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:08/04/2022

  Type:Billing 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.

  Business: Wheeler Road Self Storage (Address is **** ******* *** *******, ** XXXXX). I have a unit at this facility, which I am charged for monthly & this balance is automatically drafted from my bank account each month, so it is essential that I know the amount being deducted so that I allow sufficient funds to cover other bills which are also deducted from this account.
  
  I received a letter from the business stating that my monthly rate would be increasing from $90 a month to $104 a month; I received this 1 month in advance of when the rate increase was supposed to occur. This in and of itself is a significant jump in price. I later check my bank account only to find that the ACTUAL amount deducted was $113 for the month, making that a TOTAL increase of $23.00 per month ($276 increase per year).
  
  My FIRST complaint is that this has happened TWICE PREVIOUSLY. Once where I was given NO NOTICE of a rate increase and ended up with an OVERDRAFT fee and complete mess at my bank. I voiced the issue and mgmt was able to properly help. This time, they DID send me a notice however, they DEDUCTED MORE than stated on the new invoice. I wasn't given the opportunity to decline to continue to use this facility before they charged me more than I agreed to. You don't just take money from someone's account without them agreeing to the change. I called the business to ask them why they deducted MORE than I had agreed to. Because in fact I would NOT have continued to pay the facility. But in this case I was charged without agreeing to this amount. You cant just take whatever amount you want from a bank account without verifying the consumer is ok with this amount.
  
  This has happened more than once and is unacceptable. I ultimately received no resolution from the business and have yet to hear from management. I have not been given the opportunity to do anything about this and the business pretty much said sorry for your loss but made no effort to reimburse me for the extra charges

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 8, 2022/08/15) */
  I have spoken with ***** ****** and we were able to come to an appropriate understanding.
  The letters that we send out are the rate increases for the rent. As per the lease agreement, we send these out 30 days before any rate increases occur. We also sell a protection plan at the rate of $9/month. Unfortunately, when we mail out the rate increase letters, we do not add the protection plan amount into the letter since it is optional, and we have three different plans and pricings for the protection plans.
  We are currently addressing this so that these price misunderstanding do not happen again.
  Since we do price match in the area, I was able to get ***** a better rate than the one stated, and in fact, was able to lower her rate below what she was paying previously.