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:03/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In January I was told that if I paid by February 15th the amount of 180, I would be in good standing. My rent says it is$70 for the month and I have been charged 90 previously and I'm being told that even after paying $311 by February 15th, that I still owe $130 or but as of February 20th I now owe $300 post?? I have been locked out of my unit for almost a month now since payment, more charges have been added as well as ridiculous fees like advertisement fees for their auction, which I have never been told would be a charge on top of a late fee and a lien fee. They also stated that it would have to be 30 days past due, so I'm not understanding how they are coming up with more fees after $300 was paid for on February 15th when previously 180 was requested. At one point I was told that they would only accept cash after they gave me a different amount that was stated in the letter and that they were not willing to send me the amount in an email but shortly after hanging up frantic, they send me a letter stating that they would accept money orders and cashier's check and what the thumb was, but I had not paid notice to it because an agency was reaching out to them to pay it in my name. When I compared it to the amount that was requested from me in the letter previously and before the date that it was due, and I changed from 180 to 311 and somehow they are still requesting what looks like $300 more if not 130?They are charging me for a lock that I purchased that they broke instead of placing another lock on the storage unit, like other normal professional places do. They destroyed my property which was not stated when I have just got my contract with them to sign. They didn't state that they would be putting my account up for auction before 30 days or that they would charge me for advertisement fees as well as the late fee and lien fee. They didn't tell me that they had switched over to charging me for insurance when I had previously provided proof of insurance.

  Customer Answer

  Date: 04/03/2024

  When I made my complaints I finally received a phone call from a manager and he offered to try to resolve it and refund some of the fees and allow me to get my things and we spoke about communicating again on the next Monday as it was Friday at the time. I didn't hear from him again until a couple days ago after trying to reach out to him several times. I also received another bill which he had stated he would not be charging me more but apparently is.

  He also stated that they're normal business hours are only until 5:00 and that later hours were provided for people who use auto pay... It is one of the most bizarre things I've ever heard from a storage unit aside from charging me for an advertisement and for a cleaning fee after being paid up for the sale had it have happened, but didn't.

  I am continuing to try to continue to reach out to him to make sure that I am still able to receive the refund for some of the fees and collect my belongings.