Complaints

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June I was moving from west MA to NH and needed a storage unit to hold my things until I had secured an apartment for my new job in ******* **. I spoke with ************* at Mullens Storage, who had me give my information over the phone and my credit card number in order to reserve a unit. There was no more information at that time about when I would be clear to move into the unit, and no agreement was shared with me yet or signed. On the 23rd and 24th of that week, **** left me two messages saying my credit card had not gone through and to call them back. At the time, I was in a hectic last week of teaching at school and my phone was not notifying me when I missed a call. When I did notice the messages that Friday (the 24th) after work and called back, the offices were already closed. I had planned to move in that Sunday, and did call all numbers associated with Mullens (as well as their other branches) and left an email when I realized Mullens would stay closed through Sunday. Eventually I had to find an alternative storage facility that would be open. On Monday July 1st, I received an email from **** telling me he'd just sent me a Docusign contract to look through and sign. I responded by email saying unfortunately, I'd had to go with another storage facility.I did not realize until this month that I had still been charged $128.50 for the month of storage. I reached out via email, and was told I did not tell the company I didn't need the unit in a timely enough fashion. When I called to follow up, I was told by an employee named ***** that I was at fault and would not be reimbursed, and then hung up on.I was never given any information on when the unit would be available to me, and was not provided the contract before I was charged. I feel I informed Mullens within a reasonable time period that I would not need the unit, and at no point was I told that in giving my credit card information to reserve the space I would be paying a non-refundable amount.

  Business response

  08/23/2022

  Hello,

  The Customer called on 6/24 to rent a ********************** unit, providing us with her credit card information to pay for it.  We were not informed until 7/1 that she would not be using the unit. Her Email stated "I wasn't able to access the storage unit on the day I needed (my mistake), so I had to use a different storage space."

  
  We had left several voicemails in the meantime and received no response from the Customer.  The Customer later stated that she had been too busy to check her voicemails.
  
  We rented the unit to the Customer at her request, and it was taken out of circulation during our busiest season.  We feel that charging the month's rent was warranted and justified in this case, and we will not be issuing a refund.

  Sincerely,

  Mullen Storage Co.

  Customer response

  08/24/2022

   
  Complaint: 17754930
  
  I am rejecting this response because: when I called on June 24th about the unit, no move-in date was discussed, and I was told I would be sent follow-up paperwork to confirm the details of the agreement shortly. In the interim I had sent an email and left voicemails explaining I would need the storage unit that Sunday (the 26th), and was told storage units were not accessible on the weekend. Two voicemails were left with me, one on the 24th and on the 25th, but they were to let me know my credit card was not running through, and not about the storage unit itself. I responded on the 25th, although my message went to voicemail. 
  
  Between my credit card not going through to place the unit on hold, the messages I sent over the weekend explaining I needed a storage unit for Sunday, and the fact that no follow-up paperwork was sent to me, I assumed the storage unit was no longer on hold for me. It appears that my card was run through again on the 29th, after these messages were sent. When the paperwork/agreement for the storage unit was sent to me on the 30th, I responded the next day to say that, again, I would not be needing the storage unit. 

  Sincerely,
  
  ***********************

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