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Business Profile

Storage Units

Rose City Self Storage & Wine Vaults

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/20/2024

    Type:Billing Issues
    Status:
    Answered
    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 had my storage for a year. Monthly charge was ***** with required insurance. In April they took ****** out of my bank account on the 1st instead of the 10th as they had prior month. This is over double what they normally take. When I went into discuss this with them they had blocked me out of my storage unit and refused to let me in even though at this time I was not late I had actually overpaid by double. The lady who helped me said they had contacted me at an email address I've never heard of as well as street address that I don't live at however they managed to get the correct Bank. I asked them to have somebody contact me regarding this because I have a lease that states what my monthly amount is and it is $52 total. They again charged me over double what I normally pay in May and again lock me out of my storage unit unless I pay the entire amount due. I went in to talk to them on the 15th to explain that I have absolutely paid my bill because they were taking out more than they were allowed to out of my bank. They are extremely rude very uncooperative and said I either pay the entire amount due or I would lose all of my stuff in 15 days on June 1st. So I had no choice but to pay for the entire month of May or lose all of my items in my storage unit. When I went online to see what this unit is currently renting for it rents for $38 ************** which is $12. It doesn't even rent for the amount they are charging me. I don't know what has happened or why all of a sudden they've decided to charge me so much for my same unit but I will be removing all of my items and finding a new storage unit and I would like my finances adjusted and my money returned. What they're doing is price gouging and they did not have permission to take this amount out of my bank account as well and they never called me sent me anything or email me anything telling me they were going to over double my monthly rate. They also refuse to print me a copy of my statement.

    Business Response

    Date: 05/24/2024

    Dear BBB,

    It saddens us to hear of the troubles laid out in this complaint,however hopefully everything outlined below shines some light on the situation.
    The account was started March 8th, 2023, with a monthly rent of $49 with the additional $13 insurance plan and *** Fee of $.14,for a total of $62.14/month.
    In April 2024, the total and only charge for the month was $102.25 charged via autopay to the card on file on April 1st as requested per the signed lease agreement. This was a monthly rate of $89 (which increased March 1st,2024, with 30-day notice being sent, per section 2 of our lease agreement, on January 29th, 2024), the $13 insurance plan, as well as the *** Fee of $.25.
    The previous months charge was on March 1st,2024, not March 10th, as supported by the accounts ledger.
    When ********* came into our facility on May 15th,she was denied access per section 41 of our lease agreement, due to non-payment on the account and being more than 10 days past due.
    It also appears that on a previous visit ********* did update her address, which matches the information provided in this complaint,contrary to the claim that this was an address which she has never lived at.
    After reviewing previous payments and the past several months of her ******************************** was never scheduled for or told that she would be scheduled for an auction on June 1st. This is also not a date we would hold an auction nor was a Notice of Default ever created for her account stating thats when an auction would be.
    While we understand the disputed amount is $245, this amount is not reflected accurately and is not able to be refunded. We would also be happy to provide a statement of the account as requested if ********* would like to stop by or reach out to us at her earliest convenience.

    However, considering the frustration ********* has experienced, we have reverted her rental rate back to $49/mo and issued a refund for the three months that was charged at the $89 rate for a total of $120 applied back to the card ending in *2003.

    Thank you and respectfully,
    *********************
    ************************* Manager
    ********** Self-Storage

Rose City Self Storage & Wine Vaults is NOT a BBB Accredited Business.

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