Complaints

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello. My name ****** *****. Assdress P* *** *** ******** ***** ** ****** ****** *** *** ****. In April I contacted manager to Los Lunas Self Storage West at *** *** ****** ** *** *** ***** ***** on the first of month, gave a new card number to take from direct withdrawal to make a payment each month. I gave her a new phone number to contact me. I quoted to her at end of call, Please take note of my new number. Apparently she didn't write it down to put in the computer. I of course received a note in mail how much is due for payment each month BUT they were to withdrawal the money so Of course I assumed it was paid month of June as it was automatically paid in May, well on Saturday June I0th called my bank automatic number to get my balance & seemed off to then I got info on bills that were paid. I noticed the 75.00 did not come out to be paid. I also informed on their machine that I was just informed by the place I reside has an opening storage for me that my things would be moved between the 23 to 25 I called storage after 2pm no answer. I called Sunday left messages for it was closed. I called the other storage connected to the storage I used, no answer, left messages. Monday the 12th spoke to manager *******. I asked her what happened. She said the card declined. The card declined because my banker given me a different card with another new card number once again I was (not aware of its change). However ******* could had called me. I received no call to my new number I gave her, when she knew the card declined on the first of June, she claimed. In May it was paid on the 3rd, not first by automatic. ******* said she mailed me the past due date. of june. Well I did not receive that as of today June 12th. If she had mailed off on the first about the declined card, I would had received it before the 5th, for after the 5th Im charged money per day of lateJune. I could had called her to pay the bill. I asked if she would wave the 20.00. She said she has no way of doing that. So I asked for the owner to talk to about it. She said she has no way of contacting the owner which is a lie of course. Then she stated a family member of the owner passed away which has nothing to do with me. To resolve this, is to give me back the 20.00 for her been irresponsible at not getting my new number in the computer system as I asked her to note down. She told me that it's in her caller id...Well that unfortunately didn't help her to contact me when card declined. I asked for owners info, email & I was refused the info. Thank You ******

  Business response

  06/13/2023

  It looks as if there was some miscommunication between Ms. ***** and our property manager.  We would like to apologize for this and have refunded the $20.00 late fee which was applied to her account.  We have updated the account with her correct phone number and address. We are very sorry for any inconvenience we have causes.

   

  Customer response

  06/20/2023

  Thank You. I will have to check my bank

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