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:11/04/2022

  Type:Product 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 recently ended my rental of two storage units at this facility, and as per their policy and our contract, I provided the 30 days notice and cleaned out my two storage units back in September of this year. However, even though we completely cleaned out our units (we have photos to prove) I was told by the owner, Wendy, that she would not be sending me back my deposit because she was unhappy with a review I posted regarding some very poor customer service we had received. During the day when we emptied out our units she actually verbally attacked me with vile language (in front of my children) and harassed me pretty significantly....yelling at me that I would not receive my deposit back unless I removed my online review. The harassment this day was so incredibly abusive and offensive that I had to remove my children and leave the facility mid-way through cleaning out our units - my husband had to finish cleaning out our units without my help. I waited to submit this complaint, hoping she would decide to do the right thing, but as she is refusing to refund our deposit, I am reaching out to this team for assistance - and perhaps more importantly, while yes, we'd like our deposit back, I'm most concerned about the treatment we continue to receive from this business owner, and would very much like to help other families avoid a similar situation. Thank you.

  Business Response

  Date: 11/23/2022

  Manipulation is when someone blames you for your reaction to their bad behavior:

  Sadly, ******** lost not just one, but BOTH keys to each of her two storage units when she and her husband **** came in to rent the truck to move their things out. (Storage owners do not have access to a tenants locks/contents until they default.) When she was informed that there is a lock cutting fee charged for each unit, as it takes time and sometimes we have to ruin our hasp to get tenants access, she became disrespectful and nasty with our employee. In true "Karen" fashion, ******** said she would then simply bring her own bolt cutters into our facility and cut her own locks off. It is our job to keep our tenants belongings safe and for obvious reasons, anyone besides management with bolt cutters are not allowed willy-nilly in the facility. We also pointed out that the lock cutting fee was detailed in her contract and posted at the front desk and by no means hidden, she insisted that we make an exception to the rule for her and waive the fee.
  
  The reasoning she gave for expecting special treatment was because she paid her rent on-time each month. (Umm that is every tenants obligation and is not optional.) When she continued to argue with our staff, our employee pointed out that we did not lose the key.
  
  So ******** ***** left with her family to look for the key, but instead of pouring her constructive energy into that, she went home and wrote the above review. <insert eye roll> By the way the eye roll is exactly what her husband did when he came back to tell us they could not find the keys and were ready to pay the fee that is detailed in her contract and not hidden in any way, and we read him the review. He was embarrassed and apologized profusely.
  
  But the worst part of it all was the fact that she taught the two adolescent boys with her that it is okay to be disrespectful to employees when you can’t take accountability for your own mistakes…let’s hope they don’t grow up as bad-mannered and entitled as their mother.   
  
  
  UPDATE: We haven't heard from ******** ***** except for her bad reviews on various sites.  She seems to think this will get her deposit back, but it will not.  In fact I  have encouraged her to file a legal action in small claims court because my staff and I would make a party of it.  ******** is clearly ALL Talk and no action, but I would look forward to meeting her in court, where I could detail her poor husbands repeated apologies ... and have a Judge tell her that her behavior is beyond despicable. Jenn, if you are having trouble filing an action, call me.

  THE LAST WORD:  ******** lost her deposit for multiple reasons.  There were spills of various liquids on the floor we have to clean up. I told ******** on her move out that her attitude towards myself and my staff and the lack of an apology meant that I was going by the letter of our contract.  Her deposit will NOT be forthcoming because she  never provided notice in the manner that the contract called for.  "Occupant shall mail any intention to move via certified mail and must be acknowledged in writing by the Owner."  So the answer is NO!

  Business Response

  Date: 01/03/2023

  Sadly, it looks as though months later, ******** ***** is still
  unable to take personal responsibility for her own arrogant and unacceptable
  behavior at our East Amherst facility.  Everyone
  knows the type: an entitled, middle-aged Karen who thinks the rules don’t apply
  to her, is insulted when informed that she isn’t allowed to break them and then
  proceeds to claim she is the victim to anyone who is unfortunate enough to
  listen.  ******** lost BOTH keys to each
  of her two storage units and decided to wait to inform us of this until the
  very morning she planned to move out.  When she was informed that, per the contract she signed, there is a $25
  lock-cutting fee per unit, she was absolutely incredulous.  She simply could not fathom that there would
  be a consequence for her own irresponsible behavior and, instead, chose to
  berate and bully our staff when they informed her of our policy.  Not only that, she was then pompous enough to
  state that she would then simply bring her own pair of bolt cutters to cut the
  locks herself.  When it was explained
  that no one is allowed to bring bolt cutters into a secure storage facility (because…duh)
  she continued to be rude and disrespectful to our staff.  It’s laughable that she claims they were
  unprofessional, particularly when that very same staff member chose to allow
  her to proceed with renting our moving truck that day, when they had the power
  to cancel the transaction in that moment because of her behavior.  ******** then went home and, instead of
  looking for the keys, chose to go online and post a nasty review about our
  employee.  When the owner reviewed the
  video footage of the interaction and the online post, she demanded ********
  apologize to the employee for her disgusting behavior.  As one would expect from a Karen, she rudely
  refused and buckled down, acting as if she did nothing wrong.  And the worst part?  Her two young sons were with her during the
  whole tirade and she taught them exactly how to grow up to become unapologetic,
  disrespectful members of society.  Once
  she was finally able to clear out the units, ******** left residue on the
  floors of both units (we have photos) that then needed to be cleaned.  As a result, per her contract, we retained her
  deposit to cover the damages.  Our lease
  is iron-clad and has held up in court multiple times; so, if she’d like to
  waste her time with litigation, the owner welcomes the opportunity for a judge
  to also tell her how deplorable her behavior was.  To anyone who has ever been unfortunate
  enough to do business with this woman, you have our most sincere sympathies.
  
  Sadly while this place is conveniently
  located it is run completely unprofessionally, very rude staff and “hidden”
  costs!
  Update: Since posting this review of our
  unfortunate encounter with Wendy, she has continued to harass our family…..and
  looking at other reviewers’ posts, we’re not her only victims. Formal complaint
  (and possible / probable pending legal action) has been filed, hoping to spare
  others from experiencing this kind of treatment.
  
  

  As to her Deposit we did not get notice as per outlined in the contract.  No deposit will be forthccoming.

   

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below:

  It is apparent that this business owner has no interest in addressing this issue and this complaint. She continues to change her story, as is evident by her latest response, now with a completely new excuse for why she does not want to return our deposit; First she threatened us that we would not return our deposit unless we removed our online review. Then, months later she decided to accuse us of not adequately cleaning out our storage lockers, which we easily proved was not correct based on both our photos from that day, showing the units completely cleared,  and which notably she inspected before our departure on the day of our clean out. Now this third new "reason" which was never mentioned in any of her responses before, and which is also completely untrue - We absolutely did provide the required 30 day notice, in August. In summary, this business owner has shown their unwillingness to play fair, as is evident by this latest ridiculous response. In order to help protect other families from suffering this same type of harassment and overall poor treatment, we would like to proceed with the publishing of our complaint on the BBB site. Again, we thank your team for all your continued support.

  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/09/2023

  ******** ***** is right about one thing.  I have no interest in dealing with her unless she files and action in small claims.  She won't do it because she knows she will loose.  Go ahead, publish away... with my responses.  This is a woman who just can NOT take responsibility for her own actions.  We at Room to Spare continue to feel badly for her husband who apologized for her over and over and her kids who will learn these bad lessons.