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Business Profile

Storage Units

Self Storage of Spokane

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storage Units.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/15/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    reserved storage online because a move-in truck was to be provided at move in. provided move-in date during the initial paperwork. The truck was never even mentioned, i had to call about it just to find out that it would not be available at my move-in date. decided to rent a truck through u-haul, and rent a storage unit since they were so much more reliable and about half the price for the same product. Called to cancel my reservation since i hadn't even moved in, and was denied. despite not having moved in. If i had the money to spare, it wouldn't be a problem. but i don't. Their only concern was that my alternate contact information was correct so they could chase down bills. Also, they had notes when they called about issues with the secondary contact. Conveniently, didn't have any notes about the two calls on 4/14 about the truck specifically.

    Business Response

    Date: 04/21/2023

    Our website states other restrictions may apply to our truck rentals. Each of my properties only have one moving truck. These trucks must be reserved in advance.

    When **************** called regarding the truck we explained it was already reserved, however we did offer him a truck from my North Market location. One of the other restrictions is the rental of the unit must be a 5X10 or larger to qualify for a truck rental. Even though **************** rented a 5X5 we agreed to let him use the truck on the day he requested Sunday 4/16/23.

    Another restriction, our trucks normally are not allowed to be reserved on Sundays because of our short business hours. We also stated we would honor his request for the use of the truck on 4/16/23. 

    Our truck rentals are not available to reserve online as we do not have a fleet of trucks. 

    We have agreed to release **************** of his contract and will not hold him responsible for his second months rent. 

    Customer Answer

    Date: 04/25/2023

     
    Complaint: 19940797

    I am rejecting this response because:

    this does not match the information I was told. I was offered nothing about the truck until I asked, and was told it would not be available on the requested day which had previously been agreed on via email. I was not made aware of the cited limitations before, during, or after this process. I was told that trucks could not be rented on Sundays, despite previously agreeing on the move-in date. I was told the opposite of what the business told you, that i could Not rent a truck on 4/16. I was told I could use the truck on 4/15, the Saturday before, but I was unable due to working on Saturdays. I was not made aware that there was a unit size required to rent a truck; this information was not referenced anywhere on their site, nor was I told this. Irregardless of any limitations, the company's website guaranteed a truck for move-in as part of the transaction and that was not fulfilled. Im just looking for my money back here, well not much it would make a significant difference in my situation. If any of these limitations were in question, it would be their responsibility to work out how to fulfill what I contracted for. If they can't meet these contracted responsibilities, then the contract is null and I should not be required to pay for them being unable to fulfill their own contract.

     

    It was already decided that the contract would not be renewed for the following month. This is not a resolution, this is what was previously agreed. 


    Sincerely,

    *****************************

    Business Response

    Date: 04/28/2023

    ***************,

    Thank you for reaching back out regarding the truck rental. We apologize that we could not come to a resolution regarding the rental. The truck is an added amenity that comes with restrictions, as noted on our website. The rental of the truck is not conected with the signing of the unit lease. 

    Per the signed lease agreement rental payments are nonrefundable. Once payment is made the unit is yours to use on that day through the end term of the lease agreement. As stated we are forgiving your agreement and will not be charging you the remaining rent. 

    Forgiving the unit rental agreement is in consideration of any miscommunication or misunderstanding regarding the rental of the truck.

     

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