Complaints

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Late in March 2024, we decided to remove our travel trailer from A-1 Self Storage, and to terminate the business relationship with them. By April 1st, 2024, we had secured a new storage option, and removed the travel trailer from A-1 Self Storage Property. On April 1st, 2024 at 4:17 pm, I called A-1 Self Storage to give them notice that we are terminating the lease the payment they received on April 1st, 2024 would be the last. I left a voice mail. Having not received any response via phone, I sent them a certified letter to their PO box notifying them that we had removed all of our property from the facility, and that we would be making no further payments. Still no response. Based on other complaints here on BBB, I took the proactive step of cancelling the bank draft payments. Fast forward to May 1st, 2024. I would normally have received an email invoice by now for the May payment, did not receive one, assumed that everything was complete. Fast forward to today, May 9th, 2024. I received an email stating that I owed May payment, as well as 2 separate late fees...one reportedly issued on May 4th, and the second one reportedly issued on May 9th. I called again today, May 9th, 2024 to inquire about this bill...no answer, had to leave a voice mail. I'm not optimistic that I will get a response. I'm just looking for termination of the agreement like I had asked for over a month ago, without having to pay for services since I requested the termination.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am renting a storage unit from them and have been for 9 years and have never missed a payment. In August of this year I lost my key to the padlock and have sought help from them to get my lock replaced. I have called so many times only talking to the owner once in September and she said she was working on it. I never heard anything so I started calling and emailing with no response. It is now December and I finally texted her and she responded "Who is this? I explained that I had an appointment with a locksmith but she they require her to be there for authorization or she could stop in their office and give approval. Never heard back so I texted her today asking her why she isn't helping me and told her I can't get a locksmith and her response was "You getting a locksmith for keys you lost has nothing to do with me"! I do not know what to do, it has been 4 months and I still can't get into my storage unit.

  Business response

  12/13/2023

  Where oh where to start.  I did originally tell this individual that I would get it taken care of.  However, I then checked and she IS NOT the one renting this storage unit.  It is her husband.  However, she apparently ignored this message.  Recently, I have sent her that I can only give permission for her husband to have access.  She was being rude and attempting anything to get me to let her in.  At this point I was convienced that her husband was not allowing her in the unit, and I wasn't about to either.  She argued nonsense for several days, but refused to have him call me.  At the time, I did not have his phone number. The insults from her continued and the threats continued.  All she had to do is follow the procedure that I gave her and have him contact me.  Finally, just the other day, that happened.  Yes, it took her from August to December to realize this is what needed to happen.  She was so dead set against following the procedure.  

  Therefor, this complaint has no merit it to. 

   

  Customer response

  12/13/2023

   
  Complaint: 20964964
  
  I am rejecting this response because:  First of all when she "checked" to see if I was the owner she could have had a conversation with me instead of dragging this on for 4 months.  I am the owner.  I have my contract which I signed.  My husband hasn't even been to this unit in the 9 years we have owned it.  I can only assume she is looking at the billing statement which for whatever reason only has his name on it which is something I can't control.  Again a good business procedure would have been to tell me that she can't let me in and we would have figured it out.  She didn't want to deal with it hence ignoring my calls, emails, and texts for 4 months only to ridicule me for losing my key.  I did finally have my husband text her and would have 4 months ago if she had just conducted business as you would expect.  I have to add that she is nasty to communicate with completely ignoring why I was so upset waiting the 4 months.  As far as I know she still hasn't talked to a locksmith.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We pulled our camper out of storage in September and have made multiple attempts to contact them about the cancellation. They have returned no phone calls and are continuing to pull payments out of my account.

  Business response

  11/28/2023

  This customer has not notified us about pulling the camper out.  There is no ****** from their number that came in, all calls are recorded and noted as a call coming in.  Second, if he had indead called, he would have been informed that he needs to return the key in order for the moveout to be made.  As of today 11/28/23, no key was been returned.  

  So with no notice of the move out, no key returned, no messages left, there is no reason for me to believe customer wouldn't still be responsible for the monthly bill.

   

  Customer response

  12/01/2023

  We do not agree with this response. My wife and I will send you screen shots of the numbers we have called. They have three different business numbers and we called all three multiple times and received the same voice mail. You yourself could call these and see that it goes to voicemail. There is a lady on the recording and she is the same lady on all recordings. 

   

  Further, I believe my wife has even emailed them. We can send those as well. 

   

  Lastly we did mail the key back to the ** Box on the web site. Obviously there is no transaction history that can prove that, therefore I cannot object to them stating that they have not received the key. 

   

  We will follow up with you shortly with the screen shots of our phone call history. 

   

  Please let me know if there is anything additional that we need. 

   

  I can also send a photo of my camper now at my brother in laws house if that helps. Further. They can drive down and see that the lot that we had our camper in is vacant. Our Jayco is not in their lot any longer and has not been since Labor Day. 

  
  

  See attached call log to the following three numbers we have:

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

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

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

   

  My wife is looking through her call log. But attached is the last time I called leaving a message on all three voicemails. 

   

  Also attached is the screen shot of the email we sent them through the website. 

   

  Please let us know what else we need to provide. 

   

  Thanks. 

  Leith

  Business response

  12/11/2023

  I'm not sure this even matters anymore.  They have not paid for anything in quite sometime, no key has been returned etc.  Is this just going to be an ongoing argument?  I'm not interested.  

   

  BBB--you need to close this.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This is a storage rental company that will not respond to emails or phone messages. I have canceled my rental and moved out of the unit in December of 2022. I am getting email, and cards mailed to my address racking up unpaid dues. I have left repeated emails and phone calls explaining I have left, not to mention telling the representative in ealry December of 2022 I would be out. I am afraid they will not repond to me but send these charges to collections. An example of my last email:Account number: ******* Hello, *****!Thank you for choosing A-1 Self Storage for your storage needs, we appreciate your business.We recently made a software change and we are having some difficulties in the migration to the new system. One of the issues was an automated e-mail and mailer that went out on Monday the 9th with incorrect information regarding past due accounts. This e-mail is an attempt to correct that issue. To the best of our knowledge, the issue should be corrected and this e-mail should contain the correct information. In addition to this e-mail there will be an additional mailer that goes out in the mail which should also contain the corrected information. Please give us a call if you have any questions and hopefully we will not have any additional issue with the software migration.Our records indicate that we have not yet received your payment(s) and that your account is currently past due on your unit number F08, current balance past due is $391.70, itemized as follows:DateDescriptionChargeTaxPaymentBalance 2/1/2023Rent Unit F08 - 10x19x8$70.00$4.90$0.00$74.90 2/4/2023Late Fee #1$10.00$0.00$0.00$84.90 2/9/2023Late Fee #2$10.00$0.00$0.00$94.90 3/1/2023Rent Unit F08 - 10x19x8$70.00$4.90$0.00$169.80 3/4/2023Late Fee #1$10.00$0.00$0.00$179.80 3/9/2023Late Fee #2$10.00$0.00$0.00$189.80 3/18/2023Certified Mail Fee$10.00$0.00$0.00$199.80 3/18/2023Auction Fee$20.00$0.00$0.00$219.80 3/18/2023cut lock$40.00$0.00$0.00$259.80 3/18/2023Lien Processing Fee$25.00$0.00$0.00$284.80 3/18/2023Ad for Lien Notice Fee$12.00$0.00$0.00$296.80 4/1/2023Rent Unit F08 - 10x19x8$70.00$4.90$0.00$371.70 4/4/2023Late Fee #1$10.00$0.00$0.00$381.70 4/9/2023Late Fee #2$10.00$0.00$0.00$391.70 Total Due: $391.70 Please note that all payments are due by the 1st of each month. Please remit payment within 7 days from the date of this notice to avoid additional late fees and further charges. Please contact us if you have any questions.Unless payment is made within 7 days of this letter, a Possessory Lien will be placed upon your unit. This will result in additional fees and charges if payment is not received by the 8th of this month. We also offer online payment features for you to conveniently manage your account. You can set your account up on our webpage at www.a1selfstoragellc.com. If you would like, we can also process your credit card for a payment over the phone.This is 4/9/2023.Mail Payment to:A-1 Self Storage ************************************************************** Sincerely,**** and ***** A-1 Self Storage ************** www.a1selfstoragellc.com

• Initial Complaint

  02/27/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On January 9th I received an e-mail stating that due to a "change in the system" there was no e-mail generated for payment on my storage unit. They assessed me a $40 late fee which I paid and began looking for other units to rent. I secured another location and sent over a letter terminating my contract well within my rights according to their lease I had signed upon renting the unit. I vacated the property of my belongings and left the storage unit in a clean manner. I have since received three e-mails about my "storage unit" and have attempted to contact the owners to inquire about my deposit. No one answers and my calls nor e-mails are returned. Today I received another invoice in the mail which includes February's rent + late fees + March's rent, when in fact I have not had property there since January 14th and gave my notice to vacate on the 9th (the contract/lease states I must give at least 15 days notice prior to the next month to vacate my property). I am tired of being "harassed" by e-mail from this company and I want my deposit back that was paid to me, yet I can never get ahold of the persons running the company.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I requested a unit for storage, they took my money issued instructions to go to a unit which would be closed with a zip tie, cut the tie and use a lock that would be inside the unit. When I arrived the indicated unit was obviously still being used as it was locked with a very old looking lock. Phone calls to the office to resolve this issue went unanswered for over 5 hours. When I did reach someone, I was told that they would need to visit the site in order to sort out the confusion and that I would receive a call the next day with information. 3 days later after no call back I started calling looking for resolution, when I finally reached someone, out of frustration I issued a cancellation order, and I was told I would get my rent and deposit back, 6 months later I am still waiting for my refund. In addition, I am getting billing notices still, (I am not paying these bills as I never moved into a unit). I have called each month looking to get my account cancelled and the notices to cease and each time I get an increasingly rude response that they are working on it, and then I get a new past due billing statement (the lady hung up on me during my last call). I referred the issue to my attorney, and she is indicating to me that the company will not answer her calls either, and I am still receiving past due bills.

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