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:09/13/2024

  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 rented a storage unit for my out of state daughter's dorm room items from late April until August. I was quoted $52 a month which included insurance and other fees. The first month they charged me the correct amount. Then after the first month, they added an extra $8.89 insurance and $10.00 for 24 hour access which is not what I was quoted and what my invoice said which is unethical. I did not have access to an itemized ledger online I had to request it. After two months they increased the rent to $76 which is a 68% increase just after two months. We removed items from the unit in the beginning of August and then we were told the unit was not empty, but it was. We left nothing in the unit and they have not showed me a photo of the items. I have been trying to resolve this bill since the beginning of August and close the account. I didn't want to pay my remaining balance until I had received a credit for the disparities. It has been next to impossible to speak to a a person within the company and I have sent multiple emails and texts trying to make this account right. I was just charged an additional $20 late fee as I am trying to resolve this. I have attached the invoice they sent me regarding the amount quoted, the ledger I received from the company showing the extra monthly charges after that first month and the text message from the employee saying I would be refunded for the lock. I would like $63.32 reimbursed for the insurance charges which were above and beyond what the email invoice says and 24 hour access which I never requested. I would have no reason to need this as we are out of state. I was not even aware it was an option so I would have no idea I had to opt out of it. I'm happy to pay the appropriate amount for the service, but I want credit for the unethical charges that I were added above and beyond my invoice.

  Business Response

  Date: 09/16/2024

  I just wanted to reach out to see if you would be able to assist with getting some clarification on a complaint we received against our business. From my understanding, *** ****** is requesting a refund for her insurance fees. The attachment shows in the lease where she signed off on insurance.

   

  If necessary, I can provide additional excerpts from the lease explaining that insurance coverage is a requirement for storing at our self-storage facility. It is not optional, and if a tenant does not supply a declarations page showing they have third-party insurance coverage, they are automatically enrolled in a third-party insurance policy ***** **.)

   

  I just wanted to send this over to see if *** ****** could provide additional clarification on why the insurance would need to be refunded.

   

  Thank you,

• Initial Complaint

  Date:10/17/2023

  Type:Product 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.

  To The Roswell, GA BBB
  
  October 17, 2023
  
  Re: Reliant Property Management / Midgard Storage LLC:
  
  Morning BBB:
  
  This is a consumer complaint as being filed by an out of state storage consumer via the company referenced above. Triumph Donnelly Studios Corporation as a consumer has had a storage unit in Seneca, SC via their division company Midgard Storage whom was originally Greenleaf Storage prior to said buyout. Our unit in question with the prior company and this take over company Reliant has had an excellent payment history since it;s inception. Our office alerted this new facility owner as referenced that there is a "rodent issue" for our unit which Greenleaf did nothing to correct only to state "file a claim" which was done by our insurance carrier as a third party we paid over said rent etc. Our office alerted the facility manager Ms Maxwell of the rodent issue and how our out of state unit in question has had rodent damage prior, she refused to address it and stated file a claim.
  
  Our office had a fire in NYC which caused financial issues for October's rent which they increased with the rodent issue still present on our property and possessions, ripped, urine stained and more. Our fofice requested a partial payment she refused and stated : if tyou do not pay you are charged $25.00 late fee if not paid by Oct 15, 2023 you are accessed a foreclosure fee of $100.00 over the rent. This was totally unacceptable to an excellent paying tenant in Arizona that ha sinly been to said unit 3 times. Our office contacted Tim Allen, Lewis Pollack and J Vangyne of said company advising them of the rodent issue to our unit and property, they refused to communicate, refused to correct the rodent issue they have, refused to give their legal mailing address for a Summons and Complaint.
  
  Our office stated they must "refund immediately $869.00 which has been paid to date by Oct 13, 2023 refused to comply, they pay all moving out costs etc never complied.
  
  Please file thank you

  Business Response

  Date: 10/19/2023

  We’re proud to say that all Midgard Self Storage locations
  are serviced monthly (or as needed) by our national pest control vendor. While
  rodent damage certainly can occur, it’s always because someone in the facility
  broke the lease by storing items that are not considered dead storage (i.e.,
  food). The correct process will always be for our employees to point the tenant
  to the tenant insurance we offer to file a claim. Each tenant is bound by the
  lease to have personal insurance on file or purchase our tenant insurance so
  that items are covered.
  
  And while we certainly empathize with anyone who has
  incurred any kind of business or personal loss, as this tenant mentions a fire
  at their office, rent is still due. As to his claims that no one from the
  corporate office has communicated to him, an email was sent to the email
  address on file on October 9, 2023, with all documents that he requested. To
  say otherwise is not true and potentially damaging to our company’s reputation.
  I would also caution the tenant against using personal names, most of which are
  not even correct or spelled correctly. 
  

  Customer Answer

  Date: 11/08/2023

  Ms. R*****, BBB

  10/25/2023

  Re: Respondent's Response see below our email:

   

  Please add this  response from Ms. V** ****, Legal Agent for Reliant

  Prop Management parent company for Midgard Storage to our warranted

  complaint. Our property with rodent damage shall be vacated on Nov 30, 2023

  no rent is paid for Oct & Nov as stated twice by Ms, V** **** to this out of

  state tenant via her offer. The refund was refused, our office shall address this after

  your BBB complaint process legally. Once the Notice of Vacate is received by mail

  in ****** it is signed and sent to Ms, V** ****. This matter is being monitored 

  as well by other parties for out of state tenant ******* ******** ******* Corporation.

  Our office shall have no further communications to Ms, V** **** nor said companies

  only via your office until this complaint process is completed.

   

  Please add to complaint and confirm on 10/26/2023 this is added to said complaint

  for your BBB as well in regards to our rodent damaged property until it is back in

  our possession.

   

  Thank you Ms. R*****

  ******* ******** ******* Corporation Legal ******

  ******* ******** ******* Corporation

  CC: * *** ****