ComplaintsforHi-Tec Self Storage LLC

• Initial Complaint

  01/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *This business operates on a Bluetooth Only system addresses a secuirty concern since there's no secondary **** o enter/leave facity or acecss your rental unit. Someone shoudl have admin rights to enabel use via software to give access to users*On Memorial Day 2022 (5/30/22) I had accessed the facility via Bluetooth App on my phone & entered my unit to quickly grab some items. I closed the unit & locked it - only to immiedately realize my cell phone was locked in my unit. That said, I could not reopen my unit to reetrieve my cell phone OR let myself out of the facility without the app on my cell phone. With the holiday, I sat in my car with my (2) year old finally finding someone ***** to open the gate to let us exit the facility. I sat outside & was calling their outsourced **************** number multiple times only for them to take a message for someone to call me back. i was calling via Wifi off my sons tablet & told each representative that you could not call me back cause my phone was locked in unit. Finally, I called the local ************* arrived to call the business themselves with no luck. it was a holiday weekend & the plans were to travel to visit my parents - wanted cell phone for travel & if an emergency needed with myself & 2 year old son driving alone. I ended up having to go **** to add a line to my plan & buy a new phone. The Self Storage app would not work on my new phone & took ~2 weeks to regain access to my paid storage unit. After regaining access, the business offered to upgrade me to a larger unit for the same cost due to inconevenience - agreed & signed new contract for new unit. Signed contract on 6/12/2022 (attached) Original: $105 New Stroage Unit: $144 I had access to BOTH units to tranistion & paid for both that month. Since then, I have not had acesss to the origianl unit but continue to be charged for both. The reason for the charge of the first rental unit is due to a high chair being left in unit. However, with no access to unit I cannot remove this personal assets. It's been over 6 ************* continue to charge for (2) rental units a month. I had lost access to my unit due to non-payment but refuse to pay for a unit I have no acess to or have used in over (6) months. I attempted to arrive on site X-Mas eve to retrieve Christmas Presents for my son & was not able to grab them for Christmas morning. I called the first of the year (2023) and asked to speak to someone higher than site manager (*****?) that I typically speak with. A gentlement called me back & he was goimg to look in to confirm if their system showed I lost access to origianl unit & if so, when. I never received a call or email back.Please work wtih busienss to refund double chrarge in September 2022 & any of the $105 charges since July 2022.Please work with busienss to remove current balance for to access facility & move out of straoge unit (allowing 14 days for move out)

  Business response

  01/18/2023

  Complaint,**************** is a seriously delinquent tenant that has habitually been past due & delinquent in making her payments.  The majority of this entire complaint is filled with falsehoods and untruths. **************** did rent a unit and on Memorial Day she locked her cell phone in her unit - after calling facilitys answering service on the holiday - **************** was not able to provide a phone number to have a staff member contact her at without a phone number to contact **************** at facility was only able to make repeated attempts via number on record and email on file to attempt to make arrangements to meet staff onsite the next business day.  Emails and phone calls made by facility to **************** all went unanswered for several weeks.  **************** finally did make contact with facility but not till weeks later.  *************** then did ask to transfer to larger unit due to need for additional space larger unit was absolutely NOT offered as any sort of compensation. **************** was transferred to larger unit based solely upon her request and at NO reduced rental rate.  **************** was allowed 72 hours to move possessions from old unit to her new larger one.  If unable she was to contact office ASAP as old unit would then become rent-able to new customers. After 72 hours unit was available for rental online a new tenant did rent unit on 8/1/22 and upon arriving at facility the new tenant discovered unit was still filled with ******************** possessions.  ******************** unauthorized use of unit resulted in her being charged for use of both units due to **************** was now utilizing two units - **************** was repeatedly told by facility the additional charge for both units would be discontinued when she completely vacated her possessions.   Unit was ck'd regularly and was found to be continued to be used by ****************   Tenant did have access to both unit at all times, with the exception of the repeated times she become was "Gate Locked Out"of facility due to account once again becoming past due.  After being in excess of 30 days past due delinquent with her payments, **************** was then notified her unit was in Possessory Line Status and failure to pay would result in units going for auction.  **************** did contact facility stating she was having financially difficulties and requesting access to facility before past due balance was paid.  It was explained to ************* that payment would need to be made prior to allowing access to facility **************** stated she would make good on past due balance - facility did even waive a late fee for **************** and accepted a partial payment for portion of delinquent balance. **************** then logged into her account online and made a payment for remaining balance.  On 12/22 facility was then notified that **************** contacted her credit card company stating she did not authorize the online payment, resulting in payment being charged-back to facility.  Due to charge-back account was now once again delinquent resulting in **************** having a past due balance, in addition to the current months renal payment already past due.  **************** did attempt to access facility on 12/24 but was on "Gate Locked Out" status of facility as a result of her delinquent account balance.  **************** did call facility answering service complaining she made her payments and should not be past due - denying she had requested her credit card company to return her online payment unpaid to the facility.    **************** did speak to a staff member and again complained she was being charged for both units and was now 'Gate Locked Out" - **************** was informed that facility was notified about her Request for Returned payment, as well as her current rent was also delinquent.  **************** was informed that she will need to pay her delinquent balance via cash only, due to her requesting past payment made by her to be charged back to facility.  **************** has been informed that once delinquent account is paid full access to the facility will be restored.  **************** currently owes a delinquent balance of $933.00 - **************** has signed a rental agreement in which she has defaulted upon payments for repeatedly - **************** has also continued her unauthorized use of the additional unit despite repeated requests made by facility for her to remove all belongings.  Facility has repeatedly requested **************** make payments arrangements.  **************** will need to pay her delinquent past due account in order to gain access to facility.  

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