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Business Profile

Storage Units

DIY Storage Center

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:10/07/2024

    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.
    They advertised 1 month free but you pay administration fee of 25 dollors they sent me a bill only 15 days later
    October 1st not honoring free month full 30 days as advertised tricking the person demanding full payment after 14 days not a full 30 days moved in there storage unit on there advertisement 1 month free on September 14,moved in they asked for 59 dollors on October 1st when im not supposed to pay till October 14, 2024 so that is not a full.30 days there not honoring what they advertise I should pay on October 14, 2024 my monthly rate of 59 dollors . Not on October 1st its not been 30 days not honoring what there Advertising and promising .

    Business Response

    Date: 10/15/2024

    We have attempted numerous times to reach out to the individual regarding her complaint. We tried calling her to explain the situation and her phone was off, and we emailed her on October 7, 2024 the following response to her email. 


    "**** ******* ************************************
    Oct 7, 2024, 11:31?AM (8 days ago)
    ***, 
    I sent you a message from the system. you are welcome to call me at ************ if you want to discuss further. 
    When you moved into the unit on 9/14/24, you moved into the unit under the $1.00 move in promotion for the first month. This $1.00 move in applies to your storage rent only and does not apply to additional fees and insurance. You paid $26.10 at that time to move in. The $26.10 consisted of the one time $20 admin fee that all customers pay on move in, and $5.10 in pro-rated storage insurance, plus the $1.00 first month rent special. 
    On October 1, 2024, your October rent became due, since rent is always due on the first day of the month. Since you only were in the unit for 15 days in September, you received a credit on your bill to reflect the remaining period under the $1.00 move in special. Instead of your regular rent of $53/month, your rent for October was reduced to $30.03 plus the $9.00 insurance charge (which is a 3rd party charge that we cannot waive). Since rent was not paid by the 5th, the system has added a $20 late fee showing that the balance is now $59.03. Therefore, the balance in the system is correct and you were given the move in promo that was promised to you. If you have any questions, please contact me. I am willing to work with you on your late fee this month since there has been confusion over the payment. I went in and waived the $20 late fee, so your balance to pay in October is $39.03. In November the payment will be $62.00"

     In short, she is not due a refund and she is getting full credit on her 30 day move in promotion. She moved in in the middle of the month and took advantage of the $1.00 first month storage rent that we offer. This promotion applies only to storage rent. The customer must pay the $20.00 admin fee on move in and then if she chooses the storage insurance, she must pay the storage insurance premium every month since that cost is a 3rd party add on.  Since the customer moved in during the middle of the month, she was charged the $20.00 move in charge on her move in, the Insurance fee. Since payments are always due on the 1st day of the month, her October payment became due on October 1. Since she had 1/2 month of free rent because her middle of the month move in, the system created a pro-rate to pro-rate 1/2 month rent in order to give her the full 30 day benefit of her move in promotion. She had not paid by October 5, 2024 and a late fee was added to her account. She has paid on her storage as of As you can see from the email above, we explained to her this situation. 

    The charges are correct. I have not heard back from her regarding our response, however, I think she was just confused as to her credit. I have attached her ledger showing the charges. As you can see the October rent charge on the ledger is $30 which represents a pro-rated amount from the standard payment of $53/month.

    Please close out this matter as it appears to be resolved as Ms. ******** paid in full on Oct 8, 2024

     

    If you have any questions, please contact me at ************

    **** *******
    DIY Storage

    Customer Answer

    Date: 10/24/2024


    Please cancel my complaint.  I will read message later my laptop.is down right now please let merchant know I'm closing it out as satisfactory matter solved.                           Thank you ,kindly for your assistance.                 L. ******** 

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