Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 21, 2024, I signed a month-to-month lease for a 10' x 10' storage unit at Santa Fe Self Storage located at 1501 Third St, Santa Fe, NM 87505. Please see the attached receipt. While inspecting the unit, I noticed that the door mechanism was not working properly. I notified the manager ********, who assured me that it would be fixed before my move-in date on June 25. On Monday, June 24, I called to confirm that the door had been fixed, and an employee named ***** assured me that it was. However, when I checked the unit on the move-in day, the door was still not working. I personally showed ***** that the door didn't close, and he said I needed to jump on the footplate while sliding the door mechanism closed. Even after attempting the suggested method--which incidentally is absurd--it was still inoperable. ***** witnessed it not working and offered two solutions: I could take the unit as it is (nonfunctioning) or leave and get a refund. I chose to find another company and requested a refund. The next day, ***** verified that my contact had been voided and he was speaking with his supervisor about the refund. They then ignored my calls. After filing a dispute with my credit card company yesterday, Santa Fe Self Storage sent an email offering to refund me $170, but I had paid $198 and would like the full amount refunded.

  Business response

  07/19/2024

  July 19, 2024
  
  Better Business Bureau
  Dispute Resolution Department
  707 Jefferson St., NE, Suite A
  Albuquerque, NM 87109
  
  RE: ****** **** * ** ********
  
  Good Afternoon,
  
  I am in receipt of your letter dated July 9, 2024 which was not received until July 16th.
  
  *** **** leased a storage unit from Santa Fe Self Storage on June 21, 2024. She was shown two spaces – one with new doors and one with old doors. She chose the one with the old door knowing there was an old door. She was informed that we would fix it, but being an old door it would not work as well as a new door. After four days she returned to our office and told us she was having issues with the door, which was adjusted before she moved in because she wanted that specific unit rather than other one she was offered. The manager did demonstrate that the door was working well, and as is common needed some downward pressure on the plate at the bottom of the door. There is a plate on all self storage doors for that purpose. At that point she became irate and aggressive toward the manager. The door was not working to her satisfaction so, we offered her a different unit and she was informed a new lease would need to be signed to move to the other unit. *** **** continued to be irate and the manager offered that she also had the option of renting elsewhere. At that point she calmed a bit and said she would speak with the other manager.
  
  The next day she instead chose to move out and informed the manager she had chosen to move to another storage facility. So, we not able to complete the resolution to move her to the other unit. She requested a refund, which was processed as a full refund of the rent less the administrative fee ($15.00), and the lock ($13.00) she purchased which she kept.
  
  It is posted that rents are not refundable. Despite that we did refund her rent 100%, and we would not have charged any additional admin fee to move her to the other unit had we been given the opportunity to do so. She kept the lock so that would not be refunded.
  
  We have not received any notice of chargeback regarding the credit card payment, except in the BBB complaint letter. It may be a while before that comes to me from the merchant processor. Given that she was refunded $170.00 (receipt uploaded) it does present an issue, that she has also requested a chargeback through her credit card company.
  
  We made every attempt to resolve the issue with *** ****, and feel the complaint is unwarranted given that it is unreasonable that she is requesting a refund for merchandise she kept. An administrative fee is generally not refundable. At this point, I cannot refund the administrative fee due to the chargeback, even if I was willing to do so.
  
  We have made significant efforts to make things right, but for the reasons stated above, additional refunds are not possible or appropriate.
  
  Sincerely,
  Forrest R Thomas 

  Business response

  07/22/2024

  Date Sent: 7/19/2024 6:24:09 PM
  July 19, 2024
  
  Better Business Bureau
  Dispute Resolution Department
  707 Jefferson St., NE, Suite A
  Albuquerque, NM 87109
  
  RE: ****** **** * ** ********
  
  Good Afternoon,
  
  I am in receipt of your letter dated July 9, 2024 which was not received until July 16th.
  
  *** **** leased a storage unit from Santa Fe Self Storage on June 21, 2024. She was shown two spaces – one with new doors and one with old doors. She chose the one with the old door knowing there was an old door. She was informed that we would fix it, but being an old door it would not work as well as a new door. After four days she returned to our office and told us she was having issues with the door, which was adjusted before she moved in because she wanted that specific unit rather than other one she was offered. The manager did demonstrate that the door was working well, and as is common needed some downward pressure on the plate at the bottom of the door. There is a plate on all self storage doors for that purpose. At that point she became irate and aggressive toward the manager. The door was not working to her satisfaction so, we offered her a different unit and she was informed a new lease would need to be signed to move to the other unit. *** **** continued to be irate and the manager offered that she also had the option of renting elsewhere. At that point she calmed a bit and said she would speak with the other manager.
  
  The next day she instead chose to move out and informed the manager she had chosen to move to another storage facility. So, we not able to complete the resolution to move her to the other unit. She requested a refund, which was processed as a full refund of the rent less the administrative fee ($15.00), and the lock ($13.00) she purchased which she kept.
  
  It is posted that rents are not refundable. Despite that we did refund her rent 100%, and we would not have charged any additional admin fee to move her to the other unit had we been given the opportunity to do so. She kept the lock so that would not be refunded.
  
  We have not received any notice of chargeback regarding the credit card payment, except in the BBB complaint letter. It may be a while before that comes to me from the merchant processor. Given that she was refunded $170.00 (receipt uploaded) it does present an issue, that she has also requested a chargeback through her credit card company.
  
  We made every attempt to resolve the issue with *** ****, and feel the complaint is unwarranted given that it is unreasonable that she is requesting a refund for merchandise she kept. An administrative fee is generally not refundable. At this point, I cannot refund the administrative fee due to the chargeback, even if I was willing to do so.
  
  We have made significant efforts to make things right, but for the reasons stated above, additional refunds are not possible or appropriate.
  
  Sincerely,
  ******* * ****** 

*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. ↩