toll stations showing the car going through 50+ times in 2023 and 2024 alone. Records from 2022  will  also be available on request, the car was stored in my garage in ft ***** during  hurricane  the last  week of September 2022, and never went back.

  the company has refunded 2024, and has indicated it will meet the remaining obligation on a monthly payment basis. This I have accepted, but the complaint should remain open until completely resolved.

  Ps for the substance of my complaint itis irrelevant how these charges were not noticed for so long, but there is a simple explanation. I used a credit card allocated to my Florida business, which is reviewed by my accountant - who only knew ai had a car in Florida, not where it was.

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