ComplaintsforMaple Leaf Self Storage Inc.

• Initial Complaint

  21/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been a long time upstanding customer for many years at same location. I was recently contacted by email regarding supposed damage to my locker. I rushed over the next day to see if my contents were affected. I was met by the manager-Patrick about the 4th or 5th since I have been a customer there. He and I went yo my locker and there was no visible damage to my unit or adjacent unit. I even opened the locker and took photos for my own records. He gave me some *********** ultimatum that I had to 1.provide him with a key to my storage unit 2. Move my contents to another locker or get *** * out. I was extremely put off by his demeanour and his take it or leave it attitude. I told him my rights were being ******** and none of these options were appealing. Patrick then told me if I didn’t comply that *** ****** ***** ** *** **** *** *** it took every ounce of control not to go ballistic at this point. I asked for corporate head office contact to which he refused to provide with a **** look on his face. I work 60 hour weeks so moving to another unit was not an option and I certainly didn’t want to have to deal with finding a place for my valuables-so begrudgingly handed over my key. This is totally unacceptable! As I handed my key over I asked what assurances my stuff wouldn’t be messed with and he told me flat out that there were absolutely no assurances on behalf of him the manager or the company. How is this company in business treating it’s customers like this? It’s been stewing in me since it happened I was shaking with anger that day there. I demanded he send me an email confirming that I left a key there. It’s been a week or so now and I have heard nothing from them and I have called multiple times during business hours and I guess they are screening calls from my number. I don’t know what else to do so I’m filing a complaint for this ********* behaviour.
  

  

  Business response

  23/02/2024

  This letter is in response to your email of February 20, 2020 regarding the above complaint.
  
  Our head office has reached out to Mr. ** directly to hear his complaint and to address his concerns.
  
  We had conversations with the management team at the store and acknowledge that there was some miscommunication regarding the work that needed to be completed that could have been handled better.
  
  We apologize for the frustration and the time it has taken to resolve the issue.  We are happy to confirm that the repair work that is required has been completed as of this morning (February 23, ****) and in consideration for the inconvenience to Mr. **, we have offered a discount on his next months rent.
  
  We will be working with store management on ways to communicate with our tenants more effectively so issues such as these dont arise in the future.
  
  Mr. ** is a good tenant, and we have not had any issues over his ten years of doing business with us. He has indicated satisfaction with the offer and we are pleased that this issue is resolved amicably.

  Customer response

  24/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  20/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rent a unit from maple leaf self storage. Month later I’m hospitalized *** ** ***** *******. Thinking my bills be paid. I get out hospital and get a call from them stating it’s going auction. So work out a time line with them to pay. So it didn’t go to auction. My money’s end up coming late . Which I stayed in contact with maple. On Oct. 18 I talked to the guy I been talking to for the last month. He told me they talked to head office and came out with a discount amount. Which was no interest and no late payments and no rental charge for October. So now I’m having issues on where to put storage because there policy states after late payments you have to move out. So on Oct. 20 I called maple on the last date I can pay. They say Oct.21 and for this amount. Well ends up they are charging for everything. And manager is denying that he said to me on reducing price. And he’s on days off for two days. Which puts it one day after deadline. They tell me you can talk to him on Sunday but I have to pay on Saturday. They tell me also they sent out a registered mail to address they have. But I informed them that I was ******** since august. So no way I could get the mail that I would never get. So now I don’t have my belongings and they expect me to have another $500 to what they said to me. I pay it but leaving me nothing to move the storage and store elsewhere. I have one day to come up with another $500 to there **** true.

  

  Business response

  30/10/2023

  Dear Sir/Madam,

  We spoke with Mr. *. before receiving this complaint and were able to resolve this issue to his satisfaction.  

  Best regards.

• Initial Complaint

  21/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was shopping the for deals on a storage unit close to home. I found Mapleridge storage buy 1 month get a second month free. I booked my unit. When i move my stuff into the unit. - rent a truck - hire help They tell me thats an old promotion and refuse to honor it. After i pulled up with my loaded *****. All of the sudden it isn't the deal. Using fake adds to get people in the door. Pretty hard to get another storage unit last min. There were 3 other deals i would have chosen had it not been for this deal that they advertised. When confronted they did nothing to solve it. Then i was told it is from a 3rd party company... It is my belief that they did this to take full advantage of people. As it is very tough after moving your house, working all day, pulling up . To have company deny the deal. ** ** * ****** ******** ********* It leaves you between a rock and a hard place! 100 percent to the companies advantage. I would not have rented a unit from this company. ** * *** *** ***** ********* ** ******* **** **** * **** * ****** **** ** ***** ** *****

  

  Business response

  23/06/2022

  Dear ****,

  We understand how finding an offer on this third party website may have caused some confusion, as the details of the offer were not clear. Since this issue was brought to our attention, we have requested that the website owners include some additional wording directing the viewer to contact the store for details of the offer. We hope that this will eliminate similar issues in the future.
  
  As a gesture of goodwill we would like to honour the listed promotion and offer your next month of rent for free for your stress and frustration.  We hope this addresses your concerns and that the rest of your experience with Maple Leaf Self Storage is positive.

   

   

*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. ↩