Complaints

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• Initial Complaint

  Date:06/08/2024

  Type:Delivery 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.

  This company is locking up access to their business 30 minutes before what their signs say in order for you to miss a monthly payment on your storage locker. This way the company can come back and say," you are late on your payment"and now charge you an outrageous late fee in order for them to make more profit. Told on site manager and her response was," I will do whatever the h*** I want." Just an illegal practice that they are operating to make even more profit. They stop accepting money for storage lockers at 4:00 even though the sign says that they are open until 5:00. Company and on site manager are running quite a SCAM.

  Business Response

  Date: 06/12/2024

  *************** came to the property @ 4:35 on 6/7 he DID NOT use his personal gate code to gain access to the property [ he was not locked out our tenants have 24/7 access ] He called and started yelling and cursing at my employee. She explained to him that we are still in the office until 5:00 pm for our customers and they can use their codes to come in. But we do close the gate at 4:30pm to process our end of day closing so we do not receive any non tenants as we can not process a move in  for new customers at that point. She tried to explain to him and he just kept screaming at her and said F**K YOU to her  and hung the phone up. I tried to reach out to him and he would not let me talk to him he just screamed over her. 6/8 **************** came in the office and once again he started screaming curse words at my employee, please know my employee nor myself speak curse words nor would we ever treat anyone with that disrespect. He had my employee so worked up and upset she inadvertently took a double payment of cash for him when he only paid for one month which was due on 6/4/24 and he was not to receive a late fee until 6/10/24. I have tried several times to reach out to him and he will not respond to my calls. I have spoken to my Owner and and at this point he wants him to vacate the property, as we women now feel very threatened by him he has a very bad anger and we are in fear of what he may do. **************** has been a tenant here since 2017 and he has never had this issue before. Also it is our policy to waive a late fee if it is due to a situation like this. 

  Sincerely 

  ************************* Site Manager

  Customer Answer

  Date: 06/12/2024

  The company has repeatedly lied about what actually transpired. I pressed the button and asked that the gate be open when I was there to make my payment and the women refused because she was talking on the phone to probably one of her friends and did not want to be bothered. When I came in the next Day-- Saturday to make my payment-- she once again was on the phone and got upset I came in to make a payment. She then got her site manager on the phone who yelled, cursed, and swore at me for no reason whatsoever. She said I will do whatever the h*** I want in regards to closing the gate anytime she wants. She continued to yell and swear at me for no reason after I told her that I will contact the owner of the business. She said,"the h*** you will". At no time did I ever swear at these rude women on Saturday. The only one that was doing that was the so called on site manager who got extremely loud and obnoxious when I said that I will contact the owner. She continued yelling and swearing over the phone in the office and I said nothing and walked out after paying. She is simply exaggerating the whole thing and lying which I have been told by other customers is a trait of hers.

  Business Response

  Date: 06/13/2024

  6/8/2024 12:18 PM PC: Note - When making his payment I thought that I did not process the payment correctly and I accidentally went in and made a 2nd payment on his account for $*****.  This receipt had him pd thru to 8/3.  I noticed the duplicate charge and talked to site manager and I went in a DELETED the 2nd charge receipt #****** which was a payment for his 7/4 Rent.  He was paying for 6/4 Rent with his payment today.  I will print the receipt and give to site manager so we can send him the correct receipt for his payment.
  
  6/8/2024 10:41 AM PC: Note - Tenant  came into the office and started right away saying, "Close the gate, why don't you close Gate, that's what you did yesterday.  He pd $***** for 7/4 Rent with Cash.  Gave him change and a receipt.  I happened to be on the phone with site manager  when he came in.  She could hear him, but I hung up with her so I could talk to him and take his payment.  He was upset again and does not understand why we close the gate early when our sign says 5 pm.  I told him again that our office is open and I could have taken his payment.  He has a gate code to enter the property.  He said that we close it so people can be late and get late fees.  He said that he is going to find out who the owner is and contact him.  Site Manager  called back and I put her on speaker phone and she spoke to him and tried to explain the policy.
  
  6/8/2024 7:43 AM PC: Note - Yesterday 6/7/24 in the afternoon before closing.  I closed the Gate at 4:35 pm.  I was still here in the office at 4:58 pm.  At this time tenant called the office.  I did have the computer shut down.  I answered the phone and he said "Why did you shut the gate at 4:35 and you say you are open until 5 pm. Who  is the owner, I want to talk to him and tell him what you are doing.  **** said that he did  see someone pull up to the gate.  He did not put in his Gate code to come in.  I was here and could have taken his payment.  He was very rude with me on the phone.  I tried to explain to him that he can put his gate code in and come in to pay.  He kept yelling at me and wanted to know who the owner was.  I told him he can speak to the Site Manager and he was still mad and cursed the very bad word at me "Blank you!" and hung up.

  These are the notes that are taken for this account and how the interaction with him went . Myself and the employee are ********* women and I did tell him I can close the gate whenever I want however I DID NOT swear at him he was the one swearing at us. We give our tenants a 5 day grace ****** and this tenant's rent is due on the 4th of each month since 2017 and he seldom pays hi rent on that date. I understand he is very disgruntled tenant, but he is distorting this situation way out of control and his behavior is very irrational. He will not even speak to me personally as I have tried several times via phone messages. He did not give us an email at time of move in on his application. I see it on here however I do not chose to speak to him at this point. We are in fear of him now. My employee that waited on him stated he said to her on the morning of 7/8 " why do you shut the gate are you afraid that someone is going to come in with a gun? " today is the first day I have worked with this employee as she is part time and she did not feel she needed to put that statement in the notes as she did not feel it would escalate to this level. As stated prior we are a private and gated facility that ONLY OUR TENANT's can access 24/7 once the gate is closed. When we are counting our money for the daily close we like to keep our gate closed so me are not in jeopardy of being robbed and since we can not process a NEW rental in a 1/2 hour ******, it is not necessary to have the gate open. This tenant did not at anytime on 7/7 try to use his code to enter the property. In closing when I yelled at him it was because I had too because he was screaming at my employee and I had to try to get him to hear me. But I there were no curse words spoken by either one of us. At as I stated as well we would like to refund him his Payment of $ ***** and have him vacate is unit as we can not serve him with him anger issues.

  Below find his only Late Fees as you can see his rent is due on the 4th day of each month if we were trying to "Scam People "  we would not give them a 5 day grace ******. We are doing nothing wrong or nothing unusual most businesses have late fees

  10/04/23B219Rent 10/4-11/3    75.00    0.00    4.50    *****    *****Cash
  10/10/23B219Late Fee # 1    10.00    0.00    0.00    10.00    10.00Cash

   08/04/23B219Rent 8/4-9/3    75.00    0.00    4.50    *****    *****Cash
  08/10/23B219Late Fee # 1    10.00    0.00    0.00    10.00    10.00Cash
  08/25/23B219Late Fee # 2    10.00    0.00    0.00    10.00    10.00Cash
  09/04/23B219Rent 9/4-10/3    75.00    0.00    4.50    *****    *****Cash

  Site Manager 

  **********************;