Complaints

• Initial Complaint

  07/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been contacting customer service and the store with no luck at all. Our unit keeps getting the red lock despite being on autopay and there's be absolutely no reason for a red padlock. Any time I attempt to ask someone about it I have to start all over with my story and they just act like they don't know. They don't even try. I've lodged two customer complaints that I'm told would result in the property manager calling me but no one has. I've been tried to reach out to the district manager and he hasn't contacted me back yet. Someone needs to contact me and explain why the red padlocks keep getting out on my unit despite your own office staff saying there's no reason for it.

  Business response

  07/13/2022

  We reached out to the person who filed the complaint; however, they are not a tenant of our self-storage facility and cannot discuss any account information with them.  They would need to discuss with the tenant who signed the lease.  We did review the account in question and did not see any issues with nonpayment so there is no overlock at this time.  We will continue to discuss any financial matters with the tenant only.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/16/22 My daughter and I went to my storage unit, opened the door and discovered that everything inside was strewn about, tossed over, smashed, appeared wet, covered with brown slime and there was black mold on many things. We went to the front office to report what I found. As we walked backed to the unit, the front office worker said they had a contractor do work on the roof. He left a hole and put a tarp on top, held down be bricks. A storm came up. The tarp became a pool, broke and water spilled into the facility. Most of the cases have long since been settled. I asked when it happen, she said 2019. l asked why I had not been informed. She went back to her desk, opened her computer and said I called twice in 2019. I asked why didn't I get a letter. She said we don't do that. I said I get letters when the rental changes, when my payment is late or short, why not for this. She said that's another office. I asked, why the other office didn't send me a notice. I said I want my money back. I've been paying for a climate controlled unit that is suppose to protect my books, valuable, keepsake and sensitive items. But instead I've been paying for a unit of molde, mildew and brown slime that is now a Bio-Hazard which I cannot and will not touch. It needs to be remediated by pros. at Compass expense not mine. She laughed at me. 5/18/22 Compass Returned my last check. I thought this ended the contract.6/23/22 Received notice of late payment with a late fee. (WHAT?) I want my money back from the time of the incident up to the returned check. $6,655.55 for services NOT RENDERED AS ADVERTISED/Agreed To. I'm 73 yrs. with eye and leg issues. I feel totally victimized, misused and abused. If my daughter had not taken me that day, I still would not know and I would still be paying for the mess they made. The site/unit is Bio-Hazardous for all who enter/work there Black Mold is a Carcenogen and causes pheumonia. .

  Business response

  06/27/2022

  Our team has been trying to contact Ms. ******* on several occasions and kindly ask that she contact our District Manager, Shawn M******, at ***** ******** **** *** to discuss the matter at hand so we can discuss a resolution.  She has also been sent a release form from ****** ********* for the claim she filed and, upon signing the form, they will process her claim.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Started services with Compass in March of 2022. As soon as I walked in Ian C***** tried to up sale me stating we would need a bigger unit (I based our unit off of their website suggestion for home size). He was also trying to charge me $50 over the online price that they offered. When I pointed this out he immediately got defense and said oh I have no control that’s all corporate I can’t control the pricing….but I’m standing in front of you with your pricing and your trying to overcharge me. But then when I told him due to his odd behavior and trying to scam for more money I would probably be going somewhere else because Compass is more expensive for our area suddenly if I got a quote from another place he could price match?? This was all a very confusing interaction but I made the poor choice and proceeded. I made it very clear we did not want to be put on autopay because I was feeling very uncertain after this interaction with Ian. I did opt in to email and text reminders for bills. The first problem arose when my husband and I showed up to our unit to put our lock, which I made very clear to Ian we would be using, and there is a yellow lock on our unit that is locked and we do not have a key. Our only option due to the office being closed and no emergency number given was to cut the lock off. Now 2 months later I’m told they aren’t required to send the bills. This comes after I called Ian and Lisa out for the bill remainder not being sent until a holiday weekend (which was 3 days after the supposed bill was due). I had a question on this particular bill but it was a holiday weekend and I was out of town so I waited to call when I was back and was met with a very arrogant attitude from both “managers” Ian and Lisa. Neither seem to understand their fault or frustration and have the worst attitude. I highly advise they are demoted if not removed from your company. They need more customer service training at the very minimum. The late fee should be removed.

  Business response

  06/14/2022

  Attached, you will find the initial reservation email that our facility received, along with the rental ledger that shows the payment amount that was given to Ms. *******.  Per the lease that Ms. ******* signed, rent is due monthly on the anniversary date of when the lease was initially signed (leases are month to month and can be terminated by tenant with 10 day written notice).  The lease also states that the late fee structure set forth by the GA Self Storage lien laws, starts five days after rental payment is due.  Our facility manager and District Manager have both reached out to Ms. ******* to discuss the late fee structure further, but have not received a return call.  To date, the account is now current and paid in full and we should consider the matter closed.  Thank you.

*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. ↩