ComplaintsforAccess Storage

• Initial Complaint

  22/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The facility company has raised their price $17 as of November 2021. They did not provide any explanation as to why my rent on the unit was raised. They simply stated the rent on this unit is being raised an additional $17, effective immediately. Only two weeks notice was given for the next month. I have been renting my unit for almost six months in January, since July 2021, on a long term basis.

  Business response

  01/02/2022

  Business Response /* (1000, 10, 2022/01/20) */ Contact Name and Title: Ken J. - Regional Mngr Contact Phone: XXXXXXXXXX Contact Email: ******@accessstorage.ca Dear Better Business Bureau, Thank you for allowing us to respond to *****'s concern. It is unfortunate that she has gone through the bureau and has not mentioned this issue to the team at the store, as we are always happy to address concerns directly with our clients. In our User Agreement, we do have the provision stating "The User Fees set out in the Rental Invoice may be increased from time to time by the Owner, in its sole and absolute discretion.". We have to include this due to the ever changing environment we operate in. This year our cost of business has increased due to increased rates from many providers including the likes of pest control, snow removal, and security monitoring. As a result, when we assess individual units for the price they are paying, there is occasionally a need to increase their rate to keep up with our increasing costs. We realize that any increase would require advanced notice to our clients. We make sure to give at least 30 days notice in writing, This is done through email to ensure they receive the notice well in advance and have an opportunity to plan for the increase. An email was sent to ***** on October 4th to notify her of the change which would take effect on November 9th. Since she had a cycle of rent that started on November 4th, that meant that her new rate did not come into effect until her December 2nd cycle of rent. In total, she was given 58 days from the date of notice to the date she was expected to pay the new rate. We again appreciate the opportunity to respond to *****'s concerns, and hope that this was a sufficient explanation.

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