Complaints

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Storage Unit Rental monthly charge issue: Rented from October and removed all stored items on 4 March 2023 I made all the arrrangements for the storage unit over the phone when reserving my unit. I was told that the storage unit was pro rated to the move in date for the month. I also signed up for auto bill pay I don't remember them ever mentioning that that the unit was NOT pro rated when I removed my stored Items. Another storage unit place I used in MD did pro rate to the move out date..... The key to the unit was in the lock when I arrived to store my items - I never had to go into the office which was closed at the time.... When I left the storage unit I dropped off the keys in the office and was initially informed that I would not be charged for the month due to the billing date would be Monday but was called and notified that I was charged for the entire month of March -- again I moved all my item out on 4 March. I did try calling and sending emails to request a refund. I finally received a call back and was met with a person that could only say that the policy was that renters are charged ffor the entire month -- at which point the person said "I have another call I have to go bye" and hung up on me. I am hoping you can help me recoup the cost of the storage for the month of March (pro rated for the 4 days) because I was not told at the start of the lease and I don't think its fair that I am charged for the entire month of March when I was out on 4 March. Thanks for your help

  Business response

  04/17/2023

  Mr. *********

  
  

  I am writing in response your complaint to the better business bureau regarding your storage move out on March 4 th.  

  
  

  Please see your attached lease agreement.  

  
  

  It is our policy, as highlighted in yellow, in order to terminate your lease you must do so by the last day of the month to not be charged a full next months rent, as explained by our site manager as well as when we spoke by phone.  

  
  

  While you may have experienced different policies at other storage facilities, this is our policy.  We must uphold our policies, rules, and standards fairly to all of our tenants.   While I understand you were unaware of the policy, it is stated in our lease agreement and must be upheld.   

  
  

  We will be forwarding your lease with our response regarding our rules and policies to the Better Business Bureau.     If you have any questions please feel free to contact me anytime.   

  
  

  
  

  
  
  

  
  

  Customer response

  04/17/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Thanks for the reply.     Back in early October when I called about the storage unit I set everything up over the phone.   It was mentioned that the start of the rental was pro rated but I don't remember anything stated about terminating the storage unit. I think I assumed that the termination was pro rated as well - that's how the Public Storage in Maryland worked. I never met with anyone and all was done over the phone or via e-mail.  My issue is that I emptied the storage unit the first Saturday in March which was the 4th. The first day that I could get family out to help. DE Storage charged me for the entire month which I think is just outrageous for the 4 days.       I had stated at the beginning of the rental that I would move out by March but there was never any correspondence with me through out my rental.  No policy reminders.  I'm not sure anyone would remember what they read 4 months later.      I would like a pro rated refund since I moved out so early in the month.  I don't think this is unreasonable request and I think it is fair.  Thanks Regards, Complaint ID: 19628098    

  Business response

  04/17/2023

  I responded to the customer in writing and provided him with a copy of his lease agreement along with a detailed explanation which I will forward to you. The customer is not due a refund.  The customer was charged appropriately based on his lease agreement which was provided.   We cannot provide a refund as requested.

*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. ↩