Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I came back from a 7 month deployment oversees and came back to mostly everything in my storage being water damaged and damaged by mold. Luckily I have insurance that can cover it but I think the unit should be in charge of disposing of the moldy items. This is a health hazard. This was also climate controlled there’s no reason this should have happened. Also no one from the business management is contacting me about this issue.

  

  Business response

  11/21/2024

  Mr. *******

  This is the first time I came to know about your complaint to BBB.  I've been in constant contact with you ever since you brought this complaint up.  We agreed that Armor Storage would dispose of the belongings in your unit in December, as we talked about on our last call, after you move out.

  We apologize for your experience.  We found out only after you gave us notice that there was an issue.  We spoke with your insurance agent (Keith) and provided him the information he needed.  Your insurance agent had mentioned something about structural damage, but upon our inspection we did not find any structural damage.  We are unable to access your storage unit without your presence.  There have been no other complaints about water damage in other units in the building.

  Please see attached section #38 from rental agreement regarding a mold warning, and your initials next to it.

   

   

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against ***** ***** ***** for their failure to provide requested documentation and their dismissive and unprofessional response to my legitimate inquiries. Despite repeated requests for comprehensive debt validation and lease documentation, ******* *******, Regional Property Manager of ***** ***** ***** has refused to cooperate and has instead chosen to mock and belittle my efforts to resolve this matter. Their response, as outlined below, demonstrates a clear disregard for consumer rights and a refusal to adhere to legal obligations: "******* using Chat GPT is not helpful as I have no idea what you are trying to convey. Your account balance is 0 owed. We are property managers, we don’t have 'invoices'. Your lease is in the office and you can pick up a copy anytime. You also have access to your ledger on your RentCafe account we have already given you access to this. If you want anything further I suggest you stop copying and pasting from Google and communicate what you are looking for as this is not only wasting your time, it is wasting mine as well." This response is unacceptable and demonstrates a clear lack of professionalism and commitment to resolving consumer disputes in good faith. It is evident that ***** ***** ***** is unwilling to provide the necessary documentation and is actively obstructing my efforts to verify the validity of financial records and ensure compliance with legal requirements. As such, I request that the Better Business Bureau investigate this matter promptly and take appropriate action to hold ***** ***** ***** accountable for their actions. I urge you to intervene on behalf of consumers and ensure that ***** ***** ***** fulfills their obligations to provide accurate and transparent information to their tenants.

  

  Business response

  02/19/2024

  *******,
  
  I apologize for the responses you’ve received regarding your requests. Regarding your request for information, there are three ways in which you can get a copy of your lease 1) Stop by the Management Office and have the Manager print you out a copy, which we have offered to do for you. 2) Have the Manager email you a copy, which the Manager has done based on past emails that have been sent to you. 3) Log into Rent Café and download a copy of your lease at your convenience. Regarding your request for debt validation, I am not sure what you’re requesting here.  If you’re looking for a breakdown of your rent, additional charges and utility expenses that are billed to you each month, you can also log into Rent Café, and view your past charges/payments.  You can also stop by the Management office and request a copy of your ledger from the manager, they are always happy to assist. Additionally, each month Rent Cafe is updated with any charges coming due including any additional charges (ex. Common area utilities/water/late fees/etc.). If payment is past due, you will receive an additional notice on or about the 8th of the month notifying you of your outstanding balance that’s due.

  As you will note on the attached ledger, you currently have a rent credit of $1,877.07.

  If you have any further questions or if the attached information is not what you’re looking for, please don’t hesitate to reach out to the Management office for assistance. Regarding your request for information, I have attached a copy of your lease and current ledger to review.

  Customer response

  02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I must reiterate my rights under the relevant laws, including the Fair Debt Collection Practices Act (FDCPA), 15 U.S. Code § 1692g, which mandates transparency and accuracy in financial transactions, including the provision of comprehensive documentation upon request.
  
  While I appreciate the information provided, it does not fully satisfy my request for debt validation and lease documentation as outlined in my previous correspondence. I still require:
  
  1. Copies of all invoices and receipts related to rental payments made for the duration of our lease term.
  2. Any financial statements or reports providing a thorough breakdown of financial transactions associated with our tenancy, including rent payments, utility charges, maintenance fees, and all other charges and credits applied to our account.
  3. A comprehensive booking of account record detailing all transactions and charges associated with tenancy in full detail.
  
  Please be advised that under the FDCPA, specifically 15 U.S. Code § 1692g(a)(4), the management is required to respond to requests for debt validation within 30 days of receipt. Furthermore, pursuant to state landlord-tenant laws, documentation requests must be fulfilled in a reasonable and timely manner.
  
  Additionally, I kindly request that these documents be sent via certified mail to ensure lawful documentation and receipt, as per the requirements outlined in relevant state laws.
  
  I urge you to comply with these requests promptly to ensure compliance with legal obligations and uphold consumer rights. Thank you for your attention to this matter.
  

  
  Sincerely,
  
  ******* D********

  

  Business response

  02/21/2024

  *******,

  First, I reached out to you yesterday via phone and left you a voice message to give me a call back at your convenience. If would be much easier if I could verify just what it is you are requesting, and a conversation would be beneficial.  In your correspondence, you continue to reference the Fair Debt Collection Practices Act (FDCPA) 15 U.S. Code 1692g (4) which I was unfamiliar with until I did some research. The FDCPA provide requirements for debt collectors (Collection Agencies) to provide consumers with verification of debt and or a copy of the judgement. We are not a debt collector, we're your landlord and our obligation as well as yours is dictated by the lease agreement. In addition, you don't have an outstanding balance or debt owed to us, in fact you have an $1,877.07 credit in your account. You have been provided with a copy of your lease and a copy of your ledger showing you all your charges and payment made by date since you moved in (6/2022). We don't provide Tenants with monthly invoices for rent, your rent and other charges if any are posted on Rent Cafe for you to review.

  Since I am still unclear as to what it is you are actually looking for, I would ask that you give me a call. You have my voicemail which includes my phone number, and I would be happy to discuss this with you and work towards a resolution.

  Regards,

  ***** *******  

   

   

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  04/28/2023

  We are sorry to hear of the issues Ms ***** is having with the insurance company.  Armor Storage is not the insurance company nor do we hold any authority over the insurance company, therefor we cannot intervene with the dispute between Ms ***** and the insurance company.  

  Customer response

  04/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sandra *****

  Customer response

  05/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  This Is Sandra ***** and I'm sending this email cuz I didn't understand the Email that was sent to me that Armor Storage has sent.i was told to contact the insurance Companies which I have done and they tell me to contact the Armor Storage. There giving me the back and forth. 

  
  
  Sincerely,
  
  Sandra *****

• Initial Complaint

  03/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to the business to get a refund of my deposit. I was harassed by the storage manager about him and another person I was with . I told him I had nothing to do with him and another person getting into an altercation. He still harassed me about something I had nothing to do with. I think it's very unprofessional and I felt very unsafe. I did call the police for assistance.

  

  Business response

  03/30/2023

  Kendra is not an Armor Storage customer. She won a unit in lien status through the online auction website- ******* *********. On the first day at the facility to pick up the auction items in the unit, Kendra's guest was very confrontational with the manager of the property. Kendra came back the next day with the same guest to pick up her cleaning deposit given for the unit. The manager explained he could not return the deposit until the unit was completely cleaned out, per the ******* ********* terms for buyers, then Kendra's guest became confrontational again, including yelling and cursing at the manager. The manager told them they had to leave the office or he would call the police. Kendra eventually finished cleaning the unit and was given her deposit back. Kendra's guest has been banned from all Armor Storage facilities. ******* ********* has been notified and Kendra has been banned from bidding on auctions at Armor Storage properties.

   

  ******* ********* Terms, Section E

  E. The successful bidder will have specified clean out time from notification that the bid has been accepted to pay for and pick up the property during the storage facility's office hours. Access to unit(s) will not be granted until the bidder has paid in full, including any cleaning deposit(s) if the storage facility elects to collect them. If bidder fails to pick up the property within the specified time the winning bid amount, internet premium, any applicable sales tax, and the specified cleaning deposit may be charged. If the successful bidder pays for the unit in full but fails to completely remove all of the items from the unit (leaving the unit in a broom swept condition or executing a lease for the rental of the unit), the specified cleaning deposit will be charged.

   

  Customer response

  03/30/2023

  This is completely false, I did not return with anyone and my guest did not do anything wrong the manger was very ************* and did not respond to me well he was upset with my guest but, took it out on me. I did call the police while I was at the storage location. And have proof that I was there alone to pickup my deposit that is why I called the police I felt not safe with the manager. And I told 911 I felt not safe 

  Customer response

  03/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Kendra *****

  

  Business response

  03/31/2023

  This is a closed matter for Armor Storage.  Kendra tried get her deposit without fulfilling her obligation to cleaning out the unit and her guest tried to act as her enforcer. Kendra is no longer allowed to bid on auctions for Armor properties. Her guest is banned from our property. We have all paperwork and camera footage from both days of incidents. Our manager acted appropriately to deal with the situation. The police were never at our facility.

*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. ↩