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:09/12/2023

  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.

  I paid ****** on July 30th to iron storage but they were out of printer ink and said to finalize they would meet me Sunday with a key and paperwork. I did not know they were still going to charge me that day and thought the payment would be voided. Upon arriving on Sunday at the designated time the office was closed and nobody answered the door. I checked my account and had indeed been charged. Nobody was available by phone either. I had a truck and crew and was planning on moving that day into the unit. I had to quickly find another facility for storage. I called the company the next open day and couldnt reach anyone so I emailed, still hearing nothing back. For weeks I got no response and kept calling, finally reached someone. They said that it would take 3 weeks for corporate to issue a refund. Ridiculous but I waited. It was 4 weeks after my charge that I emailed again to no response. I finally reached someone and they said the same 3 weeks. By this time almost 5 weeks had passed. This conversation was before Labor Day weekend. I said if I do not hear back by Wednesday after Labor Day I would file a complaint. I have not heard anything.I never signed paperwork of any kind for this lease. I was charged ****** on July 30th and still have not received a refund.

  Business Response

  Date: 09/25/2023

  After getting the BBB Complaint, I personally looked into the situation. I am the Comptroller at the **************** and typically do not deal with refunds. Since this came through the BBB though, I wanted to personally handle the situation. When I researched her account and looked over her ledger I found that due to a software glitch, her refund request was not getting pushed through to be approved by management. I decided to bypass the entire approval process, which can take a few weeks since it has to be approved by the Regional Manager of that location, then it has to go to our A/P Manager to issue payment and that can take up to two weeks. Please remember we have over 40 businesses we operate throughout the country and even something as simple as writing a check takes time. Our A/P Manager has a lot on his plate. So I personnally issued a refund check to ***************** and had it in the mail to her on the next business day. I also reached out to her by phone and email, apologizing for the software glitch and the amount of time it took to get the refund processed and assured her that I put a check in the mail for the full amount she had originally paid. 

  This is not typical of our company and we wanted to make the situation right as fast as we could. We are looking into the glitch in the software that prevented the refund request from being pushed through to be approved and believe our IT has already resolved the issue so this will not happen again in the future. 

  Below is the email I sent to ***************** along with her response. 

  On Sep 16, 2023, at 9:32 AM, Jordana <*****************************************************; wrote:
  
  Thanks for handling this swiftly. That is the correct address. 
  
  I received your BBB claim today and wanted to reach out to you personally. I am so sorry you didn't have a good experience with our business. I assure you, we value each and every one of our customers and strive to provide great customer service. I don't have much information other than what you have provided, but I did reach out to the Regional Manager and I also talked with one of the owners of the company to fill them in on the situation. 
  I looked at your ledger as well and I think I see where the issue is with the refund. We have a way of submitting them for approval and it seems like it wasn't done correctly or our system is not pushing it through, therefore the refund request didn't go through for my Accounts Payable Manager to process. We actually still can't figure out why it isn't processing, but I have completely bypassed the approval process and will be issuing a check for $122. I will personally take it to the post office and send it out. I have the check in-hand and am just waiting for one of my signers to come in. Unfortunately, I think that will be Monday morning. 
  
  I did also call and leave you a message, if you prefer, you can call me directly or send me a text to confirm your address.
  
  
  

  Business Response

  Date: 09/25/2023

  Hello *****************,
  I received your BBB claim today and wanted to reach out to you personally. I am so sorry you didn't have a good experience with our business. I assure you, we value each and every one of our customers and strive to provide great customer service. I don't have much information other than what you have provided, but I did reach out to the Regional Manager and I also talked with one of the owners of the company to fill them in on the situation. 
  I looked at your ledger as well and I think I see where the issue is with the refund. We have a way of submitting them for approval and it seems like it wasn't done correctly or our system is not pushing it through, therefore the refund request didn't go through for my Accounts Payable Manager to process. We actually still can't figure out why it isn't processing, but I have completely bypassed the approval process and will be issuing a check for $122. I will personally take it to the post office and send it out. I have the check in-hand and am just waiting for one of my signers to come in. Unfortunately, I think that will be Monday morning. 
  
  I did also call and leave you a message, if you prefer, you can call me directly or send me a text to confirm your address.