Complaints

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For approximately 8 weeks, in 2022, the security key pad was inoperable. This is located in a secure climate controlled indoor facility. Multiple times since, I have arrived at the storage facility, and discovered the key pad was inoperable, door was open.I was given permission to move from one unit to another of equal size, with the guarantee that the monthly rate would not be affected. The following month the rate went higher(over $50 more). Two months ago, I arrived at the facility to discover a padlock in addition to my personal lock, had been placed on my storage unit. The office personnel couldnt tell me why. The bill was paid and proven paid.The monthly fee I owe is set up on auto pay via my banking institution. It is set to come out of my account on the 1st of every month. Today is the 5th of January, and the fee hasnt been processed. In communication with office personnel, they do not have me or my storage unit on file.

  Business response

  01/18/2023

  The occupant of the storage unit called us and stated his automatic draft had not been taken from his account and he was checking on the unit. We pulled up the unit in question and then went to verify the occupant still had items in it. We went through our records and discovered the unit had mistakenly been moved out of the system, but the unit was untouched. It had occurred less than a month prior. We explained this to the occupant and the employee that spoke with him told him, it would be no problem to **** the move out and put him back in the system. She explained that she wanted to speak with her manager first and we would call him right back. She spoke with me, the manager, and I explained to her that was no problem and to make certain that his monthly rate was set at the same amount. When we attempted to return his call, the call went straight to voicemail. This was less than thirty minutes after the original call from occupant. A message was left to please return our call, but no return call was ever received. Any attempt to call the occupant was sent to the voicemail. Occupant will not return our calls. We were very sorry for the incident and wanted to express that to the occupant but was unable to do so. His storage unit was in no way comprised and his lock remained on the door.

  We totally understand the distress the occupant felt and wanted to explain everything in detail with him. We have been unable to do because of our calls going straight to voicemail. As the manager, I personally have tried to contact occupant but to no avail. Yesterday, I mailed a letter of apology to the occupant, and an explanation of the situation.

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