ComplaintsforGo Store It

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been renting Unit ***** since February 2019 in ******* **. Even though I am extremely frustrated by the rapid increase of my renting a unit beginning in 2019 at $69 to $176 =155% increase, I am highly upset by being denied access to my unit. The monthly payment was automatically drafted from my account on March 1st. I received an email from ******** & had a disturbing conversation with ******** that I am being denied access bc " the previous management company lost documents." The employees have sent emails for me to e-sign a new contract bc ; but I am not comfortable with that process. I requested a hard copy & was told that a hard copy could not be sent to me & that I will be denied access until I e-sign a new contract. I'm sure it is a violation of the Fair Business Act for a company to take my payment then deny me access to my account bc of "errors by their management company". Additionally, this facility advertises secure storage; however, the entrance gate is often broken for months & the door to the facility was broken as well allowing access by anyone. Now that the gate has been repaired, I’m being penalized for their errors. I would appreciate the access denial removed and my March payment pro-rated for the time I have been denied access to my items.

  Business response

  03/18/2023

  To Whom It May Concern:
  
  I have attempted to reach Ms. ********* on several occasions via call, SMS and email regarding the signed lease before she was locked out of her unit. These dates are as follows: 02/04/2023 – which was the initial email that she opened, 03/01/2023 – an SMS to follow up, 03/07/2023 – a call and SMS, 03/08/2023 – a call and SMS. Ms. ********* then contacted us on 03/10/2023 regarding the issue at hand, which I do understand as frustrating, being she has paid current through 03/31/2023. ******** spoke with her and let her know that all we needed was an updated Lease document and she would be all set. She informed her that E-Sign would be the quickest way to regain access to the unit, and we also offered her to come into the office to sign in person, being that she was concerned about signing over her email. She asked us to go ahead and just send it, so we did. She then let me know that she wanted a hard copy mailed to her. I did try to let her know that it would take a bit longer, and being that she wanted access that night, e-signature would guarantee her immediate access if she signed during business hours. But, if she wanted a hard copy mailed to her, I would be happy to do so. The process would just take a bit longer. At no point did we inform her that E-Signature would be the only possible way to sign her documents. We did certify mail her a copy of her lease. I have printed and attached our email correspondence for your viewing.
  
  We are not penalizing her for the gate being repaired, or a 3rd party management company losing documents. We simply need to ensure that all of our customers are storing at our facility legally. As of 03/18/2023, we have reinstated Ms. *********** access, but without a signed lease she will not be able to continue to store her items at Go Store It.
  
  Thank you for your time,
  ******** **

  Customer response

  03/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: After being surprised that my monthly payment was automatically withdrawn on March 1st & I was denied access on March 10th, I contacted the office.  I was informed by ********* that I was denied access and "Had" to e-sign the new contract bc their management lost their records. When I asked for a hard copy, I was told that they could not send a hard copy.  Being that my payment was taken & I was denied access I would appreciate my account being prorated for the time I do not have access to my account.  This is my first notice that access has been reinstated as of 3-18-23.  If they can send emails and call for me to e-sign their contract, they should have contacted me to advise of access being reinstated.  As of Now, March 20, 2023, ******** nor ******** have contacted me to advise that my access has been reinstated. 

  Regards,

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

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had a storage unit with this facility since August 2019. I was pleased with the business (and its employees) until September 2021. They increased the unit rental by $47.00!!! That is almost a 25% increase. To add injury to insult, they just increased the unit rental by $20 nine months prior in December of 2020. I "attempted" to reach out to the facility and to corporate to no avail. The local person that I spoke with was very nonchalant and unconcerned. When I asked for a way to contact corporate, they said they didn't have a number. I asked for contact information for the owner. I still received the same answer. I then started researching the company and all of the numbers I attempted to call gave me no response. I even called a couple of other facilities to see if i could get any information so I could get my concern addressed. No assistance. No resolve. I don't understand HOW or WHY my unit would increase so much so quickly when I have the same unit, the same items, and less usage. The utilities in the area have not increased drastically like this increase, so WHY would they place this increase on me as a customer. I could even see if the price were increased for new renters. They could make their money on that clientele. None of this makes sense, and I am not pleased with this. Again, they raised the rent $20, then less than a year later, they raised the rent $47. This increase is ludicrous and absurd. Please help me! I also do not understand how I am unable to receive any customer service from the company.

  Business response

  01/10/2022

  To Whom it may concern:
  
  We are in complete understanding of how frustrating it is to get a rate increase on your account, however, it is covered in the lease that we send out rate increase notices 30 days prior to the “date effective”, to give the customer time to decide if they would like to continue renting the unit from us. Unfortunately, there is no set time period for rate increases, nor is there a set price variant in mind, which is why it states, “Conditions of occupancy and other fees and charges are subject to change at the option of the Owner upon thirty (30) days prior written notice to the Occupant.” We emailed out the rate increase notice on 07/27/2021 at 1:38pm, regarding effective date of 09/01/2021. Customer reached back out on 09/01/2021. We would be more than happy to transfer the customer to a less costly unit once our prices begin to drop, as customer is currently below street rate, which is currently at $297.00. Customer's rent is $235, plus the $11 insurance. 

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