Complaints

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  As per the lease for this 24/hr rental storage unit, I notified the business (by 8/20) that I would be coming up to vacate the unit and that would be the last and only day I could do so. Upon simply asking a question in regards to the kiosk payment, the owner told me "You need to read the disclaimer. Any change will go towards the next month". I was met with a nasty attitude every time I had called with a question. I told her the payment process had been very difficult and that they had been really rude. She then denied my 24/hr access to my unit to Monday-Friday from 9am-5pm, and hung up on me. That was Sunday afternoon on 8/20 and I had driven 2 hours to go to my unit to empty it. I explained that I had given her notice by the date requested and that the date would be my last day I could make the trip. She still refused my access, refused to answer my phone calls and sent me an email stating I needed to have the unit emptied by the end of the month or that I would be charged for additional months. I'm now unable to retrieve my property, and she has also denied my web access to my account so I have no idea what is going on there. This woman went out of her way to restrict my access from obtaining my property on the last day I could do so, knowingly, with the expectation that I would continue to pay for the unit that I would not be back to.I spent the better part of the day making the trip to Bellingham, spending $100 on gas to get there, losing about $400 worth of my property, and now with the concern that she will continue to bill me until it goes to collections. I do not owe this woman a dime more, and in fact, I would like to be reimbursed for my items, gas, and the $220 I spent at the kiosk to not have access. It is a complete disgrace that this is how a business owner functions and treats customers. This could have been resolved very simply by allowing me the access I had paid for to empty the unit. It feels a lot like fraud and theft at this point.

  Business response

  08/21/2023

  *********************************, we politely disagree with your complaint. You did give your written notice, and then you got very upset at ** when your account was PAST DUE both a Late Fee on 8/7 and PreLien Fee on 8/15. Not sure why, when your payment went late on 8/7 you made no attempt to pay it until 8/20/23. It was explained to you that since your payment was over 15-days late, that only a cash payment could be made, and that a Credit Card payment form could be emailed that had a 5:00pm deadline to be back that day.Its unfortunate that we tried multiple times to assist you, however you were very demanding and hard to deal with. All fees and rental charges are well explained through out the lease process.
  
  On 8/17/23 we emailed you another credit card payment form, which again was not completed and emailed back to us prior to the 5:00pm deadline time. On 8/17/23 you emailed us:  I am now at work and I cannot complete this form. 
  
  On 8/19/23 you emailed us:  No, I cannot make a cash payment today as I do not live in **********.  I filled out the payment form form on Thursday to pay my bill but there is still a balance due.
  
  On 8/19/23 at 5:36pm we emailed you:  Please read your email below as you did not send any completed form, as you stated on 8/17 that I am now at work and I cannot complete this form. Yes, full cash payment can be made at the Kiosk. If you need any further assistance please call us during business hours. Office Hours are 9:00 a.m. to 5:00 p.m.Monday-Friday. Office will be closed on all weekends and on all major holidays.
  
  On Sat 8/20/23 you called after you had made your cash payment, and you were very angry when you called us that you overpaid, you said some horrible untrue things, and made demands that youd do damage onsite if we didnt comply with refunding you. I remained calm, and let you know that the Kiosk clearly stated as does your lease that there are No Refunds, and stated you could have come with exact change, which you did not do.
  
  Due to your demands and threat to do damage if we did not refund your $15.00 overpayment you made on your own, we had no choice but to ask you to cool down and let you know your access hours had been changed, and that you could come back the next day during business hours. For over 15min you blocked the Gate Access Keypad with your car, and I called you to request that you leave the Facility and come back during your updated gate access hours the next day, which you refused to do.
  
  You stated, that if someone came and used their code youd follow behind them, which is clearly not allowed as that is considered Trespassing. For over 2 hours you stayed parked beside the Facility warehouse waiting, until you gave up and finally left.
  
  If you had not made your demands and threats to do damage, you would have had access to your unit.Unfortunately due to your actions we made the choice to update your access hours, and request you come back after you cooled off for safety/security reasons.
  
  Clearly you have until 5:00pm on 8/31/23 to retrieve your belongings, and leave the unit broom swept,and lock off. This is clearly your choice if you choose to do this, as the lease will automatically renew until unit is swept and lock is removed.
  
  We do our best to keep a safe and secure facility, and would say that the facility rules are in place for everyone's safety and security.
  
  We are kind & honest, and have hundreds of very happy customers. Hope things go better for you in the future.  (Attached we provided some proof just to show that we communicated very clearly, even when we could outside of our business hours)

  Customer response

  08/22/2023

   
  Complaint: 20502221
  
  I am rejecting this response because:
  

  You are an absolute liar and a *****.  I made no such comments about doing any sort of damage to your property.  Sure, I waited to see if I could get in behind somebody, but I never had any intention of destroying property.  That is preposterous.  I told you that you didn't make the payment process very easy and that you had been rude each time we had spoken, which you were.  I've read your countless one-star reviews on ****** and yelp with multiple complaints about your poor business conduct as well as your lying.  I will say, you have quite the reputation.  

  You are right, I paid a late fee (with no problem) other than the fact that I had to overpay due to your kiosk not giving any change.  Yes, I attempted to pay several times prior to the 20th, but your website is not set up for such convenience, but that is besides the fact.  This has absolutely nothing to do with the late fee and everything to do with the fact that you restricted my access after I had paid and was waiting at the gate to remove my items.  I made it very clear that I was vacating that day and that was the last day I was able to do so.  I could have just collected my items, cleaned the unit, and this would be done.  Instead, you went out of your way to be vindictive and attempt to collect more money.  You are not fooling anyone; your greed is apparent with your actions, and your reviews say it all.  Good business owners take pride in conflict resolution and honesty.  It's unfortunate that you do not conduct yourself, or your business in any such way.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi there I have two storage units at *** a nut storage unit. August 1st we paid $1,100 to access both units so we could vacate them. The owner was present when we vacated our first unit and we told her that we had run out of time for the day and with our U-Haul and we would be back for the other. In the meantime she is currently still charging us for the vacant storage unit and claims we did not write a letter of vacating. The storage unit is in my husband's name and he is now incarcerated. *** a nut will not give me access to my other storage unit to vacate and now has a lien on it actually both storage units have a lien on them for over $600 balance. And now it being after the 5th of the month I'm sure she'll try to add on late charges. All I was asking was for her to be reasonable let me pay and let me get my items out. She's telling me I have to pay both storage units before I can access my one. Not to mention they make me schedule a ************* to come in I don't have full access after I've paid all of this money to the storage unit. She said certain days that there's nobody available to be there to assist.

  Business response

  10/07/2022

  Both units are your husbands units and they are both LATE, and your comments are dishonest as both units need to be paid in full prior to access. We follow **************** Law which is why you were sent several notices. Why get upset at us, when your husbands account is PAST DUE.

  
  We also have not received for either of your husbands units, the Move-out notice that is required on or before the twentieth (20th) day of the month by Certified Mail or Email of Tenants intention to vacate Unit # storage space. If the required written notice has not been sent the lease will automatically renew for one (1) full month.

  
  We have many happy customers that have come back and referred many people to us, as they like our honest and friendly service. Its too bad that you have chosen not to be honest.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for a storage unit under the impression it was 24/7 access. Well one night my boyfriend, *********************** who is the tenant, tried to access the unit at 230 am to grab a coat and drop off some belongings. The code given to us did not work. He jumped the gate to gain access. The next day the business restricted the hours we are able to access the gate. This is unacceptable. It is their fault the code did not work that night. They advertised 24/7 access and we paid for that. Now we are not being given what was advertised to us. And can't even access our belongings on the weekend! They will not answer the phone when we call. We would like a full refund or to have our access reinstated please.

  Business response

  06/17/2022

  Storage unit space is to be used for storage of property only and no other use. Tenant was staying in the storage unit for hours in the unit, and the storage lease prohibits using the storage for any other use due to security/safety issues.
  

  Tenant was given updated access hours during Business Hours from (9:00 A.M. to 5:00 P.M. Monday-Friday).

  If Tenant is not happy he can give us his written Move-out notice on or before the twentieth (20th) day of the month by Certified Mail or Email of his intention to vacate Unit #C366 storage space. If the required written notice has not been sent the lease will automatically renew for one (1)full month.

  We do our best to keep a safe and secure facility, and would say that the facility rules are in place for everyone's safety and security.
  
  We are kind & honest, and have hundreds of very happy customers. Hope things go better for you in the future.
  

   

*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. ↩