Complaints

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• Initial Complaint

  Date:08/14/2023

  Type:Order 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 rented a unit from them to store a vehicle. I became late then received two different emails with contradicting and confusing statements about my contract. I paid off my unit then was told the next day had to be out. I ended up getting my car out but not after paying for a 75$ auction fee for an auction that never happened. I was refused on multiple occasions a copy of my contract. I want my 75$ back and a copy of the contract I signed.

  Business Response

  Date: 08/24/2023

  Thank you for contacting us. This customer fell months behind in their payments and we reached out repeatedly through phone call, text and email. We never received a response.

  
  

  Having no other option, we sent the auction process notice to the customer. The customer did respond by phone, but would not let us explain, or direct them to their signed contract at all. Her only words were swears, rude comments, and very threatening.

  
  

  To answer the complaint specifically The customer always had access to their contract immediately following signing it. We attempted to explain how to find it, but we were not allowed to speak.  
  As of August 24, 2023, I have mailed a copy to the customer the contract she signed. Additionally, I have mailed a screenshot from our computer system showing a $75 refund to the credit card she used to pay for the auction fee. Additionally the $75 charge that was approved now shows that it has been declined. So certainly the customer has been credited for the Action Process charge. 
  We trust this will satisfy this issue. 
  
  

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20463266
  
  I am rejecting this response because:

  The 75$ auction fee WAS NOT DECLINED. I have provided my bank statement as evidence of the transaction. I have not received a 75$ refund for the auction that never happened. I also assume you admit you were wrong in charging me the 75$ since you refused me a copy of my contract. Your exact words were "NO, you should have it." My email only dates back so far, I rented for about 2 years from you so guess what? It was automatically deleted and furthermore how DARE you deny a customer a copy of their contract, have you lost your mind? I'll be waiting patiently for my 75$ refund via my debit card and my contract to arrive in the mail.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/26/2023

  Once again I have credited $75 to the credit card used for the charge. I have mailed (US Postal) a hard copy  the screen shot showing the credit to the credit card and a printed copy of the contract as requested. 
  

  I mailed to the address provided. 

  Business Response

  Date: 08/26/2023

  This customer unfortunately did not pay the bill for several months. We work with people that are having trouble i.e. in the hospital or have a hardship. We reached out to her by phone text an email and heard nothing until her vulgar response to her auction notice.

  
  

  Every customer has access to their contract in the computer system. We were trying to direct her to that and sent an email and she wasnt able to Us. 
  I have absolutely sent a credit to the credit card she used for the $75 charge. I have sent her a hard copy of that. In addition I have sent a hard copy of her contract that she signed. I truly do not know what else I can do in the spirit of cooperation.

  Business Response

  Date: 08/27/2023

  I hope attached is a picture of the account in question. She rented z9. 
  As displayed in the picture The $75 fee was declined by the credit card company. In addition I sent a $75 credit to the credit card that was used by the customer. 
  This past customer has been very threatening and we are trying everything to respond properly and end communication. 
  She could not find her digital contract so I mailed a hard copy. Hopefully she will receive it by Tuesday. 
  Summary: The fee in question was never paid and Ive done everything to ensure she was never charged by issuing the credit.