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:08/19/2024

  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.

  I have been calling in since February, and since then my payments have not worked. You can see I used the same checking account previously with no issues. Now every month they dont take the funds, and will be processing for about a week. Then the funds arent there apparently when they try to take them. I am left with late fees and lock fees. I am unable to reach the manager ***** because she is working a very limited schedule. She also will not let me speak to anyone above her

  Business Response

  Date: 08/20/2024

  Hello,
  Rent is invoiced 2 days before its due. The rent is due on the 1st of each month.
  On the 4th day if rent is not paid you will be charged a $20 late fee on the 5th of the month. If rent and fees are not paid on the 10th you will be locked out of your unit and charged $100 lien fee per unit.
  
  
   BROADWAY STORAGE PDX may, at its option, impose a late fee to the User of Twenty and 00/100 Dollars ($20.00) for any Rent that is not received by the 5th of the month. In the event that rent, and fees are not received by the 10th of the month, the User shall be locked out of the Unit, and a Lien fee of One Hundred and 00/100 Dollars ($100.00) shall be imposed. At that time the User will be locked out of the facility and may not be granted access to the Unit until the Rent and all other fees and charges set forth above are paid in full. 
  
   Broadway storage PDX shall not be obligated to provide notice to the User of the imposition of a late fee, it being understood that such late fee will simply appear on Users account balance if charged. User expressly waives any right to prior notice of Owners intent to impose a late fee. User acknowledges that late payment by User to Owner of any Rent or other sums due under this Agreement will cause Owner to incur costs not contemplated by this Agreement,
  
    Neither imposition nor collection nor failure to impose or collect such a late fee or lien fee shall be considered a waiver of any other remedies available for default. User authorizes any past due rent, and any other fees will be attempted to be debited from any form of payment user has on file until paid in full. The user agrees that ********************** has the right to collect past due rent and fees continuously until all rent and fees are paid in full.
  
   I have reached out to our payment processing center. They have confirmed that when paying with a checking account it can take anywhere from 3-15 days to fully process.
  At anytime  if the customer's account does not have sufficient funds to cover the payment amount while the payment is in processing, The payment will go from approved to declined due to insufficient funds in the account to cover the payment.
  It is the customers responsibility to ensure that there are enough funds in the account for the payment until it is  completely processed.
  
  This has been an ongoing issue with this customer since February. The customer has made no attempt to use a different form of payment once they saw the processing times when using a checking account was longer than using a debit or credit card. Payments have been made by the customer with a different form of payment in the past and has had no issues. Broadway storage has a right to deny any fees being waived and its up to our discretion.
   I have attached the screen shots of account history for this customer. This customer has accrued a total of $400 of lien fees, and we have waived $300 of those fees. The late fees of $20 have all be accrued due to insufficient funds on the 1st-4th of the month when the rent was due but could not be completed because of insufficient funds in the customers account.
  We have been very linnet with this customer. They signed a contract and have a responsibility to pay the rent on time or fees will be accrued to the account per contract.
  We deny any refunds or anymore fees to be waived. This customer has not accrued $3600 of fees. We find this dispute of $3600 is not accurate. Please see attached rental history.
  
  
  Thank you
  Broadway Storage PDX
  ***********************************************
  ************

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22122337
  
  I am rejecting this response because:

  I have asked numerous times to understand how long money must be in the account to cover the cost. ******* has been rude and unable to provide any type of response. I would call 10 days later and it still showed as PAID on my account. It wouldnt be until there were late fees and lien fees added that I even knew it wasnt processed. As stated in their response to me here..they are unclear on when its considered late. I was told that I had until the 5th before any fees would accrue. After I told ******* that I would be reaching out to the BBB she retaliated by setting a move out date without my permission. Even though the unit would be paid in full (including new fees) by 08/20. Which she agreed I could split the payment with that week and the week prior. Now I must be out 09/10, even though I was a tenant for years. ******* says that I am the only one they have issues with, but online reviews say otherwise. I asked if I could please speak to someone above her, and she said they are merging companies or selling..and I couldnt speak to anyone on either side for some kind of resolution. I am concerned about retaliation before I can remove all my items. I used the online payment system until I did not have access anymore, which is the reason I was calling in to make payments. Prior, I would use the same checking account with no issues. It wasnt until I was calling in ******* to make payments that the issues started. Due to personal issues, she is never at the units..so its difficult to work around her schedule. It should not take up to 15 days for a payment to process. It should also not state PAID if its still processing. It seems like if there is a glitch or something in the way you accept payments, there should be leniency-which was given to me. So it seems like you understood there were issues, otherwise I wouldve never received any credits. Why would the lien fee ever be removed if there werent issues on their end? I always was following up to ensure it was paid for.   
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/07/2024

  On Monday someone will be reaching to you.