ComplaintsforGuard Space Storage

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dealing with this place has been a nightmare, but ultimately I am seeking my money back in full for an unathorized charge to my card as well as a prorated amount for the remainder of my lease in which they refused to give me and now have ultimatedly told me to remove my trailer and RV or I'd be tresspassed even know Ive been paying for the storage spot for both. There has been so much nonsense and unprofessionalism on the behalf of the staff, statrting from the management calling my numerous times and yelling and cursing at me. I rented as storage unit at first to store business equipment, and was quoted a ************ in and told that second month would be at half price. I paid and the following month I was charged a full price and told that I paid the half price the first month which was suppose to be a prorated amount. After seeing the actual price I explained it was too high and that it wasn't what I was told from the original quote. Told them I wouldnt pay that and would be moving They still charged me the new amount and offered a cheaper rate for there RV storage. I accepted and moved my RV and trailer there and proceeded to store the items in storage into those to save money. When they called for new monthly payment again it was not quoted price and charged me 2 different amount for the lots. An a 3rd unauthorized amount. When bringing to there attention and asking what it was for they gave me a bunch of run around and said I never told then I was moving out of the 1st unit, in which I did and only reason I even found about the rv storage they offered. They said they were giving me a refund and printed a receipt which was less than the unauthorized charge was. After complaining. I was told I had to Remove my Rvs now because the owners didn't want my business anymore. I stated if that was case to refund my funds. They refused and said I was getting nothing back and had til 5pm or would be trespassed.. how is this even possible. You deny service and keep $?

  Business response

  03/21/2023

  My name is ************************* I am the property manager of Guard Space Storage. *************** to the complaint of ****************, Mr. *** rents 2 parking spaces, in his lease it states you cannot live in the unit, not have items around the parking space. I have had several complaints from other tenants, he and his girlfriend have been sighted living in the *** I have spoken to him several times, he has been very rude and not complaint, a lot of extra visitors coming and going through out the nights. He was also told from signing the lease you are not allowed to work out of your space , he brought it on himself to change his girlfriend's car oil in the next parking spot that was not his and the tenant waited over half an hour to get in his paid parking spot , I had to move the paying customer to another parking ******************** due to Mr. *** not moving promptly, customer told him he has already waited over half in hour at that point.

  Also Mr. *** is not allowed to have anything around or behind the parked item, instead he had 10 solar panels all on the ground, screen mess blowing all over my parking area. I couldn't have my lawn service that day due to Mr. *** doing what he wants, not following his lease. He then came and removed the solar panels off the ground and then put them next to **, trailer, again had to speak to him that then have to be put in the ** or trailer. The items are still there, I have customers upset that they aren't allowed to do that, he is. I had to bring all the problems I have been having with Mr. *** to my owner with the pictures. The owner then asked to have him evicted. Since this complaint, I have spoken to the owner, and we are allowing Mr. *** to stay till his payment runs out as of March 31,2023 at 530pm. After that till he will not be allowed to renew his lease, he will be trespassed and towed off the property at his expense. We as the company try to work with all customers, but Mr. *** has not been an easy customer to deal with. I have tried to call Mr. *** and emailed him the attached email I enclosed. Please let me know if there is anything we can do to make this situation better.

  Thank You! 

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

• Initial Complaint

  02/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On February 6th I made a payment to acquire a store unit at this facility. I made my full payment of $156 and signed all paperwork therefore the storage unit belonged to me. I communicated to them that it would be about a week and a half before I could make it back with my own personal lock and the belongings I would be storing in the unit. They told me it would be perfectly fine, just to come into the office to let them know and they will remove their lock so I can put mine. My first payment for the unit was paid through February 28th.On February 18th my husband and stepdad went to the business with furniture to put into our unit. My husband and an employee went back to the unit but noticed another personal lock on the unit. They processed back to the office to find out that in their system I had cancelled the storage unit on February 7th (which I did not do). One of the ladies kept arguing with my husband saying that your wife canceled. He tried to tell the employee that we never called the next day to cancel anything. We never gave them permission to cancel which is required for them to even cancel.We have asked over and over for a refund of our money because they unfortunately made a mistake. They have told us that they can't do that. They have told us they'd give us a smaller unit but it's not the size we need and they haven't even tried to communicate with us to fix their mistake. I would like a full refund due to their mistake. I only have the paperwork of me purchasing the storage unit. They refuse to show us any proof of me or my husband cancelling the storage unit.

  Business response

  02/28/2023

  Hi,

     My name is ************************* , I am the property manager at Guard Space Storage on *************************************************************** my work number that I can be reached at is ************

     I have been reaching out to ************************* and her husband ******************* , leaving messages and speaking to both of them since 2-17-2023 . I am trying to reach out to them to have them come in and decide on two units I have been holding for them. I will be crediting them the full amount they paid including the admin fee of total of $****** towards their new unit I have set aside for them. I can only hold the unit until Friday 3-3 -2023  due to my facility is sold out , need to know if they are wanting the unit as they are stating they do . I have know problem if they decides against renting the storage unit , I just need to be informed , I will send the paper work to my home office to have her cut a check for the full amount of $****** . As I spoke to both ***, ****** that my company does only two check runs a month , they stated they needed the unit , I asked them both to keep in touch with me and let me know what size they want or need , I have two set aside for them to decide which size will help with their move. I am waiting on a phone call and wanted to let you know I am trying to resolve this issue in their favor of the full amount of ******, I just need them to come in and sign lease and make the choice of which unit needed. I have been pad noting in ******'s notes that I am tring to make this situation corrected. Please reach out to me if you need me to do anything further. ************

  Thank You,

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

  Customer response

  03/01/2023

   
  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.
  
  Sincerely,
  
  *************************

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