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:12/11/2023

  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.

  On August 14 2023 I contacted University Self Storage about renting a unit for a few months .I paid $116.35 which included a deposit of $65.00 and prorated amount of $51.35 for the rest of August. I was informed that I would receive my deposit if I gave them 10 days notice prior to moving.In the middle of October I gave them notice that I would be moving out of the unit by the end of October.Around the first week of November I contacted the company asking when I would receive my deposit and was informed by the company that a check would be mailed out to me. To this date I have not received my deposit. I have made numerous calls and texts stating I haven't received the check. today I messaged the company stating I still had not received my check and asked if they could send another one to which they replied that they would not send out another check until the first one was returned from post office. I then asked why couldn't they stop payment on the first check and was told that they could do it but would deduct $25.00 fee from my deposit.

  Business Response

  Date: 12/14/2023

  Good morning,
  We have been in touch with ***** *********** on a regular basis. Per **** law, we have thirty days to return a deposit. ******* deposit check was mailed on November 12, 2023 to the address we have on file. After we mailed the deposit check, ***** contacted us with a new address, but confirmed forwarding service was in place with the post office. As of December 11, ***** had not received her check, however, it has not been returned to our facility either. 
  
  We have two options for *****:
  We can cancel the check and deduct the cancellation fee from her deposit and mail a new check to her new address
  We can wait for the forwarding service to catch to her new address, or be returned to our facility, via mail 
  
  Unfortunately, ***** is at the mercy of the USPS, as we have fulfilled our obligation as a storage provider in the State of ****. Once we hear from ***** on which option she would like to proceed with, we will be happy to move forward. 
  
  Warm Regards,
  University Self Storage

  Customer Answer

  Date: 12/14/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ******** ***********
  

  Customer Answer

  Date: 12/18/2023

   My concern is if the check is lost it’s anyone’s guess as to when it will get to its destination. That check could be anywhere… thrown away by accident because it was sent to wrong address, it could be stuck in equipment or a mailbag. What is the timeframe for a check that has not been cashed.? If I had mailed a payment to a creditor and they didn’t receive it I still am responsible for making sure they receive that payment even if the payment was lost by USPS. I don’t understand why I should have to pay $25.00 to cancel a check that I did not issue nor did I receive or cash a check from University Store and Lock. 

  Business Response

  Date: 01/22/2024

  My concern is that we have handled this situation accurately, based on our processes and industry best practices. Patti did not disclose her new address to us therefore the check was sent to the address we have on file, which is a standard business practice. Patti’s action to not change her address is completely out of our hands and irrelevant for a BBB complaint against our business. We are waiting for her check to work its way through the USPS system since she does not want us to deduct the fee to cancel the check and re-issue a new one.  
  
   
  
  As a business, we cannot pay $25 to cancel a check for every customer that fails to disclose a new address upon moving out. I believe this was unjustly filed and Patti is looking to pass the blame and to expedite the waiting game of when she receives the check or when it is returned to us. This issue is with the post office, not with our business, as we have done nothing that is negligent in this situation and have provided her with options of how she would like to move forward. Therefore, I am requesting that the complaint be removed.
  
   
  
  Complaint ID: ********
  
  Business: University Self Storage of Middletown, ###-###-####
  
   
  
  Thank you,
  
  Maya R********, Owner

  Customer Answer

  Date: 01/25/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ******** ***********
  

  Customer Answer

  Date: 01/25/2024

  Is there a time frame when  they will deem the check voided  since it hasn’t been cashed or returned to sender. I just don’t feel I should have to pay the $25.00 fee to cancel a check that I haven’t received. I have had a mail forwarding in place and haven’t had any issues receiving any other mail. If I mailed a check to a creditor and they never received it ,it’s still my responsibility to pay it and I also can be charged a late fee . I realize the company cannot give me a time frame for when this piece of mail will materialize but the check hasn’t been cashed . 

  Business Response

  Date: 01/29/2024

  There is no rule book on how long to wait in this instance. The situation is different as typically customers communicate an address change to us. We have only received threats and complaints from this customer regarding a situation completely out of our control. 
  
  We follow the laws of **** Revised Code and conduct our business to reflect this. Bottom line, we mailed to the address on file in a timely manner. To recap:
  1. The State of **** requires that a deposit or explanation be post-marked no later than 30-days after the move out. 
  2. October 23, 2023: customer called and confirmed her move-out.
  3. November 2, 2023: customer contacted again regarding her refund payment. The manager told her we will get her deposit out as soon as possible. She was asking for a “refund” directly to her card/account, which we do not not have the capability of doing.
  4. November 10, 2023: customer started harassing our manager about not receiving it yet. Left VM and text messages.
  5. November 12, 2023: Deposit check was mailed, which is well within the 30-days of move-out required by the **** Revised Code.
  6. November 20, 2023: customer called and we let her know we had it mailed it.
  7. December 7, 2023: customer texted office manager about the check again
  8. December 8, 2023: customer called and left a voicemail about the check again
  9. December 11, 2023:  We let customer know it was mailed and has not been returned. We gave her options to cancel the check and deduct the fee from her deposit if needed and we could mail a new one. She sis not like that we were passing the fee along to her since she did not update her address with the office. 
  10. December 12, 2023: is when customer filed with BBB.
  11. Customer continues to harass us. 
  
  We will be mailing a new check to her new address since it has been over 60 days. 
  
  This complaint in considered resolved. 

  Customer Answer

  Date: 01/31/2024

  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. 
  
  Regards,
  
  ******** ***********