Complaints

This profile includes complaints for McMinnville RV & Self Storage LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  McMinnville RV & Self Storage LLC

  13999 OR-99W McMinnville, OR 97128

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  McMinnville RV & Self Storage LLC

  13999 SW Highway 99W McMinnville, OR 97128-8616

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:10/02/2023

  Type:Sales and Advertising 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.

  Had a storage unit set up with the facility. Paid a prorate for the last two weeks of September in order to hold the unit for my move-in date of September 30th. Arrived with my movers on the afternoon of September 30th and checked in with the front office (Employee ********* ******* provided me with my personal gate code for access to the unit. When we went to open the gate, the code did not work. Tried multiple times. Finally had to call their after hours emergency line as the office had closed. Spoke with someone who said they would send the issue to dispatch. Half hour later the access code had been activated as this small detail had been neglected. Gate code should have been activated the day I first started paying for the unit. My movers were waiting around for about 45 mins at $265/per hour. Today I contacted the office at the facility to communicate the issue and to request compensation for the time my movers were unable to work. Spoke with ******** who stated that all she could offer was 20% off of of my next months rent. I said that this was unacceptable and asked to speak to a manager or owner. She then stated that she was part owner. After going around and around with her, she then offered to credit me the small prorate that I had paid last month ($54) and said that was all she would offer and that she normally wouldnt even compensate that much. She stated that they are running a business and cant be just giving money away. I called her out for having poor customer service. She then stated that I need to realize that the world doesnt revolve around me and to get over it. I said that was a very unprofessional thing to say to a customer since without customers, you arent receiving a paycheck. She did not care. I said that I would like to resolve this issue amiably and that if she was not willing to do this (I told her that the right thing to do would be to compensate me for the 45 minutes that my movers were on the clock unable to work).

  Business Response

  Date: 10/23/2023

  Attention Better Business Bureau and Deciding Parties:

  
  The events, actions and times are as follows, in response to complaint ID ********.

  
  On 9/30/2023, **** ********* code was input into the gate keypad labeled South Gate, at 5:08PM and was denied, this was her first attempt (see attached gate log entry). She then proceeds to call our emergency after hours number, posted on the gate. We use a 3rd party answering service that takes the call, gathers the information, and then reaches out to staff. We received a text message at 5:17PM (a screenshot has been provided), and it states the issue and that they have relayed to the customer it may not be addressed until business hours. My staff and I acted swiftly and identified the issue was due to our software defaulting to the East Gate. Ms. ********* code was active on 09/21/2023, and access was set to the South Gate, however our gate system (StorGaurd) and our customer account software (StorEDGE),sometimes have errors syncing, resulting in the system reverting to the default East Gate. Please note, ******************** took the correct action by calling our after-hours number and myself and my staff handled the call in a very timely manner, 19 minutes to be exact. From her first attempt at 5:08PM being denied and her last attempt at 5:27PM being granted, it was 19 minutes she was unable to access the gate, due to a system error that was remedied quite quickly.

  
  Staff then logged into our StorEDGE software, after ******************* had already gained access, to send an email at 5:28PM and a text message at 5:30PM, to alert the tenant of the resolution and for documentation. See attached account history.

  
  On the morning of 10/02/2023, ******************** called the office,demanding compensation for her time and reimbursement of her movers time. Because we had followed proper procedure in handling and resolving this issue on 9/30/2023, in the span of 19 minutes, we denied Ms. ********* request of reimbursement of her movers, however in an attempt to come to a resolution, we offered to refund Ms. ********* prorated payment for September in the amount of $54.67, which she agreed to and that was completed directly after the phone call by 11:27AM on 10/02/2023. Please see the attached account history.

  
  It was my understanding that after we came to an agreement of refunding the $54.67, Ms. ********* complaint was heard and resolved, as she agreed to this resolution in our phone call.

  
  Thank you,
  *****************************