Complaints

• Initial Complaint

  20/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had nothing but issues with this company. The latest issue now is that I went to my storage unit and there was a red lock on it. Apparently according to correspondence from them it was placed because I was 5 days late paying on the unit. I have received no correspondence stating the payment was late nor anything that stated they were going to place a red lock on it. In fact the only time I get any correspondence is when I complain about their practices. There is nowhere stated that you would receive a red lock locking you out of your unit for being 5 days late. I have made ALL payments yo this company since getting units with them since last year.

  Business response

  04/10/2023

  Mr. ******* has occupied up to 3 storage units at our facility since August 2022. The unit being discussed is 102.

  
  A contract was signed (see attached) that clearly states that “Failure to pay on the due date will result in $15 late fee.  Denied access to your room” (This is an industry standard contract, widely used by many storage facilities)

  
  During the pandemic and up to this past August, we have given a lot of leniencies to delinquent accounts, but as a result of some previous customers vacating units with amounts left outstanding, R&M Self Storage is strictly enforcing the rules already put in place and agreed upon with our customers (as per signing the contract upon move in).  This has resulted in less delinquencies and abandoned units.

  
  R&M Self Storage is under no oblation to send reminders to customers.  However, when Mr. ******* requested reminders, it was set up in our software to be emailed 7 days prior to the payment date (see attached document log).  Our logs show that Mr. ******* was receiving these reminders including the one in question but still refusing to pay on time.  He was also given the option to have all units become due on one day to make it easier for payment, which he did not take advantage of.  He also had the option of direct withdrawal or credit card payment, which would have made is a non-issue.
  Since August 2022, Mr. ******* has been late paying 22 times including the time in question and was charged a late fee a total of 0 times and denied access this one instance.

  
  Mr. ******* was given access to the storage unit in question, when payment was made. A total of $330 to date, has been waived in late fees.  There is nothing more we are able to do for this customer.

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