Complaints

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• Initial Complaint

  Date:09/05/2024

  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 have a storage unit at Midland Self Storage in tacoma Wa,so does my girlfriend(******* *******). We recently went into pay our bills(we each have a unit) and were informed that there was a extra $****** charge added to the bill for a garbage disposal fee.We asked what this was for and were informed that is was a result of a bag of garbage being left in front of 1 of our units(unit036). All we had was enough money to pay the rent for our units and this extra $****** was not affordable.Nowhere in our contracts does it say ANYTHING about a garbage fee for leaving a bag of garbage (which was a black tied up trash bag) outside your unit.I spoke to the workers at the storage about this and they tried to say that it was in the contract(which i will include in this complaint) and that they can charge whatever they want. I did recieve a email from the storage about the garbage bag charge and they had already disposed of the bag and the office was closed when they sent th email so i had no chance to dispose of it myself.Long story sort,i didnt pay my rent this last month because i couldnt afford the extra garbage charge so i went to pay it a few days ago and was informed that i now owed for this month and last months rent which this months i have untill the 10th of the month to pay(thats the policy)but for whatever reason i am not allowed to pay just what i owed for last month,they want 2 months of rent which is over ******* for both units(800 for 1, ****** for the other). I cant afford this all at once and now i read an email saying my units are going up for auction but when i spoke to the storage the day before i was told that i had untill sept 25 2024 to pay the full amount of my units were being sold. The ****** charge screwed this all up or i would have had it paid last month when i was supposed to.The storage wouldnot and still wont work with me on this and i need your help.thank you

  Business Response

  Date: 09/16/2024

  Dear Mr. ****** and Mrs. ********************* you for taking the time to share your concerns with us. We understand that receiving a large fee can be frustrating, and we appreciate the opportunity to address the issues you've raised.

  Regarding the fee added to Mr. ****** account on 07/20/24 for leaving behind items on facility grounds, we want to clarify that our policies are in place to ensure a clean and safe environment for all tenants and visitors. According to our facility guidelines, disposal of garbage or loose items on facility grounds is prohibited. Agreement to adhere to these guidelines are listed in section 17 of the Self-Storage Rental Agreement.
  

  Unfortunately, we do not have photo evidence available for this particular instance. However, we base such charges on a thorough review of the situation, including any reports or observations from our facility ******** provide transparency, we have attached the signed lease, the original email sent to notify Mr. ****** at the end of the day, and the notation on the account for when the items were removed at the close of business on 07/20/24.
  

  As a gesture of goodwill,we have suspended this charge until October 1st, 2024 while a resolution is reached. Our goal is to work with tenants personally to avoid their account reaching auction status, however we are only able to accept rent payments in full, as stated in section 16 of the Self-Storage Rental agreement. 
  

  We are committed to resolving this matter amicably and are open to further discussion. Please contact our property management team directly at ************** or *********************************** would be happy to review your case in detail and explore any possible resolutions or adjustments to the fee.

  Thank you for your understanding and for giving us the opportunity to address your concerns. We value your feedback and are dedicated to improving our communication and service.
  

  
  Sincerely,
  Midland Self Storage
  Managed by West Coast Self Storage
  Phone: *************
  Email: ********************************************************

  Customer Answer

  Date: 09/17/2024

  Thank you for your help.they did respond and I'm not sure how to go about this.they decided to suspend the ****** garbage fee until 10/01/24 while this case is going on which I appreciate but what  worries me is that I was informed by mail that our storages are being sold on 09/25/24 due to the ******* I'm still ******** whole issue I'd that I can't afford to pay this months last months bill all at once.i did go into pay it when it was due but the garbage fee made it so I couldn't because it was included as part of my rent not a separate bill and I didn't have ****** and I wasn't allowed to pay part of it so none got paid.then I called on 9/2/24 and was told I had to pay both months rent which I cannot afford at 1 time.i am on a limited (extremely limited) income and it took me all month to come up with the rent plus the ****** but when I was told that I had to pay both months plus the ******, that is impossible.i admit I'm usually late on my rent so when I called on the 2nd it wad to pay last months and the ******.sorry if this makes no sense.i don't know what I can do considering the next months rent is going to be due.i appreciate any help and the help you've already done

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22247230
  
  I am rejecting this response because:
  Because we were not informed about a dump fee being waived on Sept 9 2024.had we been aware of this we could have paid our bill and not needed to go thru all this
  Sincerely,
  
  ****/******* ******/*******