ComplaintsforMoove In Self Storage

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I DROVE 1700 MILES FROM ****** ***** TO *********** **. I MOVED ALL OF MY FURNITURE WITH ME IT TOOK 3 DAYS . TO MAKE THIS MOVE I RENTED A TRUCK AND CAR CARRIER FROM ****** RENTALS. WHEN I GOT TO ********** I AND HELPER MOVED MY STUFF IN TO MOVE IN STORAGE ON 9/5/2023. I MOVED IN TO MOVE STORAGE BECAUSE IT WAS NEW AND CLEAN . BUT THE MAIN REASON I MOVED THERE IS I COULD DRIVE WITHIN 5 FT OF MY STORAGE BIND. I HAVE MANY LARGE ITEMS THAT ARE VERY HEAVY. MY PLAN WAS TO MOVE IN MY NEW HOUSE IN NOV. BUT THE DOOR THAT LET YOU DRIVE IN HAS BEEN OUT ORDER SINCE LATE SEP. I CAN NOT GET MY FURNITURE .THIS DOOR HAS BEEN OUT OF ORDER 2 MONTHS .I AM 71 YRS OLD WITH A PACE MAKER. I NEED HELP GETTING MY STUFF. THEY KEEP TELLING ME THAT THEY ARE WAITING FOR THE PART TO GET SHIPPED. I AM PAYING MORTGAGE ON A HOUSE THAT I CANT MOVE IN TO . THIS VERY EXPENSIVE AND ITS NOT FAIR. TO ME AND THE OTHER CUSTOMERS. DROVE FROM **. TO ** IN TWO DAYS. BUT CANT GET PART SHIPPED I DONT BELIVE THEY ARE BEING TRUTHFUL. NEED HELP !!!! *********************** THANK YOU!!!

  Business response

  01/13/2024

  Our facility in ************ is a unique building type.  It features not only access from the front of the building, but also a drive in feature along the side.  This feature is solely dependent on the successful operation of a special order door.  Another customer struck the door a couple of months ago resulting in us having to close the door manually due to the damage.  Unfortunately, with the damage that was done, we could not find a way to make the door operational even on a temporary basis. While this does affect the ability to drive into the facility, the storage unit in which **************** stores is still fully accessible from the front of the building.  While he would not be able to "pull right up to his unit" in his vehicle, he does have the ability to enter through the front of the building, utilize our carts on the property to make moving easier, and access his belongings. 

  We have also been more than accommodating to our customers and have applied credits to his account based on the situation.  The speciality parts needed were ordered right away with us paying extra for express shipping.  Unfortunately, the parts are back ordered and have taken quite some time to come in.  The parts are scheduled to arrive on 1/17/24 with immediate installation scheduled that day to make this door operational once again.  We will reach out to our customers the day it is operational again advising them of such, but again, customers may still freely access the building from the other entrance and have free use of large moving carts.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called today at 3:24 PM to ask the manager if he could provide billing detail as I had no idea what the charges were for. He asked me for my information as well as the company information then said he did not have an account associated with me or company and that he could not help me with the charges to my account and that "I could do whatever I needed to but he could not help me". I asked if there was an accounting department his reply was that he was the accounting department and that he could not help me with the charges on my account.

  Business response

  05/30/2023

  We apologize for any inconvenience towards Mrs. ***************** It appears from the complaint that Mrs. ***** is stating that she does not conduct business and have a storage unit with our company and was inquiring as to why her card was charged.  If that is the case, we cannot provide information towards our tenants accounts as we are bound by privacy concerns outlined in our rental agreement.  ************* has a concern that her card was used without her authorization to paying for someone else's account, I recommend contacting her credit card company to file a dispute with them.  As part of our agreement with the credit card companies, we are happy to work with them to resolve the matter.  ************* should have any more questions or concerns, I am available directly at ******************** and am happy to speak with her to provide as much assistance as I can.

  Customer response

  05/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: The companys bank debit card was used and Bank statements have been provided, in the initial complaint to show the charges by Moove In storage.

  So what Moove in is saying is that if you can provide evidence of your card being charged (fraudulently or otherwise) they refuse to reimburse the charges or look them up, if they cannot find an account associated in the business name or personal name and they do not verify the card they are charging to the rental person to see if the card matches the person etc. This is unacceptable. They don't keep records of the transactions and can pull the charges by the amount and date and correspond them to the unit and account the charges are charged against?

  So I can walk in with anyones bank card with any name on it and obtain a unit and when the person of whoms card I unauthorized or otherwise used calls about charges you wont be able to link the charges back to me? 
  
  
  ~********************

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