Complaints

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was doing business with them for three years, never owed them any money. When my husband decided to get a storage with them, I called them and asked them for an extra storage for my husband, she had said okay. Then for some reason, my husband was taking awhile to occupy the storage, and she decided to go ahead and took the money ($85) out of my bank account without my authorization for my husband's storage, even though it wasn't supposed to be on the same account. And when I called them to tell them about it, she said she was going to give me credits towards my account. Which she did not do, and on top of that months later, I called her to ask for a bigger storage and she said she didn't have one at the time and that she would call me when one was available. And I replied if she didn't have a bigger storage I would leave, and I ended up leaving. And even though I was leaving, she had went into my account, and paid herself ($55) before the balance was due even though I gave a 30 days notice. So now that is a total of $140 that she has taken from my bank account without my authorization. I had confronted her and she did not offer to refund my money that she had taken out of my bank account without my authorization, even though this had happened back in December of 2023.

  Business response

  03/21/2024

  Please see the full pdf document regarding the complaint from ******* ********

  Concerning ******* ********** complaint regarding AAA Secured Storage **** ** ****
  *** ****** ***** ** *****. I have attached doumentation concerning this previous
  customer.
  ******* has been extended EVERY couesty that we would extend to an extended stay
  customer and then some. She has received prompt notifications on her account status, and
  also been extended the courtesy of waving late and lien fees when she did not pay her
  account habitually on time; in fact the Account Statement history the follows demonstates
  that shows that she was extended these couresties and even abused the couresty.
  
  ******* did call herself in September 2023 and asked for a storage unit (10x10) for ***
  ******** This did not go on a separate account as ******* is the person who called and
  requested the additional storage unit***** ****. After being sent numerous notifications of
  payment due for unit **** which is due on the day move-in/rental. ******* finally called
  to discuss the situation in which she then requested to have the storage unit set aside
  separately because she did not want to pay for her husband’s storage unit even though she
  is the one who requested to rent it. At which time the new storage unit rental was canceled
  a portion of the related fees to the storage unit unit were assessed on on her account, and
  then also credited back to her account, which is included in the account statement as part
  of this document.
  
  As far as payment of ******* storage unit, the payment has always been due on the 28th
  day of the month also shown in the account statement. ******* has NOT been an ideal
  customer as she has been habitually late in payment for her storage fee***** **** over
  many years and yet we still continued to accommodate and extend courtesy to her up
  until the time that she left debris and trash scattered in our facility also attached in this
  document.
  
  The history of text messages notifications sent to ******* are also included in the
  document. As a business, we do try to extend every courtesy to our loyal customers
  however, ******* has breached that courtesy. We extend the right to refuse services to
  anyone, and that service now is refused to ******* as she will no longer be eligible to be a
  customer of our business.
  
  No refund will be issued.

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