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:08/16/2022

  Type:Product 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 rented a storage unit (10x20 unit E-21 from 08/072022 to 08/31/2022) online and paid with credit card. I received an email confirmation, but no rental agreement nor contract. Payment included a prorated amount of $123.10 and an unspecified $50.00 "deposit". Manager's verbal promise included the return of the deposit and "some more" if I vacate early.I occupied the unit on 08/11/2022 then emptied and cleaned it on 08/22/2022. Following the manager's request I reported my final exit by phone, so the unit could be rented as early as the next day.The next communication was an email about an additional $350.00 charge for damage of the property. His email included a short security video footage about the incident.After a few days of technical problems and several email exchanges, I was able to watch the video and respond. The summary of my respond was:"I found out clearly from the security video a few facts:"1;...8;"Therefore I reject the assumption that the above described incident caused the bollard's breakage."That was our last communication. My attempts to resolve the issue were unsuccessful.I attached the full copy of this last email. All other emails are available too.

  Business Response

  Date: 08/17/2022

  *****, 

  Thank you for your inquiry. I've attached a copy of your rental agreement which was signed during your rental process on 7/8/2022 @ 06:13PM. Our rental agreement stipulates a 30 day minimum rental term which was not completed. Further, we have an open vehicle accident involving your uHaul rental truck and our exit gate area. Footage shows your vehicle making impact with our bollard and causing damage to our property. You have previously confirmed that you were driving and knew that the truck struck the poll near the exit gate. Our request for $350 to replace the poll was in direct response to accident recorded on the security footage. We are now going through insurance remedy this issue.

  Of the $173.10 paid when the storage unit was rented - $159 was allocated to one month's rent which is our minimum rental term and $14.10 from your deposit was allocated towards property damage caused by the vehicle accident. Per item 10 of the rental agreement, you are responsible for damages. "Customer shall be liable for any damage they cause to the leased unit, Owners premises or the property of other customers."

  I trust this will answer your question about the total amount paid for using our storage facility. 

  Thank you,

  ************************* @ Storage R Us

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17694114
  
  I am rejecting this response because:

  
  My main complaint got simply overlooked. I attached this time the full assessment of the incident.
  The accepted solution for me would be that the Owner in writing(!) drop the $350.00 charge and drop the assumption that my slight touch caused the breakage. YOUR security footage clearly shows:  I barely skimmed, never struck the bollard. See the attachment.
  For me it would be acceptable (in writing!) that the owner "allocates" my $50.00 "deposit" for damage, due the fact that the truck did touch the bollard.
  I had screenshots of the rental agreement, but I didn't receive a copy of it before and couldn't find it on the website.  There is no word about "minimum rental term" in the document and even more, I notified the manager (******) about my intention to rent short term, then vacated nine (9) days before the charged lease expired.(see attached copy of the Payment Receipt item # ******** : "Unit E21 prorated rent for 7/8/2022 to 7/31/2022 -- $123.10)  The charge (Item # ******** Unit E21 Deposit -- $50.00) was never explained in the Rental Agreement, ****** nor in the owners response.
  No part of the charge got "allocated" to the alleged property damage.  The charge (of $350.00) was simply added to my bill on the website BEFORE I was notified. The owner's assumption was not and is still not proven. Since that, the Owner (Storage R Us) blocked my access to the site. Sincerely,
  
  ***********************

  Business Response

  Date: 08/25/2022

  Hello *****,

  Item 1 of the rental agreement states that the original term of the rental agreement is 30 days. Cancellation is allowed at any time after 30 days by giving 7 days notice. Please see below excerpt from the agreement.

  1. TERM OF LEASE: The term of this rental lease agreement shall start on 7/8/2022. Upon expiration of the original term (30 days), unless prior notice by either party is given, the term shall be continued from month to month and may be terminated by either party at will by giving the other party not less than seven (7) days written notice.

  At this time you have not been charged for the damage for the bollard. The security footage shows the Uhaul making contact with the pole causing damage. Since you disagree with our assessment of the security footage,  let's let the insurance company do their job and settle this claim.

  Best Regards,

  Storage R Us