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:03/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 storage unit last year with Jeff's digitex in Fallon. Contract stated payment is $109.50 a month. It never changed. I went to make a payment for Feb. 2023 and was notified by Digitex, shield storage took over and I was given their phone number. I called made my normal payment of $109.50 and that was it. I went to make March payment on (03/02/23) and found my payment went up to $132.50. I waited to make payment to find out why it was raised. I called this morning, their phone number, linked me into another town and he stated he saw my payment was 109.50, my payment raised up and notes as to why or notes of being notified. We hung up, I called again and got ahold of a lady in Fallon office. She stated new charge is for insurance, required and can't take it off. I asked about why I wasn't notified. She stated she sent out welcome packets to everyone, she don't know why a bunch of her customers didn't receive it, but a few did. She sent me one via email while talking with her with today's date (03/03/23). I asked her if she can take that charge off this month because I wasn't notified, I didn't have the option of saying okay I'll take on new charges or option to say no I will no longer rent the unit. She said no she can not. They don't have to make sure we get notified and we don't have to agree to anything. I did make a payment a little after phone call because I have no options except to pay it, I need my items that are in storage unit. What are we all supposed to do? Apparently I was not the only one she did this to.

  Business Response

  Date: 03/09/2023

  Ms. ********* was sent the enclosed welcome packet on 01/26/2023, more than 30 days ahead of the scheduled changes to her then current lease for unit ****. The welcome packet (enclosed) was sent to the address we have on file for her: ** *** ***, Fallon, NV 89407. In the welcome packet it outlines the change of ownership and rebranding, includes a copy of the new lease that went into effect on 03/01/2023, and explains the requirement for tenants to have their stored property covered under either their Homeowner's or Renter's insurance plan or opt for our Protection Plan. I have highlighted the portions of the documents that explain the extra Protection Plan charge in detail, as well as highlighted the portion that says if there is no response Ms. ********* would be enrolled in the Protection Plan. 

  If Ms. ********* would like to submit a copy of her Homeowner's or Renter's insurance policy showing the address (**** **** **** Fallon NV 89406 Unit ****) as additional interest, we would be happy to remove the Protection Plan charge for the next billing cycle. We understand that change is difficult and would like to make her storage experience as pleasant as possible while ensuring her stored items are protected under a coverage of some type. Keeping our customer's belongings safe and secure is our number one priority. I am available by phone or email to discuss further if Ms. ********* should want to speak with me. 

   

  Diana G*******

  District Manager

  ###-###-####

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

  Customer Answer

  Date: 03/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: She is still not accepting the fact I never got notified of this extra charge prior to 03-02-2023. I tried speaking with her over the phone on 03-03-23, which is the date I received the packet from her via email during our phone conversation. That doesn't count as a 30 day notice. She even clearly stated to me that I was not the only one to not receive it, during our phone conversation. I asked her if she could remove the extra charge for the billing cycle I paid for March. I understand it will and has to be added to future billing cycles. I never received the welcome packet in my mail box, email, nor phone call before 03-03-23. Please provide proof I received a welcome packet in my p.o. box on 01-26-23 as I have provided proof of when I received it.
  
  Sincerely,
  
  **** *********