Complaints

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Loveland store and lock double charged me for the month of April. So instead of just having the unit for April, we had it for April and may because I paid 125. Then when they said they would give me a credit to make up for that for the month of June, but they applied it to May which had already been paid for. They then proceeded to charge me 100 for the month of June which should have been the credit since they did not issue a refund from the double charge. The manager said he would need to talk to his regional manager, the one who double charged me, and issue a refund. He said it would be coming from Canada which makes no sense. I have still not received a refund or had anymore communication from them.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mini Mall Storage bought ******** **** * **** in April 2022. I called with new pymt information as the former could not transfer that to the new **ners. When I spoke to the call center, I was 95% sure I had signed up for auto-pay. I paid the first amount due. I received an email from them 4/5 to send in a signed lease and auto-pay. They say the documents were not received. I had every intention to continue as a customer and keep my business there. I received no further communication til 6/4 when I was told my acct was in arrears for part of April, all of May and all of June, PLUS $125 LATE FEE. As it was the weekend, I waited to talk to someone today. This morning I received an email that another $10 late fee was assessed, I was going to get hit w/$175 additional lien fee, and my items would be put up for auction 6/21. I called the business, speaking to Mike. Mike told me he could sign me up for auto-pay, which he did, and found my credit card information was in there but my account sh**ed not signed up for auto-pay. I said he could also take out the $197.82 for the balance of April, all of May & June, and the protection plan. I wanted to check with the insurance co. to see if my existing policy would cover the items stored, and he said they could always credit back the $19.95, so I agreed. Mike spoke to his "ROM", and called me back, saying they would not take off the late fees. I asked to speak to ROM, so he gave me her contact info. When I spoke to Sandy, she reviewed my account, & said they sent the email on 4/5 & never got the documents back. I said, so wouldn't you contact me again to say it hadn't been received, & my account is in arrears? She said w/o the signed documents it would be illegal to charge my card. I said, again, why wouldn't you reach out to say the documents and money weren't received? I said Mike had no trouble taking my payments & setting up autopay w/o a signed lease. When I said I'd contact BBB, she said she'd be terminating my lease.

  Business response

  07/28/2022

  Good afternoon ****, 
  
  Thank you for the prompt response. The information provided by the tenant does not accurately reflect the events of the situation. I refunded the tenant and have attached receipts, notes and her account ledger as proof. Upon purchased of the site we mailed out welcome letters and month to month leases, the tenant did not want to execute or sign the lease months later. I notified her that if she did not want to sign a lease, I would not be able to permit her to continue to store with us. She chose to move out, I refunded her the unused days directly to her credit card. She is not out any monies, only we are. 
  
  /26/2022 2:54 PM SD: Email - Collections call from Mini Mall Storage - ********
  
  6/9/2022 8:28 PM SD: Note - Move-out effective 6/9/2022
  
  6/9/2022 3:47 PM MK: Note - Tenant came in stating she is moved out of the unit, and was expecting a credit for half the months rent.
  
  6/6/2022 4:00 PM SD: Note - A new eDocument 'Lease #5' has been created for ****** ******. ******************************************
  
  6/6/2022 3:14 PM SD: CollectionNote - Sandy D** - Regional Operations Manager ROM
  
  6/6/2022 3:13 PM SD: CollectionNote - Tennat was given my RC # to call, asnwered call. Pulled up the account. Tenant is upset about the lien fee. She wants it waived, but has not signed an AP or lease for MMSP. Explained she needs to sign the AP form and lease. She does not want to. Stated she plans to file a complaint with the BBB. Explained that if she does not sgn the lease, she accepts the terms of the lease or we can term the lease and I will even refund half a month rent. She wanted my supervisor's number to get the fee waived. Explained I cant provide that, but I did give her the call center #.
  
  6/6/2022 3:00 PM SD: Email - Lease #4
  
  6/6/2022 10:19 AM MK: Note - A new eDocument 'Autopay Authorization' has been created for ****** ******. ******************************************
  
  6/6/2022 10:15 AM MK: Note - Automatic Billing: ACH Savings Code changed from None to None
  
  6/6/2022 10:12 AM MK: Note - Send an Invoice changed from False to True
  
  6/6/2022 10:12 AM MK: Note - Charge Invoice Fee changed from True to False
  
  6/6/2022 10:12 AM MK: Note - Document Delivery changed from Print to Email
  
  6/6/2022 10:12 AM MK: Note - Automatic Billing: Autobill method changed from None to Credit Card
  
  6/5/2022 10:52 PM SD: Email - Lien Notice
  
  6/5/2022 10:52 PM SD: Mail Service - Lien Notice/First Class/Certificate of Mailing/Primary address
  
  6/5/2022 6:57 PM SD: Email - Past Due Notice
  
  6/5/2022 6:57 PM SD: Mail Service - Past Due Notice/First Class/Primary address
  
  6/4/2022 6:18 AM SD: Email - Past Due Notice
  
  6/4/2022 6:18 AM SD: Mail Service - Past Due Notice/First Class/Primary address
  
  4/5/2022 2:57 PM TB: Email - Lease #4
  
  4/4/2022 2:51 PM MJ: Credit Card - Credit Card Address Verification (AVS) information has been updated.
  
  4/4/2022 2:51 PM MJ: Note - Automatic Billing: Autobill method changed from None to None
  
  4/4/2022 2:51 PM MJ: Note - Automatic Billing: Credit Card type changed to ******** *******
  
  4/4/2022 2:51 PM MJ: Note - Automatic Billing: Credit Card number changed to *****
  
  4/4/2022 2:51 PM MJ: Note - Automatic Billing: Credit Card expiration changed to *******
  
  4/4/2022 2:51 PM MJ: Note - Automatic Billing: Name on card changed to ****** ******
  
  4/4/2022 2:51 PM MJ: Note - Automatic Billing: Postal Code changed to *****
  
  4/4/2022 2:51 PM MJ: Note - Automatic Billing: Street Address changed to **** ******** *****
  
  4/4/2022 11:00 AM SD: Email - Past Due Notice
  
  4/1/2022 2:13 PM MB: Note - Credit Issued: 21.51   Protection Plan  04/01/22 -  Move In Special - Waived Rest of Month
  
  4/1/2022 2:13 PM MB: Note - Credit Issued: 21.51   Protection Plan  05/01/22 -  Move In Special - Waived Rest of Month
  
  3/25/2022 3:40 PM MB: Note - Credit Issued: 20.00   Rent  03/25/22 -  Security Deposit Refund
  
  
  SANDY D**
  REGIONAL OPERATIONS MANAGER
  

  
  

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Not surprisingly, Sandy D** has not accurately described how she spoke to me and what she said. While the company did send out the email "welcoming" me to their ownership of the storage facility, I did not refuse to sign the lease. I believed I had sent in the lease, and I had to call the business to give them my credit card information. Since we had a lot going on personally, I thought I had signed up for autopay. They had my credit card information in their system but said I was not signed up for autopay. I heard NOTHING FROM THEM until I owed part of April rent, all of May, and a few days of June when I received the letter of lien charges IN EXCESS of $130. Since it was a weekend when the email came, I waited til the business was open on a weekday. When I was aware they did NOT have me on autopay, despite having my credit card info, I told the local store manager I wanted to pay all the rental charges due through all of June, since I always pay my bills and we needed the storage unit through July, since my furniture was going to my daughter's apt. out of state on August 1. I asked him to please set me up on autopay, but do not pay the late fees. He charged my card as requested. I told him I thought it was unreasonable to bill all those charges when they made no effort whatsoever to let me know they had not received payment for the overdue rental charges. He apologized he was not authorized to remove any fees, so I asked to speak to his ROM, (Ms. D**.) 

  He gave me her name and number and I left a message for her. Ms. D** returned my call, and said she would not remove the late fees and I needed to sign the lease and return it to them. I told her I wanted to keep the unit through July, but I was not happy that with absolutely no communication to me about missed payments they billed these exorbitant fees, and as a new owner in our community this was a lousy way to introduce themselves to the area. She said they couldn't charge my card anything without a signed lease, so I needed to sign the lease. I said, that's funny, as the local manager was perfectly able to charge the amount of rent due when I asked him to. She said she told him he shouldn't have done that without a signed lease. That's when she had him or she sent me the lease electronically (why wouldn't they have sent me electronic reminders if they hadn't received my lease?) I asked to speak to her supervisor and she said was the supervisor. I said I'm sure she answers to someone else and I would like to speak to that person. She refused to give me the name or number, just referring me to Customer Service, which is not authorized to issue refunds either, so it would have been more wasted time. I said if she was not going to give me the contact information for her supervisor, I would contact the BBB to see if they could help me. It was then that Ms. D** said quite rudely that she wanted to notify me that IF I DID THAT SHE WOULD TERMINATE MY LEASE. I was incredulous at that reply, but told her I would indeed be contacting BBB as clearly this operation was not being run professionally. Why would I sign a lease now when she said she would terminate my lease? I filed my claim, my husband and I rented a van, and we emptied the unit. Upon letting the local manage know I had emptied the unit (he and Ms. D** were cutting a lock on a unit across from us while we emptied it), he said we could keep the lock in case we wanted to use another unit in the future. 

  I was refunded for half of the month of June even though we cleared the unit before the 15th, but I didn't want to risk being locked out. The money they are "out" are their exorbitant late fees. I paid my rents in full. Will never use Mini Mall again and will share my experience with all those considering using them, making sure they sign up for autopay as the fees are where they make their money and they don't care about customer relations.

  
  
  Regards,
  
  ****** ******
  

*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. ↩