ComplaintsforGuardian Storage

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told my things had to be out by the end of month. The employee said by Sunday the last day was 3-31-2024 I showed up to take my things early morning and they were closed. I showed up to the storage to return the keys today Monday 4/1/2024 and the employee said we are still getting charged for a whole month even though i was lied to and told they would be open. I offered to pay for one extra day they refused they want a whole month of rental and they wont cancel my contract unless I pay which means theyll just keep adding the fees. They wont cancel my contract or accept the keys. Please help me resolve this as soon as possible I have a 10 day grace ****** they will continue to charge me and add a late charge even though I left the storage empty and clean. They wont pro rate or even call me back the employee says the owner is very rude and will not agree to anything less than full payment. Im am 69 yrs old, retired and on fixed income the reason I left was because I can no longer afford it. I do not have a copy of my contract they wont provide me with it. I also tried to have my daughter help me because I have a language barrier but they just turned me away.

  Business response

  04/02/2024

  Our policies are posted in numerous signs, in our correspondence, on our website, and in the contract.Rent is due in full on the 1st. The office & yard are closed on major holidays. The holidays that we are closed on are noted on signage on the gate,inside and outside the office, on our correspondence, the website and the ****** listing. Our website states: "Units may only be accessed during approved hours...The yard will be closed on the following holidays: New Year's ********************* Day ...The rental period is from the first day of the calendar month to the last day of the calendar month. If Occupant is present and in possession of the Unit on the 1st day of the calendar month, that month's rent is accrued in-full. Occupant will be required to pay the entire accrued balance...No pro-rata refund will be given if Occupant vacates prior to the end of the rental period...If Occupant has not removed all items from the Unit and/or has an outstanding balance...the Occupant remains in possession of the Unit and the Rental Agreement will remain in force..."In a statement on March 23rd we noted "The rental period is from the first of the calendar month to the last day of the month. If you occupy and or retain the keys for the unit on the 1st day of the month, that month's rent is due in-full. "She is leaving out that the Sunday in question was Easter. We have always closed on Easter and this is noted on a sign posted on the gate, on the website, on ******, and on two printed signs. Posted next to the keypad and posted on the office door. She passed by these signs on numerous occasions. We have attached some of the relevant documents and photos, although there are several other signs that could not be included due to the file limit. The occupant was speaking with a Spanish-speaking employee, so the claim that we refused to speak with her because of her limited English is untrue.

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