Complaints

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• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising 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.

  Morningstar Storage either has wrongfully sold our belongings or the manager personally has taken them. These belongings were worth approximately $50-$75k. We had two Units for 4-5 yrs and were actively renting. The one in question had fallen behind due to myself being hospitalized for an extended period of time in Oct. 22. Communication was kept and a solution agreed upon between myself and the manager. I stressed the value to the manager and was assured so long as communication was kept and payments were made then nothing would occur. She made it clear she was unable to access the unit due to how old the locks were because of our length of time in the unit. She gained access while I was there and then seen the contents. Within 2 weeks an email was received that I needed to pay $50 to remove auction status. I immediately sent $100. 2 weeks later on 03/06 I told her to process $500 and gave payment info needed. The balance was only $750 at that time. On 03/28 I sent an email to begin processing $100 weekly until current. At the beginning of June my wife was denied access to the unit. I emailed immediately and was told my belongings had auctioned on 02/28! After the dates the manager had communication about the $500 payment and the $100 weekly payments. We have been ignored now repeatedly. Denied access to the site. We were not informed of any auction occurring. We feel the contents were stolen by the site manager and need help desperately. The contents were my kids inheritance and items to help them through school when they were older. We met all state requirements to avoid auction possibilities. Please help. We have all corresponding email dialogue, payment information records and all receipts for all items inside the unit. We also still have a unit on this property.

  Business Response

  Date: 07/11/2023

  We have received your BBB complaint number ******** regarding the sale of your unit F50 at Morningstar Storage of ***********. In your letter you stated that due to an extended illness in October of 2022 you fell behind on your storage unit. You were in fact behind starting in July 2022 when an ACH payment made on July 14, 2022, in the amount of $325.25, was reversed for insufficient funds. The $325.25 payment included your rent $275,insurance $9, and a late fee of $41.25 because of July rent being late. An additional $25 NSF was applied to the account. Total amount owed after NSF Fee was $350.25 on 7/14/2022. You paid $284.00 on 7/23 which was enough to pay the rent and insurance, you still owed the late fee and NSF fee of $25, the snowball began from that point. Ive attached the ledger below showing you owed $66.25 after that payment. From 8/1/2022 you paid a total of $1,350 but racked up $1925.00 in rent August 2022 February 2023, $63 in insurance, $75 lien fee and $288.75 in late fees, add this to the $66.25 rolled over from July, there is a total of $2,354.75 owed. After your payments, the amount owed was still $1,068.00. We do owe you $255 because of the overage from the auction, please email me where you would like this overage sent.