ComplaintsforRadiant Storage

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Radiant storage is charging $9 and change convenience fee for nothing. There’s was nothing in the paperwork that said if I called and used the automated phone system to pay my bill that said I would be charged $9 and change for not allowing automatic payments from my card. In turn they have put me$ 5.71 negative in my banking account on top of a $35 to overdraft fee.

  Business response

  03/19/2024

  Hi. On March 11th, **** called to do pay by phone option, which is an automated system. The total due given to him by the system was $64.47, which was $9.99 higher due to the convenience fee. He ended the call. **** called and spoke to one of our call center reps. He asked why the balance was different/higher. Rep informed him that it was due to the convenience fee. The rep gave him options to pay to avoid the fee. **** said he would callback. **** then called again to pay by phone knowing the total was what it was and the reason why. He made the payment. **** called again the same day and again questioned why he paid a higher bill, claimed he did not about the convenience fee, and wanted a refund. We still went ahead and credited him the $9.99 to be applied to next bill. We cannot refund his overdraft fees due to evidence attached here. Screenshots of the calls and notes taken attached.

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: there is nothing that I saw this said if I called and use automated phone system, they would charge me the extra money for using it. I don’t wanna put my information down on the Internet as far as credit cards and debit cards because I don’t feel like the Internet is safe enough to put it on there, so therefore I’m being forced to pay extra money using the automated phone system because there’s nowhere to go pay in person 
  
  Sincerely,
  
  **** **********

  Business response

  04/02/2024

  We have made the tenant aware of this charge. We gave credits for the first payment he made due to him saying he was unaware. At this point, the tenant is aware of our policy and has options. If he chooses to not pay over the Internet, a fee will be assessed as per our policy. We are a mostly automated storage facility where no payments can be taken on site.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ever since new company took from **** ******* they have came up with extra billing fee that not good they got me at two unit and I only have one just my grill is on the dock and they trying to charge me extra so they can away somebody needs to check them out please it’s not fair my stuff been there over 3 yrs now rules change pleading help me

  Business response

  08/24/2022

  *** *** ******* *********

       Regarding Mr. ***** *******, whom had a storage unit with Radiant Storage ******* ** ******** *** ******* **. Mr. ******* was client of the former ****** **** Storage. Mr. ******* had items located in storage at two places first in a 5x5x10 and second on a loading dock (smoker grill)that would not fit in his first unit  and was assigned a unit number. Communication with Mr. ******* over a long period of time has been far and few between do to his moving around and contact info via e-mail, phone nor address being corrected each time he relocated  as out lined in the contract. . Mr. ******* was always behind on payment and felt no need to pay late charges as other clients.  New procedures and fees that had been implemented were sent to the contact info Mr. ******* had given and been sent all changes as was all Radiant Clients. Mr. ******* owed 299.46 for storage and late fees. Mr. ******* Only Paid 62.54 and removed items from both locations. Mr. ******* stated he would let the BBB office know he was satisfied and had his belongings at time off move out on 8/9/2022. I Thank You for your time regarding this matter. 

  Thank You 

  James Murray (Radiant Storage *******)

  ************

  Customer response

  08/26/2022

  ***** ***** ******* ************************** ***** ******* ****** *** **** **** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********  

  I’m satisfied they took care of me

*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. ↩