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:07/29/2024

  Type:Customer Service 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 have on numerous occasions scheduled move out,as we have not been in the facility for 6 months, every month I get another email/invoice. You can not contact someone directly so I go and schedule another move out and notice once again I am paying another month. They now have sent another invoice and supposedly my terms end on July 31st, 2024. The amount of compensation I want back to my card is not unreasonable request. This has been going on for 7 months. At his point I request that I receive only three months of policy back.

  Business Response

  Date: 07/29/2024

  Hello,
  
  The tenant of unit 0751 is not eligible for a refund, as they have not completed the move-out process. The unit remains locked, preventing U-Lock Storage from inspecting it and finalizing the move-out.
  
  Timeline of Events:
  05/31/24 2:05 PM: We received a cancellation request via our Contact page from the tenant.
  05/31/24 2:06 PM: We emailed the tenant and provided them with instructions to schedule their move out through our website, as outlined in their lease agreement (see attached Lease Agreement: Page 1 and page 2, Section 4).
  06/27/24 4:53 PM: The tenant scheduled their move-out for 07/31/24 and signed the Intent to Vacate agreement through our website. This agreement specifies that tenants must sweep the unit, remove their locks from the doors, and email us a photo of the vacant unit (see attached Intent to Vacate agreement).
  
  As of 07/29/24, the tenant's locks are still on the unit door, denying access. To complete the move-out, the tenant must fulfill the requirements of the Intent to Vacate Agreement by 07/31/24.

  Thank you for your consideration.
  
  

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22058148
  
  I am rejecting this response because:

  1.) documentation provided up above, Ulocks response even indicates that they have had knowledge of us trying to move out

      a.)Phone: ************ ulockstorage.com ( This Phone number allows you to get as far as if you are a new customer, You have no way of 

             leaving a message. Which we have tried on several occasions. 

      B.) The expired link is what we have gotten on several different attempts and can send every cancellation try.

      C.) The only contact we received was finally yesterday when I had to follow online new customer reach out email and stated at this point I was getting the better business bureau involved. 

     D.) As a business I paid for numerous months of unused unoccupied storage unit and I cant even contact the company I am trying to cancel through

     E.) I dont think it is unfair of me to split the cost of a mistake on there end. 
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/31/2024

  Dear Better Business Bureau,
  
  U-Lock Storage LLC stands by our position, as outlined in the attached Lease Agreement and Intent to Vacate agreement.
  
  We have responded to every contact made by the tenant, **************, and his team. We have repeatedly communicated the necessary steps to terminate his lease agreement through multiple emails (see attached for the Gmail response to the inquiry on 5/31 by ***************************** When we contacted ************** by phone on 7/29 to verbally explain these steps, our staff was met with coarse language and threats.
  
  We are currently denied access and unable to re-rent the unit as it remains locked by the tenant. During our conversation with ************** on 7/29, he admitted that he still has the keys in his office but refused to travel to the location to remove his locks. The tenant must remove their locks by the scheduled move-out date of 7/31/24 and complete the steps detailed in their Intent to Vacate agreement. Attached are pictures of the tenant's cylinder locks in the East and West doors.
  
  We would be glad to provide any further clarification.
  
  Thank you for your understanding.
  
  Sincerely,
  *****************************, GM U-Lock Storage LLC

• Initial Complaint

  Date:09/25/2023

  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.

  My uploaded document is when I am suppose to vacate the storage unit which I have paid for the full month of September 2023 and will be charged for October of 2023. They company took it upon them selves to lock my unit up when I am still paid through this month and have now charged me another $45 for a clean up fee which should have not happened until my contract is up at the end of October 2023. Ulock storage has breached the contract and prematurely charging me for not completing the tasks in the uploaded document. I should be refunded the cost of clean up and no charges should be beyond the month of September since I no longer have access to my storage unit and a partial reimbursement for the month of September as well.

  Business Response

  Date: 09/25/2023

  The tenant had clearly left the unit unlocked and vacant. Upon inspection the unit floor was dirty and damaged. The tenant had not communicated with U-Lock Storage stating that they had planned to remedy the damage.  Our building manager mitigated the permanent damage and a $45 fee was assessed. U-Lock Storage contacted the tenant and refunded the $45 cleaning/damages fee to give the tenant an opportunity to clean the unit.  The tenant is still responsible for October rent as agreed to in the Intent to Vacate (attached).  The tenant agreed that this was fair.

  Customer Answer

  Date: 09/25/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:05/25/2023

  Type:Billing 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.

  We were told in April to vacate our units by the property owner over a dispute resolving from questions regarding our units. We cleaned out our units and informed the property own that we vacated as requested at the end of March and informed him via phone that we left the locks inside the unit as asked. We further informed the property owner that we could not complete the online exit form as it wasn't allowing us to select the correct 30 day date, we then paid an additional month for both the units despite not using them and not having the locks to them. The property manager rejected our unit, replaced the locks onto the unit and then began billing us and harassing us multiple times a day with threats to take us to court if we didn't pay him additional money. he was informed in at the end of march twice , one by phone and once by email that we vacated the units as requested by them. the units were never inspected after we informed them we left for almost two moths, and they are now claiming we damaged the unit two month as later after we vacated the units as they requested. we have received multiple threats against us and can furnish texts, call logs and emails to this claim.

  Business Response

  Date: 05/25/2023

  On 3/26, U-Lock Storage received a call from Tenant's business partner and/or employee, claiming the contents of their unit were stolen but the Tenant had opened the wrong unit. Due to the vulgarity and disrespectful nature of the Tenant’s business partner during this conversation, U-Lock asked the Tenant to schedule their move out and vacate both units.  Per our lease agreement, the Tenant must schedule their move-out at least 30 days prior to the subsequent rent due date. The Tenant is expressly instructed to complete an ‘Intent to Vacate’ eSign document via our website.  On 4/11, the Tenant completed the ‘Intent to Vacate’ eSign document and set 5/31 as their move-out date. From 4/12 forward, our building manager conducted drive-throughs twice a week and observed that the Tenant's units remained locked–documented by work orders and/or photos of the locked units.  

  
  On 5/1, the Tenant refused to pay the May rent and refused to remove their locks from the units, preventing us from renting to another tenant. During a phone conversation on 5/12, the Tenant alleged that “[U-Lock’s] disgruntled building manager” had taken the Tenant’s locks and relocked the units– it was evident Tenant had lost the key. In order to regain access to re-rent our units, U-Lock proposed waiving the outstanding debt if the Tenant agreed to sign a lock cut authorization form, free of charge, under the condition that the units remained undamaged. On 5/12, the Tenant verbally agreed to eSign the ‘Lock Cut Authorization No Charge’ form but later refused to complete the document on 5/15. 

  
  On 5/23, following our standard process for accounts in default, we legally cut the Tenant's locks from the unit and discovered permanent oil damage to the concrete floors (approx 4’ x 8’) of one of their units. We sent the Tenant the outstanding statement balance for rent and damages and stated that we would pursue legal collections if the balance was not paid via money order by 6/2.  The Tenant has stated that they will not pay all or any of the outstanding debt. 

  
  The aforementioned timeline is documented in detail through our storage rental system.