Complaints

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  - I signed my lease on April 12, 2019, agreeing to a monthly rent of $89, with an insurance fee of $12, and a $5.34 tax, for a total of $106.34/month. - January 25, 2020, we arrived at our unit to find that it had badly flooded, and found a dead mouse in our unit. I had sent an email. They responded by asking me to take some photos, which I sent on January 27th. I then went in and opened a claim, however, I could not finish the inventory, as I didn't have space at home. Regardless, this is not the main issue.- January 28, 2020, the rent was increased the first time, to $98, with a tax of $5.88, and insurance fee of $12, totaling $115.88. I was informed of this increase.- By August 12 2020, my rent was increased to $110, with a tax of $6.60, plus $12 , totaling, $128.60. I was not informed of this increase.- By May 12 2021, the rent was once again increased to $123, with a tax of $7.38, plus $12, totaling $142.38. I was not informed of this increase.- We had begun the process of moving from address A to address B around June 2021, but still received our mail until around July.- By June 13 2022, the rent was increased to $143, with an $8.58 tax, and $12 insurance fee, for a total of $163.58. This is both the first increase we can wholly be held accountable for not being notified, and the largest increase, at around $19 in total.- Before February 27 2023, I started attempting to reach out about my rent. I sent a message via the contact form around that time. On the 27th, received an email informing me my payment was late. I responded that I would like to discuss my rent first. - Since then, I have called multiple times, and was told I would receive a call from the district manager within 72 hours (or, by Monday, March20, 2023). I've heard nothing, and now have a lien fee on my account. I was called by someone asking for payment, and informed him that if the district manager does not reach out to me by the end of this week, I will begin talking to a lawyer.

  Customer response

  03/28/2023

  I hadn't noticed each location had their own page. This complaint is actually for the Upper Chichester location at *************************************************************************************************************************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My bill is due on the 21st of the month granted I was a month behind because I started a new job and I had not been paid yet. I contacted the business on 11/22 and spoke to the site manager. I requested my balance she stated it was $478 and that I can pay on Friday 11/25. I ended up getting paid early on 11-23 so I called to pay my bill at 3pm and no one answered the phone. I figured they left for the holiday and I would just go pay it on Friday 11/25. I go to pay my bill during office hours and no one was there. The sign on the door stated that the office would be closed on thanksgiving NOT 11-25. So I try calling to do an automated payment and my number is filed under someone named *******, not me. So I’m calling customer service who only puts me through to the office where no one is there to answer. On 11/26 I returned To the office at 12pm still no one there. I called customer service AGAIN and told the man what was going on that’s when he told me I now have to pay $655 because I waited too long to pay. He also stated that this was on the company because the office was supposed to be open on 11/23, 11/25, and 11/26. So he put in a ticket for a district Manager to contact me within 24 Hours. NO ONE CALLED! So I called back and finally spoke to the Site manager who basically said they know they were closed but there is nothing she can do and they will auction off my property. I asked again for the district manager to call me back and a very condescending Lady named ******* called me and basically told me” I don’t mean to be rude but you should have paid before this. I told her I called on 11\22 and was given a balance of $478. ******* admitted that it wasn’t the right information but again there isn’t anything she is going to do. Also refused to give full name of herself and her supervisor and also refused to give the corporate number. All I am asking for is time given I was given the wrong information and no way to pay my bill.

*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. ↩