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:01/02/2024

  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.

  Date of Service start: 9/8/2023
  Date of Service end: 11/8/2023
  Monthly Rent: $85.00
  Deposit : $25.00
  Unit* **
  Total Paid : $280.00
  Refund Due: : $110.00

  Business Response

  Date: 01/11/2024

  *** ****** rented a storage unit from our facility on September 8, 2023. We do not normally prorate the rent for the month unless the unit is obtained after the 10th of the month which is our late fee date. He paid his first month rent of $85.00 and his deposit for lock and key of $25.00. *** ****** notified Target Storage that he would be vacating the unit the first part of November but was not sure as to what day that would be exactly. *** ****** was informed that he could leave the unit empty and clean, as it was when he rented the unit. He was also informed that the key would need to be returned in the drop box before the 5th of November in order for him to receive a refund for a prorated amount. *** ****** called on November 8, 2023 and said he had finally vacated the unit but did not turn the key in the drop box, I suggested that he mail the key and I would go ahead and close his account. *** ****** did not want to risk the key being mailed and lost in the mail so he stated he would be returning to ******* the weekend and would leave the key in the drop box. His key was received on November 13, 2023 and his account was closed. This meant there was no refund for a prorated amount for the month of November and his refund check would be processed the first week of December. He never asked for a prorated amount for the first month he rented the unit.  He called and inquired about his refund check of $25.00 and was told it was being mailed that same day and told him I would call him and let him know when his check was in the mail. While at the post office, I called *** ****** and told him I was mailing the check and the address it was being sent to. At this time he gave me his new address **** ***** ***** **** ****, ******* *****, which was not the address we had on file. I went back to the office and made a new envelope and mailed his check that same day in December. It was not until January 2, 2024 when I received a negative review from ****** and a phone call from *** ****** stating that he had still not received his refund check. I called the bank, verified that the check had not cleared and immediately stopped payment ($35.00 charge for a $25.00 check) then began issuing a new check for *** ******. This time however, to make this customer happy, I refunded him the prorated amount for not only September but also November as well as the $25.00 deposit refund. The total he received was $112.83, paid on January 2, 2024 with check number ****, this payment was again mailed to **** ***** ***** ***** **** ******* *****.

  I have not heard anything else from *** ******, so I would assume after several attempts, he finally got his check for more than what he was truly owed and is satisfied. However, the review he left on ****** still reflects negatively on the business. *** ****** stated that he would make a complaint with the local ******* ** ********, a complaint with someone at ******* ******* and now I have this complaint as well. This does not seem fair to the business because *** ****** failed to provide a new address when he moved out of the unit and turned his key in. He was also asked about different methods to receive this refund, such as **** *** or ***** to speed the process and insure deliverance of payment but he did not have either of those to receive payments and never mentions those offers were made. I am almost sure he has not bothered to follow up with this complaint to make it clear that he was in fact paid more than what he was filing for. 

  I apologized in a handwritten letter to *** ******, and truly hope that he accepted that apology. I also hope that he would reply back to the review and let people know that his refund was in fact mailed multiple times and that this issue has been resolved.

  Customer Answer

  Date: 01/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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