Complaints

This profile includes complaints for Neighbor Storage, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Neighbor Storage, Inc.

  2500 W Executive Pkwy Ste 400 Lehi, UT 84043-3860

• 

  Neighbor Storage, Inc.

  2500 W Executive Pkwy Ste 150 Lehi, UT 84043-4162

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:05/01/2025

  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.

  I attempted to use their service for a parking spot. You're supposed to make a reservation and then the renter approves or denies the spot. I waited patiently for a confirmation, but never got one so I had to go elsewhere. I had no idea I was approved because I didn't get a message or call on my cell phone from the renter or website saying so, which is what the website says would happen (they're suppose to contact me to tell me it was approved). I was charged for two months of rent, and I had no idea because I never got a message/call (even though you have to provide a phone number) from the renter or website stating as such. I only found out upon reviewing my credit card charges. I'm in the process of disputing charge with *********** and I will be filing a complaint with the ***************************************************** in both MA and **. I feel as though their business model is unethical and relies on people forgetting their attempt to reserve a spot. They send an email that goes to your spam/junk folder even though you provide a phone number and their website implies the person with the parking spot is going to reach out to you. Their web developers and upper management have designed it as such, and it is unethical. They hinge on correspondence going to junk/spam so you don't see it, and it works like a charm. I'd love to get a refund, but at best, I feel obliged to inform others of how they operate.

  Business Response

  Date: 05/02/2025

  Hi *******, 

  Thank you for sharing your concerns. I understand the frustration this situation may have caused, and I appreciate the opportunity to respond and clarify.

  At Neighbor, we work hard to maintain transparency across our platform for both Renters and Hosts. As stated in our Terms of Service and throughout the reservation process, it is the Renters responsibility to cancel their reservation if they no longer intend to use the space. This helps prevent recurring monthly charges, as all reservations are automatically renewed unless action is taken. Additionally, Neighbor does not have access to or control over how emails are routed by your email provider, including whether messages are placed in your spam or junk folder. We do send both in-app and email confirmations when a reservation is approved, and encourage Renters to monitor their account for updates.

  
  Per our Cancellation & Refund Policy, refunds are not issued after the start or renewal date of a reservation. However, as a courtesy, we made an exception and issued you a $50.00 refund, which falls outside our standard policy. Regarding the first renewal period, those funds were already paid to the Host, so we advised you to reach out to them through Neighbor Messages. If they agree to a refund, well be happy to assist in processing it. We understand your perspective and appreciate your feedback. Our goal is always to ensure our users are informed and supported, and well continue to make improvements where needed.

  Warmly, **************************

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair 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 started a car space rental through neighbor.com on 5/22. my host is Satoshi Hideout. I have had no issues using their services. My payments have been on time. I was notified on 12/10, from the lienholder of my car, that it had been repossessed on 12/3. They indicated the reason was because the car was impounded. Obviously this was a surprise to me since I have been paying since May to have the car stored in a parking lot. I reached out to the host right away on neighbor.com, but did not receive a response. I also reached out to support on neighbor.com. I did get an auto response saying I would be contacted within 2-3 business days. I let a full 24 hours pass before trying to find a way to contact the host. I located a number, and I did speak to someone who confirmed they do rent through neighbor.com when I explained what happened, he said he would need to contact the property manager to find out what happened, and he would call me back later that day, or the next day (10/12) As of this writing, I have not been contacted. I sent another message on the neighbor.com site, and confirmed it was read, It is now after business hours, and the reinstatement is only avaiable until 12/19 at the very latest. I should not and will not have a repossession on my credit through no fault of my own. How did an entire car go missing?? Please assist as soon as possible.

  Business Response

  Date: 12/14/2024

  I understand having your vehicle repossessed from the host's space is difficult, however neither Neighbor or the host is able to stop the bank from taking possession of a vehicle if they have the appropriate documentation. It's very possible your vehicle was enabled with a chip and your bank was able to locate the vehicle through this chip tracker. I sent a separate email to you requesting documentation showing the date your vehicle was removed from the space. If you're able to confirm when the vehicle was removed from the space, I'm happy to take a look at the account and reach out to the host to see if they would be willing to refund space fees.
  

  Customer Answer

  Date: 12/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Based on my research, my car was moved without my permission some time before October 29th.  I do not know who moved it, nor do I know why.  On October 29th it was impounded.  My lien holder did not take repossession until December 3rd and solely because it was impounded.  This whole time I am making my payments, thinking my car is safely parked where I left it.  It is the hosts responsibility to find out why it was moved from its location. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 12/17/2024

  Thank you for the additional information. We are very sorry you're dealing with this and are actively working to investigate the matter. As discussed in our email communication, please provide a copy of the towing/impound receipt or any other documentation you have from the towing company or your bank. We also reached out to your host requesting additional information. 

  Customer Answer

  Date: 12/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am still working on getting the documentation from the tow company.  

  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 12/21/2024

  Thank you for working to obtain documentation from the towing company for our review. This will be helpful information in determining why your vehicle was towed from the space. 

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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 parking spot through this website for my son while he attended ************************. The parking space was a couple miles from campus and was meant for long term parking because the University has on campus transportation. The company was being paid automatically every month so we had no reason to be concerned. On 11/13 my son went to get the car in preparation for his Thanksgiving travels from ************* to ******* and the car was gone. The car had been towed on 8/17 without any knowledge and incurred almost $2500 in fees. The company basically told us that it wasn't their problem and we needed to try to get the money the host of the parking spot who was essentially non existent. They are refusing to file a claim with their general liability insurance stating it doesn't fall under their liability. It seems that this is a common issue and no one holds this company accountable for not getting proof that the hosts actually own the property they are renting.

  Business Response

  Date: 12/05/2024

  We are very sorry about the poor experience you had with your host. We certainly understand how upsetting this situation is for you. It sounds like your host took advantage of you and placed you in a very difficult spot. I reviewed the details regarding what happened and confirmed the action taken by Neighbor to be consistent with our Terms of Service: ******************************************************************* on the information you provided, your host may responsible for your loss. We encourage you to consult your local authorities to determine the appropriate steps you can take to hold your host accountable. Please let us know if you need anything from Neighbor in your efforts to recover your loss from your host. 
  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22609890
  
  I am rejecting this response because:
  

  Your company continues to send me your terms and services which are not legally binding and refuses to submit a claim with the general liability company stating it doesn't fall within the parameters of their liability. *** will the company tell me what company you are insured with. This should be a cut and dry claim but based on the website reviews it seems that this specific incident is very common and the company just wipes their hands and just basically says it's not your responsibility to prove someone offering storage on your website actually is the owner of the property. So you continue to allow false advertisements and scams with no repercussions. The local authorities told me to contact your website and file a claim which youre refusing to do. I want my money back for the tow and storage that I should not be responsible for because I did everything I was supposed to. 
  Sincerely,
  
  ****** Del *******

  Business Response

  Date: 12/06/2024

  I understand your disappointment with your host. Due to the host's misrepresentation of the space, we have removed them from our platform permanently.

  In accordance with the Terms of Service that you and your host agreed to, your host is responsible for misrepresenting their authorization to rent the space they listed as storage. The Terms of Service require every host to have permission to list the spaces they make available for rent. When your host listed the space on Neighbor, they affirmatively represented and agreed that they had legal permission to rent the space. Since they did not represent their space accurately, you should seek redress against them directly.

  Neighbor does not endorse any Members or any Space and is not responsible for any damage or harm resulting from your interactions with other Members so this incident does not qualify for reimbursement through Neighbor's Host Guarantee or Renter Property Protection Plan. 

   

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair 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.

  They use bait and switch tactics. The website clearly says $90 for a parking spot that I wanted to rent and showed no other restrictions like other listings. Then they call and say it's actually $155 before trying to place you in some other low value spot they have available.

  Business Response

  Date: 11/22/2024

  Hello,

  
  Thank you for bringing this to our attention. We sincerely regret that the Renter had a negative experience and appreciate the opportunity to review their concerns.

  
  After thoroughly reviewing the communication history, we found only one request for a space from this Renter. The reservation was priced at $80, and it seems there may have been some misunderstanding. Unfortunately, we did not receive any additional correspondence from the Renter, which limited our ability to address their concerns earlier.

  
  Per their stated resolution, I have unsubscribed the user from all ********************** communications. If there is anything else we can assist with, the Renter is more than welcome to reach out to us directly. Were here to help.

  
  Thank you for contacting Neighbor, and the Renter is welcome to reach out to us if they require any assistance.

  
  Best regards,

  ***** H

  Neighbor

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair 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 was unable to move in to the parking space as scheduled despite assurances from the Neighbors agent that I would have 24/7 move-in access when I booked.
  
  A Neighbor.com representative called me Sunday to push me to finalize my reservation after I had created an account. When I explained I was waiting until the weekday as I was concerned no one would be able to give me a fob to access parking garage on a Sunday evening, she said that wasn't the case. She said that I could start my reservation at any time and that I could have access to the garage for the first time, even on a Sunday night.
  
  Instead, when I arrived at the building, the concierge had no record of the reservation and could give no indication of when I would get access to the garage, other than that it would be at least 24-48 hours. This left me scrambling to make other arrangements for my car.
  
  I have cancelled my reservation going forward, and sent the Neighbor support 3 emails and 1 text requesting a refund.
  
  Neighbors has not responded, and their phone support line is always unstaffed. This is a not a serious or honest company.

  Business Response

  Date: 12/10/2024

  We have reached out to the customer directly and offered a full refund for her issues. Here is our statement: 

  
  

  "Im so sorry to hear about the challenges you experienced with our team. At Neighbor, we strive to communicate clearly and transparently, and its clear we fell short this time.

  To make things right, weve issued a full refund for your reservation payment. 

  Thank you for bringing this to our attention and giving us the opportunity to improve. If theres anything else we can do to assist you, please dont hesitate to reach out at ****************************************************************************************."

• Initial Complaint

  Date:10/17/2024

  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.

  I rented a space out through the neighbor storage to park my classic car. Soon as the owner came out she looked uncomfortable, not sure if it's because the sounds of the exhaust or whatever it was. So the owner canceled that day,so I had to drive my vehicle back home. I emailed neighbor storage a few times asking when will I be receiving my refund of $322.41 that they took. Its been over a week now and still haven't received an email or call stating when I'll be receiving my refund. $322.41 is alot of money. Which i need back ASAP

  Business Response

  Date: 10/22/2024

  Thank you so much for reaching out, and Im truly sorry to hear about your recent experience. I can imagine how frustrating it must have been to drive all the way there only to have the reservation canceledespecially when it involved your classic car. Most of our Hosts are wonderful, but I understand that sometimes things dont go as planned, and I appreciate your patience. We are happy to issue a full refund of $322.41.

  At Neighbor, our goal is to provide you with reliable and convenient storage options, and I hope this experience doesnt discourage you from using Neighbor to find the perfect space. Thank you again for bringing this to our attention, and please dont hesitate to reach out to ********************************** if you have any more questions or concerns.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair 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 app is a joke. After over a year of being on it..i finally get a renter. He has paid and has dropped off his stuff and the payment is nowhere to be found on the app or in my account. Not to mention they put a 50% off sale on my space without permission and are seemingly going to charge him the same half price next month. I want my money! Considering the renter paid them over $90 almost two weeks ago and they are only going to pay me $48...I think it's ridiculous that I have not heard a word from them in response to my 5 emails. I'm about to cancel the app and just deal with the renter myself. However, I still want my 48 bux asap!

  Business Response

  Date: 10/09/2024

  Thank you for sharing your feedback. I'm sorry this experience hasn't met your expectations. At the moment, our Support team is a bit understaffed, which has caused some delays as we work hard to assist all our users. Rest assured, we’re doing everything we can to catch up and provide the prompt support you deserve.

  
  Regarding your listing, please note that Hosts have the flexibility to opt in or out of offering the First Month Discount. Additionally, if a Host receives a request for a price lower than what they expect to earn, they have the option to decline. While you approved this reservation at the discounted rate, you're welcome to opt out of the First Month Discount for future reservations.

  
  As for your payout concerns, with Neighbor, Renters pay for their reservation at the beginning of each rental period, but Hosts receive payouts at the end of each period. While we understand you’d prefer to receive payouts sooner, this system ensures that Renters have the opportunity to fully utilize the space before Hosts are paid. However, to protect both parties, we do charge Renters upfront to ensure they have the funds available.

  
  We offer resources to help Hosts understand our payment and payout processes so they can decide if Neighbor is the right fit for them. While we hope you'll continue hosting with us, you're also welcome to explore other hosting options if needed.

• Initial Complaint

  Date:08/22/2024

  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.

  In reference to Neighbor.com complaint:I am a Host for Neighbor.com, which is an app that helps customers to find adequate and affordable ********************** space in their local areas. A customer, *****, rented my 20' x 10' ********************** space for ($59.00) per month, using the Neighbor.com app to pay the initial monthly payment of ($59.00), on July 11, 2024. On August 10, 2024, one month later, ***** opts to move out of my storage space. On my payout account on the Neighbor.com app, it indicates that ***** paid ($59.00), directly to Neighbor.com on July 11, 2024. Since ***** moved his food truck from my storage space on August 10, 2024, *****/ Neighbor.com was to electronically deposit my ($55.16) directly into my bank account that is on file with Neighbor.com. I have yet to see a cent of the ($55.16), due to me from Neighbor.com, in my bank account.Since August 11, 2024, I have called Neighbor.com's ******************* more than a dozen times, each time getting a voicemail saying, "the Neighbor *********** is now closed", and they give no option to leave a voice message at all. In addition, I have sent four different emails to Neighbor.com, inquiring about where and when I would receive my payout due to me from Neighbor.com, in the amount of ($55.16, which includes Neighbor.com's fee of ($3.84), for my using Neighbor.com's platform to advertise my storage space for rent). I have had no response at all from Neighbor.com! I am extremely disappointed to think that I trusted Neighbor.com, and they've let me down so blatantly. I am a single mother, rasing kids on my own, work a full-time job, and am a college student. I really believed that Neighbor.com would be a great, side supplemental income each month. Boy, was I so wrong!!!

  Business Response

  Date: 08/29/2024

  We are very sorry to hear that you had a poor experience with your renter. We reviewed your account and the reservation in question, and confirmed that the reason your renter vacated the space was due to the *** in your area advising that your renter was no longer able to remain in the space. This was relayed to your renter on July 19th, and it was mentioned that your renter should pick their vehicle up by Sunday (July 21st, likely). On July 21st, a discussion was held on our platform about your renter wanting to be refunded and that you were intending to contact Neighbor about this refund. 

  Neighbors Terms of Service state that the Renter will receive a full refund of the Space Fees and Additional Fees for the most recent Monthly Period and the Host will not receive the most recent months payout should they not be able to provide their renter with a 30 day notice. This reason is why you have not received a payout for the time that your renters vehicle was in the space.

  Hosts are responsible to ensure that their space aligns with their local laws and *** requirements, and in cases where a renter needs to vacate the space we expect all hosts to provide 30 days notice. If they are not able to do so, the renter is refunded for the payment made as services could not be fully provided in this time frame.

• Initial Complaint

  Date:08/11/2024

  Type:Service or Repair 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.

  In April 2024 I entered into an agreement to rent a space through the Neighbor app for my car. I told him I could pick my car up in July or August. In June he told me that he was moving out (gave me the required 30 day notice) and that I needed to move my car. I live out of the country and picked my car up 3 days after he told me "I will not be liable for your car after July 25th". I picked my car up on July 28th. I paid a full month storage on July 19th. I am asking to get reimbursement on my storage after the 25th - when the "neighbor" told me that he was no longer liable for my car (because he was moving out of the space that he didn't have a legal right to rent anyhow).

  Business Response

  Date: 08/16/2024

  We are very sorry to hear that your host was unable to accommodate your reservation for longer than originally anticipated. I reviewed your account, your communication history with your host, and your communication history with Neighbor. While I understand the situation is frustrating, all reservations made through Neighbor are month to month and I confirmed the host did provide you with at least 30 days notice to vacate the space, as required in our Terms of Service, which can be found here, *******************************************************. Since the host complied with Neighbor's Terms of Service, Neighbor owes the host their payouts so we are unable to process a refund to your account. However, we can process the refund if your host authorizes it. Please feel free to reach out to your host through Neighbor's messaging tool to discuss your request. If your host authorizes the refund, we will be happy to process that for you.  

• Initial Complaint

  Date:05/15/2024

  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.

  Rented a space using Neighbor.com (R) in Tucson, AZ. Signed lease with owner (host) RecNation (RN). Basically never dealt with N after first several days after signing lease. Installed the RN app on my phone to open and close the gate. There is a large sign at the gate concerning proper notice for cancellation. N collected rent via Visa card on the 1st of the month. Not clear to me what the relationship between N and RN was. When it came time to cancel I emailed RN per their instructions and received emails back saying cancellation accepted. Didn't use space for the last two weeks of March. The lease was to terminate March 31. Received email from RN on March 25 stating "move out completed, returning space to inventory". While this was before the actual termination date I was OK with that as I was not using space. Received my Visa bill on May 4 and noticed that I was still being charged the $121 lease fee by Neighbor.com. I was traveling in April and did not check my statement. Did so and found I had been charged for April too. $242 total. Called N and had to leave a message. Did so. Also emailed customer support. Called repeated and never got a real person. Eventually was contacted by D who stated he had tried to call me repeatedly. Checked, no calls from N. No problem with phone w other calls. D pointed out that I had violated Terms of Service by not notifying N of move out. Move out is explained in section 9.8 of Terms of Service. Who reads/gets that far? I explained sorry, did not realize I also had to notice them up too. Thought proper notice to "host" RN, who I had signed a lease with, sufficed. Eventually I was given a credit to my Visa card for 70% of the rent for April and May with an admonition that I should have read Terms of Service and N was doing me a favor by returning 70%. I believe the lease agreement I signed with N takes legal precedent over N's Terms of Service. Bottom line is user beware! Take care to study/understand N's Terms of Service.

  Business Response

  Date: 10/28/2024

  Thanks for sharing your experience renting on Neighbor and Im sorry for the confusion regarding cancellation. Since Neighbor handles payment for your storage rental, you must cancel through Neighbors website or mobile app for future payments to stop. Renters bear the responsibility to ensure their reservation is canceled.
  
  While I understand this can be confusing especially with your host, Neighbor strives to make this cancellation policy clear to renters. We disclose this policy throughout the checkout process as well as reminding renters in writing via email after your reservation is approved and before the renewal of your reservation. Nevertheless, well continue working to better educate our renters going forward.
  
  Im glad to hear that we were able to make an exception to our cancellation and refund policy and still provide a refund for the majority of those charges. Despite this confusion, we hope that you had a positive experience storing with your host!
  
  ------
  
  Thank you!

  Business Response

  Date: 10/28/2024

  Thanks for sharing your experience renting on Neighbor and Im sorry for the confusion regarding cancellation. Since Neighbor handles payment for your storage rental, you must cancel through Neighbors website or mobile app for future payments to stop. Renters bear the responsibility to ensure their reservation is canceled.
  
  While I understand this can be confusing especially with your host, Neighbor strives to make this cancellation policy clear to renters. We disclose this policy throughout the checkout process as well as reminding renters in writing via email after your reservation is approved and before the renewal of your reservation. Nevertheless, well continue working to better educate our renters going forward.
  
  Im glad to hear that we were able to make an exception to our cancellation and refund policy and still provide a refund for the majority of those charges. Despite this confusion, we hope that you had a positive experience storing with your host!
  
  ------
  
  Thank you!

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 21717616
  
  I am rejecting this response because:

  Yes, I was refunded a portion of the two monthly payments Neighbor collected, so that was somewhat okay. However, I notified Neighbor that the contract with RecNation had been terminated before Neighbor actually submitted payment to RecNation for the second month. That portion should have been refunded 100% to me. Inexcusable. I can see compensating Neighbor for the first month as payment to RecNation had occurred, but not for the second month. RecNation was well aware that my contract with them had been terminated and Neighbor should have insisted that all monies disbursed to RecNation in error been returned. I'm sure it's not the first time Neighbor has done business with RecNation. 
  
  Sincerely,
  
  ****** ****** Jr

  Business Response

  Date: 10/31/2024

  Thank you for reaching out and sharing your concerns. I completely understand how this situation has been frustrating, and Im sorry for any inconvenience it has caused. To clarify, Neighbors standard policy is that refunds arent issued on or after a reservation start date, and RecNations policy generally prohibits refunds as well. In this instance, we made an exception by providing a partial refund. Our Terms of Service guide these decisions to ensure consistency and fairness across all accounts.

  While we couldnt issue a full refund, please know we value your feedback and will use it to when considering changes to our policies. If you have any additional questions or if theres anything else I can assist you with, feel free to reach out directly at ************************************************************.