Complaints

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• Initial Complaint

  Date:03/23/2023

  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.

  The problem started in 7/22, when they changed ownership and raised the rates. In 1/23 I requested a print out of the account receivables. I got a 2nd storage in 3/22. I have been with them since 1/20. When I added the 2nd storage, I signed a contract for $50(rent), $6(late fee), $5(bill fee) and $5(re-lock fee). In July they changed the rates to $65(rent), $20(late fee), and the bill & re-lock fees stayed the same. Thats a total of $30 rent increase and $28 fee increase for both storages. When I added the 2nd storage they prorated the first month which left me a credit of $23.83. This credit never rolled over, they zeroed it out and I never received it. They have been charging me $5 bill fee on each storage but only send me 1 bill that is handwritten just total rent and total fees. Their accounting is not accurate.they charge me the fees on all different dates from month to month. They apply my payments differently between the 2 storages from month to month. They bill me on the 1st each month and according to my contract its not late until after the 10th and then it gets locked after the 15th. This has caused me to be in a constant state of delinquency. According to their records Total Rent owed since 4/22-12/22 is $1,080, Total Fees owed is $364. I have paid a Total of $1,089. This is not including the credit of$23.83 that I never received, but it is including the extra bill fee theyve been charging me. These fees are excessive. I cant seem to get caught up enough to get my stuff out. January and February 2023, I didnt pay because I was waiting to talk to an attorney. He said I could take them to small claims court. I just want to get my stuff out. 2/14/23, they issued an Abandonment Letter. So now with 1/23&2/23 I owe $380 Rent and $364 in previos fees. Their saying I owe $880. I wrote them a letter last week and they called me and told me I could pay $440 half on Monday 3/19/23 in order to stop the selling of my property. But their calculations are incorrect. I admitted I should have checked their accounting sooner but I trusted them and never had problems until now. I need help. I never signed a new contract with the increased rates but they did notify me of the increase 2 months prior.

  Business Response

  Date: 04/10/2023

  Let me begin by saying her letter of complaint is from someone who is upset about possibly
  losing her things due to the fact that she is extremely behind in her payments and wants to
  blame someone else for her arrears.

  
  The few times when she was caught up on the rent, she could have moved her things out if
  she thought we were overcharging. Or not being honest. Or ask us about it then.
  One unit has been charged late fees 10 months out of 14. The other one has been charged
  late fees 17 times in 23 months. Along with the billing charges and overlocks fees, you can
  see where it all adds up.

  
  We do not require new rental agreements when a new owner takes over. Or fees change. As
  long as we inform the tenant via letter, we have done our job. Then they have the option to
  move if they do not like the change. As long as you're current with your rent you can move
  out anytime.

  
  We have even tried to cut down on some charges to her by billing her ONE charge for both
  her units. We were trying to save her $5 here or there to HELP her.

  
  The $23.38 she claims we owe her was actually half of the $46.76 pro rated rent she paid
  when she moved in to the new unit. The payment was split in half between the old owner
  and new owner. Her account was credited correctly.

  
  Not making payments because you wanted to talk to an attorney was a choice that was made
  by the tenant.

  
  Point to make:
  A-1 Property Management could not stay in business for over 30 years if we cheated people.
  

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  A-1 Property Management
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  *********, ** 97838
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