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:06/26/2024

  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.

  June 6,2024 I rented a storage unit at 11;30 pm.the sign reads 24 hour storage and online payment.after I received comfermation,I proceeded to the unit no.c,something and the container had a lock on it,so then I called the no.on the sign and the female who answered was rude and I told her I already paid and I need to unload my stuff off my uncles trailer,if she could come take the lock off?she started asking questions that were none of her business,like why did I need a storage unit this late.i repeated I already paid for the unit and I need access to the unit ASAP,she said she wasn't coming down to open the unit till morning when she was able to get her toddler around,the next morning I was waiting for her and I never got a call,just a email informing me they were not going to rent to me,and my payment would be returned.as of today I've received no payment back,and she never would answer my call or respond to as why they wouldn't rent to me.the unit was $100.00 plus tax.i don't think I have ever been treated so rudely in my life.

  Business Response

  Date: 07/19/2024

  **************** contacted me on June 6, 2024, at approximately 9:30 p.m., urgently requesting access to a storage unit that required immediate unlocking. Despite my explanation that I could not leave home as I was the sole caregiver for a sleeping toddler, she persisted, citing reasons such as her recent relocation, her uncle's forthcoming work obligations, the threat of inclement weather, and the website's indication of 24-hour availability. I clarified to **************** that the website advertises 24-hour access to storage units, while the office operates from 9 a.m. to 5 p.m., as clearly outlined on the website (refer to the attached document). I reiterated my unavailability until the next morning, and the call concluded.
  Later that evening, around 10:30 p.m., after **************** rented a unit online, she persistently attempted to reach me through various phone numbers. Upon restating my circumstances, she reacted assertively. I assured her that, if approved, the unit would be unlocked the following morning. However, due to her confrontational demeanor and disregard for the established policy, her request was declined.
  **************** paid $83.33, as evidenced in the attached billing history, and the amount was refunded the subsequent day.
  On June 26, 2024, she asserted that she had not received the refund. Upon contacting the credit company, it was verified that the transaction had been voided within 24 hours, with no deduction made from ******************** account. Despite her claim of a $100 payment,, she could not provide confirmation over the phone regarding the transaction of $83.33 on June 6, 2024. I advised her to speak with her bank to ascertain the accurate payment details and date, encouraging her to reconnect if the transaction did go through, ensuring a refund would be issued if it did.In the absence of any further communication, it was presumed that she had verified with her bank that the transaction did not transpire.