ComplaintsforNapa Storage and RV

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have asked this business to explain the financial charges they make to my card. They continuously charge my card with $106 the 1st of every month when the contract I signed clearly states I am to be charged on the anniversary of when I started by lease which would make it the 27th of every month. During a call, all I was told was I would not be given a refund and they could not open my unit without me physically opening it, which is an outright lie. If this were not a lie, how could they open a unit that was abandoned, which is a scenario outlined in the contract I signed. I am not abandoning my unit, but I did send the business a written notice that I would like to terminate my lease on December 27, 2022 and they have continued charging me with no viable reason.In addition, when I called on December 27, 2022 to resolve this issue, the store manager was rude and unhelpful. She did not answer my questions or help me, but she did hang up on me while I was in the middle of a sentence. During this call, she acknowledged I was putting in my 10 day notice. She then refused to answer my calls afterwards. I did also leave a notice through voicemail that I was putting in my 10 day notice through said call. At this point, I have put in the notice twice and I continue being charged prematurely on the wrong date per my contract.I have been leasing with them since July 2022 which means I have paid this storage facility well over $500+ on the wrong date. I hope this will be resolved or I will dispute these charges with my card company asap and/or escalate this issue legally.

  Business response

  01/31/2023

  According to our staff, the tenant has not made any requests for an explanation of charges.  She called our site on 12/27/22 to say she had been out of the unit since 10/23/22, but she had never notified us previously of her vacate.  If the unit door is closed, we assume a unit is being rented.  It appears she was on auto-pay but, again, if we do not know someone moved out, we do not know to stop the charges.

  When **************** contacted the site, we let her know 10 day notice is required, so we would schedule her move out for 1/6/23.  They asked that she use the app used for access, to give manager access so they could verify the unit was empty.  She was upset on the phone and verbally aggressive with staff, so they ended the call.  They did not answer when she called back, they admitted that.

  **To move the tenant out of the system, it is crucial she do one of two things please:

  • She must use the access app to provide manager access, OR
  • She may email me directly with permission to open the unit manually.

  We may not enter units without permission, unless they are in auction status.

  When this site first opened, we were on anniversary billing (so if you rented on the 5th of the month, you would always be charged on the 5th of the month).  By the time the tenant rented, we were prorating as the tenant moved in, and every tenant was then charged on the first of the month.  We call this first of the month billing.   I have included the tenants leaseif you see paragraph 2 explains the term.  In looking at paragraph 3, I can see that the lease was not updated before she signed...she must have rented within the very short period between when policy changed and the lease was updated in the computer.  For that reason, I am having her 1/1/23 payment of $106.00 returned to her card.  That was processed today, so she should see the refund within **** business days, depending on her bank.

  January is the only month that should be in question, as she was prorated in (only paid $15.16 in rent, plus the administration fee), then was charged $47 on 8/1 and 9/1 (50% off the first two full months), and her payment on 12/1/22 would have covered her account until she notified us on 12/27/22 that shed moved out.  We do not prorate out, per lease terms she signed.

  Should you have any questions, please feel free to contact me.

  Thank you,

  Customer response

  02/01/2023

  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.
  

  However, I do not see contact information, like an email or phone number, to provide the necessary access to the unit. I would like to be provided that contact information. 
  
  Sincerely,
  
  ***************************

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