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:03/13/2023

  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.

  I have been renting Unit ***** since February 2019 in ******* **. Even though I am extremely frustrated by the rapid increase of my renting a unit beginning in 2019 at $69 to $176 =155% increase, I am highly upset by being denied access to my unit. The monthly payment was automatically drafted from my account on March 1st. I received an email from ******** & had a disturbing conversation with ******** that I am being denied access bc " the previous management company lost documents." The employees have sent emails for me to e-sign a new contract bc ; but I am not comfortable with that process. I requested a hard copy & was told that a hard copy could not be sent to me & that I will be denied access until I e-sign a new contract. I'm sure it is a violation of the Fair Business Act for a company to take my payment then deny me access to my account bc of "errors by their management company". Additionally, this facility advertises secure storage; however, the entrance gate is often broken for months & the door to the facility was broken as well allowing access by anyone. Now that the gate has been repaired, I’m being penalized for their errors. I would appreciate the access denial removed and my March payment pro-rated for the time I have been denied access to my items.

  Business Response

  Date: 03/18/2023

  To Whom It May Concern:
  
  I have attempted to reach Ms. ********* on several occasions via call, SMS and email regarding the signed lease before she was locked out of her unit. These dates are as follows: 02/04/2023 – which was the initial email that she opened, 03/01/2023 – an SMS to follow up, 03/07/2023 – a call and SMS, 03/08/2023 – a call and SMS. Ms. ********* then contacted us on 03/10/2023 regarding the issue at hand, which I do understand as frustrating, being she has paid current through 03/31/2023. ******** spoke with her and let her know that all we needed was an updated Lease document and she would be all set. She informed her that E-Sign would be the quickest way to regain access to the unit, and we also offered her to come into the office to sign in person, being that she was concerned about signing over her email. She asked us to go ahead and just send it, so we did. She then let me know that she wanted a hard copy mailed to her. I did try to let her know that it would take a bit longer, and being that she wanted access that night, e-signature would guarantee her immediate access if she signed during business hours. But, if she wanted a hard copy mailed to her, I would be happy to do so. The process would just take a bit longer. At no point did we inform her that E-Signature would be the only possible way to sign her documents. We did certify mail her a copy of her lease. I have printed and attached our email correspondence for your viewing.
  
  We are not penalizing her for the gate being repaired, or a 3rd party management company losing documents. We simply need to ensure that all of our customers are storing at our facility legally. As of 03/18/2023, we have reinstated Ms. *********** access, but without a signed lease she will not be able to continue to store her items at Go Store It.
  
  Thank you for your time,
  ******** **

  Customer Answer

  Date: 03/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: After being surprised that my monthly payment was automatically withdrawn on March 1st & I was denied access on March 10th, I contacted the office.  I was informed by ********* that I was denied access and "Had" to e-sign the new contract bc their management lost their records. When I asked for a hard copy, I was told that they could not send a hard copy.  Being that my payment was taken & I was denied access I would appreciate my account being prorated for the time I do not have access to my account.  This is my first notice that access has been reinstated as of 3-18-23.  If they can send emails and call for me to e-sign their contract, they should have contacted me to advise of access being reinstated.  As of Now, March 20, 2023, ******** nor ******** have contacted me to advise that my access has been reinstated. 

  Regards,

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